Editing / seeing phone number when adding request.
Service Desk Plus 7.5.0 Build 7509 When adding a request, adding the requester - We type in their name, and it correctly predicts who it is and pops up their full name in red, when we choose this, the contact number and department field stay blank even if the requester record has these details. They are non editable at this stage. Once the request is added, they are filled in. Since some requesters might have the wrong, or no contact number or department, it would be useful to be able to edit or
Admin Documentation?
Is there any? I can't seem to find any kind of install document. We are lookting to seriously purchase this product, but if I can't find any documentation.. I am going to have some serious reservations. Here are some questions I am looking to get answered: Is this installing Apache (it appears so but I would like to confirm)? Can it use IIS instead? If not then do we know of know issues installing apache and IIS sidebyside? I have to put this on a server that already has several website. I can
Can 2 copies of ServiceDesk run on the same server
Is there a way that we can run our exisiting ServiceDesk software on a server, and have another instance of ServiceDesk also running for another department on the same hardware? We currently have a MSSQL database, and I know that we will need another one for the other department. OR Is there a way to isolate the other department into it's own separate site, but have the ability to see all the requesters in the company? They would only be able to manage their own tickets, and run reports only against
Resource state question
Hello I have a question concerning the Resource State When setting Resource State for an asset 'in use' , you can assign the asset to a user and/or a department. I want to create another resource state like 'reserved' or 'in desktop dept' and it must be possible to assign the asset in this new state to a user and/or a department. Until now, I have no possibility to assign an asset to a user if the state is different to 'in use' How could I configure this? Thanks for any idea.Best regards, Marc Ludwig
SDP 75xx / 12 / 13 buggy ? AD import problems,running in user context?, cant delete technicians, *sigh*
Hello, i've been trying to get some features to work without succes... i then decided to update to the latest versions, starting with 7512. Before the update i used version 7509 and with that version AD import hang. I then decided to update to 7512 since that version fixed some AD import issues. After the update the feature still didn't work, i clicked import users then i get the import window and it tells me its numbering organisational units in the domain and does this for eternity... Then
Understanding how SDP fits together
I'm putting together a new queue for a non-IT part of our company. The issue I'm facing is that I really need a document which shows me how the elements of SDP fit together, for example how do sites and groups and technicians all relate to one another? When I put in a cost against a vendor for a product how does that relate to the cost put against the asset for the product? Is there anywhere which documents how these different areas work together?
Moving Request/Problems/Changes to new database
I need any help with moving all open Requests/Problems/Changes to a new database. Recently created a new Servicedesk system and database, that I would like to roll out in place of our current older version. I was wondering if there is any quick ways to move this data over, I only want to pull data from a month back and if further, only open Requests/Problems/Changes. Is there a way other than doing this through a SQL Server Management Software ? I was particularly wondering if I were to go into
Groups are not editable anymore
I'm not able to edit groups (groups for default settings) anymore - when i click an existing group, nothing happens.... SD 7.5.0 build 7500 Tomas
AD records failing to import
Of 795 AD records 203 are failing to import, but I don't know where the logs are stored which will tell me why they're failing so I can fix the problem.
How to log in using a non-domain account?
I created a technician in ServiceDesk who doesn't exist in Active Directory, however if I enter the credentials for this account the domain box changes to "Domain not found" and attempting to logon with the account results in an "undefined error". Is logging on using an internal account possible after setting up domain syncing?
Different sites - seperated but not
We have two different departments that will use the same Servicedesk Plus application. I need to separate them somehow but they still need to be able to submit requests to each other. siteA will be able to view and add requests to whatever site. (works at the moment) siteB will be able to view edit and whatever at their site BUT need to be able to submit and view requests made by them in siteA (can only submit and view in their own site at the moment) Later on we will have siteC and so on.. Thing
Update is failed
hi, I was going to upgrade from 7500.09.0 to 7500.12.0 with the updatemanager procedure. Before begin the installation show me a wrong message, and automatically begin the uninstall procedure. Now when I try to start the application see this message: “Database creation failed. Stop the server”. I try to use restoredata, but don’t run. Can you help me!
How can I remove default views
In my organization and requestment, we don't need too much default views, like My Open Requests, Open Requests........etc. Can I remove these default views?
Hotfix 7512 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7512) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7512 addresses the following issues. Enhancements SDF-21920: Support for SMTPS outgoing mails in ServiceDesk Plus. Issues Fixed in this ServicePack SD-21509: Based on the confirmation from the user who performs the change in template for a request, all the field values (except Subject and Description)
Accidently run ChangeDBServer
Hi All, I have accidently run the ChangeDBServer and click on Save button now my server is not working. Anybody can help me on this issue. How to bring the server back to normal Thanks & Regards, Kashan Khalid
changing the auto reply address for ServiceDesk Plus
Can you switch the reply address to a new servicedesk email account that would populate a new database from old requests in a previous database ?
Tiket assign randomly a group of technicians
when create the request the SDP assign the tiket. for example: 1-Create 5 request 2-we have 5 technicians 3-SDP assign a each one the technicians, the requests created in the portal.
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Too much notifications for technicians
Hello, Our technicians complaint to current SD notification mechanism. The main reason of the issue is that SD sends the alerts even if it was not necessary. For example when technician assigned the requests to himself he always getting alerts. Why does he need to get an alert if it was actually he who has assign the request? My Regards, Vlad
converting asset into a router or printer asset
hi i have many printers and routers listed in the asset section of service desk plus 7509 i added a network scan and it detected the routers and printers using SNMP but i now have duplicates 1) the original asset (5417 - Printer01) 2) the newly scanned asset (Printer01) i tried to resolve this buy removing the newly scanned asset but renaming the original asset 5417 - Printer01 to Printer01) but when i next tried to do a scan a failure occured on this particular asset I have the same issue with
Administrator Login Problem in SD
Hi , I am not able to login with administrator account of SD. I am able to reset the administrator password via another admin equivalent ID ,
Closing multiple requests without notification
I am trialling Support Centre. Is there a facility to select more than 1 request and "close without notification"? I can only see the "close" button in list view. e.g. do a search for all requests open by a particular customer and close them all at once - without notifiying them.
How to disable Robo Technician and its template
Dear Support: How to remove the reset password robo request template from SDP 7509?. we have many request templates and this robo reset password is useless and is shown in the template list all the time . is it possible to remove it from template list? and it's better for us to remove the whole robo module from sdp . thank you . Ralph
Opera
Does anyone else use Opera to browse these forum's and have issues? I am some minor annoyance's when click on various links and such. its no big deal just wondering if its me. thanks Jfor26
Unable to remove 8080 port from URL
Hi, I want to define my Alias URL like "helpdesk.mycompany.com" without 8080 port but its not working without 8080 port. Please let me know how i can resolve this issue
Remote Control ServiceDesk Plus
Wich port does remote control need for use on different domains. In our environment we have different domains which we use in the asset management module. I've made some changes on the firewall to make that happen. Now I would like to know which ports Remote control use so I can make I available true the firewall. Also, how do you use the CTRL+ALT+DELETE option in the Java remote session? I could only find the refresh button for the logon screen. But once I'm logged on this doesn't work anymore.
Unusable field in request form - Asset
Hello, It it very hard to hit the field "Asset" because it has very small size. Our technicians use this field very often and it is important for us to make this field more usable. My Regards, Vlad
Disable Remote Control Feature
Dear Support Team: We are using SDP 7509, and have some technicans with SD_Admin role due to our requirement. And now , I would like to disable the whole remote control feature of SDP, so our SD_Admins will not connect to ours servers unexpectedly. And we in fact , have purchased another remote access software yeasr ago .It is a great risk now for us . so ,is it possible to disable this feature , make "Remote Control" text and link in Workstation & Server detail view disappeared.
Reject e-mail from non-requesters
Hello, How can I reject the creation of a new request by e-mail from senders not previously set as requesters nor techinicans? Thanks, -Rodrigo
Trying to restore data from 7022 production to 7022 test and recieveing this error message
Unable to restore database : Syntax error or access violation, message from ser ver: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'No Description')' a t line 1"
Asset Naming convention
I have been trying to come up with an asset naming convention that is unique and manageable for items that are not workstations or servers. I read where some SD users are concatenating numbers on the end of product names, like Dell Monitor 1, Dell Monitor 2, etc. I am curious if that is what most people are doing. My thought is to use our bar code values since they are unique and static and easy to identify on assets. I would appreciate any feedback before we set a standard that causes us problems
Requests
Is there a way to make requests available to only certain requestors? I've created two requests templates but I only want certain people to be able to use one of the templates. Thanks, Robert Evans
Requester Close Ticket form Interface
Hi there, This might have come up in the past, but in my opinion it is worth mentioning it again. Some times the requester instead of closing a ticket from the resolution email, he accidentaly erases the email and at the same time the chance to close it. Is there any possibility to close the ticket from the Interface? If not, why not? I know that there is an automatic closure rule but that is against our policy. Please let me know if there is any thing scheduled for the future because this will
Elapsed time
Hi, could you please to tell me where I can see the time taken to resolve the request? Thanks, Andy.
How to restore the admin-account
We managed to reassign the administrator somehow to be a normal support rep. After logging off and on, we lost access to the configuration. Is there any way to restore the settings of the administrator, so that we can access the system-management again - other than restoring from a backup? Thanks, Rudolf Bom
Unable to view more than 25 tasks
It appears there are no controls in the implementation tab of a change to page through tasks. The default view allows 25 tasks to be viewed, and the rest are invisible. I can't find this in the list of known errors - is this on the roadmap for repair?
Watchers for Changes
I'm not sure if this is possible or not already, but I had the question brought up to me by one of my co-workers. Is there some way that you can set up "watchers" for change management? I'd like to be able to set up one user or a number of users who would get updates for changes but aren't a CAB member. Is this possible now? Thanks ~James Murphy
Some question about Remote Control Agent
Hi, have some questions about agent... - Does it run all the time when is already installed on the computer - does it leave any tcp port open - does it comunicate directly to the client from technician or via servicedesk plus server... Thanks! /Amela
merged request show as not merged in assets
simulation steps: - make two requests related to same assets - merge to one - close the request - find the assets and go to request tab you will find the two request, one of them open and one of them closes :(
Next Page