Self Service Requester Template
I would like to create a template for the self service portal where the mode is set to self-service and without the option to change. I have tried this using the standard templates but if I make the change on the requester template it also stays with the technicians template. I need the technicians template to be different as this is set to phonecall. Does anyone have any ideas? Thanks.
Deleting Categories - Cannot delete a sub-category
I have manually deleted tickets relating to a particular sub-category, we have no problems in our database and only 4 changes, none of which use that sub-category. Thsi sub-category has no items. As far as I can tell Solutions use their own categorization hierarchy - am I missing some place categories are used? Please provide a sample script for all the places needed to be unhitched before a category / subcategory or item is allowed to be fully deleted (not just greyed out for no further use).
Asset Scanning issue
Dear Manage Engine, I am getting the below exception when I try to scan one of the PC in our network. We are using SD+ 8008 build with mssql DB. [10:01:36:452]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@612c02| [10:01:38:530]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@17d8bc3|
Excluding Specific User Modification Event IDs from Alerts
I have created alerts for event id 462 and 4738; however all user modification event ids are triggering an alert. Please help
Priority Matrix
This topic was brought up last year but the response did not provide a resolution. We are evaluating SDP and have an evaluation license for the Professional version which would be the correct version for us. However - we initially were evaluating Enterprise and it seems that one of the features we configured, Priority Matrix, has been removed from the editable options when the Professional Version license was installed. However we configured that feature in the Enterprise version. The problem
Can't login after migration to Linux
Hi, We are trying to migrate ServiceDesk Plus from a Windows 2003 server to a Linux server. Steps we followed: 1. Upgraded the Windows server to the latest service pack of ServiceDesk Plus (8.0.0.8009). Test local admin password - it's OK. 2. Backed up the database. 3. Installed ServiceDesk Plus in the Linux server. (can login with admin/admin or guest/guest) 4. Upgraded the Linux server to the latest service pack of ServiceDesk Plus (same SP as the Windows server - 8.0.0.8009). (can login with
cannot change the technician domain name
Hi, I am the Tech in ManageEngine and assigned as SiteAdmin including 2 other SiteAdmin, along with this we have 10 regular site technicians. Somehow, when I logged in today I don't see any admin rights, however I checked with another SiteAdmin to make sure the roles are assigned right to my user id and they are. We tried to re-add the roles but still giving us the same error. Then we found that every technician has a domain assigned under their profile in Manage Engine in Technician section, somehow
Requester receives two alerts when request Closed
When a tech closes a ticket the end user receives two email alerts 1. Request raised by you has been Closed 2. Request raised by you has been Updated Seems redundant to send two email alerts when request is closed Y Acknowledge requester by e-mail when a new request is received. Y Acknowledge requester by e-mail on receipt of the email reply. Y Acknowledge requester by e-mail when the request is updated. N E-mail user when a request is resolved. Y Acknowledge requester by e-mail
Change and Problem Management
Hi, Can we link problems to changes in SDP? Also Can we send emails to SDP and SDP updates the required change? You can do this with requests. Thanks Martin
e-mail templates
with Version : 8.0.0 Build 8009 i've noticed that the "Replying to a Request" under "E-mail Templates" now appends two carriage before the message, meaning each time I reply within servicedesk, there are two blank lines from where my cursor starts followed by the template message - this did not happen in earlier versions - any reason for this? many thanks mark
Approval - cannot see whole of reply
Hi, On the request screen under the approvals tab in SDP I cannot see all of the approval. The description only shows about 8 words. can I view this approval better? In the conversations it does kind of show but it is all in html format and unreadable. Thanks Martin
Business rules question
I am trying to set up some business rules, but they don't appear to be working. I am trying a test notification first. I have a site named "IT department". I selected Execute when a request is "Created and Edited". I checked Turn on cascade execution and Override request values with Business Rule values. When a new request arrives: Service Category is IT dept requests Perform these actions: Set Priority as "High" Assign to Technician <tech name> Notifications: I checked
8008 Mail Fetching has stopped
Since I upgraded from 8006 to 8008 mail fetching stopped. The settings work it makes the connection but it just stops fetching. Email sent to support
Application won't start automatically
I am using Windows 2008 server. Firewall turned off. I migrated the data from our other servicedesk from another server. Both servicedesk are on the same version, 8008 when I did the migration. Everything runs okay when I manually turn on the service by running the run.bat file.
User import - updated details are not correct!
Hi, I have edited a users e-mail address and re-imported from active directory only to find that no changes have been made to the account details in servicedesk plus! I checked the data in AD again thinking I maybe made a mistake, but AD is showing the new e-mail and correct e-mail address. I then edit another field in AD, the user's telephone number, and re-imported into SDP again. It did not update the phone details either! I then deleted the requester from SDP and did another import from AD. I
ServiceDesk page not loading on Windows 7 + IE8.
Here is my shortcut to ServiceDesk: http://servicedesk.****.*******:8080/HomePage.do. It works fine on a Windows XP machine with IE8. Now when I try it on a Windows 7 machine with IE8, it prompts me for my username/password, I enter it and hit OK, and then nothing happens. The page does not load. Why? Also, I have added the domain to my trusted sites, and have also tried Compatibility View, but it does not help. Thanks for your help in advance.
ServiceDesk Service Catalog template questions
We have spent a lot of time constructing a number of templates for use in the Service Catalog. Now, a few questions. 1. We would like to either lock or hide the Category from the user, so that the user cannot change this. We still want to view the subcategory and item, and the user can change these as needed. It appears that locking (or hiding) the category also locks or hides the subcategory and item. 2. We have several sites, each with their own set of templates and categories. But, I don't
ServiceDesk Plus remote Control
We are having a problem getting the Remote Control of workstations to work. The Domain Scan of the workstations works fine but not the Remote Control. Are there any other prerequisites to get the Remote Control working. When I click on "Remote Control" button for a WS the agent starts to install but fails after a few minutes with "User failed to authenticate your connection" Tried looking up help on this and found below but the links no longer work;- Support your remote clients or customers by
Sending notification failed
I can't sending email, Error below Sending notification failed. Error Code - 1,298,395,498,95
duplicate requestid's being generated since upgrade
we upgraded to 8008 from 8005 yesterday, and our technicians have noticed this morning they are receiving email notifications for new tickets that don't appear in the request queue, and upon further examination the new tickets are referring to old requestid's in a perhaps related problem, responses to emails generated by the system are not being appended to their tickets either I can only assume there is a sequence problem here, but searches on the forums produced the fix of creating a dummy ticket
DuebyDate in Notifications
I think I've found a small bug in SDP 8, no clue if it was in the brevious releases too. I've defined a SLA of 4 hours. So the DuebyDate is set on any Request. But when a Request is created and the notification is sent to the technican by a businessrule, the $DuebyDate variable isn't filled. in the Notification you just see $DuebyDate. but when you then change anything on the Request and another notification is sent, then you get the correct datas. Perhaps the businessrules are checked first and
Mail notifications [Resolved]
Hi, I'm actually in SDP 8008. Since SDP 8007 our requesters have no mails when creating a request. They don't have a mail when their requests are closed. Only the mail for the requests queues for technicians are available. Moreover, when replying to requesters, all fields are blank, and the object doesn't refer to the RequestId (it's written : Re: [Request :##$RequestId##] : $Title Thx & regards.
ldap field relationship
Hello community. I'm still not sure how to fillup the ldap fields in a way that also SDP works automatical with the right information. We're a small company with only one central and one branch office both located within the same city. Within these locations we're having some offices (rooms). Overall we have just 5 departments. So I thought it would be a hierarchy like that: SDP Regions == have only one. The City. (What, if we expand and have branch offices in other citys / countrys?) SDP
Ordinary user cannot submit incident reports
Hello I am currently implementing SDP V8 on our network. I have a small team working on it and a group of independent testers. The testers have been submitting incident reports for some time without any issue. However, as soon as I created Service Catalog items for them, their ability to submit Incident reports ceased. Ordinary users can submit Service Catalog requests but cannot submit Incident reports. Attempting to submit an Incident Report does not throw any exceptions. All appears to go
emailing a requester when a request comes in
Hi all, Can I set up a rule, or even a service catalog entry, so that when somebody fills in a request in sdp it places that in the requests but also sends an email to a requester? Thanks Martin
Problem in restoring the backup data in adventnet ServiceDesk Plus build 6014.
Hi All, I have a problem in restoring the backup data from one server to another server. I want to shift servicedesk plus from one server to another server. The production server has build 6014 installed. I have last month's backup from that server. stopped that server. In the test server, Installed servicedesk plus 5.5 & upgraded using 3 service packs and made it as build 6014. Now both servers are having servicedesk plus build 6014 & using MYSQL databases. I'm trying to restore last month's
Domain Scanning Problem
Our domain AD structure has changed since the last time we imported from it, and now the software will not let us fetch the updated OU list. Whenever we click on Fetch OU's from Active Directory Again, I get an error that says Exception Occurred while enumerating Organizational Units. We have tried multiple user accounts that would normally have access to the AD list, and have tried using both the server name and the IP address, but have gotten the same result. We are currently using SDP version
New request only from domain users
We are currently evaluating ServiceDesk Plus. We have it configured and it appears to be working great thus far. We have run into a minor inconvenience thought. We are using our helpdesk@domain email as the email in ServiceDesk to create new requests. However this email address is also on many subscription lists, so every time a vendor emails us, it creates a new ticket. Is there a way to restrict the ticket creation to only those emails coming to the helpdesk@domain email from domain emails? TIA
Can't use SQL with carriage returns in custom report
Select * from table works fine. Select * from table does not work. I write all queries in SQL Server Studio Manager and then paste them into SDP reports. It is too tedious to reformat long queries. Is this a known issue and being fixed? Thanks.
Incorrect values displayed during Domain Scan - SDP 8008
Hi, Looks like in the latest version of SDP domain scan dialog has some glitches in numbers such as percentage and number of stations scanned. For example it shows 563% complete for 45 stations out of 8 possible. Also the scan doesn't stop then it reaches the end, but restarts itself one or two more times. Please refer to the screenshot attached.
Asset Status Not Changing
Some techs on the help desk are reporting that when they try to change an asset to in use, the user gets assigned but the status remains as in store. This is really messing our inventory up. I've been able to replicate it, and it happens to both workstations and non-IT assets. I am on version 8.0.0 Build 8007.
SDP 8007 - Pass through authentication - does it work as standard in a Windows 2008 R2 domain?
Hi, I've been attempting to setup a test enviroment to test 8007 before upgrading from 7611, but can't get the pass thru authentication working. I have a case open with Zoho support, but they are suggesting that I need to change the NTLM policy for the domain/servers from the default, and amend various Internet Explorer settings. This seems a bit drastic to me, especially since it is working fine on 7611. Has anyone else had issue with this within a Win 2008 R2 functional domain level system? Thanks,
Automated closing not working....
I'm curious to know if anyone else has had this problem in the past? We recently turned on the automated closing process and set the duration to 1 day, but we've noticed the calls aren't closing after the set amount of time. Also, I have noticed that when we tested this out, a user could leave comments when they closed the call and it would show up in the request. Now if a user leaves a comment, it shows up in the history, but does not show up in the request? Any ideas? Thanks.
Site field not filling when we add the requester via API
We're using the API interface to add a new requester to SD+ and its works good, but the "Site" field is not filling in for the added requester. I've already tried to change the field name from "site" to "siteName" (in the "admin_api_addrequester.htm" file) but it doesnt work. Can you help to solve this problem?
Issue with numeric fields
Request - Additonal fields (numeric) don't permit the use of decimal points. Also, it would be nice to be able to define a "currency" field
Requester Auto Creation creating duplicate users
We must have user auto creation turned on to meet a business need. However, we are seeing many instances where an existing user is mailing requests to helpdesk and SD8 ( 8.0.0 Build 8005) is creating a duplicate user. This causes problems in our site based user groups and technicians whose role it is to respond to a given site's tickets as the auto created accounts have a null site. I would like to understand why this may be happening. Please explain the matching algorithm that (at least sometimes)
Re-assigning old service requests
Hi. Hoping that you can please assist. We have a problem with having duplicate requesters on the Service Desk. We would like to edit the database to have all service requests logged by the old requester re-assigned to the new requester. Unfortunately it would be too time consuming to have this done via the Interface. Please could you let us know how to go about doing this via the backend. thank you
Service Request Template - based SLA's seem to have disappeared recently.
We have a test instance of the software on an earlier release (this year though) that allows you to paint an SLA field onto a service request template and set a default sla. Our production site (patched more recently) does not have this ability, even though it still has the configuration interface for SLA's under the manage drop down on the Service Request admin page. I've searched here and generally review service pack release notes, and I am not sure what happened to the ability to set SLA on
Lock requests
Hello! There was a problem the following lines: I'm going to bookmark Inventory - run a scan: Detected workstations and during the search on the database server starts a process to block another, then the next and previous blocks, ad infinitum until it falls SD. Software Version: 8.0.0.8007 Here is an example of a process that is blocking: ----- DBCC INPUTBUFFER ---------------------- SELECT Task_Input.INSTANCE_ID,Task_Input.SCHEDULE_ID,Task_Input.WORKFLOW_TEMPLATE_ID,Task_Input.SCHEDULE_TIME,Task_Input.EXECUTION_START_TIME,Task_Input.EXECUTION_FINISH_TIME,Task_Input.WORKENGINE_ID,Task_Input.ADMIN_STATUS,Task_Input.OPERATIONAL_STATUS,Task_Input.SERVER_ID,Task_Input.CRID
Scanning network devices - printers
I'm running SDP Professional 7.6 Build 7604 and I'm trying to get SDP to scan my printers. I've verified they all have SNMP enabled. They're mostly Xerox, with some HP and Canon printers. SDP seems to be scanning them but only pulls the DNS name, it doesn't pull the type or serial # of the printer. Is this something SDP can't do? I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches,
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