Custom Filter View Options? Permissions? Eeeeeeeeeeep!
Can you post a screenshot of the view criteria so that i can understand it better?Meanwhile, you can try creating view with the criteria "Request Status is NOT on-hold". Additionally, i would like to know if the technicians have access to view all requests or only those in the group.rgdsAK
Notification fields
The upgrade pack to version 7 has been released which helps you with this feature.rgdsAK
Removing Additional Fields
I have just applied the Upgrade to 7.0 on a text version of our helpdesk and all appears to be working perfectly. There is however, one small thing with the Assets I'd like to try to solve. Before we used to have Additional Fields on Assets and Workstations. However, with the new features added in 7.0 these fields are no longer needed, but it doesn't seem possible to remove them. How can I clean this up?
Query Report
Use this query :select au.FIRST_NAME 'User', res.RESOURCENAME 'WorkStation', ni.IPADDRESS 'IpAddress', dd.DEPTNAME 'Department', ao.NAME 'Site' from SdUser sdu left join AaaUser au on sdu.USERID=au.USER_ID left join ResourceOwner ro on sdu.USERID=ro.USERID left join Resources res on ro.RESOURCEID=res.RESOURCEID left join SystemInfo si on res.RESOURCEID=si.WORKSTATIONID left join NetworkInfo ni on si.WORKSTATIONID=ni.WORKSTATIONID left join UserDepartment ud on sdu.USERID=ud.USERID left join DepartmentDefinition
User reply to incident emails generate new ticket
Did you check the reply-to address? Is it set to the email address from where you fetch emails? Does the subject of the email contain the ##Request ID## tag?RgdsAK
Error Code - 1,199,887,410,142.
The update is scheduled for release in 6-8 weeks time. BTW, can you join a web session to check out these issues.RgdsAK
Change Approval Problems
Can we setup a web session to analyze these issues? BTW, these issues were addressed in version 7009 and we were not able to recreate these issues in our test setup.rgdsAK
Workstations list and resource tag
Is there any way to have the "resource tag" listed without drilling into a workstation? The resource tag is my asset # of the device and be great to sort by resource tag and see them without drilling into a workstation.
Roadmap - Future Plans/releases
Not to let you rest now that the migration for V6 users is released - what is the roadmap for V7 now please? We have the requests section on this forum and the roadmap area for votes to be collected, but nothing as yet to indicate what is being worked on and speculative releases things will be found in. Will there be any feedback on the requests in the Roadmap area as to viability, likely release inclusion etc. You should know by now we are never satisfied, even if it were perfect there would be
adding work log should default to logged on technician
When adding a work log entry, the technician pulldown should default to the technician logged in and typing, not the technician the ticket is assigned to. The frequency that someone is recording work on behalf of the assigned technician is very, very, very low as compared to other members of the team recording their own work contributions. Build 7005 .
Moving from Pro to Enterprise
What's the method for moving from one version to the other? Can the later simply be installed over the top of an existing configuration, or does it require a fresh install and data restore from backup?
Catgeory levels in reports
Weve reently implemednted SDP and I'm refining call categories and sub-catgeories. When running reports, I only appear to be specific to the first sub-catgeory level (i.e catgeory = application, sub-category = accounts). We have in a couple of instances become more granular and have a furtther sub-category of Db lock (under accounst sub-category). But I cant see this when I use the search filer. Can you only go down 2 levels on categories when report filerting (i.e catgeory and sub-category) ?
SD7+ multiple service desk databases on one mssql server
Hi Guys, We are turning up three instances of service desk. They all share the same database server. Is there a procedure to rename the database. Any help you can give me would be greatly appreciated. thanks, -tb
Stop Timer disappears
Quite simply if you use Stop Timer and then later Start Timer, the Timer options disappear from your action menu. This is under build 7009.
SSL with Microsoft CA
I belive I am at an impasse with this software but thought I would try the forum before giving up. It appears to me that tomcat has no way of creating a certificate request that I can use with the certificate server I have on my Windows domain. Has anyone had success or know of a way to use a certificate from Microsoft's CA? Any help would be appreciated. Yossarian
timespent report not reporting dept
Im running a timspent by dept report. Departmnet is selected in display columns - but it does not show up in the report. Is this a known bug ? The report I get splist the time spent down into sections and a totla of time at the bottom, but by not showing the dept column, provides me littel use in terms of easily identifying what time we have spent of which companies of the ones we support.
Move Assed
Hi, SDP 7, does anyone know how to move an Asset to a different category? All my Switches have been detected as Routers and I can't find a way to move them to the Switches category. Thanks, Brian
Internationalisation of Currency SDP7
A grand title for a simple question I think. How do I make all the screens show a � ( UK pound symbol ) instead of a $ ( US Dollar symbol ) for all the costs. Just don't seem to be able to find anything in the admin section to do this. V7 Build 7009 Kind Regards, Andy
Bug in setting asset to None
I had a call which I duplicated with the requestor's asset assigned to the call. I opened each duplicate call in turn, chose the top most Edit function and changed the requestor and since the asset was now incorrect hit the + icon and changed it to None and hit Save. I then change the description, delete an attachment and hit Update. However, on the call details screen the asset has reverted to the original asset, not None. I have to click the asset name and choose None from the dropdown menu to
Users with international characters in usernam can not logon
The requesters i import from ActiveDirectory that has international characters in their username gets "Username or password incorrect" error when trying to login to ServiceDesk Plus Version 6.0.0 build 6012. When can we expect support for international characters?
Software licenses in 7 vs Software license assets in 6
In v6 I was using custom fields in my software licenses/assets to track additional info. If I'm not wrong, in v7, software assets are now resources of type software. When I open the detail info of a software asset/license/resource, v7 doesn't display my UDF fields. I ran a query and can see that the data is there, but SD+ doesn't display it. On the other hand, computers, which are now also resources, do display my UDF fields. Is it a bug in my migration or is it by design?
SDP 7 search
Is it possible to have a search box that will search everything, including the description please? I find it rather tedious having to manually go through requests to find the one I am after. I know we could probably use the subject line better, but considering we are running SQL server, why shouldn't we be able to use the searching power of SQL?
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Assign to Group, but still showing as unassigned
You are right, Dean.-AK-
ServiceDesk 6 and Windows 2003 SP2
I'm currently running ServiceDesk 6 (Build 6001) and I need to upgrade to the latest build. It's running on a Windows 2003 server SP1. Should I install SP2 first before upgrading to the latest ServiceDesk build? And are there any issues when using Windows 2003 SP2? Thanks, Alex
SD+ Support for MAC Browser
Though not tested on these browsers, we dont foresee any issues in using them.If you face any issues, let us know so that we can help you resolve them at the earliest.rgdsAK
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. Please find the forum link, that would brief you the migration procedure: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= Ganesh.KB ServiceDesk Plus Support... Assuring Best
SD6 to SD7 Plus
Hi, We are currently user of SD6 and we are planning to move to Sd 7. We intend to start fresh from scratch in SD7 Plus. However would anyone knows of a way to exportv the solutions (SD8) and reimporting them in SD7 Plus? Any help would greatly appreciated. Rizzie
Migration from MySql to MSSql problem...
Error on restaore from backupdata. Duplicate entry in table wormap How can there a duplicate entry if there is a primary key on field word :?:
Migration from one server to another
Hi, We want to move Servicedesk Plus to another server, just the front end though as the database is on another server. Are all of the setting for Servicedesk stored in the SQL database or are there other settings that I need to save and migrate accross from the front end as well? Any pointers would be gratefully received. Cheers
Sub Category
Hello, How can I remove the subcategory from the request template so that it does not show up for technicians? I've unchecked the subcategory view for users, but our techs still see it. Thanks, James
when user attaches files in request in foreign language
Guys, this has always been bothering me. When a user attaches a file in a foreign language to a service request it shows up in gibberish in teh help desk. we're running version 7 build 7009, and mostly work in Greek and English. Thanks
Company is willing to
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There is a link for upgrade from 6.x to 7.x is it real?
Migrate from Build 6012 ... 6015 to Build 7000 Customers using builds 6012, 6013, 6014, 6015 can install this Upgrade pack to migrate to version 7.0 http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp
Update from 6000 to 60*
First of all im sorry for posting about something so trivial... But i cant seem to find the place to download the the upgrade pack from version 6000 to 6014 or 6015. Can anyone plz post here the link for me? Ty in advance. Nuno
Errors while updating ServiceDesk from 6003 to 6015
When I try to run the update to 6015 I get a java.sql.SQLException in StandardPoolData. ServiceDesk will no longer start either. Michael
Displaying Starting/Stopping Timer Reasons
Hi can timer history be displayed on main call page rather than having to trawl through history? its more useful to see why a call was stopped/started in context with the notes on the call rather than having to go through call history is this something that can be amended?
Automatic request creation
Is it possible to point request details (urgency, priority, request type etc) when it is automatically created from email? Are there any other possibilities to create request automatically?
History Tab
This is probably a feature request, but if I have done something wrong or am missig something please let me know. On the History Tab of a request, it does not appear to log when a Task is completed. This would be great to see for compliance reasons. We're considering using the SD+ for change management, but if we cant log who completes a task and when they do it, we will have to figure something else out. Thanks!
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