Business rules based on additional requester fields.
I am trying to create a rule based on an additional field I added to the requester form. After I add the additional field I go to the business rules but I don�t see the field. I know this works for the request form as I have used that feature. Any thoughts or ideas?
Follow-up Email to Approver
I need a way to follow-up with an "Approver" if they have not yet responded to an email sent for approving an SD issue. Right now the only Notification email template I see for "Approver" is the initial one. Isn't there a way to create another template so that we can pretty much say to an approver: "We do not yet have your approval for the attached issue. We originally sent this to you for approval on [DATE]. Please respond as soon as possible." I can run a report showing all SD issues where the
Running Servicedesk and OpManager on the same server
I am having difficulty getting Servicedesk running on port 80 on an IP address I am specifying in TrayIconInfo.xml. The situation is that OpManager is running on a primary IP on a particular interface using port 80. Servicedesk has then been installed on the same server but I have tried binding it to a secondary IP on the same interface also using port 80 and it doesn�t work. What seems to happen is that Servicedesk does bind to the IP specified, but also binds to the primary IP used by OpManager.
Contact number in email
Is there any way to show the requester's contact phone number in the notification emails sent out when a new request is submitted? Oddly enough, there's a "Requester Mobile" variable, which I assume displays their mobile phone number, but I don't see one for the main contact number.
Change requests approved if you are an Administrator
It seems that if you are an administrator of Servicedesk then any change requests you submit go in as approved without the need to get the permission of a CAB. This behaviour is undesirable. I note that this issue has been fixed in Hotfix 7003 for POs but has it been resolved for Changes too? Thanks for your help.
Confirmation of new request via e-mail not working
We have configured the inbound and outbound mail elements of SDP V7 ( 7003 ) and the inbound side is working using IMAP connection to exchange 2003 environment. The request is created but we aren't getting the confirmation e-mail back to the user who sent the e-mail in. Outbound is configured to a different email account, on the same e-mail server and is set for authenticated access. Notifications are enabled for requests via e-mail. I've looked at the log file on the server and I can see the inbound
Not associatd with a trusted SQL Server connection
I am a bit stuck. I am trying to start the ManageEngine service, but after five seconds or so it bombs out and the wrapper.log file reports that: STATUS | wrapper | 2007/10/10 13:19:33 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2007/10/10 13:19:33 | --> Wrapper Started as Service STATUS | wrapper | 2007/10/10 13:19:33 | Launching a JVM... STATUS | wrapper | 2007/10/10 13:19:38 | ManageEngine ServiceDesk Plus started. INFO | jvm 1 | 2007/10/10 13:19:54 | Could not create
Expiration date
Is it possible that technicians change the expiration date of a ticket. So far i can only accomplish this by adding the role of SDAdmin towards them. Greetings, Hr Stremler
SDP in a VMWare environment
has anyone tried SDP under VMWare? Would there be any advantages in say running it on Windows XP in on 2003 server? What kind of hardware requirements would you expect to need on a server? Tony
Template in requests?
Hi Is it possible to put user template in task details description? For example. when a user requests a new request, just by choosing the categories, the template appears in the description box? Because we are having some repetitive tasks and everytime we need to write full description. Is it possible in AdventNet ManageEngine ServiceDesk Plus 5.5.0? Many Thanks.
Assigning assets to both users and departments
I am working with build 7002 and can not assign an asset to both a user and a Department. If the asset is assigned to a user, when trying to assign a Department, it deletes the user assignment and changes it to '-- No,Just department alone'. If I have assigned the asset to a Department from the asset list, then go into the asset record and try to assign to a user, after selecting the user from the list, the Department field is changed to '-- No, Just select user --'.
cant login?
went to login to servicedesk 7.0 this morning and it no longer works what has happened i am using the free version?
cannot add new asset of same name
It gives error if i use same asset name i.e if i have two cisco 1841 routers then it will accept when i will enter the asset adddition for one cisco 1841 router but it gives the error if i try to insert the second one with the same asset name.
Node limitation
Could you send more information about a node limitation? What kind of node is required to buy correct license? Next question is, does SDplus count this nodes and what will happen when the limit will be reached. Best Regards Jerry Dabrowski
When does SD+ decide that a request is "unpicked"?
I want to use the Notification Rules to resend an e-mail if a request is not picked up and assigned to a technician, so I'm looking at the "E-Mail technician when a request in a group is unpicked" function. How long does SD wait before deciding a request is "unpicked"? Is this customizable? I'd like to give the technicians 30 minutes before sending the notification again. On a side note, I have this option set up but I've never had it send an e-mail as a result of a request remaining unpicked. Is
Beta of Migration back 6 - 7
How is the beta going, have there been any serious problems? does it look promising for an October release?
Bulk association of Component to Asset
I don't see any import mechanism to associate components to assets. Possibly little ongoing need for a tool except for when migrating data into the CMDB. Is it acceptable to go direct into the database tables and write a SQL statement to insert the relationship without using the provided screens. What I am looking to do is associate each workstation with a desk , telephone and network floor port, each of which would be defined as components. Is it simply 1 table to be updated with the asset the component
AD Import in 6013
I developed a problem in 5507 that the AD import of requestors crashed the database requiring a reboot of the server. I was told to upgrade to 6000 then 6013 and the problem would be cured. No such luck. Anyone have an idea how to cure this issue?
transferring one asset register to another install
just say I want to move a current asset DB to another machine how do I do that?
Mail Filtering
Hi, We are currently evaluating Service Desk. All is looking good but we do have a problem with the mail pick up. The problem we have is as follows: A user will send an email to the Helpdeks mailbox but at the same time CC other people on the message too. The call will be logged automatically but if one of the CC'd people respond to the original message and use the Reply To All fucntion (which will copy the Helpdesk mailbox in again) a new message will be logged. Is this a problem any of you have
Product Service Packs
Is there any method used to advise customers using ServiceDesk Plus of update releases. I have seen people refer to version 7003 but have seen no mention of this release on the forum and have recieved no communication from the vendor. I have tracked down 7003 from your archive but would like to be notified if possible. Many thanks
scanning range of workstations - how reliable
general question to try and gain feedback from other users of SDP. I have tried fairly unsucessfully to scan ranges (IP) or sites of wrkstans using the domain or network scan utility within SDP. If I scan a site containing a number of desktop devices the success rate is typically about 1 in 10 that actually sucessfully scans. The failures on the other 80/90% vary in reasons. Compare this with my use of a dedicated SAM product (centennial) the coverage first time is more like 90/95%. Am I just missing
Downloading older versions of the service desk
Hi all, I have a backup the I have created in 7.0.1 and I need to restore it , but the problem is the download for the server desk is version 7.0.3 , how do I download a version of 7.0.1 Thanks A helpdesk less Brett
Domain Scan port# neededto enable scan on local workstations
Tech Support, We are adding new workstations to our network and are having issues when trying to scan the PC's for inventory. Firewalls are enabled on all of our new workstations coming in due to a new company policy. Can someone provide me with details or port number to enable on all new workstation firewalls so the inventory process can complete successfully. Thank you, Mid-Michigan Network Solutions Support Team
I need reinstall sdp
Hi, I need help , I need install newly sdp previously I had installed sdp trial version but finish test time, now how install newly the trial version if the files old are in the hard disk. I can not delete. What I need do for fix?
v7 - What counts as a node for licencing?
Does the asset state change licence count at all? Ideally changing an asset status from In Use to Expired or Disposed would remove it from the node count so the asset register and associated incidents and problems retain thier integrity. Regards, Andy
Build 6000 backup "Hangs"
I upgraded from 5507 to 6000 and did it with no issues. I wanted to go to 6013 however, I cannot get a the backup routine to complete. It hangs just past the 50% mark. I left it there for almost 30 minutes with no movement. Application and MYSQL are running fine. I have the backup for 5507. Thanks Tom
Exception errror while opening a page under <Assets> t
HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Constant emails when technician set up vacation auto-respond
We are using your service desk plus 6 software as our in house IT ticket system. Recently, one of the techs went on vacation and put an auto response up on her email system. The system is currently in a loop where she keeps creating new tickets automatically. I could understand if she kept adding notes to one ticket, but she keeps creating NEW tickets over and over again (over 1200 so far since 4:30 today). I had to stop email fetching to get this to cease but I need to know how I can resolve this
Tasks & PM Tasks -> Outlook
Hi, I test ServiceDesk actually in the company. We want to know if it is possible to get the assigned tasks & PM tasks in the outlook tasks. ServiceDesk can maybe send a mail with new task(s) attached and ready to be copied into outlook's tasks. Thank you,
Special Characters Problems
Hello I have a problems when I open one Change or Problem and I write words with special characters. Example: altera��o (change in brazilian portuguese) On SD+ 7 Enterprise Edition, the "Change" or "Problems" show this word as alteração. Does anybody know how to solve this problems ?
Graphic in request stops other parts of SD displaying
This might sounds slightly vague, however here goes. A client of ours regularly sends in requests and their signature contains a logo. Initially this logo appears correctly, but sometimes once you reply to the message we have noticed that the reply and everything that would normally show below the original message is not there. These items include the conversations, notes and other items that SD provides. Looking at the original message again and the logo has been changed into a grey block. Go into
Change subcategory to item?
Is there any way to change a subcategory to an item under a different subcateory? Also, I had put in a request and had talked to someone about the fact that on one of my items, it is greyed out like it is unavailable for future use. However, when I try to edit it and uncheck "item not for further usage" it doesn't stick -- It just keeps going back to unusable. But I haven't heard anything back on the request. Has anyone else had this happen to them?
Can't access ServiceDesk web site with linux web browser
Whenever I try to access our ServiceDesk web site from a linux PC the browser just hangs. It works fine from Windows and Mac browsers. I even tried wget from the command line and that hangs too: **************************************************** dsegel@polonius:~ 7>wget help.shs.ucd --09:33:39-- http://help.shs.ucd/ => `index.html' Resolving help.shs.ucd... 10.2.1.2 Connecting to help.shs.ucd|10.2.1.2|:80... connected. HTTP request sent, awaiting response... Read error (Connection timed out) in
Deleting a scheduled report
There seems to be a report that is sent out weekly to a client. The client no longer needs the report but I cannot find a way to delete that scheduled report from being sent via email. It does not show up in my list of scheduled reports either. I cannot access or edit that particular report task to even delete the email address. I'm looking all thoughout the 'report' tab but cannot solve this problem. Does anyone have a solution? Thanks Paul
Automatic import users AD
There is an option to schedule a user-import from AD, is there any way to specify which OUs should be scanned, and which should be left alone...
IE7 crashes at logon
new pc just built with IE7 and attempts to connect to sd+ logon page results in IE7 crashing (do you want to send error report) same pc was previously able to connect with IE7
Notify technicans of overdue status
I'm wondering if there is a way to notify the technician when their service request goes overdue? I see there's a way to escalate to others looking at the SLA. But I want to just notify the tech handling the issue as a reminder e-mail, either when it goes overdue, or when it is about to. Is this possible?
uploading an inventory CSV causes service to fail
we have a problem where when we upload a IT inventory CSV it crashes the service so severely we have to restart the server - this is problematic the server has other duties in an effort to continue things along we tried to uninstalled v7 but it says there's an Installshield ikernel.exe can't find which stops the reinstall - I am at this point unwilling to manual start removing entries in the registry to get this working... i believe this is a very generic error message so therefore we are in a fix...
Asset State Change - Without having to assign user
Can anyone advise how we can go about getting all the devices that have been detected in an AD scan into the asset state of IN USE please. The AD scan has nicely populated the Asset list. Then used AUTO ASSIGN WORKSTATION options to they have the user assigned that last logged in, which is as I want it at present. However they all have an Asset state of In Store. If I select the devices and choose CHANGE STATE I can change to IN USE, however then the next screen comes up asking me to assign users.
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