Deletion history log?
I believe in older versions of ServiceDesk Plus you were able to look at a history log and it would tell you if any tickets, assets, etc were deleted and when. Is that possible in ServiceDesk 7.5? If so, how can I do that? And if not, is this something we can look at getting built into the next major build release? Thanks, Alex
Request updates and technician acknowledgements
Is there any way of tracking technician request updates? Lets say a technician has 20 requests, and 3 of them have not been updated in 4 days...is there a display where the technician can view which requests he needs to update so the user is informed and the technician stays on top of his ticket management? Are there any custom reports that can be run by technicians/managers for requests that have been idle in the queue for xx amount of days/hours? Thanks, Justin
SMTP Email in SDPlus
Hi When wil we see SMTP email in service desk plus, as it would be very useful for all of us who use microsoft exchange as currently we cannot use the email features fully ANdy
Email Fetching Issue- Service Desk Application From Exchange 2007
Hi, We are using AdventNet ManageEngine ServiceDesk Plus 7.5.0. Recently we are facing issues with email fetching of Service Desk Application from Exchange 2007 Hub server. The issue is with the error while configuring the POP mail server settings. The error says " FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox". I'm able to telnet to the exchange server from the Service Desk Server, telnet to port
Problem with Services Desk
I have prolem with Services Desk , this is error and it's crash , i using Version : 7.5.0 Build 7507 The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this 10 time(s). For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.How do i do , plz help me , thanks !
Is there a way to send the notifications ONLY when the status of the ticket is Updated ?
Hi there, Is it possible to configure the notification rules in such a way that it will ONLY send the notification email to the requester when the status of the ticket is updated / changed ? Your immediate help will be very much appreciated. Thanks
Contract Field Size
Hi, Is there anyway to increase the size of the Contract View field? I have several contracts which I have created starting with the same words, namely 'Symantec Backup Exec.........' with various agent endings and when viewed on the main screen I haven't a clue which is which as only the first 20 or so characters are displayed so have to click through all of them to find the one I need. By removing certain columns doesn't increase the size of the remaining ones either?? Please advise if this can
Notification Rule - Acknowledge Requester by Email when the request is updated
For the Notification Rule "Acknowledge Requester by Email when the request is updated" what events/fields trigger the status of "updated"?
Multiple databases
Can SD+ manage this?? I ask as we have 3 installations and would like to manage from one console/application server, but keep databases seperate as they now are quite different? Can this be done and if so how? I know I will need licences to do so, but can work with that, but what else do I need? Am running MSSQL, SD+ 7008, moving to 750? very soon, once testing is sorted on TEST environment
Catogoies
Hello Does anyone know the ITIL way to use Categories. Should the requester select the category or should it be the Technician? I would have thought it should be the technician otherwise the cateogories will be wrong as the requestors do not always know what catogory the incident falls into. Also to use business roles which are specific to a category this would not be possible if we should let the requestor choose the category? regards Ash Parmar
SD-15312: Inaccurate calculation of due by time of a request
Hello, This was due to be fixed in 7509 as is still listed as such on the known issues page, but it isn't in the readme for the 7509 update anymore, and it doesn't appear to have been fixed. This is causing us issues with our SLA reporting. Can you let me know if it is going to be fixed soon? David
Change options in CAB approval screen
Currently when a CAB member views a change, they have two options - "Approve" and "Reject". Strictly speaking, CAB members do not approve change, they only recommend it. It would be good if this screen were updated to reflect that.
name field in requester details giving error.
Hi, A user is attempting to log a request but the name field in the requester details won't accept any value, be it her name or otherwise. Any help? Thank you Thomas
Universal Asset scanning
Is there a way of doing a universal asset scan in servicedesk?? We have a load of machines in our asset system in service desk that were added at the beginning of the year, but these scans will be out of date now. Is there a way to do a single scan, that will go out onto the network and update every machine information we have on our asset system? All machines share generic names on the network, is there therefor a way to tell the system to say "scan all machines with names beginning "SCR" as an
Reporting on Tasks
Hi All, I was wondering if anyone knows or can point me in the right direction on how to report on completed tasks by technician? Ideally i would like a pie chart on how many tasks each technician has completed/closed for the previous month Included in
What permissions needed for Asset Scan
What level of admin rights needed to do a scan, I know Domain admins works, but this is against our company policies, what is the minimum needed to scan assets in domain?? Likewise for import from AD, Version 7008 with MSSQL
Wrong TimeSpent Time when Ticket closed after month change!!!
Hi there, We have been experiencing some problems with the TimeSpent. We have attached some images in order to have a better look on that issue. Trying to describe the problem occured, we came out with an explanation which might do some good for you in order to find out the resolution on that. Problem Description: When a ticket is created on May 28 and Resolved at that day but closed on 2 of June ( possible reason for that delay could be the absence of the employee), the time spent goes crazy
Using MSSQL Database
Hi, we are currently on SDP 7.0 Build 7022, we are attempting to upgarde to 7.5 Build 7508 and migrate from MySQL to MSSQL backend. Our plan of attack for the upgrade is to install SDP onto a test server, restore the live SDP data onto the test server, migrate to MSSQL database backend, and then upgrade to SDP 7.5. I have sucessfully installed SDP onto the test server, however when attempting to use MSSQL database, by using the Database Setup Wizard, it errors saying "Unable to fetch the SQL Server
where does the software inventory pull from?
Hello, We are trying to get a complete picture of all the software that is installed on our network. When an asset scan is performed on a computer, where does it pull the info regarding installed software from? the registry, or from add/remove programs?
Customize Column witdh and test fields
Feature Request; The ability to customize the individual column width and text field length. At the moment there’s lots of wasted horizontal space, and the text itself doesn’t fill the entire column, it’s just really messy;
Moving Hours?
Hi, We have a request that we would like to re-assign some of the time entries to a different request. Does anyone have any suggestions? Might be a good enhancement for the next rev? Thanks Jerry
Generate report having "response timings"
Error when trying to open a technician record
Following error occurs when trying to open an existing technician (only 2 out of the 33 are not opening) FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,248,122,486,024.
Blank screen when connecting to Service Desk front page using Windows Server 2008
ServiceDesk Plus Build 7508 Installed on Server 2003 R2 box with nothing else installed on it Database is on SQL server Connecting to the Service Desk front page using Windows Server 2008 gives a blank screen. Works correctly using Windows XP and Server 2003. Have tried the following: -- Changed port from 8080 to 80 -- Turned off Windows Server 2008 Firewall -- None of the log files in C:\AdventNet\ME\ServiceDesk\bin seem to generate any errors, are there any other log files
Difference between "Technician" and "Assigned Technician"
What is the difference between "Technician" and "Assigned Technician". We're running 7509\Standard. Just today we were generating a report and someone noticed that there are two values to choose from... "Technician" and "Assigned Technician". We messed around a little, and we're pretty certain the "Assigned Technician" is the technician that the request is currently assigned to. But if that is so... then what is the "Technician" field used for? Thanks!
Categories
I have a question about categories
Multiple Surveys
Hi All, Is it possible to have multiple surveys? e.g. A survey every 6mths about general customer service. A survey after a request has been completed. I have looked in the Admin-User Survey pages, but it doesn't look like this is possible. Ideally we would like to select a survey to run, choose the respondents and specify the frequency. Thanks Stef
SLA Report broken down into the following
Hi, can someone supply the mysql code for the following reports please: % SLA met and not met per User per week % SLA met and not met per team (role/group tech is in) per week % SLA met and not met per User per month % SLA met and not met per team (role/group tech is in) per month % SLA met and not met over all per week % SLA met and not met over all per month I'd need to be able to set it up to email the week and months previous. Thanks in advance :) Michael
Cannot edit asset SD 7.5
Hello, I am having a problem when trying to update/edit any asset. I am receiving the error you can see in the attached screen dump With admin or technician user is the same problem Error Code: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship I am also attaching the server log Current version: 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Site field shown in requests when no sites configured
In v7508, the "Site" field is shown in the request template and request view page even when a site is not configured. This field cannot be set to hidden in the request template configuration, even in the requester view. I did not see this listed in the know issues, so I apologize if this has already been reported.
the username at up right corner became
hello: we visit SDP 7020， OpManager 7105, in windows xp , IE6 , and sometimes when after we created a new request, in SDP,the username at up right corner became "unknown", then we cannot use SDP normally and had to relogin. SDP is running on a clean old server, Windows Server 2003 system, OpManager is also running on it. I checked the log, many Exception stacks output like this were found: [08:11:29:734]|[07-09-2009]|[SYSOUT]|[INFO]|[24]|: [JBOSS] Engine: StandardWrapperValve[default]: Servlet.service()
Solution > Approval request breaks the solution
When adding a new solution and then forwarding to Approve, the system page locks and you cannot see the solution any longer. Is this a bug? - Has anybody else noticed the issue? BUILD: 7508 MS-SQL Backend Enterprise Edition. Ashley Cox
Change management emails users twice during send for recommendation
One or two of my CAB members get the same email during the send for recommendation in change management. How can I stop it? Cole
Upgrade from 7011 to current issues
all, i have a 7011 install that we would like to upgrade to 7509. the system is using a MSSQL 2005 SP2 database back end on a seperate machine in production. in my test environment, i have the MSSQL server and servicedesk on the same machine. When running the upgrade from 7011 to 7022, the database update takes forever, I have been too impatient to wait for it but i have let it run as long as 3 days before killing it. i can see it workin through the records in the database but it appears to be
How can I include reply content in notification to technician?
I have the notification that alerts the technician when somone has replied to a request enabled. Is there a way I can include the content of the reply in the notification to the technician?
Data missing while editing the request
Hello, I noticed that if I try to fill in the fields in the Requestor details section via Edit button associated with that section and save, the details will not get saved. (which is a slight inconvenience for the helpdesk users.) However, if I save the same details via Edit button on top of the request screen, they get saved. Please note that the fields which I try to fill in are custom made and not part of your standard fields. I am not sure if that makes any difference, but better to mention.
Send Self-service login details
How to use Send Self-service login details??? and how to trigger it to send login details to the user?? does the requester must be a registered user or it can also be an account automatically created when a user submits request via Email?? Thanks
Download Build 7508
Hi all, I know that there is a new Build Version (7509), but first I want to install the 7508. Can you please tell me where I can download it? Thanks a lot,
List of issues for 7509
Dear Users, Please find the initial list of issues that we are come up with for 7509 hotfix release. We have grouped the issues based on the modules. Will add few more in the list.. Regards, Srikrishnan. ServiceDesk Plus. Request / Problem : SD-15307: Formatting styles of request description & resolution, change/problem/solution description are not being saved (e.g. Bold/Italic/Underline /background color). SD-14177: Criteria for the columns in the Custom filters gets removed upon editing and saving
Ability to modify Service Desk Column width for Requests and Solutions
For example, in the Solution module, the Subject text is cut off at appropriately 25 characters. Regardless if you remove fields to allow for more "real estate", the subject text is still truncated. Perhaps you can add the hover over on the subject like you have in the request view? Or allow for resizing of the column width in the view? Thanks!
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