Service Desk Notifiers external SMTP Mail
You can check if any virus scanners blocking any request from java.exe application. Disable this and check if this works.Rgds,Hima
Add words to Dictionary
Currently this is not available. We will analyze to include this in future.Rgds,Hima
mysql query error
Hi All, When I use this query in the My SQL Query Browser, it works like a charm, but I get a compile error when used within SD+. I'm running 7008, on a trial Enterprise version in English. The query I used is: select wo.workorderid RequestId, wo.title Subject, au.first_name Technician, date_format(from_unixtime(STARTTIME/1000), '%m-%d-%Y %k:%i') Onhold, date_format(from_unixtime(ENDTIME/1000), '%m-%d-%Y %k:%i') Resumed, TIMEDIFF(from_unixtime(ENDTIME/1000), from_unixtime(STARTTIME/1000)) 'Time on
SD+ 7009 crashes IE7 (Vista) on selecting sub-categories
We are unable to recreate the issue here. Please check if you are getting the same error in any other workstation for the same configuration. I would also like to know the category that you have added which cause this problem.Rgds,Hima
Changing the login page
This requirement can be done only if there is a thridparty integration for authenticating and currently the SSO in ServiceDesk Plus works only with the Windows authenticated session. We have this in our road map and will be included in future based on demand and priority.Rgds,Hima
Survey
When you have selected "Send survey after x requests from a requester are closed :" the survey email will be sent when every x request from one particular requester gets closed. This will take effect for the request which gets closed after the survey result have been saved.When you have selected "Send survey after x requests are closed :" each time a request gets closed, it will send for a survey.As per the current model, the survey results will get deleted if you delete the survey questions.Rgds,Hima
Web Services Down
In case when you are unable to connect to ServiceDesk Plus, you can follow the below instructions:Stop the ManageEngine ServiceDesk plus service in the Services window, if it is running. Then verify whether mysqld-nt is running in the Task Manager Processes list. If so end the process and start the server from the command prompt using <SD+ Home>binrun.bat scriptcmd> cd C:AdventnetMEServicedeskbincmd> run.batYou can let me know if you are getting any error message when you start it from the prompt.Rgds,Hima
Request Template - Auto Assign Owners to Tasks
I believe this feature is available in version 7. When you create a request template, you can create task associated to it and you assign this task to any technician.Hope this helps.Rgds,Hima
Scaning Macs
What are the plans to include macintoshs in a heterogeneous network scan? ~Jared
Sub Tickets/Task
Hello Group, I'm trying to figure out how I can use Tasks as sub-tickets/requests, whereby with a certain type of request using a template, automatically the correct number of tasks are created, and the request cannot be closed until all the tasks are completed either in random order, or in some cases, in order. Is this possible in SDP?
Request notifications when assigned to a technician
When a technician (logged in as themselves) picks up or assigns a Request to themselves they still receive a notification to that effect. I can understand that it is useful to have an email alert when a request is assigned to you by someone else but it is unnecessary when you have logged in yourself and picked up the Request. Could this be changed? Thank you.
Windows Domain scan
When new domains are found, they make them "public" domains which puts them in the drop down box of domains to log on. I have to manually go into ADMIN and uncheck "Public Domain" to make them dissappear from the drop down list. This is time consuming to say the least. How can I make it so that new domains are not setup as "public domains"?
is it possible to create two different 'new requests' forms?
Hi @ll I am wondering if it is possible to create two different 'new request' forms? One would be a common service desk request, the other one an order form for software, access to the file servers, programs to be installed etc. At the moment we do this by order forms (paper), would be helpful to do it in the tool itself. Problem is, we have hundreds of softwares and possibilities for access, so to built this in the common service desk form would just be too much. any idea? We could do it with a
Software as items to report on
I will forward your feedback to our development team that they analyze on this and do the needful. Until then you can let us know on your requirement on the SQL query that you need so that we can assist you in getting the query.Rgds,Hima
Version 7009 - Notifications not observing operational hours
Group Setting "Send notification to technician(s) when a request in this group is left unpicked" does not appear to observe "operational Hours" setting.
Backup job question
Hi guys, I have a question regarding the backup process. I have set up a backup schedule in our production environment. The backup job stops the service takes the backup and starts the service. I've noticed since the backup ".data" file is larger then 300 MB that the backup job takes approximately 25 minutes. Before it took only 7-8 minutes. Also when the backup job finishes the space on the drive where SDP is installed boosts with approximately 20%. I thought that maybe it expands the backup file
Component Import Fail - Array Index error (SDP 7)
I am getting a rather odd error trying to import some components to the Asset register of SDP7. It keeps failing with Error : java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 15 I've stripped the import down to 3 lines ( header and 2 data ) and still get that. Haven't donw any component imports for a while that I recall, Workstation just worked fine. Importing as IT Asset, Component. Kind Regards, Andy
SD 7 CSV Import Users - Requesters don
We are unable to recreate the issue in the latest build 7009. Please upgrade to 7009 and let me know if this issue persist. The unique field for the requester id the login name.You can refer the link below for the upgrade pack:http://archives.adventnet.com/service-desk/sdp_7009/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_9_0.ppmRgds,Hima
Issues scanning workstations in new child domain
For Windows workstations, please try to ping the target workstation from ServiceDesk Plus server using the simple hostname of the machine and check if the ping is successful.For Linux box, try to telnet to the target linux machine from ServiceDesk Plus server and check if the connection is fine and you are able to login successfully.Rgds,Hima
Upgrade from 6 - 7...What's your definition of soon?
"Upgrade pack for customers using ServiceDesk Plus 6 will be available SOON. Please DO NOT install version 7 over version 6. You will lose your data." Is it like when you're driving home from work and your wife calls and you say, "I'll see you soon"? Or is it like a Cronulla Sharks fan saying, "We'll win the premiership soon"? PS. Cronulla have not won a premiership since coming into the top-flight Australian Rugby League competition in 1967. What is everyone's definition of soon?
trouble accessing archive downloads
We were on the process of moving the archives to a high-end server and the difficulties that you had faced can be due to that. Please check the availability now and let us know if it works fine.Rgds,Hima
Link back to request from task?
I've noticed that when I click on a task in my task list, there is no way to quickly identify what request ID the task is associated to. Is there, and I'm just missing it?? We had hoped to use tasks in such a way that all of the vital information is on the request, and technicians could complete tasks assigned to them but could also look for additional information on the request as well. For example, a user request form is attached to the request that has a host of information regarding access requested,
Custom Filter View Options? Permissions? Eeeeeeeeeeep!
Can you post a screenshot of the view criteria so that i can understand it better?Meanwhile, you can try creating view with the criteria "Request Status is NOT on-hold". Additionally, i would like to know if the technicians have access to view all requests or only those in the group.rgdsAK
Notification fields
The upgrade pack to version 7 has been released which helps you with this feature.rgdsAK
Removing Additional Fields
I have just applied the Upgrade to 7.0 on a text version of our helpdesk and all appears to be working perfectly. There is however, one small thing with the Assets I'd like to try to solve. Before we used to have Additional Fields on Assets and Workstations. However, with the new features added in 7.0 these fields are no longer needed, but it doesn't seem possible to remove them. How can I clean this up?
Query Report
Use this query :select au.FIRST_NAME 'User', res.RESOURCENAME 'WorkStation', ni.IPADDRESS 'IpAddress', dd.DEPTNAME 'Department', ao.NAME 'Site' from SdUser sdu left join AaaUser au on sdu.USERID=au.USER_ID left join ResourceOwner ro on sdu.USERID=ro.USERID left join Resources res on ro.RESOURCEID=res.RESOURCEID left join SystemInfo si on res.RESOURCEID=si.WORKSTATIONID left join NetworkInfo ni on si.WORKSTATIONID=ni.WORKSTATIONID left join UserDepartment ud on sdu.USERID=ud.USERID left join DepartmentDefinition
User reply to incident emails generate new ticket
Did you check the reply-to address? Is it set to the email address from where you fetch emails? Does the subject of the email contain the ##Request ID## tag?RgdsAK
Error Code - 1,199,887,410,142.
The update is scheduled for release in 6-8 weeks time. BTW, can you join a web session to check out these issues.RgdsAK
Change Approval Problems
Can we setup a web session to analyze these issues? BTW, these issues were addressed in version 7009 and we were not able to recreate these issues in our test setup.rgdsAK
Workstations list and resource tag
Is there any way to have the "resource tag" listed without drilling into a workstation? The resource tag is my asset # of the device and be great to sort by resource tag and see them without drilling into a workstation.
Roadmap - Future Plans/releases
Not to let you rest now that the migration for V6 users is released - what is the roadmap for V7 now please? We have the requests section on this forum and the roadmap area for votes to be collected, but nothing as yet to indicate what is being worked on and speculative releases things will be found in. Will there be any feedback on the requests in the Roadmap area as to viability, likely release inclusion etc. You should know by now we are never satisfied, even if it were perfect there would be
adding work log should default to logged on technician
When adding a work log entry, the technician pulldown should default to the technician logged in and typing, not the technician the ticket is assigned to. The frequency that someone is recording work on behalf of the assigned technician is very, very, very low as compared to other members of the team recording their own work contributions. Build 7005 .
Moving from Pro to Enterprise
What's the method for moving from one version to the other? Can the later simply be installed over the top of an existing configuration, or does it require a fresh install and data restore from backup?
Catgeory levels in reports
Weve reently implemednted SDP and I'm refining call categories and sub-catgeories. When running reports, I only appear to be specific to the first sub-catgeory level (i.e catgeory = application, sub-category = accounts). We have in a couple of instances become more granular and have a furtther sub-category of Db lock (under accounst sub-category). But I cant see this when I use the search filer. Can you only go down 2 levels on categories when report filerting (i.e catgeory and sub-category) ?
SD7+ multiple service desk databases on one mssql server
Hi Guys, We are turning up three instances of service desk. They all share the same database server. Is there a procedure to rename the database. Any help you can give me would be greatly appreciated. thanks, -tb
SSL with Microsoft CA
I belive I am at an impasse with this software but thought I would try the forum before giving up. It appears to me that tomcat has no way of creating a certificate request that I can use with the certificate server I have on my Windows domain. Has anyone had success or know of a way to use a certificate from Microsoft's CA? Any help would be appreciated. Yossarian
timespent report not reporting dept
Im running a timspent by dept report. Departmnet is selected in display columns - but it does not show up in the report. Is this a known bug ? The report I get splist the time spent down into sections and a totla of time at the bottom, but by not showing the dept column, provides me littel use in terms of easily identifying what time we have spent of which companies of the ones we support.
Move Assed
Hi, SDP 7, does anyone know how to move an Asset to a different category? All my Switches have been detected as Routers and I can't find a way to move them to the Switches category. Thanks, Brian
Internationalisation of Currency SDP7
A grand title for a simple question I think. How do I make all the screens show a � ( UK pound symbol ) instead of a $ ( US Dollar symbol ) for all the costs. Just don't seem to be able to find anything in the admin section to do this. V7 Build 7009 Kind Regards, Andy
Users with international characters in usernam can not logon
The requesters i import from ActiveDirectory that has international characters in their username gets "Username or password incorrect" error when trying to login to ServiceDesk Plus Version 6.0.0 build 6012. When can we expect support for international characters?
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