SLA Setting
Hi, we have differenet respond times for a service depend on its predecessor services filure. As an example "Cluster SQL OS" service depends on "Cluster SQL hardware" so hardware resolve time will be add to OS resolve time. Is there anyway to set SLA rules?
Service Catalog - SLA
Why the SLA's in the Service Catalog don't include notification and escalation for First response as the others do? I would like that option to be included, as well, in the Catalog's SLAs. Thanks.
where is conversation table??
Hi, I want to know where is SD+ v7.0 save conversation between requester or all conversation in database table? (in conversation tab of the request) I wonder if I can trace the timespent off all ticket-time segment (ie, from ticket created to escalate, from escalate to higher level pick-up the ticket, and finally from higher level pick-up the ticket to closed ticket). Thanks, tamam
resolutions not saving
when i enter a resolution and hit the save button it does not save takes repeated attempts to get it to save. i have the version 8012
Creating Advanced Search "Request - Additional Fields&
Hi there, We have added Additional fields for Client information in our requests. This help us get quick information on our clients for our other systems. However, We are not able to quick search or do an advance search on the fields. Our work around is filling out filters to search the request. Our staff do not like this workaround, re-creating the filter every time slows them down. I don't know how long this would take but, would you be able to create an advanced Search option on the left side
Can't start servidedesk plus server
Hello, I try to install servicedesk plus 8 on a debian server. I got this message : Failed to start the server. Please refer logs for more details I looked into : /opt/ManageEngine/ServiceDesk/server/default/log i got this error [12:28:00:195]|[10-28-2010]|[com.adventnet.deployment.core.BasicServicesDeployer]|[SEVERE]|[10]|: |Incomplete Deployment listing: MBeans waiting for other MBeans: ObjectName: adventnet.deployment:service=DeploymentManager state: FAILED I Depend On: jboss.system:service=MainDeployer
SDP 8.0 on Windows Server 2008 R2
Hello As per your system requirements for SDP 8, Windows Server 2008 R2 is not supported, but Windows Server 2008 is supported. Do you know of any issues encountered when deploying SDP 8 on Windows Server 2008 R2 (64-bit)? If we purchase and deploy SDP 8 on Windows Server 2008 R2, will you support us (bug-fixes, upgrades) as part of maintenance? Regards Gavin
Auto-assign ServiceDesk Requests / Incidents by time in queue.
Auto-assign ServiceDesk Requests / Incidents by time in queue. Hello Everyone, I'm thinking the answer will be NO at this stage. But will put it out there anyway... Is there a way I can auto-assign requests in our queue to specific technicians if the ticket has been sitting in the queue unassigned for say 30mins? Any ideas's, methods or alt process suggested will be greatly appreciated. Thanks, Darcy.
ServiceDesk Email command for Assets
Hi all, Does ServiceDesk email command support adding / updating assets? Would be so handy if it does. If it doesnt will there be any support for this? Regards, Mark
Notifications not working
I installed and started using the free version of Service desk plus on 4/7/2011 and about 3 weeks ago the notifications and mail fetching stopped working. I have not changed any settings except to update the mail server settings email passwords. I have verified that the ports 110 and 25 are both open and working on our exchange server. Also I upgraded to build 8011 hoping to solve this issue but it did not. Does the free version not include this? I am the only IT person in my company. Version
Turn Off Notification to Requester
Hi, I am wondering if its possible to turn-off notifications to requester for certain type of request? I have created a new request template with an extra field called "Enable Notification", and the user can only select 2 values for this field: Yes or No. I wonder if its possible to stop all notifications to requester if the custom "Enable Notification" field is set to "No". I tried to set junk notification criteria but the only criteria I can use is subject, sender, description. Is it possible
Change the IP Address for the servicedesk plus
hello , I need to change the IP address for the Servicedesk plus service is there any special procedure,or I can go ahead , thank you
servicedesk plus 7605 migrate to another host (windows)
Hi, I'm having a problem when I try to migrate servicedeskplus to another host. I've made the backup using backUpData.bat, and I've instaled the same version(7605) on the other host and made the restoreData.bat. The problem is that I cannot open the servicedesk home page. Besides that when I try to upgrade the build product, the database gets corrupt. Anyone with the same problem ? thanks in advance, Miguel
SLA escalations notifications
Hello everyone, Have a problem in the Service Catalog. I've created SLA for a Service Catalog request and set up an escalations. But escalation e-mail is send not accordingly to configuration. I set up to escalate request before 50 minutes of overdue. And SD can send e-mail before 55, 49, 40 minutes... Can staff say anything about this issue? Thanks.
Notification based on Category and Subcategory
I propose to include an option that allows to add Notification IDs in category and subcategory's register. By this way whenever a new request is created based on its category and subcategory, then field E-mail IDs for notification should be automatically filled out on the basis of previously defined parameters in category and subcategory's register.
Draft Saving Refreshes Ticket Page
Situation: I have a ticket open. I start writing a reply to the requester. I go to reference some some more information that is attached to the ticket (for instance, information in the resolution, notes, etc). I realize I haven't entered the (for instance) resolution yet, and begin doing so. The open reply window saves my partial reply as a draft which causes the ticket page to refresh. The page refresh causes me to lose whatever information I've entered into the resolution (or any other field).
Help on edit user
Hello, I've Service Desk Plus 7.0 and I would like to edit a user, but this user as SADmin propertie on him, how can I edit him to take that propertie and to access that user, I'm also SADmin but I'm unable to edit him our the administrator user, also I try it with administrator access to change this user with no sucess. How can I edit ? in SQL ? which table? Best regards.
Cannot start ServiceDesk Plus
Dear Sirs, Please help to check and solve our problem as below: SDP run well after the installation is completed. However when we try to restore the database from a backup file it can not start anymore but stopping at "Application Layer Started...." Please see the below for reference of command line screen when we restore the database: ******************************************************************************** * Restore DB Setup Wizard ********************************************************************************
Updating Technician Information from Active Directory
Hi, It seems that the only records that are updated from AD into the requester_fields table are people who are requesters. Is there a way we can update AD information for Technicians also? Or maybe I am missing where the table that also holds technician information is. As we use SD+ as an internal tool, every user (all Reqesters and Technicians) within the company need business groups, team information and cost centres entered as a technician may still have a technical fault, make a purchase
Wamp server setup using phpmyadmin?
I have been messing around with the trial for a few days and i am wondering if i can setup the database using phpmyadmin through my wamp server. I searched the forums and didn't find anything related so i figure ill post. Thank you for any response.
Report Generation not inlcluded in the Reports
I would like to create a report from the assets for the following details: 1. must generate report for total of computers using a specific software like Microsoft Office 2010. How could this be generated with the following fileds, Computer name, User, Workstation or Laptop, Site and Bios Date. Thank you. Hoping to here from you the soonest...
Technician Role: Allow creation of Incident Templates
Adding this as a feature request as I don't believe it can currently be achieved... It would be good if under Roles, you could assign the ability to create and modify incident templates to technicians with a further option to allow them to create and modify their own templates only or modify all templates. This request comes because I have technicians who require access to create / modify templates but do not require the full Administrator access level. Thanks!
body of email not being received since moving to exchange 2010
using the latest version/build of SDP The body of many of the emails to SDP is missing from our tickets since our mail service has been migrated to exchange 2010. We connect via IMAP and POP is not an option as it is not supported in our organization. I understand this is a known issue and wondering if there is an update as to when this will be addressed as it is making our SDP VERY difficult to use as our users have to be asked to email their requests a second time to personal email accounts of
Using Infopath to Submit API data or pre-filled forms
Hi, We use infopath forms to submit data to various other systems due to forms are prefilled. Has any managed to use Infopath to submit or post data to ServiceDesk API request URL? Alternatively, has anyone managed to get forms prefilled with user data before being submitted? Cheers, Mark
Need to extract the value in Service Desk Plus on Add Notes
I have looked at the incident database scheme and was unable to see where are the values in ADD Notes are captured. Also need a query MSSQL report to view the ADD Notes .We are currently capturing some events value in Add Notes. Hi Guys any Update on this
User Account Control window not visible during remote connection
My client is a Windows 7 machine. I just deployed the SD+ agent to the computer. I tried to run an application with administrator privileges, and I was unable to see the User Account Control prompt. I had to remote into the computer with another remote control tool. Is there a way to fix this? Thanks!
Assets Scanning
Every time i try to scan sun solaris machine. two issues occurs: 1) machine name change to : "-f" (i found that SDP is using command hostname -f) 2)even after that the machine scan failed. I do scanning using local cred and it doesn't matter access method is ssh or telnet I guess from the first command it only means that the SDP has recognized the machine as Solaris. please find the part of serverout log after scanning a mcahine
Servicedesk Plus Enterprise Edition technicians!!
Hi, What about if i want to buy a license for Servicedesk Plus Enterprise Edition 15 technicians?? Is it any possibility to have this license or it has to be like 10 technician? + 5 technicians??? Thank you for your answer Led
Where find the old vercion software for Servicedesk 7611
Where find the old vercion software for Servicedesk 7611
Notification based on category and subcategory.
I suggest that in the registration category and subcategory can add some contacts to receive notifications all concerning requests for a particular category or subcategory. Example: The manager of the financial district should receive notices of all claims of the class Test. Second situation: The supervisor of a department should receive notifications all of requests for a particular subcategory Tip:
Service Desk Plus - Adding Categorys
Hi I am currently evaluatiing this great software and settings some things up. In the helpdesk section I am setting up some categories, and is there any chance that the levels can be expanded to for examble 5 levels ? I have some "headcategories" and then need to have the option of select at least 4 "undercategories". I need this to pinpoint the excact product this ticket is about. And the users are forced to select the right choises. Thx in advance Jobak
How can ServiceDesk be intigrated with sharepoint ?
We are already using sharepoint & would like to intigrate all application onto shrepoint , is it possible to intigrate service Desk ?
Email Command: Operation EditRequest
Was wondering if it is possible to update a request using the above email command - but rather than updating properties in the request, to update the content of the request (e.g. add the content of the email as a new note on the request perhaps). For example: Subject: Server Down @SDP@ Body: @@REQUESTID=1@@ @@OPERATION=EditRequest@@ @@TECHNICIAN=Administrator@@ Server is being restarted <======== This would be added to a note within the request So, everything that is note within a parameter
Persian Calendar
Hi, I defined operational hours and working days (in Iran Firday is off). The calendar works fine in "change module" but it doesnt work in request form or request summary (Global view feature). The graph is started from Monday instead of Saturday. I appreciate your help.
Set time to 0:00 by default on date/time field
I've added a date/time field for Requesters and set it as a date/time field. Is there a way to get the time to default to 0:00? I don't need to include hours/minutes in the dates I'm entering and it's cumbersome to have to manually set the hours and minutes to 0 for every date I enter. Thanks!
Default Purchase Orde logo
Hello, i have a question about how i can change the default logo when i try create new purchase order, currently the default logo to service desk, i want replace it to my company logo and info thanks Ayman
High Memory Utilzation and many instances of Java.exe process
I'm using ServiceDesk 7.5 (build 7504), and I have some problems with two process (java.exe and cmd.exe). This Process are running por more of 30 times with a bit of memory for each. These processes consume all my RAM. There is one picture: How I can solve this issue? Regards, Pablo.
Disable hours/currency in Work Log
Is it possible to disable some features of the work log so that "Time taken to resolve", "Technician's cost per hour" and "incident cost" to not appear in the Work log dialogue box?
Service Desk Plus - Catalog - create an array in the Discussion Field
Hello, I must create a new service in the catalog with a array in the Description field. Is it possible to do such things? Jean
Scheduled Report
As I can delete a scheduled report of a technician who is no longer with us? I await your help
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