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,
Questions about filtering and translate
hello guys I have some questions about manipulating the requests and technicians. 1. is there a way to recieve the request with the devices it self? for example in the case of broken or sth. 2. how to filter some menus in "new request" for some technicians? 3. is there a language file for working on it and import it? how we can translate the ServiceDesk Plus to other languages? Best regards Abdo
CLOSEAUTHKEY in autoresponse differs from workorder.closeauthkey
Dear SD support! After upgrading to 8.0.0.3 i've noticed that requester cannot close request clicking the link in the autoresponse. Digging the problem, i've found that CLOSEAUTHKEY in e-mail differs from the one in the database. What gives?
Dashboard
Hi, Just installed this, but cant seem to find the Dashboard Tab whihc normally sits at the top. Is this normally a defaul tab, or is it only available when certain features installed? How do i get it back? It was deleted, it just isnt there when i installed... Thanks
Upgrading from 7.0 to 8.0
I checked the "About" page and clicked on the "details" link and found that it recommends using the migration sequence if you're below build number 7500. What it not clear is if this applies to 7.0 or 8.0? In other words, I want to make sure I follow the right path for upgrading and I'm currently at 7.0 Build 7018, so do I need to follow the migration sequence process or is that only for 8.0 Build 7500 and above?
Service Catalogue
Hi, We are deploying Service Desk Plus (SDP) and before we have created our Service Catalogue. With Service Catalogue we want to list to all our services, including incidents verification. The problem is, with Service Catalogue when cannot create an “incident form”, he always create the form/request like a service request. So we cannot evolve from an incident to a problem with the Service Catalogue forms. Thanks in advanced, Best Regards, Henrique Alves.
"Old" SLAs to Service Catalog
Hello! Please, explain to me, old SLAs (defined in non-ServiceCatalog module) can be applied to requests, created through Service Catalog templates? Thanks!
REST API Error - GET_REQUEST
I have successfully added requests using the API. Now I'm in the process of retrieving data from the REST interface. I am accessing http://<service desk server>/sdpapi/request/<ticket number> I am sending the following POST attributes: OPERATION_NAME=GET_REQUEST TECHNICIAN_KEY=<valid key here>Here's the output I'm getting: <operation name="GET_REQUEST"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation>
Unable to remove Groups from Service Desk
Hi We are unable to remove Groups on Service Desk. It comes up with error " Groups cannot be deleted as it is being used by other module " Please help. Thank you Michelle
Tech Availability Chart "Unavailable" color not showing.
Since upgrading to the most recent version (8.0.0 Build 8006) we can no longer see the pink-ish color for "Technician Unavailable" on the Tech Availability Chart. The leave times are still marked, but the color does not show up in the main view. Any suggestions?
Change administrator login - Free Version
I am giving this program a trial run with the free version. I configured AD pass through authentication but I dont use the administrator account to login. How can I change the administrator account name so I am the administrator on my account. Everything I previously saw said to make another tech and login as that but since this is the free version I am limited to one tech.
Update to 8007 broke admin login
After update to Service Desk Plus version 8007 today, I am treated like a normal user at login instead of the admin I should be. I cannot see any of the advanced tabs at the top. It worked for a while after the update but eventually I could no longer login(still recognizes default domain though and bypasses the login screen).
I am unable to send completed and resolved notification
i have configured resolved and closed notifications to be sent out to requesters, but they do not send. All the other (new notification, etc) go fine Any ideas ?
Technician cost per hour
The cost per hour for all technicians keeps resetting back to 0. I've manually went in and editted 80 technicians to $65 per hour. Somehow the software keeps resetting the cost to 0? Also, it would be nice if I could have a global cost per technician instead of having to manually edit 80 seperate technician costs. Regards,
Email Fetch Problem
I am having an issue with mail fetching. (Build 8006) Quite plainly the server will not fetch mail even if I stop and start sending. The only way is to quit and restart SD. Last attempt to fetch mail does not have a time stamp. Attached is the support file from before a restart
Notifications about approval action
Hello! After upgrading to 8006 we've got situation when approving person of the request perfoms some action (approves or denies) - then the e-mail notification is sent to approval starter. The problem is that approval starter gets not one but two e-mails. In conversation history (in request details) it shown as letter was sent to: "e-mail@domain.com,e-mail@domain.com". The name of the message template - "Notifying Approval Sender for Approval Action". Please help me to reduce the number of letters
SQL and Query Editor
I'm trying to create a report using the Query Editor on Service Desk Plus. I'm trying to simply run a report that lists the computers which have approved Antivirus software installed. (I associated several software packages with a new software category called "Antivirus", SoftwareCategoryID 301) Also, I would like to run a report that shows all scanned computers that do not have approved Antivirus software installed. On our SQL server I've built this query for the first part: SELECT [WORKSTATIONNAME],
Incorrect Request URL when integrating ServiceDesk Plus with IBM WebSeal
My team is going to integrate our team portal, which deployed to IBM WebSphere, with ServiceDesk Plus. The integration is implemented by using IBM WebSeal ID to pass the required login information to ServiceDesk Plus so that ServiceDesk Plus appeared as a module (http://<DOMAIN>/servicedesk/) of our team portal in the URL. The login function works very well but we found some functions in ServiceDesk Plus cannot be used correctly. Having traced reason with some tools and we found the requested
Urgent: Requests made from Service Catalog doesnt use Request closing rules
Good day, we are on 8.0.0.3 and have pretty big problem - requests that are made from service catalog doesnt use Request closing rules, they are simply ignored. Is that a feature or a bug? Is there any way to prohibit it?
Upgraded to SDP 8.0.0.6 and now all requests via email are set to Mode: Postal Mail instead of E-Mail
Since upgrading from 7.6 to 8.0 all of my mail->incident requests are flagged as mode: Postal Mail... How do I get the system to correctly flag these as E-mail again? This worked properly in 7.6.11 so it has to be some artifact from the upgrade. Thanks
Unable to add Software Licenses in ServiceDesk+
Hi. We're using ServiceDesk+ 7.6.0 build 7611. I'm trying to add a new software license in the Assets section but when adding the product name I get this error: FAILURE :null Please report the problem to the system administrator, with the Error Code - 1,293,716,205,584 Then when I try to add the details it just doesn't do anything. Has anyone else experienced this, or know what the error code means? Thanks, Dave Screenshot of error:
Administrator is no approver
As Supportmanager I configured servicedesk that I am the main SD+administrator. We are also planning to open the ServiceCatalog. All technician's and other users are configurable to be Service Request Approver exept me as SD+admin. Can you please make this also available? Best regards, Mark Picture is from a normal technician :
Issues after upgrading ServiceDesk+ to 8.0
Hi. Since upgrading ServiceDesk+ to version 8.0 we have the following issues: 1. When selecting a requester in Admin -> Requesters nothing happens. Clicking the requester simply doesn't do anything, just reloads the list - doesn't show the details for that requester. This occurs for any user despite logging out and in again, deleting temporary internet files, etc. 2. When selecting Assets -> Software -> Software Licenses it gets stuck in an endless loop of loading the page http://servicedesk:8080/SoftwareLicenseListView.do?null and
Business rule to send notification if Subject contains certain word not working.
I have setup a business rule that is supposed to send a notification when a new request is received with a subject that begins with "afterhours". It is not working. Where should I start looking? Thanks Dave
Auto assign technician where technician shifts are involved
I really like the auto assign feature, however in the environment that I work in, the service desk analysts work on a shift rota. Some finish early and some start late. Does anyone know of a way of specifying the availabilty of analysts to cater for a variance in their start / finish times. If the system assigns a call to an engineer that has gone home for the day or who isnt in till mid morning, then sla's can be affected.
Wrong request ID being assigned
Hello. I have upgraded to version 8006 of servicedesk plus and beginning today i have experienced the following problem. Most of the requests are being assigned a wrong ID, therefor they are not appearing in the requests list, because the requests with that ID have already been solved. Would appreciate any lights on the mather. Thanks.
Problem assigning technician when editing request details
We are on version 8006, and when we go in to edit the request details, the technician drop down is blank, but when we use the assign button at the top, they are present. This adds an extra step when we are filling out ticket information when handing out requests.
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