7017 Bug - Tickets set as resolved
We have been having an issue with tickets set as resolved. Seems like this query also hangs our MSSQL server: SELECT WorkOrder.WORKORDERID,WorkOrder.REQUESTERID,WorkOrder.CREATEDBYID,WorkOrder.CREATEDTIME,WorkOrder.RESPONDEDTIME,WorkOrder.DUEBYTIME,WorkOrder.COMPLETEDTIME,WorkOrder.TIMESPENTONREQ,WorkOrder.TITLE,WorkOrder.DESCRIPTION,WorkOrder.MODEID,WorkOrder.SLAID,WorkOrder.WORKSTATIONID,WorkOrder.DEPTID,WorkOrder.SITEID,WorkOrder.AUTOCLOSETIME,WorkOrder.CLOSEAUTHKEY,WorkOrder.TEMPLATEID,WorkOrder.ISPARENT,WorkOrderStates.WORKORDERID,WorkOrderStates.CATEGORYID,WorkOrderStates.SUBCATEGORYID,WorkOrderStates.ITEMID,WorkOrderStates.OWNERID,WorkOrderStates.ASSIGNEDTIME,WorkOrderStates.STATUSID,WorkOrderStates.PRIORITYID,WorkOrderStates.LEVELID,WorkOrderStates.ISOVERDUE,WorkOrderStates.ISESCALATED,WorkOrderStates.ISREAD,WorkOrderStates.SHOWNOTESTOTECH,WorkOrderStates.NOTIFICATIONSTATUS,WorkOrderStates.REQAPPROVAL,WorkOrderStates.APPR_STATUSID,WorkOrderStates.IMPACTID,WorkOrderStates.IMPACTDETAILS,WorkOrderStates.URGENCYID,WorkOrderStates.REQUESTTYPEID,WorkOrderStates.REOPENED,WorkOrderStates.CLOSEACCEPTED,WorkOrderStates.CLOSE_COMMENTS,WorkOrder_Fields.WORKORDERID,WorkOrder_Fields.UDF_LONG1,WorkOrder_Fields.UDF_LONG2,WorkOrder_Fields.UDF_CHAR1,WorkOrder_Fields.UDF_CHAR2,WorkOrder_Fields.UDF_CHAR3,WorkOrder_Fields.UDF_CHAR4,WorkOrder_Fields.UDF_CHAR5,WorkOrder_Fields.UDF_CHAR6,WorkOrder_Fields.UDF_DATE1,WorkOrder_Fields.UDF_DATE2,WorkOrder_Fields.UDF_LONG3,WorkOrder_Fields.UDF_LONG4,WorkOrder_Fields.UDF_CHAR7,WorkOrder_Fields.UDF_CHAR8,WorkOrder_Fields.UDF_CHAR9,WorkOrder_Fields.UDF_CHAR10,WorkOrder_Fields.UDF_CHAR11,WorkOrder_Fields.UDF_CHAR12,WorkOrder_Fields.UDF_DATE3,WorkOrder_Fields.UDF_DATE4,RequestResolution.REQUESTID,RequestResolution.RESOLUTION,RequestResolution.LASTUPDATEDTIME,RequestResolver.REQUESTID,RequestResolver.TECHNICIANID,WorkOrder_Threaded.THD_WOID,WorkOrder_Threaded.WORKORDERID,WorkOrder_Queue.WORKORDERID,WorkOrder_Queue.QUEUEID,WorkOrder_Queue.CREATEDTIME,WorkOrder_Queue.ISESCALATED,RequestCharges.REQUESTCHARGEID,RequestCharges.WORKORDERID,RequestCharges.OWNERID,RequestCharges.DESCRIPTION,RequestCharges.HH2COMPLETEREQUEST,RequestCharges.MM2COMPLETEREQUEST,RequestCharges.AMOUNT,RequestCharges.DATETIME,RequestCharges.EXECUTEDTIME,WorkOrderToDescription.WORKORDERID,WorkOrderToDescription.FULLDESCRIPTION
7017 PO Module
I am entering the cost centres, but cannot have a technician as an owner - I am a technician + the manager so authorise the spend. I can however choose a different user as the owner, then edit the cost centre and put myself in as the owner. Thanks, Anthony
Uninstall in UpdateManager.bat
When trying to roll back ServiceDesk to a previous version, there is a button in UpdateManager.bat called "UNINSTALL" When we try to use that button, we get an error message saying something to the affect of that feature is not supported. Given the problems AdventNet has overlooked with SD+ service packs 7014 (email attachments) and 7016 (EDIT features), we need to be able to use the UNINSTALL feature to roll back our ServiceDesk install to a previous version. When will the UNINSTALL feature be supported
Create New Email Notice
I would like to create an additional email rule that will alert the technicians listed inside the technician field when a ticket has been closed. There is the option to notify when new tickets are submitted but i would like everyone to be informed when a ticket has been closed so they dont have to constantly monitor the SD site.
setting up new tickets
I've got a 30 day trial for ServiceDesk Plus and I'm wondering if the software can monitor more than 1 email address. We'd like to set it up so that if someone sends and email to help@mydomain.com it goes to a certain group and if they send an email to admins@mydomain.com it goes to another group. Is this possible?
Mail to the Requester form
hi, is it possible to customize the Mail to the Requester form ? i would like it to generate more information on replying. bernard.
Choosing Items in PO from a specific vendor
Is there anyway to limit the amount of items that show up from a specific vendor. For instance with the new PO module (7017) when i select one of our vendor we have over 250 items listed for them another which we have not created a PO for yet has over 800. this makes the PO creation a difficult thing and unmanagable. Is there anyway to change it back. I really do hate the new way to pick items.
List of Enhancements / Issues fixed in 7016 hotfix
Hi, Following are the list of Enhancements / Issues which will be rolled into the next hotfix 7016. ( scheduled by next week ). And sorry for making you wait for this list. Next time we will post the list timely.. Enhancement: 1. Integration of enhanced Purchase Order Module. a. Two tax rates (Sales Tax, Additional Tax) for a single Purchase Order. b. History of Purchase Order changes. c. Additional fields in Purchase Order. d. Attachments to Purchase Order. e. Bill to and ship to address provided
Unable to resolve DCOM access denied with any listed fixes
"Either access denied for the user or the remote DCOM option" I am successfully scanning 150 workstations. I have 1 that will not scan. It has never scanned. I have checked everything I can find in the forums, online help, and microsoft's knowledge bases. I would like to know if there are any new, unique things I can try.
Workstation Bios table/field name
How do I reference the Workstation Bios field in a query. The schema picture is not detailed enough, and I cannot find a canned report that includes it.
technician showing as other
I have a technician showing as other, he is in the technician role and admin role. I have delted him and re added him to no avail. I am licensed for 8 technicians and am using 7 of the 8, he would be the 8th. Ideas?
Update Manager Bug
Hi, There's a bug in the upgrade manager. If a temp table already exists in the DB, the upgrade manager gives an command prompt error "Error : Please wait reverting to old build!!!" and also notes in the UI that it is unable to overwrite a specific table In my case the offending table was. "POStatusHistory_TEMP" As a work around I renamed the table to "POStatusHistory_TEMP_old" and after restarting the upgrade the upgrade manager progressed along successfully. HTH Marc
SD+ and Lotus Notes
I need to configure SD+ to work with Lotus Notes 7.0.2 I am not the Notes Admin, nor am I the networking admin. I need to be given step by step directives to give to my Lotus Notes Admin to setup an email address to fetch and send mail from SD+. This email address also needs to be able to append incoming emails to existing tickets. Thank you!
Domain scan settings?
I'm setting up the asset management domain scan, and I'd like to create a new AD service account to handle this. I don't want to grant more rights than are necessary, so I plan on just giving it read-only rights to AD, and sufficient rights on the local workstations to perform WMI queries. Since this is not covered in the documentation, can someone give me specific requirements for this?
7017 - Issue with New Purchase Order
Just started testing version 7017 and the New Purchase Order enhancement. On the Create PO page no matter what you select for 'Requested By' once you save it it changes it to the same as the 'Owner'.
Intel Processor scans
Dear SD I am running domain scans on my network and found some of the workstation details to be incorrect. In particualar when it comes to scan new Intel Quad Core processors in HP DL360, HP DL380 Quad core processors, what i see is Intel(R) Xeon(TM) CPU 3.20GHz it does not tell me if it is a dual core or quad core. Is there any way of displaying this information. Thanks
Purchase Order Issues In 7017
Having upgraded to 7017 I can't seem to add anybody as an approver to a purchase order. For a start, I don't even know where to setup the requesters/technicians who should be in the list. When in a new purchase order, selecting the add approver button generates a blank list so where does this come from? Cheers John
Setting up for use across time zones / currencys
Have just started playing around with the demo copy, but 2 issues spring to mind. We are a worldwide IT provider with a helpdesk in both the US and UK. 1) How does the system handle time zones. ie if it runs on a server based in the US, how will uk based techs see the times on their calls etc? 2) Is is possible to setup the currencies for both dollars and pounds dependant on customer & technician location?
Couple issues
I was trying to search on both of these, but the searching feature is going VERY slow. Issue 1: When editing a request; we fill out all the required fields change the request to resolved and click update. The update doesn't take, and the request status reverts back to the original status. We then have to select resolved again and click update again for the changes to take. However, if we just go back to the requests page after clicking update the first time all changes are lost and you have to start
Software reports fail to run -
When attempting any of the three built in Software reports Software by Manufacturer Purchased vs Installed Software by category it results in the query builder page being displayed with an incorrect syntax near '.' being displayed This the SQL displayed for the 'by category' report. Regards, Andy V7 Build 7003 SQL 2005 Windows Server 2003 SELECT BINARY SoftwareList.SOFTWARENAME "Software",BINARY SoftwareList.FILEVENDOR "Manufacturer",BINARY SoftwareType.SOFTWARETYPE "Type",BINARY SoftwareCategory.SOFTWARECATEGORY
Where is 7017
Support said it would be released in a few hours. Its been at least 8 hours since that statement. I need this fix. please give us an update
Adding new Software License - Licence Type
Hello, I am trying to find out if it is possible to add to the license type list? For example I would like to be able to add Open Licence // VLK // Multiuser License. I have added a screen shot to show what section I am talking about. Thanks Sharlene
Modifiy Due Date
It seems when a request is generated, the due date is 24 hours of the request date. Is there a way for a technician to have the ability to change the due date on a request. Sometimes a technician could get many request in a day and it would be nice for the technician to modify the due date of a request based on his schedule. Mike
Create Own Forms
Does SD+ have the ability to create custom forms. Our company requires 9 forms to complete a project, and it would be great to maintain them in SD+. Is this possible?
Technicians Holydays
Hi SD+ Team, would be nice the possibilty to set holidays days for our techs: in this way would be bot possible have ticket that are escalated to people out of office. Is available this feature?
Using SSL with SDP on Windows Platform
Here is my scenario. I am currently hosting 4 websites on the same web server running IIS and using host headers. I am binding my host headers to port 443 using a unified communication certificate to secure my sites. I am running SDP on port 8080 from the same box. Is there a way to install my cert on SDP without interferring with the sites running under IIS?
Seperate view for technician projects
We typically use the help desk to service end user request (tasks). We desire to utilize the help desk for projects. Ideally their would be two windows one for task and one for projects with the ability for a manager to priorities them, preferably with the most important tasks and projects at the top of each window. We would also like to apply separate business rules and reports to the projects. Please let us know if their are any enhancements planned or suggestions that we can implement today. Thank
Additional Info fields in the reports,
How can I show the additional Info fields in the Resources custom report? or if I want to add them in the query how to do that? Thanks, Ruba AlOmari
Projects and Tasks
Hi Is there any way for a futute updates of SD to include projects and tasks the same way MS Project works. Not all work we do are faults and we would like to record future projects and raise tickets against upcoming tasks and see the details and progress of projects
This forum can be slow...
I'm a big advocate for self-help / user forums but sometimes this one is so slow it's almost unusable. Especially on searches. While I'm typing this I have a search going for "Merge" and it's still going. I hate to re-post questions that have already been answered but I'm not getting the opportunity to read.
HotFix 7016 Released and 7017 updated
Please refer to the below link for 7017 release notification http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& You can download the latest 7017 ppm from the below link. http://bonitas.adventnet.com/servicedesk/16Jun2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_17_0.ppm Web pages will be updated shortly Thanks & Regards, Srikrishnan
Error when adding new licenses
Hi, When trying to add a new license the following message appears: To display the web page again, Internet Explorer needs to resend the information you've personally submitted. If you are making a purchase you should click cancel to avoid duplicate transactions, otherwise click retry to display the web page. When you click retry the current license allocation gets jumbled up, which means I have to reallocate the licences. Just trying to find out if this is a known issue or if im doing something
Change Requests don't work properly
If you have selected the change type as Standard, it will be an approved change. Rather we can call it as a Pre-approved change which does not require any approval procedure.Now when you raise a change request, the Approval Status will be by default as N/A as it is neither approved nor rejected.Rgds,Hima
Group to Technician relationship in Crystal Reports
Hi. I am trying to write a report based on groups and technicians in Crystal Reports against the SDP database, however, I can't find the tables where the relationship is made. I did find the workorderstatus.owner field for which technician is assigned. Also, how does the system display "Unassigned." Is it a formula somewhere that calculates the value, or is that stored anywhere? Thanks for any help anyone can provide.
Auto-populate requester asset in 7016 doesn't work
One of the features promised in 7016 was the auto-population of the asset field if a requestor is selected that only has one asset assigned to them. This doesn't appear to work for us.
Upgrade to 7017
Some of us found that you can't edit existing tickets - it creates a new ticket with the edited data in it. We've followed up in the release topic, but I thought I should post a separate item here as a warning in case anyone doesn't read it. Regards, Dean Adventnet feel free to update/delete the subject of this post if you find a quick fix rather than have to release 7017 :)
Serious issue with hotfix 7016 - 'Edit' option broken
In build 7016 if you click the 'Edit' option in a request and make a change to it a new requests is added with the same details instead of the existing one being edited. Others have reported this and I have been able to re-produce it. This is quite a big issue and needs to be fixed quickly.
4 week Reports
The date filter on SD reports has options to run for last week etc. but doesnt have an option for the last 4 weeks, is there a way to get this set up so that we can select last 4 weeks (or last nn weeks even better)
Which Database is best suited for SDP?
Hi, if you have a choice of MS SQL or MYSQL which database would you run with SDP software and why? Thanks for your time. rsnellman
Asking for SLA in SDP!
Our customer need a case study on how to effectively build the SLA for their organization, such as: - Can the request escalate to higher level, and if yes, how to do it? (currently we can only escalte to higher posisition so that other technician know the requests and solve it, but the request is not automatically go to higher level of SLA) - Can we set same situation for Problem? - How is the relation between SLA and IT Services in general? Best Regards, - Hau
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