Plan to allow non-admins to access "vendors"?
Is there ever going to be a way for users who are not servicedesk admins to view vendor information? It would be very useful.
Acknowledge Requester by Email when the request is updated
When we first rolled out SD+, we chose not to enable the "Acknowledge Requester by Email when the request is updated" notification because we were afraid it would flood the user with too many emails. However, we have started to receive complaints from users that they're not being updated often enough. Can anyone explain what consists of an "update" that would trigger this notification?
Workstation Scan Deletes Previous Workstation Scanned
I've just spent the last half-hour looking up workstations which for some reason weren't in my most recent scan (to see last user login, to flesh out another list). I'd go down the other list until I found a workstation where I didn't know who was using it, then cross-reference my asset list in SDP. Occasionally, the workstation wouldn't be in the SDP asset list either, so I'd do a Workstation scan (I could tell from the other list that the station was on). This would result in adding the workstation
Error when trying to save new role to an existing Technician
Hi, When I tried to add a new role to an existing Technician, I get the following error on my screen. Regards, LT
reporting on days open for requests
Is there anyway when I produce a report on requests that I can have it show the number of days the request is/was open for.. I.e open requests show number based on the date the report was done, closed tickets bases on the date the ticket was closed.
Email templates
Why do empty lines get removed from email templates after you save them.. I am trying to space out the line to improve the redability.. only after save, they all end up bunched together with no blank lines..
asset scanning
is there any way i can attach and connect a scanner to service desk so to each pc i have i can associate things like keyboard or mouse and i can have a an automatic in and out feature for all the assets i take in or out thank you
Problems with requests
When opening new requests or existing open requests it diverts to request number #17. We are currently around #50000. This issue has only started since we have upgraded from 7022 to 7500 and then to 7507. We use MS SQL 2005 for our database. It happens mainly in IE7, seems to work OK in Firefox. We have deleted all cookies and temporary internet files. It is happening on multiple workstations using Servicedesk. Anyone else experience this issue?
Cannot Delete Sites
After our conversion from our old help desk program to Service Desk, we now have duplicate sites in the system. I'v went through the Admin side and deleted everything out that I can find where we can choose a site. But when I try to delete the site I still get an error saying that the site is in use and cannot be deleted. Where else besides Admin can I look to see where I still have linked items Thanks
7507 - Request detail blank on Approval
Hello, We have an issue which happens sporadically. A user follows the link to the Approval Tab and sees no Request Detail. This occurs in IE6, 7, and 8. Difficult to reproduce, the user will see detail on one Approval and see no detail on the next.
Technician as Request
Sorry, found the problem - at the Self-Service Portal Settings, the corresponding settings was turned off. Fixed now. Thanks. << Original Question >> Is there a way to create new request with any registered Technician as the requester? i.e. can technician make a request using his name? When I try to make a request, I can't choose any technician as the requester. Is it normal? Thanks a lot. Regards, Stephen Au
Database structure query
Hi, We are trying to report directly against the Service Desk database (MSSQL) but we are having issues with the times fields i.e CREATEDTIME column in workorder table. We can't workout how to decipher the time from the integer in the field. Anyone know how its worked out? Cheers
Network scan fails
Folks, I am trying to run a network scan, and it selectively fails. My company uses 10.0.0.0/8 address space. All my systems are linux systems, no windows boxes, AD and other s(tuff)... The ServiceDesk Plus server is located on the subnet A (10.12.0.0), and has an IP address of 10.12.5.15. Scanning 10.12.0.0/16 works fine, and I could collect data for 10.12.10.0/24, 10.12.20.0/24, etc. But trying to scan subnet B 10.22.0.0/16 fails. I am getting the following error: /10.22.5.10 : No response received
Mail Fetching
Good Morning, We appear to be having a few issue with mail fetching - no emails are coming through. I've checked the mail settings and all are correct and the service says its running. However, any emails sent to our ServiceDesk email account are not being pulled in. We are having no issues sending emails. We are running SDP 7.5.0 Build 7507 Any help on this would be much appreciated. Kind Regards Sharlene
Expanded overdue requests report
Management wants to see a report (stacked bar graph actually which I can do outside SDP if I can get the data) with the X-axis showing number of days overdue (i.e. 10 bars showing 1,2,3,4,5,6,8,10,12,>=14 overdue) and Y-axis with number of requests. The stacks will be by priority. The MSSQL code with those three columns should be all I need to take care of the rest. Thanks in advance for your help.
In progress tickets no appearing in open tickets
We have a range of In progress status setting, most which stop the timer. However when looking at open tickets we find that only those with the actual status of open appear... This is misleading as the others are still open.. What can be done to correct this..
Multiple Customer Support
MY company supports the IT of several seperate customers. Can ServiceDesk Plus support such an environment?
Move FileAttachments folder
Is it possible to move FileAttachments folder to another disk without SD reinstallation?
Servicedesk stop working
Greetings, Servicedesk ver 7.5 Build 7506 Windows Server 2003 standard ed. Processor Core2Duo 2.66 GHz RAM 4 GB DDR2 Today we experienced a problem in the servicedesk when we try to access it through the web, the error is "Page cannot be displayed" I tried to execute the command "run.bat" and I got this message "Invalid License File error 353" Also in the bin directory it shows a lot of error logs like "hs_err_pidxxxx.log" Regards, Fahad
Request templates with tables load slow! in IE 6,7,8 but not Fire Fox 3
We have a few request templates that use nested tables and they take a very long time to load in IE 6, 7 and 8 but load quickly in Fire Fox 3. No http proxies involved. Has anyone else had this issue? Does anyone have a suggestion on where to start troubleshooting? As a work around, we've install FireFox on the workstations of those that rely heaviy on these particular request templates. Tnx, Dominic Bosco
need detailed system requirement
Hello, support team. I am currently concerning using SDP as our service support software. I found the min system requirement here http://www.manageengine.com/products/service-desk/system-requirement.html, but I think it is not quite useful in any way, please kindly give me a detailed system requirement list, so we can buy a server and put it in the production environment ASAP。 The SDP 7.0 Professional edition will be installed in Windows 2003 Server std. and we have 10 engineers that use
Subnet Mask or CIDR in Asset Network Scanning
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Query Report Error - ( run smooth on mssql)
HI, After upgrade to new 7.5 some of Request has a blank department field so I am trying to build Query Report to get dept name from master department (departmentdefinition) but the query given below will not run. im using mssql SELECT dbo.WorkOrder.WORKORDERID, dbo.WorkOrder.REQUESTERID, dbo.WorkOrder.DEPTID, dbo.DepartmentDefinition.DEPTNAME AS Depratment, dbo.CategoryDefinition.CATEGORYNAME AS Category, dbo.SubCategoryDefinition.NAME AS SubCategory, dbo.ItemDefinition.NAME
Mail Format Almost Unreadable
Greetings, all - Hoping someone has had some experience with this and can assist in getting my settings correctly tweaked. Just started using the email aspect of ServiceDesk, mostly to send new help tickets to an outsourced technician. Our company uses outsourced POP/SMTP for email (Mailtrust through RackSpace). When I call up the newly-created ticket, and use \Reply\EMail the Technician, it constructs an email with: -Requester, Category & Subject -a couple lines with text like "false" and "X-NONE"
Database Query
Hi, I have another query with the database structure. We are trying to create our own reports directly from the database but are having trouble identifying the key that marks a record as deleted. We have lot's (000's) of tickets that have been deleted over time (mainly from bounces between SD and other systems) this is making the reports a long way out as we can't exclude them. Can you tell me what marks the record as deleted. Thanks
Query Report shows numbers in Date fields...
Hi there, I have attached some pictures in order to help you out on this. 1. Go to Reports ( as Admin) 2. Reports by Requests 3. Requests by technician 4. Press Edit to edit the request 5. Add "Completed Time" from the available columns to the Display Columns 6. Click "Run Report" 7. Click on Show query on the report 8. Click "open with query editor" 9. Click Run Report without making any changes. ( query.jpg) 10. On the Created Time and Completed Time field numbers are shown..... ( printscreen.jpg)
Error when importing users from csv file
Hi, When i try to import a list of users (11) from a csv file i get the following error: Apache Tomcat/5.0.28 - Error report 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: Array index out of range: 36
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Import Single AD User
Is it possible to import just one user from AD into SDP yet? Importing an entire OU to get one person is not an option here.
Can't open/edit Technicianss added prior to 7507 upgrade
Just upgraded to 7507 and have discovered I cannot open any Techs created prior to upgrade. My browser window (IE7) locks up, CPU goes to 90%+ and I have to force quit. If I elevate a new Technician, no problem. I can view and edit. Has anyone has a similar experience and/or found a resolution?
Work Order error
A few days ago I am having problems closing incidents were Open or OnHold. I've been watching the server logs, and I found a java error that is repeated several times: java.sql.SQLException: Error converting to convert a string to datetime. I do not know how to fix it, to see if I can give some clue. :roll: Thanks
Change order of windows in basic interface of requester
Hi there, is there any way of reordering the windows appeard to the requester? For example Move the Pending, Completed and All tickets to the right and bring the new request and search of solutions to the center ? regards , george
Being able to set a time for domain/network scans
I would like to be able to not only set the scanning intervals by Days ( Requester ADSCANS, ASSETS DOMAIN AND NETWORK SCANS ) , I would also like to be able to set a time for these scans. My network scans running at 1:27 am , not many pc are switched on at that time of the day. Cheers; Ralf
Problem Requests
When I associated an unassigned tickets with a problem, is there any way of having it assign the incident to the technician the problem is assigned to.
Groups that are deleted still show up
I had a number of groups that were associated with a site that are not required. However, when i go to delete them in Admin > Groups, they are not there. The only groups i can see are groups that are not in any site. Where can i find these groups so i can remove them?
resolution notification emails
Is there anyway to stop this notification including a copy of the intial request in this email. As with the signatures our company uses, it can make it easy to miss the actual text which appears at the bottom of the email..
Contract Display Truncated
Hi, We're running 7506, and in our contract display, the contract name and maintenance vendor are truncated. The picture should be pretty self explanatory. Obviously, the columns are sufficiently wide to display much more than they are. Thanks for any help.
Default Request - template
Hi As a company we have just recently begun using ServiceDeskPlus. A minor issue seems to annoy us, so it would be great if someone had a fix or some advice. Background: We'd like to use templates to our diffirent areas of work. The template name tells the requester which department the request goes to, so far so good. But when the user wants to make a new request the custom template is shown and a additional pick list in the top of the screen called "Change Template" where the user can select "Default
Mail Server Issue
We have been running Service Desk Plus for sometime but then 2weeks ago we moved out mail over to Exchange 2003. Since then i have been able to get service desk to talk to the server to pull in new requests but i am unable to get it to send emails out despite me entering the correct details. Does anyone have any ideas. Regards Ben_Ward@eu.shr2shr.com
MySQl -> MSSQL
Hello All, Can someone point me in the right direction where I can find a complete stepBystep walkthrough on migrating from Mysql to MSSql Thanks E
Activity Log
I'm wondering if SDP has some sort of logging capability. What got me started in thinking about it is one of our technicians claims his request has disappeared. If another technician accidentally deleted it we apparently have no way of knowing. Am I mistaken or is there some basic logging of the activities of technicians? Something in the form of: Technican changed status of Request ID ##111## to closed. Technican Deleted Requst ##111##.
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