Cannot customize requester part of the default request templ
Hi, I want to customize the requester part of the Default Request Template - more specifically I want to remove the Priority drop-down box, so that it is only available to technicians. But I am not able to When I go to "Admin -> Request Templates -> Default Request" I get to the Technician tab. Here I can move objects around, remove them, add other etc. But when I click the Requester tab, is says "In this view you can do only re-arrange the fields" - and that is exactly my problem. I can re-arrange
Failed migration to MSSQL
Version is 7.0.12. Installation was made on mysql. I've created backup, then executed changeDBServer.bat and changed engine to mssql. After that SD service was started and stopped. When I've tried to restore data from backup I have an error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ============================================QUERY = INSERT INTO task_input (INST ANCE_ID,SCHEDULE_ID,WORKFLOW_TEMPLATE_ID,SCHEDULE_TIME,EXECUTION_START_TIME,EXEC
Out of Office
Hi, Is there a way of automating an email response when someone raises a request and there is no support in the office? Occasionally I am away from the office and would like to let users know that their request might not be looked at for a few days. If there is please could you show me and if there isn't might there be a suitable workaround?? Thanks in Advance Regards Neil
custom field filter
I am working on some asset management and I need to do a filter based on a custom Asset field which is "location" we have made the field a pick list In other words I want to see a list of only the workstations with the "location" "central office" or wherever we are using service desk plus version 7.0.0 build 7018
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Known Issues in Version 7.5
Dear Users, Please find below the link which contains the known issues in 7.5 version modulewise. We are working to resolve these issues as soon as possible and will be updating the same in this document. http://www.manageengine.com/products/service-desk/known-issues.html Kindly look into the document before reporting an issue as the problem you are facing with the product may be listed below, we will also be adding this information in the product support tab shortly. Regards, Naren
mail this is not recorded in the history
hi, I have problems when I meet a request by mail this is not recorded in the history of talks. check the filters and no I get nothing out of the common
Alias problem
Hi, I have set up a SD+ server URL alias and created a DNS entry. Everything worked fine for approx. 3 days and then -all by sudden- when I want to acces the server using the "pretty-name alias", I get nothing but a blank screen. Any ideas what to check, please? Thanks.
Status does not change
OK, so what I have here...: - created one custom status, so now I have: unassigned, open, on hold & closed, resolved - unassigned is the best status for me from which ticket should start, so I have set it up as a default status of a new ticket I create (or someone else does) a new ticket, that is not assigned to anyone. As soon as this ticket is picked-up or assigned, my idea is, that the status changes to Open. But it does not. Also when the technician is assigned when the ticket is created, same
Error message in approve.jsp
The following JavaScript error message is generated when an approver navigates to the system to approve a request: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 2.0.50727; InfoPath.1; InfoPath.2; MS-RTC LM 8) Timestamp: Wed, 15 Apr 2009 21:56:26 UTC Message: 'descToId' is undefined Line: 1367 Char: 2 Code: 0 URI: http://servicedesk/approval/Approve.jsp?ITEMID=934&MODULE=Request&KEY=11239829128663&USERID=joe@user.com
Parts Inventory System
Looked around the forums and could not find something similar. Are there any plans to be able to use Service Desk as a tool to manage our parts inventory? It would be nice to have a place where we can show our working inventory of parts. In addition, it would be nice to be able to build rules against the inventory, say when a particular hard drive model gets down to 2 send an email out to reorder parts. If it integrated into the purchase system that would allow us to track repair costs for parts
worklog for requesters
hi all, we keep evaluating SD+ to use on our organization. everything looks really nice instead for another little problem. Is there any way to make possible for requesters to see the worklog of a particular request? I think great to keep track of whats been done on a request when u need to execute more than one task, and it eliminates the need to duplicate information on the solution field.. tx in advance. regards.
knowledgebase layout
Hi, Since we upgraded to 7.5 the layout of the knowledgebase has changed. Probably because it was meant to but I really dislike the layout of the new version. Is it possible to restore (revert) back to the older layout of the knowledgebase?
Scan Linux Workstation
Hi hi, is there anyway to scan workstations with Redhat Linux server OS from Service Desk Help desk software? I was trying to scan for the workstation with Linux OS however unable to scan. : Connection to RPC server in the workstation failed Appreciate anyone's assistance. Cheers Calvin
Status Red Flags
Can someone please explain to me what the 'red flags' indicate under the 'status' section? They seem to be on every incident reported on my system and I don't understand why the flags are there. Thanks!
Create Pre-Authorised Changes
It would be great to be able to create a pre-authorized change request from an incident. For example, a password reset is classed as a change request BUT a pre-authorized one. It would work like this: User wants password resset. Service Desk agent logs an incident / request of a type and closes it SDP creates a change request of Change Password and assigns it a type of Pre Authorized. SDP closes the change request based on the incident being closed. The incident is then associated to that change.
SD+ Access to Outside World
I already have SD+ setup and working for my IT group and it is great, so great in fact that my company wants to use it for a different group. We create software and we get support calls and emails etc but they are not tracked or managed. I think that SD+ can help them. My questions are, can SD+ be opened to the outside world (ie not on our LAN), and if it can we will need the techs to be pulled from AD but the clients outside the LAN will be logging requests and will obviously not be in AD. Is this
Fields within a Request change by themselves
We didn't change these fields - why did they change? Updated by Melissa Reeves on Mar 17, 2009 11:37 AM Request Updated by : Melissa Reeves Location changed from Montreal - DDC to -1 Division changed from DDC to -1 Downtime? changed from None to -1 Management Review changed from No to -1 SOX Review changed from No to -1 BPO Approved? changed from No to -1 IT Mgt Approved? changed from No to -1 User Acceptance? changed from No to -1 Migration Check Complete? changed from - to -1 Resolved by Melissa
requesters not being able to see their request histrory
Good Morning we have been having an issue with requesters not being able to see their full request histrory when logging into the Service desk. it would appear that those requests emailed to the servicedesk email account itself appear on the service desk for technicians to action, but if a requester wants to check the status of a request, they are unabble to see their complete history. this does n ot seem to be the case for requests logged via the service desk itself. do you have any idea how i can
New release
1. I want to see in a new release the extended work with STANDARD statuses: Expects consideration. Status is appropriated automatically registered, but yet not looked over service of support requests. Opened. Status is appropriated requests which the accountable is appointed for execution (specialist). Expects. Status of requests treatment of which is passed in external organizations or which clarifications of user are expected on. Gone round. Status is appropriated requests which reason of which
LDAP field 'company'
Hi there. I'd like to know, if it's possible to use the 'company' ldap field. In our group there are several companies which all use the same SDP as we have one IT-team for all. It would be great to sort and manage requests by the company name. Is that possible? Or maybe it's a kind of missunderstanding SDP so I would be glad to get hints on how to set it up correctly and automate as many worksteps as possible. Thanks and greetings. Ronni
Needing help with complex reports - tried everything I know
Hi all; I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try. I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests. We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows: Sev 1 - Critical failure
Needing help with complex reports - tried everything I know
Hi all; I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try. I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests. We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows: Sev 1 - Critical failure
Unable to setup a new techician to logon to Domain
Unable to setup a new techician to logon to Domain and not Local Authentication. I've tried using the user's username as the login ID and also using the email address, neither will allow me to set the Domain login for the new techician. The domain field just shows a ' - ' no other option?
Asset Scan basics for dummies?
Can someone please explain to me slowly how exactly the asset scan works within Advent Net Service Desk build 7056? i was under the impression that an asset scan is based on ADUC (active directory users and computers) but i'm seeing that this cannot be - as computers that are turned off during a scan do not get brought into the asset db. Any guidance would be most useful - i've just captured a large physical inventory and reconciling it to the Asset tab in the software is proving to be challenging....
Notify a manager when an unassigned request is updated
Senario A request comes in and is assigned to just a group (so the status is open, unassigned). The requestor sends an email to SDP (##ticket##) asking for a status update. Question How can I make it so the manager of the group is notified that the ticket has been updated with an email from the requestor? The manager already is notified when requests are added to his group but since the request is not technically assigned, the email notification of the update doesnt seem to so out to anyone. One
Quick Create doesnt fill in required fields
Quick create allows putting in a request without filling in required fields. Is there a way to turn off this feature or make it require requester to fill in required fields
Custom Template
I am looking into creating a custom Template that would allow users to request access to some of our systems through a check box type system. So when the user brought up that part of the request all they would need to do is check mark the portion they either need to add/remove access to. Is this a possibility?
Asset scan - deselected OU's keep coming back..
I have an issue with the domain scan function. A long time ago, i selected some OU's for scanning which i no longer want to include in the domain scan. I edit the domain entry, press 'save and scan' and deselect the OU's. I then run a scan. When the scan completes, i then edit the domain entry again, only to realize that the OU's i deselected before now has a checkmark in front of them again. How do i remove the OU's from the domain scan for good? Running v.7.5 build 7506. Br, David PS: You seriously
Can the user close the ticket?
Hi, Can the user close the ticket? If yes, how? Thanks Anderson
Advanced Query, unassigned request
Hi i need to know how can i retreive how long requests (grouped by category and subcategory) stays "unassigned" before being picked up by tecnicians. Please i will apreciate any kind of help because of i coudntn find this report in defalult ones Thx
Error deleting Technician
Can anyone help? I get the following error when trying to delete or modify a technician: FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,239,703,860,436.
Filters on Problem and Change Tabs
Hi, is there any way to (or plans to add) filters to the Problem and Change tabs in the same way that there are on Requests? So that a teams changes and problems can be viewed by a team manager without having to view all other teams issues at the same time? Cheers.
Email fetch problem
I am having an issue with mail fetching. (7.5.0 Build 7506) It was working fine up until about the last 2 hotfixes. In the SD log I see: Server started at : Mon Apr 13 17:56:50 EDT 2009. Current time is : Mon Apr 13 18:00:54 EDT 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. The SD server is on a Windows 2000 box, and the time is correct (according to the OS at least). The email server is another box on my LAN running Windows 2003, and the time
logging messages
In my system log, I see a lot of errors for Exception on scanning workstation : 192.168.100.233 (workstation id : 1515)Connection to RPC server in the workstation failed. Is there a spot where I can define which errors are logged? I'd like to skip these..
Ability to enter request time from request creation
We sometimes get calls for help that do not go through the SD+ system first. So we go and do whatever the requester asks for then add a SD+ request and close it immediately. Currently we have to go back in, and edit the request to set the times, how long the request took etc... Is there a way to on creation of a request set the request start time manually or update the request? So for example if I get a call at 9:30am on Monday I go and take care of the problem but do not get back to my desk to add
Mail fetching error
Receiving the following error. Product Name : AdventNet ManageEngine ServiceDesk Plus Build No. : 7011 System Error Notification -------------------------------------------------------------------------------- An error occured while processing email with subjectOfMail : Re: Req.ID:##14732## VPN Question messageid : <30096274.1215536146835.JavaMail.SYSTEM@10.xxx.xxx.xxx>. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process.
"Next Scan Schedule" Bug
This may be a problem with my setup rather than a general bug but every so often, the "Next Scan Schedule" settings are lost. Not a major problem as I just re-schedule but any ideas what might be causing this? Started occuring when I was running 7.0.0 (7022) but was hoping that upgrading to 7.5.0 (7506) would have fixed this. Graham
Critical : Error while invoking backup
Hi, I am constantly receiving the following error e-mail reporting that backup on a scheduled date and time failed. Is there a best practice how I can fix this? Newly installed 7505, 5 days ago Backup scheduled on a daily basis Please see bellow content of the error e-mail. THe troubleshooting tip did not help. Thanks! Message 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
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