problem with decoding name of email attachments (cyrillic)
We send email with attachments to SD in russian language. And in SD it's look like this: Çàÿâêà íà ïåðåêëþ÷åíèå.doc (Character set CP1252) but must be: Заявка на переключение.doc (Character set CP1251) SDP Version : 7.5.0 Build 7508
Can SDSiteAdmin see the request of the other sites to which he is not associate?
Can SDSiteAdmin see the request of the other sites to which he is not associate (he has just SDSiteAdmin Role)? For example,when he is just responsible of Site A, can he see the requests of other sites?
Helpful assistance
I would like to praise the service I received from a nice girl in 'Tech support' Reana. On 7/2/11 at approx. 11:00am. She was very efficient & helpful. Yours sincerely Glen Hollis.
changes to remote agent settings?
I thought I saw somewhere in the install documentation that we could change the remote control settings to not prompt a user to allow us to connect when using the remote control function? We need the non prompt setting for some of hardware that does not have keyboard or mice attached... is this possible to do? And how can we do it? Also, does the servicedesk log any of the remote session info anywhere? We need this function for compliance purposes.. Any help would be greatly appreciated!!
Searching all requests by Requester
Is it possible to be able to quickly search for all requests by a requester without having to create a new custom filter or report?
Preventative Maintenance stuck in a loop
I have this problem that after I create a scheduled preventative maintenance task the page starts looping on itself over and over again. After hitting refresh-stop a bunch of times it will eventually display, and if I delete the task it doesn't loop. There are lots of bugs in 8.0. If I were in charge there I would put a freeze on any new features until all the outstanding bug reports are resolved. Maybe have a week of QA where both developers and testers try out every feature of the application
Problems / requests - Tasks report
Hi, I'd like to make a report with all the open tasks, with the problem id or the request id linked to them. The columns I need are : category, sub category, item, technician assigned to the request / problem, technicians assigned to the tasks, taks status (open or on hold), and task title. Thanks Fabrice
Requester conversations and emails received from SDP
It seems like that whenever SDP receives an email and correctly identifies the Request ID, the email will be attached to the request in the "Requester conversations", so the requester will be able to read that email. Is it possible to configure SDP in order to have attached in the "Requester conversations" only emails actually to or from the requester? Suppose, for instance that the techincian working on the request wants to forward it to a colleague, and the colleague replies to the email: the two
Group Mail Settings
I've been trying to find documentation about what the Group Mail Settings for each Group do but have been unsuccessful. Can anyone explain this section?
Unable to edit all "Preventive Maintenance" tasks after upgrade to 8
After upgrading we lost completly the ability to edit and change all (dozens) existing preventive maintenance tasks. Please help... The edit screen show the PM tasks empty and until now the only workaround is to created a new PM and delete the old one.
SDP - Solutions, User Groups & Techs
Hi, I am trying to seperate my Solutions so that only certain techs can see certain Solutions. For example, I have my technicians divided into 3 seperate tiers: Tier 1 Tier 2 Tier 3 I've tried creating a User Group, and adding my technicians to the appropriate User Group, but for some reason, as a technician, they are still able to see all Solutions at all times. However, I have tested similar functionality with users not assigned a technician role, and I am able to seperate solutions for them
& symbol not displaying in Item list and Group field not populated
We've just upgraded to 8007 from 7600 and now, if a ticket's resolution field is populated and the end user replies to the ticket the owner of the ticket receives a "Request re-opened by the user" message, even though the request was not closed/resolved yet. And for items that have an & symbol in them, the text starting from the & symbol no longer appears in the drop down list and only reappears when you save the ticket Select from list - should read P&R, only shows P Item is saved ticket reads
Reports, Time Elapsed vs Time Spent
This is more of a language issue then a bug. For a request of any type the Time Elapsed = Time Completed - Time Created, and Time Spent = sum(work logs). I know way back when Time Spent = Time Elapsed, but with work logs this is no longer true. I would update your ReportColumnDetails table, to change the TIMESPENTONREQ to point to sdp.reportcols.mod2.timespent which shows "Time Elapsed" instead of sdp.reportcols.mod1.timespent which shows "Time Spent", or change sdp.reportcols.mod1.timespent
Domain Asset Scan Broken in 8.0SP5
I am getting intermittent General Failures at random places during a domain scan. I can scan those failed assets successfully manually, but it breaks when doing a whole domain scan. A broken log entry: [12:00:57:070]|[01-10-2011]|[com.adventnet.servicedesk.asset.task.ScheduleWorkstation]|[INFO]|[46]|: Going to schedule scan for workstation <SystemInfo WORKSTATIONID="320" WORKSTATIONNAME="mfg-nyc-ads2.mfg.prv" MANUFACTURER="VMware, Inc." MODEL="VMware Virtual Platform" SERVICETAG="VMware-56 4d
Requester's list view of request: cannot show "Reply" and "Notes" fields
It seems impossible to show the "Reply" and "Notes" fileds in the requester's view of requests. Am I right? I think it would be very important for a requester to immediately see that he has received a reply from a technician, for instance. Regards. FB.
Purchasing Windows Disappear
Within the purchasing area a window pops up when you try to change a purchase orders status (i.e. to invoice recieved) a window will appear and before you can type in it, it will disappear, or it will even after you have typed in it, but have not saved the changes. This is extremely frustrating because it requires multiple entry. This does this on every option that pops up a window in this section. Can you please fix this?
CC emails not showing up in conversations
It seems like cc emails do not show up when expanding all conversations. Am I right? Also, I see that requesters have no opportunity to search the requester list (there is no "Search requester list" button), whilst that is possible for technicians. Am I right? SDP 8007 . Thank you.
Web access
Hello experts, I am a newbie, so I would like to ask one simple question. Is it possible to connect to ServiceDesk Plus over the web, I mean can customer using its on remote computer and web browser connest to ServiceDesk plus which is sitting on another computer? If yes, how to configure that settings? I am using ServiceDesk Plus 8.0?
Existing Wildcard SSL Cert
does anyone know how to use an existing SSL Cert with SD+?
More e-mail adresses or separation of request types
Hi there, We're quite pleased with ServiceDesk Plus in our IT Department. Our genereal Facility Services would also like to use the same application for general non-IT service requests. How can we separate the incoming service requests? For instance: 1. helpdesk@yyyy.com is automatically notifying technicians A+B. facility@yyyy.com notifies technician C. 2. Mails with subject "Facility" at the start automatically notify technician C and all others notify technicians A+B. BR Ricci Setholm
Approving Purchase orders
Hello, We are looking at utlising the PO functionality of th SD for our PO system instead of our exising solution. One issue I have been asked to find out is whether the PO creator can authorise his own PO. Please advise
Request won't show up when Request are created by email...
I recently upgrade from build 6002 to build 7010 and some requests won't show up on my Open Request page. As I can see in the header, I should have 28 requests and only 15 of them are visible. I figured out that it was caused by requests created by email including html code. To temporally fix the problem I have to search for those specifics requests, edit the request and Toggle off the HTML Source and now all my requests become visible. I want to know if somebody experiments this issue, maybe it
Service Desk Views
Hi, I am in the process of developing a department site for my group, Information Technology, at my job. We use SharePoint as our intranet platform. I have a page that when a User goes to that page, we would like them to see their open tickets that they requested. We don't want them to have to logon to Manage Engine, it should auto log them on based off of their assigned network id, and simply display that user's open tickets. In SharePoint I've added a web part Page Viewer, all this web part
From Windows to Linux
Hi, at the Moment we got an ServiceDesk Plus Windows installation with MSSQL Server. We need to transfer this Installation icluding all Settings and Requests to an Linux installation. How We can do that or is it impossible? Greetings Modding
Error with automatic emailling/notification, after upgrade to Service Desk Plus Version 8007
After upgrading to Version 8007, the automtic emailing system doesnt work. All inbound emails come in as normal, but all automatic notifications have stopped working. If you try and forward or reply to request all you get in the subject field are the fields to be sent not the actual data. ie "[Fwd: ##$RequestId## : $Title]" instead of the proper details. If you then carry on to process the email it does actually send the email, so the SMTP mail is working ok. Any ideas
Customize Request Print Preview to soport Company Header
Hi, i'm trying ti customize the request print preview to include a header with the company logo and some text. How can i do that? thanks in advance
Helpdesk ticket from Contract reminder
Is there a way to raise a ticket when a contract is due rather than just send an email reminder? A ticket is a perminent reminder until it is completed, an email can be forgotten. I can forward the email to the helpdesk, would be nice if it was an automated procedure though.
Cannot delete a request with a large amount of conversations
I have a request that I believe is slowing down my system as it has 100+ conversations attached to it. The request continues to gain conversations as they are being attached as returned emails. (technician email changed). I would like to delete this request altogether. I am getting an error that the delete failed. Is there a way to manually delete the request using SQL (MSSQL)? Or, is there a better way that you would recommend deleting the request? Thanks!
Bug in Spam filter
In the Mail Server Settings/Spam filter. There is one To (or CC) rule "contains" an email (abc@example.com), will match all email that has the email in CC (or To) only. The system discard all email.
Manually Create Requester Accounts for Active Directory Authentication?
Is it possible to manually create requestor accounts in SD+ so that users can log in using their Active Directory credentials? We originally did have SD+ setup to run the auto AD Import but now the company is on two separate domains with duplicate accounts on both domains. Because of the duplicate accounts on both domains we are no longer able to use the import function. When importing, the last domain listed would overwrite all the previously imported accounts. Since the domains are imported in
Redirect attachment folders
Is it possible to store attachments on a different server from the other helpdesk files? We are currently running out of space on the server that runs ServiceDesk and as a temporary fix we would like to move the storage of attachments to a different location. If so, how can it be done? Thank you, Andy Goodson
List Business Rules
Hi, Is there a way to list or query SDP Business Rules? We have Requests that are automatically assigned to a Technician (or actually the number id of former Technician) that doesn't exist anymore (was removed from Technicial list). This is most likely due to Business Rules that assignes Request to the ex-Technician but I can't find it. A list of some kind from Business Rules would help on this as we have several Sites. Regs. /lakend
Multiple Users/Requesters
Hi WE have an Issue with SD+ Build 8003 where by we have all our users imported Via AD and then i needed to import some new Assets i had in a CSV file and assign the assets to the users. when i did this it created a duplicate users and assigned the Asset to that new user. Is there a way to merge the users together so as we don't have the double up or would it be worth deleting all the "new users" and "new Assets" and then re importing the csv with a username field that matches the Users that are
Suggestion to associating new request to already outstanding problems/changes
Hi, I've recently had an idea with relation to the way that additional requests are handled once attached to problems/changes. With the current system, once a problem/change is raised from a correcly catagorised request, the problem or change adopts those same catagories. My proposal is that when associating any further requests to these problems/changes, that these requests also pick up the catagories from the already created and catagorised problem/change. This cuts down on data entry time as you
Assistance with code for MYSQL?
Can any assistance be provided for MYSQL code? I'd like to write up code to add into our SharePoint, all I need is the code, and I can figure out how to integrate into SharePoint. I want it to pull up the current user's network ID and output their opening tickets detailing request #, Description and the Notes field. Any assistance? Thank you.
Can we
Hi there, Can we export MySQL database from ServiceDesk 7 to ServiceDesk 8?
MESD Plus V8 - on IBM iSeries
We are currently evaluate service desk plus 8 software , we have major point need to confirm which is , is there are any plan to install MED on IBM iSeries using Zend Core or Webshper ?
Dashboard Customization?
Hi, Are there plans to allow customization of the dashboard going forward? While I like the idea so far I find it a step back from version 7. We do not use SLAs, so three of the graphs are useless for us. I also do not like how the "Requests Received" and "Requests Closed" are displayed. The older style line-graph that plotted both on the same chart made it easier to see if we were keeping up with requests. Lastly, there does not appear to be any quick way to determine the number of requests
Exporting MySQL database from ServiceDesk 7 to ServiceDesk 8
Hi all, I would like to know if it is possible to export the MySQL database from ServiceDesk 7 to ServiceDesk 8 so that I can have the same data when I upgrade?
ServiceDeskPlus and API form
HI, I have created couple of API forms for ServiceDeskPlus. I couldn't find any help about API. My question is: Is there any way to add to API form extra attribute like CCtechnicianEmail ? When technician is creating a new request suing API form confirmation email will be send to: technicianEmail Technician EmailID and CC: to one of the mamanger I hope if that is clear ... Thanks for any help. Peter
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