Modifying $RequesterName in Ack E-mails
Hello... I have been tasked to try and modify the $RequesterName field in the acknowledgement e-mails that SD sends out. I see by the Requesters schema that the First_Name field is linked to the SDUser table. Is there anyway I can change it to be linked to the Middle_Name field? My knowledge of MySQL is growing daily and I have no problems with changing the database in any way. My knowledge of Java, however, is nonexistent. Any help you can give is greatly appreciated. Thanks. AndyW
after updating to 7015, assets associated with user is gone!
after i updated to 7015, in the new request, when i put in a requester name, the asset for the user used to populate by itself. now it doens't seem to be doing that? y?? however if you go to the request view, then you see his assets in the 'assets belonging to the user'? i was using 7011 and then i updated with 7015. is it ok? or should i have done 7012 'cos 7015 was just a hot fix??
Need CCNP Exam details
I am trying to start self study for CCNP. I've had a look at cisco website and it lists the requirements. So for this can anyone recommend a good self study guide.? and plse let me know what is the current version for the same? listed below, 642-901 BSCI Building Scalable Cisco Internetworks (BSCI) 642-812 BCMSN Building Cisco Multilayer Switched Networks (BCMSN) 642-825 ISCW Implementing Secure Converged Wide Area Networks (ISCW) 642-845 ONT Optimizing Converged Cisco Networks (ONT) Any other things
archiving old requests
Is there a way to archive old requests? For example we want to be able to archive requests that are over 1 year old. That way users will not have to sort through thousands of requests.
SD+ and IIS
I've read a few threads on this so far but I wanted to know if there's been any change to the information I've received. Is there/Will there be a way to install SD+ into IIS rather than running from the apache tomcat server? Cheers Dan
Create Hidden Category
The ability to create hidden category to be able to assign stuff like subscribed emails directly into that category without having requesters being able to choose that category.
Requester Email start with underscore _
Hi Support, Can you help me why does service desk not accepting emails starts with underscores(_)???..... Request Mode: Email so this means the user is sending a request via email not in portal thanks
Build 7014 does not let you change REQUESTOR
After upgrading from 7011 to 7014 we can no longer change the requestor on any ticket. I didn't see that mentioned in the 7015 release announcement. We are running on Windows 2003 with MSSQL Please advise.
Announcement Notification E-mails being sent as Plain Text
Good Day, We are running 6012. All our e-mails are coming as HTML but our New Announcement Notifications. What could be the cause? Thanks.
Adding/Editing Additional Fields Issue
I am working in ManageEngine ServiceDisk Plus version 7.0.0 Build 7013. The issue I am having is in the "Request - Additional Fields" in the Configuration Wizard and in the Asset Management. I can not change the fields on the labels under the Pick List. It will allow me to Delete and Add Items, but when I finish editing and select "Save", it all disappears. When you exit the program and go back into it, the old information is there. It just started this issue with the last upgrade. I have attached
SDP6 fails to start after SDP7 upgrade failed
I recently attempted to upgrade my SDP6 6015 to SD7, the upgrade failed and indicated a rollback. SDP now fails to start. The following events were logged: Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 2008/05/13 Time: 10:51:51 AM User: N/A Computer: JNBCWSSRV03 Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at . Event Type: Error Event
Can a requestor define category in email request?
Since LDAP/AD autentincation is not yet available we will need to have all users submit requests via email. Is there a way to set a standard subject line which will allow the request to be defined to a specific category? I need to make technician assignments based on category without an overall administrator making assignments and am looking for a way to do so. Thanks!
Trouble with Service Desk
When I run an Active Directory scan it seems to work fine- but when I get to a certain PC something strange happens every time. SDP scans this workstations, who's name begins with A. It scans it again a few seconds later, only its another machine on our network. It changes the Ethernet mac addy, the XP license number- even what programs it has installed. During the course of a full AD scan it does it 6 more times, believing certain PC's (they are the same workstation names, in order, every time I
Reply to creates new ticket
I tried to search the forum, but the function isn't working for me right now. When my users reply to the helpdesk ticket email, it creates a new ticket. How do I stop this and can the reply be added to the current ticket rather than creating a new one.
Apache and new install of SD+
Can anyone please tell me if there is a solution to this. we have a web server. "WebServer" with multiple virtual hosts, and multiple domains listening on port 80, using Apache. We've installed SD+ and it uses port 8080 by default. We have a site set up called "company dot com" We would like to have Company dot com/ServiceDesk Instead, right now we have to use company dot com:8080 What folder, in the directory structure should I set up in virtual host, or can this be done at all ?
Error when receving items
I have a user who is trying to receive items on a PO and is getting an error 500. Any ideas would be appreciated. Full text copied below: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
import request from backup
Is there an easy way to import requests from a previous install of SD+ into a new install?
Deleted Requesters
Hi, We have had to delete all of our requesters and re-import them again from AD. This has caused us a problem because none of the requester can now see any jobs that they have open in their list. Is there a way to reallocate the jobs to the users automatically? Thanks for you help, Jamie
Attach licences in 7012?
Adobe and Crystal Reports provide licenses as PDF's. When will it be possible to attach the certificates to the licensing in the Asset module?
reporting for last 30 days
what would be the query if i want to report on request status for the last 30 days???? i want the requester, the technician, the request status and the createed time should be today minus 30 days. how to get it in a query? can anyone help
Templates
Is there a way for a template to populate by just selecting the Category and Sub Catergory fields instead of actually having to use the "Apply Template" field?
Email Fetching and Network Scan
Yesterday we ran a network scan to scan for assets. While we were doing that, email fetching stopped working. Once the scan was over the email fetching started working again. We booted the server anyway just to be safe, and now the emails we are fetching are creating duplicate tickets. Each email is creating 2 identical tickets with different ID #. Any ideas what may be causing this to happen? Thanks, Jessica
Can SD+ read more than one mailbox?
WE are considering using SD+ for other areas than IT requests. IF so it would be neat to be able to read more than one mailbox, and then sort requests from one account into a seperate queue. Is this possibel at all?
Anti - Anxiety pills
Xanax (Generic) 60 pills x 2mg - Price: $199.00 Xanax is a tranquilizer used in the short-term relief of symptoms of anxiety or the treatment of anxiety disorders. Anxiety disorder is marked by unrealistic worry or excessive fears and concerns. Anxiety associated with depression is also responsive to Xanax. Xanax and the extended-release formulation, Xanax XR, are also used in the treatment of panic disorder, which appears as unexpected panic attacks and may be accompanied by a fear of open or public
Build 7014 loses attachments
Adventnet: After migrating from 7011 to 7014 we have found that tickets that have attachments that were included in subsequent emails (ie: the attachments in question were not in the original request) we are not able to pull up the subsequent attachments. When we do we get an Apache/Tomcat 5.0.28 error as follows: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: No rows found
7014 IT assets - error when viewing PRINTERS
Clicking the PRINTERS view from Resources > IT assets produces error: http status 404 - /NULL type Status report message /null description The requested resource (/null) is not available. Apache Tomcat 5.0.28 This is getting ridiculous.
Repnok bubio long
Hello , chto eto za forum takoij? intersnio tut u vas
Affordable Home Insurance
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Enhanced PO Module progress?
Is there any indication when the enhanced PO module will be released please. I was suggested that it was to have been in two recent hotfixes and was pulled because it was delaying them I assume. Hopefully this isn't waiting for 7.5 ( unless 7.5 is actually going to be released by end June '08 ) Regards, Andy
SLA Reporting / Subscribe to a request/ticket
Hi there, I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision. First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this: High SLA = 86 % Normal SLA = 100 % Low SLA = 55 % Is it possible, and how do I do this? Second question:
if an incident or a problem it must resolve a number of different technical department.
f the problem has to intervene to resolve a number of different technical area unify a single application where technicians appear to have solved the problem and that can be put in the request which participated in solving the technical problem
operating hours
that the operating hours can be configured with customized schedules by day
Connection Relationship - Business Service
When you are creating a new "Connection Relationship" with an asset and you choose to connect it to a "Business Service", where does that list come from (e.g. Email, Payroll, Intranet, etc...)? I would like to customize the Business Services but can not seem to find out where I can do that. FYI... I am running on build 7014.
Contact and role
Hi, i need to associate a role (used only for report) to some contacts. Is it possible or not?? The roles are only used for supportrep?? Thenk you in advance for answer. Marco
Google Maps
Hi Is there any plans to introduce a map facility like what is in place with Opmanager? We have assets, CCTV for instance, that are not networked but would like to locate them on maps to make it easier to show their location. It would also be handy to place assets on floor plans too. If no plans yet when will servicedesk and opmanager assets database be incorporated together? Regards Mike
Formatting changes on request submission
I have setup a template for SDP using Word (I wanted tables) and copied and pasted it into the description field. It looks fine, and when submitting a new request using this template it still looks fine. However, once the request has been submitted the formatting changes, a huge whitespace is inserted between the start of the request and the table, and additional lines and padding are added into the table. I have attached screenshots showing the issue. Why does it appear correctly in the description
Add product type "type" called 'service' that doesn't generate an asset
I'd like to see a product type called 'service' (or something similar) in the 'Product Type' view that, when selected on a PO, doesn't generate an asset in the system. This would allow us to include things like labor, consulting, etc, without generating a bogus asset in order to track non-asset items.
Ver7 B7000
@ Tech Support Got a couple of quick questions. Is there any talk of implementing a request form customizer for the Technician view as well. While i understand that the added features in this lates release may be useful to other companies, for the time being, we are not using them. I would like to simplify things for our technicians in the meantime. Also in the PO system; how about an option to enter multiple Shipping addresses for companies with multiple office locations. a little drop down field,
Technician missing in Request "Assigned To"
One of our technicians is missing from the list available in the Requests form "Assigned To" drop down box. He is visible everywhere else (ie, in Problems, etc) but just missing in Requests. This is creating problems as he cannot currently close off any requests he creates/works on. Have checked his user with another technician who DOES appear in the list, and they are exactly the same, including their group membership. Does anyone have any ideas as to why this would be occurring? Thanks!
Not able to scan systems in Workgroup
We are using ManageEngine Service Desk Plus for asset management and helpdesk. Most of the workstations are in a domain say DOM1 and reamining are in WORKGROUP. The problem is that it fails to scan the systems in Workgroup. The ManageEngine server is running on a member server in DOM1 and the service runs in domain administrator account. In manageengine configuration, one domain, DOM1, has been configured with one domain administrator account. All systems are in same network say 192.168.0.0. So,
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