Cloning Service Request in SDP
We have to make system config changes to 50 locations, with each location having it's own Change so we know when it is occuring (i.e. appears in the Change Calendar). Is it possible to create the first change, put all the documentation into that change and then for the other 49 locations clone/copy the first change request and just modify the location and date. This would be a lot easier than having to type the same info into 50 change requests. Thanks, Simon
Scheduler doesnt show all tasks for a specific site or Group
hi there, using the scheduler I cant get it to show me just the tasks and changes for a specific site or group. It only allows me to show on a per technician basis. this is annoying for example if you have a bunch of tasks that are not associated to a specific person. Maybe I have made a mis-configuration somewhere?
Address Lookup in Reply or Forward
For all types of replies and forwards (incident, service request, tasks, changes, etc), when adding names to the To and CC fields, I notice the address name look up works if you start typing the person's email address (i.e. typing "jsm" will perform a look up and return possible names, jsmith@email.com and jsmithers@email.com, etc). Is it possible to add the option of typing a portion of the friendly name, like first or last name, and have it auto populate the actual email address when the reply
Separate organization units running on single ServiceDesk instance
Hi, Is it possible to create high level of separation for two groups that have different workflows, assets, SLAs etc. One group is standard IT that work with regular users and backoffice tasks/problems/requests. They have set of servers and workstations. Second group is production group which manages production service/servers. The goal is to set the application in a way that each group will continue to "feel" and work on their environments and work will not become "cluttered" by requests, problems,
Helpful assistance
I would like to praise the service I received from a nice girl in 'Tech support' Reana. On 7/2/11 at approx. 11:00am. She was very efficient & helpful. Yours sincerely Glen Hollis.
AssetExplorerClient
Would like to have option for the AssetExplorer client to immeditely report and update the currently bound IP address to SDP's inventory. Problem to solve: When a laptop not connected to our internal network comes up it gets a private IP address of whatever network it is on. As soon as the laptop makes a VPN connection it binds to and receives an internal IP address. The problem is that the AssetExplorer Client reports to SDP's inventory the external IP address which is meaningless to our IT department
SD 8007 - Group not set
Hi, Since we upgraded to SD 8007, emails are not getting sent when requests come into our group. We see that the issue is that when a reqest comes in, its group is no longer set to our predefined group name for our incident templates, it is not set at all hence no mail comes in. We have the group field mandatory and visible to technicians but not to requesters. It is forced to be a particular group but when a requester then creates a ticket, this group is found to be not set. This happened right
changes to remote agent settings?
I thought I saw somewhere in the install documentation that we could change the remote control settings to not prompt a user to allow us to connect when using the remote control function? We need the non prompt setting for some of hardware that does not have keyboard or mice attached... is this possible to do? And how can we do it? Also, does the servicedesk log any of the remote session info anywhere? We need this function for compliance purposes.. Any help would be greatly appreciated!!
Scanning network devices - printers
I'm running SDP Professional 7.6 Build 7604 and I'm trying to get SDP to scan my printers. I've verified they all have SNMP enabled. They're mostly Xerox, with some HP and Canon printers. SDP seems to be scanning them but only pulls the DNS name, it doesn't pull the type or serial # of the printer. Is this something SDP can't do? I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches,
Searching all requests by Requester
Is it possible to be able to quickly search for all requests by a requester without having to create a new custom filter or report?
Firefox 4.0 and Forwarding Requests
I've found that while using Firefox 4.0 Beta and forwarding requests, the description of the request are not included and is left blank. This is apparently caused by Firefox's built in pop-up blocker. If you disable the pop-up blocker on your ServiceDesk site, the description is shown while forwarding a request Just wanted to let everyone know as this has been frustrating me for a couple of weeks now.
Preventative Maintenance stuck in a loop
I have this problem that after I create a scheduled preventative maintenance task the page starts looping on itself over and over again. After hitting refresh-stop a bunch of times it will eventually display, and if I delete the task it doesn't loop. There are lots of bugs in 8.0. If I were in charge there I would put a freeze on any new features until all the outstanding bug reports are resolved. Maybe have a week of QA where both developers and testers try out every feature of the application
Problems in SDP
Hi, 1.For my network templates i have added a new field, named as "IP address" in incident template and Service Catalog services as a numeric. Whenever a requester adds the IP address suppose, say "10.100.13.89" then it doesn't takes the value entered. It shows an error as "Please provide the numeric value for field". Attached is the screenshot of the template i want to add, named as "numeric.jpg". 2. Whenever a note has been added by technician, it asks in a pop-up "Show this notes to requester
Problems / requests - Tasks report
Hi, I'd like to make a report with all the open tasks, with the problem id or the request id linked to them. The columns I need are : category, sub category, item, technician assigned to the request / problem, technicians assigned to the tasks, taks status (open or on hold), and task title. Thanks Fabrice
Reports on archieved requests
Hi, I would like to know if in further verions of SDP it will be possible to create reports that would include datas of archieved requests. Actually with the current version I archieved all request closed for more than 2 years, but I can't retrieve statistics to compare, for example, numbers of requests year by year, or other informations more than 2 years old. Or perhaps I do wrong and it's possible... Thank you for your replies !
What to use for 'None' when running a report against a Multi-line or Single-line additional field
I'm trying to run some reports that will show me all of the tickets that exist where a custom Request - Additional field is not empty so that I can determine how often the field is used. Let's say we have a custom single-line field called "Phone". I have tried running a report that filters the Phone field by: Phone Is Not 'None' (I've also tried without the single quotes.) When this report is run, it still shows me tickets where Phone is "Not Assigned". I've encountered this issue with both single-line
on calander, choose group drop down shows no groups even though groups are configured
when i try to limit the calendar view by group, there are no options from the drop down even though i have configured groups on the system. thank you
Information-bubbles for Requester in Request Templates
I would love to see a feature, that let's you add a kind of "Info Bubble" (Help text) for any field in every Request Template. This would help to improve the quality of information provided in the webform by Requesters. Something similiar to this:
Attachments not included
When forwarding a conversation, if there are any attachments, these are not included. This means I have to save the attachment before I am able to attach it to the new message. Could this issue please be resolved? 8.0.0 Build 8007 Kind Regards,
Email new requests on Management Engine
Hi, We are using manage engine plus and im not finding anything in the help guides to help me with setting up my email requests. Problem is that when sending a email to the manage engine it automatically logs a new request which is what i want but I need to know how do i specify using a email what group it gets assigned to. Can anyone help me with a break down of how the email requests are setup? thanks Romano
when editing asset, product name drop down doesnot display fill list of products
Hello, whenever i want to change a product name by clicking on Edit the full list of products is not available from teh drop down. as a workaround i have to go to Actions-Modify Type, and here i can see the full list. this seems like a bug to me. thnx.
Poor site performance in SD+ 8008 with IE7
We just updated to SerivceDesk Plus version 8008 and all our Technicians are complaining about very bad site performance. We are all using Internet Explorer 7 & 8. I give you some examples: Sidebar > Search "Requests > Default Search" > any search: takes sometimes ~10 seconds to display search results Requests > Inside any Request > Action-Menu: takes 2 - 3 seconds to show up Requests > Inside any Request > Solution Tab: adding the solution & changing status sometimes takes ~15 seconds Requests
Regarding Technicians and Templates
Hi, 1. When we re-assign any ticket to another technician, can we get a report of how much time did both the technicians spend on the same ticket. eg: Suppose Tech A worked for 1 hour on some ticket and then it was reassigned to Tech B who worked for 2 hours, so can i generate a report which shows me the time spent by both the technicians on the same ticket. 2. Can we increase the size and fit the complete the template name under one line instead of multiple lines. Please find the
ServiceDesk Plus Professional - Service Catalog
Hello guys, I was actually quite exciting about the version 8 release, and don't get me wrong i still am. But... One of the most anticipating new features implemented, the so-called Service Catalog, isn't available in the Professional Edition, which suprised me actually (not even in a limited manner). My reasoning behind this is that the Professional Edition with 250 or even 500 assets basically means you have somewhere between 50 - 300 people to work for, which is quite a bit to do on your own.
Importing data into "Changes" from another system
Hi, We currently have a custom made system to handle internal "Change Requests". We are looking at your solution, ServiceDesk Plus, to enhance our Change Requests, and also use it for other means (incidents, assets, etc.). Is there a way to import data into the ServiceDesk Plus, but also keep the essential information from our old system such as, creation date, implementation date, requester, approver, servers affected, etc.? I don't seem to be able to retrieve such functionality from your system.
Requester conversations and emails received from SDP
It seems like that whenever SDP receives an email and correctly identifies the Request ID, the email will be attached to the request in the "Requester conversations", so the requester will be able to read that email. Is it possible to configure SDP in order to have attached in the "Requester conversations" only emails actually to or from the requester? Suppose, for instance that the techincian working on the request wants to forward it to a colleague, and the colleague replies to the email: the two
Group Mail Settings
I've been trying to find documentation about what the Group Mail Settings for each Group do but have been unsuccessful. Can anyone explain this section?
SLA Timestamp in Notifications
Is it possible to get the SLA Timestamp in to the Email notifications? For example: A technican has opened an Incident and the SLA is 4 hours until the first Escaltion is reached. Is it possible to get this timestamp, when the first Escalation will be reached into the Email notifications? Regards Thomas
SLA warning problem
Hi, My SLA warning system has some problems: - The alert's content is incorrect: The hyperlink refers to one request but the title, category refer to another. For example: Request 1: title: abc category: abc hyperlink: http:abc The SLA warning content is: title: abc category: abc hyperlink: http:x (which refers to another request) - The system
Ability to follow a particular request?
Was the feature "Ability to follow a particular request." ever implementet, or was it cancled ? The point of it, was that sometimes it could be useful to be notifed when a request is updated, if if I am not the technican nor requester!
Unable to edit all "Preventive Maintenance" tasks after upgrade to 8
After upgrading we lost completly the ability to edit and change all (dozens) existing preventive maintenance tasks. Please help... The edit screen show the PM tasks empty and until now the only workaround is to created a new PM and delete the old one.
Data Truncation exception when creating new Request Filters
Hi All, Just a FYI post of an issue that I came across recently. We had a couple of users reporting that when trying to create a new custom filter for requests they were being presented with a 500 error and a stack trace. Upon investigation of this error the root cause of this was found to be a Data Truncation SQL exception when inserting the row in dbo.Criteria (this is on MsSQL Server) After looking into the logs and finding that the LOGICALREPRESENTATION field on this table was set to nvarchar(300)
How do users connect to ticketing system?
after install, can you set something up in DNS so users can type "helpdesk" into a browser and launch the authentication page? how do you guys do it?
& symbol not displaying in Item list and Group field not populated
We've just upgraded to 8007 from 7600 and now, if a ticket's resolution field is populated and the end user replies to the ticket the owner of the ticket receives a "Request re-opened by the user" message, even though the request was not closed/resolved yet. And for items that have an & symbol in them, the text starting from the & symbol no longer appears in the drop down list and only reappears when you save the ticket Select from list - should read P&R, only shows P Item is saved ticket reads
Reports, Time Elapsed vs Time Spent
This is more of a language issue then a bug. For a request of any type the Time Elapsed = Time Completed - Time Created, and Time Spent = sum(work logs). I know way back when Time Spent = Time Elapsed, but with work logs this is no longer true. I would update your ReportColumnDetails table, to change the TIMESPENTONREQ to point to sdp.reportcols.mod2.timespent which shows "Time Elapsed" instead of sdp.reportcols.mod1.timespent which shows "Time Spent", or change sdp.reportcols.mod1.timespent
Domain Asset Scan Broken in 8.0SP5
I am getting intermittent General Failures at random places during a domain scan. I can scan those failed assets successfully manually, but it breaks when doing a whole domain scan. A broken log entry: [12:00:57:070]|[01-10-2011]|[com.adventnet.servicedesk.asset.task.ScheduleWorkstation]|[INFO]|[46]|: Going to schedule scan for workstation <SystemInfo WORKSTATIONID="320" WORKSTATIONNAME="mfg-nyc-ads2.mfg.prv" MANUFACTURER="VMware, Inc." MODEL="VMware Virtual Platform" SERVICETAG="VMware-56 4d
How to keep incoming emails in mailbox
Can anyone tell me how I can keep a copy of a requesters email in the mailbox that SDP uses, when converting it in to an SDP request ID? Thanks.
Asset Explorer Agent Service stopping
He are deploying the ServiceDesk (8.005) Asset Explorer Agent to our Windows XP workstations. While most agents are ok, we have some that are giving a 'Failed to communicate with agent" error in the scan windows. We are also unable to remote to certain workstations. When we look at the workstation, both the Asset Explorer and Remote Desktop Agent services are stopped. I try to start the Asset Explorer service, but it tells me that there is nothing to do so it is stopped? Is this normal behavior?
Auto-complete the user survey?
If the user more than 6 hours not to complete the user survey, you automatic scoring?
Unable to update to 8007 , The update fails right after the backup is run...
After it fails it sends me to this link: http://www.manageengine.com/products/service-desk/upgradefailure.html I'm able to start my ServiceDesk Plus install just fine and it still works as normal... I can't see any reason why the update won't install. I'm running version 8.0.0 Build 8006 trying to update to 8007. I can attach my support file if needed, I did a search on the forums and haven't seen others having this issue...
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