When opening a ticket then the wrong ticket opens (always same wrong one)
When opening a ticket that's new, when you click on the link in the list view then it always opens ticket 116 (which is closed). If the ticket was assigned, then it opens normally. Removing part of the URL that opens seems to help (stripping the query string all the way back to the ticket number). This is an issue occurring on Firefox and Chrome, but does not seem to affect IE.
Managing resources (in this case printers)
There's a lot of information I'd like at quick disposal for resources, specifically printer IP, printer general information i.e. the vendors service tag # for the printer, their phone number, typical user setup scenarios i.e. scanning paths, credentials etc. Since ServiceDesk Plus doesn't have any "Free form text areas" I was going to attach .txt documents to the asset with key information; however, from time to time these .txt files will need updating and ServiceDesk Plus is only opening the .txt
Assigned to Technician notification not going to everyone
We recently upgraded to 7.6.0 Build 7602, and several technicians are reporting that they are not receiving a notification when a ticket is assigned to them. As I am receiving notifications, and have verified that this option is selected in the Notification Rules, I'm unsure what to do to correct this issue.
AD authentication
Hi, I want to enable Active directory authentication, Service Desk 7.6.0 build 7603 installed on Windows 2008 R2 whereas Domain controller is Windows 2003. I have imported all requester from Active Directory, but when i try to enable AD authentication it give an error "FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains" can any one help on this thanks.
Select contact in request
Hi, is possible for the user account see and select their contacts when make new request. Thanks Regads
Unable to start Service through services
Hi, when i am trying to start servicedesk service through services.msc.i m receiving "unable to start service" errror,now i am running through command prompt(run.bat).please find the wrraperlog details. min java heap size=512 max java heap size=2048 system config: 4 gb ram Regards, Uthanda
sdp enhancements before 8.0
Dear support team, is 7.6 the last version before 8.0 ? no 7.7 or 7.8 ? so what else enhancements will be added (or planned) in other 7.6 hotfixes till 8.0? would you please list some of them here ?
Manage Engine ServerDesk Plus (Email Fetching Error)
Hi we have installed Manage Engine ServerDesk Plus 7.6.0 we are getting the following error while E-mail fetching.can you please Help. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Thanks in Advance
Migration from SCP to SDP
Hello! We are using Support Center Plus (build 7510) now, and would like to migrate to Service Desk plus application. Please, advise how to achieve this? Firstly, we would like to migrate our existing tickets to Service Desk Plus. Is it possible? thanks, Alex
Need to be SDAdmin to create Custom View or View Reports
Hi, We have found that you need to have the role of SDAdmin in order to create Custom Views or view Reports. If you do not have the SDAdmin role an error will be thrown when saving the Custom View and when viewing a report. Steps (without the SDAdmin role): - Create custom view button - enter filter details - save - error Or - Reports tab - select report - error I know this is not environment specific as we have tried IE7, IE8, Safari, and Firefox on Windows and Mac machines.
Variables in Survey Text
What variables are available to use in the body of the e-mail that is sent to recipients of a survey request. The default template only has $REQUESTERNAME $SURVEYLINK Ideally we'd like the $TITLE in there so they remember what the survey will be about, and possibly the Start date. Regards, Andy
Asset/Purchase Order Question
I have entered a Purchase Order for a new laptop. The laptop has come in and it is now showing up under the assets. How can I associate the Purchase Order with the Asset and carry over all of the costs? I went to "Actions" and "Attach Asset" but it did not carry over any of the costs.
servicdesk email links
the email link in the helpdesk request does not go directly to the helpdesk case. takes you to the homepage instead of the case - this has been happending since we upgrded to 7602 the link in the display of the email looks accurate but when you look at the source code of the email it shows something else. correct link - http://rmphelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 source link - http://RMPHelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 - this one takes you to the homepage..
Report request please! - Requests not updated for 8 hours
My SQL query skills are not great and therefore I'm wondering if someone can help with the report below. I need to create a ServiceDesk report to report on all open requets that are allocated to a group and technician, but have had no updates for the past 8 hours. The report results need to be grouped by 'group'. Any help would be much appreciated. Thanks,
Technician not appearing as requester
Hi there - Ever since we upgraded to build 7018, none of the technicians appear as a requestor in the list... This is handy, as for example i raise calls in my name for my team for jobs I want them to do for me. Also another minor issue in that before we used to start to type a requesters name in and servicedesk would bring down the drop down box for us to click on the name, which would then populate the fields. This no longer populates the fields, we have to click in the directory and search that
Ability to assign GUI language based on location/user groups
I would like to see a feature for assigning SDP GUI language based on site location and individual user groups from the admin console. Thanks.
Purchase Order Assign Scaned Assets
I have a questions regarding the PO module. When you fill out a PO, approve it you can receive the assets. This creates an asset called "Computer - PO #1" for example. But, then you put the new asset onto the network, and it gets scanned, now there are two entries in the asset list, one from the PO, and one from when it scanned the actual asset. My Question, how to I get these to be the same asset. I would like to have the PO attached to the asset but I need the details. I am sure I am just doing
Sort multiple columns at once
Hi, I didn't see this feature in the forms and haven't seen the ability to do it in the app. It would be nice if you could sort multiple columns at once. As an example, sort by priority and then by requester.
Creating request - technician prompted to add requester after picking from list!
Seeing some strange behaviour when creating requests relating to the requestor. The technician creates the request and selects the requestor from the list, which is imported from 2 AD domains. On selecting the dept , telephone are copied into the request as expected. When they SAVE the request they are advised that the requestor doesn't exist and do they want to add it. That is wrong. Any idea why this can occur? Windows 2003 platform with SQL 2008 backend. IE6 as browser on XP SP2 It has been working
Additional fields to sites
Would it be possible to have additional fields on sites form? Such there is on reguested - additional fields, technican - additional fields. We would need additional such as cost center information, and other information that is releated our need for each site. Other is Internal location code, company hierrachy code etc. If it possible when it would be possible to be avaible on software? Regards Tommi
SQL vs Windows authentication
Just wanted to know if Service Desk has any plans to allow Windows Only SQL authentication? My organization last year went Windows only and this is a major issue seeing how Service Desk has to use SQL authentication.
Self service portal
How do i get that option to work,where is the software for that option.
Installation process of Qengine
Hello, I am new to this tool and i wanted to ask u the guide for installation for trail version and also the customer support provided for the trail version. Regards, Aravinda
heyyyyy
I am 3year computer science student in Ethiopia @ harmay university, now I am ready to develop helpdesk software, I hope u will advice me , here is my quotation!!! 1. To develop helpdesk software what type language is preferable (esp in we based ) With Regrds, Biruk W/A
Make the REASON on a request more visible
When ever a change is actioned on a Request a Reason is asked for. This is entered into the History tab. What I'd like to see is this reason pulled out into a more visible place, either another tab or a button that appears like the NOTES button does. It should have a number on it to indicate the numbers of reasons against a request. The test would remain in the History, but also be shown on it's own on the Button/Tab. That way the service desk team can quickly see the reasons entered against a request
Modifying and Then Moving Templates
I have a QA servicedesk server setup so that we can have a helpdesk staff member work on creating custom templates and request forms. We set up a seperate server as we cant afford any kind of interruption to service. My question is, once we get a handful of templates configured the way we want, how do we get them moved from the dev/qa server into the production server? Thanks
Hiding the "More Assets" box for requesters
Dears, We would like to hide the assets from site to site, i.e. a user of a site does not see the assets of other sites but only the assets owned by the user or owned by the department of the user or owned by the site. When the assets are assigned to departments or users, then still the user can select assets using the "More Assets" box and selecting "Assets by type -> All assets". My question: is there any way to prevent this? Thanks in advance Erik
Compulsory field
Could you let me know where or how do I make "description" a compulsory field for when the end users are logging a call via a web page. MY SDP Version : 7.5.0 Build 7506
How to genrate trouble tiket id?
Hi, I want to generate automatically Trouble ticket number during Request creation process.Please explain the process if any as currently it just create request id in series starting from 0 .
How to automate request escalation between technician groups?
Hi! In SD+ 7.5 a request can be escalated to only one group at a time. Is there any way how we can manage the situation (for example when a requester is leaving the company) where a ticket has to be put through a process where one group does it's part, the the other does it's own and so on and finally the last group (IT invoicing group) closes the invoicing from requester and closes the request. With current configuration our technicians have to remember where to escalate the request next when they
Custom Views
Whenever I try to save a custom view I get an error .. It had worked up until today.. nothing has been changed on the server.. once this error occurs, the view no longer appears in the drop down menu in the requests view type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias mmInfo specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
SD+ 7 Build 7502 /j_security_check problem
When attempting login, I receive a reoccurring blank browser with the url of (ip address).(domain name).com/j_security_check. After looking into servicedesk log (serverout0) it reports errors: [07:20:08:683]|[12-18-2008]|[com.adventnet.authentication.PAM]|[WARNING]|[47]|: FailedLoginException occured with message : Exception while retrieving user account| [07:20:08:683]|[12-18-2008]|[SYSOUT]|[INFO]|[47]|: from login.jsp : ssoCookie=null unameCookie=nullsinCookie=null| [07:20:08:777]|[12-18-2008]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[47]|:
2 approvers - only 1 can approve the other gets only reject button.
Hi, When i making a PO and selecting 2 approvers at least the first one send the approval and when the second one logins to see the PO he can see only the reject button. We need at least 2 approvers to complete the PO and make it approved. Regards, C.K.
Clearing out junk sites and departments
Due to some duff AD data imported I have some Junk Departments and Sites showing. I've deleted then in ADMIN, but they aren't going, just become grey.Not a great issue except they show in some filters, like on the HOME, GLOBAL VIEW, REQUEST SUMMARY. I'm pretty sure they don't appear in any real data as the requesters have been re-imported with corrected data. What query(s) can I run to check the SITEID and DEPTID aren't in use and then I assume I could remove the offending items from the tables -
Discrepency between THIS WEEK and THIS MONTH on HOME page for Requests
On the HOME page - GLOBAL VIEW - Request summary, there seems to be a discrepancy between how THIS WEEK and THIS MONTH count weeks, We have created on a clean system a batch of requests this week, Monday to Sunday, so on the THIS WEEK view I can see them all. On the THIS MONTH view some are showing in Week 4 and some are showing in Week 5. That I suggest is wrong. Can this be fixed so all the views have a week being the same please - or is there a config item I've forgotten to set somewhere? Regards,
emailing a requestor or 3 party person
How would I go about creating a business rule (or by some other mechanism) that automatically emails a person I designate when a ticket is created. For example, any ticket/request that is created that has "virus" or the like should be copied/emailed to a person that is not one of our techs but needs to be notified. He is listed as a requester, but for licensing/political reasons is not a technician. Thanks
some sdp pages timeout
we are running sdp 7602 and since we have upgraded to the 760x we have had some time trouble getting access to inventory and error log list in sdp. when a tech is login the inventory does not respond at all. just keep trying to load and then its gives the tech a could not find page. everything else works find in sdp and loads immediately. we are running the sdp on a VMware (cluster) windows 2003 server with 2 GB RAM assigned to it. the database is on a windows 2003 64 bit ms SQL 2005 ent server
Using SDP reports to produce KPIs - anyone use Excel for this?
Hi, We've just started to use SDP for the Requests module and I now want to look at extracting information for reporting purposes. I want to produce a week by week report displaying our performance against our service level (95% of requests are resolved on time). I'm guessing that I need to extract information into Excel to do this, but when I run a SDP Report Module report into a CSV or Excel file, the date fields are text based and Excel doesn't recognise them as dates. How do other people produce
Blackberry and SDP 7.6
My techs get an HTTP 400 error when trying to use the mobile version of SDP. The full error is "HTTP Status 400 - Invalid direct reference to form login page" Any ideas? We are using SDP 7.6 7601
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for error logs
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