Support for MS SQL 2005 64 bit?
I wonder if ServiceDesk Plus Enterprise support MS SQL 2005 64 bit? rmo
Services won't start / how to install license.
Hi. We recently had a problem with Service Desk Plus where the service went in "hang." After reading through the forums on similar problems we backed up the database and reinstalled (same build). We now have two problems - firstly (the easiest problem) is how can I apply the license file when we cannot access the program. The second is that when we try to start the program it hangs or simply stops. Starting the program using the "run.bat" batch file has the following effect. It seems we should approach
Time issue after creating a request.....
When creating a request on the helpdesk system..the time display on the system either on my local machine is not the after creating this request. How can I resolved this issue? Thank you for your help.
Ticketing/Asset question for everyone & servicedesk support
Hi, So I am trying to find out how other people use assets with tickets. If a tech recieves a ticket for a problem with Printer X, I assume everyone would just assign that printer as the asset in the ticket. My question is how can you track how many tickets have been opened up where that asset was referenced as the problem equipment? Is there a better way to manage equipment in tickets for running reports? Thanks! Ken
"Deleting Others Time Entry" permission is buggy
I just had a technician complain that he couldn't edit his own Work Log. I checked his roles, and after some testing, I've found that I had to enable the "Deleting Others Time Entry" permission in order for him to edit his own Work Log. Here are the problems I have with this behavior... 1.) Why didn't the tool recognize that it was his own Work Log and allow him to edit it? 2.) Now that I have granted him this access, he is likely able to edit\delete other technician's work logs. Not cool! Please
Business Rule and Case Sensitivity
Can Business Rules be set to be non-case sensitive? Try to figure out every way which a customer can capital some key words is an unfortunate way to create rules based upon subject or description... Thanks, Michael
Moving installation to new partition on same server
ManageEngine ServiceDesk Plus Version 7.5.0 Build 7506 This was installed on the C:\ of a server but due to low available disk space we need to move it to a bigger partition on the same server. What is the recommended process for doing this?
Why isn't mode set to "Self Service" when a user submits his own request?
When users login and submit their own request, the mode does not automatically set to "Self Service". However, emailed requests created by the system automatically set the mode to "Email". Is this a bug, an oversight or by design? I haven't upgraded to 7.6 yet (still running 7514), so perhaps this has changed...?
Notes and Work Log's when running a Report ?
Hi all, Can you add the notes and the work logs to request report at all? I can't see the option to show this. Thanks Martin
Update success?
I am currently running two ManageEngine products - ServiceDesk+ and FacilitesDesk. In the past year, I have NEVER had a successful upgrade for either product. I have had to contact MangeEngine every time I updated either product and in some cases had to send them my databases and wait for them to upgrade them so they could be installed with the latest version. I was wondering if this is a normal experience for other ManageEngine software users? Thanks!
Moving SDP to new server with MS SQL 2005 as DB
I tried to find out the procedure to migrate my existing SDP installation to a new server. I am currently using MS SQL Server 2005 as the backed DB for SDP, i would like to use the same DB Server and only move the SDP application to the new server. Please help with the instructions. Thanks
Resolution Column
How to add resolution column while creating a customised report ?
Re-branding lost after upgrade
Last night, I upgraded our production server from 7514 to 7602. In doing so, it appears we've lost our re-branding. Please let me know what file(s) I need to modify in order for the Browser Task Bar ID to be changed from "ManageEngine ServiceDesk Plus" to "My Company Name". I have already edited the settings for the login page (changed login.jsp to index.htm), and the login page is back to our design... I just need to get the re-branding portion fixed. Thanks!
adding images to a purchase order / asset
Hi Is it possible to include a image file with a purchase order / asset. We have added software purchases to the purchase orders, we would like to scan the licence certificates and include it with the order for our records Thanks Paul
Escalation based on technician
We are moving to ServiceDesk Plus from TrackIt and so far are very happy, but we have one issue. We heavily used TrackIt's escalation based on technician and I can not find how to accomplish this with ServiceDesk Plus. I need to setup a rule so that if a tech does not finish a work order by it's due date their supervisor get a notification, then after 24 hours if its not resolved their supervisors director gets notified. Any suggestions? Thanks, Andy
Tracking non incident related tasks
Hello, I have been using servicedesk for around a month and was wondering how to effeciently track non request related items. We currently use access to track workflow but would like to use service desk to track all items (tasks, requests, etc) Can I use the task feature to generate reports to track time spent on non-request related items? Thanks
How to add a vendor e-mail reply after sendimng a PO to the coresponding PO
Hi there, i try to find a way to add an e-mail reply to a purchase order. I.e., i mail the PO and my vendor sends me an acknowledge to this order. Actually the answer appear as a request... Any ideas? Albae
Close Request Web Page Customization
Is it possible to customize the content on the Close Request Webpage? (I assume this is the CloseWorkOrder.jsp page.) Would like to put in a comment at the bottom that says something to the effect of: "These comments are reviewed MONTHLY. If you need additional assistance on this request please contact the Help Desk or enter a new request. Thank you! " Finding that users will input additional things that they need us to do but since we don't get notified that they have left comments (I have requested
Finding requesters by site
I want to track down all requesters who have been assigned to a site. I don't see a way to do this, am I missing something?
How do you delete survey results?
How do you delete survey results? I'm logged in as the administrator and I see the survey results. Version: 7.5.0 Build: 7505
Site Assignment Issues
HI everyone, We just upgraded service desk to 7.5, so far so good! The remote control feature is working great as well! However, I have run into one small snag. When a PC is assigned to say, a department, you can't make the Site assignment "stick." For example, we have servers we've allocated to the "IT Department". Then we change the workstation's site field to our Corporate office, and save, but it doesn't remember it. Next time you look at the workstation, the field is blank. However, if you change
7602 - Access Mobile Client view from non PDA device
May seem a silly question but can I manipulate the URL to get the Mobile content view in FireFox or IE on the desktop PC. Just want to see what it is like and if we can use that for any other purposes. Thanks, Andy
V7.6 compatibility with SQL2008
Can anyone confirm that MS SQL 2008 is a supported backend database for V7.6 please? Currently running on SQL 2005 and there is a desire to move to 2008 for another project which would be expected to take the SDP database with it. So want to be sure before commiting to the move. Thanks, Andy
translate file servisedesk.xml
see attach please. how i can translate email notofication and apply changes. just save file this translated text don't work.. thanks for help.
Change Reporting Question
I have a custom query that works fine, and shows all the CAB members against a change. Code shown below What I can't determine from the Change Diagram when I click GET, or from hunting through the database tables is where I get the CAB members approval status and any text they enter. Just the tables will do I'll sort the SQL from there if it is quickest to do that way. Thanks, Andy select CD.changeid as "Change" , title as "Title", ASD.StatusName AS "Approval Status", cr.FIRST_NAME "Requested by",
SDP 7602 - Slow performance on W2K3 platform
Just gone from 7514 to 7602 and the performance of the system seems rather slow now. Platform is Windows 2003 R2 SP2, 4GB Memory, 70Gb hard drive with 30Gb free, xeon 2.4Gb Processors. Sql 2005 as the database. the JAVA process seems to be taking significant memory. Any recommendations on how to restore this to being a snappy system, short of a roll back to 7514 ( which has been tried and the full backup is refusing to bring back any requests!! ) Regards, Andy
iPhone access
Hi, Since upgrading to 7.6 of SD+, when I access it using my iPhone, it redirects to the optimised site, which is excellent - the only problem is I often want to do more than simply deal with requests from my iPhone. How can I get the iPhone to still access the full application so that I can access the other tabs (eg. Admin tab)? Thanks for any info. Bryan
SDP 7602 - InlineImages
Seems with the upgrade/fix I've carried out that the inlineimages have been disabled. Is this a common issue for all users/windows users or something specific to my implementation? Same issue on live and test environments that I can tell. How can it be fixed asap? Win2k3 R2, and SQL 2005 backend. Regards, Andy
API & ASP.NET
I am building C# web application for another project, and I want it to kick off (create) a service request. Has anyone done this? Example code would be appriciated.
Mail fetching using imap and Exchange 2003
Running 7.5.0 Build 7500. There is a bug with imap fetching and using a domain login. Everything on exchange is running fine. I enabled FULL logging on imap connecitons and I am seeing the following. Username in SD+ is set to domain\servicedesk, password is set correctly. When clicking save the following error is displayed: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password.
SLA -reapply
I have and SLA that assigns the response due time and the due by date based on the priority. If a technician then changes the priority of the call based on some new information, the SLA is not reapplied so there is no new updated due by date. eg. Priority Normal - SLA assigns due by date for next business day tech changes priority to low- the SLA for low priority calls should assign due by date to 3 business days however the SLA is not re-applied. In business rules we can choose when ticket is created
Automatic change status to closed when violate a period time (request)
Dear all, I am finding a way how to configure settings to automate closed the request after violating a period time (for example: 3 days). For anyonce can give recommend, I am very appreciative. Thanks and regards. DonBach
Unable to Remove Technician + Java Error's on Logon
Unable to Remove Technician + Java Error's on Logon I've upgraded to 7.5 but we are getting numerous java error's on logon and i'm unable to remove a technician from the system, its removed all his detail, but he is still listed and i'm unable to add a new technician due to licensing . On logon we get error's about missing .png files we refresh and then servicedesk semi loads and then we refresh again and it loads ok. I get loading please wait (all the time) while in admin section and opening technician
Slow performance SD 7.6 ?
Hello, If someone experience slow working SD 7.6 after upgrade?
Requesters adding Attachments to existing requests
Hey Guys Just wondering if there was a way for Requesters to add attachments to existing Requests. At the moment I need to get them to email me the required Attachment and then edit and attach the document. It would be so much easier if the requester could do it them selves. any help would be much appreciated
Review Function in ServiceDesk
Hi, I would like to know if there is a send to review function in ServiceDesk. For instance, when a technician has accomplished the task or request we would like one of our staff or management to review the accomplished/completed task and having the other staff or management to verify that the ticket can be closed out. Thanks,
List of Issues that gets addressed in upcoming 7601 hotfix releases
Dear Users, Following are the list of issues that is getting addressed in the upcoming hotfix upgrade which is scheduled to release tentatively by early next week.Issues fixed in this Service Pack 1. SD-24232 : While saving the "Pass-through" authentication settings, we will try to create a Computer Account in the Active Directory based on the configurations. Currently if the Computer Account creation is through we will add the configured information into our database. Now it is modified in such
login cache
We are trying to re-assign all users to their pc's due to a lot of moves/changes. Is there anyway of clearing the cached logins from previous scans.. (we run the scan in our login script)..
Closing a ticket from a template
I have a template that when used, closes the ticket when it is submitted. Is there anyway to have a set user for that ticket that all regular users could use or could not change?
Topic HTML formatting changes in version updates...
In one of the more recent versions, html formatting support for requests was added as a feature, which is very helpful. However, I have noticed that the embedded CSS in html formatted messages from outlook interfere w/ those of the helpdesk system when viewing these tickets (link color changes, etc). Also, you might want to consider adding such changes as options in future versions. I had used line breaks for formatting in request descriptions and after the update the line breaks are now stripped
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