How do I move SD+ to a new server
We are upgrading our server for SD+. How do I move everything we have done?
Change Reference Number
Is there a way to automatically generate a unique reference/id for all new issues/changes? Example: I raise a change request and it is given ID 0001, the next request is auto assigned 0002 etc etc Thanks
Work log description field
Please make the box for the Description field under "add work log" bigger. While it will hold text and scroll, if adding a lot of text you have to do a lot of scrolling to read it. The box for "resolution" is HUGE in comparison.
Software Usage Tags Criteria
Can someone explain how the usage tags of 'Rarely', Occasionally, Frequently, etc are applied to software usage? What are the thresholds where they change between tags, how accurate is it and where is it pulling the info?
Scanned workstation not showing as 64 bit
Is there anyway to add a field to the workstation scan that will show if the operating system is 32 or 64 bit?
Reply "from" address changing
Hi All, Running ServiceDesk 7.5 with hotfix 7508 on a Windows Server 2003 R2 SP2 machine, mail is being pulled from an Exchange 2007 server (Running Windows Server 2008 x64). We are using the mailbox helpdesk@domain.com for ServiceDesk to pull emails from. This is working nicely. We used to have an old email address of tech@domain.com for general enquiries and spam from servers. We have setup forwarding on this mailbox from inside Exchange to send a copy to helpdesk@ so that tickets can be created
Servlet API
Hi, I am trying to use your servlet to create a request. Few questions on the "Add Request" operation. 1. If I want to include attachment, how do I do that ? 2. From the API, "title, category and subcategory" attribute doesn't seems like it's working. - I specified the value of the "title" attribute with the Subject text line. - "Category" and "Subcategory" were sepcified by the ID of the "Category dropdnown list and the ID ofr the subfcategory Is there any solutions to this ? Thank
Can I transfer ticket data from 6.0.0 to the current release?
I just installed and configured the current release seperately from our current 6.0.0 deployment. Can I transfer the tickets to the new instance? I don't care if the ticket numbers change.
Can't access e-mail server config tab....
We have been testing SDP 8, and we are also in the process of migrating to an Exchange 2010 cluster - our test version has worked fine talking to 2010, so we went to migrate the mailbox for production to 2010 this morning - that had issues so we moved the mailbox back to the 2003 server - we had to restart service desk to get it to talk to the mailbox again, then mail fetching crashed about 5 minutes later. Now, I can't even click on the mail configuration tab on the admin page - it just sits there
Remote Control through service desk question
When in service desk if you use the remote control feature to control anothers desktop is this, or can this be audited and reported on? We want a place to see/ or a report to run on when our technicians remote control anothers pc, what the PC was, what date, how long, etc. Is any or part of this available now and if not, is it on a future roadmap? Thanks
Data secure in SD+
Hi, We are using ServiceDesk for the past 6 months and now we are planning to extend it to our financial team.They wanted to know the data security in Servicedeskplus. ->How secure is the data in SD+. ->Is DB password is encrypted for Servicedesk login. ->best practice to secure data from other groups and departments. -> Our goal is "If a user raises a request to finance department only the respective technician should be able to view, even the Administrator should not see it.
Detect asset in new requests
Would it be possible for the asset fieild on new requests be filled automailly by detecting the machine the request is being made from? We have a number of users who float around and are not going to be assinged a specific workstation. This could of course could be changed by the user if the request was specific to another asset.
Error on Exchange Server when fetching mail
We get an error on our exchange server when ServiceDesk Plus fetches mails from it. We get the message below: Logon attempt by: MICROSOFT_AUTHENTICATION_PACKAGE_V1_0 Logon account: <username> Source Workstation: <ECHXSERVER> Error Code: 0xC0000064 Please note that the mail fetching works fine aside from this error message on the Exchange server
Problem with Business Rules
So I set up a simple business rule where it should react on an email from myself. And then send me an email notification. I send an email to the service desk, I see a BusinessRule_EMail_2114_NOTIFICATION in the system log. But I don't get the email, I do get all the other associated emails with the creation of a new ticket. It also doesn't do the category move requested in the rule. We are on 8.0.0 Build 8004 Any help getting this working ?
Workstation scan fails.
The error message is: FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I've updated to the latest version 8.0.0 Build 8004 It only happens on our computers running Windows 7 64bit. Workstation scan works OK on computers running Win7 32bit, Win Vista or WinXP. The firewall is disabled on the workstations. I've tried the solutions on these pages. - http://forums.manageengine.com/topic/dcom-message-when-scanning-workstation - http://www.manageengine.com/products/service-desk/help/adminguide/introduction/troubleshooting.html
Technician missing under Requests by Technician field
I created a new user about a week ago on SDP v8, however he does not appear under Requests by Technician via the Dashboard menu.
Scanning Printers with SDP 8.0
Three issues: 1. If i do a network scan using local credentials with username blank and password blank (HP printers dont have password set), none of the printers get scanned properly. 2. I can scan printers individually by hitting the scan now button in the Assets > Printers view. This succesfully discovers and creates a new printer asset by specifying the printer IP, local credentials and telnet. However when I go to update the asset by clicking into it and hitting scan now i get the message "FAILURE
split to new request goes overdue
just wanted to knwo if anyone has a solution for it. if i have a request and the end user replies to that request that has to go as a separate request, usu i split the conversation as a new request. then the new request created shows as overdue although the original request is not overdue, even the due by date is still far ahead. y does it happen?
Delete backups
Good day, Is there any plan to create a feature where the software automatically deletes backup files older than a specified number of days?
Disabling "Test Mail from Application Manager" email
Hi, I have keep receiving "Test Mail from Applications Manager" every something minutes. How can I disable or change its setting? Thank you.
Bad attachment
Hi, In the SD+ (ver.7009 or 7011) installed on Windows 2003 with MSSQL-2005 there is a problem. When sending reply with attachment, client receives it without attachment. We ran an experiment and found out the following: If format is set to RTF(HTML) in notification rules setup then any email goes to client without attachments in mail, for example: we send mail from public e-mail server using SD+ then after some time we checked this mail via web interface of the mailserver and there was no attachment
Service Catalog
Hi Karups, Thanks for your reply. I have few more questions to ask 1.I need one feature that the requester should only be able to view service catalog or Request tab but not both. 2.As soon as request is raised in Service catalog the SLA starts but the SLA should start only after all the approval of all the approvals or else the SLA gets violated. 3.Can we maintain a hierarchy of approvals. Below is the scenario of the same. Suppose i have raised one request and it should go for an approval
Resolution Template
It would be really nice that if we use a resolution template that SDP will automatically change the status. I'm not sure how others use this, but there has never been a time where we use a Resolution Template where we don't change the incident from an open type status to a closed status. We use "completed" but I'm sure others might use resolved. We don't ever however have it "open", then put in a resolution and let the ticket stay "open".
Issue with replies opening a new ticket
we are having an issue since upgrading to version 8. We have all the latest service packs now loaded. Whenever we reply to a request for more information the user replies to the email they get, instead of it going into the conversation of the already open ticket, it creates a new ticket with their reply. This was working completely fine before the upgrade any ideas? PLease help Version 8.0.0 , Sp 8003
Incomplete picklist in custom view
We created a additional request field type picklist named "Owner" with 65 items. When we create a request this field is correct usable. But when we want to make a custom view in our request and we want to select on this "Owner" field there are only 23 items selectable. We are using 8004. Best regards, Mark Flothmann Custom view selection : Request view :
Cost details
After updating Servicedesk Plus to version 8 to following problem began to occur. A few times a day the cost details vanish into ... I don't know what is happening but it looks like a bug to me
Can't access after restore database
i move ServiceDesk Plus | 7.6.0 to onther server and i have bauckup when i install ServiceDesk Plus | 7.6.0 in new server and restore the backup and run i face problem in login screen becuse i can't see domin combobox to select my domin note: in old server i configer it to integrated with Active director
Modify Date Ordered on PO
I'm trying enter several years worth of data, but the Date Ordered field is completely useless to me at this point. It appears it is currently a hard-coded date based upon when the PO was created, not actually ordered. I'd like to be able to change the Date Ordered field on a Purchase Order. Is there a way to do so and if so, how? If not, could we get this implemented?
Difference between Resolved and Closed status?
I'd love to understand the difference between the default statuses of Resolved and Closed for Requests. From what I can determine, Resolved seems to be waiting for something, whereas Closed is a truly closed ticket. Thanks!
Hotfix 8004 Released
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8004 ) release. Issues fixed in 8004 SD-34474 : When a requester replies to a request through Self Service Portal and if the notification is enabled for the technician, then the description sent in the notification is that of the original request and not the latest
LDAP Import error code 12
After the upgrade to version 8.0 build 8000 the Import from LDAP is not working anymore. It was working on the previous version 7611. I am getting this error: javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name The same configuration was working before the upgrade, the LDAP was not changed and the upgrade to build 8004 did not solve the issue.
Technition missing authorities
Dear support team, This morning when i log on to my account, i lost all the authorities(admin and tech). I ask my colleague to check and he said my id still under admin and tech list. Please advice and many thanks in advance. Regards, Wanorwm
Technician cost visible?
If we set a cost per technician, is this visible to the entering technician when a worklog is entered? The powers that be would like to use this field but don't want it visible except in reports run by the SDAdmin, etc. Thanks, Mark E Housler Jr. Network Administrator Earl Industries, LLC mhousler@earl-ind.com
Closing Rules - Auto closing request/incident
Hello, We've noticed an issue with the closing rules. When the technician creates the request/incident, and resolves it at that time too, the request/incident will not close based on the Rule we have setup. (Our closing rule is setup to auto-close in 1 day). The auto-close rule seems to work fine any other time. It's just the above scenario that it will not close. The request/incident then remains in a resolved state indefinitely, until it is manually closed. We are currently on version: 8.0.0.
Data "description" in SD database
Hi, I´m looking for extract the data "Description" of a request where the tecnicien have to write a comment before changing the state of a request from "Open" to "On Hold". Can you please tell me in wich Table of the database i can find it. Thanks in Advance
Ability to create a rule based on time
Hello Is there anyway to assign rules based on the time a ticket was created? Let's say priority high if it is from 3 to 5 pm, otherwise priority low? Thanks
Missing tab Approvals in Request
Hello! Problem #1 (critical?). After updating SD from 7610 to 8002, we've got missing tab Approvals in Request. I can send request for approval (and its written in tab History), but i havent tab Approvals, so i cannot check the status of the request. This problem connected only with new requests (created on 8002). Old requests (created on 7610) have the tab. Problem #2 (non-critical). If I use URL of SD portal that contain sign "_" (ex.: http://sd_test) and if I use AD pass-through authentication,
Removing Technician
I've removed a technician from SDP, and have re-scanned AD to re-add them as a standard user. This has created a new ID file for them and they are now not able to view their previous requests. I've followed advice from last time I needed to do this (about a year ago), but its not transferred their old requests to their new user ID. These are the steps I've followed... Logon to the server - In command prompt goto folder c:\AdventNet\Me\ServiceDesk\mysql\bin, then type 'mysql.exe -u root -P 33366 servicedesk'
Translation of ServiceDesk
Hi Is it possible to make own corrections to the official translation of ServiceDesk to Danish ?? /Laurids
Confusion over "Operational Hours" and "site" time settings
Hi, Our organisation consists of three regions - UK, US & HK. We have a single IT support team based in the UK that provide technical support to all three sites. Our operational hours are 08:00 - 19:00 GMT and anything else is considered "out of hours" support. What is the best combination of settings to use to ensure that the SLT calculations are all based on OUR operational hours rather than local time for each site? We currently have the local times set correctly for each region and "refer
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