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,
Attachments not included
When forwarding a conversation, if there are any attachments, these are not included. This means I have to save the attachment before I am able to attach it to the new message. Could this issue please be resolved? 8.0.0 Build 8007 Kind Regards,
Poor site performance in SD+ 8008 with IE7
We just updated to SerivceDesk Plus version 8008 and all our Technicians are complaining about very bad site performance. We are all using Internet Explorer 7 & 8. I give you some examples: Sidebar > Search "Requests > Default Search" > any search: takes sometimes ~10 seconds to display search results Requests > Inside any Request > Action-Menu: takes 2 - 3 seconds to show up Requests > Inside any Request > Solution Tab: adding the solution & changing status sometimes takes ~15 seconds Requests
Importing data into "Changes" from another system
Hi, We currently have a custom made system to handle internal "Change Requests". We are looking at your solution, ServiceDesk Plus, to enhance our Change Requests, and also use it for other means (incidents, assets, etc.). Is there a way to import data into the ServiceDesk Plus, but also keep the essential information from our old system such as, creation date, implementation date, requester, approver, servers affected, etc.? I don't seem to be able to retrieve such functionality from your system.
SLA warning problem
Hi, My SLA warning system has some problems: - The alert's content is incorrect: The hyperlink refers to one request but the title, category refer to another. For example: Request 1: title: abc category: abc hyperlink: http:abc The SLA warning content is: title: abc category: abc hyperlink: http:x (which refers to another request) - The system
How to keep incoming emails in mailbox
Can anyone tell me how I can keep a copy of a requesters email in the mailbox that SDP uses, when converting it in to an SDP request ID? Thanks.
Asset Explorer Agent Service stopping
He are deploying the ServiceDesk (8.005) Asset Explorer Agent to our Windows XP workstations. While most agents are ok, we have some that are giving a 'Failed to communicate with agent" error in the scan windows. We are also unable to remote to certain workstations. When we look at the workstation, both the Asset Explorer and Remote Desktop Agent services are stopped. I try to start the Asset Explorer service, but it tells me that there is nothing to do so it is stopped? Is this normal behavior?
Unable to update to 8007 , The update fails right after the backup is run...
After it fails it sends me to this link: http://www.manageengine.com/products/service-desk/upgradefailure.html I'm able to start my ServiceDesk Plus install just fine and it still works as normal... I can't see any reason why the update won't install. I'm running version 8.0.0 Build 8006 trying to update to 8007. I can attach my support file if needed, I did a search on the forums and haven't seen others having this issue...
How to associate multiple email addresses to unique requester login
Hi, Many requesters have several mail accounts, but I'd like to associate them to unique requester account, ad unique requester login. I've tried unifing requester ID or filling secondary mail field, but still a mail from a@mail.com goes to user a and a2@mail.com gous to user a2 if exist or create a new user account, if not.
New Field for Service Catalogue
Hi, I'm creating our Service Catalogue and I just created 2 additional fields (1 numeric and another text) that should be mandatory for our Service Request. The problem is that I just can see the text field in one Service Category. When I trie to add in another Service Category I just can choose the field. Regards, Henrique Alves.
Need help for upgrade
Hello, For more then 3 weeks I was trying to upgrade the SD 7.6.0 Build 7611 in virtual machine to latest, but always I have errors and here is what I do. 1- I install SQL 2005 and same SD build in virtual machine. 2- I configure SQL and I import the date from live one and successful. 3- I configure the SD database and it's connected successfully with SQL. 4- I run SD and I can login with my ID. 5- I shutdown SD and trying to upgrade with this file: "ManageEngine_ServiceDesk_Plus_7_6_0_SP-2_0_0"
Technician Group access rights per site
Hello, I'm currently having issues assigning permissions to a particular group of Technicians on a particular site. SDP was installed over 2 years ago when there were fewer options for Technicians/Site Association, and Technician Groups. At the time, separate Technician Groups were created per site. We have 6 sites. Since then, 'Copy Default Settings' and 'Refer to Default Settings' have been introduced for Sites, and as our rules don't differ across our sites it made sense to simplify things and
Technician costs...
The technician costs keep resetting to 0.0 It's really rather annoying. Is there a fix in the pipeline?
do not see technicians associated with a site when creating technician groups
running version 8.0 build 8007 I have added 3 sites, associated technicians with each site. I now go to try and create technician groups in the sites but cannot as the field that shows techs associated with that site (and therefore available to add to the group) is blank. You cannot therefore create the group as this is a required field.
Exchange 2010
Hello We have upgraded to Exchange 2010 and i am having problems with sending e-mails from Service Desk. I can receive e-mails in service desk but can't send. ALL servers are ok incoming and outgoing Can anyone help me pls resolving this issue
Problem associating minor versions of software
Hi I'm trying to associate minor versions of software to the main version (Dragon Naturally Speaking software) but I get the following error when I click on the 'Save' button after I've put the minor versions below the major version in the association window: FAILURE :Exception occured while executing SQL to delete rows Any ideas on why this is? We are using version 7.6.0 build 7602 and use MySQL. Thanks Neil
Administrators log in with normal user access, domain appearance changed in login window
Hey, None of my named technicians and administrators can log in correctly to MESDP today. The server rebooted overnight due to a power issue. This morning, when people go to log in, the short name of the domain in the "Log on to" dropdown was replaced with the FQDN of the domain. (To be a little more clear, let's say my domain is called DOMAIN.COM. The short name of this domain is DOM. In the log on to dropdown, the value DOM was replaced with the value DOMAIN.COM.) When any of us log in,
Notification - Acknowledge requester by e-mail when the request is updated - what does update mean?
Our users interact with SDP mostly via email. I have had users complain that they do not want to see email notifications when they reply to request notifications. So I turned off that feature and turned on the feature "Acknowledge requester by e-mail when the request is updated". My question is - what triggers this? What is the definition of "updated"? I made myself an owner of a request, and set someone else as technician. I then had another technician reply to a notification and I did not get
New preventive maintenance schedule SD 8.07
It will have improvements for Preventive Maintenance? The most important would be the schedule It would be nice so as FacilitiesDesk schedule !!!!!!!!!!! Preventive Maintenance Management Features * Plan for your schedule maintenance ahead of time, so that it does not affect the productivity of the company * Notify the company about the maintenance schedules * Schedule Preventive Maintenance tasks daily, weekly, monthly, quarterly or based on meter readings. * For planning monthly
Service description cut off - service catalog
Hi, In SDP, in Service Catalog, if the service name consists of two or more words it's not will be displayed fully for user in the drop down box or service catalog tab. (Please see screen-shots attached) I hope this is something easily fixable. Thanks! Miron
Problem to display data in $UDF_DATE5 field
Dear SD Team I try to display date/time stamp in Request custom template. but data show in $UDF_DATE5 field is 1296012341220 It shoude show as date time format our version is 8.0.0 Build 8007
How need I do when I wanna assign one request to more than one technician?
I have some job need more than one technician to do it. How can I do this in SDP??? Thanks and regards!
Problem with SDP to move between two different servers
Dear All, I have two servers with SD Plus, they are running under different site URLs. Today I made backup of MSSQL database of server 1 and restored it into database of server 2. ServiceDesk stopped working there - page is not displaying. Are there any config tables I should change? I found only "WEB_URL" in GlobalConfig table but still SD is not working. When opening SDP in browser, manageengine process on server is stopping. Please help.
8006 - Email Replies not appended to request
We recently upgraded from 7611 to 8006 and have noticed that email appends do not seem to function properly anymore. Something as simple as the requester replying to the automated receipt notification is causing SDP to generate a new work order. I just ran another test to give you an example... I sent this email in to our SD instance and it generated WO # 48577: I then received the email notification that my requesthad been received and given ticket number 48577 and I replied to this message,
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