Error occurs in Request Filter
After the last Hotfix (7504) the filters on the request page does not seem to like editting. If we create a new filter or edit an old filter it fails attached is a word document with the error and the filter. the two lines with "Completed Time" on them were not added by us. And, if you delete these lines, save the filter, then come back and edit the filter, they are there again. thanks for the help.
Business Rules
Hi, I wanted to know something about the Business Rules. As I do not wish to add the same rules 60 times over for each individual site, if I add them to the default will this mean that they apply for each site. Or is there some way of applying them for each site without going through and retyping each one?
Average Server Down Time?
I'm just wondering, what's the typical amount of down time that you're experiencing? I own my own server and seeing a couple of minutes a day. In the past I used ObservePoint's web server monitoring, but I want to know if it's worth my money. Is a few minutes typical, or should I be looking for better? Thanks, I'd appreciate your input -Erin
Request was removed from Group after assinging to technician
We setup a business rule to move a new ticket to a certain group based on user's department. After we assigned that ticket to some technician, the request showed the assigned technician empty group. It happened after we upgraded helpdesk to 5501 version. Please, help us to solve this issue. Thanks
Business Rules
Hi There, We have 2 Sites, one in the UK and one in the USA. Is there a Business Rule I can set up to forward all calls to USA when UK are not in and vice versa. For instance, Tom Jones is working late in the UK, the support staff in the UK have all gone home, so the call needs to be forwarded automatically to the USA to action. Thank in Advance
Custom report help
Hi all, i want to write a custom report but so far am banging my head against a brick wall 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
how requesters can reply ticket via web form ?
Hello , I Have Question In SDP Software Please Guid Me As Soon As Possible question) whean requester send request to it department and technicians mark ticket as completed i want to now how requester can reopen request again at web form system for continues conversation?(i know at mail box requester can reply email and ticket automaticaly will reopen but how this action with web based form without using mail system how you handle this problem ?????????)
Requesters infos
Hello all, My AD is not having all users info, like email, phone, Site, Department. Is there any way to properly have all these information ? I tried to use "import CSV" after importing from AD, but it simply recreates a second entry with same login but no Domain information. I really would like to avoid to import CSV and then populate the Domain by updating the 2 necessary tables directly in the database. Any ideas ? Thank you Loic
Hide tasks from other agents
Hello, I have the need to delegate tasks within servicedesk plus and don't want other agents to see their tasks. Right now when I select show all for tasks on the initial screen it leads me to 'My All Tasks' I also see 'All Tasks'. I dont want agents to have the ability to see other agents tasks that may be sensitive or non-related. Is there a way to hide other users tasks? Many Thanks
E-mail notifications
I am having a sporadic issue with e-mail notifications to technicians when a request is added to the group. I do not have it set through the notifications menu because not everyone wants to get an e-mail, but through the actual group menu. I can forward and reply to users just fine which tells me the mail settings are correct. I have also actually seen it work for a day or two and then it stops working. Please advise.
7.5 Sp5 - Details and timescale?
A while back it was intimated that a fix was due by Feb 2009 and more details of it would be released soon. Not wanting to wish the month away, there isn't much left of it and no details of what is scheduled to be fixed in this next service pack/hotfix release and no time frame for it that I can tell. Things started off not too bad with keeping us informed of the 7.5 progress and getting 4 fixes out in quick succession, but still 7.5 has issues created for users migrating from V7 and issues in new
Approval need for Request Template
Hi There, I am setting up a particular Template for a request that needs to be approved before we can action the request. Can anyone tell me how I go about setting this up please.
Hotfix 7504 released
Dear Users, A hotfix to build 7500 has been released. The service pack can be downloaded from http://manageengine.adventnet.com/products/service-desk/service-packs.html The new build 7504 addresses the following issues, and a enhancement. Enhancement in this Service Pack: 1.SD-14042 - Requester can reply for the conversations from the requester login. Issues fixed in this Service Pack : 1. SD-11561 - Group email id is not sent in the reply email sent from ServiceDeskPlus after first conversation
Lost select box on requests tab
Hi All, Just upgraded My Service Desk to 7.5.0 and have lost all all select box so that I can select multiple requests and merge , assign etc. Can someone advice how to get them back ???
Move local Mysql to Standalone SQL
I performed a backup of my ServiceDesk database to migrate to standalone server running MySql when I performed a restore I received the following error. Error while executing this query:CREATE TABLE `slaescalation` ( `ESCALATIONID` bigint(20) NOT NULL default '0', `SLAID` int(10) NOT NULL default '0', `LEVEL` int(10) NOT NULL default '0', `STATUS` tinyint(1) NOT NULL default '0', `ESCALATETOID` bigint(19) NOT NULL default '0', `ESCAFTERDAYS` int(10) NOT NULL default '0', `ESCAFTERHOURS` int(10) NOT
Default Request Template Issue
we have created 3 level request categories: Category Sub category Sub sub category By default, the default request template just have "Category & Sub category" fields. Hence I want to add the �sub sub category� into it . But we can not find a way to automatically create the drop down list for the "sub sub category" depending on the choice of �category� & �sub category�. Can you help? PS Support Team: we are with the latest version of SD+.
Approval Needed for Request Template
Hi There, I am setting up a particular Template for a request that needs to be approved before we can action the request. Can anyone tell me how I go about setting this up please.
E-mail notifications
I am having problems with notifications being sent to group members when a request has been added to their group. I do not have it set through the notifications as not everyone wants to get this but through the groups menu where you can choose who gets a notifications. I can forward requests and reply to users just fine which tells me the mail settings are correct. Please advise.
AD Import - Devices not being added!
Hi I am running v7504 and have noticed that not all devices in AD are showing in servicedesk. I have tried manual import/scan, set options to automaticaal scan and update but still devices are not being added. Not sure if it is related but last week i had an issue with OU importing but this is working again and i can pick up new requesters from AD. Do you have any explanation for this or better still a resolution. Thanks Mike
SDP 7.5 Released
Hi Users, SDP 7.5 has been released. For further details regarding the release, please refer to the following post http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= regards Shanmugam PL ServiceDesk Plus
Merging reply email to original request
Hi, We are using SD 7 and I don't know if we can allow users to merge their reply emails to the original request. If this is possible, can someone show me how to do this? Thanks, tony
Templates fro Requestors not allowing drag & drop of fie
Version 7.5 I have a template I have created in the requests form and when I go to the requester tab it has greyed out all of the drag and drop fields so I cannot add them to the form at all. This was on a previous issue I lodged but the 7502 patch did not resolve it. Can anyone tell me what is going on here? Thanks. Brad.
Manage Juniper Product
Can the Service Mesk Plus manage Juniper netscreen Firewall SSG 350 product and Juniper IDP
Blank login page then LDAP Authentication is enabled
Hi I'v just installed version 7.5.0 Build 7504 and trying to enable LDAP Authentication but then this option is enabled I'm getting only blank white page instead of login page. If it disabled then everything is fine. how to debug it? where any logs are stored?
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
Help with auto-escalation
I need help setting up the auto escalation feature. I've tried b ut it just doesnt work! I know i've setup the incoming mail settings correctly because i see requests sent via email, but i'm not so sure about the outgoing email. When i try send a mail to a technician it fails...also when tickets are due and they are supposed to be escalated, they are not. PLEASE HELP URGENTLY!!!
How to interconnect 2 installations of ServiceDesk Plus
is it possible to set up 2 independent installations of SDP, so that they can exchange, eg. service requests between them? We have 2 installations of SDP in 2 countries, but sometimes an incident that is originally logged in one country, needs to be forwarded to the other country for further troubleshooting and investigation. How can this be achieved, without having to re-enter the incident and to ensure that both helpdesks are uptodate with the progress of the incident?
Rsport of Open Requests by Group
Hi, I was wondering how to do a report of Open Requests broken down by Group? Cheers, Todd
request templates
Hello - I have just upgraded to the lastest release (7504) and all is ok except that all my call templates have lost the default resolution field. So now when we click close it always makes the helpdesk staff type it in again!! Kind of annoying when you are reseting passwords throughout the day. Have looked at the templates and cannot see how to get these back.... Can someone please let me know.... I do hope you haven't removed this feature!!?? thanks Peter
Importing assets
Hi Is it possible to import assets from another asset management product? (i.e Hardcat). Hardcat exports assets to a text file. This would be mainly for non-networked equipment such as monitors, printers, etc. We are still running 7.0.0 (7022) but plan to upgrade. Is 7.5.0 (7504) much different than 7.0.0 (7022) in this area? Graham
Request Generation
We have an email that we do not want genereate a request. Any suggestions would be appreciated. Thanks is advance!
Barcodes
Hi, We are in the process of setting up a new asset tracking system using barcodes. I have scanned all barcodes and want to import them in to SD. However, doing this creasts new assets. How do I import the barcode inforamtion to assets that are already in SD? Any help is much appreciated. Sharlene
Asset import fails to link Owner against requester
When importing assets via cvs the owner is not linking with the requesters, instead the import creates another requester identical the same! any idea why? this use to work before 7.5 was released.
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
SLA Escalations
Could someone please esplain SLA esclations? Is there a way to have the requests change technician queues after the violoation? Or does it only e-mail about the SLA violation? Thanks!
Scan PC's in domain
Hi I looked through forum but i couldn't find the answer. I need to run scan of all PC from Network Domain in order to get all details like hardware, software installed on PC's and what users are logged on to what PC's etc. I think this should be done by assets tab or admin but im not sure thanks Marcin
java.security.cert.CertificateException: Untrusted Server CA
Hi, Some new problem with my SDP 7504 :( We have just bought public certificate from Polish CA Certum. I have imported it do sdp.keystore and : - IF SDP starts from windows service (wrapper...) log is full information like below : java.security.cert.CertificateException: Untrusted Server Certificate Chain - IF SPD starts from \bin\run.bat everything is ok there is no such information Is something wrong with wrapper configuration ?? Kind regards
No "Last Updated" column in request view
I just noticed that ServiceDesk has no such, "Last Updated" column in the requests view, as ServiceCenter does. This is a required column so we can see (and sort) by when a request was last updated... Was this an oversight?
SLA Auto-escalation
Hi I'm having difficulties setting up[ the escalation feature in servicedesk plus. I tried the free version first and couldnt get it, so i now tried the free version that allows two technicians still no luck! can anyone guide me on hopw to set it up. I got incoming mails to work, so people can log requests via email but i'm not so sure of out going mails. I've set the SLA levels and done the escalation settings but its just not working. anyone with experience on it pls advice. thanks
Preventing remote control functionality in 7.5.
I know that the answer to this question will not be supported by the moderators, so I am putting it out to the general user community. I currently am looking to upgrade to 7.5 in our production network. Our security admin won't allow me to do this with the current state of the remote control functionality (no prompting or lockdown of remote sessions). I need to come up with a way to restrict this function until a hotfix fixes it, and I was wondering what other people may have done. Here is what I
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