User reply to incident emails generate new ticket
Hi, We are running SDP7 Build 7009 on SQL 2000 When a user creates a new incident, either via the servicedesk or via email (we use mail fetch) they get the standard email back to say that the incident has been created and the incident number. Now, if the user replies to any of the system emails, or to an email a technician has sent via the servicedesk incident, then the users reply will create a new incident, rather than updating the existing incident. Can anyone explain why this is happening, and
Solutions Page - Most Viewed Topics error
We are running SD6 (Build 6010) and recently an error has shown up on the solutions page. It appears on the main page, below is what the error states: FAILURE :Error while fetching the most viewed topics. Please report the problem to the system administrator, with the Error Code - 1,200,546,066,700 We are not sure of what this is and a search on this site has returned no results, can anyone advise what it is and a possible solution? If you require any more information please let me know. Thanks,
problem migrating to V7
Hi While upgrading using beta migration pack I am getting errors that it cannot install, log txt file attached with more details. I have followed installation instructions posted on the user forum. I am running Windows 2003 r2, V6 build 6015 on a test server. Kind regards
URGENT LICENSING PROBLEM
I'm posting here because I don't know what else to do; my emails have gone unanswered for the past two days and my license will expire in two days. My purchasing department will not take action on renewing our license until they have the invoice/P.O. from last year. I applied for a an academic license last year, received it via email and assumed that AdventNet had billed our purchasing department or had sent them the appropriate information. Apparently they hadn't; when I asked for last year's invoice
Offline Inventory
Have a branch office whis out link to main domain. How i can hold offline inventory and results import in ServiceDesk Plus ?
when i press start scan nothing happens
ok when i have enterd my user account and password and i want to start a doain scan. nothing happens this used to work before, but i could not connect to any workstation bc firewall was running on all local machines. i used Group Pollicy to change these settings on the workstations but now the scan wil not start anymore looks like a JAVA issue, but i i had check the services also. when i richt click the start button, a new explorer opens with the JAVA in the URL but the screen stays blank.
Renewing license after it has expired
Our license has expired due to delays in getting a new one to see us throw till the patch from 6 to 7 is out. So now SPD is offline. how do I renew the license when it is off line?
Saving an advanced Filter under Inventory
Hi all, I'm new to servicedesk (version 6) and I was wondering if there is a way I can save a filter I use when viewing my workstations in the inventory section of servicedesk. What happens now is, I'll apply a filter to only view machines running windows server OS's and I'll select a machine and edit it. When I save my changes and go back to the inventory screen, it defaults back to the 'all workstations' view and I have to re-apply the filter. Is there any way to save a filter? Thanks! Mike
Sub Category and assign technician
Hi I have a number of categories setup with sub categories. I do not seem to be able to assign a technician to a sub category but only to the major hcategory heading. Is this correct? If so can I suggest that you should be able to assign a sub-category to a technician. It seems odd to restrict it to the main category only. I could make the sub category a main category but that defeats the point and also m akes the list more complicated. I do note that I can enter a Business rule to do this but it
Suggestion - Request pickup vs Alerts
I would have a suggestion for SD+7 ... I like when then system send alerts when a ticket is assigned to a technician, but is there any way to bypass that alert when I pickup a ticket for myself? I know that I have a new request, i've just assigned it to me ... It could verify who the technician assign the request to who, if they match, don't send an alert. It will decrease the number of alerts sent unnecessarily. Thanks Skid
Making use of SLA's
Having entered various SLA's for various situations I am wondering how to assign something to a specific SLA. To be a bit more exact say a request for 1st line support comes in, this would then be assigned to SLA #1. Unfiortunately the 1st Line cannot resolve this and the incident gets bumped up to the 2nd Line, now the incident falls under SLA#2. Where can one assign SLA's to (as an example) different situations? I hope my question is clear. thanks for comments and help!
User's New Request form question
We are almost ready to bring ServiceDesk Plus 6 online for our users to use and we wanted to make the request form as simple as possible. This desire has caused us to limit the number of top level categories and sub categories that we have created. When setting up the names of the categories under Admin mode, we put detailed descriptions in the Category setup section, but apparently the only place anyone can see those descriptions is when looking at the Category setup. Is there a way to add one of
Build 7009 Released
An hotfix to version 7009 has been released and the hotfix is available @ http://archives.adventnet.com/service-desk/sdp_7009/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_9_0.ppm The complete builds can be downloaded from the url : http://archives.adventnet.com/service-desk/sdp_7009/ Instructions to apply the hotfix remain the same, however the steps are given here for immediate reference. 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux)
Memory Analyzer Tool
Hey, I downloaded QEngine to analyze memory leakage in my java application. But I didn't find MAT tool in Free download 6.8. Can anyone Help me Thanks & Regards, S.Karthikeyan
User Login
I have one user who use to be able to login to SDP 6 but now cannot. I have reset his password in AD, deleted the user and re-imported, assigned a new password to the requestor, tested on different workstations etc., but now luck. HELP!!!
Automate process of import users from all AD domain.
Good afternoon. If I have domain AD and some subdomains AD. How to automate process of importation of users from all Ad domain in program SPD7009. In fact by default, it is possible to adjust import only from one domain.
SDP7009 daily crashed!
Good afternoon. I use version SDP7009. Practically daily program SDP crashed. The request to prompt where to search logs to find out the reason of crashed.
SDP 7009 (Upgraded from 6014)
SDP 7009 (upgraded from 6014) Fedora 8 FireFox 2.0.0.11 on Vista The admin login can no longer approve purchase orders. So, I created a second login which has PO Approver access. The second login can now approve a PO. I logoff from the approver and back on with admin rights, now I can't receive the goods. The menu options are there for both approving and receiving, however when clicking on them, no changes to the PO occur. Yes the cache is deleted every time to check. I can't create a third login
Can a requester belong to more than one department?
Hi, I am using service desk 7008. If a requester belongs to two different departments, how can we set this up in service desk? When he submits a requests, he wants to classify the request to one of the two departments so other requesters in that department can see the request. He also wants to see all requests from the two departments that he belongs to. Thanks, Andy
Dumb Question.. But How Do I set an Announcement?
We have the Self Service Portal setup, and I've got it the way I think will work however I can't find the option in Admin to set the Announcement box on the user portal. Can anyone help? I know it's stupid, but I've completely missed it!
Historical Email/Correspondence Log
How do we see a history of emails that were sent from a request? None of the email correspondence show up for that request. Emails are sent correctly.
Merging Requests
SDP ver 6 Build 6014 Hi We are using the merge requests to manage mulitple incidents that are part of the same problem (we have used ITIL terminology in our categories), so, if we have a major issue that may affect many users ie VPN or Server is down we log this a "Problem", we then log subsequent calls relating to the same issue as seperate "Incidents" & then merge them with the original "Problem" ticket. Once the overriding issue is resolved we just close the original "Problem" ticket. This seems
Installation of Servicedesk Plus - Program fails to start
Using SQL server 2005 express version Install of both free version and trial goes fine, Server does not start, no errors that I can see ChangeDBserver.bat brings up the gui tool, test fails to login to the sql instance I created. Does servicedesk support sql express?
Bug Report: Non-unique Departments problem
I have configured multiple non-unique departments for different sites (i.e. Sales in US & Sales in UK). Whilst these appear fine in the Departments section only one of the Sales options is available for selection under Technician or Requestor Department. Which option is available appears to be random (i.e. I have Sales in US but Operations in UK.
report-
Hello all, I'm trying to get a report on my requests for a certian time period, that is no problem. but i dont want all the replies back and forth to be counted as a request. how do i get the requests with replies to only count as one report? Thank you, Heather
Couple of questions, running version 7009
Hi All, I have some questions that I can't figure out. Is there a way to prevent technicians from being able to delete notes they have added to a request? I tried setting up a role with no delete access but they can still delete them. Thanks, Greg
Access Restriction
An option to restrict user access, either by using a check box next to an imported AD account, only allowing imported AD accounts to be used or by only allowing selected AD OU's to be able to access the system. This is vital in areas such as educational establishment where you don't want students (or certain members of staff) to access.
When creatring a request edit the DueBy Date
Hello, i want to know, it gives a way to edit the DueBy Date, when creating a new request. In moment we only can change the priority. And then the technican can change the DueBy Date. But we want to edit this when we create a request. Best Regards
Service Desk Notifiers external SMTP Mail
Our implementation of IT ServiceDesk uses an SMTP relay to send the mail notifiers. Mail is being queued on our servers as the external customers mail servers will not accept mail from an ITServicedesk notifier. If mail is sent directly from the ITServicedesk mailbox mail is accepted successfully, however when the java process is used to pick up mail and send notifiers to the customer mail cannot be delivered. The problem does not exist when mail is processed internally.
Bluescreen on login by a user
Allways when a user from Active Directory try to login to the SD+ the machine got a blue screen. But it's only by one user, all other users working fine. SD+ Build Number : 7005 Product Edition : Enterprise ML Users are import by AD. AD Seetings : Enable Active Directory Authentication Disable "Pass-through" Authentication I allready delete the Repuester and make a clean AD import again. But the problem is still there. Now I delete the user again, and add the requester manual without the AD just
Notify when a request is picked
How do I send an email notification to several people when a request is picked up or is assigned?
How to migrate from ServiceDesk (SD) V.6 to V.7 ?
Hi, We want to know , how to migrate SD v.6 to v.7 by mechanism like this : We install new SD 7 in new server ( because we change to linux OS) and we want all the setting (rule, Db etc ) from previous version (SD 6) migrated to SD 7 ? Is it possible ? If possible, would you mind telling me where we can get the documentation regarding this ? Thx alot
Ability to Trial Service Desk on Small Group of Domain Users
We haven't gone live from a customer perspective yet, we are only using it from behind the scenes for the technicians and have turned off all customer notifications. Is there a way, I wish to trial a group of 30 domain users from different divisions to gather feedback. I would like them to receive the notifications and surveys, but I do not wish to use it for ALL 350 users. Can this be done? I can't think of another way to trial it without showing them it's full capabilities.......
Software as items to report on
I would like to build a report listing the software that is loaded on PC's according to the scan. I can see the data in the db (MSSQL) and I can query the data as well. I cannot see a way to access the data in the built in reporting system. If I am wrong, please help me If I am not wrong....BUILD IT I should not have to go out side the application to get this info using Crystal Reports. Using Version 6.1.1.2 Can I get a vote on this from my peers? select workstationID,Softwarename,Filevendor,fileversion
Service Pack installation
Good day, I'm currently using ServiceDesk 7.0 build 7005 and I would like to update to 7009. What would be the best way of doing so and where can I find the update package? Thanks Skid
SOAP interface
A SOAP/XML interface to allow data extraction for reporting without being tied to your data dictionary/changes, or for submitting/generating tickets from another interface, such as montoring tools or automation tools.
Advanced automatic request ticket routing
I would like to be able to receive a request via email and do multiple different things with it. 1) Route based on sender 2) Route based on receiving address (Would require multiple email inboxes) 3) Route emails to templates, which could spawn multiple requests (like a new user email from HR, which could spawn a PC setup, user account setup, security access badge, etc.) 4) Automatically close a ticket based on rules - such as an automatically generated alert could close a ticket. (i.e. Site24x7
Vendor edit/add role
I would like another role to allow a group to manage vendors.
Regular Expression Email Routing/Assignment
I would like route/assign emailed tickets based on regular expressions.
How to edit labels?
Hello, Can someone tell me how to edit the labels in Service Desk? We need to replace the word "Request" with "Issue". I don't see any way to do it in the Admin section, so I'm assuming I have to do it manually in some config file. But I can't find the config files. Thanks in advance. Ben
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