Escalation do not work
I have define in an SLA if some request is not resolved say in 2 minutes it should escalate to a Technician say Heather Graham.............. But it does not work.........can any one help. Thanks in Advance
Can you include "Notes" in an email message?
We have the "Alert Technician by Email when a request is assigned" turned on as through the lifetime of request it often changes hands. We include the $Description content variable but don't seem able to include the Notes. It has been observed that it would be helpful to have the notes displayed in the email, which would enable the technicians to see at a glance what "the latest" situation was. Is there a "content variable" for Notes available? I couldn't find one.
Close Comments Automatic E-mail
Would really like to request that when a requestor enters comments when closing a ticket that an automated e-mail be generated and sent to the technican assigned to that request. There are a couple of reasons for this: 1) Even though we try to educate our users not to do it, they continually will close the request but then add comments that we really should be seeing...like "Can you do XYZ for me also?" Or they add additional comments which are really additional requests expecting us to act on
Task(s) start and end times do not show accurate minutes
On a task, when I click on the date chooser of any of the date/time fields it will select the current date. The problem is that it doesn't always show the minutes accurately. Sometimes it will default to 00 and other times it will show the closest 5 minute increment. This is an issue when a user started the task at the 55th minute yet it shows 00. I know as a work around the user can select the minutes, but I hope the next update will have this fixed.
Spam filter Settings
Hi to all, I had some problems with e-mail configuration, until the point that now is not possible to enter the email configuration window, the administration main screen remains "loading window" and loads nothing at the end. Could you please give me the table names of Spam Filter Settings to modify it manually with MSSQL? Could you please help me with this issue? it's really hard to work in this situation! Thanks a lot for your support Regards, 9jsuarez
Problems editing request after 7508 hotfix
Is there any resolution to the following problem I am experiencing? HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443) java.util.Arrays.mergeSort(Unknown
Trouble with Email Notifications
I have just installed ServiceDesk Plus and I cannot get the email function to work. ANy ideas.
PDA integration in FacilitiesDesk
Hello Users, We hope it will be of interest to know about the PDA integration offered by FacilitiesDesk 5.7 - our recent release. In general Facilities Management is a dynamic department in any concern. Let us assume a daily scenario in a company with big infrastrucutre facility. Where, a Facility Management staff have to be physically present in the place of issue to fix it. Which means the Facility Services Staff is always on the move as and when a work request in raised.This is where integration
Defining request fields in incoming emails
It would be really useful if the system could take variables defined in the emails it collects and use them to set the corresponding request fields. Whilst the self-service portal is OK for some general requests, we'd like to be able to inject requests into the helpdesk from our own web-forms and automated processes. For example the email body could define any of the standard request fields plus any addiotional ones defined, which would be set when it is processed (with some validation obviously).
error when updating
I want to test the upgrade from 7000 by taking a copy of the Service Desk Plus including Mysql database. I installed servicepack AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm. When I run run.bat here is the error I get, I would appreciate it if anyone could shed some light on the issue for me as it is starting to cause me some pain. The logs do not provide any useful information. Thank you C:\AdventNet\ME\ServiceDesk\bin>run.bat ===============================================================================
When is 7509 scheduled for release?
I'm currently running 7506. I would upgrade to 7508 but I was told 7509 would address a specific issue I'm experiencing. Since I have to rebuild my custom login screen every time I upgrade, I'd rather just wait for 7509 and upgrade once. When can I expect 7509? Thanks- Marc
Customize Work Log Window?
Hi, New here. We are in the process of evaluating SD+ and were wondering about the work log window. The three questions we have with regards to the window: Is it possible to hide fields not being used (i.e. Incident Cost) Is it possible to make the Description text box bigger in size (not the amount of information that it holds, but its visual size) Is it possible for the time taken to resolve to auto calculate? The executed time populates with the time the window was opened and when the item
Categories
Hi, Perhaps I am being stupid but I cannot see where to make a category inactive. Please could you advise. I am running version 7508. Thanks, Simon
Narrow window Last edit
Hi! Can you make window Last edit more wisely? Or all 3 window of the same width?
copy PO’s
I would like to be able to copy PO’s (seems like this use to be a feature) and/or create a template of often purchased equipment.
using microsoft SRS reporting
How do you calculate the dates in Microsoft SQL reporting services? I know how to setup the formula in crystal based on this article http://writer.zoho.com/public/13706/27397 but I was wondering if anyone had used the MS SRS software to run reports using dates. Thanks
ManageEngine getting slow....
Since upgrading from 7018 to 7506 about a month ago we have noticed ManageEngine getting slower and less responsive. We're using MySQL as the database engine and have around 12 technicians and approaching 8500 calls. Currently when a user clicks on a call in the request tab it takes around 8 seconds to load. I've seen a couple of comments about tuning the database, are there any instructions on how/what to do this? Cheers, THR
Endless AD import (with no results)
Hi, anyone else facing the same? AD import on SD+ 7508, Windows 2003 domain. The container on which the import should run shows nicely but then the Import Window stays on Connecting to ActiveDirectory Server... at 0%? And of course, not a single user is imported. Tried diefferent AD domain controller, different username for import, etc. Any ideas please? Thanks.
Default Request Template
I have tried rearranging the fields in the default template to what I would like them to be, if you edit a request they show up correctly to make selections but if you are looking at the actual request they display out of order. And suggestions would be awesome as it is driving my support guys crazy!
Missing Requests
Hi - wonder if anyone has any clue why this is happening... For some reason when a user puts a ticket in for one specific site the tickets gets created but can't be seen anywhere. Its not in the queue for that site. It's not in any other queue. It just gets created and then vanishes. I have tried creating a ticket on several peoples behalf but they always go missing. The Site, Group and Department have all been set up in the same way as the others and the standard business rules have
Historic View showing level of Open Requests
I am after a report that shows the level of open requests over the last six weeks, Is there a pre-built report to do this or can anyone give me an idea on how to produced it? I can produce a report showing how many have been created but non that gives me the level of requests open on a date. Thanks in Advance Shaun
7.6 release in June
are we still possibly on for the 7.6 release in June??
Extracted Setup data
I am hoping to extract out of SD+ a list possibly in Excel that shows all setup data for my install (7008) and this will then in turn be used for a further independent install. Hoping to get Category>Sub category> Item listings and anything else possible that will amke subsequent installs easier. Is this possible? Hope someone can help Cheers
why does my domain name show up as an resource name?
hello! everytime i run a new asset scan, my domain name comes back as a resource. for example, the actual www.domain.com shows up as a resource name that cannot be scanned. ( (the actual domain controller shows up separately) any advice? i have deleted it multiple times from the asset inventory but it comes back and i get audited on this DB being accurate.
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: "at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)"
Custom Filters
Hi . I want to create a custom filter for the request screen which only shows requests assigned to the currently signed in technician for all request statuses that are not closed or resolved . How do i refer to the currently sign in technician in the filter ? Thanks
Solutions Not Showing Correctly
When you view a solution, it does not display like it does when you are editing the solution. If we use a bullet list, it shows it on the edit page but not if you just open it to look at it. The same thing applies to other things like the font style and even line spacing. Update: I have checked it in both IE and Firefox and they both show the pages in different ways than the edit page shows and they both are wrong in different ways. Items that should be bold may be bold in IE and not in Firefox,
Assets replace by others in a new scan
Hello, I'm trying ServiceDesk Plus Version : 7.5.0 Build Number : 7508 I have a problem when discover assets (computers) from my Active Directory, someones replace others. Thanks for your help.
cleaning login list
hello, i want to know how i can clean list on login screen for requesters, a lot of old workgroups can be choosen, but i need only my domain and local authorization best regards
Only the top business rule will run against my request
Hi, I have set up business rules to: 1) assign a request to a group based on the category and sub category 2) assign a priority to the request based on the category If I have rule 1 at the top it works fine and assigns the group but the priority is left blank If I have rule 2 at the top of the rules list, it assigns the correct priority but no group Can anyone ofeer some ideas please
Closed time and date
Hi With a technician on site the time that the problem is solved is not the same as the time the incident is closed on the system. How can I achieve that regards piet
Clean List of local groups in login screen
How to delete old workgroups in list of login screen, when requesters choosing where to login, they should see only our domain and local authorization best regards
Blank screen (again)
Hi, as I am unable to track solutions in the previously posted issues regarding blank screens, here's my problem... All by sudden, all users are presented with blank screen when they try to open SD+. SSO enabled, registry fixes applied, server in truested sites, deleted browser cache, etc. I have applied the latest update to ver. 7508 (just to be sure). Clients are IE6 with patches/SPs applied. Made a test on IE7 as well, same behaviour. Any ideas please? Thanks in advance.
Level of open requests reports over a period of time
I am after a report that I can produce by day over the last six weeks showing the level of open requests. Is this possible? Thanks in Advance Shaun
How are merged tickets counted in reporting?
can someone please explain how reporting works with merged requests? for example, if i have four users report four of the same issues, i usually merge these tickets into one. questions: 1. how are the requestors notifed of the merge and the subsequent updates and closure? are all four users notifed? 2. how many tickets count toward the 'closed' total once the merged ticket is closed? 1, or 4? 3. what determines what the 'master' ticket is? for example if i merge three tickets, which
Backups
Hi, This is probably an easy one but I am struggling to find the answer. Do I need to use the backup tool in SDP as well as backing up my SQL database (which is on a seperate server). Cheers Aidan
'Reports' Columns rearranged on CSV export?
On Version 7011 when we did a CSV export on a custom report we had, the data columns in the order.. "Created Time", "Completed Time", Category", "Technician", "Request", "Priority", "Department" & "Group" NOW on version 7.5 the columns are in the order... "Group", "Department", "Category", "Technician", "Priority", "Request", "Created Time", "Completed Time" ????? Why? We have just outsourced a developer to create scripts & macros to pull this data & populate Excel workbooks. Naturally it fails now!
Technical Manager....
There currently is an option to have a requester be considered a department head. This means that all requests made by that department are visible by the department head. We have run into a problem where the department head is also a technician in the system. He is responsible for one group and has the ability to see all requests assigned to that group. What we need is the ability to assign a technician as department head so that they can see all issues assigned to their group and all issues submitted
ticket no longer available when searched after merge.
Hello! i keep posting to the wrong forum by accident! sorry. (this new forum is a bit tricky!) i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question,
Can't use "Program Files" as the installation folder
So I'm installing a new version to back out of a error.. and I get the following displayed when I try to change the "default" install path of "C:\Adventnet\ME\ServiceDesk" to "C:\Program Files\Adventnet\ME\ServiceDesk"... "Please choose a directory name without space characters in it." Are you kidding me? In this age, I can't put the installation where I want? In easily the MOST USED INSTALLATION PATH in the history of Windows applications. Come on AdventNet.. let's get into the times. Why
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