Bulk resolving of calls
We're running SD+ 7.5 here. If we have an incident which generates many calls, I'm looking for an option to send the same resolution to all tickets for this particular issue. Can this be done? Merging all the call doesn't help because the resolution will then only be sent to the main ticket under which all the others were merged. I hope I'm clear. Thanks, Will
Attach Files to Assets
Hi, does anybody have an idea how to attach a PDF to an asset. I want to keep track of my printers. Whenever one is maintenanced by an external partner, I receive a piece of paper about which things have been repair, who has done it and when it was done. This paper is signed by the technician. I want to scan this paper and attach it to my printer asset. This way all my staff can have a look, when a technician comes again nd repairs the printer again. I then want to show this paper and tell him, that
Forwarding calls from Service Desk
Hi there, Is there a way we can FORWARD the history of the call [ Obviously the link does not work for the person we send to] Currently, I have to click REPLY instead. I think this has to change so when we forward the email to the recipient they can see the whole story. Version 7.5.6 Thank you
is there an option to customize "My View" ?
i would realy like know that , is there SSO interface with AD even if i have many clients with differnt domains ? Thanks Ahead , Doron Hacham.
MySQL warning => Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them
I am novice on MySQL, in the "Event Viewer\Application log" Windows there is the following error. That I has to make to resolve this point? Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 04.05.2009 Time: 16:10:13 User: N/A Computer: SERVICEDESK Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com.
Major Incident Alert - Email
I am currently producing a Major Incident Proforma and Major Incident Process. Can any one poing me in the right direction for any email templates that should be usedd for Major Incident Alerts, Updates or resolved. Regards Ash Parmar
Double Group Email
Hello All, I have a weird problem. In notification rules i have ticked the "Alert Group members by email, when a request is assigned to the group" and have set up the template. Also in the particular group options i have ticked the "Send notification to group techs when a new request is added to this group", selected all members of the group and have filled in the Group Email address. Now this results in 2 emails per request. Along with the email to each technician when a request is assigned to
export/print solutions database
chaps we are running SD4, is there a way of printing out the whole of the solutions database???? thanks
Request Summary section on Global View of home tab
Is there a report that will recreate this section so that it can be emailed to department managers?
Dashboard Request Graph Report
Where is the sql located for the dashboard graph showing requests inbound, completed & overdue? I want to expand the report to get trends on a larger range of dates by day than a week at a time.
Assign Files to Assets
Hi, I have a question: Whenever an asset is repaired, I want to scan the invoice and a filled in form about what things have been repaired (signed by a technician). Then I want to upload this scn and assign it to the repaired asset. Any ideas, how this can be done? Regards Juergen
Blank page when accessing site
Hello, We recently upgraded to 5.5 build 9 from 5.5, and I cannot access our site if I use just the servername, i.e. http://servicedesk1 if I use the FQDN it seems to work for me, but not for other technicians. This is if IE 7 or 8 is used. In Firefox, if i access just the server name, it prompts for a login, then sends you to a blank page at: http://servicedesk1/j_security_check is there a problem with some sort of authentication? Also, I looked through older posts about pass-through and all that
7022 to 7500 Issue
Is there a common fix for the error "no primary or candidate keys in the referenced table'... when migrating from 7022 to 7500? All of the Adventnet KB's suggest calling Adventnet directly to correct the problem. Because of the amount of downtime involved, in our case that’s not ideal. The upgrade can only be performed at very unsociable hours. Please advise
How to show full address in SD7.5
Hi I need to show when creating a new request the full site address. At the moment when we select a site it will show the only the site ID. I have changed the site so name with the full address but if only shows fully if you set your browser to 1680 x 1050 etc you only get a portion of the address if your display is 1024. Is there any way only you select the site to show all the site information on the request/ticket ? Thanks
Javascript error with IE8 on Windows 7
Hey Everyone, I have installed Windows7 and now using IE8 for my browser. I can access ServiceDesk normally except I cannot use the reply and add worktime buttons. I get a java script error with the following details: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; SLCC1; Tablet PC 2.0) Timestamp: Thu, 20 Aug 2009 23:21:22 UTC Message: Cannot open an anonymous
Stop non-requesters from submitting tickets via Email
How do I stop ServiceDesk Plus from creating a ticket that is sent via email from someone who is not in the requesters list? I have both Dynamic User Addition and User Login Addition set to No but that makes no difference.
Couple of questions ServiceDeskPlus
Hi , I trying out ServiceDesk Plus MSP and i have couple of questions : 1. in buisness rules is it possible to create to terms with "AND" and one "OR" , i want both "AND"'s to excist or other 2 "AND" terms , how can i do it ? 2. when i am in a request and i press reply , why isnt the requester mail automaticlly shows in "TO" field ? 3.i want when SLA time is due so it will send emails to specified Managers/ Technitions , is it possible? 4. In buisness rules section i want that one term excist it
HotFix 7509 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7509) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 7509 SD-15434,SD-20979 - NullPointer Exception upon performing request bulk edit, if no site is configured in the system. SD-20971 - PreventiveMaintanence tasks are not generated when scheduled but created when manually run. Upon enabling the Notification for the new PM task creation, there is a notification
Report question
Hi , when i create custom report with "timespent" column it always shows 00:00 , what exaclly is timespent ? how do know how much request was open ? Thanks Ahead , Doron Hacham.
Contracts list: Add new or edit predefined filters
In contracts list, we want to add and edit new contracts filters and change the predefined ones. This is needed to manage a large list of contracts efficiently.
Customizable column width in Contracts module
This is a general problem of ServiceDesk Plus and a real mess. In Contracts module, the "Subject" text is always abbreviated with "..." after 20 characters, even if there is much more free space in the column because most other columns have been disabled.
Bulk Asset Editing
I have over a thousand entries I need to modify, is there a way to make these edits in bulk instead of clicking each one? Example, location in all these entries needs to be Mississippi. How can I do that to all entries at once?
PO# Start From to Include Text
Can we please have this changed to allow TEXT, so it can increment the Purchase Orders following our PO Book. eg All our PO's for our department Start with ITM-(Purchase Order #) SDP will not allow it to auto increment with having ITM- in the admin field (We can add it manually to the PO) but who wants to do that, and on top of that we have to check what PO we were up to.
email requests arrive with no subject nor requester
ServiceDesk version 7.0.0, build 7017 Just now set up inbound email fetching. POP server is an AIX box. Send an email to the helpdesk email account on that box. Upon fetch, a request is created, and the body of the email is loaded as the body of the request, but instead of the email's subject as request subject, we get "Not Provided" as a request subject. Instead of the email sender as Reqeuster, we get "Not Provided" as requester. Email Address is also "Not Provided" There's probably a fairly
problems upgrading 7022 to 7.5
Hello, We are experiencing some difficulties upgrading from 7022 to 7.5. We wanted to upgrade from 6.0 to 7.5. Everything went fine till the upgrade from 7022 to 7.5. We tested 7022 and that version was ok. But with the update procedure to 7.5 we got an error saing the data could not be backed up. We then used the backupdata.bat and mssql to backup our data.The next thing we did was an reinstall of sd+. - stop sdp service - uninstall servicedesk - delete database from mssql - delete the local installation
Solutions - the editor is just going crazy
After the new layout for Solutions the Editor is hopless. The Bulleted lists, line spaces, some fonts etc. looks fine in editing mode, but is disappearing when saving. We are now working with the Configuration Management and this is very, very, very confusing. We can't go on with this any longer, I was sure it would be fixed in 7509. Waiting...
AD import - exceptions for specific accounts/groups?
Hi is it possible to restrict or add an exception list to the user list that is imported from AD On our AD configuration we have Exchange mailboxes listed as user accounts and at the moment these accounts are being imported into Service Desk is there any way that I can control what AD data is imported? Regards
Emails that generate tickets, is it possible to auto complete some field types?
Hi If an email comes into the Service Desk from a specific address (i.e mailserver has blocked an attachment) is it posssible to set criteria so that some of the fields in the ticket are auto completed? (.eg call type, priority, etc) Or is this not possible and the only solution is for the technician to manualy configure the ticket. I would like to be able to do this for specific types of emails that are generated on a regular basis from a specific address regards
Techinicians are no longer Requestors in Build Number : 7505
When creating a new request the Technician is no longer listed in the Requester List. When entering the Technician name in the requestor field the associated AD attributes (contact number, department, etc.) are populated in the the new request but it will not create the request see error below: "The user belongs to a site other than you have access to. You cannot create a request for this user." The Technician belongs to the sites. We have Technicians that are Requesters for 2nd & 3rd level support.
Change requestor
I am evaluating Servicedesk plus and would like to change the requestor. Is it possible and if yes then how?
SD Server has multiple ip addresses. Server is registering to wrong ip.
Is there anyway to lock SD plus to a certain ip address on the server? It seems the server is attaching to all ip addresses on the server. Thanks. -nick
Restore SDP from a Disaster
Hi I do not have the files directories and only I have the database in SQL 205, where can I find my build number?? I do not have any backup and only I can remember that I have ther version number 6
Can "Warranty Expiry Date" and "Acquisition Date" be displayed in the workstation list view?
Before the "Warranty Expiry Date" field was added in the "Resource Info" section of Workstation Configuration, I'd created my own "Warranty Expiration field" under "Additional Info". Well, I'd like to get rid of that now however I've been keeping it because I can't seem to display the "Warranty Expiry Date" or "Acquisition Date" in the view that shows all of the workstations. If this is by design, why? I like to have an at a glance view of all of the sites, warranty expiration dates, etc that I
Asset Management Issues
Hi, Anyone tried scanning a server with ISA server installed on it. Im trying it out but it gives RPC server unavailable even when i shutdown all the ISA server services. Sheldon.
New Asset State
Hello, I have created a new asset state 'sold to customer,' and want to be able to assign a user/department (customer/customer) to the asset, much like you would assign with the 'in use' state. How can I do this? Thank you, Justin
Changing the Service Desk URL ?
Hi Does anyone know if it is possible to change it instead of http://domain:88 To http://domain/helpdesk ? I'm not sure if it's possible, but I thought I'd check first.
alias Changing URL
plan to change alias URL http://localhost:8080 into http://pscsdesk is there any way i could change it. I'm thinking if possible in port forwarding?
Extracting email histroy from SDP database
We need to extract the email history for all incidents frmo ServiceDesk plus. However i can not find any table where this is kept. I have looked in WorkOrder_Threaded, but this doesn't seem to help. Can someone please tell me where to find this information in the database?
Unable to save attachment to ServiceDesk
When creating a ticket and adding an attachment, it shows the attachment and it's correct byte size but when you try to open it says file not found. The directory for the ticket is created iunder /fileattachments/Request/Jan2009 but not file is found there? This is critical. The error from the log file states that the file could not be moved, attachment not saved.
Custom Due by Report
I need to create a scheduled report with the following The report should show All overdue requests Or All requests with no due by date and the current date and time is greater than the created date plus 48 hours I would like to have the following fields shown in the report Request ID, Priority, Subject, Technician, Request Status, Dueby Time It should be grouped by Site. Any help please?
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