changing the requester for a request
Is the changing the requester for a request feature avaliable ? are we gonna have this soon? Thanks.
Help With a Query Report
Hi Guys, I got the following MS SQL report off the forums about being How Long Until A Call was Picked Up: select wo.WORKORDERID 'Request Id', wo.TITLE 'Subject', au.FIRST_NAME 'Requester', au1.FIRST_NAME 'Technician', dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created date/time', dateadd(s,wos.ASSIGNEDTIME/1000,'01-01-1970') 'Assigned Time', (wos.ASSIGNEDTIME - wo.CREATEDTIME)/3600000 'Time taken to assign (mins)' from WorkOrder wo left join WorkOrderStates wos on wo.WORKORDERID=wos.WORKORDERID
Problem with some special character � � � � ...
Is it normal that when an user have one of this special character(�, �, �, �, ...) on his password, he can't log into the SDP application?? We are located in France and these caracters are used often, what is the best solution to me?? Is thre a patch for this??, Thanks
Kindly select an Asset
I searched the forum for this but couldn't find it. We have added a number of assets and when we try to amend the asset details a few days later (i.e. not at the time of the original entry), say to add an Acquisition Date, or a vendor name a box pops up and says "Kindly select an Asset" and it will not save the newly entered details.
HELP needed, upgrade problems.
We have recently upgraded to HD 7 and we can't find the report that would allow to display list of computers that would be filtered by their IP addresses. Where can we find that feature again? It is very important and it impacts our business. Thanks for any help.
CAN I IMPORT A XLS
IS IT POSSIBLE TO IMPORT AN EXCEL FILE TO ASSIGN NEW ASSETS TO WORKSTATIONS.
can i add more status to task??
is it possible to add more status to tasks in requests and cr?? currently there is just open and closed. can i add more than that like on hold and so on??
Weird behavior after switching to SSL
So I found several posts on these forums about implementing SSL using a 3rd party cert and have that working. However, now anytime you boot the server or restart the service, the initial splash screen (the one that shows the progress of SD+ loading) never goes away. The blue progress bar gets to about 90% and the words "Application Layer Started" are displayed. After a few seconds is starts appending periods to those words and continues doing so indefinitely. Now everything appears to be working
Broken link to "embedded" images in mail messages
There is a problem displaying "embedded" images in the mail message. It's a broken link to "embedded" images in the requests when forwarding or replying the message. The receipients recieves the message w/o images in the text. For example, there is an HTML code in the message, that I recieved into my mailbox: src="*inlineimages*WorkOrder*1*0.jpg". To view this picture in my mail client, i think, it must equals something like this: src="htp:**servername.domain*inlineimages*WorkOrder*1*0.jpg" Note:
Problem with reports
Our company is evaluating Service Desk Plus 7.0.0 Build 7012 and we are having a sort of problem with customizing reports. Seems like this feature works correctly only with English Display language set. I change Display language to Russian, then click on Reports tab, select �Reports by SLA Violated requests� at Report Folders, click on �SLA Violated requests by Group� link, push the Edit button and then push the Next button at the Display Columns screen. Once I get to the Filter screen I am able
Notification Problems
For some reason, SDP decided to stop sending out notifications to users/technicians yesterday. I managed to get it working again by rebooting the server, but that was only a temporary fix. Today, it will send out notifications of additions of notes will go through (if you tick the second box when creating a note), but will still not notify anyone that a new request has been created or closed. We have ran a test - sending an email from our server using telnet - that was delivered fine so it is definately
FacilitiesDesk ServicePack and HotFix
Dear ServiceDesk customers, Here is yet another update from FacilitiesDesk.... The HotFix for FacilitiesDesk (Build No.4001) over FacilitiesDesk 4 is released. This hotfix build can be applied over build number 4000. Following are the Issues fixed in this Hot fix: * In the Purchase Order feature the issues in E-mailing the Owner and the vendor are fixed. * Also the approval cycle issue is fixed in the Purchase Order functionality. * Yet another resolved issue in Purchase Order is that now the user
can i add more status to task??
is it possible to add more status to tasks in requests and cr?? currently there is just open and closed. can i add more than that like on hold and so on??
"Asset Serial Number" field cleared after 7 upgrad
Hello, I was keeping all the serial numbers for purchased software in the �Asset Serial No� field under Asset Summary. After upgrading to version 7, all the entered software names have transferred across to software under version 7 however I have last all the licence details as this field seems to have disappeared. Where has this field gone and how do I get all my licence numbers back?
single sign on problem
Hi, I have a problem that the technician can't see the picture when he click on the direct link in the assignment email, pls refer to attachment. Besides, the assignment email is not able to show the picture from 2 of our technicians. The login window prompts like attached. We are using Lotus Notes. Thanks all. regards, Wingo
unable to shut down service desk on linux....
hi,, the service desk plus was unable to shut down on linux any help tnx!!!!!!!!!!!!!!!!
Front-end / Back-end setup?
What's the best way to set-up SDP for use in a front-end / back-end environment? Can you set-up a server on a DMZ that acts like a front-end server for external users to access that then talks back to a back-end server on the private lan? We currently run SDP internally but we are about to open a new office and that office will not have secure access to our network, so what we are looking at is the ability for these users to access SDP via the Internet, (just as like a webmail server)
Asset update scan error
When I open an asset and start rescan workstation... its give an error How can I update my assets ? Version : 7.0.0 Build 7012 FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,208,865,477,137.
view all conversation in requests doesnot show all emails
i dont know if anyone is facing this problem... it happens at random so no idea how to recreate this problem as well. when a technician replies to a request using the 'Reply' button in the request template, the email does not show in 'View All conversations', but if i go to the email account for ithelpdesk i can find the mail there in sent items. for some reasons, it doesnot reflect in the call logged itself. no idea y it happens, and it happens at random, not that all emails are not being logged.
Cannot add additional asset field - Doesn't save changes!
I wanted to add an additional field in the asset portion of SDP for "IP Address." When I type it in and hit save, I get no confirmation. The text will remain there until I click away at which point is disappears. Any ideas? I currently only have 5 other additional fields: - Service Tag # - Express Service Code - Location - Sim Card # - Phone # Thanks guys.
HD 7 missing Network report by IP
We have recently upgraded to HD 7 and I can't find the report that would allow to display list of computers filtered by their IP addresses. How do I find that feature?
Exception while trying to send notification to the request.
I am using SD build 7008. I looked under System Log Viewer and saw lots of "Exception while trying to send notification to the request, module Helpdesk" error message. The message doesn't say what request caused the problem. And I didn't see any major problems in SD. Requesters and technician get notifications as expected. Does anyone have any ideas? Thanks
Supported Browsers
Hi, We use Safari 99% of the time as our company browser. The service desk appears to work ok with this browser but we keep getting a daft message displayed when clicking on New Request - See Attachment. Can we please turn off this silly announcement? It works ok and my users are confused by the message. Thanks, Chris
Tomcat 500 Error
When I am working with views and trying to get them come up we are experiencing issues. We are receiving the error that is attached.
Custom report for future PMs
Hello, I have set up many preventative maintenance tasks and would like to generate a report which would show me all future pm tasks, not only requests generated from the pm but all upcoming ocurrences of the pms. Any assistance would certainly be appreciated. Thanks! Brian
Technician no longer notifed when request re-opened
Hi It seems that since we have installed hotfix 7012 technicians no longer get notified when a request is re-opened. This may relate to the problem that when a reply is sent to an existing request a new request is raised and then merged with the existing. Can we have a fix released asap.
No escalation/overdue
I've installed SD+ on Win2003 Server/MSSQL. Since installation escalation and overdue does not work. I've found errors in logs: [10:47:43:687]|[04-14-2008]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[16]|: |com.adventnet.persistence.DataAccessException: java.sql.SQLException: Syntax error converting datetime from character string. at com.adventnet.persistence.internal.GetUtil.get(GetUtil.java:102) at com.adventnet.persistence.DataAccess.get(DataAccess.java:1153) ...
Service Desk stopped - mysqld-nt.exe
Hi We have this problem, we can�t operate the application service desk, correctly what should we do? � � Version of the product: service desk 7012 � Operating System: Windows Xp Profesional service pack 2 all the update available in server � Browser and Version: IE 7.0 � Details of the problem: o Start the service desk service, and few minutes late, appears an error where show mysqld-nt.exe detect a error and will close the application.
Cannot email reports on a scheduled basis
Problem: - I cannot get a scheduled report to email out. Situation: - ServiceDesk is emailing fine - for new tickets, updates to tickets and ticket closures. - Reports are emailing fine as long as they are not scheduled. Options: - I have tired emailing HTML, PDF and other formats with no luck - I have tried different email addresses (all internal to my microsoft domain & exchange server) - I have tried different report types. I really need to get this up and running for my CEO. Any ideas OR if this
Several Branches w/ Opmanager and Only one ServiceDesk Plus
Hi, I'm planning to implement ServiceDesk Plus on the company's Headquarters. I need to implement one Opmanager server on each branch, for a total of 3 branches, to communicate with ServiceDesk Plus. In other words, several Opmanager Servers to communicate with only one ServiceDesk Plus Server. Is this possible? In addition, I know that ServiceDesk Plus can be configured for SSL port communication. Can I configure the Opmanager to communicate with ServiceDesk Plus through SSL ? In advance, Thanks
Introductions
I am new to this forum and I think you all will help me to enhance my knowledge. I have been here many times and have always found this to be a great place for information and advice about a wide range of topics Paul
Help with custom report
I need to run a repot to find out what workstations have an intel 2200BG wireless network card. I didn't see network adapters in the custom report option. Is there a query repot I can run that will give me that information? Thanks!
Reporting Issue on WorkStations < 1GB RAM
Hey Guys, I'm trying to make a report on computers on our domain that have less than 1GB of RAM. Now in the description this is called "Physical RAM", and there is "Virtual RAM" for page files and such. When I run the report, I only get options for "Total RAM" and "Virtual RAM" Does this mean the "Total RAM" is the Physical + Virtual RAM? Can someone help me make one that will find only computers on the domain with UNDER 1GB (Not 1GB that is fine) just anything under the 1GB. I'd appreciate any help
CI removing themselves
Think there might be a slight issue / bug? My items are disappearing. Was there earlier this morning, just happened to have another look as I was matching them to my visio diagrams. I thought it strange at first thinking maybe I must have missed it. Few moments ago whilst adding missing CI's and checking which needed to be added via the tree view only to notice chunks are deleting themselves. Is there a limit to how many CI's can be added? BTW the tree view needs to be fix, I can hardly see anything
Custom Report throws Error.
I am attempting to create a custom ServiceDesk Report. I do the following: 1. Custom Report. 2. Tabular Reports. 3. TimeSpent. And then receive this message: "FAILURE :Unable to execute report : java.sql.SQLException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '327))' at line 1"" Why?
Customize - Are there any new skins or tools to skin with.
First I want to say, Great product! You have done a super job targeting our needs as far as functionality. I would like to customize my servicedesk. I have purchase this for my company and have added our logo. But I would like to change the the default icon, link name(AdventNet ManageEngine ServiceDesk Plus) to [our company] Helpdesk along with some mild (color) cosmetic changes to the UI. Do you have skin tools available or at least some direction on how to best tackle this request. Thanks in advance,
Purchase Order Printing Error
ServiceDesk Plus Professional (Trial) 7.0.0 Build 7012 When printing an approved purchase order, the Status field, which shows Approved when viewing the P.O. displays blank when printing or previewing the P.O. This kinda throws off using P.O.s because, when printed out, the assumption by the Finance Dept is that the P.O is not approved.
SLA escalations not working
I have a problem with SLA escalations. I am trying to add an escalation to email the ticket owner after 7 days of the call being outstanding. I setup a new SLA, set all the options and save it. However, when I click edit to go back into the SLA and ensure that the settings have taken, they're all empty again (and yes I am saving them). I was having this problem on 7009 so have updated to 7012 and the problem is still there. I already have an SLA that I put in on version 6 and that works. Any ideas?
adding .ppt files to solutions without attaching a file
How can I add a .ppt file to a solution body instead of loading it as a attachment?
pipeline report
Can I get report, showing pipeline/timeline of requests to track peak workload ?
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