Trouble with Email Notifications
I have just installed ServiceDesk Plus and I cannot get the email function to work. ANy ideas.
Defining request fields in incoming emails
It would be really useful if the system could take variables defined in the emails it collects and use them to set the corresponding request fields. Whilst the self-service portal is OK for some general requests, we'd like to be able to inject requests into the helpdesk from our own web-forms and automated processes. For example the email body could define any of the standard request fields plus any addiotional ones defined, which would be set when it is processed (with some validation obviously).
Customize Work Log Window?
Hi, New here. We are in the process of evaluating SD+ and were wondering about the work log window. The three questions we have with regards to the window: Is it possible to hide fields not being used (i.e. Incident Cost) Is it possible to make the Description text box bigger in size (not the amount of information that it holds, but its visual size) Is it possible for the time taken to resolve to auto calculate? The executed time populates with the time the window was opened and when the item
Missing Requests
Hi - wonder if anyone has any clue why this is happening... For some reason when a user puts a ticket in for one specific site the tickets gets created but can't be seen anywhere. Its not in the queue for that site. It's not in any other queue. It just gets created and then vanishes. I have tried creating a ticket on several peoples behalf but they always go missing. The Site, Group and Department have all been set up in the same way as the others and the standard business rules have
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: "at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)"
How are merged tickets counted in reporting?
can someone please explain how reporting works with merged requests? for example, if i have four users report four of the same issues, i usually merge these tickets into one. questions: 1. how are the requestors notifed of the merge and the subsequent updates and closure? are all four users notifed? 2. how many tickets count toward the 'closed' total once the merged ticket is closed? 1, or 4? 3. what determines what the 'master' ticket is? for example if i merge three tickets, which
Backups
Hi, This is probably an easy one but I am struggling to find the answer. Do I need to use the backup tool in SDP as well as backing up my SQL database (which is on a seperate server). Cheers Aidan
'Reports' Columns rearranged on CSV export?
On Version 7011 when we did a CSV export on a custom report we had, the data columns in the order.. "Created Time", "Completed Time", Category", "Technician", "Request", "Priority", "Department" & "Group" NOW on version 7.5 the columns are in the order... "Group", "Department", "Category", "Technician", "Priority", "Request", "Created Time", "Completed Time" ????? Why? We have just outsourced a developer to create scripts & macros to pull this data & populate Excel workbooks. Naturally it fails now!
Move assets from Workstation?
After doing a domain scan, it has put all the assets under workstation. This includes IP phones, firewalls etc. How do you move them out of workstation without deleting?
Reporting
Hi All, We use the reporting function in ServiceDesk Plus to provide management with statistics from the previous wekk - I am sure many of you do. One thing that is slightly puzzling is the fact that we are always resolving more requests than are opened, I think this is because some requests are reopened when a user replies to a request that has been closed. It confuses the figures and means that every week we have to change the statistics or answer questions as to why the are different.
OPmanager integration
Dears, We have a problem in the integraton between Servicee desk plus and Opmanager , We've configured the 4 steps in the PDF file while when we create new ticket profile, the category list and technician list are empty ? N.B: SDP is 7.5 and OPmanager is 8 Please advise
unable to change AssetExplorer Alert email recipients
Hello all, I am looking to change who gets the following asset inventory change email. The subject is : ManageEngine AssetExplorer Alert - Inventory Audit Changes. and it appears to come out right after the domain scan occurs. Currently it is being sent to a couple of users whos mailboxes are no longer valid. I thought it was related to the Administrators group since it says hello administrators but neither individual are in any groups. Can someone direct me to the correct location to
Add notes to a task via email
Is it possible to add notes to a task via email?
Extract of categories etc from SD+
Can I extract a list of my current, Category>>Sub category>Item say to Excel, I would like to be able to do this so I can use the same template/list for further installations in other countries I am implementing into for the same company? Hope someone can assist, and hope this makes sense?
Requester bug reported long ago... Still no fix?
Several months ago I reported a bug with AD Synchronization that (to the best of my knowledge) has yet to be addressed by the SD+ development team. The bug is such that... when I upgrade a requester from Requester allowed to view: Show only their own requests to Requester allowed to view: Show all their Department requests, the setting is reverted back to the default (Show only their own requests) every night when SD+ synchronizes with AD. This was acknowledged by Andrew and assigned Issue ID: SD-14397...
Software Allocation - Sites
Hi, We have 4 sites. In this example I have 200 licences for MS Office. I don't want to say there are 50 at site A, 150 at site B etc. I just want to associate the 200 licences with the 200 machines which are in different sites. Unless I associate the PC and the licencse to the same site it won't let me do this. Is there a way around this? All I want to show is that I have 200 and have only used 200 regardless of site. Thanks
Filter Rules
I am trying to create a rule in the spam filter that picks out certain words from the body of the e-mail. The spam filter has an option to use subject, to, cc and description fields. I have tried to use the filter to find the word in the body using "Description" but it doesnt seem to work. Is it even possible to search via the body of the e-mail?
Views of changes
Is it possible to view all changes for a particular service or for a particular asset? I would like to be able to quickly see for troubleshooting what changes have been made to a service or asset and i can't see a quick way to do this. Also it would be good, if using the relationships for assets and services that you could see changes that apply to dependancies of services. For example, if I'm trying to troubleshoot my Sharepoint and I look at the recent changes the Sharepoint service then it
Spam Rules
Is there any way to make spam rules apply to the body of an e-mail? I have tried using "Description" but that does not seem to work.
Adding requesters via LDAP scan = no associated domain
We currently use SD+ across 2 domains. Domain 1 has a full list of requesters fine with the correct domain associated Domain 2 HAD users associated fine but can no longer get any more Previously we could add requesters fine and they would be associated with the correct domain, now when we point SD+ at the correct OU using LDAP referencing the user(s) are added but cannot login as they have no Domain associated. This also occurs when using an AD scan. What am I doing wrong? Dan GMT+ 0
Remove "Site" from Requester Details
Hi, I doubt it's possible now, but perhaps in a future update we could have the ability to remove "site" from the requester details. We've had a custom field for "building" for a few years now, and while site is now essentially the same thing, I don't want to switch from using one field to the other. Honestly, the best bet would be to split up requester details so that each individual piece can be enabled or disabled. Thanks.
Change thread to show most recent history at top level
Is there a way when viewing history of a helpdesk ticket to have it show the most recent conversation at the top instead of having to scroll to the bottom. Thank you Barb
Your ServiceDeskPLUS Support Experiences
I would love to hear some feedback on support you have (or have not) received from the ServiceDeskPLUS Support staff. Please chime in.
7.5 server asset bug?
Hi I'm evaluating 7.5. I love the new IT asset type "server", but there seems to be a problem with this. After a scan, the product name is correctly identified but if I choose to edit a server IT asset, there is an additional mandatory field called model (besides product). Asset Home > Edit Server I have not found any configuration parameter to specify product models. If I click the model pull down menu it display's workstation products. (laptop, desktop) There is also a "Add new" link which again
Linking Scanned assets to purchase orders..
How do I do this?
No due by date since 7504 upgrade
Since I upgraded to 7504 any newly created requests get no due by date assigned. Ho do I fix this.
Can I install SupportCenter Plus and ServiceDesk plus in the same box? ..
Can I install SupportCenter Plus and ServiceDesk plus in the same box? ..
[color=red]MAIL FETCHING WITH EXCHANGE 2007 [/color]
Hi I have been waiting now for nearly a year for support with MS Exchange 2007 to allow succesfull mail fetching with Service Desk. How do I do this without having to turn all standard inbuilt security off PLEASE HELP!!!! Regards Dave Fraser dfraser@jark.co.uk
Critical Issues identified in 7507
Dear Users, We have following issues reported in 7507 hotfix release. 1. NullPointer Exception upon clicking the Request approval link and unable to approve the request. 2. Upon editing and changing a request template, all the field values gets populated based on the modified templates. Actually it has to populate for the empty fields and not for all the request fields. 3. Add / Edit the contract, upon clicking the "select resources for this contract" , it throws NullPointer Exception for MSSQL
Asset state change from In store to In Use
Bringing this issue up again; Still having issues where we cannot change the asset state from In store to In use. I beleive this probelm has been ongoing since the release of 7.5 and no fix has been issued yet. Will this be fixed in the 7505 patch?
Personalized Signature
When I attempt to add a personalized signature, my signature appears all the way at the bottom of threads I reply to. Why isn't the signature applied to the top of the thread, with the cursor placed just above the signature? By the way... I tried to post this earlier and got a message saying that my post was being submitted for moderating... what's up with that?
SPD in Arabic
Hi, There have been people posting about this but there is no definite answer when or wheteher it will come out in arabic. I need to know whether the templates (builtin) for creating new requests can be edited so that the view can be flipped. If not through the software than any other way. Sheldon
Email requests
I have enabled incoming email but in the requests form it only shows the subject of the email and not all of the body. Without the body of the request the feature is no use to us. Surely there is a way to view the entire email message? Thanks
Hotfix 7508 Released
Dear users, Hotfix 7508 got released. Kindly refer to the below link for more information about the release. https://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003407141 Thanks & Regards, Srikrishnan ServiceDesk Plus.
test upgrade from 7015 to 7507
Hi, I want to test athe upgrade from 7015 to 7507. Here is a list of the steps I have taken so far: Took a backup of our SD database and restored it to another SQL server - simple. Installed another instance of SD on another server and connected it to the copy of the database. Took a backup of the original server settings with backupdata.bat and restored it to the test server restoredata.bat When I try to run run.bat this is the output I get: Can anyone shed any light on this - it is
Change the image you see when you shall login
hey! How can I/Is it possible to change the background image from the default AdventNET image to a custom designed?
Any Windows popup tool for new requests?
Hi, I wonder if there is any official or third party tool for notification of new requests as Windows popup message? Thanks...
Troubleshooing failed workstations
If this is already on the forums my searches have missed it. I've got a number of failed workstations that I'm trying to sort out, the first part of that process being to remove the printers, access points etc. that got added when I scanned the network rather than the AD. I can do it, but it's not straightforward. The problem is that if I click the Delete button I'm told to "select the workstation[s] to delete" but there are no checkboxes. I've checked the source of the page too, and there aren't
Report on workstation by installed software?
For the life of me I can't find a way to do this, or a workaround to cheat it. Basically, installing 7.5 and finally getting the workstation scanning (mostly) working has hilighted a few issues, the immediate one being our antivirus situation: some machines still have Symantec, some AVG 7.5, and most have AVG 8.5 which is our standard. I'd like to get a list of those that don't have 8.5. The trouble is that there doesn't seem to be any link in the reporting system between workstations and software.
Secure ServiceDesk website
I would like to be able to secure our ServiceDesk plus. We have it accessible to the outside world and I need to use https. There used to be an option on the older versions, but I can't seem to find it in my 7504 build.
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