MYSQL to MSSQL
I want to migrate my MYSQL database to MSSQL, what do I need to do? Is it possible to do it? Help would apreciated. Regards Nuno
LDAP Integration
Hi, Currently, my company's instance of ServiceDesk Plus utilizes AD, but for this second instance of SD, we're looking into utilizing LDAP on account of certain fields not found in AD. If we are to go this route, is it possible to schedule automatic imports/updates of requesters into SD from LDAP? We really like the feature of scheduled updates from AD. Best Regards, Justin
Missing Scanned "Workstation"
SDP 7015 I'm having a problem with workstations that I have scanned not showing in the Workstation list. Example: Server A, Sever B and Server C have been scanned. Only Server A shows in the list and is searchable. Rescan Server B. Now only Server B is in displayed in the list and is searchable. Rescan Server C. A and B are gone, only Server C is displayed and is searchable. I believe that the workstation entries have not been deleted, because after the rescan all of my manual changes are still intact.
IE8 - Blank screen
Hi, is anyone else experiencing a blank screen when trying to access SD+ 7506 with IE8? I've tried to normal tricks of clearing the cache and cookies, restarting the service but to no avail. Cheers
Cannot import Active Directory users after upgrading 7.5
I upgraded to SDP 7.5 everything seams to be working but I cannot import users from AD the screen stays on the connecting to active directory but stays at 0% completed. Does any one ales have this problem?
Purchase Order view for requesters
Hi, Is it possible to allow requesters to raise their own purchase orders without associating the role to technicians? This allows requsters to raise POs and forward the request to appropriate personnel for approval, and the helpdesk only gets involved after the POs have been approved to make the purchase. Currently a technician has to create the PO on behalf of the requester but we think the requester should be able to do this as long as the servicedesk application has been populated with relevant
Font size in Report
We use scheduled reports sending by email in format Inline HTML. Font size in message is very small. How can we increase its size? Thanks
Critical : Error while invoking backup
Everyday at 12:37pm, i recieve a "Critical : Error while invoking backup". My backups aren't scheduled to run at this time, and infact run at 8:00pm daily and are successfull backups. This issue occasionaly crashed my servicedesk and i have to reboot my server just to get servicedesk running again. Whats the problem? ************************************************* Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support
7605 : Hotfix Released
Dear Users, Please refer to the below forum announcement about the 7605 hotfix release. http://forums.manageengine.com/#Topic/49000003912007 Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
ServiceDesk Plus Request fields configuration
Hello! I would like to ask how can I configure some additional Request Fields that I added if I want them to take some action? For instance, I added some more Date/Time fields that I want to show in Technicians Scheduler. And how about some Standart Request fields? Can I disable them somehow? For instance, if I don't need Request Type? Thanks!
Bug? Cannot Delete Job Title in Requester window
Hi, I was updating some of the requester information and I have noticed that that the Job Title field contents cannot be deleted (set back to blank). I delete all texts in the textbox and click on update, but when I open the requester again, it comes back. (no error messages) If I changed the Job Title to another title (not blank), then it updates fine. Could you look into this? Thanks
Report: history of workstation assigment
Hi I need to generate report showing what workstations was assigned to user in period of time. I did not see such report in standard reports and did not manage to create it using custom reports. It would be nice also to have report showing to who workstation was assigned to in period of time. Could you help me create SQL query? BR Jan
Upgrade Question
I am in the process of upgrading our copy of ServiceDesk from 7014 to the current release and moving it from the current server to one that has more storage. My question relates to the ability to migrate some data but not necessarily all data from the current installation to the new install. For example, is there a way to move all of the computer inventory data but not the purchasing history (or some other combination as yet undetermined)? Also, I have a current license. Can that be used on the
How can I inject SQL for our custom request fields through API?
Does the API interface support SQL injection for the custom fields we've created? I tried sending API attributes like "UDF_CHAR1=Test1" and "UDF_CHAR2=Test2", but this doesn't seem to fill our custom fields. Please let me know how I can auto-fill these custom fields through API.
Change database to MySQL
I wish to use the MySQL already installed on the server. I performed these steps... - changeDBserver.bat - it successfully created the database in the MySQL server and the test connection passed - backupdata.bat - successfully created the backup file - restoredata.bat - ERROR in this step. It seems to create the approx 37 tables but does not populate the tables with any data. I attached the results from the command window.
Report on Assets and associated components
Hi, I would like to create a report on Assets and its associated components. Anyone please help me on the query.Didn't find any related thread. Thank you. Regards.
Filter to show only requests with a reply pending
This is bugging me, how can I create a filter view or use the search facility to just get open requests that have a reply pending ( showing Red Envelope ) Thanks, Andy
Suggest hardware scan tool to create CSV
Hi! Can you suggest me simple software or script that can locally scan workstations and save hardware info to CSV reports? The problem is we have many workstations those are not in domain. I tried to generate reports using Everest Corporate and HWinfo but result was disgusting: there are no options to tweak templates of reports for ServiceDesk Plus needs. Thanks in advance.
ServiceDesk Request Via Email
If for some reason the email functionality cannot be used in ServiceDesk, would it be possible to manually attach an email to a request or does it have to be automatic through SD? In a worst-case scenario, we could save emails as html files and attach these to requests, although a better method of attaching emails to requests would be more desirable. -Justin
Favicon
How do I change the favicon for IE browser tabs, etc.? I would like to use my own custom icon as opposed to the default SD icon. I have created a favicon.ico file and placed it where I thought it should go but it hasn't worked so far. This is very helpful for branding.
upgrade from 7022 to 75(09)
hi i have finally decided to upgrade my 7022 installation (works great now after all the teething problems i had with the upgrade from version 6 to 7) yesterday i made a snapshot of my VM (so am able to go back to before upgrade) i run the updatemanager.bat file and it comes up and i point it to the 7022 to 7.5 upgrade file from the adventnet website (which i have downloaded) the update starts and it tells me it is going to make a backup and i can see that the backup folder is being populated with
Receive notifications automatically of software installed on machines
In SD+ is there a way to configure an email notification when a software is installed on a computer? Thanks J
Personalized Signature
When I add a personalized signature in SD+, my signature is applied to the very bottom of every conversation thread. Why isn't the signature applied to the top of each thread, with the cursor placed just above that... like any normal email application? Thanks- Marc
Chang PO To PR
Is it possible to change the Purchase Oder title to Purchase Requisition? My accounting department would rather it said PR.
Using Templates from email notification
How can I ensure a specific template is used when issues are logged from a particular email address
Search in request notes
Service Desk currently does not search through request notes or the time spent description fields.. This is very important for us as we need to find requests by using this method. regards - glen
search function for solutions
hello we are evaluating the SD tool for our heldpdesk. so far we would say it is a great tool! but we have also a smal (hope so) problem. we have now entered some solutions but we can't find all of them with the search function. If we browse the solutionsDB we can find them but they do not show up with the search engine! we tried with keywords and just som words out from the text. can someone help us - maybe, had someone expirieced the same problem?
Search the Resolution area
Is there any way to search on the Resolution? If yes, how? If not, we need to get our Solutions database up and running. Our old helpdesk software did not have a solution area, which means we have no solutions. Can solutions be imported from a file (like requests)? If yes, please advise what I need to do along with the import file layout. Thanks, Joel
Add list of pre-approved changes
Hi I'm new to ServiceDesk Plus and am trying to set up a list of pre-approved changes in the system for people to pick from... Will I have to set these up as Request Templates and have people log service requests then pick one or is there another way? Many thanks Steph..
Parameter reports
Hi, is there any way i can produce a report with a parameter query. I have produced this report from the time spent module and would like to let the user select a time period i.e. date from - to SELECT ti.FIRST_NAME "Assigned Technician",wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Assigned Technician",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",pd.PRIORITYNAME "Priority",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME)
Business Rules - an explanation please
With the new multi layered and cascading Business Rules we are finding that what was working fine no longer works in the same way. We thought that after some support from the SD+ team that we understood what was now happening but it doesn't appear to be so. We use Business Rules (at the moment) only for filtering incoming emails and we had about 15 Business Rules that worked like a conveyor belt, i.e. each time an email found a match/fit within a rule it was handled accordingly and nothing further
Closing Notifications for Groups
How I can send notifications to all members of a group when closing a ticket?. I'm testing the 7507 version. Actually this notifications are only for requesters. Regards, Pablo.
Understanding Sites
Hi! I want to understand using of Sites in SD. I'm working in organisation, that have some sattelites. So, most requests are coming from Head organisation (I'll name it A), and some from sattelites. So I created Site for our sattelite. Do I need to do the same for the A? For example in Configuration => Departments I can see Departments for "Default Settings" (Head) and for sattelite. Does this correct? Do I need to creat standalone Site for Head office? Or may be there is a faq for my quiestions?
Technician can't see requests created
Hi, i'm new in this soft, to day, a technician tell me: I can't see a request created for attend my computer ! In our config, a technician only can see the requests assigned to him, but how can I do for he can see the requests created on his name as requester ? Thanks for help...
help me understand history of a call terms
I am running the latest SDP build. When I view history of a call I see: Status changed from Open to on hold Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM ISAFTEROVERDUE changed from None to waiting on user to do something What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date). When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use
Apache Exploit Reported
According to this article, a critical security issue has been identified with Apache versions 2.2.14 and earlier: http://www.senseofsecurity.com.au/advisories/SOS-10-002 Could someone verify which version of Apache is being used by ServiceDesk?
Customize Requestor field
Hi, I would like to change some text on the Requestor's home page. Currently, when a requestor goes to submit a ticket the text says "I am having issues with". We would like to change the text to read "I need assistance with". Is this possible and where would we make these changes? Thanks Johnnie Benson SCRA
how to add favicon
Hi, 1. How to customise the login page" homepage.do" 2. how to add favicon to the page. Regards Chetan V
Using ServiceDesk in a kiosk?
We're hoping to set up a user self-service kiosk so that customers can create tickets when support staff are not available. Has anyone done something like this? We're going to lock the machine down so that only the browser can be used, but I'm not sure how to configure SD+. Should we log into the application with a generic user account? Create a web form and post through the API? Is there a way they can select their own name from the requester box? I'd appreciate any suggestions!
Search Option
Hi, I feel the search option doesn't give proper results. We are using notes to enter details of logs entered on requests before it is closed. For example, before the request is closed, the techie enters his notes each time as to what he did with the request. But when i go to search for a particular word within a request, i observed that it only looks for the word in the Title or the description fileds. I feel the search should look for the word within any of the fields, like even in notes. Anybody,
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