service requests versus incidents
Is SD able to separate service requests and incidents? Service request do not necessarily need to have the same priority ratings as incidents and are not time sensitive. Any way to distinguish between the two? Thanks
What sort of SQL maintenance is needed?
Hi Guys, I've noticed we've had ServiceDesk installed for just on a year, and we've never done any sort of SQL maintenance plan on the database. Can anyone tell me if there is a best practise guide for running maintenance on the ServiceDesk MSSQL database? Things like re-indexing etc. Has anyone set up a maintenance plan for their SD database? If so how'd you go? Cross fingers for me people, I'm upgrading from 7018 to 7504 tonight. Hopefully things go smoothly! Cheers!
requestor autofill
We have Sevice Desk Plus 7603. We would like to autofill request initiator's filed under technicians. As for now every technician has to manualy type his name in this field when he creates a request to somebody else. how to achieve this?
Technicians can´t delete their self-created reports
Hi all, if my technicians create a user defined report, they are not able to delete the templates again. If the repport is tagged as private, not even i as admin can delete them, because i don´t even see them. Only workaround is to remove the "private" tag, then i can delete the report template. - how can i allow the technicians to delete their own templates? - how can i see all templates, even the private ones? Thanks for your ideas, Uli
scaning IP Printer
Hi , when i try to scan IP printer on network, with default snmp community, it gets failed, "Connection to RPC server in the workstation failed" i have HP printer LaserJet 2600 i can scan it from linux snmp command , #snmpwalk -v 1 -c public 172.18.12.27 SNMPv2-MIB::sysDescr.0 = STRING: HP ETHERNET MULTI-ENVIRONMENT SNMPv2-MIB::sysName.0 = STRING: IT_Workshop ... ... . . . . any idea to solve this
Email fetching errors
We are getting the following error in System Logs: Info in email fetching Server started at : Fri Feb 05 07:00:41 CST 2010. Current time is : Fri Feb 05 07:41:19 CST 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time. --- SDP time is 1 hour behind the server time. I found the following solutions thread: http://forums.manageengine.com/topic/info-in-email-fetching However the links provided in http://203.199.211.69/sd/AddSolution.sd?solID=63601 are
Color-coded Requests
Request listings are listed by default font color, and you can distinguish their status by adjusting the filters. However it would be useful if at a glance you can see all requests color-coded based on their status aside from status being displayed in
The Requests tab when looking at an asset - how does it populate?
How do you get to make use of the Requests tab when viewing an asset? I see the "Problem details" and "change details" that look like they would be very useful. It looks like I'd have the ability to see all of the problems associated to one printer, etc. Is this all SLA stuff ? Do I need to setup some kind of dummy SLA to somehow use these features?
Auto Uninstall
Hi, Is there a feature within ServiceDesk Plus (Enterprise) to automatically uninstall prohibited software? If not, is this something that can be added in? I know this feature is available in Desktop Central, but it seems silly to monitor your software installations whihin two different applications. Thanks Sharlene
Cosumable Purchases
Dear Gurus We in our IT department purchase several consumable items (which is not through purchase Orders). The items like toners, hard disks, motherboards, memory etc all these items we purchase using our assigned petty cash from accounts department. These items are on cash Purchases. In the end of the month we sent he statements with the invoices to accounts department to charge these to respective departments and we reimburse the money from the accounts for other purchases. How can we do this
Asset Relationships-Business Service
I cannot find where to add more options for Business Service in Asset Relationships. All I see are the default entries: Corporate Website Email Internet Access Intranet Payroll VOIP or Telephone I cannot find how to add more services. I am using SD Plus 7504
Service Desk Plus Training
Hello, Does anyone know where i can go to get online training for this? Thanks
Need clarification on Approval functionality in the Change module
Can you please clarify how the approval process works in the Change module? When more than one CAB member is added for approval, shouldn't they both get a notification email? What if there is only one CAB member added and that person approves the change. THEN, a second CAB member is added. Will the newly added CAB member receive a notification email stating that they have a change to approve? If there is more than one CAB member added for approval on a change, do they both have to approve the change
ServiceDesk Plus Blackberry Mobile Client HTTP 504 Error
Hi, When trying to connect to SD via my Blackberry 8520 using the BB browser, I receive a HTTP 504 (Gateway Timeout) error. My colleague has an iPhone and this works fine for him. After looking around the forum, I've tried to go to http://server:port/mc from Firefox/IE on a desktop and this works fine. Can anyone help please? Regards, Phil Rich
Holiday Reports
Hi, Do you have any up to date query reports for holidays. Specifically looking for a report showing dates booked for each technician, but any other holiday reports would be welcome. ServiceDesk 7.6.0 Build 7602 Thanks Mark.
Issue with changing Scanned Software types
SDP+ 7603 To reproduce the issue: 1. Open Assets --> Scanned Software 2. Check the checkbox on 1 or more entries 3. Change the “Move To:” dropdown box to the desired Type 4. Click the “Move” button Once complete, repeat the process again on 1 or more entries. When you click the “Move” button for the second time, the selected entries are not changed. NOTE: In addition, after this action is performed, most “Filter” dropdown boxes for any list in SD+ (e.g. Requests, Purchases) fail to work.
Forward and back buttons not in v7600?
A technician on my team pointed out the foward and backward arrow buttons are no longer present in v7600 when viewing a request. He noted the buttons used to be located in right hand corner of the request which allowed him to page through his requests as opposed to viewing a request and then clicking the request tab to go back to the request list. Would you consider reimplementing these buttons? Thanks.
Asset scans do not always report correct software versions.
All scanned systems are Windows XP, SP3 with permissions controlled by group policy. The versions are listed correctly in the registry under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall. How can I troubleshoot this problem? Thanks SDP Version 7.5.0 Build 7512
import Active directory from Windows Server 2003 to servicesdesk in linux
i cant import all the users in Active Directory in w2003 to ServiceDesk in linux.... i will appreciate for the tips will be come
Submit request closed
I have noticed that in all the builds if you 'Submit the request to be approved' that you have to specify each time to whom the email goes, and even if they approve the resolution, you still have to close it. We would like the ability to have the 'To:' field (when submitting for approval) auto populate with a specific email address, and then that person (most likely a supervisor) if he or she feels that that request and resolution was handled correctly can approve it which closed the ticket. Thanks!
Return Purchased Items in the PO system
Once an item has been marked received, how do you mark it as returned and remove it from inventory. For examle, one our guys ordered an monitor, recieved the monitor in the PO system, but then found out he ordered the wrong monitor and has to return it. He has also added it to the Asset module. So how do we mark this item as returned? Thanks
Problem when scanning x64 workstation
Ciao, when we try to scan Vista x64 workstations or Windows 2003 x64 Servers, all the software installed under c\program files are correctly scanned, but all the programs under c:\program files (x64) are not recognized. Any idea hot to resolve the problem? We use ServiceDesk Plus 7.0.0 7021 version. Thanks
service desk "jump to" Opmanager
Since we moved Opmanager to another server, the "jump to" function from sd+ to Opmanager is broken. Where do we enter the new ip address for the Opmanager so that SD+ can locate it?
Work log
Hi All, Would it be possible to get additional radio button or similar funktion that in work log lines? Reason for this is that we have two different flat rates for service. Which is meaning that if techican will go to site/reguester cost will be example xx eur and if technican using remote access to fix problem cost will be x eur. We would want to see how much is used to whick service. These would be groupped in reports. Or is this possible to make self?
Send SMS on escalation
Hi What we would like is, depending on the priority of an incident, send an escalation SMS to the Service Manager. I can only find an option to send an email. Is it possible at all to send an SMS on escalation and/or potential SLA breaches ? kr, Peter
blue result screen when replying to email
ever since we upgraded to 7602 we get the following screen with a blue banner at the top with the word result in it when we reply to emails in a case. this only happens sometimes. closing the browser and reluanching will fix it temporarily. upgrading to 7603 did not fix the problem. see attached screenshot.
Templates (or ability to add/change fields) in solutions
As we've used the service desk system over time, our solutions database is all over the place as far as formatting, etc. It would be nice to have a template or something that's in place to give a guideline of how to format the solutions for consistency. Such as Summary Symptoms Causes Corrective actions Versions affected Other Information / Links If we could just have the ability to format the default "contents" space with this information, or the ability to add individual fields,
Reporting on re-assigned/escalated tickets
Is there a way to do a report on a re-assigned and escaleted ticket? I think this would be a handy feature - considering that most requests can be potentially be worked on by one tech for the majority of the time and then would have to re-assign it or escalate it. The original tech should have some metrics measured on his/her input on that ticket.
Upgrading from 7000 to 7600 , failed
in process of upgrading to 7600 from 7000 , patch failed on ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_14_0.ppm , error in update manager ..... lib\AdventNetDeploymentSystem.jar server\default\lib\AuthenticationFramework.jar server\default\lib\AdventNetPersistence.jar server\default\lib\AdventNetDeploymentManager.jar lib\AdventNetUpdateManagerInstaller.jar_new lib\SDeskWmi.dll lib\ADAuth.dll thirdparty.html server\reinitializeDB.bat server\default\lib\commonsdputils.jar server\default\lib\SDUtils.jar
CMDB enhancements
A clickable Business or IT services (currently only relationships that are clickable are assets, asset components amongst a few others) as IT services or business services incorporate more than ne IT system / application it would be nice to be able to click through IT services. Also a granular dependency tree for the CMDB, i.e. more relationships. This components uses this which relies upon this, which is connected to this etc. Also the ability to see the dependencies in a dependency tree for impact
Attachements go blank after duplication
We recently upgraded to 7.6.0 Build 7602, and have noticed that when we duplicate a ticket that has an attachment, the attachment is blank on the new ticket. I searched Known Issues and did not see this.
add asset issue
Hi, whenever we add a workstation, it just replaces an old entry, instead of adding a new workstation. For example, after a network scan we have like 20 workstations. If we delete 19 of them and then add one, then we will not have two workstations, but the workstation will be replaced. Is there any resolution ? this is really buggy... Thanks.
error converting product from workstation to server
For whatever reason, our system has set product the "VMware Virtual Platform" as a workstation/desktop. When I try to set the product type to a "server", I get the following error: FAILURE :Error while saving the Product Details. Please report the problem to the system administrator, with the Error Code - 1,266,014,771,571. Fantastic error display folks.. Completely meaningless to anyone other then a developer. How an I suppose to fix this myself? Please help resolve this. We are running build
Request additional fields query report
I made 3 additional fields for a form as a number type. I need to extract data from those fileds in order to make a report that calculates something. How do I know the name of those fileds in the tables? Or how can I make this kind of report? Please advice. Best Regards Denis M.
Request loses group and technician when Request Status changed via Edit Request from filtered view
If we are viewing our tickets in a filtered view (that is, a list of Open Requests, Pending Requests or some other custom view) and check to select the ticket then click the Edit Request button at the top, then only change the Request Status, the request loses Group and Technician assignment. If you look at the screenshot, this is what we see in the history tab, making it appear that the Technician actually changed those fields when in fact ONLY the Request Status field was adjusted. Let me know
Hotfix 7604 Released
Dear Users, Please refer to the below announcement notification for the latest hotfix 7604 release. http://forums.manageengine.com/topic/hotfix-7604-over-7600-released Regards, Srikrishnan ServiceDesk Plus.
Attachment Size Limit?
Is there a maximum size limit on attachments that are able to be "auto-logged" from the specified mailbox? We can't seem to get a 11MB file to attach, a 8MB one works fine, it's a PDF. Our maximum size limit for internal mail is 15MB, is it possible to increase it to 15MB? Halp :)
SDP with Lotus Notes
How can I extract email addresses from Lotus Notes 7 so that I can upload it to the SDP. thanks
Any Way to shrink DB size
Hi - I was hoping that with the archiving option introduced in version 7.6 that this would facilitate reduction in DB size ? However have turned this option on, auto archiving anything over 12 months old, however it seems to put the data into a separate list still within the live DB. Whilst this makes searches back through the DB quicker as they by default dont seem to include the archived stuff, this does not appear to address the issue of ever expanding (and slowing down) database size. Is there
Custom view question
We have a number of custom views so that different technicians can see just their own assigned calls easily. I want to create an additional custom view so that each technician see their own assigned calls AND any calls that have come into the service desk and are currently 'unassigned' I dont seem to be able to do this using the advanced filtering within custom views ? Thanks
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