Java CPU 100%
Dear all, we have a problem with SD7 Plus, the Java services use 100% CPU. I found a previous topic, regarding to add the following line in the wrapper.conf wrapper.java.additional.15=-Duser.language=en wrapper.java.additional.16=-Duser.country=US But nothing change, any idea ????? Thanks Lorenzo
SDGuest role modification
There is a mandatory role that is assigned to requesters. Can this be modified? If not, can a new role be assigned to requesters basd on the SDGuest role? This is very important as we are an MSP and and are planning to use SD+ (still in eval with other servicedesk solutions) to allow access to our clients. The biggest hiccup right now is the roles piece
Requesters process a purchase order
WOuld it be possible to have requesters initiate a purchase order through the system?
New Requests and Assets
Having an issue where all new requests are auto-assigning assets. I would like to have the system default to no assets rather than every technician having to manually touch every call to change asset to none. Joe
Approval status
Hello! Is it possible to translate approval statuses from English to other languages?
Use of Description field for Category / Sub-Category / Item
In 7.6.0, is the Description field associated with the Category / Sub-Category / Item ever visible to anyone outside of the Admin module in SDP? I'm trying to figure out if it is worth the effort of maintaining the description. Is it visible to Technicians at any point? What about Requesters? Do the answers to these questions change in 8.0? Thanks!
ServiceDesk Web Client on Server
Is there any way to stop the Web Client from starting on the ServiceDesk server after a reboot or ServiceDesk service restart?
Reversal of Closed Purchase Orders
We received goods, paid for them, and then they failed. We have returned the goods to the supplier and received a Credit Note, but cannot reconcile the original PO to resolve this.. Anyone got any ideas of how to resolve this ??
Merge request with newer one
Hi, I like to know how I can Merge a old request with a newer one. And is in the new version it possible to link requests, so that if a request is solved all people will receive an email. and that all request can be shown to the requesters.
Changing the date format
Hello, We have just purchased your software and I am trying to figure out if there is a way to adjust the date format. Currently all formats available under personalize appear to be in a day/month/year type format. I would like to be able to change the format so the date will display as Month/day/year. This is especially needed when looking at open requests
Purge Non-Installed software out of Scanned Software Inventory
Is there anyway to "efficiently" remove all the software that is "Not" installed anyware that is in the "scanned software" section.
Record Retention
If we end up not having Service Desk Plus as our help desk system, how can we retain the history information? Especially when we are looking at the assets and the attachments that have been scanned in which we use to gather our inventory information. Thanks, Lisa
Helpdesk knowlege base or solutions
Could i have ready knowlege base or solutions and download it to my users to be used by him before making service request?
create report in help desk with decimal
hi, i am using service desk 7.6.0 and would like know how do i make report with 2 decimal? i am trying to make report on average rating given in a survey. thanks.
E-mail technician when a request is appended by reply template
Have these been altered? Before the upgrade to SDP 8.0 when SDP sent out 'request is appended' emails is contained the information that had been added to the request which saves a huge amount of time having to check the tickets each time just to find out there is no action to take. I have had a look at the template and there does not appear to be a way to add the required infomation.... Anyone else noticed this?
Please vote for the ability to disallow or notify end users of remote control...
Hello i was told to ask for the feature enhancement to allow users to agree to the remote control session about 146 days ago. right now, 40 people have voted for this feature. I'm thinking advent net needs to see how many of us care about this.... so, i'm asking that end users such as myself please take the time to visit this link from the roadmap site and vote for this feature? even if you dont care about it, it is important (urgent) for me to be able to do this so i can drop my current remote
Hotfix 8002 Released
Dear Users, Hotfix over 8000 has been released. Please refer to the announcement for more details. https://forums.manageengine.com/#Topic/49000004479137 Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Parse Outlook email and create a ticket in SDP
Hi there, We receive service outage notifications from our various suppliers via email, and I would like to have outlook parse each of those emails and send that information to SDP to create a ticket. Each of the suppliers uses their own email templates. I am newbie at this, but maybe someone out there has experience with this and can assist? thank you
Agent Scanning in 8.0
Is there any benefit to installing the agent and using this feature other than what the note states about faster scans to capture only the differences? When I suggested this feature a couple of years ago it was to scan all exe files on a PC so we could search for malware or prohibited software that was not picked up as regular installed software, not in the registry. Also, does anyone know if once the agent is installed, and you click Scan Now from SDP, does this use the agent, or does it still use
Request ID changes when splitting
I'm not sure I'd even call this bug, but I've noticed this in Service Desk version 8. Let's say a request comes in with ID #2. and you want to Merge it with ID #1. The request gets merged but then you decide later you have to split it again. This time after you split it, it now has request ID #3. In prior versions it would keep the same ID. Not really an issue but curious. Eric
How the 8.0 Release went and how it could have gone
Finally there is light at the end of the tunnel and version 8 has arrived. How this release went: 6th May - Release will be in June - 4 months off 14th June - Beta end of Month - 2 Weeks off 14th June - Release end of July - 3 months off 24th June - +1 Week for Beta - 1 week off 10th July - early access to Beta 28th July - Beta upgrade possible 05th August - Release by month end. - 2 months off 28th August - Release in two weeks - 1.5 months off 08th September - Release end of September - 1 month
ServiceDesk Plus 8.0 Released...
Dear Users, ServiceDesk Plus 8.0 got released. Please refer to the below link for more details about the release notification. https://forums.manageengine.com/#Topic/49000004453084 Thanks & Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
sort on installed software
for some reason I thought the ability to sort "Installed" (number of installations) would be included in 8.0. I could be wrong on this. But this has been a requested feature since SD 6. Is there any chance of this feature ever getting implemented It really would be nice to sort on this. Sometimes we really have a lot of turn over when it comes workstations and therefor a lot of orphaned software installs or those with a 0 count. please please please please implement this.
SDP 8.0 backend and My SQL versions
Hello, We have just installed SDP v8.0 and have noticed that that some of the backend components are very old Tomcat - 5.0.28 JBoss - 3.2.6 - Build: CVSTag= JBoss_3_2_6 date 200410140106 Is there a business reason that these older versions are still being used in the development environment? Is there a plan to upgrade these soon? There are many performance and security fixes in the latest releases, and I think it would be to your teams advantage to use these updated components. Secondly, Does SDP
Scheduled AD import - details selection
Hi, When I'm executing manual import of requesters from AD, I can select Fields for Import. Which fields are selected in Scheduled AD import? (SDP 7.6) Regards, Artur
Service Desk 8.0 release date
I read on the website where the release of 8.0 is due for 2010 Q2 i was wondering if there was a more narrowed down release date planned or if there is a beta availble for testing
Escalation matrix
HI, I am evaluating enterprise version of SD, Can we configure Escalation level in SD? i.e if technician 1 unable to resolve the issue in 4 hours time then the request get escalate to Technicial 2 and so on further. I can configure in group option of SD that also within group and if technician has not pickup the request it will notify to specified technicians. this does not resolve my purpose. Regards Vipul
archiving closed items
Is is possible to archive closed requests so they do not appear in the ALL REQUEST view.
Creating Test install
We are trying to upgrade to the latest version of Service Desk but when started installing the build our Service Desk failed after build 7.5.0 Build 7514. We went back to the old version through a restore process basically installing the version we had a latest full back up from then upgrading to the version we knew worked. We now are took that server converted it into a virtual machine and we are trying to connect it to a test database. Currently the virtual machine will connect to live the database
How to evaluate the "On Hold Time" of a request
Hi everyone, I looking for a solution to calculate the real time spent on the resolution of each request of our Help Desk. I create a Reporting Tool to generate lots of reports but now I’m searching the way to calculate real times. Effectively a lot of requests in my company depend on various suppliers before to be resolved by our technicians. During these times a request can be on "On Hold" state during a while. In the SD database I can’t find the entry where I can detect a change of state.
SDP 8.0 Release
What is the new tentative release date of ServiceDesk Plus 8.0? The roadmap page indicated the end of September 2010, and we are nearing the end of October.
What is the next SDP build that will be released?
Hi there, I have a question about which version will be released next? Will there be a hotfix 7612 or has the support life cycle for 7.6 ended meaning you will release version 8.0 next? If there will be another hotfix for 7.6, what is the scheduled release date? Thank you
Hardware Contracts and Requests
When I log a call for a printer or any other piece of hardware that has a maintenance contract associated with it, is this shown anywhere in the request? I want the contract info for the hardware to be automatically visible to the technician so he can place the call with the external company. Gill
time entry in resolution
Can there be a feature to add a time entry in the enter resolution screen please?
multiple requesters assigned to one asset
Hello, Is it possible to assign multiple requesters to one asset. there are several of these discussions years ago but no updates or new information. We have multiple users assigned to one PC because of shift work. Currently we cannot see if a request comes in which asset is that requester using. Thanks
Report for Software License Expiration?
Does anyone know if there is a way to set up a report for software license expiration? I'm trying to manage software licensing in ServiceDesk Plus, and I'd like to be able to run a report that would generate a list of software licenses by order of license expiration date. Any ideas?
Service Desk & Exchange 2007 Mail Fetching
I am unable to fetch mail when using an account that is on an Exchange 2007 Server. Any help would be most appreciated Dave
Purchase column in scanned software
Under scanned software, even when I add software license, the column "purchased" still shows as "-" , but when I click the software to view in detailed, it is able to show the quantity of the "Purchased Licensed". How do I populate the "Purchase" column?
Scheduled Backup User Account
i am trying to schedule a backup to a network file share with service desk plus (7009). My problem is i dont know which user account to grant access to the file share so service desk has permission to write the backup file. Java.exe is running under the local system account so i cannot grant access to it and i do not see any way to specify credentials for backups. anyone have any suggestions
Major Release
Is there any news on when version 8 will be released? This is still tentative end of Sept. Shame that this is taking so long considering it was due about 3 months ago! Don't get me wrong, I'm glad it isn't being rushed out with a bunch of bugs, it would just be nice to have the tentative date updated when it has been and gone...
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