Email Fetching (other than IMAP & POP3)
Due to corporate policy, our parent company no longer allows IMAP, IMAPS, POP3, or POP3S. This will dramatically impact our ability to use SDPlus. Previously, I did submit a request related to this, and the answer was that SNMP fetching would be investigated and included in a future release. This was back when v6 was the only version. We are now on v7.5, and am, still, impatiently waiting. Please provide the status regarding this request
Managed Software
Hi How do I change the list of managed software in SDP? Thanks Neil
Firewall problems using Servicedesk for another pprt than 80
Hi! When i use another port than 80 for servicedesk through a firewa i have problems inside servicedesk. I tried 8080 and opened the firewall for 8080 and mapped NAT 8080 to servicedesk. It works fine to log on to Servicedesk but i am not able to perform specific issus, e g to assign a case to a technician or other stuff inside a case. Strange. It works fine if i use port 80. Regards Borje
Script needed for email history
I need a custom script to extract all email history between technicians and users. I can extract emails sent from a technican to users, but not the other way around.
Modify Home Page HTML
Is there a way to modify the home page HTML layout? We want to do some basic tweaks of the layout and I am unable to find the correct source to modify. I'm not very familiar with Tomcat so please forgive my ignorance if this is a simple question.
Bulk resolving of calls
We're running SD+ 7.5 here. If we have an incident which generates many calls, I'm looking for an option to send the same resolution to all tickets for this particular issue. Can this be done? Merging all the call doesn't help because the resolution will then only be sent to the main ticket under which all the others were merged. I hope I'm clear. Thanks, Will
export/print solutions database
chaps we are running SD4, is there a way of printing out the whole of the solutions database???? thanks
HotFix 7509 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7509) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 7509 SD-15434,SD-20979 - NullPointer Exception upon performing request bulk edit, if no site is configured in the system. SD-20971 - PreventiveMaintanence tasks are not generated when scheduled but created when manually run. Upon enabling the Notification for the new PM task creation, there is a notification
Bulk Asset Editing
I have over a thousand entries I need to modify, is there a way to make these edits in bulk instead of clicking each one? Example, location in all these entries needs to be Mississippi. How can I do that to all entries at once?
Techinicians are no longer Requestors in Build Number : 7505
When creating a new request the Technician is no longer listed in the Requester List. When entering the Technician name in the requestor field the associated AD attributes (contact number, department, etc.) are populated in the the new request but it will not create the request see error below: "The user belongs to a site other than you have access to. You cannot create a request for this user." The Technician belongs to the sites. We have Technicians that are Requesters for 2nd & 3rd level support.
Change requestor
I am evaluating Servicedesk plus and would like to change the requestor. Is it possible and if yes then how?
Restore SDP from a Disaster
Hi I do not have the files directories and only I have the database in SQL 205, where can I find my build number?? I do not have any backup and only I can remember that I have ther version number 6
New Asset State
Hello, I have created a new asset state 'sold to customer,' and want to be able to assign a user/department (customer/customer) to the asset, much like you would assign with the 'in use' state. How can I do this? Thank you, Justin
Changing the Service Desk URL ?
Hi Does anyone know if it is possible to change it instead of http://domain:88 To http://domain/helpdesk ? I'm not sure if it's possible, but I thought I'd check first.
alias Changing URL
plan to change alias URL http://localhost:8080 into http://pscsdesk is there any way i could change it. I'm thinking if possible in port forwarding?
Unable to save attachment to ServiceDesk
When creating a ticket and adding an attachment, it shows the attachment and it's correct byte size but when you try to open it says file not found. The directory for the ticket is created iunder /fileattachments/Request/Jan2009 but not file is found there? This is critical. The error from the log file states that the file could not be moved, attachment not saved.
Group request emails
Hello, I wanted to have all technicians within a group to receive new request notification emails. Currently, it would seem as if you have to add each technician to the 'Send notification to group technician(s) when a new request is added to this group' checkbox if you want them to receive an email when a request is put in. Is there any way I can add an Exchange Distribution Group to this list with all of the technician names instead? If I add the distribution group as the "Group E-mail" under
Unable to modify Techinicans - SDP Crashes.
2 Issues I cannot login locally on the SDP server using the local admin or a AD account (I can login from my machine using the admin account with local authentication) Secondly, I have 3 Technicians I seem to be unable to modify. I have recently upgraded from 7022 to 7509 (this problem was existed in 7022 and earlier versions) Never had a need to change anything so wasnt a drama. When ever I make a change to a technician (or even just try and load the technician to edit) SDP Times out - See Attached
Windows 2008 compability?
Is the current Release of ServiceDesk Plus (7.5) compatible with Windows 2008 Server and the upcoming Release Candidate? If not, is it planned that future SD+ releases (7.6?), will be compatible with Windows 2008 Server?
Requests vs Tasks/Projects
We have a senior administrator who believes that the number of open requests is the KPI of a tech department. We're working on changing that, but in the meantime we need to find a way to separate Requests from Tasks/Projects. For example, "my printer is repeatedly jamming" may be a request, but "deploy Vista-capable printers" or "reinventory hardware" aren't support requests; yet we need to keep track of that list. Question 1: How is everyone tracking the task/project type issues? Are you using just
2 databases
Hello, I want to have 2 différents database on the same server. Is it possible ? regards,
TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
SLA reporting
Hi, Please can you let me know if SDP can auto update a task owner on SLA status via email? This would be for a high priority task that has an SLA requirement and the task owner needs to be notified that the task in nearing the SLA deadline Thanks
Problem Management
Hi, I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP. According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." The implementation of Problem Management in
Survey Questions
Is there a way to make the Survey Questions mandatory? Some users are completing the survey but not answering all of the questions which is affecting the overall satisfaction level score.
SMS Notification based on priority?
Anyone know of a way to only send SMS notifications via ServiceDesk only when a request is entered with a specific priority? For example, I want a a priority called "Emergency", and when a user enters a request marked as Emergency, I want an SMS message sent to all technician's mobile devices. I don't want this to occur with any other priorities. Thanks!!!
Change Request - Approval is mandatory
Hi Is it possible to force change requests to be approved before closing? I want certain types of changes to be approved by me (the line manager) before being closed. I can't figure out how to force someone to add the aproval? Technicians can raise and close changes without any form of approval being carried out! So my question is , within the software is it possible to make approval mandatory? thanks
Auto Responder
How can i stop the 'Acknowledge Requester by Email' notification being sent out for certain email addresses? I need to stop this responding to a certain email address, but to continue operating for all others. Richard
Adding Workstation Deletes Another One in - Assets Section
Hi, Im facing some weird probem here which orginated from 2 days ago when i did a full domain scan. 2 pcs are giving me this issue. These 2 computers are identical in hardware and OS. They are labeled 1. hr1 2. hr2 The domain name for them are same as their computer name above. Wehn i add hr1 hr2 gets deleted and viceversa. Scanning the pcs were problematic hr1 work great with global credentials while scanning but hr2 works only with local credentials; using global credentials fails with an error
Missing column customizer
I have a technician who has somehow managed to reduce his requests/my pending requests screen to listing the created date only. The column customizer icon is also missing. How do I restore the default view for this user?
pass-through authentication with AD
Hi, I install a demo version o SD7 (last from the downloads). All works great until we arrive to authentication with AD. If I enable PASS-THROUGH when an user tries to enter it is inmediatly sent to a blank page. Any idea why this can be happening? Thanks
Change Time Spent report display format problem
The default Time Spent format displayed on reports is HH:MM:SS. I would like to show it in Hours with one or two decimal places. Every time I try and use the ROUND function as suggested in the Help Card area on the field MM2COMPLETEREQUEST I get the error message "Error while fetching ajax response : Unknown runtime error". If I try the calculation without the ROUND function, i.e. ((MM2COMPLETEREQUEST/1000)/3600) it works, but does not give me quite the output I am looking for. I would like to keep
Software licensing for retired computers
When we pull a computer off the floor, and set the status to IN STORE, the installed software is still being metered. Is there a way that we can exclude the software licenses for these computers? It is throwing our license counts way off! Thanks, Dave
Error at count of the sum of request
Good afternoon. I already once about it have written, and you have repaired it with a patch output. But it has repeated again. I use SD + (7.5.0 Build 7509). On bookmark HOME, in bookmark Global View for me show 20 open request when I press this digit I move on the filter of open request - there for me 18 open request . It turns out, for some employees 2 disappeared request which are not present in the list are registered, but they are in a total sum? Repair it!
Mail Fetch from several addresses and SD+ notifications according to address sent to??
Okay, long heading, but what I want to know is it possible to have fetch collecting from several email addresses(I know it fetchs from one) but using rules we already have 5 addresses aliased to our main fetch account. So when an email from a customer is sent to app_support@companyname.com then SD+ will respond with notification that matches the team it was sent to(like thanks for sending to app support etc etc?? Then when an email is sent to ithelpdesk@companyname.com another notification that
Workstations disappear from list
I did a search and could not find anything on this. When I do a manual scan of a workstation that was not found in the scan, it shows it found it and all the stats. If i do another manual scan, the previous one is then lost. Not all of the workstations are being saved. How can this be fixed. Find below some screen shots I uploaded to show what I mean. Notice how the first workstation is not seen in the 2nd and vice versa. HELP PLZ
WebApplication on separate server
Hello all! We just bought Servicedesk Plus Enterprise for 10 techinicians. We are very busy implementing the software. So far, we are very happy with the software But we have one concern / question. We installed SD+ on a server (MS) in our internal network, on a member server of our domain. Works great. Now we want to give our customers the ability to use the portal (self service) through the internet. That's where our concern starts, we don't want to link this server to the internet because of the
[7.5.0 b7506] Created and DueBy Date Problem
Hi When I create a new request and set either the "created" or "dueby" time (i.e 8.00am), after applying, it then appears an hour earlier (i.e 7.00am). I've had a look for settings which I may need to change but couldn't find anything. I think this problem started occuring after I set the "Time Zone" under personalize. It is set to "GMT", which is correct (not sure what it was before). Graham
License Renewal
How does one find out what type of license they have? We are currently using Servicedesk Plus and we are getting a warning the the license is about to expire. What happens if we don't renew the license?
Unable to see Actions menu
When in asset management, I am unable to view the Actions menu. It is hidden behind all other items. Using XP SP3 & IE7; SDP 7.5
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