REQUEST: Changing PRODUCT name Associated with an ASSET Item
REQUEST: Within the Asset Inventory on a specific ITEM. Need to be able to change the PRODUCT that an Asset ITEM is associated. ISSUE: Currently if you have ITEMS associated with a PRODUCT and the PRODUCT name is not correct you have to delete the ITEMS and then recreate the ITEMS and then assign them to the correct PRODUCT. Also, you may have multiple ITEM that were once associated with a product, but only some need to be associated with a new PRODUCT name. Sometimes just renaming the PRODUCT name
Need report with Software installation Dates in it
Hello I am a new user and love this product. I need to a report that shows all of my workstations and all of the software and hotfixes and updates installed but with the installation date for that software. Thanks Billy
Where can I download version 6?
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Request Type not showing in Requestor or Technician views
Hi, In SD+ 7.0 Professional trial version, although the Request Type (Incident, Request for Information, Service Request) can be set in the Request Form Customiser, it doesn't show up on the request form views for selection at all. This will be important as it may determine who deals with the request and for if we look at upgrading to the Enterprise version at a later stage. Cheers, Wayde
HTTP Status 500 - type Exception report
Some times when I try to recive a PO I get the following error. Can you advise please HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821)
unable to add license file as I can't click on 'license'
I am unable to add my license file as I can't click on 'License'. I am also unable to click on anything else in the top list. This is installed on a DC - are there any permission issues stopping me. Regards Neil
Unable to scan domain after installing latest v7 patch
After installing the latest service pack for Version 7 I am unable to scan the domain, click on any of the top icons, and a few more things. I have also installed Micrososft updates and possibly the WSUS 3.0 update (as the server is also a WSUS server) has caused Version 7 to go wrong. Any ideas I now can't run anything? Regards Neil
Self create a requestor?
I have not seen any posts about this, so here goes. Is it possible for a new requestor to create their own user/password if they do not exist in the requestor table? The reason I ask is that we are in a mixed AD environment that we can only query 1 of the AD domains. We do have users of the other domain that will need access to create tickets for us, but the quantity will be large enough to make it a huge headache to have to create requestors for each individual in our organization.
Skinning/Asthetic Changes
Hello, We have purchased this software to assist us with Call logging etc for our clients. I have been asked whether SD could be customised by: Request Layout - Moving "Notes" to top etc.. Custom Logo dependant on which company logs on to the system color scheme changes - Corporate Identity... are any of these possible..? thank you Warren
Removing unneeded requesters
Hi, When first setting up SDP, I imported a lot of requesters (students) that do not use the system. The common trait is none of these requesters have an e-mail address. Is there some automated way I can remove everyone without an e-mail address from the database? It's around 5000 users so there's no practical way to do it manually. Thanks much, Endaar
Creating SLA's
Hi All, I'm after some advice on creating SLA's. I would like to have a number of them such, A response SLA which notifies the tech of a new request and alerts me if its not asigned within a set period of time then escalte at set interval after that. Then a resolution SLA that fires when the request is not resolved after a set period of time. Then specifc rules on special items I can handle I think. I cant seem to work out how to do the first two! must admit to only just having installed it mind!
v7 Bug minor
When in Helpdesk - Request Form Customizer, if you clear all the check boxes for "Level" it is still shown on the tech's request form.
How can i use ServiceDesk plus for Multiply Companies
Hi Experts... I Need some help! My companie decide to use Service desk plus to administrate your helpdesk. This service belong to a part of a service Package, where our company will sell helpdesk services for other companies.... but we are administrate this service remotely. For this i need add more than one companys. My doubt is.: Can I insert more than one Companies at the same ServiceDesk plus ? is it possible? tks
Build 6011
I've just installed the new build 6011 and the server doesn't start!!! PLEASE HELP
Version 7 bugs
Some of these may be new, and some may be still around from previous versions but have not been addressed yet. All of these symptoms are appearing on a clean install of v7.0 on Windows XP while using the latest version of Firefox. [list=1:15b25b84eb] * When adding items to a subcategory, only the first 10 are visible in the configuration wizard. When you bring up the tree view, you can see all the ones you've added, but it does not make them visible to delete or edit them. This could potentially
SD+ 7 Crashes While Importing from AD
We are testing 7.0 on an extra VM we have, and while importing new Requesters from AD, SD+ crashes and fails to respond. I have to remote desktop into the VM, and restart it for SD+ to come back. Any idea what could be wrong?
Send notification to technician when a requester add notes
Is there any way of sending a notification to the Technician, or all the technicians in the group responsible for a request, when a requester add notes at the self service portal? Thanks
SDP 7.0 Enterprise - Vista , No login, blank screen
Have tested this on our two Vista Ultimate Machines, when you goto "http://servername:8080" you just get a blank page, no error. On Windows 2003 Servers and Windows XP clients with IE 7.0 it logs in fine (Love the pass-through authentication). Only occurs in version 7.0, 6.5 is fine.
Active Directory Technician logins
Glad to see Active Directory integration in ServiceDesk Plus. However, I am confused regarding Technicians. It is unclear how to create technicians from users imported from Active Directory. Do I still have to manually create logins for Technicians or can I turn Requesters into Technicians? Also, is there an easy way to convert current Technicians with all their calls and ToDo lists into AD logins?
Technicians from AD
Is there a way to add Technicians that uses AD information (like the requester method)? thanks.
Email Request Feature
I installed ServiceDesk Plus 2 days ago. I setup the incoming & outgoing mail server settings and emails are going out to the technicians as they are supposed to based on the notification settings. The one thing that is not working for me is the email to servicedesk mail box and the conversion of email into a request. The mail fetching status is Running. Anyone have any thoughts why the emails are not getting converted into requests. PS Great product. Once I have this working my boss has blessed
Log in screen
In SP 6+ when you connect to the login screen you have the administrator and guest accounts displayed. When I click on dont display these items I get an error on page error. Any ideas ?
Email Communication
Hi Recently, I upgraded the SD+ from 6000 to 6011 but there is a problem in the email communication. Alert Technician by Email when a request is assigned, Alert(or Notify) Technician by Email when there is a new reply from the requester and Send e-mail when an Application Error Occurs (For eg., Mail fetching problems) are not working Even, Submit request for approval doesn't work as well I got this message when I submit request for approval HTTP Status 500 - --------------------------------------------------------------------------------
i cant change language
hi. Im trying to change the language settings, but in the personalize link dont appear nothing related with the language option. Just appear the change password option. Im testing the free version of servicedeskplus. Is that related with the language option? so , how can i change the language to spanish? Thanks in advance regards
Requester/User Help File
Is there a 'Requester Help Manual' or some such that can be provided to the end user/requester so that they can be shown how to open requests, etc?
Prevent users from creating a login at Self Service Portal
We use SD+ 6 and, when we have established that only some type of requesters will have a login at Self Service Portal. To accomplish this we don't fill the correponding fields at the requester profile. Later we find out that, if we send a mail to that user he may enter the portal and create the requester account. How is it possible? How can I prevent this from happening? Thanks
Notification Emails
When a notification email is sent to the technician that a new task has been created, the link on the email is different from what is in the notification rules. It should be "http://ServerName/$RequestLink" but instead it is http://HelpDesk/$RequestLink. How do I go about fixing this?
Approval Notification dont respect line break
We use plain text messages and our approval notification template is something like this: ------------- BEGIN ------------------ Foi registado um pedido que necessita da sua aprova��o para que o mesmo tenha seguimento. Os detalhes do pedido podem ser consultados em: $ApprovalLink Atentamente, $Technician Servi�o de apoio ao cliente -------------- END --------------------- But the notification is sent like this: ------------- BEGIN ------------------ Foi registado um pedido que necessita da sa aprova��o
Requests are being created twice
Hi, Every time I create a job in SD+, it creates it twice, assigns different IDs to it, and (I think) therefore emails the Requester twice. I'm a Technician with full access, and we're using Build 6005. Is there a resolution to this? Cheers, Peter
Delegate security
Dear all, We are an international company with HQ in the Netherlands. The ICT is centrally arranged and our intention is to implement a central helpdesk/asset database. Currently I've setup Regions, Sites and Departments. I want to be able to delegate control for e.g. Asset management to my USA administrator (Region) and my German administrator (Site). How to set this up? Regards, Ralph
Merged case numbers
We had a client chasing up on a job this morning and when I searched for the job ref it couldn't be found. It turned out to that the job had been merged with an earlier one. Would it be possible to still be able to search for the job based on its original case number? Even if it pointed us to the merged job. Thanks
Web Alisa
In SD6 + I have entered an alias of support:8000. However when I attempt to connect it cant be found. When I type in http:\\euapp01:8000 it works. What am I doing wrong or not doing ? Pls Help. Thanks
problem in updating the Technician attributes
Dear support team I have problem when I try to update or delete technician. this problem happened since 1 week and therefore I upgraded the Sd+ from 5003 to 6000 but the problem still existed can you help HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception org.jboss.tm.JBossTransactionRolledbackException: null;
ServiceDesk Plus Change request unavailable
Hi, I have downloaded demo version of ManageEngine ServiceDesk Plus 7.0.0. This tool is installed on Win XP and my browser is IE 7. I tried to create a Change request, but blank screen is displayed and there is a message in status bar: "handle Response called http://acer:8080/framework/html/blank.html". However, http://acer:8080/Changes.cc should be called. I am using administrator login, but this issue is not related to user. The same issue is occurring for all users with privileges for Changes.
Problems with Incoming mail appendage to conversations
Hi, I am encountering problems with some incoming mail being appended to conversations within a request. I have successfully enabled the incoming mail function and been able to integrate some replies from requesters into the appropriate request conversations automatically, however from some requesters (notably users from our corporate addresses!) SD+ fails to recognize that there is a request associated with the reply and proceeds to open a new request based on the email. My question is how does
Add a link to remote control a workstation.
This was tested with RealVNC and will probably work with other VNC programs that are web accessible. I set this up on SD Build 6003 using MS SQL 2005. Here's what you do: Create a fresh backup, just to be safe. --> Go to Admin --> Workstation - Additional Fields --> Create a new TEXT field. --> Label:VNC --> Type:Single-line --> Save Go to "Inventory" and select a workstation to view details. --> Edit Workstation In the new "VNC" field, paste this html syntax: <A href="http://WorkstationName:port#"
\\r\\n in solutions and requests
Hi all. Although there appear to have been no new re-occurences of this problem since updating to 6010, we still have a lot of requests and solutions which contain \\r\\n entries in the text. Is there a way of removing these all in one go please? Thanks
Turn off Authentication
Running SDP 6.0.0. When a user sends in an email, they get an email back with the $requestlink. When a user goed to that page, authentication is required. How can I turn off authentication for users. I want them to click on the link and go right to the status of their ticket page. Kevin
Saving a Request to PDF, HTML etc
I noticed in many locations info can be saved to many different file formats instead of printing. This would be great for a Request. I can print but I need to save a PDF for e-mailing. Sometimes requests need to be passed along to ppl who cannot access SDP. Is there a simple way to save the complete request (as it is printed) to PDF. Cheers Mark
ServiceDesk Asset Module
Hi, Are you planning to update "Asset management" module? I've been using it and it has some incapabilities that I really would like to have. Some of them are *Import from CSV and assign approproate *Department* not only users. (I saw some user requesting the same issue in the past thread in this forum) *Filtering function and add colums in asset list screen (which workstation module has) *"Add new asset" bottun sometimes works as if it's an Update bottun. I entered bunch of entries using add new
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