Work around for Importing Users when using AD authentication
I just wanted to pass along a work around that I thought of as I was talking with one of the ServiceDesk Plus support reps. When I first installed SDP and imported our users as requesters using the AD import feature I found out that if I wanted to add another 10 new employees to the SDP system later that I would have to import ALL users again rather than just being able to select those 10 new hires. Well, all you have to do is create a temporary OU in AD and put those new users in it and then do
windows domain scan issue
we have two office, on office location is hk. and the others is mainland PRC.and now, we have a problem with SD plus windows domain scan issue. 1.the hk office SD plus can scan the local pc (only hk's pc)but can't scan mainland pc. 2.installed a doem SD plus in mainload office, and now, can't scan hk office pc.all mainland pc can scaned. 3.two domain, the hk domain is abc.domain, the mainland domain is efg.domain. 4.client pc inclued xp+sp2(enable firewall) and windows 2000, I can't ping a hk office
Requests received by email DO NOT APPEAR
When requests are picked up by the system via email they are deleted and the details of the email are not added to the system so we end up losing the job request. Nothing is shown in the System Log Viewer. It was working fine when we ran 5004 but it has been experiencing this problem since upgraded to 5007. We are now on 5008 and fully licensed (although we have been licensed since 5004). Please does anyone have any suggestions?
Assets Pie Chart - What is Other?
We've now populated our assets database with 880 products but on the Inventory page it's only showing 7 categories, 6 of them are my categories and the 7th is "Other". I cannot find any reference to "Other" so I'm a little confused where this is coming from...
Quick Create
Is it possible to remove the quick create Ticket option from the requestor screen?
Funny / Weird Date Stuff In Crystal Reports
Hi, I'm running a report in Crystal Reports which pulls in the end date of a contract. I have located the field in question, maintenancecontract.todate and noted that the date is in epoch format. I have created a formula in Crystal like the following: Function (numberVar x) dateadd("s",x,date(1970,1,1)) However when I punch in a date like 1172390400000 I get a crazy output of 09/13/1965. I gather that the number field in Crystal has been exceeded and this is giving me the gibberish output. Any ideas
Salute to SD+ Support team !!!
HI Thanks for build 7 (!!), It fixed my biggest problem with fonts in e-mails fetched from lotus account. Now i can go on with my work for real. I also want to thank you for fact that in each update you are fixing some problems that i reported some time ago, so with small steps we are closer and closer to full internationalization and full functionality of your software in my company. Best Regards Bart
Hotfix to migrate to buils no. 5007
Dear Users, We have released a Hotfix to migrate ServiceDesk Plus to build 5007. You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh for Linux installation of SD+) from [ServiceDesk-Home]\\bin folder 3. At the start of patch installation, option will pop up to take backup of data. If latest backup has not been taken, use the option to take backup of
Using images in notification e-mails
Has anyone worked out how to use images in e-mail notifications from ServiceDesk Plus? Cheers Stephen
RequestLink shows old web server port URL
We have just changed the web server port for ServiceDesk Plus (5007) using the <<Changewebserverport.bat>> batch in the BIN folder (changed from 8080 to 80) ... worked perfectly for the web interface. However, now when e-mail notifications are sent out about requests, they are still referring to the old web server port ... and thus the Requestlink's do not work. Is there somewhere else this needs to be updated ? Stephen
Which Develeopment Tools are used to build Service Desk Plus
Hi Guys Now i know that Service Desk Plus is built on Java technologies. But my question is what development tools in specific are used to develop this wonderful application. Thanks and Kind Regards
Add New Roles
In the User Role, there are 2 role name, SDGuest and SDAdmin where as SDAdmin we can do everything. Now i want to make a new Role for my Superior where he only can see all request accepted by technician. the name of role is SDManager where he can View and Add all feature. Now, as SDAdmin we can see Report Tab, but why in SDManager is not found Report Tab...? because as a Superior he have to can see the performance report from each technician. whether can be peeped out the report Tab...?? Thank's
BUG: Assignment of techs doesn't take the first time
I�m finding a problem that is quite unusual. I�ve set up a number of technicians, back when we were in 5.004. I believe I made them technicians by finding them in the requesters listing, and then making them a technician, applying a license to them, and then granting them roles (some at admin level). Today (I�m now on 5.007) I turned our help desk software over to some other techs, and when they logged in, they had REQUESTER level screens. No ability to look around, etc. (Remember, they�re set up
Removing SLA for workaround on default due date
The SLAs already setup in the sytem had default rules set which automatically creates a due date. To try to stop the creation of an automatic due date we removed the rules from the SLAs. That has made all new requests overdue. If we manuall change the due date, this is ok until someone edit's the request. The due date then is automatically calculated again and the request becomes overdue. We can't delete the SLA's entirely as the system returns the error "FAILURE : Could not delete the selected SLA('s).
More Feature requests / Changes
There are a couple of things that I'd like changed. Perhaps other people have requested them also. Please echo my comments if you agree. * Often the width of the combo boxes for certain areas are too small. This can be seen when creating a purchase order which can sometimes be difficult as I cannot distinguish different products in the drop down list. They are truncated. When creating a request, the categories with longer names are cut off - this is the case in the drop down list and the pop up window.
Technician Role
Can anyone tell me how to allow a technician to be able to pick up tickets but not assign them to other technicians. Also, is there a way to have a Mgr (technician) the ability to assign only specific technicians but not all?
Suggestion for capability - Manager view
The current licensing setup turns out to be a waste for us, as we have 10 licenses, with 5 help desk people (1st line) and 5 2nd tier people. But the managers would like to be able to view the queues, generate reports, etc. Assigning the licenses to the managers to be able to have the capability to generate reports, look at queue wait times, etc. wastes a license for each manager that wants to do this. Can I suggest a "Read Only" or Manager capability that allows for some areas to be seen/printed,
Non numeric "Telephone Extension" gives error
When entering a new request in ServiceDesk Plus any non-numeric number in the "telephone extension" field gives a popup error of: "Please input a valid number for the field under Additional Request Details." Users are confused because it does not point the "telephone extension" field and our number and extension are the same so many times they enter 503-123-2345 by force of habit. Is there anyway to fix it or get it to give a better error? Thanks, --Todd
Were comments made for queue/tech assignments at same time?
I noticed that assigning a ticket to a tech doesn't assign it to a particular queue and vice-versa. Was there some discussion about this, as a future enchancement or as a solution to be done now? I wanted to know what to tell the other techs as far as when/how this would be implemented. Justin Masters
Improvement Request - disabling notifications for select tix
We have auto-generated notices that come in as a result of UPS warnings or failures, the status of backups, network dropouts, etc. Each email coming in creates a ticket. We want to implement notifications for those real tickets created by users emailing in requests or via phone or web, but NOT for replies to auto-generated notices. While I can set up business rules, they can't be used to exclude a particular automated ticket from generating these notifications. I also don't want to have possible
Color scheme for users makes announcements hard to read
I've put in an announcement, and admins can see it very easily. But users cannot see it easily. Can you fix the color scheme (background color) on announcements for users? Justin
Successful scan after failed scan fails to clear status
This info pertains to what you see as an admin in the following area: Inventory->Workstations->Show All-><desired workstation> I had problems with a Client scan on an XP SP2 machine, with the error showing: Under the General Info portion, I see "Connection to RPC server in the workstation failed." After opening port 7 in the firewall and running a scan, I see just under it: Last scanned : Mon Apr 03 14:10:47 PDT 2006, Scan Status : SUCCESS. [Scan Now] But the General info portion still shows a failure
Problems w/scanning XP SP2 again
I know I have previously done an extensive scan & sniff session for scanning an XP SP2 system with SD+ I documented the firewall logs, analyzed network traffic with and without the firewall up and with exceptions made for firewall rules. I put all that documentation up here in the forums, and watched as several other people complained that despite my hints or the hints of the SD+ support people or tricks from others, that there seemed to be continued problems with scanning SP2 systems. Now, I don't
Issue with Notes addition to job
hey we have a little issue we need to be able to update every one when anything in a job is updated we have got our techs to use the notes feature and have made our users do the same when a user / requester adds a note he can click on email inform tech of note addition (see screen shot for what check box i am talking about) however when the tech adds a note the requester will not get a email saying that a note has been added is there a way so when a tech adds a note the requester is notified and
Categorizing the user forum?
Hi, we're new SD users and SD forum users as well. I was wondering if there are plans to break the forums to specific categories instead of having a free for all user post for SD? The search button is nice but sometimes you get too much results that you dont want to or have time to sort through especially when you have to manage other things as well within your company besides making SD work accordingly! Here are some suggestions to break down SD forum section; Announcements SD Future Suggestions
Forward dialogue box error
Hi There We have just upgraded to 5006 from 5004 mainly for the ability to edit html requests. When looking through the system, I've noticed that when you have a request with a few attachments, then choose the forward option, the dialogue page that is displayed shows the text edit box on the far right of the page. See attached screenshot. Also, in the readme of 5006, you state "# All the notification dialogs now have a directory look up tab for the TO and CC fields." I don't see this option on the
Technicians to select for ticket assignment exceed licenses
When assigning a ticket to a technician, I am given a list of technicians that includes names that do NOT have licenses. These names were put in, under the assumption that we might have a floating license capability (15 people as techs), but when I went to assign them roles, I was stopped at 10, as per our license agreement. However, those extra 5 still show up in the list of technicians to assign a ticket to. Justin Masters
Hotfix for migrating to build 5006 is available
Dear Users, We have released a Hotfix to migrate ServiceDesk Plus to build 5006. You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh for Linux installation of SD+) from [ServiceDesk-Home]\\bin folder 3. At the start of patch installation, option will pop up to take backup of data. If latest backup has not been taken, use the option to take backup of
BUG: User doesn't REALLY log in with domain credentials
I had a new account created in our domain, and waited for 10-15 minutes to make sure it was propogated out. I was unable to log in to ServiceDesk Plus using the username, password and specifying the domain. It appears there is no contact with the domain to see if it's a legitimate username. I went in as an admin, and created by hand a requester with the name/password I had created. I attempted to log in again as the user, and was able to get in, even though I specified the domain credentials. Then,
Template Change
When I originally set up our site, I used the default which was port 8080. I went back and changed our port which is working properly, however, the $RequestLink field in the email templates is still passing the port 8080 info even on newly created tickets. How can I cange the $RequestLink info? Thanks Scott
How to solve outbound mail error problem?
I tried sending out notifications on different events, as per the capabilities selectable within SD+. (inbound works great, and is creating tickets on the fly, but outbound isn't working) No mail apparently gets through, and the logs show: Exception while trying to send notification for the request. I've tried various mail servers, and with/without authentication, but the mail just isn't getting out. SD+ is on a new 2003 Server box. Documentation seems to be sparse on this area. Justin
Replying to posted tickets
When tickets get posted, and our technicians are using the reply to feature, the users are getting the info as they should be. When the user then hits 'Reply' and sends their reply, it is being posted as an additional ticket instead of being added as an additional email in the same ticket. In the 'help' information on the setup screen, it suggested using the same address as for your incoming mail. Is there something that someone can think of that I've done wrong? Or is this a glitch?
Upgrade from 5.005 to 5.007 failed
I got the following ending to an upgrade from 5.005 to 5.007 INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version Apr 11, 2006 3:01:18 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execut eCommand INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version before checkApplicableBuild ...................... inside checkApplicableBuild ......................
BUG: Combo boxes in requester forms still broken
As an admin, I put an additional requester field into the form, with it being a combo (selection) box. It still shows up in the user requester window as a single line, with the 1st item shown. Can this get fixed? thanks, Justin
Survey results
Is there an easy way to view all survey results or do you have to click on each closed request to see who has completed the request We have over 300 people using the helpdesk nd it seems very time consuming if there is no way to know who has completed the survey. Would be better if functionality could be included to view the current survey results all at once and even the previous survey results of everyone, you could even put a start and end date on the survey.
migrate from build 5000 to latest
we have build 5000 and I see no upgrade path (only from 5001) - what do we do?
Notification dialogs and directory look up tab
I have looked at the reply to requester notification which we use quite a lot to keep history. I might be reading this wrong but in the Features for SP6 it says that notification doalogs now have a directory lookup tab for the to and CC fields The only lookup I can find is a drop down window if you enter the first letter of a name, I cannot find a directory lookup tab, which I thought would be a button and then you could select from a alphabetically list??
Customising User's Homepage
Hi, Is there a way to hide "My Details" and "Change Password" from the user's login? Also, can SDP be customised to use UK English? Thanks, MJ
peanutp
Was there supposed to be a feature in 5005 to allow the use of mandatory boxes? I would like to make fields etc.. mandatory when technicians log calls. cheers Pete
There are features to managing tickets from several customer
I would like to aks for information about using service desk plus to manage incoming calls (tickets) from several customers and grouping those calls into diferent organizations. E.g.: Customer A open a ticket for company X and Customer B open a ticket for company Y and Customer C open a ticket for company W. Is that possible? And about the reports to control the number of tickets per Company?
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