Blank screen (again)
Hi, as I am unable to track solutions in the previously posted issues regarding blank screens, here's my problem... All by sudden, all users are presented with blank screen when they try to open SD+. SSO enabled, registry fixes applied, server in truested sites, deleted browser cache, etc. I have applied the latest update to ver. 7508 (just to be sure). Clients are IE6 with patches/SPs applied. Made a test on IE7 as well, same behaviour. Any ideas please? Thanks in advance.
Level of open requests reports over a period of time
I am after a report that I can produce by day over the last six weeks showing the level of open requests. Is this possible? Thanks in Advance Shaun
How are merged tickets counted in reporting?
can someone please explain how reporting works with merged requests? for example, if i have four users report four of the same issues, i usually merge these tickets into one. questions: 1. how are the requestors notifed of the merge and the subsequent updates and closure? are all four users notifed? 2. how many tickets count toward the 'closed' total once the merged ticket is closed? 1, or 4? 3. what determines what the 'master' ticket is? for example if i merge three tickets, which
Backups
Hi, This is probably an easy one but I am struggling to find the answer. Do I need to use the backup tool in SDP as well as backing up my SQL database (which is on a seperate server). Cheers Aidan
'Reports' Columns rearranged on CSV export?
On Version 7011 when we did a CSV export on a custom report we had, the data columns in the order.. "Created Time", "Completed Time", Category", "Technician", "Request", "Priority", "Department" & "Group" NOW on version 7.5 the columns are in the order... "Group", "Department", "Category", "Technician", "Priority", "Request", "Created Time", "Completed Time" ????? Why? We have just outsourced a developer to create scripts & macros to pull this data & populate Excel workbooks. Naturally it fails now!
Technical Manager....
There currently is an option to have a requester be considered a department head. This means that all requests made by that department are visible by the department head. We have run into a problem where the department head is also a technician in the system. He is responsible for one group and has the ability to see all requests assigned to that group. What we need is the ability to assign a technician as department head so that they can see all issues assigned to their group and all issues submitted
ticket no longer available when searched after merge.
Hello! i keep posting to the wrong forum by accident! sorry. (this new forum is a bit tricky!) i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question,
Can't use "Program Files" as the installation folder
So I'm installing a new version to back out of a error.. and I get the following displayed when I try to change the "default" install path of "C:\Adventnet\ME\ServiceDesk" to "C:\Program Files\Adventnet\ME\ServiceDesk"... "Please choose a directory name without space characters in it." Are you kidding me? In this age, I can't put the installation where I want? In easily the MOST USED INSTALLATION PATH in the history of Windows applications. Come on AdventNet.. let's get into the times. Why
Move assets from Workstation?
After doing a domain scan, it has put all the assets under workstation. This includes IP phones, firewalls etc. How do you move them out of workstation without deleting?
show better history in po module
when viewing po's right now, there is no history item logged for when a PO was actually ordered. this would be very helpful.
Adding Attachments - Make Easier
Currently the only way that we've been able to add attachments (after a request is entered) is to click edit then click attachments. Would be really nice to be able to click an Add Attachment button like you can for Work Log or Notes. Thx!
ability to expand fields in the workstation view
hello, when using the summary view, would it be possible in one of your future release to have the ability to expand or contract the different field lenghts listed? for example, i have long department names, and can only see the first 20 letters or so of the department. it would be useful to have the excel-like feature of expanding the column size to show all this info. thank you.
ability to enter directly into aquisition date, expiry date and warranty date
hello, currently we do not have the ability to enter a date directly into the acquisition date, expirty data and wraranty date fields without using the Calendar selection box. typing these dates in is a lot faster than having to go through the gui each time. in addition, this field cannot be 'blanked out' once a date is entered without running an update statement in the DB. thank you for your consideration of these enhancements.
Reporting
Hi All, We use the reporting function in ServiceDesk Plus to provide management with statistics from the previous wekk - I am sure many of you do. One thing that is slightly puzzling is the fact that we are always resolving more requests than are opened, I think this is because some requests are reopened when a user replies to a request that has been closed. It confuses the figures and means that every week we have to change the statistics or answer questions as to why the are different.
ability to manually enter aquisition, expiriy and warranty dates
hello, i have 400 hundred assets i need to add the above dates to. apparently we cannot just type into this field, and have to use the GUI selection calendar, which is very clunky and slow. can you please look into the ability to actually type into this box, rather than be forced to use the GUI? thank you very much.
Email Technician
I am running 7507. I noticed that after assigning a ticked to a tech, and I email the tech that the email is nowhere in the ticket's history. How do I track emails sent to the tech after it has been assigned? Thanks
Attachments do not populate in Resolution area
Hi SD Plus tech, I was wondering if there was a way to add the attachment of a Solution in the Resolution area when using the "Search Solution" option, then "Copy to Resolution" feature. We use several instructions as attachments to solutions, but we find when we use the features described above the attachment does not populate the description area of the Resolution. Any hints you can give me? As you know when including screen shoots there are several step you have to take which can be a bit
OPmanager integration
Dears, We have a problem in the integraton between Servicee desk plus and Opmanager , We've configured the 4 steps in the PDF file while when we create new ticket profile, the category list and technician list are empty ? N.B: SDP is 7.5 and OPmanager is 8 Please advise
Requester User Guide?
Is there a user guide that I can provide to the requesters? The only one I can find is a general user guide, which is more aimed at technicians. Christian
Tips needed for scanning Apple Equipment
hi all, We have several Apple machines on our network and I am not sure what the trick is to get them scanned. I noted that a couple seem to have worked but I am not sure what I need to setup to get the rest scanning. Any info would be appreciated.. Cheers Paul
servicedesk restore
i reinstall servicedesk plus backup i have,how can i restore pls send me
Email attachments
Why does it seem that We are getting ignored when we are priomised a feature that has been getting pushed over and over. Email attachments when is this going to be fixed. instead of adding more things/ features why not fix the ones that are broken. I need this fixed asap. I received an email with a screenshot and i dont get it when it comes from service desk. why is that> running Your Product Version : 7.0.0 Build 7022 Request ID : 1934
unable to change AssetExplorer Alert email recipients
Hello all, I am looking to change who gets the following asset inventory change email. The subject is : ManageEngine AssetExplorer Alert - Inventory Audit Changes. and it appears to come out right after the domain scan occurs. Currently it is being sent to a couple of users whos mailboxes are no longer valid. I thought it was related to the Administrators group since it says hello administrators but neither individual are in any groups. Can someone direct me to the correct location to
Error during database restoring
There was a necessity for transition from MYSQL DB Server to MSSQL. In ServiceDesk 7508 (MYSQL) the backup copy has been made. Then the program has been completely reinstalled. During the installation was configured to connect to the new database server. ServiceDesk with the default database starts successfully, but when restoring data from a backup error occurred (see log below). ******************************************************************************** * Restore
Unable to assign technician, group, site when editing request
Hi, I have "Pick(ed) Up" various tickets in our system and the group got reset to -. I went into edit on these tickets but when I click on technician, group or site, the dropdown lists contain nothing. This happens in IE 7 and Firefox 2 and 3. Because the group is not set, various views that my team use will not see any of these tickets. The dropdown lists just say "Choose Technician", "Choose Group" etc but nothing is in the list. Regards,
Problem with Due Date Calculation
Hi, The due date calculation seems to be wrong when the timer is activated again after the original due date. Please see attached of the history for the due date calculation. Thanks, LT
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: " at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRunning (SDClientUtil.java: 229) " thanks
Add notes to a task via email
Is it possible to add notes to a task via email?
Populate Possible Field Values with API
Hi, We have a request that it be made possible through the API to easily update requester field values. This is because a number of our fields contain information like version numbers that can change even on a daily basis and would be great to have a script run each day that could talk to the sd api and populate with the new list. Regards,
Error during the scanning
Hi I have 243 teams and a single scan, where hosts the application, when you want to scan any of the other 242 sends an error stating that the DCOM on the machine is not enabled. And the following procedure was carried out and there was no result. 1. Go to Start programs and run "dcomcnfg". 2. On the Component Services window, double click on the Component Services. 3. Right click on "My Computer" and select properties. 4. Select "Default Properties". Ensure "Enable Distributed COM
Problems after conversion to MSSQL
We currently use build 7011 and a live and test system. Currently our live system uses MySql but we want to convert it to MSSQL. The test system was created for the purpose of testing the DBconversion. I installed our current build under MySql, restored the backup and everything was working perfectly (i did have to edit the restoredata.bat file to exclude the wordoccurences table using the "-Dsdp.restore.error.ignoretables=wordoccurrences" command, to resolve a different issue where the requests
Extract of categories etc from SD+
Can I extract a list of my current, Category>>Sub category>Item say to Excel, I would like to be able to do this so I can use the same template/list for further installations in other countries I am implementing into for the same company? Hope someone can assist, and hope this makes sense?
Changing notes
Hi, if i create a note as private and later change it to public , it changes the creation date therefore messes up the sequence . Do you call this a Bug or a "Design Feature" Thanks
Attachments in solutions are not populated Resolution
When using the Search Solution option in the Resolution area, if there is an attachment within a solution that you choose to populate the Resolution, the attachment does not appear in the Resolution area. Anyone have any idea why this is happening and how it can be fixed? Mandy
Escalation by status
Hi was wondering if there is the ability to escalate on sla based on a custom status? We use complete as a closed status but now all tickets are being escalated as we do not mark tickets as closed. Anyway to add a filter to the escalation where we could select status in the dropdown and that way we could state where status not equal to "complete"? Thanks Bubbles
New Assets replace others
Hello, I'm trying ServiceDesk Plus 7.5 Version : 7.5.0 Build Number : 7508 I have a problem when discover assets from Active Directory. Multiple assets replace others Thanks for your help.
ServiceDesk Plus MSP Beta lack of features
Shouldn't this product be called SupportCenter Plus MSP? Where are the ITIL features that are in ServiceDesk Plus? Because the main difference that I see between SupportCenter Plus and ServiceDesk Plus is the ITIL features in ServiceDesk Plus which is missing in ServiceDesk Plus MSP Dennis
PO attached file error
Hello all, After attaching a PDF to a PO and saving wehn clicking the file link to view the PDF the server throws the following error.
Requester bug reported long ago... Still no fix?
Several months ago I reported a bug with AD Synchronization that (to the best of my knowledge) has yet to be addressed by the SD+ development team. The bug is such that... when I upgrade a requester from Requester allowed to view: Show only their own requests to Requester allowed to view: Show all their Department requests, the setting is reverted back to the default (Show only their own requests) every night when SD+ synchronizes with AD. This was acknowledged by Andrew and assigned Issue ID: SD-14397...
Scanning ESX servers (and other network scan devices)
Could someone please put some detailed instructions on how to get things like ESX servers, switches, etc to successfully scan. I have configured snmp on the devices and made sure I was using proper authenication and community string. All I get is a failed to scan. Everytime.
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