Department creation
How can I stop ServiceDesk from Auto-Creating Departments. From the best that I can tell it creates these new departments based up what is input in each user account on AD. We only want about 20 dept.'s listed but currently we have about 45, most of them are grayed-out but why cannot they be deleted. Thanks Jason
Costumize a mail request
Hi, I know that you can create a helpRequest by sending a mail to SP+ but how to specify that HelpRequest ending up under specified category that I'm wrote by mail. Thanks!
ldap
Where having a problem with the ldap from the edirectory. When i import the users from the edirectory the name of the user is the same als the login name. When i change the name of the user to his full name so that everythting stands correct. When i do a new ldap import of the users the full name is being overwrite again. Does anyone know which field from the edirectory is being used. regards
Restore data problem. Duplicate key in object 'WordMap'
C:\SDP\ServiceDesk\bin>restoredata ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ********************************************************************************
Update to 7509 fails
I am trying to update from 7508 to 7509, MS SQL. The update process stops saying "Invalid object name 'GLOBALCONFIG'. - reverted to old build". The log is empty. Anyone else also experiencing this? Thanks
Site Field
How do i make the Site field Mandatory in the requestor's default template? Cheers
how to track and get reports on when a call was managed remotely vs needing an onsite visit
I would like to find out some stats on how many calls are resolved remotely vs needing an onsite visit. How would you best track this? Would you have to add another field on the request form? I don't want to confuse users who use the selve serve feature to create a ticket. Any advice appreciated
In which table is the "Last attempt to fetch mail" timestamp stored ?
I would like to automate a check that SDP is fetching mail. Where can I find the timestamp information in the DB (or file) ? TIA -Audun
SDP cannot start with error: "Resource check failed for service jboss:service=Naming. Port already in use:0"
Dear colleagues: We have installed evaluation version of SDP on Linux and managed to reconfigure it to use https... That was quite tricky. Now we faced another issue: we need to access SDP from outside network via firewall with port redirection. Actually, everything works except for the link that users might receive in e-mails (for instance notification for Resolved request with link to "Close Request" form). These links point to internal name of server but not to published name. Thus, links
Table Name having TICKET information in servicedesk Database
Hi all, I would like to know the tables names storing the ticket information details like ticket name , ticket or request id,ticket priority in servidedesk database. please advice. Thanks Karthik
Mails download problem
i have configured email incomingh in optilive but i am unable to download mails while i am able to send mails. The mails are in the inbox but are not getting downloaded on the server . I am able telnet the mail server kindly advice.
Problem getting remote control of machines
i am unable to get remote control of machine even after putting agent on both the machines i am getting the following error FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,253,343,387,343
How do I change the site of several users quickly
After import of AD, were created several sites. I would like to eliminate them and register all users at the same site. But to do this manually is very cumbersome. I want do to access the corresponding table in mysql database and change the ID. Thanks.
Enable managers to read their dept tickets
Is there a way that enable managers in our company to open or read specific tickets that belongs to their dept. employees?
edit requester by technician
Hi, we recently upgraded from 7.0.0 to 7.5.0 (build 7500) With version 7.0.0 common technicians were able to add & edit requesters. with our current version (7.5.0) one needs admin rights to edit a requester... is this intended? /Tomas
Announcement Templates
I have already made this request privately, however I thought I would post it here as well to see who else thinks this would be a useful feature: Description: The "announcement" feature in SDPlus is not bad, however it is far too simple for our requirements. What is needed is the ability to create WYSIWYG HTML templates that can be selected. Currently, we send these notifications out using email templates similar to the following: --------------------------------------- <LOGO> PLANNED OUTAGE There is
7511 just disappeared
I went to the about link like I always do each day to see if a new version is out and say 7511 was out. Before I could login to my server to download the latest file, the link disappeared. There was even notes on 7510 on what was fixed for this version. What happened to it?
Installer file versioning
It would be helpful if the ServiceDesk installer was named with the version number, or if the executable metadata contained a reference to the build number. I typically keep the older versions of the installer in case I need to recreate an environment based on an older backup, and since all of these versions are named the same it can get confusing. I typically name mine like: ManageEngine_ServiceDesk_Plus_v7509.exe This is already done with the PPM files, but not with the executables.
Approval status
ServiceDesk Plus Why does Approval status read as N/A on some changes. Even though they have been approved for change by Cab committee.
Error when applying backup file
When attempting to restore my database, the restoration process is failing. I am getting the following error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ==============================================QUERY = INSERT INTO WordMap (APPLICATIONID,WORD) VALUES(1, N'ti'); java.sql.BatchUpdateException: Violation of PRIMARY KEY constraint 'WM_PK'. Cannot insert duplicate key in object 'dbo.WordMap'. at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.java:901)
Changing Request ID
Good Morning All, Hope this finds everyone well. We've recently added ServiceDesk to our Internal Network and have been very impressed with it so far. I do have one question at the moment, however. Is there a way to change the way that ServiceDesk labels Request ID's? It appears that, by default, it labels them by number, starting at 1 and incrementing up (2, 3, 4, etc.). Is there a way I could make it, lets say, have it ID the Request based on the date? For example: 09170903 - Request 3 on
Problem with fetching OU's from AD when importing requesters
Hi, We've made some changes in our AD meaning that i need to configure the service desk to look for users in a new OU. When i enter the 'Import Wizard', when i press the 'Fetch OU's from Active Directory Again' button, i get an error stating that ' Exception occured while enumerating oraganizational units'. Is there a log somewhere where i can get some additional information, or is there someone that can point me in the right direction of a solution? This has been working fine for almost a year before
Given an Asset, find all Changes that affected it
Hello, I couldn't find a way to perform a very simple but important action: given an Asset, find all Changes that affected it. I'm sure that there must be a way, I'm just not finding it. Any hint?
Requester, additional field, pick list not working.
Version : 7.5.0 Build Number : 7509 I create an additional field for requesters, and choose to have a pick list, then give it some items. When logged in as a requester, I get the additonal field box, but it's not a drop down box, and there are no options, it's empty.
Group and Technician field in Defualt Requester Template can't be added back to it?
Hi, We need Group and Technician field back to the Default Requester Template - but those fields are grayed on the left side of page where you can modify template. I don't know how this happend? Those fields was on the Defult template (are still are for Technician, but not for Requesters). Any idea how to fix this? Best regards, Vladimir Vucinic
Windows 7 ??
Hello, Most of our IT staff has moved to windows7 since it has a release date in about 4 months to the public. Servicedesk does not even load at all in IE8 on it, it just goes to a blank white screen. Please address this soon as this is not a feature request but a problem that will be affecting more of your customers every day that passes... Ken
Customizable forms
Administrators can customize the lay-out and choose the fields to appear on different request types. Request forms should be different depending on request type. Each request form should have the request form customizer an interface to enable/disable
Rewording of Approval Options
Approval page includes: Approve: Recommend (or) Reject These options are poorly worded. You don't "recommend an approval", or "reject an approval". Approvals are either granted or denied. More appropriate radio buttons could include: Approve: Yes (or) No Approval: Granted (or) Denied
Technition not being notified when his own reqests updated
I am having a problem when I submit a ticket as a technician to the service desk I am not notified when the other technician updates the request. If I am the technician I am notified , but not if I am the requester. Is there a setting that I am missing?
Date of Contracts is mandatory
Hi I have some contracts, which I entered into ServiceDesk. All my contracts have a starting date, but most of them do not have and ending date since they run until I cancel them. But the end date is mandatory. I have to enter a date here. So I enter a date, that is far in the future. But I think it would be nice, to check an option saying, that there is no end date, but instead it would be useful to have atime when I can cancel the contract. We have contracts, that can be canceld every 12 months,
Recently added technicians are not showing in admin's section.
I recently added some technicians to the Service Desk Plus, but when I go to the group section in the admin's page, the newly added technicians do not show in the list. Could I get assistance with this? Regards, Rainton
distributed asset viewer in 7506
I found this info in the 7506 admin interface: "ServiceDesk Plus will help you scan assets distributed across multiple sites. Install AssetExplorer in your remote sites where you want to scan assets. When scanning is complete, you will be able to export the data from the remote AssetExplorer server in the site and import it in your central ServiceDesk Plus Server. " what does "export the data from the remote server mean? how do i do this? most of my remote sites are really just home employees. When
DMZ Installation
Hello, I have the following question: Do to security restrictions in my company, applications with external access can't be installed on servers in the internal network. What's the best way to implement SDP in a DMZ scenario without having to open WMI and SNMP from DMZ do internal. Thanks, Leonardo Almeida Cruz
how do i move service desk from one machine to another?
Hi, I am using ServiceDesk Plus on a machine used for testing and I would like to transfer to another machine that has more resources to handle the database.
Schedule backup failed
I am getting this message when the schedule backup runs: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.io.FileNotFoundException: E:\AdventNet\ME\ServiceDesk\backup\backup_info.xml (The system cannot find the file specified) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown
Associate Categories/SubCategories with GROUP (not just technician)
You can configure particular categories and subcategories to automatically assign themselves to a Requester. This only fits very small IT environments. The ability to associate a GROUP to a category/subcategory scales to larger enterprise IT Helpdesks. All "Internet down" categorized requests would be automatically assigned to the "Network Administration" group. Assigning it to a specific tech won't always be applicable because of cascading roles and responsibilities, people out sick or on vacation,
Notification for Requester-Replies does not work
I have some troube with the Option "Alert(or Notify) Technician by Email when there is a new reply from the requester": We have set this option to have our Technicians informed about incomming replies to existing Workorders. Normally the content-message of the reply is shown in the Notification. After the Upgrade to 6.0 it looks like that only the content-message of the main workorder is included in the Notification - not the message from the reply. I need a solution for this issue really soon. During
Questions on the Change Request Feature
Can only technicians create Change Requests in the Service Desk Plus software? Or is there a way to get requesters to be able to submit change "requests" also? Thanks!
my requester cant see the requests for his department.
I have reset the check box in his account to no avail. ANy suggestions? Cole
Escalatating Tickets
Hi, I would like to have a ticket opened by support, move to finance, sales, IT, and different other groups in the company. There will be different employees tagged to each one of these groups. I do not want to assign the ticket to individuals, but instead to groups like It, Finance, sales.. etc.. How can this be setup ? I would like ot have reporting features likewise on case statuses, eslcalations and SLA. Any info you can provide will be of great help. Thanks, Robert
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