Merging reply email to original request
Hi, We are using SD 7 and I don't know if we can allow users to merge their reply emails to the original request. If this is possible, can someone show me how to do this? Thanks, tony
Templates fro Requestors not allowing drag & drop of fie
Version 7.5 I have a template I have created in the requests form and when I go to the requester tab it has greyed out all of the drag and drop fields so I cannot add them to the form at all. This was on a previous issue I lodged but the 7502 patch did not resolve it. Can anyone tell me what is going on here? Thanks. Brad.
Manage Juniper Product
Can the Service Mesk Plus manage Juniper netscreen Firewall SSG 350 product and Juniper IDP
Blank login page then LDAP Authentication is enabled
Hi I'v just installed version 7.5.0 Build 7504 and trying to enable LDAP Authentication but then this option is enabled I'm getting only blank white page instead of login page. If it disabled then everything is fine. how to debug it? where any logs are stored?
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
Help with auto-escalation
I need help setting up the auto escalation feature. I've tried b ut it just doesnt work! I know i've setup the incoming mail settings correctly because i see requests sent via email, but i'm not so sure about the outgoing email. When i try send a mail to a technician it fails...also when tickets are due and they are supposed to be escalated, they are not. PLEASE HELP URGENTLY!!!
How to interconnect 2 installations of ServiceDesk Plus
is it possible to set up 2 independent installations of SDP, so that they can exchange, eg. service requests between them? We have 2 installations of SDP in 2 countries, but sometimes an incident that is originally logged in one country, needs to be forwarded to the other country for further troubleshooting and investigation. How can this be achieved, without having to re-enter the incident and to ensure that both helpdesks are uptodate with the progress of the incident?
Rsport of Open Requests by Group
Hi, I was wondering how to do a report of Open Requests broken down by Group? Cheers, Todd
request templates
Hello - I have just upgraded to the lastest release (7504) and all is ok except that all my call templates have lost the default resolution field. So now when we click close it always makes the helpdesk staff type it in again!! Kind of annoying when you are reseting passwords throughout the day. Have looked at the templates and cannot see how to get these back.... Can someone please let me know.... I do hope you haven't removed this feature!!?? thanks Peter
Importing assets
Hi Is it possible to import assets from another asset management product? (i.e Hardcat). Hardcat exports assets to a text file. This would be mainly for non-networked equipment such as monitors, printers, etc. We are still running 7.0.0 (7022) but plan to upgrade. Is 7.5.0 (7504) much different than 7.0.0 (7022) in this area? Graham
Request Generation
We have an email that we do not want genereate a request. Any suggestions would be appreciated. Thanks is advance!
Barcodes
Hi, We are in the process of setting up a new asset tracking system using barcodes. I have scanned all barcodes and want to import them in to SD. However, doing this creasts new assets. How do I import the barcode inforamtion to assets that are already in SD? Any help is much appreciated. Sharlene
Asset import fails to link Owner against requester
When importing assets via cvs the owner is not linking with the requesters, instead the import creates another requester identical the same! any idea why? this use to work before 7.5 was released.
Approvals
Hi Is there any way to set up an Approval Request to include any previous approvals? Example: I have a ticket that needs to be approved by two people (Person A and Person B). I have the following process. 1. Ticket is sent to Person A. 2. They approve it. 3. Ticket forwarded to Person B for level 2 approval. 4. They approve it. When I send the ticket to Person B can I make it so that the Approval Request shows that it has been approved by Person A? I'd be very grateful if you could give me a quick
SLA Escalations
Could someone please esplain SLA esclations? Is there a way to have the requests change technician queues after the violoation? Or does it only e-mail about the SLA violation? Thanks!
Scan PC's in domain
Hi I looked through forum but i couldn't find the answer. I need to run scan of all PC from Network Domain in order to get all details like hardware, software installed on PC's and what users are logged on to what PC's etc. I think this should be done by assets tab or admin but im not sure thanks Marcin
java.security.cert.CertificateException: Untrusted Server CA
Hi, Some new problem with my SDP 7504 :( We have just bought public certificate from Polish CA Certum. I have imported it do sdp.keystore and : - IF SDP starts from windows service (wrapper...) log is full information like below : java.security.cert.CertificateException: Untrusted Server Certificate Chain - IF SPD starts from \bin\run.bat everything is ok there is no such information Is something wrong with wrapper configuration ?? Kind regards
No "Last Updated" column in request view
I just noticed that ServiceDesk has no such, "Last Updated" column in the requests view, as ServiceCenter does. This is a required column so we can see (and sort) by when a request was last updated... Was this an oversight?
SLA Auto-escalation
Hi I'm having difficulties setting up[ the escalation feature in servicedesk plus. I tried the free version first and couldnt get it, so i now tried the free version that allows two technicians still no luck! can anyone guide me on hopw to set it up. I got incoming mails to work, so people can log requests via email but i'm not so sure of out going mails. I've set the SLA levels and done the escalation settings but its just not working. anyone with experience on it pls advice. thanks
Preventing remote control functionality in 7.5.
I know that the answer to this question will not be supported by the moderators, so I am putting it out to the general user community. I currently am looking to upgrade to 7.5 in our production network. Our security admin won't allow me to do this with the current state of the remote control functionality (no prompting or lockdown of remote sessions). I need to come up with a way to restrict this function until a hotfix fixes it, and I was wondering what other people may have done. Here is what I
SD+ installation on Linux via cli
Folks, Is there a description of pre-requisits and/or instructions on installing SD+ on a linux server with no X? I just downloaded SD+ and after trial and error got SD+ to install. Based on my experience, what's necessary is to properly set JAVAHOME envs or, run the following: /ManageEngine_ServiceDesk_Plus.bin -is:javaconsole -is:javahome /usr/lib/jvm/java-6-sun-1.6.0.07 -is:log log2.txt -console While the install completed, starting SD+ failed with the following error: test@helpdesk:/opt/ME/ServiceDesk/bin$
Sort by 'Updated'
Hi guys, Im new to these forums, and more or less with ServiceDesk aswell. This is obviously my first post, in the past I've been able to find what I was looking for through the search option, but this time was unable to do so. Basically Im asking if theres some way you can sort requests by 'last updated'. E.g. It puts the most recently modified (notes added, etc) at the top of the list. If you could let me know how to do this (if its possible), that would be great. If its not, are there any plans
Issues reported in SDP 7.5 release
We are listing down the issues that have been reported in 7.5 so far and its status. We will update this document regularly to let customers know the details. Issue fixed in 7501 [Released on 5th Dec 08 ] * SD-13821: A message like "The request does not fall under your permitted scope" occurs when a request is moved to resolved from the resolution tab. * SD-13820: Workstation model not listed while editing a workstation. It will be shown in list view and details page. * SD-13822: Unable to Drag &
Report to show Pending Approvals
Can someone help me create a report to show what approvals are pending? We are using MSSQL. Thank you!
Summary reports - adding Video card information
How can I go about adding a new sub report type to use on a Hardware summary report so I can get the Video card information on the report. Pretty much want all the existing sub reports in the summary PLUS video. Regards, Andy
Cost Report
Dear Support, I would like to have the simple report which shows �Resource Name�; �Contract Name� ; "Acquisition Date�; "Expiry Date"; �Asset Tag�; �Product�; �Cost Name� and �Cost� . Please help to send me a query for generating this kind of report. Regards, Supon W.
News from FacilitiesDesk
FacilitiesDesk has Released ServicePack 5500 for 5200, 5201 and 5202 New Features in this release are: 1) Grid-Layout: This is a major feature that�s going to be handy for Space Management module in several ways� o Irrespective of using AutoCAD, Grid layout feature can be utilized for understanding the space usage in each floor of the building o Grid layout is a customizable tool kind of a feature, where you can presume cubes as rooms of a floor o Resize those cubes to intuitively fit the layout
Exception : java.lang.OutOfMemoryError: PermGen space.
Hi All, I am using WebNms 5.0 and trying to customize the Webclient. In the process I am using BIRT reporting tool for report generation functionality and I encountered the java.lang.OutOfMemoryError: PermGen space exception while report generation. Can someone please provide me the solution for this. Thanks and Regards, Anant Shukla.
Please Help with Custom Report
I am trying to create a report that shows Resource Name, Service Tag, Resource Tag and Resource Serial Number. The problem I am having is I have some workstations in my system that have the service Tag Different then the Resource tag. I am trying to find them we have 15,000 items and it is becoming difficult to handle. If there is away i can produce a report that show every workstation and asset with these fields that would be great.
Howdy, just moseyed in.
Sure love msn, very neat site. Will read up and hopefully have something good to say. So long. _____________________________________ LocalAdLink
Custom report to list specific software installed on compute
Hello, I have part of the answer to this, but I need to be able to list the user assigned to the computer as well. Currently I have the below query and I modify it to list all computers with a specific application installed. Can anyone help me add the userid to the output? select si.workstationname, sl.softwarename from systeminfo si, softwareinfo sif, softwarelist sl where si.workstationid = sif.workstationid and sif.softwareid = sl.softwareid and sl.softwarename like '%AutoTurn%' order by si.workstationname
SSL/TLS support
Hi! After evaluating the current version of SD+, I notice that it does not support SSL when configuring the email server section. Our institution requires SSL connection to our incoming and outgoing mail servers. Is anyone aware of a plan by the manufacturer to add support for SSL to SD+, and if so, when that might happen? Thanks for any information you may have! T
Technician in the "name" field on a new request.
Before the update (7504) I could type my own name (I'm a technician) in the name field on a new request, now I cant. Detail: As you look at a new request that you just created, under the "requester details" section, the "name" field: I cannot put a technicians name in there after the last update. I have pleanty of old tickets that have my name on them as the requester before this update. Please advise. Thanks, Alecz
Changing status of job
I have now migrated my old help desk system into Service Desk. I have one workorder that is in Resolved status but I cannot change it to Closed. Not recieving any errors just won't save the new status
Restricting Certain Requests From Requesters
HI ! I found another post from 2008 that asked this question, but didn't know if, in the meanwhile, this feature had been added (or there is a workaround) so thought I'd ask.... Occasionally, requests come in, for example, ahead of time for "employee termination", etc. that shouldn't be viewable by anyone other than the requester. Is there a way to make a certain request "private" ? Even if other VP's or "power users/requesters" have been given permission to see the "entire site" -- we wouldn't want
Import CSV assets without admin
I have granted an account full access to the asset module, but this doesn't seem to provide the ability to import assets from CSVs. Are admin rights the only way to grant this facility.
7.5 and reporting
Anyone else having problems with Reports since the 7.5 update? For example: 1. Auto emailed reported are now blank with a "No data availiable to generate report" 2. Manual reports that you specify a time period (last week) show everything regardless of date. I have over 50 custom reports going to various areas, please tell me I don't have to delete and recreate all of them. -Joe
Hi there, just browsed in.
Love that msn, very fine site. Will read up and hopefully have something good to say. Thank you. _____________________________________ LocalAdLink
Please Help with Custom Report
I am trying to create a report that shows Resource Name, Service Tag, Resource Tag and Resource Serial Number. The problem I am having is I have some workstations in my system that have the service Tag Different then the Resource tag. I am trying to find them we have 15,000 items and it is becoming difficult to handle. If there is away i can produce a report that show every workstation and asset with these fields that would be great.
Please Help with Custom Report
I am trying to create a report that shows Resource Name, Service Tag, Resource Tag and Resource Serial Number. The problem I am having is I have some workstations in my system that have the service Tag Different then the Resource tag. I am trying to find them we have 15,000 items and it is becoming difficult to handle. If there is away i can produce a report that show every workstation and asset with these fields that would be great.
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