Address Display Format for USA
Is thier a way to modify the address setup? right now if I print a PO or view an address within the SD Plus its; Street, city, Zip, State Can we modify to refect the US addressing scheme of; Street City State ZIP
Update request by mail
Hi, I need to allow some customers to update Request by mail (Status and Description fields). There's some way to do this? thank you all, SL
Dashboard
I was wondering if there was a way to add extra request filters to the dashboard? I would like to be able to filter open requests by the technician they are assigned to rather than just my own - is this possible? Thank you for your help.
Hyperlink in email to request is not working
When we generate an email notification to a technician with an embedded link in the email to the specific request we get an error message because the beginning portion of the hyperlink is being repeated. Here is an example: http://webserver03:8080/http://webserver03:8080/WorkOrder.do?woMode=viewWO&woID=452 I have try changing alias url but it won't let me leave it blank and anything else in there causes this error. Currently the alias url contains webserver03:8080. Thanks in advance for your
how to add software license to request as linked asset
1. We have our SD+ software registered as software license (thus asset). 2. We have this software linked to the server it is installed on and it is scanned. 3. I want to create a new request linked to this asset (in casu this ManageEngine software) but cannot find this in the list of assets while entering a request. Am I doing something wrong here or is this a issue which requires a special workaround?
Cannot fetch email from a free email account, please help
I have configured email server settings in the latest version of ServiceDesk Plus and started fetching email. However, there are no email messages appearing anywhere. I am wondering where I should navigate to in order to see fetched email messages. Also, please let me know what free email accounts this application supports fetchmail for. I have heard ServiceDesk Plus cannot fetch messages from a gmail account and my company needs to find another free email account. Thank you
how to activate a deleted user?
Hi I have a requester who was working for us until 2008. Now, in 2010, he has been engaged again. When launching an SQL request SELECT `USER_ID`, `FIRST_NAME`, `MIDDLE_NAME`, `LAST_NAME`, `CREATEDTIME`, `DESCRIPTION` FROM `aaauser` all the delete users are listed. In the table aaauserstatus, all users (even the deleted ones) are in status ACTIVE. How can I activate his user account in SD+ instead of creating a new one? Thanks, Marc
Turning off email requests
Hi, We are using ServiceDesk Plus 7.6 and currently have the users going to the website and opening the requests. Well, some people know that if they send an email to helpdesk@company.com it will auto create the request. We would like to disable that feature to force the users to sign in to the web form. Is there a way to turn that off without compromising the reply feature when the users are answering questions to already opened requests? Thanks
Ticker/announcement for Requester
Is there anyway to show announcements in the requester part of the Service Desk? Eg we have an externally hosted exchange solution, which has its issues, so when a user goes to log a call via the service desk area, they can see via an anouncement or ticker that IT knows there is an email issue currently. Thus less duplicate calls . thanks
Multiline Additional Fields for Assets not showing correctly.
When I add Multiline Additional Fields to Assets they don't show up as multi line in the create/edit asset page. This is my additional field: It contains 4 lines in total: Fahrzeug Nr.: Fahrer Nr.: Cadis User: Barcodes: This is data I only need for our scanners - so I don't want to waste Additional Fields and make each one it's own field. This is how it looks in add/edit asset page: Scrolling doesn't work either. The problem is the way SD+ renders these fields: <td height="20" align="left"
Unable to delete departments in Servicedesk
I am trying to remove some old departments but it is not allowing me to delete them. I am getting error saying that they are still in use and cannot be deleted. I have gone through and run the database queries that are supposed to remove them but I still cannot get rid of them. I ran a report to find all of the requests still using those departments and deleted them and I am still unable to remove them. Please help. Thx
Error message when trying to restore to MSSL DB
I'm trying to move from mysql DB to mssql accorging this support note : http://www.manageengine.com/products/support-center/mssql-configuration.html When I start the restoreData.bat script, I get an error after a few time : Unable to restore database : Violation of UNIQUE KEY constraint 'SoftwareList_UK1'. Cannot insert duplicate key in object 'dbo.softwarelist'. I have tried to setting up SD+ on an other server an restore my backup using, same message. I guess there is something wrong in my current
Manually Asseting Software to System
Is there a way to manually assign a software license to a system? There are some systems that are either 1) unable to be scanned by ServiceDesk or 2) the software on the system is unable to be detected. This causes a problem when we need to know what system is using a certain purchased software. For instance, one product that we purchased is a plugin for another product. There is no way for ServiceDesk to pick up on the installation of the plugin, so the software shows as not installed even though
Changing Default Home View
When you first login to Service Desk Plus, on the main Home tab, in the right hand frame there are two tabs: my view and global view Under my view, it lists tasks, requests summary (overdue #, pending #, due today #) and announcements Is there any way to simply make the requests summary actually list the requests? The overdue, pending and due today are really not helpful and slow down my technicians. We'd all like to simply be able to view the requests the moment we login instead of having to click
Software license reports
Please find the Software license reports below . PURCHASED VS INSTALLED : 1 Site based : Software Manufacturer Type Category Purchased Installed Max Used Site SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",Max(SoftwareType.SOFTWARETYPE) "Type",Max(SoftwareCategory.SOFTWARECATEGORY) "Category",COUNT(DISTINCT(SoftwareLicenses.RESOURCEID)) 'Purchased',COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' ,COUNT(DISTINCT(MaxUsedSwInfo.SOFTWAREINFOID))
All my assets are marked as workstations
Hi I have scanned our network to have a full list of all our network attached devices. However alle assets are marked as "Workstations" (also printers, switches and more). How do I change those to the right type? Kind regards Laurids
Requester cannot close request through email
Hi, I tried to send an e-mail to close an already open request but it creates a new request. In the error log, I see it says that the Requester doesn't have permissions to CloseRequest. The contents of e-mail contain the following @@OPERATION = CloseRequest@@ @@REQUESTID = 54@@ @@TECHNICIAN = administrator@@ @@REQUESTER = administrator@@ Please let me know if I'm doing something wrong and what is the correct way to do it.
Wrong German translation in the Request Approval form
We realized - due to complaints of users - that there is a mistake in the German translation in the Request Approval form: In English, the request can be "Recommended" or Rejected" via radiobuttons. In German, the first button "Recommended" is wrongly translated into "Aktion". It sould read "Zustimmen" / "Freigeben" or something similiar... We are using ServiceDesk Plus 7.6 Build 7608. Is it possible, to fix such translation mistakes ourselves? If not, I'd rellay appreciate to see a fix for
[Resolved] Upgrade from build 7500 to build 7514, then to build 7514 to build 7600
Good afternoon, We tried to update Service Desk Plus from build 7500 to 7514. I've dowmloaded the pack from there: http://www.manageengine.com/products/service-desk/service-packs.html Then I launched the UpdateManager.bat clicked on browse and picked the file ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_14_0.ppm There I have an error message : "The file that you have specified is not compatible with this product". (see print screen) I checked the version of the software: it's the build 7509 (see print
Strange Time Format
Under the Personalize options when setting the time format I can choose the time format 30.36.2010 8:36 This then renders as: I am pretty sure this is supposed to diplay as 30.06.2010 08:36
E-mail Command Ampersand
Hi When logging requests with the e-mail command facility, it won't populate the site if its contains an ampersand. i.e. @@SITE=Blah & Blah@@ I have tried alternative ascii codes and do not wish to change the site name. It just doesn't populate the field. Any help would be appritiated? Thanks
interconnection BES server - Service Desk Plus
Hello, I have a Service Desk Plus and I would like to know how can I make Black Berrys connect to the Service Desk using a BES server? I already Tried using the black berry web browser, and it doesn´t work. I appreciate any help you can give me!!!! David!
Default formating of technician Font size/style
I would like to be able to set the default font, font size and style from an administrative perspective. How can I do this so everytime a new response to a ticket is written the font is arial and size is medium? The text interface is cumbersome and you have to guess what font size is which. Normal, medium, large?? How does that equate to font size 8, 11, 13? Can I edit an ini file or code to force this? Joe
How to remove overdue status? (Due to incorrect category)
Hello, I have just upgraded from 7.5 to 7.6.08, and I have a problem, because SDP behavior has changed. In 7.5 if request was getting overdue due to wrong category, or priority, we just had to correct it (category&priority), and overdue status was gone. In 7.6 - if request gets overdue status, it stays event if we change category to one without SLA! This is incorrect behavior. Is there a way to remove overdue status? Or we have to wait for fix? Regards, Artur
Upgrade UAT Guidelines
I am about to upgrade my TEST environment to 7018, with the idea of going to iunstall 7.5 later in TEST then in Live. So this upgrade is basically a test upgrade to my TEST environment. My question is: Is there available a UAT checklist of what should be tested? I know, some will say, test what functiuons you use now, but was hoping for a more comprehensive test sequence. Hope someone can help
Request Custom Views are not properly working when SD is set to non-English
After the latest patch, Build 7608, finally the Custom Views do work again. Unfortunately we realized, that there is another issue: When configuring a Request Custom View, it is only properly saved & functioning, when the ServiceDesk Plus language has been set to "English" (by the User) However, the Custom Views do not work (get not applied) when created when the ServiceDesk Plus language is something else beside English (in our case it's German). I'd really appreciate if this could be solved
Upload to Pick List for New Template
I am using Service Desk for document management and it works nice for our needs. I need to create a new template to track training records for employees. Can I do any of the following: 1) Populate the pick list from the available requesters and technicians in servicedesk 2) Populate the pick list from AD on the domain controller 3) Upload the AD users to the pick list so I do not have to manually input each name For training records, I would select multiple users from the pick
Is it possible to view all reports generated by the technicians in SDP?
We currently have several technicians that have produced various reports and I would like to know if there is any way to see these reports. From the administrator account is not possible. Thanks in advance.
Escalate to Technician's Supervisor
We use ServiceDesk for multi organization, so we would like to set escalation to each technician supervisor which the information already setup in our AD. Can it be implement? For example, Organization 1 : A's Supervisor is B and C is B's supervisor Organization 2: D's Supervisor is E and F is E's supervisor If it is high priority and A is breach of SLA, the case should be escalated to B, and C espectively While if D is breach of SLA, it will be escalated to E and F espectively.
Auto-refreshing the Home tab
Is it possibe to have the Home tab auto refresh, as it is with the request tab?
Reporting Transferred Requests
I've been asked to report on requests transferred to and from each technician on a monthly basis. I can;t find a way to do this. The only reference seems to be the history of the request. Has anyone tried to achieve this before? We're running version 7508. Thanks in Advance, Nick
SSL cipher strength
Hi, Could you please advise how we strengthen the SSL Ciphers in use as we can't find the apache config files. This needs to be done before we make our Server Public Facing otherwise will will fail our PCI Scans. Thank you,
SQL statement for Hardware inventory
Hello I want to make a report of my workstations. Could anybody give me please an SQL statement for a list containing following data: workstation_name Mac-address IP-address as well as the user and the department in case the asset is in use. Thanks a lot, Marc
Stop timer NOT started when Requests are Resolved?
Hi, I've noticed some Requests go overdue immediately when requestors reply to resolved requests. Even though the Request was put into the resolved status before the due date, users who reply after the due date automatically make the request go overdue. It seems that the stop timer does not start when Requests are put on hold - is this correct? I appreciate I can use the settings under the Admin / Self-service portal settings to prevent requestors re-opening Requests with emails, but we like this
Submit Requests via .Net Application
Just wondering if there is a way to use the API from a VB.Net application that i am developing? would love to be able to add requests thanks
Issues of OpManager Build 8052 and ServiceDesk Plus Build 7608.
There is an issue of integrating both the applications. OpManager does no log auto-tickets in SDP. The dopcumentation says as follows:- "Since OpManager uses email as the mechanism to log a new ticket, you need to enable the “Email - to - Request” conversion feature in ServiceDesk Plus." Where is this feature in SDP release 7608 ? Regards, Shah...
Delete all request and reset request counter
Help me to delete all requests, computers, changes , announcements, tasks and other elementary operations but save all requesters, specialist, group, categories, knowledge DB, all template and other settings that I have in Administrator tab and reset request counter. reinitializeDB.bat don't help me because it kill all and Admin settings too.
Forward Template not used when forwarding "Conversations"
Apparently the "Forward" template (Admin > Notifications) isn't referenced when forwarding a "Conversation". It works fine when forwarding the "Description", but not for subsequent conversations. Please confirm and address this issue as soon as possible. Thanks- Marc
reporting & stats issues after moving requesters to another site / department
Hello We have 4 users that changed the site and the department 3 months ago. Unfortunately, I forgot to update their site and dept in SD+, so we continued to open requests for those people on their old department. I changed now the site and department of the 4 requesters. When launching the request report by department, the requests are still booked on the old department. Then, I edited the requests and updated the site and the department to the new state. The report is still not updated, and the
Need to keep users from being able to change their department
I need the ability to lock users departments and keep them from being able to see other departments that are listed. Is there a way to do this? Thank you, JW
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