Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan. I do not want servers or our Virtual test PCs added into the scan, I just want our general use PC's that are used every day by our staff. We have the servers and Virtuals in their own OU's in AD if that helps. We also have all the staff PC's broken up into different OUs in AD.
List of Issues / Enhancements for upcoming hotfix (7603)
Dear Users, Following are the list of Enhancements / Issues that are planned for our next hotfix 7603. Tentative time frame for the next hotfix release is by mid of next week. Enhancements in this Service Pack SDF-21860 : Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even though their personalized language
SDP and MAC
Dear support, I have a question on the inventory issue, Does SPD support with MAC Computer? as the document mentioned only Windows and Linux. Thanks
Feature Requests
1. Private contrats, we want to give the contracts feature to serveral deparments so they can upload their own contracts. however they need to be able to view only their contracts and on one elses. and it would be even better if you could assign a deparment manager who could see everyones contracts in their group. This would be a hugh feature for our company. 2. We have an oncall tech for the weekends. we would like to be able to schedule the hours he is on call on have only him recieve email notifiactions.
Report of SLA's as configured
I need a report of the SLA's as they are configured within the system. Looking through the database it seems the SLA's are stored as parts of SQL select statements that are controlled by the master SLA table. If someone can advise how all the tables hang together underneath the main SLA table I'd appreciate it, if there is a SQL statement to extract it all that would be perfect. Appreciate the help ASAP please so I can check the setup of our SLA's are as required, as they are more complex than I'd
Using API to pick up tickets
We're running 7.6.0 build 7600 in our test environment. I'm trying to use the API to allow technicians to pick up tickets. If I use the UpdateRequest operation, the "Assigned To" and "Group" fields in the ticket will not change. The API documentation mentions being able to pickup/assign tickets via the api but there no listing of the attributes for that. Is this documented anywhere or actually not supported? Thanks
Cannot Add Work Log
When I use the Add Work Log feature it will not save the data I inupt. The Subject changes to "null" and the Request ID to "-1" while the date and time stamp shows NaN undefined "NaN, NaN:NaN:00".
New install of ServiceDesk with different database name
Hello, we are installing a second ServiceDesk Server, but the database is going on the same MSSQL 2005 database backend. Since we cannot have two databases called "ServiceDesk" on the same server, is there a way that I can simply change the name of the database to be created during the setup. I beleive that this is currently non-editable in the setup. Once again, this is a brand new install, with no data to move over. Thank you. Dave
Maximum machine account password age
Hi guys. There is one question about "Pass-through" Authentification This security setting determines how often a domain member will attempt to change its computer account password. By default computer account password change period is every 30 days. For the Pass-through option i set "computer account" name and it's "password". Will it work properly after 30 day's?
Default Request Template - Questionaire
Build 7505 We've configured our default request template to make the Description field mandatory, but that doesn't mean that our users are going to supply good information while describing the problem. What we'd like to do is have the Description field prepopulated with questions for them to answer. This is after trying to create additional fields with text boxes for these questions, the inability to resize the multiline text boxes make the form unuseable and frankly ugly but SDP's god awful formatting
"Processing, Please Wait.." when updating status !
i have a problem when i try to update the status of the request.i get the message "Processing, Please Wait.." and that's it. i tried mozilla v2 and ie v7 still the same problem. java version is v6 update 2 Service desk version : 7 build 7002 any ideas how to solve this problem?
Web Form for Blackberry
I am creating a basic web form so that Blackberry users are able to update their SDP requests remotely. The form works and updates all of the fields. The problem I have is the included notes section for the technician updating the request to log any information. The update fields and the notes field work independently using 2 buttons. I have tested and they update the ticket. My question, is there any way to combine this into 1 single button? As it stands they have to run the update fields,
Forward email not included in history
When you forward an email from ServicedeskPlus it is not included in the history of the call. Is it possible to add this feature?
An "Ordered" status in the PO module of ServiceDeskPlus?
Am I the only one who would like to see an additional status of "Ordered" in the PO module of ServiceDesk between "Approved" and Received"? That way, I could see at a glance which approved POs have been ordered and which are approved, but not yet submitted to the vendor. If you have more than one person placing orders, it would eliminate duplicated efforts. Or is there a better way to track it that I'm missing? Thanks, Don
email fetching issue ever since updated from 7514 to 7602
hi, We've been having issues with mail fetching ever since updated from 7514 to 7602. We've tried using POP and IMAPS and the results are the same. We were able to telnet from the helpdesk server to our mail server on 110 and 993 without any issues. The username and password is correct as well. Mail fecthing would work again if we either restart the servicedesk service or restar the entire server. It will do two fetching (5-minute internal) and it will stop fetching again. Outgoing email is
Requester Can't Close Requests
We have the system set to send an email to requesters to allow them to confirm request closes. The Requester gets an email that asks them to close, but when they enter a comment and hit "close request" the form seems to just reload and nothing is closed or updated in SD.
SW History on Asset
Hi, When we use to add or remove a piece of software to a server asset the history tab would record these actions. Since an update (either the last 7.5 or to 7.6) it no longer does so. Hopefully I am just missing something. Thanks.
email notification html parsing 7.6 SDP
WE have found that after upgrading to 7.6 7602 service desk we have some issues with emailing notification in HTML. It works find when notifying of new tasks but does not work when a technician is assigned a task, the technician gets a black screen. The same issue applies when sending emails to requesters and forwarding emails to technicians. I have been through all the forum with no luck. Can you please let.
Hardware Summary Report (Workstation summary reports)
- Can I customize this report? Edit the layout, change the font, color... - Can I add another data to this report? I see only Memory Details, Network Details, Disks and Drives... I want to add Video Card Name, Video Card Memory, Sound Card Name, Last user login to this report! PS: Version 7.6.0 Build 7602
Displaying additional requestor details in a request
I'd like to be able to see the EMPLOYEE ID information when ever a request is created. At present the only way I can find to do this is to enter the requestor details on the request, then click on the SEARCH REQUESTER LIST icon, which brings up the search page with just the requestor selected shown. Then click on the EDIT REQUESTOR link. If possible the details would be possible via the Request page, 2nd option would be on the VIEW REQUESTER page. Suggestions on supported or even unsupported ways
Import a single requestor from Active Directory
Is there a way for me to import a single requestor from AD? I know the OU group for the user but I would rather not import the entire group.
Cannot apply Request Template to any request
Since 7.5 we have been unable to go into a request, edit and apply the request templates. We have tried to delete and recreate the templates but that does not work. I have seen similar posts; WHEN WILL THIS GET FIXED?!?!?! Would like to see another answer other than the standard, "...will be fixed in next hotfix..."
Server/Workstation Summary Report
I am trying to figure out a way to either print all Server/Workstation Summary Reports with either a page break between the server/workstation (each new server/workstation starts on a new page) or to print the Workstation Summary Report one at a time by using filters. This seems like an easy task, but the only way I can figure it out is to do a seperate custom report for each Server/Workstation. Help... Thanks.
InterProduct Interface Consistancy
Is there a team at Adventnet that is responsible for overall user interface and design? It would be really nice, if all the Adventnet product has the same base interface across the board and had the same consistant look and feel. Looking at the interfaces for both SD+ and OpMananger.. they are completely different. Completely different layouts on the tool bars and where to find information. SD+ has single signon, OpMananger does not.
Deleting System Log
Currently we have 661981 log entries in System Logs. I would like to remove all log entries so I can start fresh fixing the errors, however I can only remove 200 at a time, as you can guess this is time consuming. Is there a quicker way to remove all log entries? We are using the MySQL database and v7.6.0 Build 7602 of SDP on a Windows 2003 Server.
Meaningful error codes
Sometimes when doing things in SD+ we get really helpful messages like : FAILURE :Database exception while deleting Workstation. : Cannot delete or update a parent row: a foreign key constraint fails. Please report the problem to the system administrator, with the Error Code - 1,238,241,091,765. Or are reported here: http://forums.manageengine.com/topic/why-is-the-error-1%2c238%2c003%2c953%2c765%3f Adventnet said they would help in this post: http://forums.manageengine.com/topic/not-able-to-delete-a-workstation-from-servicedesk;
purchase request notification
Hi, is there any way to configure ServiceDesk Plus to send a daily message to the approver until the Purchase Request is either rejected or approved? This would be of great help. thanks
Domain Scan duplicates computers
When I do a scan on our domain it creates new computers into ServiceDesk that are already there. so now i have 2 computers with the same name, one is assigned and has all of our information and the other one does not. Please see attachment How do i fix that?
Assistance with API functionality
I now have a need to take advantage of the API functionality in SD+, but I have very little understanding of how this works. I'm going to start small with basic functionality, but this discussion may eventually start evolving into greater detail regarding VB scripts, etc. To begin, I'm simply trying to create a new request via the Address Bar in IE. From what I undersand, I just need to supply the URL for the server, followed by the path to the RequestServlet, followed by the necessary attributes.
Approvable requests
Hello everyone! I'd like to ask to add such feature as approvable requests. In my organization, along with generic requests, we have requests that needs to be approved. For example, some person want me to give him access to some share, or to install specific software. Of course, I dont know if that person should have access to share. And thats why this request needs to be approved by some other people (manager or someone else). I think it will not be too difficult to add such feature. Thanks!
Incoming mail problem
Hi, I have a problem with my Sd+, Im using exchange 2007 as a mailserver i fetch mail through imap. if i look in the indox i can see all the mail, but the the servicedesk dont fetch them. the logfile says the the inbox is empty, look at the red text. hope someone can help me! 13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|: Obtained mail fetching session.| [13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|:
solutions view
hello, we check the option to use&buy service desk software. we use service desk 7.5 for now and we want to know if its possible to view the request when i open the solution. i know how to open new solution but i dont see the request that connected to the solution. thanks liran
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 your error logs
Assigning Request Templates to Sites
Goo Day, In SD7 it is possible to create sites and have departments assigned to them. Is it possible to Assign Specific Templates to sites..? IE one site runs Linux, the other Windows. We do not want the linux guys to see windows related templates and visa versa... all help is appreciated... Regards Warren
Exception while trying to send
I have a problem with Servicedesk plus. Mail from requester create request, but notification not sended, in system log message " Exception while trying to send notification" parameters in outgoing mail server seems right.
Data Archiving - Flexible Date Options
I've just upgraded to 7602 and the new data archiving options is a nice addition to SD+ but I would like to see something a bit more flexible when selecting which records to archive. I would like to be able to select a specific date - so for instance, I want to archive all records that are closed and have a closed date before 1st Jan 2009. That way, I can keep my current years records from complete calendar years together for reporting purposes (or it could be half years or quarters if that was appropriate).
PDF of Admin Guide
Is a PDF of the Admin Guide available? It is difficult to keep changing windows to look at the online help while trying to configure ServiceDesk Plus. Thanks.
Deleting a Vendor Relationship or Product
We have recently been having difficulties deleting a vendor from an item or deleting an item from the product list. When I tried to attach the log file I was told that it was too large. I can email it in or do something else to get this to you. Thanks Dennis Rhine
Link request
I don't know if this is already implemented or not but I would like the ability to link request. E.g I may have a request to build a new server with ID 1234, however I could have two sub request e.g buy parts as ID 1235 and install OS as ID 1236. The way that the linking could work is: ID: 1234 is linked to request 1235, 1236 ID 1235 is linked to request 1234 ID 1236 is linked to request 1234
add task overview in print preview
Hello The feature 'print preview' is a fantastic tool. Can you extend the print preview in order to show an overview of the tasks attached to the request (fields Title, Status, Assigned To, Group) Thanks Best regards, Marc Ludwig
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