Solution Attachment Edit
Any way to edit the attachment and save directly back to the solution? At present, the only method I see is to save to a temporary location then delete and re-attach - seems cumbersome. Thanks
Software Licensing
Can anyone give me tips on how best to use the software licensing feature? I have 350 applications, many of which are used by many hundreds of computers. If I create a license for each of these, I would have thousands of individual licenses. Is this normal? I would prefer to have a single license that can be allocated to a number of machines, but I don't see this as an option. I would appreciate everyone's feedback!
setting up new asset management
What we are trying to setup, would be to have the assets assigned by room/cube. So we can go in add a room, then inside that room, put what computer they have, phone, printer, etc.. So when we have to change something in that room all we have to do is change one thing instead of re-entering all the information. We would also like to know if we would have the ability to run a summary report that would print out what each cube has in it for our records.
Close Change via custom status
Hello, As far as I can see right now a change cannot be closed until the status has been set to "completed". Is it possible to close the RFC using a custom status? I would like an RFC to close when the custom status of "failed" as been selected. I've tried setting the status to "failed" and then closing the change under the task menu, but the status reverts to completed. Thanks Rosa
Can't Restore Database (MS SQL 2005/SD+ 7012)
Hi, In order to attempt, once again, to upgrade from 7012 to 7018 (many attempts later...), we built a fresh virtual Windows 2003 Server. Then installed SD+7012 with the MS SQL option. Started SD+ 7012 and it went fine. Tried to restore my lasted backup from my production SD+ and it produce the following error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ========QUERY = INSERT INTO assetnotification (ASSETNOTIFICATIONID,ASSETNOTIFICA
Joining server to new domain
Our organization is switching domain names. SD+ has already been configured to scan the new domain. However when I joined the server to the new domain and restarted SD+ failed to start. The event viewer app log reports, "There may be a configuration problem: please check the logs." The system log reports, "The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this X time(s)." [ServiceDesk\server\default\log\serverout0.txt] [10:17:23:606]|[08-07-2008]|[SYSOUT]|[INFO]|[26]|:
Customized Request Templates do not show proper values
Have created several request template through admin->request template with some values set for each fields. Each template has its own field values. However, when we add a request by selecting a particular template name, these fields are set to blank or some values defined by "Request Defalt Values". Am using SD Plus Version 6, and would like to set request templates' values based on types of request. Ex. a request for "Supply" would have its own template with values set according to supply request;
Release 7.5
Hi, when will version 7.5 be released??? i saw june and now july, but is already august. Or did i miss something??? Do we have to wait for this release like the release of version 7 Regards, Jeroen
Change a request into a Change
Hi guys, is there anyway that i can change a request into a change? By default all my users (300+) are llisted as requestors. When the submit a request, some of these fall into Change management. How can i move a problem from a request into a change as i want to track their original request input. How do other people handle this situation? I do not want to setup all users as technicians just so they can enter a change? Thanks Scotty
Asset created from PO
Hi, I would like to know the following info and device license count. Here is my normal workflow with SDP+ 1/ I will create a PO to purchase a new set of computer (1 PC and 1 LCD monitor) 2/ After received both items, the SDP+ will generate 2 assets for me (1 PC and 1 LCD monitor) (It will under the "ASSETS" list) 3/ I will install this new PC in the network and assign the IP for this PC. 4/ I've scheduled scan of my network in weekly base. 5/ After scan the network, the SDP+ will add as a new device.
Request Open via Email
Dear Support Team, Can I open a request via email with specific category, group, technician and other details. there is any possibility for this.
Removing Time Spent field from custom report gives error.
Hi, I'm trying to customise reports and am wondering why I can't take the Time Spent field out without getting the following error message: FAILURE :Unable to execute report : Report design not valid : 1. Field not found : Time Spent 2. Field not found : Time Spent 3. Field not found : Time Spent 4. Field not found : Time Spent All I want to see is the calls by category, on this report I don't want to see the time spent on a particular call. Is there any way to get around this? Also, I noticed that
Import of information to ServiceDesk+ from "Track-It&qu
Does an import script or executable exist that will extract information from Track-It into Servicedesk+? I am specifically interested in importing assets and associated purchase order information. Failing the existence of such, would it be possible to import such data into ServiceDesk+ from a structured CSV file, and if so, what is the format i.e. field name references, sequence etc?
Site PowerUser acess to Portal
I'm looking for a feature in the user portal of Standard edition that may or may not exist and was wondering if it exists. (Note: I haven't even installed the software yet, just want to know if the feature exists) Can I grant a user at a client site an access level like a poweruser, or a primary site contact such that via the portal this user can review all jobs that have been logged for their site/company by all users of their site/company. If it does exist is it available in Standard edition? Thanks,
Service Desk 7.5 Release Date??
Are we any closer to knowing when version 7.5 will be released?
IM client (xmpp)
An Instant Messanger client integrated to the GUI. Zimbra has this in beta and they use XMPP as protocol and I guess they support external XMPP/Jabber servers. This way, I could use my actual XMPP server, make a helpdesk group and show it to my clients, who could then chat with the technicians online with it's web xmpp client.
Announcements without logging in
Is there a away for users to view announcements without logging in? I know you can do this with the solutions. It would be great if we could get the announcments on the login page.
Failed migration to MS SQL Server
We have ServiceDesk Plus installed using the distributed MySQL server on build 7018. I have the valid back up from this server. I have tested restoring with a new installation from MySQL to SQL Server with no issues, but when trying to restore with the live backup data I get the following error at around 80-85% complete Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) =============================================QUERY = INSERT INTO task_input
Customized startpage?
When i log in as Admin i have such a GREAT startpage with requests this week, asset info, software etc etc, when i log in as technician i have not. Can I customize my own start page? Can I customize everybodys start page?
SDP 7.0.0 build 7018: SLA's effect on time spent
The field TIMESPENTONREQ in the table WorkOrders appears to be adjusted for business hours as defined in the admin section of the application. However, it does not seem to adjust for an SLA priority-level that does not respect business hours. For example, if I have a priority called Emergency which should be resolved regardless of business hours, I would expect the TIMESPENTONREQ to calculate as the difference of CREATEDTIME and COMPLETEDTIME regardless of business hours or holidays. SDP support,
After install HotFix 7017 Released don't work bussines rules
I can't select condition. I see blank list
New Vendor
Is it not possible for someone who has full rights for contracts to be able to add a new vendor? It seems that is only possible if you're i the SDAdmin role but should it not be possible for people who are assigned full rights to look after contracts to add new vendors? Just if you are going to look after contracts its quite hard if you can't add new vendors. David
subject with multiple ticket no.
Recently we upgrade to SD 7 and have below issue. when we reply to user communication, the subject line will have ticket no. for more than once. eg : Ticket ##14172## - Re:Ticket ##14172## - KRPUS PSP s014 Commission COC-Out amount not capture earlier we did not have any such issues. Also, one more problem is, the communication is truncated to some extent when the content is too long. Need to copy from the source and paste it in the Reply screen. Pls advice.
Asset list with assets additional fields
Hi, I have been using SD+ 1-2 years. In the old version, there is a report group call "Inventory". Those report will list out all the assets details with additional fields. But in the current version, build 7018. There is no more this report group. A group looked similar is "Resources", but still don't have the "Asset additional field" Question: 1/ Is there a way to produce a asset list with additional field? 2/ Will it be consider to put back the "Inventory" report group? Thanks and regards, Carmel
Report for incidents about to go out of SLA
Does anyone have a MSSQL report that will show tickets that will go out of SLA within XX hours?
SDP wont start
Hi, we have a issue with the SDP, I have tried to start "run.bat" through CMD, I get the following message: ______________________________________________________ Could Not Find C:\AdventNet\ME\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to Doorway AS Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details C:\AdventNet\ME\ServiceDesk\bin> ______________________________________________________ Can anybody
reply/forward not recorded at SD
Hi, recently we upgrade from SD 6 to SD 7 and found below issues. when we reply to a request, it will not be recorded/listed in the SD for future reference. But the mail was delivered to users. my observation was, when i choose to reply from the user communication, this reply will be assigned to that communication ticket no. and will not be listed. for eg : User reported an incident. Ticket No. 1200 Service Desk reply to this requester. Requester reply back, merged to ticket 1200, but the coomunication
Tasks - is it possible to hide closed tasks?
In "My View" over on the "My Tasks" panel (right side) I see my lists of tasks which include closed tasks. Closed tasks have a check mark and show line through the text. It would be nice if there was an option to hide closed tasks on this panel. Does anyone have any ideas? We don't really want to delete them. Thanks Jerry
Tasks - please make RequestID or RequestLink available
Hi, We assign each other tasks from requests that we own. Currently there doesn't seem to be a way to insert the RequestLink inside the Technician notification. A nice feature would be to add this key to the selectable fields when developing the Technician notification template. Thanks Jerry
Queries
Is there any way to just query all groups, categories and sub categories? I don't want to know what tickets were assigned to them, I just want a list of them like Category 1 Sub 1 Sub 2 Category 2 Sub 1 Sub 2 Group a Group b etc... I'm just looking for a list of the assignable categories and sub cats. I can't seem to find any sort of report that will give me just that info and it would make the clean up job I need to do on our installed help desk app MUCH easier thanks in advance
reset request Id to 1
Hi, I have been testing Service Desk and it reached to request ID 151 now I want to delete all these requests and start from request 1. I don't want to delete the configuration, just want to start from the begging from request ID 1 Regards,
Unfixed bug still lead to major system crush
We have encountered problem described in one of your topics (can't post link because of your antispammer policy, topic subject - Bug in all versions of SDP). SDP team promised to resolve such issue more than year ago. Problem: After adding a solution topic with "%" symbol in its name, all solution database crushed and forced us to restore it from backup. We are using 7.0.0 Build 7018.
Weird Double Clicking
When I click on tickets or links they quickly click through the selected link and return to the home page. If I press the back button they go to the link I originally intended to click.
Relationship between Incidents and Problems/Known Errors
We have been using the professional version of SDP and are considering buying the enterprise version. With regards to the use of ITIL, what is the relationship between Requests (Incidents) and Problems/known errors in SDP Enterprise. As it stands, when an incident cannot be resolved in a reasonable timescale, we manually change it to a Problem/Known Error. Is there any automatic escalation process in SDP Enterprise?
Auto-fill Recipients and Subject Line in Notifications
When sending a Notification from a Problem or Change Request it would be useful if the recipient list was automatically populated from the Requesters who have Incidents attached to the Problem or Change Request. It would also be useful for the Subject Line to take the title of the Problem or Change Request.
Purchase order prints on 2 pages
How can I resize the PO to print all on one page? Seems that there are some boxes that are over sized causing it to be 2 pages with the 2nd page barely having anything on it.
All information added by technician under "Reply"
Hi, By using the "reply" option, can we insert all the information which replied by technician in a report? Thank you. Regards, einas
Second Responded Date
I'm very new to ServiceDesk Plus so apologies if this post isn't very clear. On receipt of a request we have SDP set up to send an automatic acknowledgement to the requester letting them know that their request has been received and will be dealt with shortly. This then creates a Responded Date field identical to the Created Date field, rather than being the first meaningful response date. So we can generate a report of response times would it be possible to: Set the Responded Date to ignore the
Manage Engine Idea Box
I used to enjoy looking at the roadmap plus all the features that users here were asking for. but now its one big SPAM forum. I can vote on britney spears and other crap. on a serious note, is this going to be cleaned up?, I found it very useful.
A few feature requests
Hello, I am using SD Plus 7.0.0 Build 7015. Here are a few things we've found that can be improved in SD. Hopefully these will make it into the next release (or a fix/workaround can be found). 1) The ability to change the default font for SD. The default font is Arial, size 8. This is a bit too small since most people are running LCDs at a minimum res. of 1440x900. A default font size of 10 will greatly help. Actually, Arial 8 is great for the rest of the site but the request and solution forms should
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