Assigning roles
I can't seem to assign a role to requesters, is this correct?
Serious Problem With SD+ 7017
For some reason our SD+ install has screwed up completely since Friday. It was noticed over the weekend and I have so far spent 5 hours trying to fix it. Basically, we cannot browse requests or any tools that list request information, i.e. reports, the global view etc. When we try the web page seems to hang on loading and simply claims it is waiting. Once this happens, the rest of the service desk is also inaccessible and the only way to get it back to accessible is to restart the service but it
SSL Mail configuration
Hi, How can I configure mail settings for SSL mail servers, this is mandatory for my enterprise organization. Is this issue implemented yet? Thanks
Manual Surveys not working correctly. BUG?
I have set up a survey and have tried to manually send a survey to a requestor through the actions menu. I have set the "Send Survey every time" to "0 requests are closed." as i do not want the surveys sent automatically, but only when I manually send one from the actions tab. When I send the survey, it uses the IP address of the server in the survey link. In addition, the email content is not correct. Here is the what the content should be: Dear $RequesterName, Please help us improve our service
Time Spent Reports
Time reports seem to be inconsistent. If there is more than 1 entry, only the last entry is calculated according to the functions chosen. Is there a fix for SD that will calculate ALL of the time spent on a call regardless of the number of entries? Thanks. Jonathan Service Desk Version : 7.0.0 Build Number : 7012
Request Template bug?
When using a Request template that has the Group field populated, the Technician field is not constrained by the value in the Group field -- I can select any technician, where one would expect to be able to select only those technicians that are members of the group. Is this a bug or a feature?
Excluding assets from a scan/Handwritten values
Hello, I'm using Service Desk Plus 7.0.0 Build 7011 in a large mixt Windows/HP-UX/Linux Network. I'm using SDP mostly for Windows, but I would like to * add by hand some assets that cannot be auto-discovered (scanned); * change the content of the fields of some assets that are auto-discovered. My problem is the following: when I have made a manual modification to the content of a field, and that I launch a scan again, does it overwrite my hand modifications? 1/ Is it possible to choose, asset by
more mail server settings needed?
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
Request Form Customization
We wanted to have two request templates. We wanted the first to be the typical request form, and the second to contain the additional fields. I see that you can use the form customizer to per-fill fields and make a custom request form that way but we didn't want all the fields to be visible on the second request form. If we can't do that we considered attaching a file to the template so that the requestor could open the attached file and fill out the attached form in lu of having extra fileds. I
Generating complex custom reports?
I'm trying to figure out how to generate a report that shows me which workstations do not have a particular piece of managed software installed on them (in the first case, our antivirus software). We have several pieces of software that should be installed organization wide, and I want to use reporting through ServiceDesk to audit it and ensure that they have the same versions installed and nobody is missing the software. Right now, I've tried to do so through the custom report interface and it appears
Urgent Problem: Cannot open requests - View is blank
We have suddenly developed a random glitch which we cannot debug - randomly a technician will try and open a request and it will just show us a blank screen but if we go back to the request list view we can see all of them and the hover to display the description works fine as well - but select that request and you get a blank screen. If we select the template dropdown and select a template, we can open the ticket in edit mode but when we then try and view it - it is blank again. Also, all of the
add category to software assets
how can i add categories in software assets???
AdventNet - New Request - Description Field
One of our users has problems entering text within the description field when raising a brand new service desk ticket. All the required drop down fields have been completed and she can write text in the description field. If she deletes this text she is then unable to bring the cursor back up to re-write and so has to start all over. This is the only case we have heard of so far, but that isn't to say others to have the problem. Any thoughts? Thanks Richard
delete a pending approval
is there anyway where in i can delete the pending approval for a request? like i have request that i sent for approval using the submit for approval within the helpdesk. but by mistake i sent for approval to the same approver twice, how can i delete that pending approval fromt he request if the approver has approved one of them ???
Integrate ServiceDesk with Sharepoint Portal Server
I want to integrate Service Desk pages and features with our existing Microsoft SharePoint Portal Server 2007. I want to put all the pages and flow of ServiceDesk into our Portal Server. Kindly let me know how it can be achieved. I don't want to have a link for this site in our Sharepoint.
E-mail Problem
When a new request is logged in the service desk all technicians receive an e-mail alert which use to be from IT Support, now it says it is from IT Service Desk Admin. We have changed the name in the Helpdesk - Mail Server Settings to IT Support but still it says IT service Desk Admin. Any ideas how to change it back?? It happened after we upgraded to the latest service desk.
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
Change FQDN
I want to change the FQDN that SD+ will respond to so that we don't have to use the actuall name of our server. We want to have a https (443) connection for this. I understand how to change the port, but it uses the server name. Is there a procedure to make this happen with SD+? Thanks! Mike
Emails don't work after upgrading to laterst build #7020
Hello, After upgrading to the latest build #7020, emailing stopped functioning in the system. When users open support requests, I do not receive notifications, also I am unable to reply from ServiceDesk. I get error message: Sending notification failed. The log error is: Exception while trying to send notification for Request ID : 209 Mail sending failed. Win Server Standard 2003 SP2, x64, latest Java build. Nothing changed on the email server side. I am including the support file for debug.
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
Minor Bug: admin vendor overview
If you want to change the namber of viewed vendors per Page the last entry is wrong. (s. att) rgds
Asset History
Is there a way to track the history of an asset? If an asset moves from user to user in my organization, is there a way I can see the history of who it has been previously assigned to? I'm on SD+ 6014 (although we're considering an upgrade soon...) Thanks, Christian
Source IP address
I am using the free version of SD+. When a request is submitted, how do I get the IP address of the PC where the request was sent also recorded?
Using Business rules to route email to use specific template
SDP 7 Is there a way to associate request templates when using business rules that are set for email routing on subject (for instance)? It is easy to setup the rule to assign to group / category, however if using a template that includes templated Tasks, using the business rule method does not get the same automatic assignment.
How to Configure Global View ?
If logged on as Technician, then in the GLOBAL VIEW, it is showing CHANGE BY TYPE. I want to see the Requests in Global View and not the Changes.
7020 Hotfix Released
Dear Users, Please check the below announcement link for the 7020 hotfix release. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003329225 Please do get in touch with support@servicedeskplus.com for any clarifications. Thanks & Regards, Srikrishnan ServiceDeskPlus
multiple sites and multiple email address problem
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
How o send Pm?
Hi, how I can send PM?
Mysql compatibility problem
Hi All, Im trying to install ServiceDesk Plus to evaluate it but unfortunately i couldn't. I think the problem is that i have mysql 5 installed on red hat 5 enterprise edition and it's not compatible with ServiceDesk Plus NOTE:i tried to install ServiceDesk on another server where the version of mysql is 4.1 and i succeded. How can i install Service Desk Plus with mysql 5 as database?? Can anyone help me?? :roll:
more mail server settings needed?
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
Custom Request View
Hi I would like to create a custom view that shows all jobs i have added time to. These may be jobs that are assigned to other technicians. My name only appears under the time elapsed section when i add a work log. Is it possible to create this view. The only other way is to run a report and this is not ideal. Ta
Assets overview bug
Hi, when I click on home I get an overview like this: IT Assets Workstations 1000 Printers 50 Routers 8 Switches 2 Others 0 Others TFT Monitor 216 Device 498 Others 179 Accessories 96 PC Hardware 100 When I now click on "Others / Others 179", sdplus doesn't show any entries for this category. Same problem for all but Workstations... If I for example go to TFT Monitors the list is empty and ---all products--- is selected. If using the left assets navigation and going to TFT Monitors it works fine
Custom Reports - Help!
Hi, Can anyone give me the SQL code for generating the following reports: - Total number of requests raised for previous month - Total number of requests closed for previous month - Request turnaround times (e.g. number of requests resolved same day, next day, 2 days, etc) I have tried manipulating the provided reports with varying degrees of success. Thanks in advance.
servicedesk Webserver crashes/exits
Hi, We were running servicedesk 7.0.0 Build 7011, and experienced that the webserver just stopped responding running on windows standard server 2003 dual xeon with 3gb ram(java version 6 update 6). When the webserver stops, i manually have to kill the mysql process, before i can restart servicedesk. first 2-3 restart run for 1-3 minutes then the same occurs again. I downloaded AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_15_0.ppm and upgraded the servidesk to build 7015 using the guide manageengine.adventnet.com/products/service-desk/service-packs.html#sp
Automated Close Process
After installing build 7017, we got caught out by the automated close bug and had to disable the feature. I have now upgraded to 7019 and was expecting any requests resolved more that 7 days ago to be automatically, which doesn't seem to be the case. Does automated close have to be enabled when the request is created for it to work or should existing requests now be closing automatically? AdamB
reports and weird sorting of resource names
hi running version 7018 and i created a custom report to show all resource names starting with the number 5. the resource names are identical to the 4 digit asset numbers on my physical asset names, and all of them start with 5 when i run the report the first 400 or so resource names are listed in numerical order 5000, 5001, 5002 ... 5400 but at some stage the resource names just seem to appear in a random fashion. the last 6 items read as 5527, 5532,5536,5535,5546,5544 is there any way to force
Configure Business Object to connect to Service Desk
I have created ODBC connection, but need assistance to configure Business Object to connect to Service Desk.
Errors whilst scanning assets
When performing scans on workstations in our domain I'm receiving the following error: FAILURE :Database exception while updating Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,221,463,682,064. Not sure why I'm getting this as there are no duplicates but what I do see is that some of our IP addresses on certain machines have changed and the scan I'm performing are scans directly on a particluar machine. I assume then that we cannot
Admin/Users/Technicians: e-mail address changes/is wrong?
I have the following problem: under Admin/Users/Technicians, the e-mail address changes suddenly without any changes done to the system (well, as far as I know at least). For example: correct address is tekki@company.ch and it changes to tekki@intra.company then I don't get e-mail notifications anymore. Our admins say they did not do any changes to the system - any idea what the solution could be? Thanks!
Couple of problems - Exchange 2003 related
Service Desk 7.0.0 Build 7015 Windows 2003 server standard edition. We're getting service desk running very slowly, I think since upgrading to version 7 a while back. I remember when searching the forums back then it seemed to be related to the communication with our Exchange 2003 server. Someone suggested turning off all the notifications to test, and that did solve the issue. However I turned the notifications back on as we need them and was wondering whether this issue has been fixed yet? I'm
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