Why isn't Site able to be mandatory?
I can edit just about every other field in order to require it be filled out, but Site does not allow me to make it mandatory. Why is that?
Delete Site
We have deleted a site and it is still in the system. When we try to create a new site with the same name it tells us the site exists. However it does not show up in the sites list. Help!
Email attachment becoming main request.
Hi Lately we've discovered that when sending an email with an email attachment in it to a mailbox, after fetching it the attachment becomes main request and the main email is gone. In ServiceDesk it looks like normal request with nothing unusual, only because we have a copy of the original mail which was sent we were able to notice this. We're working on the Exchange 2007.
Custom Query: Average time between open and close/resolve
I'm surprised that a query like this is not part of the default reports. I want to see the average time a request is in another status than "closed" or "resolved" Preferably per month. We run SD+ on windows. Help appreciated.
List of Known Issues and Features for ServiceDesk Plus published !!!
All the Known Issues and Feature's reported in ServiceDesk Plus is published on the link mentioned below: https://servicedeskplus.wiki.zoho.com/ We recommend you to check against the above link before you raise an Issue or a Feature and to quote the ID's while raising any questions regarding any Known Issues or Features mentioned on them. Note: We are yet to update the complete list of Known Issues and Features and they will be updated soon in batches and all those new Issues or Features raised,
Network Scanning for Printers - Uses HOSTNAME for Asset Name, but has a 13 character limit.
I'm just in the process of adding all our network printers to SDP+ but I'm struggling to find something that I works how I want it. All our network printers are in the same range (192.168.2.51-192.168.2.99) so I have added a scan range under Network Scan. If I then scan this range it picks up the printers and does one of two things...If the HOSTNAME of the Printer is 13 characters or less, then the printer is added using the hostname. If the hostname is longer than 13 characters (which a lot of
Error in Custom filter view : Rendering Exception
I've created a new view called "All Not Closed". It is a simple filter that shows Request Status "is not" Closed. simple huh? but when I choose it I get rows and rows of "[Rendering Exception]".. Can anyone else recreate this? Build: 7501
Mobile Device and AD
Is any way to login to SDP 7.6 from mobile device (Blackberry) when AD integrated and SSO is in use, or only when local authentication? thanx.7
how i retain local authentication, currently it is disabled
Create request problem on SDP 7.6
Users create request and sometimes they can't do it. Just clicking add request and nothing happens. They have to try again - close and open browser (IE 8) or logout Windows and logon again. Clearing cache browser is not an issue. (7.6 build 7602) regards C.
Modifying a Software Custom Report
I need to add Resource State to this report, but don't know SQL very well. Any help would greatly be appreciated. Thanks. SELECT WorkstationName 'PC Name',softl.SOFTWARENAME 'Software Name',softl.fileversion 'Version',aaaUser.FIRST_NAME 'User' FROM SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID LEFT JOIN Resources resource
Can´t use own status - Can´t edit standard entrys
Hello from Vienna! We use Service Desk Plus Professional 7.5.0 Build 7514. We use the german software with the latest language file. There are many default settings that i´m not able to change and it´s also not possible to use own entrys. Most important in my opinion is the "status" of a call. In english the default is: onhold open closed resolved I HAVE to use this status in my german version too....so most stuff is in german but the status is in english?? When i create a new status in german like
Insertion of pages
At the Request Module how do I view the pages which is more than what is display (max 1000) in the drop down box for selection
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
Disable Adding Requester Accounts Automatically
Good Afternoon Everyone, When someone sends a request to ServiceDesk, the system automatically puts them in the list as a Requester. Is there a way to disable that? We get people who are external to the company sending informational emails to addresses that are piped into ServiceDesk (for example, Dell sending us licensing information or product information). Why would I want that person to be in the list as a Requester? The main issue is that, since they are called a Requester, they're also in
HTTP status 500 error
Since we upgraded to SDP 7.6.0 build 7602 we started to recieve occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) white searching requests, updating a ticket, etc. Please help. Thanks, Denis
Blank Screen Opening SD
Hi, I have had problems, myself and other users of our service desk. We often see a completely white / blank screen when opening the service desk. I can often remedy this by removing the SESSIONID cookie that the service desk creates. I don't know why it happens, but a completely empty page is returned, not even html tags, just pure white, like the sd crashed or had an error and didn't send back a page. Could this be investigated please. I am on build 7506. Regards
Server crashed and restored but SDP will not start (v.6003)
Hi, I had a brain fart and removed SQL off of the server which I didn't realize SDP was using for it's database, I thought it was utilizing MYSQL...I was wrong!!! Anyways, to make a long story short. My BackUp Admin restored the entire server from Symantec BackUp Exec and eventhough everything seems to be back, SDP will not start. Event Logs shows Event ID: 100 | Category: wrapper | Source: servicedesk "There may be a configuration problem: please check the logs." Event ID: 7034 | Category: None
what is SLA violation check period?
Hello. I am trying build 7510. I created SLA First response notification for highest priority and set SLA first response to 1 minute. But violated request marks as VIOLATED only after 5- 10 minutes. How to decrease this period? Thank Alex
Anyone else using Asset management in SD Plus Enterprise with any success?
I am running into a significant amount of service oriented issues and wondering if anyone else has workarounds. 1. If you have a workstation (Dell in our case) and search for the service tag under assets it will not return any matches. a. If you switch the search field to workstation it does however work - resulting in a loss of time by having to switch multiple areas to search. 2. If you have a existing piece of equipment in inventory (Laptop name corpmjdoe) and issue a replacement
Asset Management Software
How to add more software types? Look at the attached file please.
Manage Scanned Software Inventory
Is there a better way to manage the scanned software lists. In particular I want to delete everything with an installation count of 0. I have some and Its starting to bother me. Is there an easier way than just going thru the list line by line and selecting each one and hitting delete, thanks J
Cannot Delete Vendor Associations or Product from Service Desk Plus
I am having a problem deleting a vendor association and products from the database. I consistently receive an error such as Error Code - 1,263,401,408,588. Any ideas about what needs to change on my system? I am using version 7014
Cannot create new request after upgrade to SD+ 7.6
Hi, After upgrading to SD+ 7.6 we can no longer generate a new request, view a request, or add/edit request templates, or access preventitive maintenance tasks. The following is displayed when trying to create a new request: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:109)
Scanning Mac (OS X) doens't get the serial number
Hi, I am currently testing SD+ 7.6 and it seems to have fixed problems relating scanning Mac OS X machines. While SD+ is now able to scan hardware and software info, it seems to leave out very important peace of information: System Serial Number. Without the S/N, there is now way to link the scanned machine to the machines already in SD+ (created manually or imported via CSV). If there is an asset with the same workstation name, SD does assume that it is the same machine. Our workstation name include
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
7602 e-mail interface (@SDP@)
With the new email handling of requests can you advise the correct way to format a request to RESOLVE a request please. The e-mail is being processed but I can't get it resolved I'm sending P { MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px } @@OPERATION=EDITREQUEST@@ @@STATUS=Resolved@@@@RESOLUTION=Resolution text in detail@@ Just seems to end up with an open request with the resolution text added. Should I be attempting a CLOSEREQUEST with a RESOLVED status, just I don't want then closing, that is a task
workstations inventory
We use ae_scan.vbs as logon script for inventory, domain scan is not using. If I open any WS in the assets, I don't see 'last scan' date (see attachment, yellow string). Is it by design ? Should be updated this date after ae_scan.vbs ? If I will press 'Scan Now', computer will be scanned and this field updated. Is there a way to check, was computer details updated in assets after ae_scan ? Thanks
Error Upgrading From Build 7022 To 7500 ?!!!
Hi , When I Want To Apply Patch 7022 to 7500 the updatemanager.bat raise bellow error: INFO: Problem during installation of patch java.sql.SQLException: There are no p rimary or candidate keys in the referenced table 'DomainInfo' that match the ref erencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'. Jun 22, 2009 6:31:10 PM com.adventnet.servicedesk.updatemgr.util.SDPreProcessor revert please Guid Me To Resolving Problem ???? Regards, Omid Ghanbari.
Criteria and Action Request on newly created Request Field (Business Rules)
I recently created a new Request field and 5 pull-down options. Is there anyway to access this new field when creating an action in the Business Rule page? Just like "Place in Group" or "Assign to Technician", I want to auto-populate from my newly created field.
Viewing Service Desk Performance in LCD/PLASMA/TV
Dear ServiceDesk Team, We would like to project customize dashboard to view - Total Number of Requests, and their statuses (Open, Closed, Resolved) - Matrix report of requests against priorities Also the dashboard must refresh itself after every 10 seconds or less These details will projected on large screen so the business can view our service desk performance Is it possible to do that in Service Desk Plus? Appreciate you support Regards Ali
Best practice for the SDP URL?
Hi, please excuse my ignorance, but what is the best way to expose the SDP url and how should I use the Web Portal Alias setting? For example, SDP is installed on http://server1:8090 I probably don't want to expose the servername to end users and I'm likely to want to migrate SDP to another server in the near future. On this basis, am I best to create a DNS CNAME entry and use this in the Alias field? For example - DNS ICTServiceDesk server1.domainname.com SDP Web Portal Alias field:
API Enhancement
We would like to see the ability to add approvals via the API.
SD memory dump in Services.exe
Hello, I'm having a problem with a memory dump when Servicedesk is running on a server. Lately when I launch SD on a server I'm instantly getting a drastic increase in memory consumption for "Services.exe" system process. It rapidly increases to 300 000 K and stays this way till server reboot. Along with SD itself this leads to performance speed issues quite soon. I haven't seen this before till a week or so ago. Could you please tell me what might be the cause of this and whether I could correct
Request Template, Requester
Why can I not modify or add fields on the default Request Template..>>Requester. Please look at the attached file.
Status Options
Hello! I would like to know, why we cannot use just our options in the Status list. We have to set up our system with brazilian portuguese but we cannot modify the english status list (Open, Closed, Resolved). I understood that resolved is linked to the close request, but this doesn't explain why we cannot change the string. As our company is just made the contract with the ManageEngine, please try to suggest some solution, since we cannot tell to our clients that the system doesn't support completely the
Why do requester replies reopen a CLOSED request?
We are very fond of the fact that a requester's response to a RESOLVED request puts the request back in an OPEN status. However, our Help Desk team is of the opinion that once the request has been CLOSED (either by the requester or by the system due to lack of response from the requester), there should be no reopening the request. Any future communications should result in a new request. Is this a bug or is this by design?
Can requester info be broken out into firstname and lastname
We have a desperate need to have the requester info have fields for first and last names. The notifications come out horribly impersonal, and it really affects the customer/technician relationships. Can we get that fixed? We'll work on the active directory portion, but to have those abilities would REALLY be a big help. Justin
Summary report for SLA compliance for KPI
I have this query below to show if SLA is being met. But I want the columns to be displayed like these Category Resolved within SLA Resolved after SLA Total Resolved tickets Computer 2 17 19 Network 0 2 2 Not Assigned 0 0 0 Others 40 54 94 Printers 3 2 5 Total 45 75 120 And 2 other columns showing the percentage of tickets resolved within sla against the total tickets and percentage of tickets resolved after sla against the total. And as per the query we should be able to define the date range.
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