Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible. We have tied an email account to our service desk example: support@company.com We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook). Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com Please advice, Thank you!
Recent Items bug
We have just upgraded SDP from 7610 to 8004 and found a change / bug. When looking at the lists of requests, on the left side there is Recent Items. If that is expanded and we click on a ticket either via the recent items or the main list, that recent items list is no longer expanded. As such we are constantly having to expand it manually. This was not the case on 7610. Since our upgrade when from 7610 to 7611 to 8000 to 8004 at the same time, I can't tell you which upgrade level made that change.
Delete a new incident template, Can't
Hello We had a service category request and we have it disabled now. I also deleted all tickets created using the template. The issue I am facing now is under new incident tab [we changed the display to new ticket] there is a menu that I can't get rid of. Please check the attachment. How can I get rid of the one that is under ITG menu? Thank you
Announcements showing for all User Groups
I am using Version 8.0.0 Build 8003 When I create a new Announcement and Select "Show to Requester" then choose an available User Group, the announcement shows for all user groups in lieu of only the selected user group. Is this a known issue?
SDP 8002: the window is closed
Good afternoon. I have such situation almost every day. When I do the answer to the request, the window of the answer opens and I write the answer and I press the button to send. On correct - the window is closed - the letter leaves. In my case the window isn't closed, and there is all on a picture. The picture is applied. Reinstallation operational system hasn't given result. The request to help. At colleagues of such problem it is not observed - they use FireFox, therefore I assume that in all
Not-Auth in requestlist for requesters
When a non technician (so a normal requester) opens the list of his requests, some requests have for some fields a "Non-auth" content. For example the field status. So most of the of the fields of the requests are normal viewable, but some requests have this Not-Auth, even when this field has the property : "Requester can view" in the request template. Is this solvable with an update because on 1 dec. we are opening the selfserviceportal for users. I wanted to add a screenshot, but this doesn't work
Service catalog on selfservice portal doesnt appear 8.0.3
Hi, I've recently upgraded from 7.6.10 -> 7.6.11 -> 8.0.0 -> 8.0.3, added some service catalog item (for testing purposes) and logged in as a requester - I cannt see my Service Catalog from a self service portal. Does anyone have a suggestion?
Asset Scan of Mac OS
Hi, All of the windows machine scan properly and assets all populated. However we have one mac book connected via ethernet cable which we are unable to scan. We get RPC error. The settings for the mac in the security tab are as follows 1. Allow all incoming (means firewall off) 2. Allow essential programs (strict mode) 3. Allow custom programs (choice of programs) Choosing of the above even if making the firewall off shows the RPC error. We are scanning with local credentials even if credentials
Scanning Macintosh
I get RPC error when doing asset scan for macintosh; the mac is set for allow all incoming connections (meaning firewall is of ) so i dont know why its not working.
Assets showing ThinkCentre XXXX
Since upgrading to 8.0.0 Build 8000 many of my workstation now only show ThinkCentre XXXX for the model whereas in the past they were actually displaying the full model number of ThinkCentre 9632. Why has this changed?
Error: Migrate from Build 7611 to Build 8000
Hy, I having problem with upgrade, send in atached log that problem. Sds,
corrupt reports
Hi, We are using Servicedesk plus (7100) The problem we are facing is the following : after a while, some scheduled reports (from network monitoring) are corrupt. Daily a report as pdf attachment is generated, and send by mail. These pdf's are coppupted after a week of two weeks. When opening the list of generated reports, opening the report results in the same corrupt file. I assume something went wrong while writing the pdf? This problem occurs with some reports, not all of them. When deleting
Upgrade to 8.000 has gone horribly wrong.
Tonight I attempted to upgrade our ServiceDesk 7.605 server to 8.002. We use a separate SQL Server for the backend. I was able to successfully upgrade to 7.611, as instructed, but when I ran the upgrade to 8.0 it failed at around 98%. I am now unable to start the database...I can't re-run the PPM (it says it is not compatible). Basically I am stuck. I put in a call about an hour and a half ago. I ran full backups before the upgrade. It is 10:30 p.m. right now, and I have no ServiceDesk app for
How do I delete unwanted combinations of Department and Sites in the Asset Module
I am using ServiceDesk Plus 7606 with MS SQL 2005. Somehow, in the Assets Module when assigning Assets to department, the filter is showing a lot of combinations of 'Department, Site'. How can I delete those? In Admin Module both Departments and Sites are ok Thanks for any suggestions rmo
Business Rule : Place in Site
Dear All, I have created a multiple site in SDP. Is it possible to create Business Rule on Default Site with action Place in Site --> destination site. This is because my user using email to send request to SDP and with specific format on subject let say begins with "DC1" will be place on Site DC1. Reagards, Anton
stop timer
when i click on stop timer..a box shows up with an idea and a text field..i would like to make that text field mandatory..tell me how to do so please
Identifying & scanning ThinClients as workstations
Hi there We recently moved from normal Windows workstations to Linux based ThinClients that connect to Citrix servers. Now - as already mentioned in this very old post: https://forums.manageengine.com/?ftid=49000002663641 - we have the problem that those workstations get only identified with their current IP, but cannot be scanned more detailled (it throws a connection error). I also cannot add all details to such a workstations, because SD+ will add the same workstation again as soon as it is deteced
Assigning Assets to a workstation does not work properly within a particular Asset
We discovered that in SDP 7.6 (Build 7611) there is still an issue that has been there since 7.0: When you are in the Edit-view of an asset and make an assignment (In use...) to a Workstation, the "Associated to" Name & Department are not properly saved! The workaround is, to make the assignment of an assets to a workstation (In use...) in the Asset overview list. But this takes more time to get to for every asset. See the screenshots below for clarification of what problem I refer to: Step:
Disappearing Asset information
We are currently using ServiceDesk Plus 7.605. When we dispose of computer assets, we mark them as disposed, and move them to a Non-IT asset category (example: HP Desktop - Discarded). We do this so that ServiceDesk does not try to scan those assets, and for better organization. When we move the records, we use the "MODIFY TYPE" feature. When I ran a report of the discarded assets, I found that the machine information (serial numbers, hardware info, etc...) was missing. The only thing that remained
User Reply to Request Does Not Include User's Reply
Good Afternoon, When a user replies to a request, I want to be able to see the user's reply in the email without having to go to the web interface. Currently, all I see is the original ticket description. This is very unhelpful. This is the template currently used when "when there is a new reply from the requester": Request Title : $Title Created by : $RequesterName Description : $Description Click for details : $RequestLinkPlease let me know how I can accomplish this. Thanks. ~James Murphy ServiceDesk
SDGuest
All the requesters that i imported from active directory have SDGuest as their roles..i would like to edit this file and change it..so that the users can only view an incident..i dont wan them to add or edit it in any way..please let me know how i can do this
SD Version 8, notification rules issue, reply from the requester.
Hi, we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules: "Alert(or Notify) technician by e-mail when there is a new reply from the requester." The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct. The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply
backupdata.bat not working....
Looking to migrate from mssql to mysql and move to a new server, my SD+ installation generates this at the end of running backupdata.bat on my server. SDP 7.5.0 build 7509 File added to zip ..\inlineimages\WorkOrder\5609\0.jpg File added to zip ..\inlineimages\WorkOrder\5759 File added to zip ..\inlineimages\WorkOrder\5759\0.gif File added to zip ..\inlineimages\WorkOrder\5814 File added to zip ..\inlineimages\WorkOrder\5814\0.gif File added to zip ..\inlineimages\WorkOrder\6315 File added to zip
Work stations Inventoried
Have a question. On the asset summary it shows total workstations 73, total assets scanned 73 however it shows total workstations inventoried 72. I found the system, what should i do with this machine? Scan again or is it something i can edit on this pc information.
ServiceDesk PLus v7.6 - Request Numbering issue
We are currently in the evaluation and testing stage of implementing ServiceDesk Plus. I have noted that whenever a customer replies to an email sent from a request, that a new Request ID is allocated to the original request, and consumed. This means that at the top level view of all Service Requests, the numbers do not follow a sequential order. That is, we see a list of requests with numbers like - 1, 2, 3, 5, 8, 12, 13, etc We would prefer that replies to request emails are not allocated
SMTPs problem
Hi to all, we are migrating our messaging service but i have problems with SMTP configuration. This is the log that i found. The same client configuration on thunderbird works flawlessly. Any idea? Thanks Enrico [13:36:12:563]|[05-31-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[46]|: Exception while trying to send notification for Request ID : 14940|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1162)
Scanning assets of the ISA server
Hello assests managements scan all pc and servers, however it can scan the isa server 2006, i have allowed full access from the service desk server to the isa server and from isa server to service desk server. Yet i get RPC error. The logs does not show anything denied. on the ISA server I logged into safe mode with networking thinking it will work but no. I did notice that i could not ping this machine when the ISA services were stopped, but when the server is booted normally i can ping when the
Assets - Software Problem
I just started working with the Manage Engine Service Desk Plus Tool. In my company we made a scan over all the workstations and also the software. Until now I changed the type of scanned Software from unidentified to managed. after I did this I chose a Software folder and chose "associate minor versions" to pick the changed software and insert it. (for example: a new scanned showed me adobe reader 8.1, I set it to managed and after that I chose my already existing software Adobe Reader and inserted
Support Tab
Hi. I have just got the problem where when clicking on support the page that appears is blank. Can someone please help Thanks martin
SDP 8002 still duplicating requests!
I am running SDP 8002 and still have an issue with new requests getting created from responding to existing requests. 1. Have a user create a ticket through e-mail. 2. Have a technician respond back to the user through SDP. 3. When the user responds back to the technician a new ticket is generated. I wish I could just easily revert back to 7604. Where are you Patch 8003?
Unable to edit description after saving
Hello, After creating a new template and inserting HTML code inside of the description, we are unable to edit the description field without deleteing the template alltogether. I have attached a screenshot of the issue. Thank you, Samir
ServiceDesk 8 and Software License
When adding a software license, one can fill in an expiry date which is handy. I don't think there is a possibility to get an expiry notification out of the box but would it be possible to generate a query which shows all the software licenses together with f.e. this expiry date?
"Unable to create task. Selected computers are not available in DC"
"Unable to create task. Selected computers computername.domain are not available in DC" when attempting to install software via Service Desk to a computer. I click on Select Workstation and I pick the workstation but when I click save I get the error above. The only thing of note is that in Desktop Central the PC is listed by just its name with the domain it is connected to. In Service Desk Plus it is trying to connect to pcname.domain. I can install to a user with no issues.
SDP 8.0 CC field auto popluated when I reply to a user from a request
How do I turn off the reply template automatically CC'ing the technician when he/she uses the reply button in a request?
Issues with "Alert Request Owner when the associated Task is closed" notification rule
hello. I have met some problems with notifications.The notification rule "Alert Request Owner when the associated Task is closed" doesn't work. Installation's version is 7.6.0 and the build was 7608. Because of this issue I have upgraded it to the build 6711, but it does not make sense. I'm attaching 2 print screens. One is the screen of "notification rules" you can find there that I had checked appropriate rule. And the second screen is a result set of this query - SELECT * FROM notificationcontent
SDP 8001 Notification Rule broken
Since the upgrade the notification for "Alert(or Notify) technician by e-mail when there is a new reply from the requester." is only returning the original request every time instead of the whole chain like it used to. Anybody else? Thanks
Notifcation emails not working in v8
Prior to upgrading to SDP v8, when a technician was notified that a requester replied to a request via email, the text of that email was included in the notification email to the technician. Now the text of the reply is not included in the notification email to the technician. There is just a link to the actual request. Can you tell me what field I need to include in the template to see the reply text in the notification email?
Service Desk Plus Purchase Order Requester
Hi All, We have been using SD Plus for a number of years now and would like to make the move to using the PO part of the application. I can see where you can make a requester a PO approver however cannot see where a standard requester can actually create a PO. Can this be done or can only a technician only create a PO? Thanks Brett
Sending a reply fails
We get the following error when we try to reply in a ticket.. Exception while trying to send notification for Request ID : 15905 Mail sending failed.
Unable to Link Requests
I have been attempting to link a number of requests however I always receive the following error message - HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 13 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
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