Escalation Rules
Hello, I would like to have the ability to create escalation rules on a per technician basis. For example, I would like each technician to have to whom their tickets get escalated to, ie. their supervisor.
Busines rule "Set Service Category as"
Hello. we have a service category with approval workflow. when a busines rule is worked and service category changed, workflow dosnt change in accordance for new category. p.s. sdp version 8.1
Error opening links
Good afternoon. If the browser is closed and you are not logged in the system, then the task of opening links in a browser http://server/tasks/CUDTask.jsp?TASKID=903&MODE=Edit start out mistake. does not depend on the browser, tried Chrome and IE.
Organizing tasks
We have a incident template with tasks and when we go to "organize" the tasks to put them in the proper order, some tasks aren't showing up on the "organize task" screen. Also, if you look at the tasks in the request, starting at task 8 there are duplicate task numbers. i.e. 88 99 10 10 11 11, etc.
Sending Notification Failed
Hi, We seem to be having an intermittent issue where we are unable to reply to requests. This error is occuring intermittently. We are running Service Desk Plus 7.6 Build 7605. I've attached the log file from the server. The event occurs at 10:27:10:886
Fast Refresh / Service Categories
For some reason when we click on the Admin tab and select Service Categories the web page refreshes over and over. Has anyone ever seen this before? We are using IE8 on Windows 7. It appears to do the same thing in Chrome. We are on 8.1.0 Build 8100.
Name of the service was in two lines
How do I get the name of the service was in two lines
Ticket report help
I have created a report that shows created, open, and closed tickets per month. The problem is that it shows open tickets only for that month, and not total open tickets by the end of the month. Example: January 39 tickets opened 35 closed 9 still open Basic math tells me 9 are still open. This report doesnt tell me about the other 20 tickets still open at the end of January. It should say around 29 tickets are STILL open. So it needs to show previous open tickets from earlier months.
Leave Types
I'm having issues editing leave types that I've added to the system several versions ago. I'm currently running the latest version 8105, have added some new leave types, and can edit them, change colour etc. I can do this with the default leave types also, but any leave types that have been in the system for some time I can't edit. Nothing happens when I click on the edit link.
Secondry E-Mail for requester
we have service desk 8.1 and we do need to add an attribute called Secondry E-Mail for the requester CI. but how to force the SDP to use it as the e-mail for notification and alerts sent to that technician.
Problem changing workstation to server
Hi, trying to change a product from workstation to server upon saving it throws this error FAILURE :Error while saving the Product details. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. this happens for anything i try to change from workstaion to server please advise thanks so much
How to setup e-mail alearts
So i am trying out Service desk plus. Currently we are using spiceworks to do our help desk, but i would like to be able to move to something more robust like Service Desk. With spiceworks, any change made on a ticket, will be sent to the Requester and the technician in an e-mail. how do you set this up with Service Desk plus. I have an e-mail account setup for it, and its talking to my server
iPhone App Login Issue
We have a single domain that Requesters use to gain access into the ServiceDesk Plus site, however all of our Technicians log in using Local Authentication, they do not use a Domain Account. Each technician also has a Technician Key generated for each of them. I understand that currently a user is unable to access SDP from multiple domains, however this is a single domain and these technicians do not have accounts in both the Domain and under Local Authentication. When logging in through the iPhone
How to Keep the Alias in the SDP URL Address?
Hello SDP Support Team! We configured under "Admin" tab >> In "General", "Self-Service Portal Settings">> In "Alias URL" >> we configured a name of address (example: suporte.enterprise.com). So, after we type http://suporte.enterprise.com in URL address bar, automatically this name changes to IP address number. What can we do to keep the alias in URL address bar? Just another thing about this issue... After alias was configured, in a E-mail notification, the url of ticket appears with alias name.
ServiceDesk Scan Failure
I am hoping someone else has had this issue and found a fix for it. Basically, inside ServiceDesk we are getting a lot of computers that are failing to scan for some reason. Here is what happens with the failed computers step-wise: Scanning via computer name fails. Scanning the same computer that failed via IP address works and puts the computer, with name and all details, in the detected list. Re-scanning the same computer from the detected list after the successful IP scan now works and the
Backup Tech
Technicians are receiving requests even when they have a backup tech assigned. Is this possibily a bug in the system, or could something not be configured correctly on my side? Thans
Ticket Update
the new SDP ver 8.1 has button called reply available for the requester. problem is with the notification. as customer won't get any update notification if he replied back to ticket using this button. though he gets notification when he replied back to ticket from his own mail client. thanks.
Migrating from mysql to mssql issue help!
I am migrating from mysql to mssql following the instructions however i am encoutering an issue when doing the restore.,.. see below
Grouping Adobe Software?
We have recently installed ServiceDesk and I'm in the process sorting through the software that has been scanned. ServiceDesk has picked up that we've got Adobe Master Collection and Design Premium installed... but it also lists each of the applications individually such as Flash, Premier etc... Is there away to "group" these applications to correct Master or Design Premium licence? Thanks
Problem with Email Notifications
I'm running ServiceDesk Plus 8.1.0 Build 8105. Under "Notification Rules", I have "Acknowledge requester by e-mail when a new request is received" and this works. If I put in an incident request for someone, they get the confirmation email. However, if I also check "Acknowledge requester by e-mail when the request is closed", the requester never receives this email when the corresponding incident is closed. I also tried the "E-mail user when a request is resolved" and this didn't send an email
Searching in Request conversations
Hello We often need to search in the request conversations as well. Thanks for implementing this search Regards, Marc
ERROR 2002 (HY000): Can't connect to local MySQL server through socket
Hi I installed ServiceDesk Plus 8.0 in debian server. I trying connect to the mysql server using this credentials user: root password: blank port: 33366 and the server said ERROR 2002 (HY000): Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2). Regards Terry
Allow Requester to see request Work Log
As of the current build (7.5.0 7506), the Requester does not have permissions to see a request's Work Log. We would like the ability to grant that permission.
Pragmatic CMDB Design
Does anyone know of a resource to help design our CMDB? Anyone willing to share how they setup their Services and Relationships? Anyone using the Document CI? If so, how did you implement? Thanks for your time... just getting going so any tips / tricks to help make sure we lift off smoothly would be appreciated! Cameron
Data archiving : requests archived but not created or closed before
Hi, I'm testing data archiving on a testing environment (SDP 8022) before a go to production. Everything runs well but 3 requests (1800 done). Rule is : request status is closed and closed data is before 3 years. These 3 requests have been created in 2010/2011 by duplicating older closed requests. Completed time is null. I'm not sure about the behavior of SDP in that case. Is there a problem with duplicated request when archiving ? best regards, jeff
Notification and Outgoing Mail fails (SSL)
Running Free Version SDP on a Windows 7 machine. My incoming mail works with SSL and Port 995. (no cert generated) My outgoing mail and my notifications will not work with SLL and Port 465. I've tried to run gencert.bat (cert.jar InstallCert server.net:995), but I get the following error: Java Virtual Machine Launcher: Failed to load Main-Class manifest attribute I also tried to run the gencert.bat on several different computers and XP but I still get the exact same error. What am I doing wrong?
Support Group description
When I create a new Support Group, the description does not appear in the Group List. Only the descriptions from older groups appear, but no new groups. Currently using 8105.
Can we route requests based upon request type (category) to a tech group without regard for site?
We are evaluating Service Desk Plus (SDP) We have several request categories that we want to go to a specific group of techs. It does not matter what site the request comes from. So far, in my evaluation, the only way to do this seems to be to 1) Make a Tech Group (TechGroup) that under Default Settings that is intended to field requests from this category type. 2) Associate each of these particular techs to every one of our sites 3) associate each of these particular techs to the TechGroup associated
Multiple requesters on one request - Is this feature in, or is it due in a service pack release??
From http://www.manageengine.com/products/service-desk/roadmap.html "In cases like New Hire, HR might be creating the new hire request and the department person might need to fill the ticket information (like Laptop / Desktop information, software information, login in AD, ...). In this case HR person and department person both will be requesters. Ability to select a requester to edit the request and fill the needed info in Service request is supported." This feature is listed as being in 8.1, but
service desk alerts
I would like to know if there’s an option in service desk where I can make an alert or a notification to the technician when he leaves a request open for a period of time.
SDP - Purchase Orders - Recording and tracking customs brokerage invoices
Hi, We have just received customs brokerage invoice from UPS for computers we ordered from USA and I don't see any place where I can record it in the system. On the one hand, customs fee is not part of the order per se, since the fee is not being paid to the vendor we ordered from so it can not be treated as shipping costs. On the other hand, this is a cost associated with this specific purchase order and it is important for the brokerage invoice to be recorded in the system. The Invoice and Payment
Backup Error
Having Backup issues. Just started today, I can not make any backups. Verion 8.0.0 Build 8026 Backups were good before today. C:\ManageEngine\ServiceDesk\bin>backupdata Starting.... May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData :: {RELEASE={version=8.0.0}, BUILD={number=8026}} May 29, 2012 2:33:37 PM com.adventnet.servicedesk.server.utils.SDDataManager
Reassign all requests from one group to another group
Hi All, I need some clarification on an issue I'm having with SDP. We currently have requests assigned in two groups (Group A, and Group B) however, due to restructuring, I'd like to move them all to Group C. I figured the easiest way would be to select all requests in Group A and then Group B, edit them and change them to Group C. The problem is, when I try to reassign them, the only option I get is 'Leave as is' (see attached). I don't understand why this isn't permitted - it looks as though I'm
The SDP service will not start
Hi The ME ServiceDeskPlus service will not start after some problems with full disk on the SQL server. The problems with the SQL server is now solved, but I still can`t start the service. I get the message: "There may be a configuration problem: please check the logs". I guess I should send you some error logs. But I`m not quite sure which logs you want? Running SDP 8 btw. Anne
Service Catalogue in 8.1 - publishing Service details
Hi All, I know it is possible to display the SLA of a service to a requester before request is submitted. We however would like to also publish some of the other details of a Service such as: Cost: Availabilty Target: Service Support Hours: These fields are stored within the CMDB however is it possible for the requesters to see this information before submitting a request?
Translation issue
I see some untranslated English text for Russian User interface. I opened Admin -> General -> Translations and try to find these English words. But I can't find English text.You can find only Russian text. See the picture. There is aprox 10200 phrases for translation. You should click 1000 times on button Next for search the existing English text. Can you please put all phrases on one page. Or choose language for search. If I choose English, Russian translation will be deleted, i.e. I can't translate
Workstation history log
Hello everyone, Have a problem with SD asset history log. We have many PCs with Asset Scanning Agent installed. Everytime PC boots, the agent sending data to the server. The problem is, when PC is old, there are too many history records, and tab "History" opens too long. Is there is a way to delete all scan history records of the PC? Thanks in advance.
How to close a GROUP of tickets?
Hello, please, it's very important in work, how it's possible to close a pack of tickets with the same solution comment? Maybe something like selecting wanted check-boxes and adding one solution for all these topics or something else ?.. We need its function sooo much! Thanks in advance!
Tracking Images from AdventNet Website
As part of a normal install for ServiceDesk Plus, why is an image from the AdventNet website loaded? It appears to be a place holder and much more likely for tracking purposes as the image is 1px square. I would like this removed and have opened an Incident with Adventnet concerning this issue back in February and haven't heard anything back. Quietly swept under the rug??
Updating Products in PO
Hi, Hopefully a simple on. Can someone tell me how to update a Product that is available to be select in a Purchase Order. Just need to update the price of items and do not want to recreate them. Thanks for the help
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