Custom Filters - probable incorrect localization of "and/or" in Russian
Hi, SD support! When creating custom filters in Russian locale "AND" rule (Match ALL) works incorrectly - selects requests as with "OR" rule. Looks like SD uses translated word in query instead of "and" - because in English locale everything is fine. Please fix it.
Cannot Find Auto-Assign technician Feature in 7604!
I've just upgrade SD+ to the 7604 build but cannot find the option to turn on the auto-assign feature. I've looked down the entire list of admin options but just cannot see it. Could somebody point me in the right direction please. Cheers John
Permission problem with roles
I have created a role, with permissions to only view requests & assigned it to a technician, I have ticked the box, Technician allowed to view - All in group & assigned to him. However when the tech logs in and clicks the request tab, they can view everything in every group? Why? Help?
failed upgrade now it wont start
I am running build 7012. I tried to do the upgrade and it failed out. I tried to restore from a backup and it still wont start. I am running this on a virtual server so i restored the entire environment to the 21st when it was working and still can not get it to start. environment: windows server 2003 2 gig of ram build 7012 Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Date: 2/27/2010 Time: 2:28:54 AM User: N/A Computer: UK-V-HELPDESK
update 7.5 to 7.6 - any issues? What's the benefit?
Hi everyone I was wondering if someone out there has experienced any issues with updating 7.5 to 7.6. Furtheron I'd like to ask what's the main benefit(s) in your opinion? We're not sure if we should wait for another major update, or just go for 7.6 now. Thanks for any input :-)
Scan Exclusion States
I know this has been asked before but I wan't to bring it up again. :) Dear Santa, To make my year awesome I would love to have the ability to set certain workstations as "non - scannable" Scenario: I have a domain laptop. It is initially scanned on the network to get it into helpdesk. However it's point in life is to be sent out whoop whoop away from my network to interface with some hardware out there. It will never be scanned again and the fact that it shows up in troubleshooting as
Assign multiple requests to a group
Is there a way to assign multiple requests to a different group, instead of going into each one, one by one?
SDP 7010 not pulling embedded images into Requests
Has anyone come across the problem of images embedded in emails sent to the Help Desk not pulling through into Requests? We noticed this happening ever since we upgraded to SDP 7010 last week. Instead of seeing the image, all that is displayed in the Request is a plain box with a red X in the upper left corner. We're running SDP 7010 with MSSQL back end and IE 7 clients.
SDP 7.6 vs Windows Server 2008
Hi Fellows, I am planning to upgrade my SDP server from Windows 2003 Server SP2 to Windows Server 2008, i would like to know before if there is a known big issues reported that may have major impact on this upgrade. Hi people from SDP can you please give your feedback here and recommendation. Please advise, Wanderley Ribeiro
ADS Inetergation & Domain scan will work in ServiceDesk Plus 7.6 installed in Linux?
Installed Service Desk Plus 7.6 in Linux server and unable to scan windows 2003 ADS Workstation & ADS Users - Requester (Import from Active Directory.). It is possible after configuring Samba or any document for configuring windows pc and server in Linux Service Desk Plus.
How do I set field options active/inactive for a specific field?
We would like to use ChangeType by adding new entries, but would like to remove Minor, major, etc. We've found all we can do is add new options.
Importing tickets
Hello, I would like to know if there is a possibility of importing my data from another source, i have been using an internal ticket submission and need to import them to ServiceDeskP so that when our client enters he can see all the ones we have previously work on, both are using MSSQL. Thanks in ADvance!
Apache off-by-one buffer overflow
is there a quick fix for the Apache off-by-one buffer overflow in 7.0.0 ?
iPhone App?
Any chance of an iPhone app for any of your products? I use several, ServiceDesk Plus most heavily. Just curious. Thanks, Tom
Permissions problem
Hi! I have a problem: I have created a role, assigned a specialist to that role. Everything is ok except that he can access Purchase module. He cannot create orders, but he can view orders. Please help me if I can handle issue by myself. Thanks.
How do I mark fields required on the 'New Change' form?
Anyone? Any Idea?
Can I set a new request to automatically send for an Approval
I have a request template for New Employees. The department manager sends this in. I want to be able to have the ability to have the system autoimatically send an approval request to the HR department when a New Employee request is put in. Is there any way to do this?
How to translate some labels?
Hi Everyone! Please advice, how can I translate some text labels to my native language, that are not translated initially? For example "ReOpen" (request) or "Approved". Is there are some files with these variables? Thanks.
Software licences
Is there a way I can add say a batch of 100 Office licences without creating 100 individual entires and then assigning them out to Workstations? Thanks
Additional Filter on Global View - Request Stats
Could it be considered for a addition in a future release to add a filter by Assignment group to the REQUESTS stats on the GLOBAL VIEW tab of the HOME page please. We typically assign to team and then the team picks up the request and assigns to a technician, so the Requests by Technician shows lots of UNASSIGNED. Having the option to report by Group would mean we have the instant dashboard view of where all the work is sitting to be done. Kind Regards, Andy
How to Change DB port of Service Desk in Linux console ?
How to Change DB port of Service Desk in Linux console
Custom Report Help
Please could someone help with a custom report. I need to report on Resolved Time, as well as Closed Time but this isn't shown anywhere. Could someone provide the query that will show the following information:- Ticket ID Requester Technician Priority Category Sub Category Group Status Created Time Resolved Time Completed Time Thanks, Paul
SQL 2005 code to list Assets and all associated Components
img{ *width:700px; max-width:700px; } I am trying to produce a Visio drawings showing links between Business Process and the dependant Assets and Components neccessary to deliver the Service. I've asked for the question a few times now and would be very grateful if someone could assist. Regards Dave
Editing a note displays a different note
Has anyone else had/seen the case where you click on edit next to a note and it provides a completely different note to edit, sometimes from a different request all together? We have a user that is seeing it sporadically.
Auto Authentication Intermittent Issues
All users are intermittently being prompted for their network credentials when accessing SDP 7603. Sometimes they are able to auto authenticate and sometimes they are prompted for their credentials. The system autenticates about 85% of the time. The rest of the time users either have to log in with their credentials or close all browser windows and reopen SDP. Sometimes, a user will have more than one IE window open and closing all the IE windows will allow the user to auto authenticate. Other times,
Descriptions and resolutions disappear when saving or closing
I have had many users complain and experienced the problem myself where a description or a resolution disappears when saving or closing a request. I am on 7603 but have had the issue on previous versions. The issue seems to happen more frequently since upgrading to 7600. Has anyone else had this issue?
Business Rule "Change Satus to Closed" -doesn't work
Hi, I recently updated SD+ 7514 to 7602. I had Business Rules that ware set to Change status to Closed automatically. They ware working OK before the update. After the update, I can't succesfully set the status to Closed with Business Rules. Can anybody tell me if this is a feature change or another bug? Regards /lakend
Unable to restore data - 7603
Taken a full backup in 7603, then taken to another machine to test it. Problem is the restore fails as below: ====================QUERY = INSERT INTO HolidayDefinition (HOLIDAYDEFINITIONID,H OLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING) VALUESnull java.sql.BatchUpdateException: Data truncation at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.ja va:901) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreTableData(Rest oreSDBackup.java:404) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Can't update status or technician via the ServiceDesk API
Hi, I've created a Perl script to update ServiceDesk requests via the API. I want to change the technician, set the status to 'on hold' and add a resolution. Adding the resolution works fine but if I try to change the technician or the status I get an XML response with 'Success' in the operationstatus but the change hasn't been executed. For the technician I have tried sending their name, their email, their username and both their username and email at the same time but none of them work. Below are
Insert from a hyperlink to a document
I need to know how to insert a hyperlink to a document on a new request.
upgrade from SDP 6 to SDP 7 - procedure
hi, we are planning for upgrading SDP 6 to SDP 7 do we have any upgrade package or install SDP 7 on SDP 6 any other things to consider while upgrading, more info Pls advice.
error in log does not make sense
When looking at the log viewer I see a number of entries showing : search key: mac module: solutions type: error My question is why is this showing as an error? When someone searches any term in our solutions module it is showing as an error in the log view even when there was no error (ie there were solutions matching the term).
SLA escalation and notification
Hi, I was wondering if anyone knew a way of achieving the following... 1. All new requests automatically goes into the Level 1/2 queue with a 45 minute resolution SLA and automatically gets assigned to a Level 1/2 technician 2. If SLA is violated then notify whoever 3. Technician in Level 1/2 queue then assigns the request to Level 3, which then notifies the Level 3 technicians and resets the assigned technician to unassigned 4. Level 3 technicians pickup the requests and assign Impact and Urgency
software tracking-how are you using this?
We do not scan individual workstations here but we do supply software licenses. Does anyone use the software tracking ability of SDP without the scan? I am trying to figure out if this will work for us and would be interesting in hearing your experiences. Thanks!
Software Changes Audit Report
Hi Is it possible to get a report that tells me what software was installed or removed during the last 12 months. Regards Mike
Two Awards. We’re Flattered. Thanks!
We are happy to share this news with you. ManageEngine ServiceDesk Plus has won two awards this year, Winner in Network Products Guide Product Innovation - IT Infrastructure Awards 2010 and runner in Windowsnetworking.com Reader's choice Award-2010 . We would like to extend our gratitude to all our customers who voted for us. Thanks for making us the “The Winners”. Let’s bring home more awards together this year. For all those who love ServiceDesk Plus, you can now follow us in twitter @ http://twitter.com/SDPtweets
Reporting on Change Management Assets
Hello, I am testing out the demo of the enterprise edition and I see nothing in reporting that relates to "Assets Involved." If auditors come to me and say, "Show us all changes that have been made to ServerXYZ," how am I supposed to pull up a report of all tickets/changes for that asset? Thanks, Justin
Email Attachments requesting a login
Good Morning, When a user recieves an email from the Service Desk that contains attachments (such as jpegs, bmps), it requests a login upon opening the email. How can get this to dislpay the attachments without requesting a login? This is how it appears at the source level <IMG alt="Picture (Device Independent Bitmap)" src="http://helpdesk/Untitled%20Attachment" NOSEND="1"> Regards Richard
Error Code - 1,264,040,884,085
While trying to save new outgoing email settings, I am getting the above error. Any ideas?
Ability to override work log requirements when closing tickets by closing a problem
When multiple tickets are associated to a problem and the problem is closed you have the ability to close all associated tickets. If the case closing requirements require that a work log entry is added, the request will not close. It would be nice to have the ability to over ride that requirement if a work log is added to the problem.
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