Back slash in title cause error (SD 5.5.0)
If you use a back slash in the title, there is a major javascript error. Javascript Code: // The desc and title will be stored as javascript so that the child window can refer them var timeEntryDesc = ""; var descToId = new Object(); var requestTitle = "C�pia de Pasta do F:\";
Requests for assistance
A week or so ago I raised to requests for assistance from the support tab of SD+ and have yet to receive an acknowledgement let a lone a reply. Where can I go to see to progress of the requests? Regards Paul
History
We have a call that has quite a lot of history and we are unable to view it all in the servicedesk it appears to have truncated it so we cannot se who closed the call. Is their a table we can look at in mysqsl to find this information. Cheers, Meso
Report generated with strange characters
When we customize some report, it's generated with strange characters, but another one work fine (almost reports are bad). See the example attached.
PM - Based on Meter reading?
Is there a way to automatically generate a Preventative Maintenance request based on value of a meter: Last Reading: 220 (hours) Current Reading: 320 (hours) Trigger - when Current-Last>=100 hours then automatically launch PM request. Thanks
report privileges
Is it possible to grant report viewing permissions to non-administrative technicians and requestors? Regards Paul
Escalation e-mails
Hello, I have a group setup where if no one picks up the ticket in 5 minutes an e-mail is supposed to go out notifying certain techniccians that the ticket is still in the queue. The problem is the system does not send out the e-mail until 10-15 minutes later. Is there a way to fix this? Thnak you,
requests for improvements
I would like to put forward the following requests for improvement: 1. A "verify connection" option on the create network dialog to test login credentials. 2. A link between the Location field on workstation to the location defined in Admin 3. The ability to limit the range of addresses scanned during a network scan thanks Paul
Merge Requests in Version 5.5
Is there some new trick to merging requests in version 5.5? I cannot find the button to complete the merge.
Customize PO?
Is there a way to change the "Workflow" / Customize the whole order of the PO? Since we have multiple Offices around the world, currency is 1 issue, along with multiple departments asking for diff. things. As well as getting it aproved by diff. people.
i am using manageengine servicedesk plus
hai i am using manageengine servicedesk plus when i try to import users from active directory its importing without any problems but with some users when they try to logon using domain username and pasword the errror message they are getting is invalid username and password but with some users i am able to login kindly help me
Run Inventory Scan of Network
Hi Can I run a scan of the Domain to look for machines and add them to the Inventory? It seems a bit time consuming to scan individual machines. Thanks
"Save and Close" button missing - Techs can't clos
Hello, We just did the hotfix to version 5501 on Service Desk Plus and now technicians are no longer able to close tickets. Only techs with admin rights can. Is there a way to fix this or remove this hotfix. I do not want to give the techs admin rights and they need to be able to close tickets. The problem happens when a tech goes to "actions" "Enter Resolution", on the resolution page the "Save and Close" button is missing. thank you,
Aquiring Workstation inventory issue
Hi, I�m trying the SD pro 5.5 and i�ve noticed an issue when aquiring the desktop inventory. Well its like this I�m in a domain introduce the credentials to query the machines in the domain and its working fine, were i�m seeing the status of how many machines have been aquired, but after a while the popup where i�m receiving the status of this operation says. "page not found error 404...." if there were some sort of a timeout. I would like to know how can i fix this? Then i�ve checeked the machines
Battery Name
Is there a way to inventory and display the Win32_Battery object for workstations? Thanks!
Preventing Purchase Orders from entering inventory
Hello! I am trying to configure Servicedesk to handle tracking my IT Departments purchase orders, but I've run into a small snag. Most of what we order is expendeble materials (i.e. toner cartridges) that I'd prefer not become part of the inventory, as it will rapidly get cluttered. Is there a way to designate a product type or category that should not be entered into the inventory when the SO is received?
messageboard searching - unrelated to SD+
I couldn't find anyplace else to post this, so here it goes. Can the search function please be improved so we can select which discussion group to search within? Unfortunatly, if I have an inventory problem, and search for the word inventory, I get back responses that apply to 3 or 4 different products. Is there any other way to trick the search engine into just showing us the results for SD+ ??
Unable to validate solution after update 5.5_14
I cannot validate anymore solutions (button validate is not here anymore) on service desk. I applied patch 14 v.5.5. Have you got a solution? PS : In US language, the button ADD is here, but in french version no more button "Ajouter".
Templates for different categories
In future is there any plan to add different templates (forms) where we can select different fields for different categories?
Default LOGON TO field at login screen
Hi Chaps, is there a way we can set the LOGON TO field to always pick a certain domain name? We have 4 domains + local authentication and it's a pain to keep pressings OPTIONS then choosing the domain. The only way I can find so far is to use the REMEMBER ME tickbox but that also remembers the password which doesn't make our auditors too happy.
Out of office logs a new job!
hi chaps, does anyone have a way to stop out of office messages logging new jobs? If I email someone from their call in SD, and their out of office is on, it replies and therefore logs a new job.
reports for non-admins
I just realized that a standard technician account doens't have access to reports, and there is no way to give them access without making them an admin. Is this going to be fixed?
Autologin based upon NTLM in IE
Is there a way to have the user sign on passed through internet explorer so that they do not have to login each visit?
Reports cuts off the request title
Is there a way to prevent the reporting tool from cutting off the titles of support requests if they are past a certain length? We are trying to create a monthly log, and it would be very helpful to have the full title in there for our records
sorting globalview categories on home page
On the golbal view tab on the home page, is it possible to sort the order of the requests by technician? I also noticed it is not listing all of my priority levels when I sort by that (I have added a few extra).
E-mails
I have been testing Service Desk with the latest hot fix. My doubt is if I could send notifications requests from the service desk to users outside my domain. For example, if the e-mail used by the tool is helpdesk@abc.com, could I send e-mails to user1@xyz.com?
Service Status
We use a product called Servers Alive to monitor services which we have publishing a webpage of traffic lights. I want to incorporate this into the front page of ServiceDesk so users can automatically see if something is down. Just including an iframe would do.
Backup Script Changed in 5501?
HI, I've recently upgraded from 5008 to 5501. When I ran the backup script in 5008 I could override the destination of the backup directory and the backup files where stored in a single directory. Now with 5501, I can't override the backup directory and each backup file is stored in it's own directory. The backupdata.bat files appear identical between the two versions but there is a difference. I've got a couple of questions. 1. How can I change the script so the backup files go to a single directory?
Contact Us Page?
Is there a place to put this on SD?
How to manage web server logs ?
Hello, It seems to me that you forgot to handle the included web server logs ... After less than two quiet (summer) months of use, I have more than 1.5 Gb of logs in ServiceDesk\server\default\log ... I can imagine what are files like "localhost_access_log.2006-08-20.log" and I will compress them manually for now. But what is log\archive\serverout.zip (200 Mb) ? What are serverout[0-9].txt ? Can I delete some ? Could you add log management in SD+ ? For example, 388 Mb of localhost_access_log.2006-07*
Notification to a group
I've a problem after upgrade to 5.5... ...the notification by mail to a technician didn't work when I assign the request to a group... Have any other this problem? In the previous release with the "queue" it worked fine. Luigi
Unable to run report
Dear support, I just purchased ServiceDesk Plus and I got following error message in new version 5.5.0 Please help. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Unknown table name specified ReportScheduleTask org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Requester - Additional fields
I am in the process of adding a new field to our "New Request" form. I would like to be able to add in a field where I can choose who the request will be for if it differs from the Requester. (This is the norm here for access requests) Except for the name of the field it would be a exact copy of the "Name*" field including the "userslookup.gif". Is this currently possible??? :?
Assigning asset ownership via the 'import csv' functionality
I am trying to import data from a barcode reader relating to assets not discovered on a windows network scan (e.g. monitors). I would like to assign the monitors to a workstation. I map the assigned to field in the import csv step 3 but the asset is not assigned to the workstation as expected. Does this functionality exist? Any help would be appreciated.
Custom roles
Is there a way to customize a technicians rights so that they can enter a resolution and close it but are not able to "Edit" or "Delete" the ticket?
users close their own tickets?
Is it possible for users to close their own tickets? I don't see any button that lets them do this.
List of questions
- is it also possible to auto assign the ticket to a tech guy ? - is it possible to have a template for the email so it will auto open the ticket with all needed info (for example - hardware problem , software problem) - is it possible to have the system auto generate an answer email , that the ticket as been generated and will be taken care in x hours .. (according to the SLA) I have tried over and over to setup outgoing mail and with no success have i gotten an email in my inbox. Im running 5501
Backup automatically
I saw your article on how to backup/restore manually, is there a way of automating this?
E-mail User Creation
Hi, i'm testing Service Desk and I want to know if it possible to stop user creation each time they send a request by e-mail. Can i have just one user for all the e-mails? Thanks
Pop Assignment
When requests are recived though email (POP3/IMAP) they aren't assigned to a category/group by default. Is there a setting to configure defaults for this type of a request or can a Business Rule do this?
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