[Resolved] Upgrade from build 7500 to build 7514, then to build 7514 to build 7600
Good afternoon, We tried to update Service Desk Plus from build 7500 to 7514. I've dowmloaded the pack from there: http://www.manageengine.com/products/service-desk/service-packs.html Then I launched the UpdateManager.bat clicked on browse and picked the file ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_14_0.ppm There I have an error message : "The file that you have specified is not compatible with this product". (see print screen) I checked the version of the software: it's the build 7509 (see print
Strange Time Format
Under the Personalize options when setting the time format I can choose the time format 30.36.2010 8:36 This then renders as: I am pretty sure this is supposed to diplay as 30.06.2010 08:36
E-mail Command Ampersand
Hi When logging requests with the e-mail command facility, it won't populate the site if its contains an ampersand. i.e. @@SITE=Blah & Blah@@ I have tried alternative ascii codes and do not wish to change the site name. It just doesn't populate the field. Any help would be appritiated? Thanks
interconnection BES server - Service Desk Plus
Hello, I have a Service Desk Plus and I would like to know how can I make Black Berrys connect to the Service Desk using a BES server? I already Tried using the black berry web browser, and it doesn´t work. I appreciate any help you can give me!!!! David!
Default formating of technician Font size/style
I would like to be able to set the default font, font size and style from an administrative perspective. How can I do this so everytime a new response to a ticket is written the font is arial and size is medium? The text interface is cumbersome and you have to guess what font size is which. Normal, medium, large?? How does that equate to font size 8, 11, 13? Can I edit an ini file or code to force this? Joe
How to remove overdue status? (Due to incorrect category)
Hello, I have just upgraded from 7.5 to 7.6.08, and I have a problem, because SDP behavior has changed. In 7.5 if request was getting overdue due to wrong category, or priority, we just had to correct it (category&priority), and overdue status was gone. In 7.6 - if request gets overdue status, it stays event if we change category to one without SLA! This is incorrect behavior. Is there a way to remove overdue status? Or we have to wait for fix? Regards, Artur
Upgrade UAT Guidelines
I am about to upgrade my TEST environment to 7018, with the idea of going to iunstall 7.5 later in TEST then in Live. So this upgrade is basically a test upgrade to my TEST environment. My question is: Is there available a UAT checklist of what should be tested? I know, some will say, test what functiuons you use now, but was hoping for a more comprehensive test sequence. Hope someone can help
Request Custom Views are not properly working when SD is set to non-English
After the latest patch, Build 7608, finally the Custom Views do work again. Unfortunately we realized, that there is another issue: When configuring a Request Custom View, it is only properly saved & functioning, when the ServiceDesk Plus language has been set to "English" (by the User) However, the Custom Views do not work (get not applied) when created when the ServiceDesk Plus language is something else beside English (in our case it's German). I'd really appreciate if this could be solved
Upload to Pick List for New Template
I am using Service Desk for document management and it works nice for our needs. I need to create a new template to track training records for employees. Can I do any of the following: 1) Populate the pick list from the available requesters and technicians in servicedesk 2) Populate the pick list from AD on the domain controller 3) Upload the AD users to the pick list so I do not have to manually input each name For training records, I would select multiple users from the pick
Is it possible to view all reports generated by the technicians in SDP?
We currently have several technicians that have produced various reports and I would like to know if there is any way to see these reports. From the administrator account is not possible. Thanks in advance.
Escalate to Technician's Supervisor
We use ServiceDesk for multi organization, so we would like to set escalation to each technician supervisor which the information already setup in our AD. Can it be implement? For example, Organization 1 : A's Supervisor is B and C is B's supervisor Organization 2: D's Supervisor is E and F is E's supervisor If it is high priority and A is breach of SLA, the case should be escalated to B, and C espectively While if D is breach of SLA, it will be escalated to E and F espectively.
Auto-refreshing the Home tab
Is it possibe to have the Home tab auto refresh, as it is with the request tab?
Reporting Transferred Requests
I've been asked to report on requests transferred to and from each technician on a monthly basis. I can;t find a way to do this. The only reference seems to be the history of the request. Has anyone tried to achieve this before? We're running version 7508. Thanks in Advance, Nick
SSL cipher strength
Hi, Could you please advise how we strengthen the SSL Ciphers in use as we can't find the apache config files. This needs to be done before we make our Server Public Facing otherwise will will fail our PCI Scans. Thank you,
SQL statement for Hardware inventory
Hello I want to make a report of my workstations. Could anybody give me please an SQL statement for a list containing following data: workstation_name Mac-address IP-address as well as the user and the department in case the asset is in use. Thanks a lot, Marc
Stop timer NOT started when Requests are Resolved?
Hi, I've noticed some Requests go overdue immediately when requestors reply to resolved requests. Even though the Request was put into the resolved status before the due date, users who reply after the due date automatically make the request go overdue. It seems that the stop timer does not start when Requests are put on hold - is this correct? I appreciate I can use the settings under the Admin / Self-service portal settings to prevent requestors re-opening Requests with emails, but we like this
Submit Requests via .Net Application
Just wondering if there is a way to use the API from a VB.Net application that i am developing? would love to be able to add requests thanks
Issues of OpManager Build 8052 and ServiceDesk Plus Build 7608.
There is an issue of integrating both the applications. OpManager does no log auto-tickets in SDP. The dopcumentation says as follows:- "Since OpManager uses email as the mechanism to log a new ticket, you need to enable the “Email - to - Request” conversion feature in ServiceDesk Plus." Where is this feature in SDP release 7608 ? Regards, Shah...
Delete all request and reset request counter
Help me to delete all requests, computers, changes , announcements, tasks and other elementary operations but save all requesters, specialist, group, categories, knowledge DB, all template and other settings that I have in Administrator tab and reset request counter. reinitializeDB.bat don't help me because it kill all and Admin settings too.
Forward Template not used when forwarding "Conversations"
Apparently the "Forward" template (Admin > Notifications) isn't referenced when forwarding a "Conversation". It works fine when forwarding the "Description", but not for subsequent conversations. Please confirm and address this issue as soon as possible. Thanks- Marc
reporting & stats issues after moving requesters to another site / department
Hello We have 4 users that changed the site and the department 3 months ago. Unfortunately, I forgot to update their site and dept in SD+, so we continued to open requests for those people on their old department. I changed now the site and department of the 4 requesters. When launching the request report by department, the requests are still booked on the old department. Then, I edited the requests and updated the site and the department to the new state. The report is still not updated, and the
Need to keep users from being able to change their department
I need the ability to lock users departments and keep them from being able to see other departments that are listed. Is there a way to do this? Thank you, JW
Major Date-displaying Problem in SD+ 7.6 Build 7608
We realized there is a major issue with the dates (created on, due by, etc.) in requests in our ServiceDesk Plus 7.6. Build 7608 installation. See attached screenshots to get an idea what I mean (Today's date is 23.06.2010!):
Average Resolution Time
With the availability of resolved status.. is there any field which contains the resolution time of the request. This time should be calculated as difference of time from the ticket marked resolved to the creation time and only include the operational duration.
Remove LDAP Authentication
Hi, I used to use the Domain authentication. Today I made available the LDAP authentication I imported the users, so now I have every user twice (one with my domain, one without domain). But for my account, the LDAP one is selected and I don't have the administrator rights, like I had with my account with domain authentication. I don't have another admin account. Please help me to remove LDAP authentication and get back to Domain one!
On Active Directory import: match field "Site" with AD-field "City"
We realized that on a Request import from Active Directory, one can only match the field "Site" with the AD-value "Office". This is quite wrong for us, because we use the "Office"-field for the real office number. I would very appreciate, if we could match on an import the field "Site" to the AD-value "City"! Is this probably already possible via a workaround? Because it would save us a lot of work...
Searching for Merged Request (Child)
Please can you advise how to search for a child request that has been merged? This has always been an issue for us but used to be able to search for the requests by changing the request numbr within the URL of another request. This no longer works since we have updated to version 7608 and is a major issue as requesters keep on quoting RequestID's that have been merged. Please could you advise ASAP. Thanks
Report Software Details by Workstation
All, I tried doing this using the Report Wizard, but what I'm asking for spans too many tables for it, I think. We're currently being audited by Adobe (joy!), and they want to know a lot of information about what we have installed (including the Free software such as Adobe Reader!). So, I'm trying to generate a report which gives the following information, to add to another spreadsheet which we're working on: Computer Name | User | Product Name/Version | Assigned License Key
SDP screen error
Hi Our some technicians tell me their screen is error like the following picture. Could someone help me to fix the issue? I have rebooted server and restarted the SDP service.
Parse Incoming email
How can I parse incoming email into the proper fields for ticket submission? I tried entering the variables into the description of the email but it didn't seem to work. Pretty standard feature in ticket systems I've seen. Maybe I'm just doing it wrong. $RequesterName = email@email.com $Category: Servers $Title = serverproblem $Description = problem
CLOSURE OF REQUESTS
Dear Helpdesk team I am going through the demo of helpdeskplus. i am quiet impressed so far 2 queries are there 1. can i import assets in the same way i import requesters 2. closure of request , is taking the completion of request as present time but when a help desk agent does this closure, he may do it bit later also and he should be able to do it pre- timed. is it possible regards indu
Notification when use AD in Servicedesk
My configuration is setting to “Enable Active Directory Authentication”. When I authentic using Active Directory , after create a request, the notification of assignment to the technician and the close notification (to requester) doesn´t work. The notification of Acknowledge Requester works fine. When I authentic local (not using AD) in server with user administrator all notifications works fine. Help
Assigning Tasks to Tickets in a Business Rule
I'm tried to create a business rule that will assign tasks to a request based on the request title. This is to be used for user starter & leaver tickets so we can assign the list of tasks to be competed. I can't find a way to assign tasks or templates in a Business Rule. Has anyone achieved this? Thanks in Advance, Nick
SSO Broken after upgrade to 7.6.04 in Servicedesk Plus
2/12/2010 I upgraded Servicedesk Plus from 7.6.02 to 7.6.03 then 7.6.04. Single Sign On worked fine for the brief time I was running 7.6.03 and it was working in 7.6.02 and before. When I upgraded to 7.6.04 Single Sign on doesn’t work. I’ve restarted the service a couple times without success. Every time I load my browser it just comes to the login screen. I can successfully login if I type in my credentials but I cannot get it to do it automatically. I didn’t change anything in the SSO
Select Box missing in All Tasks
Hello, Ever since the last update, I'm missing the Select Box on the All Tasks window. I went to the Column selection window and played with that setting but it still does not show. I also tried a remedy found in another post that said to remove my login then re-add it, but that didn't work either. Does anybody have an idea on how to fix this? Thank you.
How can customer acknowledge ticket-status
Hello, how can a customer acknowledge the status of a ticket in the webform (for example: from status: resvoled to closed). Thank you Martin
Uninstalling Patches Not Supported
Question for you guys. If a patch that I install for ServiceDesk breaks something and makes portions of the system unusable, what exactly are my options? I know that there is an "Uninstall" option in the update manager, but on your website there is a note that says "Uninstallation of a successfully installed patch is not supported." By the way, before I go on, I think it's ridiculous how you say this on a part of your site that you go to if and only if you've attempted to uninstall a patch and
Asset
Hi all together, i just want to know why some of workstation asstes are scaned and identifyed, but the is no user identifyed? How can i identify the user? thanks in advance
Query Report History
I need query for a report. Need all information about history of Workorder. Like this: Criado por Alberto Aloisio de Rezende - Grupo Mult em May 24, 2010 11:31 AM Operação : CREATE , Executada por : Alberto Aloisio de Rezende - Grupo Mult Atualizado por Lucas Pacheco Cruvinel Borges - DigiOpen em May 24, 2010 02:29 PM Solicitação atualizada por : Lucas Pacheco Cruvinel Borges - DigiOpen Técnico alterado de Lucas Pacheco Cruvinel Borges - DigiOpen para Samir Tanor Salgueiro Bié Hora de atribuição
History Report
I need list all history of one workorder. History and details. Like this: Criado por Alberto Aloisio de Rezende - Grupo Mult em May 24, 2010 11:31 AM Operação : CREATE , Executada por : Alberto Aloisio de Rezende - Grupo Mult Atualizado por Lucas Pacheco Cruvinel Borges - DigiOpen em May 24, 2010 02:29 PM Solicitação atualizada por : Lucas Pacheco Cruvinel Borges - DigiOpen Técnico alterado de Lucas Pacheco Cruvinel Borges - DigiOpen para Samir Tanor Salgueiro Bié Hora de atribuição do técnico alterado
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