Multiple outgoing email address
Hello, Using SD, is it possible to have more than one reply-to address for outgoing email. What I mean is that I have 2 differents groups of technician and the outgoing email from each group need to be different. However both address point to the same physical mailbox they are just aliases. Thank ML
Blank Screen, Vista, Pass Through SSO,NTLMv2
I apologize if this has been brought up in a previous post. Our company is looking at purchasing SDP for our Change management, asset and trouble ticket system. We are currently running a half Windows Vista IE7 half XP IE6 enviroment. We would like to use the Pass-Through sign on feature, but unfortunately are having issues when testing with our windows Vista machines (Show a blank white screen). I have been able to resolve the issue by following the instructions in previous posts by changing the
Rule not work !
Why the rule " Send Email to Technician when the Request is Re-opened by the user " can not work? How it to correct?
Clenit page is not opening using IE 7
Using windows Vista IE 7, unable to open cleint page. any help... Otherwise it is working with windows XP or lower version of IE. 6 ...... any Help
Logon pop-up
When we logon to the website for the servicedesk a login pop-up shows up. I've configured the "Pass-through" Authentication. How can i remove the pop-up screen?
Clenit page is not opening using IE 7
Using windows Vista IE 7, unable to open cleint page. any help... Otherwise it is working with windows XP or lower version of IE. 6 ...... any Help
Wanted - new movie, have you seen ?
Hey, Have You seen new movie with angelina ?
Purchase Order / Asset Issue
We have an item/product/asset on a purchase order that cannot be 'received'. All other items on the order have been received ok but one item in particular will not allow you to edit the number received or receive full stop. We have tried removing the item from the purchase order and re-adding it, removing the item and creating a new purchase order containing just that item but to no avail. We have purchased this particular item before and managed to receive all but now it seems to be stuck. I don't
Reporting Help
I am wondering if it would be possible for someone to help me out with this. I have asked before, and havent gotten an answer.. I need to run a couple of reports, and and by no means an SQL guy. I need a report that shows time to close, one that shows the number of over due tickets. Also, is there a way to split the reports that get generated into two. Meaning, one report of just the graph image, and one the info? Thanks!
services fails to start after 7017 update
hello, we've updated our 7015 version to version 7017. When updating i've choosen to make an automatic backup of the db, update took like 10 minutes or so, after completion we've rebooted the server. now when trying to start the server all seems to go fine only at the end of the servicedeskplus splash screen it hangs on 'application layer' i've tried to stop the db with stopdb.exe and startdb.exe then startsdp.exe but without luck. then i tried to restore to the older db since servicesdesk made a
Please help Custom Report loops
Can someone help me with this query? I built in the report module. The app should not let this occur (IMHO) The report loops through several times for each instance SELECT ti.FIRST_NAME "Technician",wot.THD_WOID "Request ID",spre.COMMENTS "Comments",sadt.ANSVALUES "Rating",wo.CREATEDTIME "Request Created Time",wo.RESPONDEDTIME "Responded Date",wo.COMPLETEDTIME "Completed Time",mdd.MODENAME "Request Mode" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT
Open Web Link in New Window
When creating an announcement you have the ability to add a Web Link, the problem is when you click on the link it will open the URL in that window. Would like to see when you click on the "Add Web Link" that you can have the option to open in new window.
Cost handling
Is there any possibility to hide the "Costs" tab from technitians and only show it to administrators? Thanks
SLA Violated requests by Priority
I am running the ""SLA Violated requests by Priority "" report in SD+7008, and am not returning results for all my Priorities, I have 5 priorities with P1 being most urgent and P5 being least urgent, now when I run the SLA violated requests by priority report it only shows P1-P4 Why is this so?? Likewise none of my P5 requests(least urgent) show up with a due by date(as can be seen in doco attached) Hope this makes sense?
Approval schema question
I'm trying to write a custom query to retrieve all changes where all CAB members have recommended the change. Example: select distinct cd.changeid 'Id', cd.title 'Title', cd.description 'Description' from approvaldetails ad inner join apprstagetochange astc on ad.approval_stageid = astc.approval_stageid inner join changedetails cd on astc.changeid = cd.changeid where not exists (select 1 from approvaldetails ad2 where ad.approval_stageid = ad2.approval_stageid and ad2.statusid in (1,3)) and cd.appr_statusid
Temp disable technician
Is it possible to disable a technician so that he is not assigned any requests while he/she were on holiday periods ? Thanks in advance
ServiceDesk will not start
ServiceDesk will not start since last Friday. Im on Windows Server 2003. run.bat throws "Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details." Im pretty sure its a SQL problem. i tried restoring to a backup, restarting server, and a couple other suggestions from the forum. No matter what i do, i cant get past this error (from the SDP logs): [13:02:16:785]|[06-20-2008]|[com.adventnet.db.adapter.mysql.MysqlDBAdapter]|[SEVERE]|[10]|: Exception while creating
Sub Categories on Email Message Templates
I am trying to customise email messages sent to technicians to include sub categories, however i do not see Sub Categories in the database fields is it possible to include this within email notifications. Our Service Desk version is 7.0.0 Build 7011
Custom Reporting -- hotlinks
Is there an easy way to write a report using a custom query with hotlinks to other areas of the system? I've tried getting the query to output the appropriate anchor tag in its select, but the output seems to be sanitized. Example: SELECT chdt.CHANGEID 'Change ID',chdt.TITLE 'Title' FROM ChangeDetails chdt inner join apprstagetochange astc on chdt.changeid =astc.changeid inner join approvaldetails ad on astc.approval_stageid = ad.approval_stageid where statusid = 1 I'd like the changeid to hotlink
HotFix 7016 Released
Dear Users, Hotfix (version 7016) has been released. This hotfix is applicable for 7000 to 7015 builds only and is available at the below link. http://manageengine.adventnet.com/products/service-desk/service-packs.html http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_16_0.ppm Enhancement: 1. Integration of enhanced Purchase Order Module. a. New Features: a) Two tax rates (Sales Tax, Additional Tax) for a single Purchase Order. b) History
7017 Update
We have just updated SD to version 7017, no errors encountered during the install process. Upon trying to run the "Run.bat" to start the server back up, the cmd prompt window displays a "failure" under Servicedesk, then the window crashes. We cannot uninstall this update as the update manager says that an uninstall in not available. Please assist with this problem Immediately as we cannot afford this downtime.
Business Rules by e-mail address
I currently have a setup where the service desk account collects e-mail sent to itsupport@domain.com and files it in the IT Support group. What I want to do is add a second e-mail address to the service desk account and then setup a business rule so that if To is rfc@domain.com then the e-mail is put into the group Change Control. However, experiments thus far result in all the e-mail being put into IT Support, regardless of which e-mail address i used.
Maintenance Schedule
Hi, Is it possible to have a maintenance schedule to set to the 1st wednesday every month? Currently the monthly bases only allows for a date but not a weekday. Any help on this? Thanks!
"Request - Additional Fields" should be available as Actions under "Helpdesk - Business Rules".
Make "Request - Additional Fields" configurable so that they can be available in the dropdown "Actions" menu under "Helpdesk - Business Rules".
Snmp - Switch discovery
Hi Guys I am currently testing your Service Desk Plus software. Great software. The only issue I have is that I cant retrieve any information from switches. I'm not sure if its possible with this product. I am recieving an RPC error and i would have thought it would use SNPM withthe public string. Hope you can help as its the thing I cant do with service desk. Many thanks Grege
Reporting on Changes including IT Services
I would like to be able to display the IT Services against a change in a report or at least use the IT Services as part of a filter. Can this be done?
Software Query
I am trying to set up a new query but with no luck. I need it to find all the computers that have specific software on them. Can someone help? It should be like this Software 1 | Software 2 | Software 3 | etc User1 User 2 User 3 etc. The user I am hoping can be pulled from the person the asset is assigned to if not it can just be the computer name if that is easier. Thanks
Mail Fetching
Hello, I am new in fact I am trying to setup the demo still to show off. I am trying to setup mail fetching and it is not working at all. Nothing is ever created. We are running Exchange 2003 as our mail server and I have tried mapi and pop and on both I get an error of "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox." What am I doing wrong? I have created a support file but it is to big to attach.
view scanned software by domain
Hi We have a different domain set up in active directory for each geographical office/location in our organisation. Each site is responsible for their own software license management. Is there a way to view scanned software by domain? Regards Tim
attatchment size limit?
we are having some problems during mail pickup. It seems that SDP will not pickup an email if the attachment is greater than 10MB. Can someone show me where to change this. our internal limits are higher and sometimes (I would say 30%) the attachments can get much larger than 10MB
Upgrade to 7017 Failing
I'm upgrading from 7010 to 7017 and get the following error. please advise asap. INFO: Problem during installation of patch com.adventnet.persistence.DataAccessException: SQLException occured while retrie ving rows that are to be deleted from the table RecentItems at com.adventnet.persistence.DeleteUtil.fetchRows(DeleteUtil.java:525) at com.adventnet.persistence.DeleteUtil.deleteData(DeleteUtil.java:343) at com.adventnet.persistence.DeleteUtil.delete(DeleteUtil.java:149) at com.adventnet.persistence.DataAccess.delete(DataAccess.java:887)
Delete attachment from a solution
Anyone know how to delete an attachment from a solution?
Cannot enter a technician (myself) as an Administrator
I am logging into SD+ as the domain admin and setting up the technicians. I set up myself with my ID and a password then select to my my account and administrator. When I log in as myself I cannot see any open tickets nor do I see the administration tabs at the top. I have deleted myself out of the requestors list and removed the account many times. Any ideas? Jim R
Add helpdesk tickets under my technician account
I would like the ability to enter new helpdesk tickets under my technician account for another technician and be able to track those tickets from within my technician account.
Request Template with Tasks
Hi Is it possible to create a request template that includes multiple tasks in it. This is useful for re-occuring jobs where there are multiple steps. Regards Mike
Denying Access
How do we restrict call reverting access from technician login in service desk.
MAC Forms
Hi Team, I would love to see a function for MAC forms (Moves, Adds, Changes). Admins will need the ability to create the form (fully customizable interface). Once form is created then all Requesters can submit MAC's for approval. Approval needs to be given by a manager that has the permission within SD+. Once approved a Request is generated for the Requester. If the MAC is not approved then the manager is required to enter a reason why. An email notification is sent to the requester. If the MAC remains
TROUBLE DELETING OLD-CLOSED PURCHASE ORDERS
Hi Guys, I have about 50 old purchase orders, that are closed. I tried deleting them an the system blocked me, informing me that the said PO is in use by another module. When I open the Po and verify if there is an asset associated, there isnt any. I would like to delete all the PO's and start fresh since I havent used the module in a long time, and now with the new features, I would like to start. Any ideas? Regards, Paul
Upgrade to SD6 from 5507 Failing
My upgrade to version 6 keeps failing and rolling back... anyone have any pointers here? <SNIP> Modifying Table = RelatedSolutions, Column = SOLUTIONID bigint(19) NOT NULL defa ult '0' Modifying Table = RelatedSolutions, Column = OTHERSOLUTION bigint(19) NOT NULL d efault '0' Modifying Table = ReportSubModules, Column = CRITERIA varchar(250) NOT NULL defa ult '' Modifying Table = Announcement, Column = CREATEDDATE bigint(19) NOT NULL default '0' Modifying Table = Announcement, Column = USERID bigint(19)
7017 Bug - Tickets set as resolved
We have been having an issue with tickets set as resolved. Seems like this query also hangs our MSSQL server: SELECT WorkOrder.WORKORDERID,WorkOrder.REQUESTERID,WorkOrder.CREATEDBYID,WorkOrder.CREATEDTIME,WorkOrder.RESPONDEDTIME,WorkOrder.DUEBYTIME,WorkOrder.COMPLETEDTIME,WorkOrder.TIMESPENTONREQ,WorkOrder.TITLE,WorkOrder.DESCRIPTION,WorkOrder.MODEID,WorkOrder.SLAID,WorkOrder.WORKSTATIONID,WorkOrder.DEPTID,WorkOrder.SITEID,WorkOrder.AUTOCLOSETIME,WorkOrder.CLOSEAUTHKEY,WorkOrder.TEMPLATEID,WorkOrder.ISPARENT,WorkOrderStates.WORKORDERID,WorkOrderStates.CATEGORYID,WorkOrderStates.SUBCATEGORYID,WorkOrderStates.ITEMID,WorkOrderStates.OWNERID,WorkOrderStates.ASSIGNEDTIME,WorkOrderStates.STATUSID,WorkOrderStates.PRIORITYID,WorkOrderStates.LEVELID,WorkOrderStates.ISOVERDUE,WorkOrderStates.ISESCALATED,WorkOrderStates.ISREAD,WorkOrderStates.SHOWNOTESTOTECH,WorkOrderStates.NOTIFICATIONSTATUS,WorkOrderStates.REQAPPROVAL,WorkOrderStates.APPR_STATUSID,WorkOrderStates.IMPACTID,WorkOrderStates.IMPACTDETAILS,WorkOrderStates.URGENCYID,WorkOrderStates.REQUESTTYPEID,WorkOrderStates.REOPENED,WorkOrderStates.CLOSEACCEPTED,WorkOrderStates.CLOSE_COMMENTS,WorkOrder_Fields.WORKORDERID,WorkOrder_Fields.UDF_LONG1,WorkOrder_Fields.UDF_LONG2,WorkOrder_Fields.UDF_CHAR1,WorkOrder_Fields.UDF_CHAR2,WorkOrder_Fields.UDF_CHAR3,WorkOrder_Fields.UDF_CHAR4,WorkOrder_Fields.UDF_CHAR5,WorkOrder_Fields.UDF_CHAR6,WorkOrder_Fields.UDF_DATE1,WorkOrder_Fields.UDF_DATE2,WorkOrder_Fields.UDF_LONG3,WorkOrder_Fields.UDF_LONG4,WorkOrder_Fields.UDF_CHAR7,WorkOrder_Fields.UDF_CHAR8,WorkOrder_Fields.UDF_CHAR9,WorkOrder_Fields.UDF_CHAR10,WorkOrder_Fields.UDF_CHAR11,WorkOrder_Fields.UDF_CHAR12,WorkOrder_Fields.UDF_DATE3,WorkOrder_Fields.UDF_DATE4,RequestResolution.REQUESTID,RequestResolution.RESOLUTION,RequestResolution.LASTUPDATEDTIME,RequestResolver.REQUESTID,RequestResolver.TECHNICIANID,WorkOrder_Threaded.THD_WOID,WorkOrder_Threaded.WORKORDERID,WorkOrder_Queue.WORKORDERID,WorkOrder_Queue.QUEUEID,WorkOrder_Queue.CREATEDTIME,WorkOrder_Queue.ISESCALATED,RequestCharges.REQUESTCHARGEID,RequestCharges.WORKORDERID,RequestCharges.OWNERID,RequestCharges.DESCRIPTION,RequestCharges.HH2COMPLETEREQUEST,RequestCharges.MM2COMPLETEREQUEST,RequestCharges.AMOUNT,RequestCharges.DATETIME,RequestCharges.EXECUTEDTIME,WorkOrderToDescription.WORKORDERID,WorkOrderToDescription.FULLDESCRIPTION
Next Page