Custom Request View
Hi I would like to create a custom view that shows all jobs i have added time to. These may be jobs that are assigned to other technicians. My name only appears under the time elapsed section when i add a work log. Is it possible to create this view. The only other way is to run a report and this is not ideal. Ta
Assets overview bug
Hi, when I click on home I get an overview like this: IT Assets Workstations 1000 Printers 50 Routers 8 Switches 2 Others 0 Others TFT Monitor 216 Device 498 Others 179 Accessories 96 PC Hardware 100 When I now click on "Others / Others 179", sdplus doesn't show any entries for this category. Same problem for all but Workstations... If I for example go to TFT Monitors the list is empty and ---all products--- is selected. If using the left assets navigation and going to TFT Monitors it works fine
Custom Reports - Help!
Hi, Can anyone give me the SQL code for generating the following reports: - Total number of requests raised for previous month - Total number of requests closed for previous month - Request turnaround times (e.g. number of requests resolved same day, next day, 2 days, etc) I have tried manipulating the provided reports with varying degrees of success. Thanks in advance.
servicedesk Webserver crashes/exits
Hi, We were running servicedesk 7.0.0 Build 7011, and experienced that the webserver just stopped responding running on windows standard server 2003 dual xeon with 3gb ram(java version 6 update 6). When the webserver stops, i manually have to kill the mysql process, before i can restart servicedesk. first 2-3 restart run for 1-3 minutes then the same occurs again. I downloaded AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_15_0.ppm and upgraded the servidesk to build 7015 using the guide manageengine.adventnet.com/products/service-desk/service-packs.html#sp
Automated Close Process
After installing build 7017, we got caught out by the automated close bug and had to disable the feature. I have now upgraded to 7019 and was expecting any requests resolved more that 7 days ago to be automatically, which doesn't seem to be the case. Does automated close have to be enabled when the request is created for it to work or should existing requests now be closing automatically? AdamB
reports and weird sorting of resource names
hi running version 7018 and i created a custom report to show all resource names starting with the number 5. the resource names are identical to the 4 digit asset numbers on my physical asset names, and all of them start with 5 when i run the report the first 400 or so resource names are listed in numerical order 5000, 5001, 5002 ... 5400 but at some stage the resource names just seem to appear in a random fashion. the last 6 items read as 5527, 5532,5536,5535,5546,5544 is there any way to force
Configure Business Object to connect to Service Desk
I have created ODBC connection, but need assistance to configure Business Object to connect to Service Desk.
Errors whilst scanning assets
When performing scans on workstations in our domain I'm receiving the following error: FAILURE :Database exception while updating Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,221,463,682,064. Not sure why I'm getting this as there are no duplicates but what I do see is that some of our IP addresses on certain machines have changed and the scan I'm performing are scans directly on a particluar machine. I assume then that we cannot
Admin/Users/Technicians: e-mail address changes/is wrong?
I have the following problem: under Admin/Users/Technicians, the e-mail address changes suddenly without any changes done to the system (well, as far as I know at least). For example: correct address is tekki@company.ch and it changes to tekki@intra.company then I don't get e-mail notifications anymore. Our admins say they did not do any changes to the system - any idea what the solution could be? Thanks!
Couple of problems - Exchange 2003 related
Service Desk 7.0.0 Build 7015 Windows 2003 server standard edition. We're getting service desk running very slowly, I think since upgrading to version 7 a while back. I remember when searching the forums back then it seemed to be related to the communication with our Exchange 2003 server. Someone suggested turning off all the notifications to test, and that did solve the issue. However I turned the notifications back on as we need them and was wondering whether this issue has been fixed yet? I'm
User creation issues
We have been using SDP for about a year now, and our requesters screen is a nightmare! Several users have several accounts due to emailing our ServiceDesk from different email accounts. We are on the verge of either scrapping SDP altogether, or turning off mail fetching and forcing users to login to SDP via the front screen. Obviously we can not be the only company having these issues, so I have two questions: 1. How have other companies got around this 2. When are SDP going to allow more than 1
Mail fetch error after moving SD mailbox
Hi, I get this message when trying to configure SD mail server settings, after having moved the mailbox from one exchange server to another. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. Service Desk user has full mailbox rights. Please advise asap. Thanks
AD Passthrough failing
We are on V.7, B7009. We have been using AD Passthrough without fail since we upgraded to V7 a month ago. Today we were unable to scan an individual workstation, so initiated a full asset scan. After this process started, there was an issue that caused the process to abort. As a result, our AD Passthrough has been failing. With Enable AD Auth, and Pass-through Auth enabled, browsers are constantly refreshing to j_security_check. We can Disable the Passthrough with no change. Then Disable the AD Auth
Modify the fields seen by Requeters and Technicians
Hi, How can I remove certain fields that we don't use so the technicians cannot view them as they take up space on the request form. I have gone in and removed check boxes but they remain on the form irrespective :?
DCOM errors
Im having problems with the remote dcom on alot of my machines. I went threw the troubleshooting guide and everything seems fine but it still cant connected. I even did the "net use" command and that worked as well. The error is till get is " Error : Either access denied for the user or the remote DCOM option might be disabled in the workstation". Any suggestions would be great. We would like to get this fixed so we can test out this software for our envirment. Thanks.
Sites & Regions
We have finally got around to purchasing ServiceDeskPlus. I have been watching the application develop for 18months+ and am very pleased to be on board. However, to my horror, we seem to have lost some basic functionality along the way. I'm hoping I am wrong and you all know how to deal with this. Let me explain: 1) We are are a large organisation with over 100 sites. We also use regions to sites and we allocate groups of support staff to those regions. 2) SDPlus admin screens nicely allocate users
Problem with AD import - technician replaced
Hi, after doing a AD import one of my technician accounts is replaced by "Help Desk, IT" why? rgds
Scanning questions?
We are using a Windows domain and scanning the units which are attached is working quiet well. I have it set to scan by OU. I do have the following questions: Is there some way to workstation a unit while it is offline? Then network scan can not seem to query my SNMP devices even if I force it to scan a particular IP which I know is SNMP enabled. Am I missing something? Thanks, Bob
Change approval from list view?
Is it possible to approve changes from the list view without navigating to the approval tab for the change?
Contract "Support" field length
There is a problem with the "support" field under contracts. It basically lets you add an unlimited amount of information, but when you save, it truncates it to 5 lines. This field should either be expanded (ideally), or it should warn you if you are putting in too much information. I don't mind if in the summary display only the truncated information showed, but it would be nice if you went to edit the data that all your information was there. I'd like to put more information there than you currently
New calls logged when a user replies to a closed call
Hi, Is there any way to disable this feature? It's annoying when you close a call, and someone replies to say thanks and it re-opens the call.
Survey trouble
Hello I try to run a survey on 7010 SDP after each closed request. First of all on the survey page greeting wrote without blank, like "WelcomeUSERNAME". Secondly, after the survey this page open again with the "WelcomeNULL" headline and not working. How can I solve this problem?
Error MAIL_FETCHING: Error when processing mail
Good afternoon. After upgrade to version SD 7019, has stop with error (Error MAIL_FETCHING: Error when processing mail) periodically mail reception in SD. The request to help to solve this problem as it is very important! In broad gulls produces such error: <Operations> </Operations> <Rows> <ErrorLog ERRORLOGID="23652" OCCURREDTIME="1220511289432" MESSAGE="Error when processing mail" ERRORMODULE="MAIL_FETCHING" PROBABLECAUSE="Error processing email with subjectOfMail : РїС_Р_С_С_ Р_Р�С'С_ РїС_Р�Р_Р�
Ability to exclude request attachments from being logged automatically
We use an image in our e-mail footer, it would be nice to be able to exclude certain images (either based on filename or file type) from being logged automatically when logging a call. At the moment, unless the technician remembers to manually remove the image when logging the call we end up with hundreds of duplicated images within the database and folder structure of the ServiceDesk server.
E-Mail Requester - Ability to have forename instead of just full name.
It would be good to be able to select to display just the requesters forename when sending an e-mail template in response to a call. At the moment you can only select $RequesterName which inserts the whole name, and makes the response look unprofessional.
Making Notes on Request Searchable and Progress of Request
We are currently using the Solutions and this seems to work quite well, The only problem wit this as of now is that any notes we have placed on the Request we can not search on the Notes. This is where we make a lot of the conversation with the user and also give them support and post the solution to them. Even though we do use the resolution portion of the Request we still feel that the Notes Portion allows track and inform the user of the status of the problem and what steps we took to correct
Allow requester to see all requests in Dept
I know how to set this, so that a user can see all requested raised by users in a certain department. However, for the lfie of me I can not remember where this is stored in the Database. We are about to update the details for every user in SDP, but I need to ensure that the users who currently have this set, have it set after the update has taken place. Any help is gratefully received.
Migrate ServiceDesk from Windows to Ubuntu 8.04.
I have backup windows machine and then restore to linux. All works except attacced file to ticked. Why? Can help me
Query for MSSQL to Report on Printing
After a long struggle we finally have our assets database under control! Our techs have been logging calls and assigning the correct asset, and I was wondering if there is a way I can do a simple report of how many requests were made to each printer? Or even if it was who, how many, and which printer? This will allow us to track our most troublesome printers! Any help would be great, running 7018 and MSSQL backend Thanks!
Week numbers in calendar are wrong
The calendar in SDP is one week ahead when it comes to week numbers. I guess this has to do with calendar format but I'm not able to find a way to configure the calendar to have it display the week numbers correct. Anyone know a way to fix this? (We are on build 7011 but I did not find any entries about this issue in the newer versions) Any help appreciated! :-)
Db resetted?
After a server reboot, our ServiceDesk Plus is competely blank only possessing default settings. All settings and data are gone. I take it the db has been resetted, either pointing to MySQL or a default MSSQL. Where do i find the db settings and how do i reconfigure to point at our database? In which log can i find possible error information about what did cause this error? This is only the second week using ServiceDesk Plus in a live corporate environment and I DO get a bit concerned about running
Relationships for assets
Hy, Does someone could tell me why creating relationships between assets, workstations, and users (or business service), I generate duplicate records ? Do I miss some steps in the procedure or do I run it in a wrong way ? Thanks in advance for your reply, Regards.
Service Desk plus integration with HR system
Hello Is it possible to fetch some of requester detail from HR system that includes requester's supervisor information and requester's department and position. This information is not present in Active Directory. Most of our request types would require approval from requester's supervisor. So i want to add a task in request template that will be named "Supervisor Approval" and i want it to be assigned to requester's supervisor. I do not want technician to search for requester's supervisor information
Software reports fail
We just noticed that when we try to run 3 canned reports they fail. Reports: Software by manufacturer Software by Category Software Reports - Purchased vs. Installed Software they all give the error Incorrect syntax near '.'. They are all System Created reports. We are using Build 7015 & MSSQL
Domain Scan errors
Nearly All of my workstations now fail to scan when doing a domain scan 1. I am using Domain Admin credentials 2. If I copy one of the failed workstation Id's from the Failed list and do a manual scan from the Assets tab it works using the same credentials IT IS NOT A DCOM ISSUE !!!!!
Training Guides
Is there any where I can download in depth training guides for SDP? The change section of SDP is extremely poor from what I can make out, but that could be (but unlikely) down to a lack of understanding. I have seen a brief guide for the whole of SDP, but I was wondering if there was any specific guides on modules?
[7.0.0.7018] SD+ and Opera
Hi When I edit a request using Opera, I get a javascript error and the description field doesn't look right. Is this a problem with SD+ or how Opera is handling javascript? Can I correct this? Graham
Request Assign to Technician
If a Technician is loggin a request manually created by him under his Login case is not automatically assinged to Him. Ideally this should happened. Every Time Technicain has to select his name under the technician Tab.
Technician Does Not Appear In Group
I have created a new technician and added him to the appropriate group. However, when assigning a request, the technician does not appear in the filtered list. I have just applied hot fix 7019 (from 7017) thinking that would fix the problem as the list of fixes includes "SD-9121 - Request Template with a Group Field populated, technicians are not filtered out based on the selected group". Unfortunately, it appears not to be fixed. Is there a workaround that I can use? AdamB
Email fetching issue
Hello, We are using ServiceDesk Plus version: 7.0.0 Build 7018. I know that past service packs were supposed to fix issues with email fetching getting stopped but we still continue to have this issue. Does anyone know how to resolve this? I have contacted support, but they were not very helpful with offering a solid resolution. The points presented were vague. I look forward to a response. Thanks, Julie
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