report folders disappear off left Reports Folders menu
2 Report Folders I created appear just fine in the main list of All Reports. But they do NOT appear in the REPORT FOLDERS left side menu. All other folders do appear there. BUT when I edit a report within one of the 2 folders that don't appear at left, then SAVE REPORT it to one of those folders that do NOT appear, all folders including the missing 2 DO appear in the left REPORTS FOLDERS menu, and it highlights the report's folder at left as it should. If I then click to Reports' home, the 2 folders
adding notes to closed requests
Hi I've been getting used to this product for the last week. One of the things I have noticed is that a user can add a note to a closed request via the web interface. However when a technician is looking at the list of requests I cannot see anywhere that flags that the request has been updated? Am I missing something? Tim
letting all users (or groups of users) read certain requests
Is it possible to configure ServiceDeskPlus so that requests are viewable by more than just the submitting user? In our case, the QA deparment sends requests to update certain files to the sysadmins via SD (version 6.0.0). The entire department needs to know when this is complete, but as we're currently configured, only the QA engineer who requested the update is notified. Are we missing something? Thanks, Michael Croft Wayport, Inc.
Serious Security Flaw
Yesterday, one of my technical support analysts uncovered a serious security flaw in ServiceDesk Plus. He initiated a scan of a new workstation and configured the scan using the global credentials that are configured for scheduled scans. As expected the username and password fields were populated. At this point he decided to view the source code of the page and was able to read the password in plain text!! I see from the post of issues fixed in hotfix 7016 (see forums.adventnet.com/viewtopic.php?p=915661
Too much text in subject - can't access resolution
Good day, I found out in my SD+ 7 build 7015 that when a user send a request through e-mail without entering any information in the e-mail subject, the first line of the e-mail body gets added automatically in the subject line. When that happens, I can't access the resolution tab of the request, it just won't do anything. To fix it, i need to edit the request and remove some words off the request title to reduce the amount of text and save it, after that I can access the resolution tab without any
SD+ 7 crash and won't restart
Hello, First I�m sorry for my poor English. I have a problem since this morning, the service �ManageEngine ServiceDesk� stop and won�t restart. In the windows log we have an ID event 100 �There may be a configuration problem: please check the logs.� Wrapper.log � INFO | jvm 4 | 2008/06/02 17:43:43 | Server Started. INFO | jvm 4 | 2008/06/02 17:43:43 | Please connect your client at localhost:8080 INFO | jvm 4 | 2008/06/02 17:44:11 | # INFO | jvm 4 | 2008/06/02 17:44:11 | # An unexpected error has
Scanning workstations timeout
Dear friends i have some problem when im scanning computer SDP not scanning. ithink about scaning timeout can i change defaut scanning timeout value ? best regards Emre MERAL
Restoring Data to a Different Server - Losing Formatting
Hi, I want to migrate my data to a different server and decomission the old one, and I'm attempting to create a backup file, and restore it to the other server using the backupdata and restoredata scripts in the bin folder (windows), and when I restore the data to the new server, it would seem that anywhere there are \'s they double up, and I lose my carriage returns from the request notes and various other formatting issues. Is there something I'm missing here that would be causing this?
New column in Request view
Hi everybody, We are using SD+ more and more, but what i really mis, is a quick overview on the Requests list, so we can see if a request is linked to a Problem or Change. Does anybody have an idea how to include this. Or is there someone else who misses this too. i know that you can open a request and click on the Button Problem or Change and find the related items. But this is too complex if you want to see this very quickly. Please let me know what your finding are?
Flag requests waiting approval
Is there any way to flag requests Submitted for but waiting approval ? If not does anyone think its a good feature to request ? Phil.W
Hotfix 7016 release date
Hi. Could we have a rough idea of when this hotfix will be released as I am considering whether it is worth applying the 7015 one or whether i should hang on for 7016. Thanks.
Purchase limitations
I was in a demo today running the PO element of ServiceDesk past our purchasing manager to see if it would meet her requirements. The module strikes me as a little bare-bones and certainly lacking in some areas, and rather an odd module for an IT Helpdesk product. Anyway, she registered the following limitations: *Requestors cannot raise POs which means additional technician licenses, which is quite an expense for departmental managers or the like to click Add a few times. *No ability to enforce
Issue with email attachment: winmail.dat
Hi, i'm running SD+ 7.0.0 Build 7010 & i would like to solve an issue we've from the begin: opening a request trough email, if there is an attachment (like pdf, doc, bmp), in request is attached like winmail.dat. Any idea? Email client is Outlook 2003 via Exchange 2000. thanks Cesar
i want to add a new column to workorder table
this is the query i have for a progress report for a section of IT SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',wo.TITLE 'Subject',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status',wo.CREATEDTIME 'Created Time',wo.DUEBYTIME 'Dueby Time' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates
Duplicating reports
Is there a way to simply duplicate a report? I liked one of the stock reports and wanted to have one for each member of my staff, when I changed it and saved it as something else, it just renamed the report I started with. So in essence, I lost the original report. I would like to see a way that we can duplicate reports.
ServiceDesk with Opera 9.2 and 9.5
Hello, I'm a fan of the opera browser in the workplace and I wouldn't want to have to change. Problem being when I go into a work order and click on reply, in the description where there should be the original email all I get it code. Deleting all the code and entering what I want to send, but unless I code it, no formatting is sent with it. I tried this with the stable current version of opera, and the new 9.5 beta. Anyone else here use opera? There's also several other formatting issues near the
Ability to Add Requester Email Address Column in Requests pa
I am looking to add one additional column "Email address of requester" on the main requests page but cannot see how to add that. We have hundreds of machines and lots of our tickets are generated from cron, root emails so we need the email address of requester (from sender's address) to be shown on main requests page to easily manage/sort the requests from particular machine. Can this be done, If not can you add this as feature request with ETA? Any replies and attention to this appreciated. Thanks
SQL Report - Matching Workstation to its software.
Hello, For a little while I have been trying to create a custom query report that will give me a list of each workstation and the software that is loaded on it but so far I have not had any luck. Can someone help me out with this? Thank You Matthew
Acounts in servivedesk Plus
The ability to create accounts and merge contacts and contracts like in Support center.
public or private domains
Would it be possible to have servicedesk default to adding domain names as private domains instead of public?? This is a time consuming task to have to go throught the list of domains regularly and update the private/public flag so they all don't appear on the logon screen. I currently have over 110 domains that SDP has "found" and I only need one of them to appear on the logon screen. Also the sorting of the public and private in the windows domain scan list is faulty.
Email Requests - linking to Requesters in Service Desk
Is it possible to have email requests automatically linked/created againsts requesters which have been setup in Service Desk using the email address?
ASSET PROBLEM
Hi People i am trying to sort out my assets..... i have done the network scan that all fine the problem is that all the items have been labeled as work stations except a couple of printers it has seen the access points, routers, switches and scanning guns but i am unable to put them under the correct IT ASSET for router/swicth and things like that i dont know if i am being blind but i cannot see a change resource/product i could add a different grou for all these things but why cannot i not move
Total time spent query report
We have a report that shows the time spent by technicians in worklogs on requests that works perfectly but I would like it to show the total time spent in ServiceDesk Plus by including worklogs for Problems and Changes too. Is this possible? The query we have is: SELECT rctd.FIRST_NAME 'Technician',pd.PRIORITYNAME 'Priority',rc.MM2COMPLETEREQUEST 'Time Spent',rc.DATETIME 'Cost entry date' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges
Subscribing to a request or notififying users
Is it possible to notify users of updates on a request. Not the requester or Technician, but a given user from another department? Say for instance, I want to create a request, and want a given employee from another department getting notified of updates on the request (also upon creation), is it possible and how do I do that? I hope it makes sense. Best regards, Allan
Unable to scan Vista computers unless I disable the firewall
I can only scan Vista computers if I disable the firewall. I searched the forums but couldn't find a solution that pertained to me. Suggestions? For the older versions of ServiceDesk and Windows XP there was a firewall exception that had to be created and that worked great for XP. It doesn't work for Vista though. Is there something similar?
How to delete custom field?
We added a custom field to Workstations called "Asset Tag". Your new system now supports a standard field for this and we would like to delete our custom field. Is there a way to remove this field (and its contents)? Thanks Jerry
Associate Scanned Software With Purchased Software
***My question is, is there a way to associate the scanned software with the purchased software, as well as the original PO*** In regards to purchased software versus managed Scanned Software... In the process of managing software, you create the PO and the PO asks for the software "Product Name" You enter the name of the software and then finish the PO, when it comes time you then receive the software into inventory, assign the software to the workstation, load the software onto the computer and
Sorting a report
I have created a report to list all of my active contracts and group by the contract status. The trouble is I would like to sort on the contract TO Date and retaing the format of the report. I ran a report query which did the extraction and sorting but lost all of the nice formatting from the original report. Any thoughts how I can merge the two methods to get the correct data, format and sory order. TIA Damian
Call for the Support
Hi I have been waiting for the call from the support but so far no call has come.I have been confirmed by the support engineer tht he will call me in 5 minutes.Can u pls call on +971-50-5500831.We are at the client place and it is bit urgent.\ thanks & Regards, Jignasu
ServiceDesk with Opera 9.2 and 9.5
Hello, I'm a fan of the opera browser in the workplace and I wouldn't want to have to change. Problem being when I go into a work order and click on reply, in the description where there should be the original email all I get it code. Deleting all the code and entering what I want to send, but unless I code it, no formatting is sent with it. I tried this with the stable current version of opera, and the new 9.5 beta. Anyone else here use opera? There's also several other formatting issues near the
Windows domain scan by Vlan, instead of the entire domain.
It would be nice to have the window domain scan just for selected vlans. Since servers wont be monitored using service desk plus and the desktops are on a different vlan.
Software Whitelist
Hello everyone I was just wondering if SD+ have the ability to make a white list for softwares. Installed of having to blacklist everything by hand. Also while i am at it I was just wondering how everyone manage there workstation software via servicedesk? Currently i have been to manually look through the software section of servicedesk to make sure no weird softwares are install on our computers on a weekly basis. And it is sorta tedious to go through so many different softwares.
Inconsistent change detected in date settings.
I'm running an evaluation of Service Desk Plus and OpManager. We do a lot of virtualization and I installed SDP in a VM (domU on xen for those that know what it is). This is part of our disaster recovery as well. We sync the servers to a backup site and we can bring up servers if/when needed. Anyway, I moved my virtual server running SDP to another host, similar to what could happen in a disaster. When I try to run SDP (and OpManager) I get this error: ERROR CODE : 527 Inconsistent change detected
How to set a group to modify Due Date
Hi, I Need to set privileges for a specific group of technicians so they can modify the Due Date, however, only SDAdmin Role can do this. Adding a new role doesn't work, neither editing an existing one. Is there another way to do this? Tks!!
Automatically rename subject
Is there an easy way to automatically strip out certain words from a subject? For instance we have a lot of subjects with Re: FW: Release-Authorised: (firewall release phrase) FAO: Helpdesk etc and I just want to be able to remove this so everything is easier to read. Cheers
tasks
Are then any current plans to develop tasks within SD+ We sometimes create tasks, either as seperate instances or linked to requests. Just wondering if and when any improvements might be made to this feature (eg adding extra fields, adding more statuses etc)
Changing the IP address of the SD+ server
We have been live with SD+ since April. We are now looking at moving the server that is running SD+ to a different IP address. We are running SD+ using an SQL DB backend. Is there anything that needs to be done in advance to make this move go well? Any settings in the Admin area that need to be addressed? Any batch files in the bin directory on the server that need to be run to make this happen? Thanks, Anton
Reply to messages via web portal
An user wishes to reply to messages or add comments to a request via the Self-Service Portal in addition to replying to an e-mail. This is so that they can reply when they have deleted the relevant e-mails. They cannot seem to do so at present. If there is a way of doing this please let me know otherwise please consider adding it to your roadmap of future enhancements.
Release Management Module
Hi, We are in desperate need of a release management module. it should integrate with Change Management on a 1 Release to Many Changes process. The workflow of the Change process is pretty close to what would be needed. This is mostly geared around production support and sysdev, where we bundle our changes together into one major release (where possible). thanks for considering.
Reoccuring Tasks - NOT PM Tasks
Please add the ability for regular Tasks to be re-occurring in Service Desk Plus. You've added it for Preventative Maintenance tasks, but not all tasks are directed at servers in IT. General tasks like "Update spreadsheets" or "run reports" are standard tasks that could re-occur multiple times. I don't see too much of an issue getting this feature added based on the fact that you can use alot of the same code you did for PM tasks, and add it to the regular tasks just pointing to the correct table
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