Add list of pre-approved changes
Hi I'm new to ServiceDesk Plus and am trying to set up a list of pre-approved changes in the system for people to pick from... Will I have to set these up as Request Templates and have people log service requests then pick one or is there another way? Many thanks Steph..
How to install 2 Services Desk Plus Application in to one server?
Hi, Currently I want to separate SDP in to 2 systems with difference data and structure. I tried to install another SDP in same server that currently running, but it always ask for uninstall the currently running. Do you have any solution for this issue? Regards, SOPHAL
Parameter reports
Hi, is there any way i can produce a report with a parameter query. I have produced this report from the time spent module and would like to let the user select a time period i.e. date from - to SELECT ti.FIRST_NAME "Assigned Technician",wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Assigned Technician",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",pd.PRIORITYNAME "Priority",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME)
Duplicated workstation/server entries appear in unassigned licenses
Have added software MS Exchange and the number of licenses we have purchased. However, there are duplication entries for workstations/servers in unlicensed installations. This is causing us to look as if we are out of compliance. Any ideas?
requester notification via e-mail only when mode e-mail
How I can send e-mail notification only requester that create request via e-mail and don't send email notification to other requester (telephone and other)
Business Rules - an explanation please
With the new multi layered and cascading Business Rules we are finding that what was working fine no longer works in the same way. We thought that after some support from the SD+ team that we understood what was now happening but it doesn't appear to be so. We use Business Rules (at the moment) only for filtering incoming emails and we had about 15 Business Rules that worked like a conveyor belt, i.e. each time an email found a match/fit within a rule it was handled accordingly and nothing further
Enhanced information about pending replies on requests
Can you look at enhancing the requests page so we can see the number of replies that are on a ticket since the last outbound communication. So 1 green, 1 red, 1 Green , 2 red would result in a (2) next to the red evelope on the request list screen. Also with that the AGE of the reply against the last outbound. Guess date and time is easiest to show here ( as anything else becomes subjective for everyone - minutes , hrs, days etc some would find minutes important , others a few days don't matter )
Closing Notifications for Groups
How I can send notifications to all members of a group when closing a ticket?. I'm testing the 7507 version. Actually this notifications are only for requesters. Regards, Pablo.
Purchase Orders = Assets
When completing a Purchase Order you can receive items when they arrive. Is there a way to NOT allow the system to enter those items into Inventory/Assets? We are starting to really fill up our Assets with junk that we have no intention of tracking. I know I can go in after receiving the items and just delete them but I would rather have the option to just not have them go into Assets at all. Is this possible???
Problems with upgrade from 7514 to 7600
Problems with upgrade from 7514 to 7600, after completion of the backup procedure of the tool updatemanager abort the installation, following in the notes on the error log.
Downtime tracking with ServiceDeskPlus? Did anyone try this yet?
We are brainstorming about wether we could use SDP+ to track down time of applications, servers etc. Anyone tried this yet, and if yes, how? Thank you. Jerry Klein
Understanding Sites
Hi! I want to understand using of Sites in SD. I'm working in organisation, that have some sattelites. So, most requests are coming from Head organisation (I'll name it A), and some from sattelites. So I created Site for our sattelite. Do I need to do the same for the A? For example in Configuration => Departments I can see Departments for "Default Settings" (Head) and for sattelite. Does this correct? Do I need to creat standalone Site for Head office? Or may be there is a faq for my quiestions?
Mapping requesters to specific request templates
Is there any way of mapping requesters to a specific request templates in ServiceDesk Plus so they automatically get that specific template when they log in with their credentials? Thanks in advance.
Technician can't see requests created
Hi, i'm new in this soft, to day, a technician tell me: I can't see a request created for attend my computer ! In our config, a technician only can see the requests assigned to him, but how can I do for he can see the requests created on his name as requester ? Thanks for help...
Adding software license asset error.
hi there, I've just tried entering a new software asset by clicking on 'Actions, Add software license' from within a scanned software asset. After entering all the details, I get this: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Cannot find bean vendorList in scope request org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Upgrade SDP
Dear All, please i need your help with urgent thing... i install the beta 7.6.0 build 7591 on my production so now i want to download the release 7.6.0 build 7603 i try it but i can't restore the data if i have new installation when i try to uprade it can't please how i can upgrade from this build to that build need your help need manageengine support help i am sure there is a way to do this upgrade... Thanks Alaa
Report Request - All Activity in a day
Hello - Hoping someone can help. Has a query been created, or could one be created to track all activity in all tickets in service desk for the current day? This is a report I have to run at the end of each day - this should include everything, ie new tickets being open, ticket assignments, notes being added, tickets being resolved/closed/assigned, etc. Thanks in advance.
help me understand history of a call terms
I am running the latest SDP build. When I view history of a call I see: Status changed from Open to on hold Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM ISAFTEROVERDUE changed from None to waiting on user to do something What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date). When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use
Issue with 'Jump to' feature
I have OpManager installed; however, I don't see anywhere to configure the 'Jump to' link to connect... The link for OpManager points back to SDPlus:port Thoughts?
Windows and Network Scan
I appreciate this topic has come up again and again, but I havent found the answer yet. I have run a number of Windows scans which picks up may 50% of the workstations/laptops and servers in the environment. The other ones we get DCOM errors or a cant connect error. If i run the network scan, it picks up lots more machines, but the erros remain. For example it cannot pick up my machine. Firewall is disabled via GPO, and i have run both the vbs scripts supplied in raised admin rights, but still nothing.
Customising Change control template
Hi, I'm just wondering if there is a way to or any plans to allow Administrators to customise the Change Control Template as you can with the Request Template ? Kind regards, Damian
Leased Asset Dates disappear when asset returned to In Store
Hi, we've just started expanding the use of the asset management function and the lease dates are key for our business. We're using Version 7.5.0 build 7504 and I've noticed that the leasing dates disappears when returning it to In Store. This was raised in Oct-2007 (topic: Leased Assets - How to keep record of lease) with the response that it was being added to the next release. Just wondering if this issue has been fixed? I've searched through enhancements and fix documentation of subsequent
email notifications in CMR, history
Gents, I would like to see the following things in the future releases: 1. Approval History in Change Requests (CMR) No way to know, what were submitted. 2. A lot of things are not added to history in Requests/Problems/CMR: I mean email notifications to user, submitted recommendations for approval, approval history, etc Any changes must be added to history It should be easy fixed 3. !!! Very important Email notification to Requestor, when technician is closed a task in CMR Requestor doesn't know,
Attachment limits
I understand there is a 10 MB attachment limit, however, is there a limit to how many attachments can be added to a work order...size of files being and how many attachments can be added to one request? I am receiving issues when a pdf with 31 KB is added it states "Maximum size of an attachment can be 10MB". This particular one has 2 attachments on the work order itself and 6 more attachments to the Conversation on the work order.
Request for Report
Hi, In SD 7.5 I need to draw a report showing computername+last login (user). It' doesn't seem that the "last logged in" field can be chosen when designing a custom report. How would the Query be in MySQL? /Regards
Associated Requester site not filled in new request created with the API
Since upgrading to the new 7602 release, every new requests created with the API don't have any site specified. It used to automatically associate the newly created request site with the requester's site, and now it does not anymore. Anyone having the same issue? Anyone found a solution for this? Thanks in advance
Probleme when deleting Sites
I am running SDPlus 7604 with MSSQL 2005 I have lot of Sites I want to delete. When trying to delete I get a message that it is used by another Module. I have tried to find those dependencies, but still I get this message. How can I get these Sites deleted?
'Location' field query
I'm trying to use the Query Editor to produce a report that includes the 'Location' field for an asset but I can't seem to find the right combination of table and column names to produce the output desired. I keep getting errors similar to this one in the 'Log' field: The column prefix 'locationDef' does not match with a table name or alias name used in the query. Can anyone help me by defining the correct table name, alias name and/or column prefix to allow my report to run and give me the 'Location'
Merge and Delete
There are some problems with merging and deleting reguests from main view page. Then one of the specialist try to delete or merge requests from main view menu by pressing a button - nothing happens. From request's view everything is all right. I'm trying to delete and add this specialist. He changed his domain password. Updated his java on PC. Tried to delete or merge requests from several diferent PC's. Other technicians can do this! Solution's like reboot SD server are unacceptable. Any suggestions?
Apache Exploit Reported
According to this article, a critical security issue has been identified with Apache versions 2.2.14 and earlier: http://www.senseofsecurity.com.au/advisories/SOS-10-002 Could someone verify which version of Apache is being used by ServiceDesk?
Request types
What's teh difference between a service request and an incident?
Customize Requestor field
Hi, I would like to change some text on the Requestor's home page. Currently, when a requestor goes to submit a ticket the text says "I am having issues with". We would like to change the text to read "I need assistance with". Is this possible and where would we make these changes? Thanks Johnnie Benson SCRA
Upgrade 7514 to Build 7600 fail
HI After update my server the Database are 7514 and the Service Desk are 7600 , Update failed with message only update faild Please Help what can i do to update the service desk to 7600 Greez Markus
how to add favicon
Hi, 1. How to customise the login page" homepage.do" 2. how to add favicon to the page. Regards Chetan V
Asset allocation issues
Hi A lot of my assets are coming up at workstations when they are infact printers, switches or routers, how do I change these, once they are imported into SDP as a workstation by default I can't see how I can change them
After setting tickets resolved, emails from the users dont reopen them.
This used to work until we upgraded to 7603.
Auto Calculation for Warranty
Under Assets, we always go in and modify each product to set what its warranty period is. For example a laptop we just got in has 3 years worth of warranty. It would be nice if SDP would auto-calculate the warranty period, when we put in the acquisition date. So if we put in the acquisition date of 3/1/2010 on a particular asset, then SDP would auto-fill the Warranty Expiry field with 3/1/2013.
SDP Error
Hi, When I tried to access Helpdesk requests today I received the error message in the attached document. I shutdown the SDP server and even reboot the physical server and still receive those messages. I am running SDP 7.6 with the latest service pack.
Solution Error While Sending For Approval
After send approval request for the solution, user can not view the solution detail, is this a bug?
Emails not being sent on Resolved since upgrading to 7604
When setting the Resolved status (either on the Request tab or the Resolution tab) the emails are not being sent to the user. All the configuration is correct as far as I can tell, sending emails works if I just reply to a request, but the notification rule for Resolved doesn't appear to be working.
Next Page