Merge requests after a search in request list view
Good afternoon, I have notice a strange occurrence when I am searching in the request list view. I search for a string in the subject field, and it gives me the list of requests with that string. I then merge a few of these requests. If I do this multiple times, after a while they no longer merge. So, by the fifth or sixth different search and merge activity, it just doesn't do anything - the requests remain as they were when the search result came back. If I then open another screen (Admin, Solutions,
Upgrade from 9039 to 9040 or 9041 failing
Trying to upgrade but it keeps failing during the initial extraction. From updatemgrlog0.txt... May 4, 2015 7:15:05 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : May 4, 2015 7:15:05 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode May 4, 2015 7:15:18 PM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\Temp\ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_41_0.ppm May 4, 2015 7:15:18 PM [com.adventnet.tools.update.installer.ApplyPatch]
Asset Scan in SDPE to remote office with dynamic IP
Does anyone know how to monitor remote office asset via internet connection? By the way, remote office asset is using dynamic IP without AD.
No Desktop Central Integration Icon in Service Desk
Any idea why I am not seeing the Desktop Central Integration icon in Service Desk? Thank You
Applying Business Rule in Service Catalog
Hi Karups, Can we apply a business rule to service catalog in such a way that if suppose i have a technician group named as Email then any request raised through Email service catalog feature should be assigned to Email group and only the technicians under that group should be able to view that request. I have created such a rule and the role for the technicians but it didn't worked.Attached is the screen shots of the same. Awaiting for your reply. Thanks, Amandeep S. Deol
Canned Response
Is it possible to insert the canned response and not over write the title and description? This is a fantastic feature but our users would still like the original ticket description left in place. Regards Graeme
print request and automation of departments for new users
hey guys, I've got two questions. first of all what do I have to do if I want to print a request ? mainly about if someone creates a reuqest for a new user and want all the data from the template on one sheet so we can send the printing or just the .pdf to our host etc. and also how could i manage it that i don't have to create a a pick list for our departments in the request manually ? there must be a way to make it more easy i mean there is no real problem in crete a pick list for a request but
Exception while trying to add new Product-Vendor details. [ For input string: "" ]
Anyone else getting this? When attempting to change pricing on an item in"Asset Management-Products" This item is used for 3 different suppliers and when I tried to change the price for one of the suppliers this is the error message received. It did, however, remove the price that was in there and put it back to $0.00. Thanks
Issues with renewing SSL Cert
Anytime we go to deploy the server after renewing our SSL Cert the application fails. I found this in our logs and wanted to get some insight . [07:07:46:306]|[03-25-2015]|[SYSOUT]|[INFO]|[22]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException: No available certificate or key corresponds to the SSL cipher suites which are enabled.java.net.SocketException: SSL handshake
TimeSpent SQL Query for ALL records in ChargesTable
Hello, We want to generate a single report that includes ALL TimeSpent Records from the ChargesTable. If users are logging time, we want it to appear in our report. The first step we use is to return every ChargeID from ChargesTable along with the one or more Keys from the "bridge" tables, WorkOrderToCharge, TaskToCharge, ChangeToCharge, ProblemToCharge that are associated with that ChargeID. (SQL is constructed to prevent duplicating TimeSpent if/when ChargeID has multiple bridge keys). Next, the
Work log description filed SQL query report
Hello, is there is any chance to inject the filed related to the work log description in a report? what is the table name for that or at least what is the query may show the required. Thank you in Advance.
TIMESPENTONREQ always 00:00:00
Dear All, I am running SDP (free edition) ver.: 9.0 Build 9041 I am running query below: SELECT qd.QUEUENAME "Group",qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESOLVEDTIME) "Resolved Time",wo.TIMESPENTONREQ "Time Elapsed",std.STATUSNAME "Request Status",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Assigned Technician" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
How do i add Vendor support and phone number to an asset
I want to be able to know from the asset view, what support number to call. Where or how would I do this?
Demand/resource management?
Are there any plans to add some kind of demand/resource management to the Project Management module so that whoever is assigning resources has an idea of how much any given resource is already committed to other tickets or tasks?
How can I redirect the traffic?
I would like to stop the server and redirect the traffic to a webpage telling the clients the web is not available because we are doing some maintenance and the application will be ready for use at the hour I want. How can I do that? Thanks.
Replies not populating
After updating to ServiceDesk Plus Build 9041, when replying to a requester via requests, the "To" field does not populate with the requester's e-mail address and no text appears in the text box, previously it would include the request information. Kind Regards, Gavin
Migrating from cloud
Is their a way to migrate all the configuration from cloud to locally hosted server? Thanks,
"Unable to restore database : zip file too large"
I'm trying to restore a backup of our database to a development server and I've encountered what appears to be a major problem! When I execute the restoredata.bat script and select my most recent backup (.data file), the script returns "Unable to restore database : zip file too large" We've been running SD+ since December 2008, and our backups have grown to 5GB+ in size. Has anyone encountered this? Any suggestions? At this point, it seems our nightly backup routine is creating a useless 5GB .data
Premature Creation of Request via Resource Field
Hello, We have had several complaints from our users when their request is created before they have completed submitting a service request through the self-service portal. We have discovered that this happens if they press enter when completing any of the additional 'resource' fields. It effectively does the same as hitting 'Add Request'. Further inspection shows this also happens for the technicians. Has this already been reported as an issue? We're on build 9039. Cheers, Frank
Web/Hyperlinks
Can I use content variables as web links. What I mean by this is, in notifications in response to a request, can I add $RequestID as a weblink. I have tried to do this and when I try to click on the web link it gives me an error of, "This link has been disabled to protect your security". Thanks, B
Free Licece - Won't accept my business email address
When trying to request a free license, the website refuses to accept my email. no matter what email address I use. it gives out an error saying I must use a valid email address. can someone help me out? I'd like to run the free version for a bit before committing into buying the software.
customize the action menu
hi, SDP 9041 when I click the action menu, I got the error as the following. ------------------------------------------------------------------------------------ cannot run program \"xxxxxx\" (in directory \"{SDP_HOME}/bin/../integration/custom_scripts\"):java.io.IOException:error=2,No such file or directory ------------------------------------------------------------------------------------- I have put the script in "integration/custom_scripts" directory & class in "integration/lib" directory, and
Auto Solution suggest help
Hi, I'm having a little trouble of actually getting Auto-solution suggest to work for requesters who report incidents on the help desk. Is this an option that should already be there or does it need to be turned on? My service desk version is 9.0 Build 9025 I would appreciate your help, Thanks, Sam
ServiceDesk Stops Fetching Emails
Hi, We are experiencing a mail fetching issue which implies us to apply Trusted/Self Signed Certificate. I tried the solution you posted in the forum http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but not able to get it work. Could you please give me some instructions how to get this done? Best Regards, Nicole
Task Notification not working
I am trying to set up task templates to add to tickets. When I create a ticket, I get a notification, but I no longer get notifications when I create tasks and assign them. I have restarted the mail service with no results.
Other technicians unable to view pasted images from Internet Explorer
When pasting images from internet explorer into the ticket description area the technician who pasted the image is able to see it, but all other technicians see a red X. Is there a solution for this?
How are Numeric fields with exact length used?
If I create a numeric field with exact length of 3, I can't enter any values unless the value has exactly 3 characters... I thought the exact length parameter would specify the maximum number of digits but it doesn't. If I want to enter a value of 1 the entry is rejected. I can't see creating a field for values from 1-9, another for 10-99 and another for 100-999. Am I missing something?
Auto Assign while new work added
Is it possible to assign the incident to technican and change the status to work in progress who added a new work log? In our system I can close a ticket without assign. Thanks in advance.
Asset when coded as "Laptop" lose the ability to see hardware/software ?????
Sorry if this is in the wrong place, but...Newish user, and I found that I could code the assets to either Workstation, Laptop, etc. So I changed all the Workstations that were really laptops to Laptop in Asset Manager of the On-Demand version. Now, the Hardware and Software tabs are gone for all the laptop asset information!??!?? Assets coded as "Workstation" show the hardware/software tab, but why on Earth would you remove those two tabs from Laptops???? Am I missing something ?
in request view, display an icon if the request/incident has associated tasks
Hello it would be very helpful for the dispatching, if in the request view, icons were displayed if the request/incident has associated tasks: one (lets say) red icon if all associated tasks are still open one orange icon if at least one associated tasks is still open one green icon if ALL associated tasks are closedIt could be done in the same way than conversation, notes or approval status icons are displayed. Thanks a lot for your feedback Best regards, Marc
Postgres setup documentation
I need documentation on how to configure the postgres db. The documentation that is linked to the latest install instructions only addresses mssql and mysql. When I installed the latest release it only gave me options to install postgres and mssql so I went with postgres. Please give me a link to the postgres setup instructions.
Reply/Forward HTML problem
Hey guys, I'm having an issue with Replying to and Forwarding requests. It's removing all formatting from original requests so that the text attached in a reply is one big brick. Anyone have any ideas?
Gmail email server not working after domain change
Hi, We previously had email working ok with servicedesk when we were using our own zimbra mail server. We have recently switched to using gmail and also changed the name of our domain. I've reconfigured servicedesk to use the gmail settings and we can receive email ok. I did remember that when we first configured the server to use zimbra, we had to use gencert.bat, unfortunately though, this hasn't worked with gmail. The error message is 'Sending notification failed'. Any suggestions are most welcome
Cannot start Service desk plus server
It take very long time.I wait mor than 2 hrs. Is it normal?
How to archive "disposed" assets
How do I archive disposed assets? We're doing a lot of upgrades and I can't really get rid of the records for the old equipment for at least 2-3 years for auditing. I can't see how to hide disposed assets. Anyone?
locking work order
Could you plan to implement the locking work order function, If a work order has been assigned to a technician, he can lock this work order, and Only this technician can edit this work order.
Auto suggest Solution
Hi, How do I enable Auto suggest for solutions when creating a request incident? It doesn't seem to be enabled on my help desk. My version is: 9.0 Build 9025 Many thanks, Sam
SDP DC integration not workin correctly!
The integration between Desktop Central and Service Desk Plus, doesn't seem to stick. Also, after the integration says that is done, I don't see the inventories matching. The idea is to have only one agent working on each computer and I have SDP go through DC to scan the computers. It is not happening!
how translate default requester
Hi folks, How i translate the default requester? i use the menu translator on admin translator and put the default requester for "novo chamado" but, even restarting the manage they still dosn't working. Have the option of disable that, but i don't wont to, just translate.
"Site" field stuck as a mandatory field
On previous installations of SD+ that I have installed and searching through this forum, we have never been able to make the "Site" field mandatory. However, I have a new installation which has the site field as mandatory and we are unable to change this! This installation requires the users to complete where they are based (an additional field is being used for this as they cannot select a site) via the web form. Any help is appreciated? Thanks, Mike
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