Block outbound mail
I need do block outbound mail with a special subject text. Can Servicedesk Plus do that?
Can't open attachments after migration from windows to linux
Hello. I moved SDP from MS Windows Server 2003 R2 to Linux Ubuntu Server 10.10. Everything work fine, but in old (created before migration) requests i cant open attached files. Opens a blank page. In new requests i can open attached files. I tried to repeat migration process from another SDP instanse - the same problem. How i can resolve problem?
Task
We moved from Track-It to SDP about 9 months ago. A feature we feel we are missing is the "assignments" that Track-it had. We could have a ticket, but assign parts of it to different techs. Then only when all "assignments" were complete could we close the original ticket. I know that SDP has tasks, but this does not seem to work the same way. There are a couple big differences. 1. In SDP you can close a work order with open tasks still pending 2. In Track-it it would show the "assignments" in
additional fields - should be possible to add checkboxes
Hello As additional fields, you can add Single-line, Multi-line, Pick List It would really be helpful if you also could add checkboxes Thanks Marc
French translation mistakes
Requester Home ->My summary Pending request should be translated as "Demandes en cours" Requests overdue should be translated as "Demandes en retard" Here are some of the translation mistakes i noticed.. Admin "Notification rules" should be translated as "Règles de notification" "Helpdesk customizer" should be translated as "Personalisation du centre de support" "Service Level Agreement" should be translated as "Contrat de Niveau de Service" "Agreement Additional Fields" should be translated as "Accord
ITIL
Hi, Id like to know if ServiceDesk Plus 8.0 is an ITIL v3 Compliant software. Thanks Paulo Santos
Incident Report
Dear , How to get the incident repot with problem for particular period( with incident id, problem ID , Reported, technician, problem date, close date, impact, solution, workaround) Regards, Ashraf.
Request Closure Notification
I am currently using the feature to notify technicians when a request is closed: "Send e-mail to following technician(s) when a request is closed." However, the technician closing the request does not receive a notification. Is there a way to allow notifications to be sent even to the technician who is assigned/closes the request? Thanks.
Service Desk 8.1 Release date?
We are starting into Change Management and I see that 8.1 is on deck with improvements to the CMDB and Change Request features. Do you have a tentative schedule for that release at this time?
SDP: Report not working when date is included
Hi, I have most of my reports not working (giving out empty sets even when it is obviously not the case) Trying to launch the query created by the wizard directly on the DB generate a syntax error. It seems that Mysql is unable to understand "longtodate". Mysql is the one installed with servicedesk, not a different installation. What can be wrong? Thank you
Users unable to see all their requests
Our users do not see all thier requests in my summary portion of the page. Only last two weeks requests are avilable as whole. Is there any parameter that can be enabled so that they can see all thier requests? Thanks
Service Desk Server Freezes
Hi All We've been working on Service Desk for almost 2 Years now and the past few weeks almost once every 2 hours it hangs and is not responsive. Any solutions for that? Version: ManageEngine ServiceDesk Plus 8.0.0 Thanks
ServiceDesk Plus Password Reset
I am reviewing ServiceDesk Plus and need to know whether it allows for the resetting of passwords by user in active Directory. If not how can that feature be added. Thanks RBSplat
Report for Techinician and associated Groups,Sites ,roles
Technician Role Site Group For mysql , you could use the query below. select au.FIRST_NAME 'Technician', group_concat(distinct(ar.NAME)) 'Role',group_concat(distinct(SDOrganization.NAME)) 'Site' ,group_concat(distinct(qd.queuename)) 'Group' from HelpdeskCrew hdc left join SDUser sd on hdc.TECHNICIANID=sd.USERID left join AaaLogin al on sd.USERID=al.USER_ID left join AaaUser au on al.USER_ID=au.USER_ID left join AaaAccount aa on al.LOGIN_ID=aa.LOGIN_ID left join AaaAuthorizedRole aar on aa.ACCOUNT_ID=aar.ACCOUNT_ID
How to scan OSX with ServiceDesk Plus
Hi We upgraded to Version : 8.0.0 Build 8009 because we recognized in another Topic that the new Version should be able to scan also Macintosh Workstations We got this two error Messages 1) Error : No response received from workstation. Probably the workstation might be switched off or does not exist. Error : No response received from workstation. Probably the workstation might be switched off or does not exist. 2) Error : Connection to RPC server in the workstation failed. I think the first one
Domain name vs AD Domain name Service Desk - Desktop Central Integration
We have both Service Desk Plus and Desktop Central with DC7 sending the asset information to Service Desk. However, when the asset information is passed to Service Desk, it sends the AD domain information and not the domain information that DC7 uses. Domain - company_domain AD Domain =company.local This casues an issue when trying to iniciate a software load from SDP to DC7. Service Desk finds the computer as being in the company.local domain but Desktop Central does not find it (thinking it
SDP - When requester replies to technician's message, the contents of the tech message appear in the description field of the new reply
Hi, In SPD, when a requester replies to the request using reply button located in Requester Conversations block, the description filed of the requester reply is not being cleared out and is populated with previous technician message when a reply dialog pops up. However, the Reply drop down located near Actions button works fine. Please refer to the screenshot attached for more details. Thank you, Miron
Active Directory user importing
Hello! I want to report a problem. Situation. We have a multiple domains in our organization: domain1.org.local and domain2.org.local. In domain1.org.local we have user domain1\user, and he was correctle imported into SD. Then we create user in domain2.org.local with name domain2\user. He created incorrectly: in the "domain" field in SD selected "None" by default. I have to correct it manually. Please include fix for this issue into next update patches. Thanks.
Some field on request template can't set automatically although bussiness rule have been set
Hi, i 've problem when my customer need to set some field automatically in request template when they create new request , i've set business role to apply it, but it's not working. Please need your help. Thanks.
Relationship between request status and the "close" process
When a technician is viewing a request and the "Close" option is chosen from the action menu, the closure window opens as expected prompting for fields like requester acknowledgement, closure code, comments, etc. If the current status of the request is still set as "open", when the this process is used, the status is automatically being updated to "cancelled". Perhaps this is by design, but I'd like to be able to control how the status value is updated when using this "close" procedure. It seem
SDP 8009 - Unreadable numbers on graph
The requests summary graph on the Dashboard can be unreadable at times. See the attached screenshot.
bug with field authorization
I find a really annoying bug.. On the admin side, i'am creating a service request. on the designer tab, for the field "priority", i set "requester can see". then on the requester tab, i add this field. but when returning to designer tab, the field setting change (i have "requester can see" and "requester can modify"). if i correct the setting, the field disappear on the requester tab, and when i add it again, "bis repetita"... is it an known bug? i also have this problem on a custom field. Problem
What time is AD Import scheduled?
Hi all, I need to know what is the time when the Active Directory is imported to Service Desk application. Regards
Automated API Requests and Notifications
We have setup auto alerts from a nagios monitoring setup. Alerts are automatically submitted via the API for ServiceDesk. However, this also generates an email reply when notify requestor is set. I am not finding any location in which I can select to turn that off. I want to keep notify requestor enabled, however I don't want to get the failed messages error when it tries to send to a NULL email address or to an email address that is non-existant. I don't want to setup a junk box that will receive
Windows 7 machines overwriting
Hello all, we are having problems when including new machines with Windows 7 in Service Desk Plus build 8009. The machine is correctly included when the scripts are executed, but when another machine with the same model is included the first one main information is overwritten. Thanks in advance for any help. Cássio.
Need to report off of Send for Approval
We recently began using the submit for approval process in Service Desk. That functionality works great. My question is how can I report off of that information? I don't see those fields available when I try to create a new report. For auditors we need to be able to give a report detailing that the approvals are being asked for and given (or not). I appreciate any assistance.
Record Lock Requests
when a request is being viewed/edited can the system lock out other technicians from viewing/editing the requests? Or is it possible to incorporate a warning message to advise that a technician is viewing the record?
SDP text editor don't work with Firefox 4.0-rc
In Firefox 4.0-rc don't work text editor in resolution tab, Resolution is not saved and rich text buttons do not change text format. Tested in SDP 7.6.0 and http://demo.servicedeskplus.com Error occurs often but not every time. Error Console in Firefox: Błąd: uncaught exception: [Exception... "Component returned failure code: 0x80004003 (NS_ERROR_INVALID_POINTER) [nsIDOMNSHTMLDocument.designMode]" nsresult: "0x80004003 (NS_ERROR_INVALID_POINTER)" location: "JS frame :: http://demo.servicedeskplus.com/scripts/thirdparty.js?8
Sort work logs by execution time.
Is there any way to sort the work logs by the execution time, rather than creation time? It would just be useful to get the chronology of what has been done on a complex request in the correct order.
Confusion surrounding departments
Hello, I am having some difficulty understanding how SDP handles departments. I have imported all of our requesters from AD and had it pull in the requesters and their departments. I see that when I pull up a requester's record, it does show them in the correct department. However, that is only in the "Requester Details" section. Under "Request Details" it still says that the department is "Not Assigned" even though the ticket is for the requester which accurately states which department she
Problems retrieving email
Hi, We've problems on email module. Answers are not added as conversation and email command is not workin. We've checked or settings and they are ok. Can you help us please? Attached you'll find the support file. Thanks and regards, Javier
Measuring Response Time
Does anybody kow how to reliably measure response times. ATM the only reports I can find displays the automatic system generated email (that acknowledges receipt of the request) as the response time. As it's only a second later it's not a suitable measure. I'm still a little bit surprised that only resolution SLAs are being tracked, but maybe that's because nobody knows how to measure the response time. I want to know when my technicians first added a note or a work log. An email from the system
How to stop SDP scanning disabled computer accounts?
Is there anyway to stop SDP scanning certain computer accounts, or to ensure than automatic scans only scanned selected OUs? I've got a few assets that I do not want adding to SDP, but the automatic scan keeps putting them back in, and then I get licensing messages when trying to add new workstations. One other very good reason for doing this - the computer account for pass-through authentication keeps getting added to my list of assets! :(
Migrate a SDP from old domain to new domain (Active Directory Authentication Mode) !
Dear Manage Engine Support Teams, We have a SDP was installed on a server that is a member of domain network. Last time, we choice Active Directory Authentication mode, then we configured it as "import requester from Active Directory". Now, we had to build new domain structure and we already done it. The SDP Server already joined in new domain, becomed a member of new domain network. In the Active Directory Authentication - Import Requester from Active Directory, I didn't see new domain, it
Asset visibility
Good morning, I was wondering if it is possible to delegate control of asset managemt (e.g. add, modify, deletion end visibility) of asset depending of tecnician site, region or group. At the moment we would like to split network asset management from the rest, but everybody who access to the assett part has access and visibilty of everything. Is it possible to change this behaviour? Thank you
Hotfix 8009 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8009 ) release. Issues fixed in 8009: 1. SD-36985 : Reply from mail client is not getting added as conversation when To and CC contains same Email Address has been fixed. 2. SD-36381 : Technician cache was not getting updated while changing Requester as a Technician
Software Manufacturers
Hi all, I am using the latest version of SDP (8003), and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with something like "Adobe Systems", "Adobe Inc." "Adobe Incorporated", all of them being the same! and having software linked to them. SDP 8 does not allow to change/edit the name of the manufacturer
Report - Requests Approval
I am trying to build a report to show all tickets that have approval requests against them specifically i need the users full name. I got some of this from another form post So far i have the following however ApprovalDetails.ApprovedBy comes up NULL. Only user identifying info is the email address. Is there another way to link this? select wo.WORKORDERID 'Request ID', wo.TITLE 'Title', date_format(from_unixtime(wo.CREATEDTIME/1000),'%Y-%m-%d %h:%i:%s') 'Request Date', asd.STATUSNAME 'Approval Status',
Translation mistakes for french version
I have noticed some mistakes in french translation. Some are important to fix because can lead to misunderstanding. So in this case, how should i proceed? Open an issue or post here? Thanks, Mathieu
Custom Reports Required
Hi, I need to create two separate custom reports, can any body help with the query? Report 1 Workstation / Machine Manufacturer / Machine Model / BIOS Date / Operating System / Service Tag Report 2 Workstation / Software Publisher / Product Name / Software Version Any help gratefully appreciated! thanks, Phil
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