Default settings overriden in Request Type + Impact fields
Default settings for most request fields are applied successfully to a call triggered by an email request. Unfortunately this is not the case for the Request Type, or Impact fields. These fields are always set as blank if a call is generated this way. The fields are correctly populated with the defaults when a call is raised 'manually' from within the Service Desk. If these fields are also set to mandatory, any attempt to close the call will be met with an error, and the call status reset to open,
Mail Fetching not working from public folder using IMAP
Hello Can someone help? Does any one have mail fetching working from public folders in exchange 2003 using IMAP? We have it setup and everything seems to be working and can see emails reach the public folder but they don't get removed and turned into requests? Any ideas? :oops:
Enable "Pass-through" Authentication Issue can't f
Hello All I am currently test Service Desk Plus however they is one issue that is stopping us on the final purchase but is very important. The problem is we get a "White Blank Screen" when ever we turn on the option Enable "Pass-through" Authentication in the AD section. I have seen many other people with this issue on the forums but none of the so called fixes work for us or they say can you contact us, etc and thats the end of the thread We have a mix of users accessing the system from Windows
Problem in assigning assets
We are using SD + Version 7 Build 7011. We have same department at multiple location (site), when we try to choose the department while assigning the asset to a user or department it doesn�t show the exact location of the department (as shown in the screen shot) we cannot distinguish between the number of finance departments which finance belongs to which location
Audit Scanning
I'm scanning a few PC's at a remote location (using VPN) and I get the error 'FAILURE :Connection to RPC server in the workstation failed.' Still receive the error after making the changes in DCOM, firewall, Security policy and simple file sharing. I need to get this fixed asap, any help/ideas appreciated :)
Reports - bar graph missing low values
When creating bar graphs using the reporting facility in SD+7 build 7011 there are big gaps if some of the bars have values of 1 or 2. They seem to be being missed off because they are too small for the Y-axis to display. Are there any plans to allow us to modify the Y-axis values or is it possible to show at least a small bar for these small values? Also, when generating reports the keys with lines that join to the pie charts are sometimes half-covered by the tables containing the actual data that
MYSQL to MSSQL Migration Failure
I've attempted to migrate from MYSQL to MSSQL but i've hit a bit of a road block i'm hoping you can assist with. I've followed the instructions as outlined in the servicedesk forums: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= I've successfully backed up the database without error, converted to MSSQL, start/stop SD+ and now i'm running the restore of data, at which point i get stuck at the following... "Unable to restore database : Invalid object name 'accolumnconfiguration'."
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Active Directory scan imports deactivated accounts
we change our staff quite often, so I have lots of deactivated user accounts before deleting them. I have a scheduled import of my Active Directory in ServiceDesk. With this import, deactivated users are also imported in SD but I have no way to identify them. So I have twice as much users in SD as a I have in my Active Directory. Is there a way to exclude deactivated accounts from being imported in SD? Juergen
Wierd issue after domain scan, techs login names change???
As can be seen in the attached doco/screen shot, I have clients on 2 domains, now when i scan 1 of these domains the 2 techs that are on that domain come up with changed Login names, as can be seen with David Abbott, Prior to scan login was: dabbott, now is adc_nnhgbvajnu>>>>> What can cause this? It doesn't happen when I scan the other domain?? We are hoping to use SD+ in a further 7 domains and I do not want to have to recreate technicians everytime I scan a domain!! HELP Kind regards
Network Scan
Hello. I have problems with network scanning when scan by the IP range ("No response received from workstation." or "Either access denied for the user or the remote DCOM option ..." ). But I can successfuly scan workstation IP's by one. All workstations are in domain, but I cant use domain scanning due to security policy. Any thoughts?
Problem with german umlaut in mailattachments
Hi, I have many requests with attached eMails. With the german version of SDP we have the Pproblem, that with the first opening of an eMail-attachment, the german umlaut is displayed correctly. However, when I reopen the mail-attachment, all german umlaut are corrupted (see attached screenshots) I use IE 6.0 with Windows XP prof SP2 It works again after closing IE and reopening IE again. It is really annoying. Can anyone help? Juergen
Registry Settings Configuration not executing
I have a Configuration in the Category of Registry Settings, which appears to be stuck in the Status of "Ready To Execute". The User has powered up and logged into the unit with no apparent modifications taken place to the Registry. Can anyone explain why this is happening. See attached below. Thanks in advance for any and all assistance with this issue. 8)
Videocard scan
Why after scan workstations i have not any information about videocard model and type chipset? This info is needful in everyday works.
servicedesk wont shutdown
hi, as root i run: sh shutdown -S server outputs the below and continues to run. is there a suggested way to best stop the server other than reboot? thank you for your help S root@192.168.78.78:~/AdventNet/ME/ServiceDesk/bin# sh shutdown.sh -S Exception in thread "main" javax.naming.CommunicationException [Root exception i s java.rmi.ConnectException: Connection refused to host: 71.202.125.221; nested exception is: java.net.ConnectException: Connection refused] at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:649)
ServiceDesk Plus IP Binding on Linux?
Hello - is it possible to change IP adress binding for ServiceDesk Plus 7 on Linux I found ability to change port but not the IP. I want to run ServiceDesk on regular web port 80/443. I have 4 IPs on server. Thanks for help!
Error trying to delete an item from the Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Unable to open Notification Rules
Hi When I click the icon to open 'Notification Rules' either from Admin home page or configuration wizard it takes me nowhere, it looks like it is doing something then displays nothing; not even an error message. I have rebooted server and tried to put the http address in manually but no joy. help!
Business rule creation error
I get the following error when creating a business rule, can anyone shed any light, all parameters seem correct?? FAILURE :Error while adding the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,206,569,002,185.
Replying to an SMS Notification
We have ServiceDesk setup to send SMS notifications to our technicians when a request is assigned to them. We have our Blackberry email addresses specided in the 'SMS Mail ID' field. However, when trying to reply to the SMS, ServiceDesk creates a new ticket, rather than threading the reply into the previously opened request. For example, if Request ID #1 gets assigned to me, I get an SMS notification sent to my Blackberry device. Then, if I'm out in the field, I reply to the SMS notification to say
SD Plus 6: Technician list tied with default grp in template
On request save, SD 6 always defaults to group in the template upon save even when we change it before saving. In SD Plus 6, we have setup a form template with default group selected. The group includes some technician. Now create a new request using that form and select a technician not in the group by setting group as "no, just a technician" and select from list of technician. After saving the request, notice that group is defaulted to the template form. Also, when you edit this request, the technician
Pop-up notification client
A pop up notifier for technicians when a new ticket is added to their queue - kind of like Outlook can do, when a new email arrives. Or maybe send an IM, instead?
Associate Tasks to Change ID# or Request ID#
Currently, task notices are e-mailed to assignees, but the number associated with the task doesn't relate to the Request or Change ticket number. This makes it extremely difficult for assignees to add resolutions to Requests or update Change tickets. Tasks should be lettered (A, B, C...) & associated with their Request (or Change) tickets in notices. Technicians would then receive "Task 9823G has been assigned to your queue." and know which task to execute and which ticket to update afterward.
'sdp.inventory.workstations.listview.ws --WHY?
WHY is this in reporting what use is it. I would like Workstation Name field back :twisted:
Auto discover other devices (printers/switches etc.)
I would love ServiceDesk to be able to scan (possibly by IP) and discover / identify any item that responds. Being able to auto generate a full asset list of my whole estate instead of having to manually set up assets. Then maybe an ability to attempt to open up a web page on that address. WOW what a godsend that would be. Nearly all these devices have an onboard management of some form. HOW GOOD WOULD THAT BE????????
Configurable "Jump To" option
It would be nice to be able to configure this option in SD+... Additionally, it would be nice to have the ability to add any number of web URLs here. I use a number of web tools to manage my infrastructure as well as my customers, and I beleive this would be a good enhancement.
Creating custom reports
I am creating a custom report but I don't see a option to select "discussion notes" and "request history" Any help would be useful thank you
SMS Notification and configuration
I want to configure the SMS notification. I know that you select the function under the Admin - Notification tabs. Is there a place to configure SMS functions like the email setup. Thanks Jacobus
SDPlus 6 to 7 upgrade problems
I'm experiencing problems while upgrading to version 7 with importing assets and work stations, they are not showing up correctly in the new version and it throws an error when trying to delete all workstations to re-import the saved information with the Error Code - 1,206,025,836,390. Also is there a way to eliminate workstations that are pulled from AD that aren't active any longer?
Spell checked words are sent in red iand underlined
SDP 7010 on MSSQL Words tagged by the spell checker are being sent formatted in the email. For example: if you don't act upon a tagged word it gets sent in red and underlined. Thanks, Luis
Retrieve a deleted call
A call has been deleted fromServiceDesk Plus, is there a way to retrieve it?
SDP automatically creates users, when spam comes.
Hello, When spam messages come to SDP incoming mailbox system automatocally generates new requester. How to prohibit SDP automatical user creation?
Images in solutions
What are the "rules" regarding embedding images in solutions? From time to time I see an article or an email that would be useful to add to solutions. I select all, copy and paste into a new solution, no images. Send the same information in an email to SD+, creating a request, select all, copy and then create a resolution that is also a solution, paste and it works fine. Also I am finding that more and more I need to format a solution externally to SD+ i.e. in WordPad, as the formatting inside SD+
More Info on Self-Support page
Hi all, we use ServiceDesk in our company and have a rather bad intranet-homepage. My idea now was to use the ServiceDesk as homepage for our new intranet. However we have to place more info on the startpage. Is there any possibiliy to add links or other text to the ServiceDesk-homepage for the users? greets Juergen
Resolution and Close procedure
In our current helpdesk software, our closing procedure is as follows: 1. When technician has resolved the ticket, he goes in and places the ticket as resolved. An email is generated to the technician and the IT manager. 2. When the IT manager has time he goes in and looks at the resolution and then he closes the ticket. An email is generated to requester, technician, and IT manager. I do not see a way to do this with sdp. What am I missing? The most important part is a way to segregate resolved
the change and problem link on the request screen
when i click on the problem and change link on the request screen, it does not take me to the approprate screen. infact when i click nothing happens at all, sometimes in the status bar it shows something like javascript:void(0). no error msges, nothing at all. i am experiencing it after i upgraded the build to 7011. any solutions to it???? thanks guys!
Error on editing reports with Russian language
SD+ 7011, language Russian When we edit any report on subpage "Filter" IE say error at URL: http://srv00dc2:8080/CustomReportHandler.do String 471 (look attached code and this string, really error) When I switch language to English - all OK.
New SDP licensing
I first started using SDP back at v5. I used the free version for a while to test it. It worked well and was decently priced. I am a small business so the pricing was right. Even though I didn't need to at the beginning, I purchased the product. I then utilised the product further and further. Last year I paid $495 for a two user license. My license expires in about 35 days. I have been told to renew the license I have to pay $1,195. This is an insulting increase in price. SDP is great but I still
Active Directory Updates to and from Service Desk
We would like to have the ability to edit requestor information form the help desk and have it update active directory as well. We would also like to be able to search ad changes more then once a day.
ServiceDesk VS Remedy - Opinions?
My company currently uses Remedy for call tracking and asset management. Unfortunately, we don't have the staff to manage this beast, and the performance is garbage. On top of that, entering a ticket or an asset takes an eternity. I'm looking at ServiceDesk because it appears to offer everything we need, has a great interface and doesn't require any special training to make changes. Has anyone made the switch from Remedy to ServiceDesk? Even if you haven't, I'd be interested to hear opinions on how
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