Information in tasks
I could be wrong or missed something, but when I get a reminder for a task, neither the email or the task actually links you back to the original request. The Task ID is there but no request reference. Reminder details are Task Id = 902 Scheduled start date =25-Mar-2008 11:00 Due by date = - Title = VA FH - Chase this one up Created By : John Smith Description = Comments :
Attachments on software assets
I need to be able to atttach PDF files to software license assets. I don't see that capibility currently. Any plans for the future?
Error trying to view a custom request view
We have tried to make a custom request filter view on one of our sub-cats but we get a error message soon below? any ideas? Other filters do work :?
Moving application but leaving database
Hello Helpful posters, I am about to embark on a move of the SD+ application to another server(SD+ usage has surprised a few peolpe and the server it was initialled installed on was already being stretched)the databse is on a different server now, and will be on a different server than new installation of application if that helps? Anyway I want to move the application to another server and need to know what needs to be undertaken prior, the db will stay put though?? And can I move from 7.0.0 Build
Domain Migration and scanning new domain
I need to scan a new domain where all users have been migrated to later this week, and want to know the process? 1) Do I just scan the new domain and all old domain users are over written? Or 2) Do I have to remove all users from requetser list and do a brand new import, and if so, what happens to all requests in system. Hope this is an easy question, and I am guessing that the answer is #1 but thought best toask prior to meltdown :D
Reporting on priority against time to assign to technician
This impossible task is mine to carry out. I am trying to setup a report which shows how long it took to assign requests to a technician, organised by department and then by priority. I'm fairly sure this is going to prove impossible since, while there appears to be a response time (made meaningless by the automated response) I can't see any way to see when the request was actually assigned out. Indeed, finding such a value would also allow for reports on how long it takes for a request to be passed
\\r\\n have "returned"
We saw this type of problem last year and I think that it was Karthik who sent through a way of removing stray \\r\\n characters that were appearing in solutions. We are now seeing it happen in a custom field, and it is happening within the prompt that we put in the field rather than the text entered into this field (see image attached). When we look at the text in the custom field set up it looks fine. The text prompt is: Enter notes below: IP Address: etc etc Becomes: Enter notes below:\\r\\n\\r\\nIP
can we sent notifications when status is changed
I have created a new status in SD+ names 'test'. i want to send a notification to the requester once the status is changed to 'test' so that the requester can test the application. is it possible?? is there a work around to it?? there is a template for requester notification everytime the request is updated, but i dont' want to use it 'cos as technicians, we add in a lot of comments which the requester has no need to be bothered about. any possibilities???? thanks
moved SDP to new server have problems with requests
for purposes out of my control we had to move the SDP app to a different server with a different hostname. I knew I would have problems with request email that have already been generated but any new service request that is generated still contains the old hostname. so when a user gets a notification in an email the link has the wrong server name in the link. please help me fix. thanks
Allow to see all requests for the department
I tried to search the forums to see if this had be asked previously, but whenever I search, I just get a blank page... After upgrading from V6 to V7, all of the settings we had previously made to allow each user to see their department's request have been unchecked. It was tedious having to go in and check all <500 users before and I don't want to do it again. Is there a global setting to turn this on?
Survey Title includes sitename ???
Hi, When our users click the URL to complete a survey, the screen shown in the attachment is presented. You will note it says "Cincinatti" in the top left hand corner. Why is this? This is one of our regional sites. I'd like this removing. Thanks, Chris
Error trying to run reports
I get the following error when trying to run some reports. FAILURE :Unable to execute report : Error evaluating expression : Source text : "Generated by Bob Smith " + "on : " + com.adventnet.servicedesk.helpdesk.reports.utils.TimeFormat.getStandardDateFormat(new java.util.Date().getTime(),"MM-dd-yyyy HH:mm") Mostly on the "Requests" reports.
Emailed resolution link can't close call
I have managed to somehow break my user self-close request system. When a request status is changed to 'resolved' the requester receives an email with the following content. Your Request [ID:$RequestId] has been resolved. Title : $Title Description : $Description Resolution is : $Resolution Click here to Close Request (this uses close request link from content variables) $RequestAge If not satisfied, reply to this mail to re-open the Request This is all ok so far and you can click on the closerequest
A few Questions about ServiceDesk
I understand that nodes are any hardware device found when doing a scan. Can you get more than 250? If there are certain ones you do not want to be manages by ServiceDesk can you set it so they are not managed? Also with the technicians can you get more than come with the plans, also can you have all of them logged in at the same time? Thanks Eric
Duplicate records on asset page
On Asset page\ Scanned Software on some of pages i found duplicate records for one workstation. I can't delete one of records. How to delete it?
Filter View Bug - View returns no requests on Build 7011+12
When you use the Filter>Showing drop down box and select a custom view that filters on the Sub-Category no requests or Tickets are shown - its totally blank, Requests exist in the system with the matching Sub-Category but they are not filtered with this view. All the Techs are going CRAZY :-)
Error occurred while deleting SLA
When I try to delete an SLA that is no longer needed I get this message: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,206,546,525,044.
Single Install Multiple databases
I need to check the following, I am sure that this is not possible, but do not want to tell my CIO and have it thrown back in my face. It is not possible to have a single install with multiple databases is it?? Thanks in advance
Customize Inbound graphical View
Dear Team, Kindly suggest how to change or customize Inbound graphical View as request inbounded and completed count overlapping on each other
Cannot reactivate inactive item/sub-category
I have inadvertently deactivated a sub-category and one of it's items. Even editing the sub-cat or item to reactivate it does not work. If I try the sub-cat and click on save, it just goes back to being grayed out and inactive. If I try the item and click on save, it gives me an error that the Parent Sub-Category Cannot Be Empty. Any idea on how to reactivate these records? It also will not let me delete them to start over.
roles and rights
Hi, I want some Requesters be able to view some reports. e.g. my CFO wants a list of all open and all closed requests of the last quarter. But to create reports he has to be a technician, doesn't he? I don't want him to work on any requests, since he is no IT-personel. And I don't want to spend a whole license for him. Is there any way, a Requester can create reports without being a technician? I also want my IT-staff to change the due-date of a request. By default SLA-assignments create a due-by
Connection Failure
Good evening! First off, I am an extremely new user to ServiceDesk Plus; not with regard to help desk software and conceptual design. This software has been deployed in a medium sized company to centralize our problem tracking more efficiently; it has been working wonderfully for several weeks until this point. Users report being unable to access the application via Web. I have spent several hours researching the documentation and browsing the forums, though not more than a couple steps ahead of
Servicedesk Plaus Crashing all the time.
Since Monday our SDP has been crashing regularly. We restart then after a while it will just crash again. The event viewer is showing a few errors at the time of the crash? ---------------------------------------------------------------------------------------------- Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 21/02/2008 Time: 8:28:23 AM User: N/A Computer: AUNEVHOHELP01 Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't
Issues to be fixed in next hotfix
Hi Users, As explained in an earlier forum post, we have formed a customer focused development team which will rapidly fix the issues in the product. We have planned to release regular hotfixes (currently once a month) fixing the critical issues. Hence we could assure our customers that issues in the product will be fixed at a faster rate. After couple of hotfixes we will also focus to deliver quicker enhancements (targeting productivity for customers). But enhancements will be taken up based on
Major Problem with CAB approval Email after update 7012!
I get this for every approval from a CAB - PLease help, our change management is down until we get this fixed! Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_29_24921582.1207077539267" ------=_Part_29_24921582.1207077539267 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit Change Id: 19 Title: Update Service Desk Pro to build 7012 Change Type: SAP Change Approval Status: Denied Comments: $ApprovalComments ------=_Part_29_24921582.1207077539267--
Servicedesk Generating Ticket Numbers Randomly
Hi, I am using 7009. I am facing the issue from the last 2 days that the Service Desk is assigning numbers to tickets randomly. Please provide the solution for the same. Regards, Paresh
set security for request view
is there any way i can set security on viewing all the requests in helpdesk? we have many technicians and i want each one to be able to view only those requests assigned to them and not all the requests. is it possible??? A technician shoudl be able to view only those requests assigned to him, he cannot see those requests assigned to other technicians as well. possible?
is there any way to restrict the filter option for requests
in the request screen, there is a filter to view requests based on status and so on. there is any way i can restrict that view?? example, 'all requests' would display all the requests to everyone who is a technician. can i restrict that view only for SDAdmin??? each technician can view only his requests and not every other technician's requests.. is it possible??
requesters duplicated
any idea y some requesters are duplicated??? i import them from the active directory? can't we have some unique id for the requester?? on what basis does this duplication occur??
How to determine if a request has exceeded the agreed SLA?
We are busy evaluating SD and please need some clarification on how to determine if a request has passed the agreed SLA timeframe Example 12:00 Request logged with 2 hour SLA 12:00 Due date is set to 14:00 12:30 Call status is changed to �on hold� (Timer should stop) 13:00 Call status is changed to �open (Timer should start) Due date still shows 14:00. Should this not automatically be set to 14:30 to include the half hour the call was in a �hold� status? Current Configuration: Service Desk Plus standard
Alternative forms of advertising that works!
is anyone using alternate advertising like vehicle wraps? Car wraps seem to catch everyones eyes and when you controll prospects eyes you get alot more business. but is anyone know how to make money with a wrap? What target market are you hitting?
Forum Suggestion - Known Bugs and expected build - sticky
How about a sticky being put in here to cover the known bugs in the product and the expected release build that should address them. The reason I suggest this is that in a number of cases issues are identified and the support comment is a positive that it is now known and will be fixed either in the next hotfix, next update, minor upgrade etc. However to end users we have no idea if that means next week, next month or next year. That can then mean with each update the issue is re-reported and/or
How to get report to run daily to many email distro
I have create my own reports, Question is it has daily weekly monthly etc. But how do I get it to run each morning at 6am to many different email distro? So far I have to go in and manually do this? And maybe have it sent up to run yesterday with all the open issue , but show only the closed issue up to yesterday date, Not for every ticket that has been closed?
Deprtments in request view form
Hello. Can you add a column "Departments" in reqests view(Requests > All Requests ) in your next hotfix?
LACK OF SUPPORT FROM ADVENTNET
Our organization has been trying to get a resolution to an issue with Mail Fetching since 1/3/2008. The service request ID is 6015158. Several phone calls for a period of more than a week have gone unanswered and we are left entering all our service calls into a system that was touted as automated. I would emplore anyone from AdventNet to look into this issue and get it addressed as soon as possible. Our continued lack of support from your organization is effecting my staffs ability to service our
No Custom Fields under Workstations
I have created a few extra Asset Additional fields that I need and under every other asset category I can find them. However when you go into Workstation you are presented with a different screen and all your fields you have created are not available. Does anyone know how to enable them or get around the problem some how.
Active Directory import - where to exclude OU's?
Hello I'm running SD+ version 6.006, and would like to test my AD import function. I have seen the option to include / exclude certain OU's from the import, but cannot find it. Anyone know where that is? Also, if a user account in AD is disabled, but their account is not hidden from Exchange Global Address Book, will it import the user into SD+? And, if I disable and / or delete an AD user, will it also delete the requester from SD+? thanks in advance!
Scheduled backups question
Looking at the config wizard there is an option to schedule backups of SDP. Our current config of SDP has a backended SQL database that is being backed up nightly. Does anything else need to be done to backup SDP considering the backups of the database we are currently doing? Additionally, there is an option to backup the "File Attachments" in the SDP scheduled backup. Where are the attached files stored in SDP? Thanks, Anton
SDP 7 - issues scanning machines
Hi, We are currently using SDP 7 build 7011. After scanning a machine i have noticed a few bugs. The first is that after the machine has been scanned, the software is changing the name of the machine and adding the connection-specific DNS suffix to the machine name, when it should really be adding the Primary DNS suffix. This is causing a major issue, because after it changes the name you can not scan the machine any longer because it can not reach it. You have to change the machine name back to
CAFM FacilitiesDesk @ the price of CMMS
Hi all, Here is an interesting news... ManageEngine's CAFM product FacilitiesDesk is offered at the rate of CMMS. Yes! FacilitiesDesk starts @ $995. Also FacilitiesDesk�s annual subscription fee for 5 supervisors license: $4995 is now reduced to $3995 Hope that was good to know. For more information on pricing pl visit our FacilitiesDesk online store @: https://store.adventnet.com/jsp/fp.jsp?filter=10032&p=ManageEngine%20FacilitiesDesk%20(Annual) Pl feel free to pour in your feedback and inputs either
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