view requests in "MULTIPLE" departments
Is there the possibility or currently the ability to allow a user to see requests in more than one department. For instance. We have our head of Engineering and we would like him to see all of engineering requests and also all of Customer Services requests as they report to him also. Thanks J
Change product from Asset to Component
Recently a technician had assigned a monitor as a Workstation when entering the product into a Purchase Order. When that purchase order was approved and closed, it created the monitor as a Workstation--which is now using one of our Asset licenses. I've already changed the monitor to be a component, not a workstation, in the Products section in the Admin tab. However, the monitor continues to reside as a Workstation. In addition, it now shows in the Components section, but opening it just redirects
AD and pass-through authentication
hello guys - i`ve succefully imported users from AD , and users can enter SD+ with their AD accounts. if i enable this feature - then nothing happens and systems promts for account as earlier. i`ve found similar posts and perform some recommendations below , but it did not help - tried different browsers - added SD+ server into trusted sites any ideas more? thanks!
Clear or purge all asset and workstation data?
We have a mixture of manually entered Asset Data and Scanned Workstation data in SDP 7.5, but it is all a mess from imports in previous versions and different naming schemes, etc. I was wondering if there is a way to clear all the Asset / Workstation data without affecting the incidents/problems and changes. I'm not fussed if old jobs do not link properly to workstations, as it is at the moment they are mostly broken or linked to the wrong workstation.
Error while deleting a workstation
I'm getting the following error when I try to delete an specific workstation. FAILURE :Database exception while deleting 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 - 1,232,225,436,097. :roll:
Why can't I delete a Technician
I get the foillowing error when trying to delete a tech and it is urgent I delete them as they can no longer login, so have to rercreate thier account as a tech Version 7008 Thanks in advance
Software still showing installed
I am having an issue with the software scanning tool. I myself have uninstalled the software from these machines and it is showing in the "Audit History Trail" as unsinstalled but when I search the software it is still showing as being installed on that workstations. Do I need to unallocate the licence from the machine aswell?
Introducing Me.
Hello Guys, Greetings. Introducing me. By the way, I am looking for book I ching translated by Kerson Huang. I cannot find those book anywhere. Do you know where I can find those? Thanks
cant login after 7505 hotfix
hi i`ve installed 7505 hotfix and now i can`t login with my administrator/administrator account - message about incorrect login/pass
remote control in Asset Management
Hi Again, When I saw the new functionality of Remote Control in Asset Management, I nearly fell of my chair in excitment. At last a way to support someone , while thier ont the phone telling you your issues and not have to launch a whole bunch of difference software. But to my dismay, every time I try and use it says Insalling Agent Controller or viewer and stays there for hours.... Can someone give me some advice or info on this issue and also, Internet Explorer comes up and says not insalling Active
error - with view request details
i have list of requests on page - mydomen/WOListView.do i want view addition details of reques and clicking on request with number 900, and instead this opening request details with number 901 (next number). for resolve this problem i delete part of URL. Like this - mydomen/WorkOrder.do?woMode=viewWO&woID=900&&fromListView=true - in this URL i deleting - &&fromListView=true and after that opening request details for 900 number. what can i do?
Chat feature in SD+?
I've seen posts that mention a chat feature being integrated into SD+...back in 2006 this was supposedly on the roadmap. Any chance this will be added soon?
Get message "Undefined" when doing requester impor
Get message "Undefined" when doing requester import from AD
SLA's OR BUSINESS RULES
Hello there, I am looking to set up a mail based notification to send a mail out if a call hasn't been ppicked up from the q after an hour. How can I implement this please.
Hotfix 7505 released.
Please refer to the following link about the hotfix release announcement. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Srikrishnan ServiceDesk Plus ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Migration to 7.5
I tried upgrading from 7.0.0 buld 7022, and it broke my install. The patch fails showing the following error: "There are no primary or candidate keys in the reference table"... but there's no lines in the log file. Please help me.
Java Heap Space problem
We just upgraded to 7.5 build 7504. For the most part, everything is working okay, with the exception of one major problem - the system constantly crashes when trying to run a scheduled domain inventory scan. It throws "java heap space" errors and "out of memory" errors. See the following relevant section of the log file: [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|: Java PING Result for the workstation : DENNYS-XP. Result of ping : false.| [10:39:52:108]|[02-25-2009]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[21]|:
Missing resolution in request templates
Wow, it's been quite a while since I've posted here. Just been far too busy. Unfortunately, I'm moving to a new job a week from now, where we won't be using ServiceDesk Plus. Anyway, before then, I'm trying to get the upgrade to 7.5 installed and tweaked. I upgraded 7022 straight to 7504 on my test box without incident. However, there now appears to be a feature missing in the new customizable request templates. I can't find any place to pre-fill a resolution. I checked the database, and the resolutions
Business Rules Criteria
I want to put the following criteria into a Business Rule: Match ANY of the following Description contains office Description contains word Description contains excel ... but it only seems to store the last one. How can i get it work. Actually i'm using the build 5003 of the 5.0.0 version. Thanks!
Request due date disappear after apply to 7504
Hi, How can I get the due date back while received a new request? I understand there may have some changes, but I cannot find out how to set it back. Please advise. Regards, Carmel Lee
Request Templates - 7.5
Hi, We have recently upgraded to 7.5 SP3 from 7022 and we are having some issues with the way Request Templates now work. We used to have several templates configured which allowed us to quick open and edit a case applying the correct categories and a default resolution. However on 7.5 we cannot find a way of apply a default resolution to a template. Anyone managed to do this? Kind regards, Barry
SLA notification rules
Hi, Please can some assist me. I am trying to setup the SLA notification rules but after finalising my template I cannot find where to enable it and put myself as the contact. I wish to have the system notify me 1hr before any call is due to breach. Thanks Jersey IT
Configure Jump To
Hi! We also running AD Manager, where do I configure this so When I'm working in servicedesk I can directly jump to AD Manager?
Segement Solutions by access level
We would like to have some solutions in the Solutions area only be viewable by Admins, other only by what location they are in. Is this possible?
Group notification settings are not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
Category listings
Hi, we currently have 5 different teams that all use service desk to log calls etc. the main problem that we seem to have is that there does not seem to be an easy way in which too separate out the different categories for each team. Is there a way to create a 4th tier in the category lists? so the first level can specify which team and then drop down to there own relevant fields. Thanks David
Java Exception in Logs
7504. I found the following in our logs this morning. A technician user logged in and then tried to pull up a ticket 20 minutes later and got the message that it was outside their scope. When they closed this and went back to the Request List they were logged in as "unknown". The error: [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[25]|: ENCODING : Setting Credential details in session for Sue Lastname| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|: java.lang.Exception: Stack trace| [08:09:43:443]|[01-21-2009]|[SYSOUT]|[INFO]|[50]|:
Cannot add any new products to SD 7.504
Last night we upgraded from 7.019 to 7.504. I have just discovered that I cannot add any new products. When I try, I get the following error: FAILURE :Problem occured while trying to get Software. Couldn't perform action on Products. Please report the problem to the system administrator, with the Error Code - 1,235,667,224,017 Can someone please help me on this? It has our asset management process stopped cold in its tracks.
Creating custom reports
When i create a custom using firefox i am unable to select a value for criteria in advance filtering. I click on the field and nothing happens. it has an icon for picking values adn clicking on that does nothing. Anyoen have a suggestion?
Changing details of default Admin technician
We are licensed for two technicians but would like to edit the default administrator login name to one of our own. can this be done? thanks
Request template bug
hi i have an issue with request template creation. by steps: 1. i`ve created a new template and added some words into subject and description fields. also i set a category (printer for example) 2. press Save and close request - it`s OK 3. open template again - fields and subject and description are empty and category field is "choose category" state 4. if i login to system as regular user and create a new request from template then i see filled subject and description fiels as it should be , category
How to handle alphabetical fields?
I'm sure I'm not the only one to find this aggravating. My Urgency drop-down reads: Critical High Low Medium Since I can't sort these values in terms of their relative weight, how are others handling this? Putting numbers at the beginning of the value? Using "normal" instead of "low"? this really causes problems with my priority matrix...I ended up putting the values in a spreadsheet so I could sort them out correctly. I have the same problem with custom fields that include numbers, like memory requests:
Grouping multiple scanned software assets as one
Hi there, I am a new user to SDP and am using version 7.5.0 Build 7504. Is there a way to group multiple software assets as one group/ item for example; we use an Adobe package called Creative Suite which contains more than one application (Acrobat, Photoshop, Indesign etc). all the applications end with a suffix of CS4 (e.g. Adobe Photoshop CS4 and so on). we would like to view them as one group and be able to drill down and view the sub applications in the software assets sections. any help would
Report Help
Hi all, i want to write a custom report but so far am banging my head against a brick wall Crying or Very sad basically, all our tickets are logged by the helpdesk at the moment at then I assign the job out to techs - I wanted a report showing: 1. The tech that it was assigned to not logged by, 2. The Status of the ticket, 3. The amount of time that the tech has had the ticket/how long it has taken to close. Any help would be much appreciated Thanks Phil
View request: previous and next link
1) filter the list 2) open a request (Request>View Request) It would be nice to have a "previous request" and "next request" link to easily view the details of the next request in the filtered list.
Minor issue: Leading carriage return in HTMLAREA on Requests
As is evident with the following notification template: ---------------------------------------- SUBJECT: --------------- $Title DESCRIPTION: --------------- $Description ----------------------------------------- The HTMLAREA form box is inserting a leading carriage return into the $Description field. View the output of a sample email notification below. SUBJECT: ----------------------------------------- This is a test subject DESCRIPTION: ----------------------------------------- This is a test
Trying to track software installs
I'm trying to find out how many workstations have a particular software installed. Please help
Starange increase number of request
one week ago it was normally. requests come one by one - 1401, 1402, 1403... but now numbers of requests increase randomly - 1600, 1807, 4502, 6443... what is this? what can i do?
SLA Question
Is it possible to do SLA escalation based on group? My group leaders only want to be notified of tickets that are assigned to their group. Thanks
SD+ Service exiting with Java heap space
In the last few days the following error has began to crop up causing the SD+ service to exit. Sometime a restart fixes it for while.. other times.. it exits immediatly. (running 7504) This was found in the serverout0.txt file [17:38:02:137]|[02-24-2009]|[com.adventnet.servicedesk.setup.action.ErrorLogDetailsAction]|[INFO]|[22]|: Form details before returning : ErrorLog Id : 77701, Error Message : null, Module : null, Occurred At : null, Probable Cause : null, Performed By : null| [17:38:05:600]|[02-24-2009]|[SYSOUT]|[INFO]|[17]|:
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