Business Rules
I have several business rules defined. I would like for all tickets that don't fit into any of the criteria for any of the existing rules to be auto assigned to one technician. Is this possible?
problem update for 7014
was upgrading the service desk plus the version 7011 to 7014 and gave the error in the Annex. now my service desk had not plus more. need help
costs required on reports
Hi Is it possable to add the cost column to a asset report, we are using version 7.0.0 build 7015 thanks Paul
Error adding site in ServiceDesk
I had the following error while adding site.
Conversation Breaklines?
Is it possible to remove content from an email replied by a requester? I want to remove all of the content in the email below: ----- original message ----- (or whatever defines the previously quoted contents) This should help reduce the amount of crap in the conversations area.
Adding Cost Column in the asset list
Please could you tell me how I can add the column Cost to the Asset list so I can sort by cost. Thanks
Due Date is wrongly calculated.
Hi All, I just discovered a problem with requests due date which wrongly calculated. SLA rules has been set as in the attached file. My operational hour is from Monday to Sunday ( 730 - 1930). Any idea on how to solve this? Best Regards, Sabarina
Problem with Changes not matching Change ID
We have come across a fairly annoying problem. When you are looking at "All Open Changes" and then hover your mouse over a change it will say ID="20" But when you then click on that change it opens up change ID 16. So it is impossible to get the change you are looking for to open. When you look at "All My Open CHanges" it works normally. The weird thing is if you click on the same change on either screen the same URL is opened but different changes appear. The URL says change 20 but the screen shows
Workstation Scanning Problem
Systems are not getting reflected in database even after manually scanned using ae_scan.vbs script.
all our data is gone after 7022 to 7.5 upgrade
I tried to upgrade our servicedesk today, The 7.5 upgrade seemed to work however once it had finished, all our data is gone and the servicedesk looks like it goes "Out of the box", a blank canvas. I'm currently uninstalling and then going to reinstall 7022 and restore our 7022 data (luckily I have a good backup!) but does anyone have any ideas why the data is gone after the upgrade? Obviously I can't restore the 7022 data into 7.5
Delete Scheduled report created by another user.
Hello, We're having a small issue this morning. An old employee who has left the company created some scheduled reports to send directly to them. Now that her account and email has been deleted we're getting notified of the undeliverabe status of the email. I am trying to see how I can delete the scheduled report created by the old user. Her account and login in ServiceDesk has been deleted so there is a record somewhere with that scheduled report but I can't find it. Can you give me an idea of what
SD6.0 + MSSQL + Russian - Errors
Windows XP Pro Russian AdventNet_ManageEngine_ServiceDesk_Feb_02_2007_windows.exe MSSQL2005 Developer Edition English In C:\AdventNet\ME\ServiceDesk\server\default\log\serverout*.txt I have lot of cycled errors like this: [12:25:36:070]|[02-09-2007]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[17]|: |com.adventnet.persistence.DataAccessException: java.sql.SQLException: Conversion failed when converting datetime from character string. ... The java.exe process eat 100%
Notification Issue
Hello, We have it set up so that we have a template for "New Employee" and it has 4 tasks associated with it, each to a different technician. It assigns the request to a GROUP not a particular technician. With that, if a requestor replies or makes a change to their request no one is notified of that change because their is no ONE techician only the group. Is there a way with a business rule or something that I can set up to automatically send an email when a change occurs? I am not sure. Please let
Error 400 after install
I've performed a clean install on 7504 on server 2008/SQL Server. After installing I get a blank page - error 400 if I enable verbose errors. Where do I start to get this resolved? Has anyone else seen this?
Database schema
I had previously found a post with images attached that showed the complete database schema for ServiceDesk Plus. I find myself now once again trying to create custom SQL reports and I can't find the images. If possible would someone once again kindly post the database schema? I'd be especially interested to see if it has changed at all in the move to 7.5
Exporting Workstation Configuration in a zip or XML format
How to export workstation configuration in a zip or XML file format?
Custom Template - Email Notification for that Template
I appreciate the ability to make custom request templates. The functionality is limited but it works. Our templates are based on the team who needs to fix or address the request. For example we have one group who runs the web farm, we ask for details on the site and server name to have the web engineer to work on. Can I make a technician notification template just for that group of technicians based on this report? (IE - someone makes a request using that template - those fields are included in the
Issues with ServiceDesk Enterprise and Assets/Sites/Regions
1. If a region that is attached to a site is renamed then the region is removed from the sites instead of being dynamically updated. 2. If a site is renamed then ALL assets tied to this site are DROPPED!!!! This does not make sense to me. All these keys should be relational based on the *Region and SiteID. Why is this not the case? If I have to update any regions or sites I loose all that time and effort getting the assets associated with the appropriate geographic locations. We are a multi-locational
Automatic of Techs to Sites
We are just starting on Service Desk Plus. I have my techs assigned to their appropriate sites. Trouble is that we still have tickets coming in that do not default to a technician. The categories are not all assigned to a certain tech but shouldn't the program go out and assign the tech based on the site of the user that submitted the request. thanks
Detailed PO history View using new Report Query
Hello all, I'm not all that well versed in MySql but i was wondering if there is a way to create a new query to display the following information: Created Date Individual Items listed in the PO Approval date/ Approval Person Closed date. Any help is appreciated. We're using Version 7015 Thanks ice
Rules "time to load"?
Do business rules take some time for the system to load or reconize? I am trying to create some simple rules with subject contains "blah blah blah" and they do no seem to work. I am wondering if SDP reloads the rules periodically, or should they work right away? thanks
ITIL - Costs TRIPLE SD+ Pro? Worth it?
I've been using SD+ Pro for a couple years now, and have been generally satisfied with the product. I'm very interested in the ITIL (Enterprise) version which adds the problem mgmt, change mgmt, incident mgmt and CMDB functions. When I asked for a price quote, I couldn't believe that it was 3 times what I'm paying for Pro. That just seems insane to me. Is anyone else out there using Enterprise edition and if so, do you feel you're paying a fair price for what it does? I'd really be interested in
Time notification
Hello, i have a question about notification's system. We want to realize a scheme where the second specialist will receive notification (f.e. e-mail) in case the first specialist didnt respond in some time period. Where we can find this option? thanks!
Disposed Workstations
If you change the status of a workstation to disposed, does it still count towards your total number of SDP license nodes?
SD+ 7.5.7504 PERFORMANCE ISSUES - Please Share your's!!!
Are you having performance issue with SD+? Our setup is small, dedicated SD+ server (Core 2, 8 GB Ram on Win2K3 R2 Server, Dedicated SQL 2005 Server (Enterprise Class Dell Server 16 Gb ram dual Quad Zeons), GIG Ethernet). 7 Tech's and about 800 users (but we don't open the portal for self service yet) So I think we are a small shop compared to what I am seeing on the forums. SD+ is slow. We have run into similar issues, with screen taking as much as 30 seconds to several minutes to open. In one example
Cannot add more assets
Hi, Have you experienced scanning an asset then after that, previously scanned asset is replace. I can only have 4 workstation on the list. SDP is using the active directory. Example: List of workstation workstation 1 workstation 2 workstation 3 workstation 4 --- Then scan workstation 5. After that when I go back to the workstation list. I will see workstation 1 workstation 5 workstation 3 workstation 4 ----- The system replace any of the previously scanned asset. Do you have any idea how to solve
Move an individual asset to another category
Hi Support, I have the latest version of servicedesk 7504, i want to move an asset that i have created to another category. I go into Asset management, Product, and find the Product, move that to a new category, but when i go back into the asset search field, the actual asset does not show up. If i do a search for it, it shows that it has been assigned to that category. How can i move an individual asset to another category. For example, i have created a new server which was added to a custom created
Workstation Scanning
Running 7.5.04 Does anyone else have the issue that if a workstation is renamed the ServiceDesk app does not update the record with the new machine name? One would think the app can tell via MAC, IP, Dell Service tag that it is the same machine. I am just worried when we roll this out full scale any calls associated with the asset will be lost because it creates a new asset instead of just updating. -Joe
How to: create new request from SD mail or....?
Hi, everyone! I'd like to do next - when Maintenance Task request cant be done correct, technician must create new request with Incident type with a lot of information from Maintenance request (but not all). The easiest way, I guess, is to forward request to SD e-mail address and process it with Business Rules, because duplicate request takes a lot of time (tech should find new request, edit it, ect). But SD doesn't allow that. Of course, it possible to create new request, fill in all fields and
Content of Contract Name Truncated
When listing the contracts the names are truncated to about 50% of the total field width. This makes it harder to identify when the first block of characters are like another contract. Should'nt the entire width of the field be used, or even better have the columns widths made adjustable. Damian
Prevent edit on completed requests
Is there a method to prevent editing of completed requests?
Words not understood by internal spell check left RED
This occurs in both the Solution and Ticket aspects of the product. You have to manually click leave-as-is on every word that the dictionary does not understand. If you do not it leaves the words RED even if they are correct. These red words are then saved to the call or solution and emailed to the user. Is this a known bug? Joe
Email requests not being logged
We have a very urgent issue that has just started When a requestor sends an email, the issue is not logged but the requester is receiving a email saying it HAS, but the request ID is an old id number? rebooting the SDP server resolves the issue, but the fault returns shortly after Any ideas, this is very urgent Running 7504
Users are unable to enter their phone number or department.
Hello, I'm nearing this application going live and it seems I just have one more small problem in the way. My requester can submit a ticket fine, but in the phone number and department fields, they are unable to type. The phone and department field is there, but they can't enter anything into it? With over 30 sites this is kind of important. Anyone else have this problem? Best Regards, Christina
User interface in different language
Hi, I thought that the service desk is available in multiple languages. Does it need to be enabled somewhere? Currently I can not see how to cnfigure it in a different language. We have office all over europe and would need to have different languages for each country. How can I configure the service desk? Many thanks,
remote control failure
FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,233,166,610,928. the machine is reachable from SDP, dns is working correctly,and I am able to scan from SDP.
Mysql-nt.exe keeps crashing
Our servicedesk plus server has been crashing lately with a mysql-nt.exe error. After looking around i found this Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them in the event viewer. I'm also attaching a support file generated from within HD. We are running Version : 7.0.0 Build Number : 7015. Any help is greatly appreciated Thanks Erion
No Due dates on new calls since moving to 7504
Hi since I have upgraded to 7504 we have lost automatic due dates on new calls that have come in. The calls that where moved form the older version have retained there due dates but new calls are blank. I have checked the SLA's and they are all set with timings on each SLA...? They where working fine until the upgrade...
Purchase Order Approver
i am running build 7018 of servicedesk plus and have run into an interesting issue with attempting to approve purchase orders i have created. i have a 2 technician license. the purchase order approver for my technician properties is set to false and i can not change it. the other technician does have the option to be a purchase order approver. the other technician is never going to be approving my or any POs. when i was in version 6 i could approve my own purchases; since migrating to version 7,
Remove/Amend 'if others, please specify' template
Hi all, We have recently moved to using webforms, however, in the body of ours we ask for information to help with the request. So we have an 'Any Other Request' form. As with all things advised to do, people are not using this and using the 'if others, please specify'. This isn't ideal as doesn't ask for info in the body of the template. So... can we remove the 'if others' template or amend text in the body of the form? Hope that's clear? Thanks Neil
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