tasks: assigned group information lost when editing tasks created by a template?
Hello our version: SD+ 7611 We have request templates with defined task. In the template, the tasks are already assigned to a group, but not to a technician. When (in order to assign the task to a technicien or editing details of the task) opening one of those tasks, created by a template, the group assignment is lost. It is as if the group never had been assigned and the assignment has do be done again. After some debugging, it seems that this behaviour is only for tasks created by a template. Any
Add ability to save import scripts/mapping in SDP Asset Module
It would be GREAT to be able to save mappings used to import assets. We regularly add to our inventory and re-mapping for each data load is tiresome!
Database documentation
We have several of our customers using ServiceDesk Plus. We have received the request several times for documentation regarding the database structure and entities. We have managed to analyze the database using 3rd party tools but there are hundreds of tables in the database. It's a monumental task to investigate each table to find out what it's for and whether or not it's important for reports etc. Why don't you publish a document that would help us create reports and export information from SDP?
Request Closed -notifications
Hi, When a new Request is created (by Technician) in the web-interface with Status as Closed, SD sends a Notification message to the Requester. This happens even if "Acknowledge Requester by Email when the request is closed" is not selected in the "Helpdesk - Notification Rules". Any fix comming to this? /lakend
Manage engine helpdesk and firewall issues
how to add assets behind a firewall, which ports should be opened ?
Outgoing SMTP in Service Desk
We are changing our mail server to Exchange 2007 and I'm having a terrible time getting ServiceDesk to send notifications through it. I set up POP access to SD can get emails from Exchange. No problem. But when I try to set up SMTP to send, I just get "Send Notification Failed" errors. One question: when you send a notification in from an SD web page, what IP address does it come from, the client's or the server's? The reason I ask is that there is already an SMTP connector set up for this server
Is there any way of removing default fields from the Requester template without removing them from the Technician's?
If I add certain fields to the Technician side of a template, I cannot remove them from the Requester template. Specifically, it's the Priority field - I don't want requesters changing the priority, they'll just mark everything as URGENT/CRITICAL/DO IT NOW!!! even if it's really trivial. :)
requester/site detailed info
Hello, I'm using SD 7.6.0 (with last updates). After comple job with add new requestors i begin to test it and found some troubles with usability or maybe i don't know something... 1) Telephone field of the new tickets have a relations with only telephone field from requestor, but have not relation with mobile telephone. So, i need to dublicate mobile telephones in the telephones fields when creating requestors. Sometimes i have 2 numbers and need to choose one... I think should be better to indicate
Installing certificate signed by trusted CA
Hi, I need some guidance about how to create a certificate request for our SDP site. Also, some information about the process of installing the signed certificate i'm purchasing. Thanks.
How i can assign roles to requesters?
How to make so that the Requesters could generate reports, like the Technicians?
Send Notifications based on Priority
I know that it is possible to send email notifications to support reps when new tickets are created. But, I would only like to have notification alerts sent out based on the ticket priority level. If, for example, a Severity 1 ticket is created, than an email or SMS would be sent. A Severity 2 ticket would not trigger the email alert. Is this currently possible?
Asset Import including Resource/Asset State
Hi Is it possible to import assets with asset state included. We are migrating from 3 old Servicedesks into 1 so need to migrate all assets, even disposed and in store but there does not seem to be a way to import this without manually taking additional steps. Regards Mike
GMT Time
Hello, Since upgrading to 7606 my time stamp is an hour out. The time on the windows server is correct, and the time in the top right of the SDP screen is correct, but when adding requests, notes or logs to requests - the time is an hour earlier than the actual time. I have tried adjusting this via the 'Personalize' button, and set the time to 2hrs ahead, and the time stamps are correct for 2hrs ahead, so at the moment its stamping for GMT and not BST even though it says it is.
excel querys
Hi, I'm using MS Excel 2007 for reporting purposes, via ODBC driver to SDP MySQL Database, and i've a problem with dates, cause when i'm in msquery the query returns the data, but when i clic to return to excel it's not anymore. (the entire column dissapear)... I'm usigng the lastest release of sdp. As an example of how i get dates in my querys is: (from_unixtime(wo.CREATEDTIME/1000, '%Y-%m-%d') I hope someone can help! Best regards, jcaceresy
SDP 8.0 release date
Does anybody know the date of release SDP 8.0 ? Thanks, Basil.
Amount of Calls per hour in a day
Any chance you can suggest how we get a report with this information so that we can see the peak times for calls during the day? This will help us to make sure we have the correct amount of cover available. Many thanks
Search box for changes
Hi, Like we have the search box under the request module,is it possible to have a search box for changes and problems too.It will be very helpful for us.
Need to add ALL fields to export tool (Assets)
I have noticed that not all fields which are visible within the application are available in the report/export tool In particular, the "Cost", "Part No." and "Warranty Expiry Date" fields. Would anyone else like to be able to have ALL fields available?
Service Desk Plus Notification
Hi, I m not able to get any notification whenever new complain issue is logged,assigned or close.
Task assigned to a group
I've encountered an issue where if a Task is assigned to a Group but not to a Technician, that the entire group receives the notification. Unfortunately to each of the Technicians, it appears that the task was assigned exclusively to them even though it wasn't assigned to any of them. Aside from modifying the Task Notification Template to put a warning there, is there some way that SDP can make it clear that a Task was assigned to a group and not a Technician? Thanks.
Unable to effectively monitor technician handling of requests on a day by day basis
As a manager supervising technicans dealing with service desk requests, I find that using SDP, I'm unable to monitor technician's workload and progress regarding requests on a day to day basis, or at intervals throughout the day. The 'Home' tab offers limited visibility regarding current technician workload, and the Request Summary graph is only good for highlighting incoming requests because of the 'close resolved requests after 5 days' rule. Because of the automatic closure rule, I can't tell whether
Change ServiceDesk application form C drive to D drive. What are the steps that I must follow?
Hi, I have the ServiceDesk Plus 7.6.0 installed on drive C with MS SQL database on a database server. Because of disk space constraint I need to change ServiceDesk application to D drive. What are the steps that I must follow? or I have to uninstall the application and re-install on drive D? Could someone help me? Best regards, Rita Azevedo
Change Sites
We would like to restructure the way we have Sites setup. I have several sites setup as city1 city2 city3 I want to merge those sites into a common site such as city When I try to delete the sites that are setup it will not let me with a warning that their is a module in use with that site name. How can I do this? Thanks Marty
Report: Software and where it is installed
Good Afternoon, One of my Managers is interested in creating a report that will show where managed software is installed. For instance, Lets say we have 3 systems that have Visual Studio 2010 installed. THe report would look something like this: Software Manufacturer Purchased Installed Max Used System Installed On Visual Studio 2010 Microsoft 3 3 3 Laptop1, Laptop2, Laptop3, Is this possible? Thanks. ~James Murphy ServiceDesk 7.6.0 Build 7608
SDP Create Time Report: Using specific times
Is anyone able to help, have been tasked to provide a twice daily report showing generated requests created in a 12 hour window. First from 07:30 ending at 19:30, the second 19:30 to 07:30 the following day. Advanced matrix doesn't allow so now looking at query editor which is beyond me.
Error Tomcat
Dear support , i'm using helpdesk 7.6.0 Build 7608 , sometime user access survey it's error tomcat ( imagae attche ) How do to fix it ? Thanks !
Service Desk Plus Slowdowns
Hi Guys We are running servicedesk plus 7.6 latest hotfix. Quite often the whole application will slow down where it runs really slowly for a min, then picks back up to normal speed. We are running Windows Server 2008 R2 64bit with Microsoft SQL 2008 R2 on a Hyper V server. We have moved the application onto a more powerful Hyper V server and have seen no improvement. Please note this is with 1 user only trying to configure and test the program before we roll it out to production. Do
Pass-through still prompts for username/password
I am testing out ServiceDesk Plus and have it installed on a domain controller running Server 2008 R2. I was able to set up AD pass-through with no issues, the computer account was properly created. Yet when I try to log in I am still prompted for a username and password. I have tried on multiple OS's and internet browsers, but I get the same results. Has anyone else experienced this issue? Is there a solution?
Problem scan asset Ubuntu
Hi, I have a problem to scan Ubuntu 10.04 computer This is the message ERROR:Database exception while updating Workstation. Informe del problema al administrador del sistema, con el código de error - 1,285,216,956,323. In machines with Fedora an CENTOS the scan pass OK But in all machines with Ubuntu 10.4 the scan can't pass
Self-Service Portal Settings
Under Self-Service Portal Settings I see the option "Do you want to allow requesters to close their own resolved requests?". We have that set to YES. How do the users actually close their own requests? Also under Self-Service Portal Settings I have "when the requester replies to the closed requests. Perform the following:" Set to Reopen the same request with 1 day from closed time. Else, create as a new request. The 1 day time limit is not being honored. Just today I had someone reply to a
More control over email spam rules
On the email settings - spam tab. I would like to create rules such as: To contains abc@abc.com or abc1@abc.com OR CC contains abc@abc.com or abc1@abc.com AND Subject contains "don't create a new ticket" Currently I don't see that you can have seperate OR parameters and AND parameters. It's one or the other all ORs or all ANDs but that doesn't give you very much control. This would help us avoid tickets being created when they shouldn't be. Thanks darrenw80
How to delete a group that is "in use by other module"
We've done some reorganization within our department. As a result, we've eliminated the need for one of our "Groups" in SD+. I've moved every request (all statuses, even closed) to other groups. However, SD+ will not let me delete the group from the Admin > Groups page. Below is the resoponse... "Groups cannot be deleted as it is being used by other module." Can anyone explain what I need to do to remove this group? I'm also curious why there isn't an option to just mark the group inactive...
Speed up the forums...
Can somebody fix http://localcommunity.manageengine.com/images/zoho_logo_min.gif so the forums aren't so horribly slow failing on this image? Michael
Seperation of admin privileges
Good morning, I have searched for a topic similar but did not find anything that was helpful. My question is this. Is there a way of separating Administrator Privileges and having the technician gain access to the admin panel for certain items without giving full SDAdmin Role. If not, will this ever be a consideration?
RPC Connection Errors
I keep getting rpc connections errors when trying to scan workstations. I pulled the extract below from the serverout0.txt log file. I have verified that the firewall is opened up for RemoteAdmin (GPEDIT.msc and the netsh command). I can also run NET Use commands to the C$ and Admin$ shares with the userid and pw. Dcom is also setup properly. And I have rebooted. This is getting really irritating as there does not appear to be any reason for it to not work. I have run into this with every new workstation
MSSQL script needs assistance please
I have a mssql script then when run on the sql server against the manage engine tables produces the results that I require, ie the top ten callers for the period specified. When I try running this directly in ManageEngine I get query errors returning, can someone please take a look at the query and advise what needs to be in place to run the query in ManageEngine please. SELECT top 10 aau.FIRST_NAME "Requester",max(dpt.DEPTNAME) "Department", count(aau.FIRST_NAME) FROM WorkOrder_Threaded wot
Add Additional Fields to Resolution Tab
We have several fields that are required when closing a ticket. Is there a way that SDP can find all these fields so when we go the the Resolution Tab so that we can just fill in all the fields in one shot rather than getting the error message and having to edit the ticket then closing it.
Not a tech
Recently I changed a Requester to a Tech but following a meeting, it was decided that this user would not be a Tech. How do I convert this Tech back into a Requester? Thank you.
Add Field Dependansies
Hello Is there any way to "connect" some fields of the new request? I'll try to explain: New request form have some key fields: field 1: requester (and site) field 2(manualy created): "target person" (from client), should be inform about any new requests from their company. field 3 (manualy created): account manager Is ther any way to make auto fill feature after choose any of them or maybe the first? ------------------- Thank you and sorry for my english =)
Importing Sites
Hello Is there a way to import sites directly to the SDP?. I am talkig about 1.500 sites... Thanks for your answer Jorge Messano
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