ServiceDesk Not Working After Applying HotFix 7509
Okay i stopped the service downloaded the hotfix and ran the update tool, browsed for the file and chose to update my engine from 7508 to 7509. IT created a backup and the installation went smooth and completed successfully at 100%. I then started the service and it starts pretty quickly. Later a splash screen comes up showing the progress of the start and it go all the way till i guess in the application layer at around 85% it hangs, the progress bar is not moving forward at all.] I restarted the
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
SD+, OpManager, Netflow on the same server
Dear all, We have these 3 software installed on a W2003 server : OpManager Build 8022 ServiceDesk+ Build 6015 Netflowbuild build 7600 Each of them use a Apache, java & mysql process. Is it possible to migrate the 3 mysql DB into a new MySql server ? And in this cas, which mysql release should I install ? Thank you, Christophe
Workstation Purchase Cost / Date & Acquisition Date
Hi, It would be useful if when filling out the purchase cost and date for a workstation, there was an option to also set the "acquisition date" field at the same time. Because at the end of the day, 9 times out of 10 these dates are always going to be the same and it would save having to fill the same information out twice. Thanks Tom
API syntax help
I can successfully create a ticket by manually navigating to a URL in my browser. I need to go two steps further: I need to automate this via VBScript or something so I can migrate a bunch of requests from an old help desk system to SD+. One of the forum members (http://forums.manageengine.com/#User/jody.greene) gave me a good start on this. Instead of using an InternetExplorer.Application object, I'm considering using the Microsoft.XmlHttp object (which I don't have working yet), for the reason
Request Status/Update via e-mail
Is there a way that a user can request the status of a request or close a request via e-mail and not via the web portal? We have our sdp server behind a firewall and are not interested in opening it up to the world, but we would like for our customers to be able to send an e-mail and learn the status of their request. Thanks!
Reoccuring tasks
hi , i am trying the servicedesk plus and i was wondering how to create repetitive tasks , i want that each working day at 10:00 a new request will automaticlly created (for backup validations etc). is there a way ? Thanks ahead , Doron.
High-Availability Services Desk !
Dear all , We're using services desk , but some time it's crash , i want install services desk with High-Availability , how can i do that ? Thanks alot of !
Preventing Re-Opening Of Requests
Hi, Is it possible to prevent requesters from re-opening already closed tickets. Thanks, Mark
Extra field on Requests: Date last modification
I've searched for this request, did not find it however. I would like to have an extra field added to requests containing the date of last modification. And by modification I mean an edit to the request, or an incoming mail message for example. With this extra field I could sort my requests by this last modified date, so the requests that are most recently modified will appear on top of the list. Sometimes users mail a reply to an old ticket, it is reopened and the reply is added, but because it
Asset Windows Domain scan broken after hotfix 7507_1 upgrade
Upgraded to latest hotfix, tried to run a Windows Domain Scan in the asset section. Screen just sits there and displays " Enumerating Organizational Units in Domain - <ourdomainname>" nothing happens. Can cancel it, click on "fetch ad OU's" , but will not return my OU's , recreated the domain details , tried to run/scan again but still no luck . system runs on a windows 2003 server , database is installed on MS SQL server
Incoming Mail Time
All the new tickets coming into ServiceDesk via email are recorded as one hour behind within the ticket request tab. If the ticket is created using QuickCreate then the time is correct. I have checked all the usual Windows Regional Settings etc but cannot isolate the problem. All subsequent replies via email are recorded correctly, its only new tickets The History tab though shows all mail as an hour behind in and out running build 7509, Windows 2008 Server, mysql Any ideas how to fix this
Announcment request
Hi, I was wondering (if it hasn't been requested already) to have the Announcements show at the bottom how many people have viewed the page. Also I think it would be a great idea to add a spot for the Technicians to be able to see who has viewed the announcements as well, so we can get an idea of who is actually seeing these announcements and who we need to remind that these announcements are there. Thanks, Ira Locke
Is it possible to modify the Requesters home page to include custom HTML code?
I would like to use the Requesters home page as the default for the whole company, would it be possible to add a google search box on that page?
Asset - Remote Desktop
Currently remote desktop does not work well with our setup. We have 32 seperate sites that do not pass the FQDN from site to site. Thus, when we try to use remote desktop it attempts to connect via the FQDN, which makes sense, however it doesnt work for us. If we plug the IP address in, assuming it hasnt changed since the last asset import it works wonderfully. I was curious if there is a way to fix this and/or when the asset scan client becomes available in 7.6 (or 8, which ever it is) will remote
SLA time should stop while a request is closed
When a request is closed the SLA time still continues. If that job gets re-opened after the original request due-date the request violates its SLA immediately. This gives the technician no chance to respond or react to the re-opened request (even if it is a simple thankyou email). Surely the closed status for a request should be a stop timer status? I can't see how it could work fairly to both requester AND technician any other way. Cheers, Lew
archive old tickets
The system runs slow. We would like to archive off old tickets. How do we do this? Are there any optimizatoins recommended from the db standpoint?
Technicians unable to edit requester info in Requester List
Our helpdesk staff do not have administrator privileges to ServiceDesk and cannot edit requester details from the Requester List; the icon to edit the requester is grayed out. I do not want to give the helpdesk staff full administrator privileges to ServiceDesk. Currently, the helpdesk staff is opening a new ticket and then editing the requester details on the ticket. Is there an easier way of doing this? My recommendation is to create a new role that have this privilege.] Thank you.
problem viewing helpdesk in IE 8
cannot view helpdesk in IE 8. users get a black screen and nothing else. we are running vista enterprise with all updates and sevice packs installed. 75% of our fleet is brand new. works perfectly in IE7 and Firefox. any suggestions?
Agent for asset management
Is there any plans, or is there already an agent/client that we can deploy to simplify computer scanning in ServiceDesk plus? Thank you, Bill
API Enhancements
While using the API, I have found some areas that could use improvement... 1. Documentation - A full list of the attributes would be helpful 2. Attibute (attachment) - It sure would be helpful if we could create an attachment (or multiple) 3. Attribute (reqTemplate) - It would be beneficial to apply the selected template to the submitted request instead of just populating the "Template" field. 4. Attribute (SLA) - I would like to be able to apply an SLA 5. Passthrough Authentication - It would be
Workstations Failed During Scan
I have a lot of workstation that are not in use right now and are showing up failed durring scan. Well thats because they are off... I have some in Not In Use and Dissposed and then still are showing. Is there a way I can get them not to show up when doing the scan? I removed them from AD as well....
Slowly request open
Good afternoon. We use SD + with last update. We have one remark. The program brakes if to select a mode to show all request to try to open another's request... Can open minutes 3-5. If to work only with request which are assigned to me - that all very fast opens.
Failing to Scan Server
The error message is FAILURE :One of the attribute of the Workstation refers another Object which does not exist. Hence cannot add this workstation. Please can someone advise of possible fixes, strangely, this server is being detected as a router in the automatic scan but none of the settings are available.
Import Data to service desk
I import data to DB Table Sample WorkorderID=50 -- workorder -- workordertodescription -- workorder_fields -- workorder_threaded -- workorderhistory -- workorderstates I Can't New Request ==> ID duplicate I No restart service Please Help me I do not know where that store. [WorkorderID]
Service Desk Windows Vista
Web site works with port 8080 and does not load on Windows Vista. anyone has idea why?
Custom Report Help
Hi, I am looking for a report that will list a workstation, user assigned to it, and date a specific software was removed. Looking to generate a report that will list all workstations/servers on when we uninstalled office 2000. Also would like one that shows when a specific software was installed. Thanks, Dave
smbios - asset tag information
I would like to see smbios information, specifically the asset tag info, gathered as part of the resource info for workstations.
Assets problem
I'm trying to use Windows Domain Scan. After the starting the scan process I can view "Successful scan: 200" and "Failed scan: 100". But when I go to "Assets", I can see only 16 workstations detected. Is it normal? How I can fix it? Latest SP is applied...
Custom Report that lists Active PCs that have failed to Scan.
I have noticed that when on the asset tab you see the total of pcs that “failed to scan” When I look at that list the majority of them are pcs that I have set to “Disposed” status. In which case they will ALWAYS fail to scan. The problem is that makes it difficult to wade through the list of failures to find active PCs that have failed to scan. I would like to have the ability to get a report or to modify the assets tab so that it only shows you the active PCs that have failed to scan.
connection between group and catagory
heya The problem i am addressing about is the connection between group and catagory. As admin, when i would like to choose catagory, sub etc, inside the edit option of a certain request, there is a TREE link between them all. So when i choose a certain catagory, a certain sub is being opened to choose from in the drop down menu and it can keep divide into subs. Is there a possibility to connect / add the GROUP section to the top of the tree? So it will be GROUP------>CATAGORY------>SUB CATAGORY------>..........
changing the backup location
When i change the backup location the backup fails giving the error below. I have ensured that the user (the one servicedesk uses) can read and write to that location but the backup still fails, when I change the backup back to the original location the backup works again. Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com
Redesign Surveys
The current survey section is limited to only sending a survey based upon a helpdesk call being closed. I'd like to see the Survey section be separated from the helpdesk, but allow rules to be setup to still perform this function. In addition, specifically, I'd like to have the ability to use the surveys to be sent at ANY time to any email address specified within a field. Basically, I'm asking for an independent survey feature that can be used for any purpose, not just for helpdesk requests.
Allow templates to be applied to existing requests and change fields
In 7.5.09 you cannot overwrite values in an open request using a template. eg The "call status" field cannot be changed if it is already set as "open". Please make a configurable option to allow this - for example to close common requests with a common resolution completing all mandatory fields. Useful as a "quick close" feature on common issues, ensuring the correct category, etc is chosen. This is how it used to work in 7.0.22 - please make this facility available again as a choice.
Sites not listed for technicians
I have imported all requesters from AD along with their sites and its all populated correctly. I then promote a requester to a technician but in the Available Sites selection it's blank and associated sites says "No sites available". Looking in Sites, I can see them all and they appear to be correct. This is the same for all technicians. Manually adding a site without using AD gets the same result so I'm not sure if its my wrong config or if its a bug somewhere. I'm on build 7508.
"Email" on Requester's login page
Is there any way for me to put the "email" field as the Requester is logging in Requests?
How do I allow a technician to create venders and items when they are creating a new PO?
I tried to setup a new role and allow full control in purchase but they can not create venders or items. I did assign the new role to the tech. Thanks Marty
Asset Disposal State
If an workstation asset is set to a "disposed" state, can if be made so that that same asset does not show up under "workstations failed during scan". If its disposed its obviously not plugged into the network and will not scan. We have about 10 older pcs in there showing up. Thanks, Dave
Asset Management purging of old assets
I need to get our Asset component of SD+ better functioning, we currently have 18 months of info there and I think very little is of interest. Is it possible to remove all assets and scan again?? Or is there a better way, we are using MSSQL and V7008? Thanks in advance
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