Cannot delete priority category
I want to delete a priority category, but I can't because it is in use by a module. I get the following error message: WARNING :Priority is being used by a module. Hence cannot delete it from database. But it has been marked as not for further usage. I read the information here: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= I used a database schema I had to substitute my table and field names in the queries. My queries did not work, and I suspect it might be
MSSQL
Dear Sir, After upgrading the service desk plus to 6003 and changing the database to MSSQL I go this message �HTTP 400 bad request� if I change the database beck to MYSQL it works fine need to know why this problem appeared suddenly, it was working just grate before the upgrade.
Moving SDP from one server to another
I have SDP running on a windows server and would like to move all my data and settings to a different server. I could then retire the first server and run SDP solely from the new server. Is this possible? Thanks Chris
Field Link
I have the folwoing query: I need to import my customer's database along with their contracts & SLA into the application & i need to link this info together in such a way that when a requester selects a specific customer, his info will be available directly. How can i do this?
URL links in ServiceDesk Solutions
When creating a new solution in ServiceDesk, anything that looks like a URL is automatically created as one. While this is helpful most of the time it is a real pain when you don't want it! For example I want to put the following string in a solution but I do not want it to be a hyperlink: \\myserver\installers\setup.exe Is there any way to prevent strings like this from becoming hyperlinks? Cheers, Robin
Uninstallation of hotfix
Hi, I have been informed by servicedesk support that there is no way to uninstall the hotfix. By right it should be able to be done as there are a lot of problems while upgrading some hotfix. Thank you. -Sabarina.
Build: 6003 -- problem with new request form field width
After upgrading to version 6 my new request form has had the width of a field changed. It's about one character wide now, but needs to be at least 12 characters wide. The field is in the Category Details section and is the only field on the right hand side. The fields on the left hand side do not need to be anywhere near as wide as they are currently displaying. This is only a problem with IE (and have only tested IE 6.0). Things display properly in FireFox. Unfortunately, nearly 100% of our users
Features? Help?
HI I am trialling the service desk plus and am pretty certain that I will purchase it. However a couple of queries that I have is... 1) technician permissions. For example I want to give a technician permission to be only administer requests & Solutions. At the moment the default is SDAdmin. When I go to add a role, it allows me the options... Requests Inventory Purchase Contract Solutions Reports However I dont want a technician to be able to change the settings in the admin home page. Can I do
tracking workstation leasing
I am reviewing the ServiceDesk application. I was wondering how you were handling lease tracking. We currently lease most of our desktops and would like to keep track of the leasing with ServiceDesk. I assume that the best route would be to setup a Lease as a contract and associate Assets to the contract. Do you enter in an asset for every desktop even though they are a workstation? Then associate the leased asset to the workstation? It would be nice to be able to associate a whole workstation to
Several SD6 Problems
I'm having a couple of problems with SD6; I filled out several "Request Support" forms, but have only heard back regarding one of them. My trial version runs out in ten days, so I can't wait much longer to get this fixed. 1. The credentials on the log in screen still show up, even though I've clicked the "do not show" option numerous times. 2. The "scan in progress" indicator is still going for a domain that I started scanning...several days ago. I clicked the "Cancel" button for the scan several
Backup/Restore Configuration or Requests Only
I have configure a new demo install of SD+ 6 for testing purposes and like what I have configured. Is there a way that I could just take the requests/tickets from my old SD+ 5.5 installation and transfer them to my new SD+ 6 installation without overwriting my configuration (i.e. SLAs, Categories, Priorities, etc...)??? Another option could be to back up only my new configuration and restore the configuration only to the old database with all the existing requests/tickets. I would rather not have
Email Note
Is there any way we can change the Note template to include a link to the request and the contact, such as email/name, of the sender? As we noticed in our setup (SD+ 6 build 6003), when we email a note from a request, the receiver does not have a hyperlink back to the request or even a clue about who sent the note (if the sender doesn't enter their name as signature). The only thing that "links" the note to the request is the subject line that includes the request ID#. If at this point is not possible
SQL server express edition
How do I install the software with microsoft SQL server express edition. Regards Umar
couple issues with version 6
Here are a couple things I've noticed with this. Someone else posted something about the 'do not show this' on the logon screen, and it not going away after clicking it.. I am experiencing that problem as well. The main issue right now is the solutions database. I've put some text in there as solutions, and they look kinda cruddy. Like, when I hit enter, it double-spaces everything. That's okay, but when I view the solution, there are no carriage-returns at all.. it's like I have a rich-text editor
Two issues after upgrade to 6002
1. We have duplicate items in the inventory module after the upgrade 2. A large number of our solutions got moved into the first solutions category
SDP 6.0 on Win2k3 and SQL Server
I have installed a trial version of SDP 6.0 (30 days) on Windows Server 2003 SP1 that have SQL Server 2000 SP3 insalled on it. the installation completed successfully. But, when I start the server the progress stopped in "Initializing Server.." and not complete the running of the ServiceDesk. knowing that this server have an IIS Service installed. And in the installation wizard I have select the SQL DB and change the port of the web site from 8080 to 800. also when I installed the SDP with mySQL
Unable to stop/start timer on "off hours"
This may have been fixed in SD6, but I am not there yet due to continual problems trying to upgrade. In the meantime, I have noticed the following: When in off business hours in SD, I do not have access to the stop/start timer functionality to take things in and out of "on hold" status. Even though our department may not be open, I may still want to work on my tickets during this period, but am not able to use this functionality. Andre
Restricting technician rights
I would like to deny some technician to create requests from another requesters. But he must to have edit rights to reaolve, close and reasign requests. Is it possible?
Upgrade to SD6 or Not
Dear all, We have been running on SD5.5 build 5002 since it was released and it is stable. There seems to be some minor problems upgrading however what is everyones opinion is it worth it yet for the additional functionality or wait another month or so to ensure that most issues have been resolved. Cheers Brett
Does MailArchiver Plus support E2K7?
Does MailArchiver Plus support E2K7?
Questions & Suggestions for Improvement (Long)
IMPROVEMENT I would request a finer grained AD workstation scanning scheduler. The reason for this is that we manage a number of domains scattered around the globe. In order for the domain scanning to work I need to be able to set at what time of day the scans should be performed, otherwise the chances are that most workstations in several domains are shut down, hence no data is collected. IMPROVEMENT When additional fields are added for requesters they can be changed by the requesters themselves
Hard Disk report generation
I have created custom report for Inventory and included all the fields, however, I am unable to locate a way with which hard disk space, model and capacity are also shown in the report. I can view hard disk details in workstation scan, but not in reports. Please help
My Tasks BUG
Hi, I think there is a bug in My Tasks section. When there are many tasks, they are shown like in the attachment. I wonder what the window would look like if there were 100 tasks?! Thanks. Gabriel Gearip
default Log In To
we have a few different workgroups and domains detected by service desk. we have AD login enabled. All of our users and using our main Domain lets call it Domain1. When a user or tech first pulls up the service desk web interface their are selected with a login to drop down with serveral choices -- Choose -- being their by default. What i would like to do is have it set to Domain1 by default. is their any way to do this?
Feature Request: Purchase Order Attachment
I would like to be able to scan in my invoices and attach them to a Purchase Order.
Time Spent & Report
I have a report that is created to give me total count of requests, total time spent, and average time spent by technician. The problem I have is the report will only work if I have a tech specify time elapsed for each ticket. I would rather not have to have this happen because after you close a ticket under Requester Details a field pops up with Time Spent. This has the accurate time that was spent on the ticket without having to enter the data. Where does the Time Spent under Requester Details
Customize Notification Templates
requester as well as technician receive an automatic notification as any transactions occurred but unfortunately the link to the portal is not correct, I tried to customize the notification templates but in vain. can anybody help to configure this setting properly to allow requester/technicain to open the Requestelink properly?
SD+ Mem useage seems to have leak (in tomcat server?)
Hi All, I have our installed version of SD+ on a vmware virtual server, that virtual server has 1024MB of memory assigned to it. with 2 cpu cores (quad box) I have noticed that after around 2-3days the memory usage useage goes upto 1.55GB , I restarted the service and it freed up all of the memory (useage went to 182mb) , now the server has been running for around 1-2hours and the memory usage has creapt back up to 575MB and is still going up infact by the time i had finished writing this post it
Scheduled Backup in SD+ 6
Hi, I'm wondering about the scheduled backup folder in ServiceDesk 6.0 6003. Scheduled backups appear to be running every Tuesday at 12:00 a.m., but I can't find where that backup is controlled. If, for instance, we wanted to schedule the backup to run every morning, or change the location the backup wrote to, where can this be accomplished? Also, we'd like to copy the backup file to tape for added security. Does the backup file contain all the data we would need to restore in the event of a server
Disappearing tickets
When I assign a ticket to a technician, I can no longer see the ticket at all unless I type the ticket URL into the web browser. I can not search by the ticket number as it comes up "no requests found," but the ticket is clearly there. Out of three users, I am the only one with this issue. Any ideas?
SDP 6006, Question Marks in Solutions
Hi! After I upgraded SD from 5.5 to 6.0 almost all of my solutions have red question marks instead of blue. Is that a problem or just a new color? The reason why I ask is all the way to SD 6003 I couldn't search in keywords like I could in SD 5.5. But now with SD 6006 it seems to work. /Thomas
Mail server stops fetching mails
Hi, Im running the last patch of servicedesk plus and I have run into mail server problems. After a couple of hours the mail server dosnt any longer fetch e-mails from the mail box. When I look at it it says its running and when i restart it, it works for a couple of hours again. Regards Boru
Responded Date; status not updated
Hi, I am testing the 6.001 build as we are looking for a new system to support our external customers. So far the product looks good but there is one small issue, I cannot seem to get over. With all my created issues, the Responded Date keeps returning "Not yet responded". So far I have done the following to try and get this status updated: - Created internal note - Created external note - Send an e-mail to customer using the Reply button on the issue - Updated some request parameters like Status
Duplicate Records when running Requests Reports
It seems that when a request has a resolution that exceeds 255 characters the software creates duplicate entries in the database. The remaining characters are placed in the resolution column. If 255 characters are added to the second entry, then a third is created. This is problem when running reports on the number of requests, because the count function uses the number of records that are return as the "Number of Requests" value. This value is incorrect if one or more requests have long resolution
More Fields from AD
How do I, or is it possible to import more fields out of Active Directory rather than the ones currently available. We'd really like to be able to import the "Office" field out of AD so we can have the location of staff.
Remove License from screen
hi haw i can remove the License from the technicians screen :?
Updating ServiceDesk Plus
Just a quick question about updating ServiceDesk Plus :). If I select the green "Download ServiceDesk Plus Now!" button from the webpage, will that always contain the latest hotfix? (i.e 6006). If not, do the hotfixes need to be applied in order? (i.e 6001, 6002, etc) or does the latest hotfix contain all previous hotfixes. :)
Fetching mail from Exchange 2007
I am trying out this software during my research to find something that we can use at out company. We are an SMB and we are looking for a good, robust Help Desk tracking solution. I have been very impressed by your software. The layout is great, the navigation is smooth and the features are excellent. The only downfall that I can see is that I am not able to get the mail fetching to work with our Exchange 2007 server. I am not sure if it is something that I am doing wrong or if it is not possible.
Custom Report For Tickets on Hold
Management at our company really love reports and statistics. They would really like to see a custom report that tells them the exact date/time the ticket was put on hold (timer stopped) as well as the number of days the ticket is (was) on hold. It is easy to generate a report that tells us the tickets on hold, but we need something specific to track exactly when the timer was stopped (ticket put on hold) as well as the timeframe the ticket has held the status 'on hold.' Can you help us please? Thanks
Pull email from Exchange 2003
We're having an issue getting service desk to pull email and to send email from exchange 2003. POP and SMTP are disabled on the mail server. Service desk shows only incoming pop and imap setting,s is there anyway to pull email from exchange :?:
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