Technician as Request
Sorry, found the problem - at the Self-Service Portal Settings, the corresponding settings was turned off. Fixed now. Thanks. << Original Question >> Is there a way to create new request with any registered Technician as the requester? i.e. can technician make a request using his name? When I try to make a request, I can't choose any technician as the requester. Is it normal? Thanks a lot. Regards, Stephen Au
Database structure query
Hi, We are trying to report directly against the Service Desk database (MSSQL) but we are having issues with the times fields i.e CREATEDTIME column in workorder table. We can't workout how to decipher the time from the integer in the field. Anyone know how its worked out? Cheers
Network scan fails
Folks, I am trying to run a network scan, and it selectively fails. My company uses 10.0.0.0/8 address space. All my systems are linux systems, no windows boxes, AD and other s(tuff)... The ServiceDesk Plus server is located on the subnet A (10.12.0.0), and has an IP address of 10.12.5.15. Scanning 10.12.0.0/16 works fine, and I could collect data for 10.12.10.0/24, 10.12.20.0/24, etc. But trying to scan subnet B 10.22.0.0/16 fails. I am getting the following error: /10.22.5.10 : No response received
Mail Fetching
Good Morning, We appear to be having a few issue with mail fetching - no emails are coming through. I've checked the mail settings and all are correct and the service says its running. However, any emails sent to our ServiceDesk email account are not being pulled in. We are having no issues sending emails. We are running SDP 7.5.0 Build 7507 Any help on this would be much appreciated. Kind Regards Sharlene
Expanded overdue requests report
Management wants to see a report (stacked bar graph actually which I can do outside SDP if I can get the data) with the X-axis showing number of days overdue (i.e. 10 bars showing 1,2,3,4,5,6,8,10,12,>=14 overdue) and Y-axis with number of requests. The stacks will be by priority. The MSSQL code with those three columns should be all I need to take care of the rest. Thanks in advance for your help.
In progress tickets no appearing in open tickets
We have a range of In progress status setting, most which stop the timer. However when looking at open tickets we find that only those with the actual status of open appear... This is misleading as the others are still open.. What can be done to correct this..
Multiple Customer Support
MY company supports the IT of several seperate customers. Can ServiceDesk Plus support such an environment?
Move FileAttachments folder
Is it possible to move FileAttachments folder to another disk without SD reinstallation?
Servicedesk stop working
Greetings, Servicedesk ver 7.5 Build 7506 Windows Server 2003 standard ed. Processor Core2Duo 2.66 GHz RAM 4 GB DDR2 Today we experienced a problem in the servicedesk when we try to access it through the web, the error is "Page cannot be displayed" I tried to execute the command "run.bat" and I got this message "Invalid License File error 353" Also in the bin directory it shows a lot of error logs like "hs_err_pidxxxx.log" Regards, Fahad
Request templates with tables load slow! in IE 6,7,8 but not Fire Fox 3
We have a few request templates that use nested tables and they take a very long time to load in IE 6, 7 and 8 but load quickly in Fire Fox 3. No http proxies involved. Has anyone else had this issue? Does anyone have a suggestion on where to start troubleshooting? As a work around, we've install FireFox on the workstations of those that rely heaviy on these particular request templates. Tnx, Dominic Bosco
need detailed system requirement
Hello, support team. I am currently concerning using SDP as our service support software. I found the min system requirement here http://www.manageengine.com/products/service-desk/system-requirement.html, but I think it is not quite useful in any way, please kindly give me a detailed system requirement list, so we can buy a server and put it in the production environment ASAP。 The SDP 7.0 Professional edition will be installed in Windows 2003 Server std. and we have 10 engineers that use
Subnet Mask or CIDR in Asset Network Scanning
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Query Report Error - ( run smooth on mssql)
HI, After upgrade to new 7.5 some of Request has a blank department field so I am trying to build Query Report to get dept name from master department (departmentdefinition) but the query given below will not run. im using mssql SELECT dbo.WorkOrder.WORKORDERID, dbo.WorkOrder.REQUESTERID, dbo.WorkOrder.DEPTID, dbo.DepartmentDefinition.DEPTNAME AS Depratment, dbo.CategoryDefinition.CATEGORYNAME AS Category, dbo.SubCategoryDefinition.NAME AS SubCategory, dbo.ItemDefinition.NAME
Mail Format Almost Unreadable
Greetings, all - Hoping someone has had some experience with this and can assist in getting my settings correctly tweaked. Just started using the email aspect of ServiceDesk, mostly to send new help tickets to an outsourced technician. Our company uses outsourced POP/SMTP for email (Mailtrust through RackSpace). When I call up the newly-created ticket, and use \Reply\EMail the Technician, it constructs an email with: -Requester, Category & Subject -a couple lines with text like "false" and "X-NONE"
Database Query
Hi, I have another query with the database structure. We are trying to create our own reports directly from the database but are having trouble identifying the key that marks a record as deleted. We have lot's (000's) of tickets that have been deleted over time (mainly from bounces between SD and other systems) this is making the reports a long way out as we can't exclude them. Can you tell me what marks the record as deleted. Thanks
Query Report shows numbers in Date fields...
Hi there, I have attached some pictures in order to help you out on this. 1. Go to Reports ( as Admin) 2. Reports by Requests 3. Requests by technician 4. Press Edit to edit the request 5. Add "Completed Time" from the available columns to the Display Columns 6. Click "Run Report" 7. Click on Show query on the report 8. Click "open with query editor" 9. Click Run Report without making any changes. ( query.jpg) 10. On the Created Time and Completed Time field numbers are shown..... ( printscreen.jpg)
Error when importing users from csv file
Hi, When i try to import a list of users (11) from a csv file i get the following error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Array index out of range: 36
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Import Single AD User
Is it possible to import just one user from AD into SDP yet? Importing an entire OU to get one person is not an option here.
Can't open/edit Technicianss added prior to 7507 upgrade
Just upgraded to 7507 and have discovered I cannot open any Techs created prior to upgrade. My browser window (IE7) locks up, CPU goes to 90%+ and I have to force quit. If I elevate a new Technician, no problem. I can view and edit. Has anyone has a similar experience and/or found a resolution?
Work Order error
A few days ago I am having problems closing incidents were Open or OnHold. I've been watching the server logs, and I found a java error that is repeated several times: java.sql.SQLException: Error converting to convert a string to datetime. I do not know how to fix it, to see if I can give some clue. :roll: Thanks
Change order of windows in basic interface of requester
Hi there, is there any way of reordering the windows appeard to the requester? For example Move the Pending, Completed and All tickets to the right and bring the new request and search of solutions to the center ? regards , george
Being able to set a time for domain/network scans
I would like to be able to not only set the scanning intervals by Days ( Requester ADSCANS, ASSETS DOMAIN AND NETWORK SCANS ) , I would also like to be able to set a time for these scans. My network scans running at 1:27 am , not many pc are switched on at that time of the day. Cheers; Ralf
Problem Requests
When I associated an unassigned tickets with a problem, is there any way of having it assign the incident to the technician the problem is assigned to.
Groups that are deleted still show up
I had a number of groups that were associated with a site that are not required. However, when i go to delete them in Admin > Groups, they are not there. The only groups i can see are groups that are not in any site. Where can i find these groups so i can remove them?
resolution notification emails
Is there anyway to stop this notification including a copy of the intial request in this email. As with the signatures our company uses, it can make it easy to miss the actual text which appears at the bottom of the email..
Contract Display Truncated
Hi, We're running 7506, and in our contract display, the contract name and maintenance vendor are truncated. The picture should be pretty self explanatory. Obviously, the columns are sufficiently wide to display much more than they are. Thanks for any help.
Default Request - template
Hi As a company we have just recently begun using ServiceDeskPlus. A minor issue seems to annoy us, so it would be great if someone had a fix or some advice. Background: We'd like to use templates to our diffirent areas of work. The template name tells the requester which department the request goes to, so far so good. But when the user wants to make a new request the custom template is shown and a additional pick list in the top of the screen called "Change Template" where the user can select "Default
Mail Server Issue
We have been running Service Desk Plus for sometime but then 2weeks ago we moved out mail over to Exchange 2003. Since then i have been able to get service desk to talk to the server to pull in new requests but i am unable to get it to send emails out despite me entering the correct details. Does anyone have any ideas. Regards Ben_Ward@eu.shr2shr.com
MySQl -> MSSQL
Hello All, Can someone point me in the right direction where I can find a complete stepBystep walkthrough on migrating from Mysql to MSSql Thanks E
Activity Log
I'm wondering if SDP has some sort of logging capability. What got me started in thinking about it is one of our technicians claims his request has disappeared. If another technician accidentally deleted it we apparently have no way of knowing. Am I mistaken or is there some basic logging of the activities of technicians? Something in the form of: Technican changed status of Request ID ##111## to closed. Technican Deleted Requst ##111##.
Email Template
Hi, How do I add a tab, as in spacing, into a email template. Thanks, Steve
Assign Issues
Hi, Everytime I unassign an asset from a user the asset status changes however the user is still accosiated to the user? This is leading to confusion, please could you assist in ensuring that the user is removed from the asset shoud I change the status to 'In Stock' for example Kind Regards Neil
external MySQL Database server
Hello, i have some problems to set up an external MySQL database on a certain server. i've allready used the changeDBServer and succesfully tested the DB. The database "servicedesk" is succesfully created on the MYSQL DB (but without any tables.. just an empty DB). When now trying to start the server the error "Unable to start MySQL server on port 3306. Please free the port." occurs. How can i configure to use an external MySQL database. Another try was dumping the local mysql database und import
Link custom fields
Hi guys. We have custom request fields and what id like to know is if it was possible to implement something like this. We have a field for State and another field for branches. at the moment we have to select the state, and then select the branch the user is from. the branch field shows ALL branches from all states. Would it be possible to implement something so we can select State and then in the branch field only show the branches that are associated with that State?
DATE_FORMAT
I have the following query. I want to format the Acquisition Date to display in UK format without showing the time. For example, today would be 27/05/2009. SELECT resFields.UDF_CHAR2 'Asset Location',resource.ASSETTAG 'Asset Tag', resource.SERIALNO 'Serial Number',product.COMPONENTNAME 'Product',LONGTODATE(resource.ACQUISITIONDATE) 'Acquisition Date', resourcecost.cost 'Purchase Price' FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT
Multiple technician assignments for one request.
I've been looking at the demo product and I haven't seen a way to select multiple assignments for one request. An example of how we would like to use this product is by creating an System Access Request Form for our organization for when supervisors request our helpdesk to set up staff to different systems. For example a new hire needs to be setup on the Network/Active Directory, GroupWise Email, and Internet Access. Our IT department has several technicians that do specific Jobs. Our groupwise
High priority emails - High priority Requests?
Hi there, Is it possible to setup SDP to create the tickets as high priority when an email is sent from outlook, thats set to 'urgent' ? Christian
Migration Pack for SDP 7.0 Released
Hi Users, We are glad to announce the release of upgrade pack from SDP 6.x to 7.0 version. Thanks to all who helped us in identifying the issues in upgrade by participating the beta programme. We sincerely apologize for the delay in the migration pack and we will ensure not to repeat this. *Recommendation :* It is highly recommended that you install the migration pack in a test bed before you apply the same to the production environment. This is done mainly to avoid data loss and also you can schedule
expand subject fields in solutions
I am trying to post solutions in service desk When I search for solutions, the subject field is too short. For instance, I have the subject line, "Move your Outlook data file to another location" but the field shows as "Move your Outlook da" Is there a way to mouse over and see a caption, or expand the subject field? build 7504 Thanks.
SD Plus on Blackberry
Sorry if this has been asked before...is or will ServiceDesk Plus be supported running on a Blackberry? We have the Curve, 8830, and Storm in our enterprise. Currently we cannot get logged on, when it runs the j_securitycheck it bounces the user back out to the login screen saying invalid password. This would be very handy for our field technicians. Thx. Richard
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