Multiple requests
Multiple requests are getting generated when Requester clicks Add Request. It takes a very long time and at the end it generates 3 or more requests. Also when a technician makes some updates it takes a very long time (but it doesen't create new requests. I made an auodate from 6011 to 6012 and have still the same problem. Any clue? Mike
New Request opens with a Resolution Box for use with Quick T
Hi, Is it posible to have New Request or edit Request open with a Resolution Box in it for use with Quick Tasks. I.e. Phone call resolve of Password request, etc. Regards John
Network Scan - Set Alternative Login details
As well as the main AD environment there are other networks in the DMZ's and some servers that exist on the main network that are not part of AD Domain. Is it possible to assign specific username and password for a given server to allow the network scan to obtain the same level of detail that a standard AD Scan will obtain. Obviously will need to be able so set this for each server seperately by exception to manage these. Kind Regards, Andy
Sortware - Additional Types
With Version 7 you have added to the list of software types a bit so there are now Excluded Freeware Managed Shareware Prohibited Unidentified What I'd like is to add a bit more to that list, in a manner that visually and functionally works ( under V6 I was able to add entries to one of the tables via SQL but they displayed as 5 , 6, 7 & 8 rather than the descriptions ) Is this possible at present and if so what is the correct way to do it. Looking to add Patch Driver Authorised Unmanaged ( for software
Login access for more than 10 technicians
My Service Desk Plus installation is telling me that; FAILURE :Your license does not allow login access to more than 10 technicians What do I need to do to enable me to add more technicians with login access?
Accessing Servicedesk Plus without requiring 8080
I would like to be able to access the servicedesk interface by simply entering http://servername without requiring the 8080. I believe I can change this in Apache using some kind of redirection, but how would I do this specifically with the Apache bundled with Servicedesk? I understand that a port is required but there is a way of automatically redirecting requests to the URL to port 8080 automatically. Thanks for your time.
Line breaks in the Time Spent Description field
Please see this thread for a similar problem in SupportCenter Plus: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002683845 I am having this same issue in ServiceDesk Plus. Please make it so we have Line Breaks in the Time Spent Description field. Thank you, Matt
Report - Avg. Life of Request by Technician
Greetings, I can't seem to write a query that does what I want (due to a total lack of SQL experience). I'm looking to create a report that shows to the average life (ticket creation to completion) of a request sorted by technician. I think I'm making it way more difficult than it needs to be... if anyone has a query that does this, please post! Thanks, --TG
import user from AD with non-english name
Help!!! How a can import user from AD with non-english name?
External Email from Service Desk
Hi all, How do I forward messages and request in Service Desk plus to an external email ?
Font for e-mail replies
How do I change the default Font type, color, and size for the e-mail replies? Right now, I have to change them each time I compose an e-mail or reply to one. Also, is there a way for me to sort the Conversations from the Newest to the Oldest? Right now, it's sorted from Oldest at the top to Newest at the bottom. Any help is appreciated.
For 1 domain of 3 AD imports, all recs are Failed Records
I will be importing from 3 Active Directory domains. The first 2 import perfectly. The 3rd one gives the full count of records as "Failed Records". I am indeed able to browse the 3rd's containers and select the one I need. Seeing a forum entry about this from 2006, I reduced my Domain Controller from x.y.org to x, but I had to add x to my lmhosts file in order to ping that hostname. The username password pair is obviously working, as is having selected the proper domain name controller, or I would
Inventory Management
Hi, When adding multiple products of the same product type and product name. It doesn't automatically calculate the total. Instead we are forced the save the product with a different product name, hence we now left with multiple lines and names for the exact same product Basically only one item can be added into the inventory and we cannot add another of the same type and name unless we save it under a different product name. Am I doing something wrong? Thank you, Hishaam01
AdventNet not responing
hi, The system is not responding, I also can�t generate my weekly reports because of this. Your assistance would be greatly appreciated Many thanks kawai yai pupu
Category Sort Order, New Requests as Technicians
When creating a new request, why are Technicians not able to be selected from the requesters box? If an email is sent from a technician or if you enter the technicians name manually it will accept it, which can be a pain. Also can the Category listings be able to be sorted either alphabetically or by defined list? ALl the other drop down fields seems to sort alphabetically, but not the Category one.
When will ServiceDesk be able to exchange emails securely?
When will ServiceDesk be able to exchange emails securely using secure Imap as opposed to the clear text exchange that currently takes place between ServiceDesk and a mail relay? Thanks
Problems with approving purchases
I' m using version 7 (build 7001). Unfortunately I cannot approve any purchase. There is only option "Submit to approvals" and no "Approve purchase" in the action menu.
getting error while deleting or updating asset
While deleting any product it gives an error FAILURE :Error occurred while deleting product. Please report the problem to the system administrator, with the Error Code - 1,190,976,026,156.
Active Directory Integration Questions
Hi All, A few quick questions about Active Directory integration with Service Desk Plus: 1) Is it strictly necessary to import the AD users into into the Service Desk Plus requesters database, or can Service Desk Plus automatically create a requester for the AD user upon their first logon to Service Desk Plus? 2) If we run a scheduled import of AD users into Service Desk Plus, does this delete/refresh the existing requesters database and thus lose any custom properties assigned to the requesters
Ability for technicians to use Global View
Could it be set up so we can allow technicians to view the Global View tab that currently only administrators can see? The technicians tend to look into other people�s tickets to assist and to be more proactive, and the global view would be extremely helpful. But we do not want to give all the technicians full administrator access. Andre
Can system notify techs on request edit?
We use and rely on the email notification feature. However, we do not see an obvious way to enable an email notification (to a tech) when a request is changed in some way (description, assigned to, priority, etc modified). Is this possible? An example situation is: Tech John is assigned request for a remote location. System emails John this assignment. However, Tech Tom is at remote location for other issue, and picks up John's request and finishes it. Currently, John is never notified the request
Upgrade from SD6 to SD7 Availability
I'm probably the umpteen-millionth person to ask this question, but when can SD6 customers expect to see the upgrade path to SD7? We have been waiting patiently for the bugs to be worked out, however you released the full SD7 software - umm - over a month ago and those loyal SD customers who have been using the software and paying large sums of money for annual renewal fees are becoming very disappointed with the priority your team seems to be placing on existing customers. The features in SD7 are
Network scan ranges
What are the accepted formats for scanning a range of networks? We know that 10.x.x.0 allows for scanning of the entire subnet, but we would like to limit the scanning of the subnets to between the .100 and .254 range. Is this possible? Thanks, Steve
SD+ 6.0 Released
First, let me apologize to you all for the delay in release. Second, thanks to one and all who have been patiently waiting for the release. Third, thanks to all who have contributed their suggestions to bring the product to a good shape. Fourth, All instructions given here are important and so dont forget to read through the entire post. Now, check out the release. Download Version 6 from http://www.servicedeskplus.com/download.html This is a direct download. A Service Pack has been released to help
How do I assigned roles to a user
I need help with a user. I created a new role but I do not know how to assigned to the user. Please let me know how!
POP SSL
When will there be an update to allow pop ssl connections? This must be a big problem for more than just me. Does anyone know a workaround? All help is greatly appreciated, thanks.
Cannot create Business Rules.
I sent an email to support 2 days ago about this. Hopefully I can get a quicker response here. FAILURE :Error while adding the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,190,727,950,385. Build 6011
issue with double spacing
ok maybe i'm missing it somewhere but i can't find. can someone be kind enough and let me know how to stop SD+ from double spacing in fields where you can free type. it's aslo doing the same thing on the Notifications Rules windows. HELP!!! thanks in advance.
How to remove requests
Hi, We have some requests in our list which are corrupt (i think). we cannot open them. but we can also not delete them. How can we delete them? Regards, Jeroen
failed to open servicedesk sdp7
hi guys i have problem about sdp7 when i started to service desk server program ,its starting to loading but suddenly closing . i coulndt use program someone can help me please ? ps: i installed ms sqlserver 2005 and when i was installing servicedesk v7 i choosed mssql thanks emre
SLA - resoltion time
Is there any way to amend the resolution time to a response time in the SLA section. If we get a significant system failure (hardware problem) that involves system rebuild/recovery, which would be a high level SLA - surely the SLA should be a response within a certain timeframe rather than a resolution. Fixing some things its is very difficult to give a guaranteed fix time and as such I would likely be stepping outside the SLA on these occasions.
Wildcards for Custom Fields in Reports
kkevin// Is there a way to use wild characters when adding a filter to reports? Example: We use billing codes and it is currently a drop down selected box within the ticket. We would like to run reports off of this but not have to remember the whole billing code. So - if the billing code was 17171717233 we want to enter 17% or whatever wildcard we can.. Thoughts?
Add item column to request view
It doesn't appear that in the request view you can add the "Item" field to a column. (You click on the thing that looks like a calculator, and you can add various columns, but subcategory and item are not available choices to check.) Is there a way these can be added? It would be immensely helpful.
Time spent on Requester notification
Is there a way to include the "time spent" on a request in the notification to a requester when a request is closed? I looked and did not see a field. Thanks Chuck
best practices for customer data
I would like to know if anyone has any best practices suggestions regarding keeping customer data in Service Desk accurate and normalized. We are a potentially new customer evaluating the software. We would be using a .csv file to import our external customer data. No active directory. Thanks, Keith
force remaining business rules to process after one is true
I did not read anywhere (documentation, screens, forums) that once a business rule tests true that SD ceases to process subsequent business rules. I hope I am VERY wrong. Having a number of singular tests to do, I am hopeful I can define an independent business rule for each one with a resulting action if it tests true. Otherwise, I would have to create a business rule for each and every possible combination of all tests, not only laborious to set up, but creating a maintenance nightmare to make
Problem with temp files (report)
Hello, I have a problem with one of my report : When I execute the report, they have a lot of temp files (virt*) directly in the /reports folder... Yesterday, we deleted 3 800 000 files... Can you help me??? Thank!
clicking UPDATE button in Request Detail editing hangs
Clicking UPDATE button upon editing existing request in Request Details hangs, or maybe it is aborting. Yellow popup Processing. Please Wait.. with spinning icon occurs. Browser progress bar advances to about 33% and no further. Browser spinning "busy" icon on IE7 tab flashes only, then returns to SD+ logo. Browser status line shows "handle Response called. http://[servername]/framework/html/blank.html". There are no scripting error warnings from the browser. Pressing escape to halt browser indeed
Error on page
From time to time I get an error (ending with blank.html) when trying to enter a resolution and close a request. Irritating.
UPDATE of edited Request hangs
Test requests are being submitted successfully by myself, an administrator. I then edit a stored request, and press the UPDATE button. The browser status line says: "handle Response called.http://[ourservername]/framework/html/blank.html" The browser progress bar moves to about 25%. The pale yellow popup says Processing. Please Wait.. with spinning icon. It never progresses any further in 10+ minutes. Tried multiple times with same results. Tried other test requests with the same results. Help. Build
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