Requester Can't Close Requests
We have the system set to send an email to requesters to allow them to confirm request closes. The Requester gets an email that asks them to close, but when they enter a comment and hit "close request" the form seems to just reload and nothing is closed or updated in SD.
SW History on Asset
Hi, When we use to add or remove a piece of software to a server asset the history tab would record these actions. Since an update (either the last 7.5 or to 7.6) it no longer does so. Hopefully I am just missing something. Thanks.
Displaying additional requestor details in a request
I'd like to be able to see the EMPLOYEE ID information when ever a request is created. At present the only way I can find to do this is to enter the requestor details on the request, then click on the SEARCH REQUESTER LIST icon, which brings up the search page with just the requestor selected shown. Then click on the EDIT REQUESTOR link. If possible the details would be possible via the Request page, 2nd option would be on the VIEW REQUESTER page. Suggestions on supported or even unsupported ways
Import a single requestor from Active Directory
Is there a way for me to import a single requestor from AD? I know the OU group for the user but I would rather not import the entire group.
Cannot apply Request Template to any request
Since 7.5 we have been unable to go into a request, edit and apply the request templates. We have tried to delete and recreate the templates but that does not work. I have seen similar posts; WHEN WILL THIS GET FIXED?!?!?! Would like to see another answer other than the standard, "...will be fixed in next hotfix..."
InterProduct Interface Consistancy
Is there a team at Adventnet that is responsible for overall user interface and design? It would be really nice, if all the Adventnet product has the same base interface across the board and had the same consistant look and feel. Looking at the interfaces for both SD+ and OpMananger.. they are completely different. Completely different layouts on the tool bars and where to find information. SD+ has single signon, OpMananger does not.
Deleting System Log
Currently we have 661981 log entries in System Logs. I would like to remove all log entries so I can start fresh fixing the errors, however I can only remove 200 at a time, as you can guess this is time consuming. Is there a quicker way to remove all log entries? We are using the MySQL database and v7.6.0 Build 7602 of SDP on a Windows 2003 Server.
purchase request notification
Hi, is there any way to configure ServiceDesk Plus to send a daily message to the approver until the Purchase Request is either rejected or approved? This would be of great help. thanks
Domain Scan duplicates computers
When I do a scan on our domain it creates new computers into ServiceDesk that are already there. so now i have 2 computers with the same name, one is assigned and has all of our information and the other one does not. Please see attachment How do i fix that?
Assistance with API functionality
I now have a need to take advantage of the API functionality in SD+, but I have very little understanding of how this works. I'm going to start small with basic functionality, but this discussion may eventually start evolving into greater detail regarding VB scripts, etc. To begin, I'm simply trying to create a new request via the Address Bar in IE. From what I undersand, I just need to supply the URL for the server, followed by the path to the RequestServlet, followed by the necessary attributes.
Assigning Request Templates to Sites
Goo Day, In SD7 it is possible to create sites and have departments assigned to them. Is it possible to Assign Specific Templates to sites..? IE one site runs Linux, the other Windows. We do not want the linux guys to see windows related templates and visa versa... all help is appreciated... Regards Warren
PDF of Admin Guide
Is a PDF of the Admin Guide available? It is difficult to keep changing windows to look at the online help while trying to configure ServiceDesk Plus. Thanks.
Custom Query: Average time between open and close/resolve
I'm surprised that a query like this is not part of the default reports. I want to see the average time a request is in another status than "closed" or "resolved" Preferably per month. We run SD+ on windows. Help appreciated.
Error in Custom filter view : Rendering Exception
I've created a new view called "All Not Closed". It is a simple filter that shows Request Status "is not" Closed. simple huh? but when I choose it I get rows and rows of "[Rendering Exception]".. Can anyone else recreate this? Build: 7501
Disable Adding Requester Accounts Automatically
Good Afternoon Everyone, When someone sends a request to ServiceDesk, the system automatically puts them in the list as a Requester. Is there a way to disable that? We get people who are external to the company sending informational emails to addresses that are piped into ServiceDesk (for example, Dell sending us licensing information or product information). Why would I want that person to be in the list as a Requester? The main issue is that, since they are called a Requester, they're also in
Server crashed and restored but SDP will not start (v.6003)
Hi, I had a brain fart and removed SQL off of the server which I didn't realize SDP was using for it's database, I thought it was utilizing MYSQL...I was wrong!!! Anyways, to make a long story short. My BackUp Admin restored the entire server from Symantec BackUp Exec and eventhough everything seems to be back, SDP will not start. Event Logs shows Event ID: 100 | Category: wrapper | Source: servicedesk "There may be a configuration problem: please check the logs." Event ID: 7034 | Category: None
Anyone else using Asset management in SD Plus Enterprise with any success?
I am running into a significant amount of service oriented issues and wondering if anyone else has workarounds. 1. If you have a workstation (Dell in our case) and search for the service tag under assets it will not return any matches. a. If you switch the search field to workstation it does however work - resulting in a loss of time by having to switch multiple areas to search. 2. If you have a existing piece of equipment in inventory (Laptop name corpmjdoe) and issue a replacement
Manage Scanned Software Inventory
Is there a better way to manage the scanned software lists. In particular I want to delete everything with an installation count of 0. I have some and Its starting to bother me. Is there an easier way than just going thru the list line by line and selecting each one and hitting delete, thanks J
Cannot Delete Vendor Associations or Product from Service Desk Plus
I am having a problem deleting a vendor association and products from the database. I consistently receive an error such as Error Code - 1,263,401,408,588. Any ideas about what needs to change on my system? I am using version 7014
Cannot create new request after upgrade to SD+ 7.6
Hi, After upgrading to SD+ 7.6 we can no longer generate a new request, view a request, or add/edit request templates, or access preventitive maintenance tasks. The following is displayed when trying to create a new request: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:109)
7602 e-mail interface (@SDP@)
With the new email handling of requests can you advise the correct way to format a request to RESOLVE a request please. The e-mail is being processed but I can't get it resolved I'm sending P { MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px } @@OPERATION=EDITREQUEST@@ @@STATUS=Resolved@@@@RESOLUTION=Resolution text in detail@@ Just seems to end up with an open request with the resolution text added. Should I be attempting a CLOSEREQUEST with a RESOLVED status, just I don't want then closing, that is a task
workstations inventory
We use ae_scan.vbs as logon script for inventory, domain scan is not using. If I open any WS in the assets, I don't see 'last scan' date (see attachment, yellow string). Is it by design ? Should be updated this date after ae_scan.vbs ? If I will press 'Scan Now', computer will be scanned and this field updated. Is there a way to check, was computer details updated in assets after ae_scan ? Thanks
Criteria and Action Request on newly created Request Field (Business Rules)
I recently created a new Request field and 5 pull-down options. Is there anyway to access this new field when creating an action in the Business Rule page? Just like "Place in Group" or "Assign to Technician", I want to auto-populate from my newly created field.
Viewing Service Desk Performance in LCD/PLASMA/TV
Dear ServiceDesk Team, We would like to project customize dashboard to view - Total Number of Requests, and their statuses (Open, Closed, Resolved) - Matrix report of requests against priorities Also the dashboard must refresh itself after every 10 seconds or less These details will projected on large screen so the business can view our service desk performance Is it possible to do that in Service Desk Plus? Appreciate you support Regards Ali
Best practice for the SDP URL?
Hi, please excuse my ignorance, but what is the best way to expose the SDP url and how should I use the Web Portal Alias setting? For example, SDP is installed on http://server1:8090 I probably don't want to expose the servername to end users and I'm likely to want to migrate SDP to another server in the near future. On this basis, am I best to create a DNS CNAME entry and use this in the Alias field? For example - DNS ICTServiceDesk server1.domainname.com SDP Web Portal Alias field:
SD memory dump in Services.exe
Hello, I'm having a problem with a memory dump when Servicedesk is running on a server. Lately when I launch SD on a server I'm instantly getting a drastic increase in memory consumption for "Services.exe" system process. It rapidly increases to 300 000 K and stays this way till server reboot. Along with SD itself this leads to performance speed issues quite soon. I haven't seen this before till a week or so ago. Could you please tell me what might be the cause of this and whether I could correct
Status Options
Hello! I would like to know, why we cannot use just our options in the Status list. We have to set up our system with brazilian portuguese but we cannot modify the english status list (Open, Closed, Resolved). I understood that resolved is linked to the close request, but this doesn't explain why we cannot change the string. As our company is just made the contract with the ManageEngine, please try to suggest some solution, since we cannot tell to our clients that the system doesn't support completely the
Can requester info be broken out into firstname and lastname
We have a desperate need to have the requester info have fields for first and last names. The notifications come out horribly impersonal, and it really affects the customer/technician relationships. Can we get that fixed? We'll work on the active directory portion, but to have those abilities would REALLY be a big help. Justin
Local Account Cleanup
For some reason some we have a bunch of local users SDP that have no tickets and are just setting there. I would like to clean them up, but don’t want to go through the web interface. I was looking at the backend databases and I think that if I just change the “Status” field in the SDUser table to “RESIGNED” on the users that would be the same as deleting them through the web interface. Do I need to change anything else in the database to delete the users or is that it? I have written the following
Incredibly long time for backups after upgrade to 7.6 (7602)
I just realized that my nightly backups scheduled to begin at 20:00 are taking a considerably long time to complete. On average, they're completing about 5 hours later. Prior to upgrade, they seem to have taken about 15 minutes to complete. Is this a known issue with 7.6?
Advice needed on managing assets
Hi, I'd be grateful if anyone can advice on how best to use Product Types and IT Assets/Non-IT Assets. For example, printers. We have 50+ network printers and a network scan of these retrieves basic information such as trays, page counts and toner levels. We also have a number of non-network printers. If I create the non-network printers as 'printers' then I assume they use a device licence - is this correct? What do other folks do - purchase enough device licences for all of the printers? Also,
List servers by their Relationships
Hi, I would like to make a list\report that lists our servers based on their Relationships. E.g. List Servers connected to IT Service "Email". Anybody know how to do this? /lakend
Software license management enhancements
Dear All, Apart from individual and enterprise licensing, support for below two types of licensing would be available from SDP 7.6. 1. Volume Licensing : Where multiple installations can be configured for a license. 2. CAL (Client Access License) : All Microsoft related CAL types would be supported. They are Per seat - Device, Per seat - User, Per Server, Per Processor, Per Mailbox. Following are some of the features that would be supported in the near future in software license management : 1. OEM
notification on merged jobs
we have "notification when job resolved" turned on. if you merge jobs from a number of different requester , they get merged into the oldest job. My Question : when you resolve this job , do all other merged requester get a notification of the job being resolved too ?? Thanks
Inaccurate approval status
The approval status will not be accurate if you send two approval notices and one person takes action, then the status changes based on that person's action. For instance, if I send approval to Joe Manager and Joe Micro-Manager... and Joe Manager immediately approves the request, then the status changs to "approved" even though Joe Micro-Manager hasn't taken any action. In this scenario, I believe the status should remain "pending" in case Joe Micro-Manager rejects it.h Please let me know if this
Turning off notifications when a request is appended
Hi, I cant find this option anywhere. Is there an option to do this? Thanks Martin
Purchase orders with new software
Good Afternoon everyone, My question today is on Purchase Orders that contain requests for software that isn't currently in the software system in ServiceDesk. The way it seems to be set up is, if you want to order new software, you first have to manually add it to the Software section of the Assets tab in ServiceDesk as a Managed Software. I don't see the point of this. First of all, as I don't have the software yet, I'm unsure as to how that software is going to be picked up by ServiceDesk.
No Resolution email being sent
Hi, We have just discovered the Resolution emails are not being sent after a job has been resolved. The user is only receiving messages saying that the request has been updated. I have check the notificaton rules and the "Email User when a Request is Resolved" is active (has a tick next to it). I have now made the "Acknowledge Requester by Email when the request is closed" option active and this works. Any ideas?
escalation best practice
Hello, say a ticket was assigned to tech 1 and there is something that needs to be performed by tech 2. Would tech 1 reassign the ticket to tech 2? Or since tech 1 is the tech assigned is there a way to assign the task within the request to tech 2 without reassigning the entire ticket? Hope that made sense. Mitch
Technician Roles
Hi All, I want ask if it is possible to prevent to the technicians the ability to assign the Requests to another technician without preventing it to edit the request. This is to prevent technicians the ability to assign his job to another technician, just to release from their responsability. Thank You Gjergji
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