Resolution Column
How to add resolution column while creating a customised report ?
Clear Account Manager Duplicates
I imported accounts from Salesforce, and the managers are duplicated many times over. How can I mass delete the duplicate managers? Too many to remove manually.
Disable Auto Append
The normal behaviour for SDP is to merge e-mail replies with the existing request if the appropriate information is in the subjuect line of the e-mail reply. We have two separate SDP setups, one for Helpdesk and one for Guest Relations. When Guest Relations forwards a request from their SDP to the Helpdesk SDP, the Helpdesk system appends the new request to an existing ticket (that has already been closed) instead of making a new request. I want to be able to disable this functionality. It would
Re-branding lost after upgrade
Last night, I upgraded our production server from 7514 to 7602. In doing so, it appears we've lost our re-branding. Please let me know what file(s) I need to modify in order for the Browser Task Bar ID to be changed from "ManageEngine ServiceDesk Plus" to "My Company Name". I have already edited the settings for the login page (changed login.jsp to index.htm), and the login page is back to our design... I just need to get the re-branding portion fixed. Thanks!
adding images to a purchase order / asset
Hi Is it possible to include a image file with a purchase order / asset. We have added software purchases to the purchase orders, we would like to scan the licence certificates and include it with the order for our records Thanks Paul
Report for re-opened requests
I am trying to find a way to report on requests that were re-opened. I notice in the History tab it has the line "Status changed from Resolved to Open". Is there a way to query the history for that line? Is there a better way? I don't know anything about querying SQL so I apologize and would appreciate any help.
Escalation based on technician
We are moving to ServiceDesk Plus from TrackIt and so far are very happy, but we have one issue. We heavily used TrackIt's escalation based on technician and I can not find how to accomplish this with ServiceDesk Plus. I need to setup a rule so that if a tech does not finish a work order by it's due date their supervisor get a notification, then after 24 hours if its not resolved their supervisors director gets notified. Any suggestions? Thanks, Andy
Email content not appearing in job requests when sent from Outlook client users
Hi everyone, We are currently experiencing an issue with job requests displaying the subject line but not the body of an email which has been sent to service desk manageengine. This only happens when the email is sent from an Outlook client (we also run lotus notes and this is fine). Has anyone experienced this before and what was the fix? Thanks
being able to edit requesters, but not technicians
I would like that a specific technician to be able to edit requesters, but not be able to edit other technicians. Can I do this? thanks!
requester see all requests
Hi, I would like that a simple requester - our director :) - to be able to see all requests but only from some specific sites. How can I do this? Thanks!
technician admin rights
It's great that you refined technician rights. However, I would like to give a technician rights to edit requesters but cannot see contracts. Besides SDSiteAdmin (SDAdmin is out of the question) I don't find any possibility to access the "Admin" tab. i.e.: I would like that some technicians have the rights to access the "Admin" tab, but not to access "Contract" tab, for example. Thanks!
FAILURE :Execution failure in the WMI Service of workstation(Error Code - 1,261,988,301,555)
Dear all, After scanning sucessfully, I would like to update assest status by pressing scan now button but I have received one error message as below. FAILURE :Execution failure in the WMI Service of workstation Please report the problem to the system administrator, with the Error Code - 1,261,988,301,555.Thanks for hel
Tracking non incident related tasks
Hello, I have been using servicedesk for around a month and was wondering how to effeciently track non request related items. We currently use access to track workflow but would like to use service desk to track all items (tasks, requests, etc) Can I use the task feature to generate reports to track time spent on non-request related items? Thanks
How to add a vendor e-mail reply after sendimng a PO to the coresponding PO
Hi there, i try to find a way to add an e-mail reply to a purchase order. I.e., i mail the PO and my vendor sends me an acknowledge to this order. Actually the answer appear as a request... Any ideas? Albae
Active Directory Import Task
Dears Is it possible to let SD import more attributes from Active Directory. Example, if we configure Custom Attribute 1 to be the Employee ID, so SD can import Employee ID from Custom Attribute 1 Thanks,
Pending Report with Aging
I have this query: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",wo.TITLE "Subject",ti.FIRST_NAME "Technician", std.STATUSNAME "Request Status", FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT
Close Request Web Page Customization
Is it possible to customize the content on the Close Request Webpage? (I assume this is the CloseWorkOrder.jsp page.) Would like to put in a comment at the bottom that says something to the effect of: "These comments are reviewed MONTHLY. If you need additional assistance on this request please contact the Help Desk or enter a new request. Thank you! " Finding that users will input additional things that they need us to do but since we don't get notified that they have left comments (I have requested
Finding requesters by site
I want to track down all requesters who have been assigned to a site. I don't see a way to do this, am I missing something?
HotFix 7017 Released
Users, We have released 7017 which fixes the issue 1. Upon editing a request adds a new request. This is applicable for the build from 7000 to 7016. http://bonitas.adventnet.com/servicedesk/16Jun2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_17_0.ppm (We will be updating the website links shortly). Thanks & Regards, Srikrishnan. ServiceDeskPlus
How do you delete survey results?
How do you delete survey results? I'm logged in as the administrator and I see the survey results. Version: 7.5.0 Build: 7505
SDP 7.602 - simple report the filter error
Wished to make in the simple report the filter - here such error has appeared. Message Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.IllegalArgumentException: Illegal Capacity: -1 at java.util.ArrayList.(Unknown Source) at com.adventnet.servicedesk.reports.utils.ReportUtil.getAllReportColumnDetails(ReportUtil.java:2724) at
Site Assignment Issues
HI everyone, We just upgraded service desk to 7.5, so far so good! The remote control feature is working great as well! However, I have run into one small snag. When a PC is assigned to say, a department, you can't make the Site assignment "stick." For example, we have servers we've allocated to the "IT Department". Then we change the workstation's site field to our Corporate office, and save, but it doesn't remember it. Next time you look at the workstation, the field is blank. However, if you change
outgoing email address change not reflecting
Hi, I made changes to the outgoing email address but this is not reflecting in the emails received by my requestors. i restarted SD services but still no effect. Any help will be greatly appreciated. Thanks
7602 - Access Mobile Client view from non PDA device
May seem a silly question but can I manipulate the URL to get the Mobile content view in FireFox or IE on the desktop PC. Just want to see what it is like and if we can use that for any other purposes. Thanks, Andy
Linux SDP 7.6 Upgrade Problem
Hi there, I was trying to update my SDP 7514 to build 7600 but I get the error: No X11 DISPLAY variable was set, but this program performed an operation which requires it. - reverted to old build Our server is operating with the linux distribuition OpenSuse 11.1, we do not have installed any X interface, does the update really need it? If so the console update mode is impossible for update in Linux? Regards, - Luís Da Silva -
User is not importing from ADS
HI, i am trying to import the users from ADS. but it fail to import any user from ADS. can anyone tell me is there any configuration issue or anything else. Thanks,
Does Asset Manager 5.1 work with ServiceDesk 7.6???
Trying to get the Distributed Asset Scan working on the demos using Asset Manager 5.1 on the remote site, exporting to the .zip and importing in service desk. Service desk is simply stating: Error while importing Asset Scan with the further details of: This remote server data is not supported to import in the current central server. any thoughts? >>>Michael
exception : Illegal value
I keep getting this message exception : Illegal value when I am editing a request.
"\r| Carriage Return in Notifications
We just upgraded to the latest SDP and switched the database to MS SQL. Everything has gone very well with one small exception: All our notification emails are now showing a "\r" at the end fo every line as below: Ticket # : 29762 \r Requester : Davidson, Karen \r Department : Information Technology Services \r \r Is there a way to clean these out? Greg
SLA limitation...
Why is the "Criteria" limited in the number of fields that can be selected? I am trying to create a default rule that applies to ALL requests; however, I am unable to because of the limitation in the number of fields available to select from. Also, why is there not the ability to assign an SLA from a business rule?
Can not fetch mail - Invalid object name 'MailProperties'
may be after migrating from MySQL to MSSQL server cant fetch mail. ServiceDesk v. 7.6.0.2 MSSQL 2005 no error in internal log. found 2 errors in serverout0.txt [10:32:57:330]|[12-29-2009]|[SYSOUT]|[INFO]|[10]|: [JBOSS] JARDeployer: Failed to add deployable jar: file:/C:/ManageEngine/ServiceDesk/server/default/tmp/deploy/tmp48955mssql-ds.xml.0java.util.zip.ZipException: error in opening zip file and [11:01:59:546]|[12-29-2009]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[17]|:
V7.6 compatibility with SQL2008
Can anyone confirm that MS SQL 2008 is a supported backend database for V7.6 please? Currently running on SQL 2005 and there is a desire to move to 2008 for another project which would be expected to take the SDP database with it. So want to be sure before commiting to the move. Thanks, Andy
Request ID append
Hi, big problem !!!! new reply from user opens new Request every time and i have to "Marge" it. as en example; User raise the ticket and Service desk create a "Request Id".User have mail send that mail CCed to two more guys. Now when other two guys do reply-all on that mail, Helpdesk again create new ticket in stand of append same ticket. can you guys help me please. Thank you very much for time. PG/-
translate file servisedesk.xml
see attach please. how i can translate email notofication and apply changes. just save file this translated text don't work.. thanks for help.
Change Reporting Question
I have a custom query that works fine, and shows all the CAB members against a change. Code shown below What I can't determine from the Change Diagram when I click GET, or from hunting through the database tables is where I get the CAB members approval status and any text they enter. Just the tables will do I'll sort the SQL from there if it is quickest to do that way. Thanks, Andy select CD.changeid as "Change" , title as "Title", ASD.StatusName AS "Approval Status", cr.FIRST_NAME "Requested by",
SDP 7602 - Slow performance on W2K3 platform
Just gone from 7514 to 7602 and the performance of the system seems rather slow now. Platform is Windows 2003 R2 SP2, 4GB Memory, 70Gb hard drive with 30Gb free, xeon 2.4Gb Processors. Sql 2005 as the database. the JAVA process seems to be taking significant memory. Any recommendations on how to restore this to being a snappy system, short of a roll back to 7514 ( which has been tried and the full backup is refusing to bring back any requests!! ) Regards, Andy
authentication required for sending out emails
Hi, I am using SDP to send emails and when I send to a group this error comes back. Your message wasn't delivered because of security policies. Microsoft Exchange will not try to redeliver this message for you. Please provide the following diagnostic text to your system administrator. #550 5.7.1 RESOLVER.RST.AuthRequired; authentication required ## Can somebody help please. I am using SDP 7.6.1 Many Thanks Martin
some SDP DB process block my SDP online (hot) backup DB process
I use SDP v 7601 on mssql I cant do my backup because my backup DB process (ID 54) (DETAIL: ()SELECT count(*) FROM AuditFailureInfo) blockin by other SDP DB process (ID 52) with that detail: "SELECT SystemInfo.WORKSTATIONID,SystemInfo.WORKSTATIONNAME,SystemInfo.MANUFACTURER,SystemInfo.MODEL,SystemInfo.SERVICETAG,SystemInfo.BIOSNAME,SystemInfo.BIOSVERSION,SystemInfo.BIOSDATE,SystemInfo.LOGGEDUSER,SystemInfo.RAMSLOTSCOUNT,SystemInfo.ISSERVER FROM SystemInfo WHERE (SystemInfo.WORKSTATIONNAME = N'{SOME
add new technician to group: technician does not receive mailnotification
Hi, I added a new technician (DMS.GLS) to an existing group, but he does not receive a mailnotification when a new SDR is assigned to the group. (other members do receive the mail) [group mailnotification.gif] I verified the technician-details (e-mail setting), which are ok [gls.gif] Deleting and re-creating the technician does not solve the problem. What could be the cause? Tomas [SD 7.5.0. - Build 7514]
iPhone access
Hi, Since upgrading to 7.6 of SD+, when I access it using my iPhone, it redirects to the optimised site, which is excellent - the only problem is I often want to do more than simply deal with requests from my iPhone. How can I get the iPhone to still access the full application so that I can access the other tabs (eg. Admin tab)? Thanks for any info. Bryan
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