Logo
Hi, We are trying to change our logo and when I import it, it shows up with the new logo, but it never changes on the login screen nor in the upper left hand corner. Any ideas why? Thanks, Matt
SLA and Report Configuration
Hi, I need to configure in three level Example : High SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (3 hours -- depending on site / zone) Example : Medium SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (5 hours) How to configure it since currently i add all together (1+2+3) I want to see report for each item that breach SLA like how many time i don't meet the initial response (don't response within
Survey - HTML format issue
Is anyone else having the issue where the surveys are being sent in Plain Text instead of RTF (HTML)?
Assign tech based on site through business rules?
Since SITE is now a selectable field, is it possible to have SITE be included in the list of business rules to assign to a tech? Currently, we have to create an entirely new field called location for the user to choose from that can in turn be used in business rules to assign to a specific tech. Thanks.
error when trying to add resources for a contract since upgrade to 7.5.0 Build 7507
following error occurs when clicking "Select Resources for this contract" while editing a contract. This worked fine before, but since the upgrade to 7.5.0 Build 7507 it happens with existing contracts and new ones. Any idea what could cause this?
Notification Rules Variables
Not really a problem, but a question regarding Notification Rules variables. In order for us to implement the ServiceDesk Plus enviroment, we need to be able to include in our Notification Rules (Content Variables) a Requester Site variable. Is that possible at the current version? Are there any plans to implement that in a future version? ManageEngine ServiceDesk Plus Build 7506
Certain options don't appear in request template to requester
Hi, A requester has a problem logging requests because there is an essential drop down menu missing when he opens a request template. Is there a solution to this problem. Thank you Thomas
Business Rule Filter - Number of requester limited
Hi, I have a business rule for VIP requester. Wenn I select users for a filter I can´t save the rule anymore at a selection of more than 70-80 users. Please advice how I can select about 100 user accounts. Regards, David
SP7507 issue, not assigning tech or status properly
Ok, installed 7507 without any issue, no error messages or warnings. when looking at the "open Requests" screen we can see all requests and everything looks ok there, Assigned tech, status, date etc.... Upon entering the request to look at the details it shows the assigned to to "Not Assigned" and "Open" to everything. No matter what. Now I cannot close a single request because we have the "technician assigned" checked in the request closing rules. I do not want to change that for long. Please
Allowing requestors access to Change Control
Hi, is there a way to allow requestors to access the change control tab with out making them a technician?. Cheers John
MYSQL or MSSQL
Wonder what type of DB SDP likes best? Currently we're using the built-in MYSQL server and have been having some horrendous problems due to data/table corruption. Wondering if we change DB types we might get more of a stable environment. Thoughts from those folks using MSSQL? Thanks E
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance
7507 HotFix Released..
Dear Users, Please refer to the below announcement forum to know about the details of the 7507 hotfix release. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003367533 Thanks & Regards, Srikrishnan ServiceDesk Plus.
unable to restore database
Getting error: unable to restore database: null, message from server: "Duplicate entry '1567006-8701' for key 1" I am getting this same error on all .back files that I try.
<- = <- ?
If we use a right arrow head in a note, with a "-" to show an arrow i.e. <- it shows as: <-
can't create no more Request filter!!!
Hi, we user SDP 7.5.0 Build 7504 and it seems, that it's not possible to create any request filters: ================================================== type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias subcatadef specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Bug: Report graph view doesn't update
If you edit a report and change options such as the date filter and re-run the report, everything looks correct. If you then click the "graph view" button, the graph displays the data as it was prior to updating the filter.
Loss of css style when in <IFRAME>
Greetings, We are dealing with an issue which is not so important but your help is greatly needed. We decided to include our Service Desk into our Intranet Corporate Site which is written in PHP. To include the Service Desk we just used the iframe property in PHP. This really worked. The code was: <iframe width="100%" height="100%" frameborder="0" scrolling="yes" src="http://<ServerName:Port>/HomePage.do" ></iframe> The result was successful. But there seemed to be a problem. The first page loads
Restrict Inbound e-mail
is there a way to only alow e-mail requests from registered users? maby just make unregistered users be marked as spam?
Key for Asset List Icons
Hello All / I'm a new ServiceDesk Plus user and trying to make some sense of the icons that appear in the "Assets > Workstations" view. For my Windows machines I get the little "flying window" icon, which is self-evident as to what it indicates. However, I also get the occasional "other" icon, for example, the picture-of-a-computer-with-a-yellow-light-at-bottom-right. What does this indicate? When I drill down to unit it tells me that the audit failed - why, then, do these particular computers
DATE information
1) My suggestion to the SDP development team is that they allow dates to be entered by keyboard, in addition to selecting them from the calendar control. The reason - it may not matter if you are entering only one entry. However, it is a pain to select the dates (especially earlier & future years and months) for more than one entry in a session. Example: Acquisition Date, Warranty Date and Expiry Dates for several assets at a time. 2) Also, is there a way (configuration parameter) to set the date
Upload / update requestor details
Two questions related to the requestor upload from a CSV file. 1) What is the required file format of the csv file 2) Can I just update certain fields on the requestor details? In my case I want to update the department for a bunck of users. How can I achieve this?
Merge Technician
Hi All, I have ServiceDesk Plus 7.5 installed. About a month ago I enabled Active Directory Intergration, but my techs where setup locally. So now when one of the techs open ServiceDesk it defaults to thier Active Directory user account instead of thier Administrator account. My Question is how do you merge all the tickets from a local admin to a AD account? Thanks in Advance.
Question about Service Desk, Mysql, Ms Sql
Hi, we are testing your evaluation copy now, we are thinking about to buy your software, but i have a few question, Which version of Mysql Service Desk is running? and also and very Important, Which database you recommend, MS SQL or Mysql?, I have read in your forum about some Issues With the MS SQL, but and also I have read about that MS SQL is more powerful than MySql, but I know that your default and your primary database where you developed the Service Desk is Mysql, we need to upload a lot of
How to upgrade
I am trying to upgrade version 6.0.0 build 6007 on Windows to version 7.5 running on Debian. How would I accomplish this?
Can i force a Purchase Order to require a Resource Name upon receiving?
Hello! with the help of the advent net staff i was able to uncover a major problem in my inventory that was causing my license for 500 assets to be way off. now that i understand what some of the issues are, i have another question: how would i go about forcing a workstation to require the Resource Name be entered upon receipt of the item? this would prevent us from having to change (or delete) the item listed on the PO that gets received into the inventory. This function would be similar
Upgrade from Windows to Linux
Does anyone know the steps to upgrade version 6.0.0 build 6007 running on Windows Server 2003 to the latest version (7.5 I believe) running on Debian?
Status Box is missing
When I view a ticket, the status box in the upper-right corner is missing. I can't view the close comments based on this. Has anyone seen this before?
Notification when Request Changes
Hi all, Is there a way in Service Desk Plus to get an alert \ notification whenever a specific request changes? i.e. I want to be able to monitor a request and see when it changes - currently I have to remember the request ID and periodically go into the request to see if it has changed. Thanks, Chris
Clean out asset list
Hi, Is there a clean way of removing all the assets, so we can do a clean domain scan? Thanks
Reporting on Approval
Hi There, We are currently on ServiceDesk 6.0.0 - we will be upgrading shortly. I'm trying to run a report on all closed jobs that have not been approved. But there is no field "Approval Status" on which I can base my report. Has anyone done this? Thanks in advance, Kerry
Asset name vs. Resource Name
Under "Asset"s and then "Non-IT Assets" we've created a "Hand held devices" category. The summary screen shows "Asset Name" but when you click into an item it shows "Resource Name". Is there a way to reconcile so both screen use the same language? Also, when we imported our assets, one of our fields was "Owners" which we mapped to Assigned User. Unfortunately, it created all the people as new Requestors in the system even though the names matched what was already entered into our system. So all
Error Upgrading from 7022 to 7500
When i try to upgrade to Version 7500 I get the following error in my updatemgrlog0.txt file (also uploaded the file). "Problem during installation of patch java.sql.SQLException: Violation of PRIMARY KEY constraint 'GlobalConfig_PK'. Cannot insert duplicate key in object 'dbo.GlobalConfig'." I have tried it multiple times a receive the same message. I am using MSSQL
Send Notification to Group/Technician when Request Closed
There is a setting to notify select technicians when a request is closed. How can we send a notification to the currently assigned group members (or currently assigned technician) when a request is closed?
Can the requester close the tikcet from the interface?
Hi there, Is there any way for the requester to close the ticket from the interface, when the ticket is resolved? Or can he only close it from the Close Link shown on the resolved notification in the email? Regards, George
Comments in closed requests
Hi, Where can I see a the comments I add when closing a Request? I haven´t find them. Thanks in advance
Upgrade path from Build 6011 to current version
Hi, Can you please advise me what the upgrade path from Build 6011 to current version is is? Cheers, Todd
Service Pack update
Hello all, I was in the process of updating my software and ran into an issue on the last service pack, AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. It errored out and supposedly rolled back but now I can't get SD+ to run. The service tries to start but fails loading the server modules. Has anyone faced this before and if so is there a solution? Thanks, Chris
Upgrade path from Build 6011 to 7504
Hi, Can you please advise me what the upgrade path from Build 6011 to 7504 is? Cheers, Todd
UnAudited Assets Reports
Hello !! Am very interested in writing a report which shows me all the workstations or assets , which have failed an asset audt. OR A report which shows all Assets in SD and there last Audit date. If no audit then NULL. But, when I go to the report wizard (not a SQL programmer ) It seems it always takes me back to 3 options....for 3 report only. Can someone please help ??!!
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