attach documents to a request via 'Actions --> add attachement' menu instead of having to edit the request
Hi I would really appreciate having a new menu item 'add attachment' under the Actions menu in the request view, in order to add attachments to a request. Today, you have to go to edit mode and then add an attachment. IMHO, adding an attachment is not like editing a call; so every technician should be able to do so. To edit a call, you have to have the correct rights. Not all our technicians have the request edit rights in my configuration. Thanks. Best regards, Marc
Service desk Plus Back Up
Hi All, Has anyone tried to do a restore from the BackUp in SDP, is it a full backup can I recover my full system from this file?
Change requester site information on BD
Hi, I need to change information of requesters but I don't have access to AD. So, I have SDP configured with SQL Server and I need to change "Site" from users that I import from AD. What is the table that I have to configure and what Is the field? How can I do that? regards, Henrique Alves.
Incorrect values displayed during Domain Scan - SDP 8008
Hi, Looks like in the latest version of SDP domain scan dialog has some glitches in numbers such as percentage and number of stations scanned. For example it shows 563% complete for 45 stations out of 8 possible. Also the scan doesn't stop then it reaches the end, but restarts itself one or two more times. Please refer to the screenshot attached.
Automatically assign workstation to user
Hi, I think that it would be great if SDP automatically assign computers to users when we importing assets from Active Directory. SDP could match computers to users from “Name” field on “Manage By” tab of computers in Active Directory. Regards, Henrique Alves.
Asset Status Not Changing
Some techs on the help desk are reporting that when they try to change an asset to in use, the user gets assigned but the status remains as in store. This is really messing our inventory up. I've been able to replicate it, and it happens to both workstations and non-IT assets. I am on version 8.0.0 Build 8007.
Remote DCOM Error
Receive the folowing error when scanning the domain with LAN Admin credentials using Build 4112. Did not receive this error with Build 4109. Either access denied for the user or the remote DCOM option might be disabled in the workstation.
SDP 8007 - Pass through authentication - does it work as standard in a Windows 2008 R2 domain?
Hi, I've been attempting to setup a test enviroment to test 8007 before upgrading from 7611, but can't get the pass thru authentication working. I have a case open with Zoho support, but they are suggesting that I need to change the NTLM policy for the domain/servers from the default, and amend various Internet Explorer settings. This seems a bit drastic to me, especially since it is working fine on 7611. Has anyone else had issue with this within a Win 2008 R2 functional domain level system? Thanks,
SDP on Blackberry crashes
Hi Team, We tried accessing servicedesk plus on blackberry phone, but after login it crashes and gives Error 400 Do you need any screenshots for that ? thanks Gopi ME Tech
Automated closing not working....
I'm curious to know if anyone else has had this problem in the past? We recently turned on the automated closing process and set the duration to 1 day, but we've noticed the calls aren't closing after the set amount of time. Also, I have noticed that when we tested this out, a user could leave comments when they closed the call and it would show up in the request. Now if a user leaves a comment, it shows up in the history, but does not show up in the request? Any ideas? Thanks.
Username/login changed in windows AD, but not in Servicedesk?
User has changed his login in windows AD, but in servicedesk his old login is active, and cannot be changed. How to get the account to be associated with his new login in ad? Deleting the account and creating a new one, is not a good options as his reports/history get erased.. Jan
Bug in email processing when email sent To: and CC: to SDP
Since the 8008 update that adds technician response via emails to update the response times we've had SDP choke on several emails that users have both sent To: and CC:'d SDP. Here is the log entry from one of these: [12:53:59:070]|[02-10-2011]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[43]|: MailFetchingTask instantiated. | [12:53:59:070]|[02-10-2011]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[43]|: Host : mfg-nyc-exch1.mfg.prv, username
MySQL Date Queries (Changes/Reports)
I have been putting the Scheduled End Time as 31/03/2012 23:59 for many of my changes to denote that they are to be completed within the next Financial Year, however when I report on these the date is displayed as 01-04-12 I'm formatting the date as follows: DATE_FORMAT(FROM_UNIXTIME(chdt.scheduledEndtime/1000),'%d-%m-%y') "FinishDate") Any help would be appreciated Running ServiceDesk 8.0 build 8007 MySQL
how to report on changes based on Assets Involved
Hi, I haven't been able to figure out a way to create a report (custom or edit an existing report) that allows the report to show changes based on the field Assets Involved. Almost all the other fields on the change form are available as a filter including a couple custom ones I added. Any suggestions on how to get this to work. I am running on SDP 7611, however I have an upgraded copy in our test environment running 8004 and I can't seem to find a way to run this report in that version either.
Sending notification failed
Hi Support, I got error msg "Sending notification failed" while sending reply or forward with Request. for mail server setting is correct setting. Could you please help for fixing this issue? Regards, SOPHAL.
Customize fields that appear for all users in “Request” module
Hi, I need customize requests fields that users are able to see in request module. The point is, I don’t want my clients to see the Technician that picked up one request. So I didn’t add Technician field on my Service Catalogue. BUT clients, by default, have “Assign To” field show in “Request” module. The “Assigned To” field will always appear with “Not-Auth” and so it’s no interest to my clients to see this by default. best regards, Henrique alves.
Site - Refer Default Settings
Hi, Why if I said that one site "Refer Default Settings" he doesn't appear on "Available Sites" to associate to one technician? For eg. I have London and NY. I want that London to have default settings and NY to have "Custom Settings", and I want to associate some technician JUST to London. regards, Henrique Alves.
Scheduling Preventative Maintenance tasks
We recently decided to move our regular tasks away from the old paper based list and onto SD+. Some of the scheduled maintenance tasks disappeared, or failed to start. I've read an old thread that suggested a different requester name to the technician who will be carrying out the duty. I've done that and am waiting to see if they work next time. Is it possible to report on what has been kicked off through preventative maintenance? Is it possible to schedule something for the first Monday of the month
Service Report listing assets
Hi, I would like to a report listing assets assoicated to a service ? so as an example payroll service Firewall001 Server005 Workstation99 Switch02 Intranet Switch99 Server009 Server012 Backup099 and so on. is this possible ? we are running mysql ? on a side note, how about adding a new download area on the website for addon reports ? thanks Michael.
Tickets Picked up Report
I am needing to evaluate my technicians on their ability to pick up tickets from each other. This is something that they need "encouragement" on, and will tie into their performance appraisals. Is their a report that can show the following for a monthly basis: Grouped by Technician name Number of tickets that the technician has picked up Then the ticket details List of tickets that were picked up The Requester The subject The person they were picked up from. The age of the ticket The ticket create
Ability for Users to close their own requests
It would be at times beneficial to allow the end users to close their own requests. We have occaisions where users raise a request and then manage to solve their own problem by looking up solutions or trying something different. It would be good if the user could select an option to close their request and be prompted to add a note or resolution as to why they want it closed. What usually happens at the moment is we have users adding a second request asking to close the first request which just adds
Site field not filling when we add the requester via API
We're using the API interface to add a new requester to SD+ and its works good, but the "Site" field is not filling in for the added requester. I've already tried to change the field name from "site" to "siteName" (in the "admin_api_addrequester.htm" file) but it doesnt work. Can you help to solve this problem?
Issue with numeric fields
Request - Additonal fields (numeric) don't permit the use of decimal points. Also, it would be nice to be able to define a "currency" field
Time / Project Management Reporting
I think that ServiceDesk has the capability of being an extremely useful tool to allow engineers to manager their time and minor project management tasks. I have created a request type of 'Project Task'. I then add 'tasks' to this request. By doing this I can better manage my time, and handle minor project tasks. The thing that is lacking is the ability to report on the tasks that have been created within requests. Or at least I can not find a report. If can do this I can manage the progress
Requester Auto Creation creating duplicate users
We must have user auto creation turned on to meet a business need. However, we are seeing many instances where an existing user is mailing requests to helpdesk and SD8 ( 8.0.0 Build 8005) is creating a duplicate user. This causes problems in our site based user groups and technicians whose role it is to respond to a given site's tickets as the auto created accounts have a null site. I would like to understand why this may be happening. Please explain the matching algorithm that (at least sometimes)
Upgrade path from v7.0.0 Build 7015 to v8
Can someone please tell me the recommended upgrade path from ServiceDesk Plus v7.0.0 Build 7015 to v8? Thank you in advance
Change Aproval issue.
My problem is that when a techinican make a change in request and add a CAB member to grant approval from approval authorities, then approval authority recommand or reject the change , will be update in Approval status, but the issue is that next time the approval authority again open that approval email and make the approval reject it will again update the status as rejected , so i think it should be locked when first time approval granted. kindly advice me if the solution exists or it come in next
Create Service Request from Incident
We have intake of requests from email to our helpdesk@ email account that the system turns into Incidents. In many cases these requests are not incidents at all. It would be helpful to be able to 'convert' them to service requests, or given the separation of these two systems, at least create a Service Request from an incident with a linkage created, similar to incidents and change requests. field label matching import of data to the Service Request from the Incident would be a bonus. Though
ServiceDesk Plus
Is ServiceDesk Plus FULLY web-enabled? Meaning there is no need for software of any kind to be installed on desktops? I have spent a lot of time reviewing your good documentation on components and all, and seem to get conflicting answers. Thank you.
List of enhancements / issues that is getting fixed in 8008
Dear Users, Following are the list of enhancements / issues fix we are planning for the upcoming hotfix release. And the tentative time frame for the release is by end of this week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus. New feature in 8008 SDF-30571 : If a technician replies for a request from his notification email(from his mail client), and included the requester email in the to/cc list, then that reply will be considered as response for the request. And if it is
Hotfix 8008 Released !!
Dear Users, Hotfix over 8000 has been released, and you can refer to the below announcement for the enhancements / issues fix done in the hotfix 8008 release. https://forums.manageengine.com/#Topic/49000004804107 Regards, Srikrishnan ServiceDesk Plus.
problem with decoding name of email attachments (cyrillic)
We send email with attachments to SD in russian language. And in SD it's look like this: Çàÿâêà íà ïåðåêëþ÷åíèå.doc (Character set CP1252) but must be: Заявка на переключение.doc (Character set CP1251) SDP Version : 7.5.0 Build 7508
Re-assigning old service requests
Hi. Hoping that you can please assist. We have a problem with having duplicate requesters on the Service Desk. We would like to edit the database to have all service requests logged by the old requester re-assigned to the new requester. Unfortunately it would be too time consuming to have this done via the Interface. Please could you let us know how to go about doing this via the backend. thank you
Problem in Upgrading SD version
Hi Currently i am using version 7503 and i follow the upgrade procedure to upgrade SD service pack to achive 8007 and successfully i upgrading to the version. Following issues i am facing : 1) Reply to requestor not shown in conversation and thus the icon is invisible not green and email are not sending to requestor. i have checked all my settings, email server, antiviurs all working fine also check by disabling it. but the problem is same. 2) after upgradtion i take a full backup then if i restore
Service Request Template - based SLA's seem to have disappeared recently.
We have a test instance of the software on an earlier release (this year though) that allows you to paint an SLA field onto a service request template and set a default sla. Our production site (patched more recently) does not have this ability, even though it still has the configuration interface for SLA's under the manage drop down on the Service Request admin page. I've searched here and generally review service pack release notes, and I am not sure what happened to the ability to set SLA on
Date Formats for Reports
I'm writing some custom reports and I just need to understand the date fields so that I can manipulate them. When I look at a date such as WorkOrder > CREATEDTIME the field shows as a number field with numbers like 1,278,473,558,292. I'm not sure how that relates to a date and how to then convert that into an actual date. Can anyone advise? I'm using Crystal Reports.
Lock requests
Hello! There was a problem the following lines: I'm going to bookmark Inventory - run a scan: Detected workstations and during the search on the database server starts a process to block another, then the next and previous blocks, ad infinitum until it falls SD. Software Version: 8.0.0.8007 Here is an example of a process that is blocking: ----- DBCC INPUTBUFFER ---------------------- SELECT Task_Input.INSTANCE_ID,Task_Input.SCHEDULE_ID,Task_Input.WORKFLOW_TEMPLATE_ID,Task_Input.SCHEDULE_TIME,Task_Input.EXECUTION_START_TIME,Task_Input.EXECUTION_FINISH_TIME,Task_Input.WORKENGINE_ID,Task_Input.ADMIN_STATUS,Task_Input.OPERATIONAL_STATUS,Task_Input.SERVER_ID,Task_Input.CRID
Can SDSiteAdmin see the request of the other sites to which he is not associate?
Can SDSiteAdmin see the request of the other sites to which he is not associate (he has just SDSiteAdmin Role)? For example,when he is just responsible of Site A, can he see the requests of other sites?
Under Problem cannot assign to specific group or technicien
i this is only happening for one of my problems. when i create a task and attempt to associate to a group or technicien there is no options showing up from the drop down. so far only 1 problem has this issue and the other problems work properly. (eg. i can assign tasks to groups, technicians using the drop downs.
customize Service Catalog task mail
can the task mail for service catalog workflow be customized in such way like the other notification mails. or not
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