the username at up right corner became
hello: we visit SDP 7020， OpManager 7105, in windows xp , IE6 , and sometimes when after we created a new request, in SDP,the username at up right corner became "unknown", then we cannot use SDP normally and had to relogin. SDP is running on a clean old server, Windows Server 2003 system, OpManager is also running on it. I checked the log, many Exception stacks output like this were found: [08:11:29:734]|[07-09-2009]|[SYSOUT]|[INFO]|[24]|: [JBOSS] Engine: StandardWrapperValve[default]: Servlet.service()
Solution > Approval request breaks the solution
When adding a new solution and then forwarding to Approve, the system page locks and you cannot see the solution any longer. Is this a bug? - Has anybody else noticed the issue? BUILD: 7508 MS-SQL Backend Enterprise Edition. Ashley Cox
Change management emails users twice during send for recommendation
One or two of my CAB members get the same email during the send for recommendation in change management. How can I stop it? Cole
Upgrade from 7011 to current issues
all, i have a 7011 install that we would like to upgrade to 7509. the system is using a MSSQL 2005 SP2 database back end on a seperate machine in production. in my test environment, i have the MSSQL server and servicedesk on the same machine. When running the upgrade from 7011 to 7022, the database update takes forever, I have been too impatient to wait for it but i have let it run as long as 3 days before killing it. i can see it workin through the records in the database but it appears to be
How can I include reply content in notification to technician?
I have the notification that alerts the technician when somone has replied to a request enabled. Is there a way I can include the content of the reply in the notification to the technician?
Data missing while editing the request
Hello, I noticed that if I try to fill in the fields in the Requestor details section via Edit button associated with that section and save, the details will not get saved. (which is a slight inconvenience for the helpdesk users.) However, if I save the same details via Edit button on top of the request screen, they get saved. Please note that the fields which I try to fill in are custom made and not part of your standard fields. I am not sure if that makes any difference, but better to mention.
Send Self-service login details
How to use Send Self-service login details??? and how to trigger it to send login details to the user?? does the requester must be a registered user or it can also be an account automatically created when a user submits request via Email?? Thanks
Download Build 7508
Hi all, I know that there is a new Build Version (7509), but first I want to install the 7508. Can you please tell me where I can download it? Thanks a lot,
List of issues for 7509
Dear Users, Please find the initial list of issues that we are come up with for 7509 hotfix release. We have grouped the issues based on the modules. Will add few more in the list.. Regards, Srikrishnan. ServiceDesk Plus. Request / Problem : SD-15307: Formatting styles of request description & resolution, change/problem/solution description are not being saved (e.g. Bold/Italic/Underline /background color). SD-14177: Criteria for the columns in the Custom filters gets removed upon editing and saving
Ability to modify Service Desk Column width for Requests and Solutions
For example, in the Solution module, the Subject text is cut off at appropriately 25 characters. Regardless if you remove fields to allow for more "real estate", the subject text is still truncated. Perhaps you can add the hover over on the subject like you have in the request view? Or allow for resizing of the column width in the view? Thanks!
Customize Colum Width
The ability to customize the individual column width and text field length. At the moment there’s lots of wasted horizontal space, and the text itself doesn't fill the entire column, it’s just really messy;
SLA Due By Date
Hi, Can someone please tell me how to turn the due by date off? We have set SLA''s based on groups, and it says any request matching the above rules must be resolved by....and then you must state a time. This time is populating out due by date. However we want to do this manually, so techncians can manage their work load. How can I do this?
CVS Import and russian language
Hello, I tryed to import cvs file and seems its does not support russian language, please advice.
Test the upgrade
Please advice if I can use the License key in the testing server since I will do testing on the upgrade. Regards, Hassan111
Audit report that shows Software Type changes
Hi Im running 7508 on a MSSQL Anyone have a report that shows changed to Software Type in the last week ? We have a operation center that weekly move unidentified software into categorizes. I need a report that shows what changed they made. Anyone that can help me here ?
Question about Incident Cost
Is there a way to add the cost of supplies or materials to the Incident Cost? If we have to replace a hard drive for example, we would like that cost to be included in the total Incident Cost.
Ability to DISABLE the PO module
Our finance area does not use PO's and we (the IT dept) are not large enough to worry about PO's. I would like that module to disappear cause i don't use it.. disappear in the visual sence... remove it from the tab menu.
SD-14774 - Any update on status
Hi, With respect to SD-14774, "Contract Display being Truncated," will we see this in an update soon? Thanks
How do I print a Solution?
My choices seem to be "Edit," "Delete," "Forward," and "Approve Actions." I am an Admin.
When is SD+ 7.6 scheduled for release
I'm happy to see that 7509 will be released this week, but today I started reading some of the enhancements that will be introduced with 7.6 on the product roadmap page (http://www.manageengine.com/products/service-desk/roadmap.html). Has a specific release date been targeted for 7.6?
can´t delete systemlogs
Hi ich have seen our systemlogs are full with 58588421 logs :-) My Database are 30 GB full with this logs ! Please help ! what can i do ?
Import files into solutions
Is there a way to copy a tutorial I have designed into ServiceDesk without having to rebuild and import all the images? PDF, Word, HTML? I have tried to email it to the helpdesk then resolve and add to solutions, but it does not add it. Thanks.
Custom Report Help
Please can you help with a custom report to show the following in Service Desk Plus:- Request ID Created By Priority Opened Date/Time Resolved Date/Time Closed Date/Time Total Time Clock Was Stopped (hh:mm:ss) Total Time Clock Was Running (hh:mm:ss) MS SQL is being used on our setup. Thanks, Paul
change default fonts
Hi I need to change the fonts and customize SDP fonts. how can i do it? thanks
Solutions Areas
When viewing the solutions page the subject is ALWAYS cut off (i.e. How to connect to th...), even if you get rid of all the other headers like "Approval Status" and what not. I wouldn't worry about this as much, if when you hovered over the subject and it would show the whole title (like a standard link would show "How to connect to the VPN"). I would also like to see the Technicians have control over what columns the users see on the solution page as well, if possible. Thanks, Ira Locke
Change list view hover bug
In the Change list view, if the description of a change contains a single quote (') everything after that is truncated in the mouse hover information:
Asset Scanning - Linux/SSH
I am trying to use the Asset portion of ServiceDesk Plus to collect inventory from some linux systems. I have tried adding a system through the Asset section and through Admin->Asset Management->Network Scan In both cases I indicate the IP address and that SSH should be used. The scan window pops up and after a few minutes it fails saying that the "Connection to RPC server in the workstation failed" which looks to me like it's trying to treat it as a Windows system even though I specified SSH.
Page Refresh Bug
Hi, I have noticed something that could be classed as a bug. If I go to a service desk ticket, and click the reply button, a new window is opened to allow me to write the message. This message is a long one and I will be keeping the new message wnidow opened for sometime. In the meantime I would like to use the main service desk browser window to open other tickets, etc. This is not possible however as the new message window seems to continuously refresh the main browser window every minute or so.
Access Surveys remotely for diff sites over internet HTTP?
I think this is possible but how can we remote offsite users access the surveys? Is this possible?
Service Desk Plus
what is the port number to SDP scan access from Domain?
Attachments lost to Lotus Notes clients when forwarding/replying ?
Hello, Not really a problem at SD+ side, but hopefully someone has encounterd this... We've noticed a problem with Lotus Notes clients not receiving file attachments; if I CC the same reply or forward mail to a separate e-mail account (e.g. GMail), the attachment is received. Also, the mail is confirmed having the size corresponding to attachments + text. We have no problem with incoming e-mail to SD+ containing attachments, these show up fine, so it seems to be something at the Domino SMTP server
Two Departments Using Service Desk
Can you seperate technicians from two departments within Service Desk so that they only see requests pertinent to their departments. I have the I.T. department as well as the Project and Process department staff as techs in Service Desk. I would like it so that the techs only see information associated with their specific department.
Disable account, sub-account or contact after contract expires
Hello, Is it possible to disable a contact, account or sub-account when a contract associated with it expires?. I think for now it is only possible to send notification when the contract is about to expire??? If there is way now to do this , I would be grateful if someone could explain it to me? Looking forward to your reply.
Re-Opened Requests and SLA resolution time
Ok, I have searched online and haven't found any posts or roadmap regarding this issue. Today I had a technician who had previously closed a request well within the SLA resolution time. A few days later the user replied to the closed email and the job was automatically reopened. Now the issue is that the SLA was immediately violated instead of the SLA time continuing. Surely the SLA time should re-commence as per the "stop timer' statuses, i.e. OnHold, Awaiting External Support etc..., not just continue
sometimes a group doesn't show up as an option
I have an intermittent issue where sometimes a group does not show up as an option to select. Has anyone else run into this? Is there a fix/workaround? see below...there is supposed to be a "network engineering" group. Thanks
Report showing ALL equipment, devices, and printers
Does anyone know of a way to report counts of ALL pieces of equipment IT could touch....all servers, workstations, routers, switches, and printers (networked AND not networked)? I need a comprehensive list of absolutely every piece of equipment in the system, but can't seem to find anything that does that....and yes, I even need non-networked/locally-shared printers. We calculate allowed number of FTEs based on equipment/nodes touched.
remove the tab support + security issue
I have a problem with the support tab, it appears to all the technicians and it can see the same system log, which I believe is a security error, since a technician does not need to see the changes implementing a system administrator. sorry my English is not my mother tongue thank
Out of office hours still escalating jobs
Hi Is there a way that we can stop the Service Desk escalating tickets out of working hours? It is as though the working hours settings aren’t being taken notice of – these all came through between 21:43 last night and 05:14 this morning. Build 7 v7022 We have a test environment of the latest build, in the updates from our build to new has this been looked at or noticed by anyone else to be happening?
Request Templates
1. Please add the ability to APPLY a request template to a service request... There are many times when a user will submit a service request for where we have created a request template to use; however, the user used the general request instead. It would be great if there was an ability to apply a request template to an already generated service request. 2. Please add the ability to APPLY a request template to a service request via a business rule. 3. Please add the ability to add task templates
Error : General failure while performing the operation.
I use Service Desk trial edition and try to find the computer under the workstations in the Assets page, but i met the error with the system as below: FAILURE :Database exception while discovering workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,223,869,799,333. I checked and found that the problems may be in "SoftwareInfo" or "WmiSWUsageInfo" tables in the database server which used
Next Page