Email Request Feature
I installed ServiceDesk Plus 2 days ago. I setup the incoming & outgoing mail server settings and emails are going out to the technicians as they are supposed to based on the notification settings. The one thing that is not working for me is the email to servicedesk mail box and the conversion of email into a request. The mail fetching status is Running. Anyone have any thoughts why the emails are not getting converted into requests. PS Great product. Once I have this working my boss has blessed
Log in screen
In SP 6+ when you connect to the login screen you have the administrator and guest accounts displayed. When I click on dont display these items I get an error on page error. Any ideas ?
Email Communication
Hi Recently, I upgraded the SD+ from 6000 to 6011 but there is a problem in the email communication. Alert Technician by Email when a request is assigned, Alert(or Notify) Technician by Email when there is a new reply from the requester and Send e-mail when an Application Error Occurs (For eg., Mail fetching problems) are not working Even, Submit request for approval doesn't work as well I got this message when I submit request for approval HTTP Status 500 - --------------------------------------------------------------------------------
i cant change language
hi. Im trying to change the language settings, but in the personalize link dont appear nothing related with the language option. Just appear the change password option. Im testing the free version of servicedeskplus. Is that related with the language option? so , how can i change the language to spanish? Thanks in advance regards
Requester/User Help File
Is there a 'Requester Help Manual' or some such that can be provided to the end user/requester so that they can be shown how to open requests, etc?
Prevent users from creating a login at Self Service Portal
We use SD+ 6 and, when we have established that only some type of requesters will have a login at Self Service Portal. To accomplish this we don't fill the correponding fields at the requester profile. Later we find out that, if we send a mail to that user he may enter the portal and create the requester account. How is it possible? How can I prevent this from happening? Thanks
Notification Emails
When a notification email is sent to the technician that a new task has been created, the link on the email is different from what is in the notification rules. It should be "http://ServerName/$RequestLink" but instead it is http://HelpDesk/$RequestLink. How do I go about fixing this?
Approval Notification dont respect line break
We use plain text messages and our approval notification template is something like this: ------------- BEGIN ------------------ Foi registado um pedido que necessita da sua aprova��o para que o mesmo tenha seguimento. Os detalhes do pedido podem ser consultados em: $ApprovalLink Atentamente, $Technician Servi�o de apoio ao cliente -------------- END --------------------- But the notification is sent like this: ------------- BEGIN ------------------ Foi registado um pedido que necessita da sa aprova��o
Requests are being created twice
Hi, Every time I create a job in SD+, it creates it twice, assigns different IDs to it, and (I think) therefore emails the Requester twice. I'm a Technician with full access, and we're using Build 6005. Is there a resolution to this? Cheers, Peter
Delegate security
Dear all, We are an international company with HQ in the Netherlands. The ICT is centrally arranged and our intention is to implement a central helpdesk/asset database. Currently I've setup Regions, Sites and Departments. I want to be able to delegate control for e.g. Asset management to my USA administrator (Region) and my German administrator (Site). How to set this up? Regards, Ralph
Merged case numbers
We had a client chasing up on a job this morning and when I searched for the job ref it couldn't be found. It turned out to that the job had been merged with an earlier one. Would it be possible to still be able to search for the job based on its original case number? Even if it pointed us to the merged job. Thanks
Web Alisa
In SD6 + I have entered an alias of support:8000. However when I attempt to connect it cant be found. When I type in http:\\euapp01:8000 it works. What am I doing wrong or not doing ? Pls Help. Thanks
problem in updating the Technician attributes
Dear support team I have problem when I try to update or delete technician. this problem happened since 1 week and therefore I upgraded the Sd+ from 5003 to 6000 but the problem still existed can you help HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception org.jboss.tm.JBossTransactionRolledbackException: null;
Problems with Incoming mail appendage to conversations
Hi, I am encountering problems with some incoming mail being appended to conversations within a request. I have successfully enabled the incoming mail function and been able to integrate some replies from requesters into the appropriate request conversations automatically, however from some requesters (notably users from our corporate addresses!) SD+ fails to recognize that there is a request associated with the reply and proceeds to open a new request based on the email. My question is how does
\\r\\n in solutions and requests
Hi all. Although there appear to have been no new re-occurences of this problem since updating to 6010, we still have a lot of requests and solutions which contain \\r\\n entries in the text. Is there a way of removing these all in one go please? Thanks
Turn off Authentication
Running SDP 6.0.0. When a user sends in an email, they get an email back with the $requestlink. When a user goed to that page, authentication is required. How can I turn off authentication for users. I want them to click on the link and go right to the status of their ticket page. Kevin
Saving a Request to PDF, HTML etc
I noticed in many locations info can be saved to many different file formats instead of printing. This would be great for a Request. I can print but I need to save a PDF for e-mailing. Sometimes requests need to be passed along to ppl who cannot access SDP. Is there a simple way to save the complete request (as it is printed) to PDF. Cheers Mark
ServiceDesk Asset Module
Hi, Are you planning to update "Asset management" module? I've been using it and it has some incapabilities that I really would like to have. Some of them are *Import from CSV and assign approproate *Department* not only users. (I saw some user requesting the same issue in the past thread in this forum) *Filtering function and add colums in asset list screen (which workstation module has) *"Add new asset" bottun sometimes works as if it's an Update bottun. I entered bunch of entries using add new
Using own mysql database(localhost)
Hi, In SD 7 the mysql server is used that is included in SD 7, but now i have a problem doing insert i some tables. insert into approvalstagemapping values (100,120) When i do above i get error that it is not possible, when I copy the db in my own sql database. The version of mysql I use there is 5.0.45 and there I can insert without a problem. The error message I got when using mysql from SD7 is: Error Code : 1216 Cannot add or update a child row: a foreign key constraint fails After this I have
Big Brother
Is there a way to get BCC-ed on all incoming and outgoing Service Desk emails\Notifications? I could look through reports to keep an eye on the status of things but it would be much easier if I could just get emailed when a request is created/sent for approval or closed. I'd say there needs to be a Manager Role added but I'll save that for my 6 Month Feature request post.
Where are the new manuals for Version 7.0
We cannot properly install, configure or evaluate the program without proper instruction, can we at least get the online version up on the new features.
SDP 7.0 Enterprise - Change Approval Status
Can we please have a run down on how this works, I've created two test changes, one was automatically approved, the other wasn't and I can't find how to either set automatic approval or change the approval status manually.
SDP 7.0 Enterprise - Enhancement Requests
I'll keep adding to this as I go through the new product, understand that I commend you on an excellent upgrade but just think with some tweaking and minor improvements it could be awesome. Support Contact Address Book I've started a picklist custom field for this but its not very efficient. I'd like to see and address book so that we could assign support contacts to requests, problems etc to enable the easy lookup of support phone numbers, also would allow the ability to "Forward Request to External
Possible Bug - SDP 7.0 Enterprise - Change WorkLog
When creating a worklog, if you change the time away from the current time it loses this information, even if your go back in and change the time back to the current time it still won't display. If you don't change the time it works fine
Indentifying users in a workstation Scan?
- I just made my first domain scan using SD7, and was wondering why the userID on the identified workstations isn't found?. - Since SD7 can see a lot of other config. (HD,RAM Machines Serial# etc) then how come it does not return a userID as well?
Resize logo
Hi, I want to change the SD logo to our Co's Logo. I have already import our Co's Logo. My Co's logo was in square size, but I notice that the SD logo was in rectangle. So, after import my co's logo, it resize in a rectangle. Can anyone tell me how to fix the logo size to be the one as save in the uploaded image, which for my case is in square size? Thanks for everyone in advance. Best regards, Carmel Lee
Backup / Restore
Having a run at rhe new version. Played with 6.0 a little but was waiting for release of 7.0 Now that everything is running fine (so far) the questions begin. Of course my first item is backing up since this is more important in my books. I see there is a method to backup the database etc but I was unable to find any automated restore methods. Also, does the backup allow you to move to another server then restore at the new location and continue as if nothing changed. Cheers Mark
Possible to hide Purchase tab?
Hello, Is it possible to hide the purchase tab? Thanks!
Is there an incomming mail cache?
Is there a place where incomming mail is stored that I can clean up? I originally setup my incomming and outgoing mail on an account that had an auto responder, now I find myself recieving a lot of trash every time the fetch takes place. I have since turned off everything in the notification rules but they continue to come in and the content of the mail is from that account I originally used. Anyone have any ideas? Thanks
Add Business Rule
Hi, When i create the follow Business Rule the service request will not put in the right group. Rule info What a new request arrives; * Request type is "Service request" Match the follow criteria; * Change status to "Wating for aproval" * Place in group "Not Aproved ServiceRequests" * Assign to "Aprover" The only thing that he is not doing is add RFS in group(update status and assigning going ok). The reason why i want to add RFS in group is that we do not want to have RFS without group info(better
BugL SDP 7.0 - Urgency descriptions point to changes instead
Name Description Urgent This Change require urgent action to be taken High This Change has urgency level high Normal This Change has urgent level normal Low This Change is low level urgency
Security Masking
With SD 7 Plus beta I have a suggestion relating to masking. While I appreciate that this is designed primarily as an internal tool, there are times wheren you want to quarantine information from one group of users vs another. For example if you have a large company with different divisions, and you have proceedures on how to access say local proxy servers or local mail servers etc (in the knowledgebase) it would be good to be able to mask or set some permissions on accessing this content so you
Workstation/Asset CSV Import in 7.0
Hi, A quick question - is the Location field in the field mapping screen suppose to map to the Site field under the Assets / Workstations screen? If not, what are they for ? Thanks, Wayde
Migration from Asset explorer to SD +
Hi Support. I am currently evaluating Asset explorer 4.0.4009 i have some 250 assets in that. is there any way i can migrate this to Servicedesk plus 7.0 enterprise. i dont wish to maintain two diff softwares when i can use only one for the purpose. Regards Prasad
Bugs report for SDP
1. Default value don't work when user send e-mail to open request 2. Cannot click back and forward between Request and Resolution tab. The message that you type will disappear. 3. Workstation ID haven't change when we change requester in edit mode 4. Cannot remove attachement when forward request. The recipient will get all attachments with ticket. 5. Cannot change font format in approval dialog whenever you change its go crazy
Scanning a seperate domain from the native one
At our facility we have two domains, we'll say A & B. Domain A contains the ServiceDeskPlus server (v6). Now I am trying to scan Domain B, and I can get service desk to connect to see all of the OU's but it fails when I try to perform the scan. From running netstat while I do the change it looks to me like service desk is trying to connect using NETBIOS names, and not the FQDN, is this the expected behaviour?
Bulk Moving users and workstations to a department
Dear all It would be of great help if you could assist me in doing the following task. Right now i am in evaluating phase of SD Plus and found it very attractive. 1. Moving the workstations or users to a particular department simultaneously..I know i could not do it using the webinterface.. I wonder if this can be done by logging into the MySQL databse.. Otherwise it is hard to move more than 1000 users one-by-one 2. If I have made a user or a workstation part of a depatment, whenever the request
New Request -- Field on right compressed
On the new request form I have a problem where a custom field is appearing in the right hand side of the "Category Details" section compressed down to about two characters in width and it is very difficult to use and read. Please see the attached screen shot. The field ("Project Number") needs to be wide enough to show 12 characters. The fields to the left of it do not need to be anywhere near as wide as they are currently appearing. Is there a fix for this or a work around I can use? The field is
Missing Wrapper.exe in SD+ 7
I think the file wrapper.exe is missing from the installer. I've installed the SD+ 7 package. But the service didn't install. I know I can run sd_service.bat -i to install the service, but when I do it telling me that Wrapper.exe does not exists. '"C:\AdventNet\ME\ServiceDesk\bin\Wrapper.exe"' is not recognized as an internal or external command, Looking in the install logs, I don't even see it being installed. All I see is. Extracting bin\wrapper Tried to copy that and rename wrapper.exe. That didn't
Discovering Printers
Hi, Version 6 of Asset explorer used to find printers when running a Domain or Network scan, I have recently installed version 7 on a new machine but it will only discover workstations. I have also had to add my routers & switches manually but I only have a few of them whereas I have about 40 printers throughout the company. Any ideas as to why this is? Kind Regards Neil
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