ServiceDesk Plus 8204 Released
Dear Users, Hotfix 8204 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8204 SD-50675 : Problem in loading some technicians while adding a workllog has been fixed. The problem was due to some excluded technicians in 'technician auto assign'. SD-50677 : Problem in loading new work log form when there is more than 500 users. Please refer to the below link for the steps to install the patch.
Java Update
Any plans to update/patch the Java version shipped with SDP? The version we are using is 6 years old! [quote]As of February 2007 the latest version of Java from Sun was 1.5.0_11.[/quote] With all of the attention that Java is getting, it seems to be a vulnerability waiting to happen.
Removing Categories/Sub-Categories/Items OR Renaming Them
Team, With the system that we have in the specific environment, SDP has been used for the past 3 years. And the SDM would like to remove some sub-categories and items, in short overhauling the the category list related to the incident management. I have the understanding that we cannot delete them, but we have to rename them. Can you provide an efficient workaround for the situation. We already have taken out all the categories by csv, I know we can go to each one and rename them,but that shall
Asset and import problems
I am trying to import assets to SDP. And having a diffucult time with it. Hopefully you can help with some of the issues that have come up in first steps: 1. I would like to change the delimiter in CSV import. E.g. from "," to ";". 2. incompatibility with characters like "ä, ö, å" as SDP freaks. 3. Ability to import all Types of assets with one import file. That is: Set the type with a field in the CSV rather that import every type seperately. 3. IP-address is not available in CSV -imports for
SLA violation warning notification
How can I best customize the SLA e-mail messages? I checked in the Notification rule I could not find anything.
ServiceDesk Plus 8203 Released
Dear Users, Hotfix 8203 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8203 SD-50570 : Migration failure when migrating to 8202 while SDP running on MySql version 4 series. SD-50502 : Unable to edit "Is Personal Asset" field of mobile devices(Smart Phone / Tablet). Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
export changes and problems
hello i need to move changes and problems from one installation to another, is there any way to do so?
Use Resquester fields in Bussiness Rules
I would like to know if it's possible to use requester fields (like title) in Business Rules. Thanks in advance.
New Mandatory field in Worklog, how to removed it
Hi, I noticed it after i upgraded to v8201 but it is now mandatory to add time elapsed in a worklog entry in a request/incident. This field is not used by us but we do use worklog to add actions to the requests. We are not interested in the time spent on the actions. How do i remove the mandatory tags from the worklog? and why was it suddenly made mandatory? I use v8125 in production and because of this i am not moving forward to the latest version. please advise.
Service Catalog Template requester view
I find it troubling that the "Requester View" within Service Catalog Template creating, does not in fact show you exactly what the requester's view is. One thing for example is the fact that if you add "Resource Info" to the template (questions that will be available and viewable to the requester) do not show up at all in the "Requester View" tab. Please look into this. Jeff
Android App feature request
When viewing requests in the android and iPhone apps and going into the conversation history. It would be nice to be able to swipe side to side to move through the conversations.
Requests by technician report does not pull up all technician's data
I am new to using the Service Desk Plus software. My predecessor created a few custom reports so we could run weekly reports to show open tickets by technician. The data displayed a graph with each technician's name displayed with the current number of open tickets for that week. Recently something has changed and whenever I run this report, it will only display the data for my account. I had one of our other technicians run the report, and he now only sees the data for his account. I have not
Unable to Close existing Purchase Orders after 8.2 upgrade
After upgrading to 8.2, I am unable to close purchase orders that were created prior to upgrading. Purchase Orders created after the 8.2 upgrade can be closed as normal. Regards, Robin
Feature request in Request View
It would be nice to have a button to expand all converstations in a request rather than having to click on each one to expand them.
Scanning kyocera printers
Hi, We purchased new kyocera printers type TASKalfa 3050 ci, TASKalfa 3500 i, FS-C2526 MFP, FS-3540 MFP, FS-4200DN and FS-2100DN. When scanning in SD+ we get a little bit of information, but not all info in captured but are available in the printer: CI name (hostname) Product (unknown printer) -> most important ! Serial number Mac address Is it possible to capture the location and other custom fields ?
Email Command (email fetching) creates Request for any email even without the special cahracter
Hi, I have setup incomming mail server using POP and enabled email commands. I noticed that ServiceDesk plus creates a new Request of all emails even if it does not contain the 'E-mail Subject contains' field value. What I understand is that the subject line should contain the specified characters before it parses the email, otherwise, it will be ignored and nothing is done. Did I miss any other setting or this is a normal behavior? JC
mail reply to notification sent from problem mgmt module creates a new ticket
Hello We are sending notifications to requesters from within the problem management module to inform them on the progress of a problem When requesters reply to this mail, it will create a new request in the request mgmt module. How can we a) prevent this b) attach the reply mail to the problem in order to have a history of the conversation in the same way you have in request module Thanks for any comment. Best regards, Marc
failed windows backups
Our windows backups on server 08 are all failing around the same time we installed the manage engine asset explorer on them. We've since uninstalled the agents, but our backups are still failing. Any idea how to fix this?
Unable to view the detail of approval request created by my technician
When I was reviewing the approval item of a request being handled by my technician, I found I could not open the approval item to view the detail. Is the problem expected or there a way to view the detail of the approval item?
[Service Tag] field not available on cutom report
Hi there, We made a custom report and choose All Assets in the Module section. However, on the next step, [Service Tag] is not available on the available columns to display. However, it appears when I select All Computers (Workstations and Servers) as the module. Why is that?
Save Report As function after editing a currently existing Report
I find it odd that after running a report, you can "Save As" the report to essentially create a new one; however why is it that you cannot use the "Save As" function if you edit the existing report and run it. After editing a currently existing report, you are only able to override "Save" the report. You cannot save it as a new report.
Help on changing requestid to start from 10001 using MSSQL 2005 database
Hi All, Appreciate your help on my request above, and if possible please provide a step by step procedure for me to follow. Thank you, Mark
Reports/graphs do not recognise my new reauest status's
Reports/graphs do not recognise my new reauest status's Hi, i have added some request status's to the ServiceDesk however they do not appear in the graphs on reports - also they do not show on the Dashboard page. could someone point me in the direction of how i can enable these. thanks for your help Russ
Backup-Technician
Dear Tech. Support, I have a problem that: when i put a leave for a technician and make a backup technician for him, the backup technician doesn't receive the requests of the technician who is in a leave Notice:I enabled the autoassign technician please give me an interpretition Best Regards
Mark a requester as a service account
I posted this in the wishlist thread for 2013, but I wanted to break it out from there. We have email addresses for services/applications to report errors. Create a flag on the requester record that marks a requester as an automated service and do not send it emails, exempt it from surveys, etc. I want it to be able to file requests, but not for SDP to try to contact it back. We use the email function to report callhome events from servers, faults from mainframes, and other alerts. What ends up
Unable to use ServiceDesk+ iPhone App after 8127 update
When trying to access ServiceDesk Plus with the iOS application after the 8127 update, the application is giving the error message, "Update ServiceDesk Plus to version 8125 or later to work with this app." Obviously we are running a later version but I've tried everything to get this working with no luck.
Deleting Technical User Groups
In our multi-site setup, existing (there before I arrived) technician groups are listed under two different sites but have the same names - wondering if they are the SAME group or just NAMED the same - because when I try to delete a technician group from one site it errors with 'cannot delete group as it is in use by another module' - while I assume it means the other site, perhaps you can explain what other dependency it may be complaining about?
Allow to attach document in an approval item
In most case, we need to ask requesters to approve certain document before we continue work on a request. But it seems the attachment function is currently available in the system. Correct me if I am wrong.
Customize Self-service protal
How can i cahnge the background color of the "My Request Summary" of the Self-service portal?
SD 8202 backup PGSQL restore fails
Hi I have a problem with restoring the database psql. When upgrading to version 8203 an error occurred. Restoring a full backup is not possible. The output of the restoreData.bat: INFO: loadAllModuleDD :: loaded the DD for the module :: CMDB java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.createTables(RestoreS DBackup.java:1381) at com.adventnet.servicedesk.tools.RestoreSDBackup.createDynamicTables(R estoreSDBackup.java:1368) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
SDP Incoming email in plain text only through internal Exchange 2010 connector
Hey guys, SDP incoming email internal Exchange connector in plain text only. So i can receive email in SDP, but it converts all inline images to attachments and all font markup etc... is lost. A plain text email is being received in SDP, which is a pain, because we receive quite a bit of emails with attachments. Now we always have to open the attachments... I've been plagued by this b4, but it never resolved so far. Scenario is as follows: I've got my own Exchange 2010 server, so i connect SDP
Restore SDP ticket data ONLY
Hi, I am looking into options of how to deploy improvements to our current tool in live. What I plan to do is make changes to a copy of the live system, and then make the improvements to the copy. The improvements will be to add new Service Catalogue templates and also Categories, Groups etc, and disable the existing templates categories, groups. I.E not removing them completely only disabling so that old tickets will still be in their original status regarding groups etc. Then over a weekend i
Notifications SLA
Hi, I have a question related to notifications when the SLA is not met. How I can configure the tool (SDP) to mail notifications will reach a specific user? Regards.
Delay Tool Tip Pop-up
Is there a configuration file in ServiceDesk Plus in version 8.1.0 that can be modified to delay the tool tip pop-ups? When you attempt to click a link with the mouse, the tool tip pops up too quick, thus you are unable to select the link.
Upgrade from 8.1.0 Build 8126 to 8.2 Build 8202
Hi I am trying to update using ManageEngine_ServiceDesk_Plus_8_1_0SP-1_0_0.ppm and it keeps failing with the attached error. Are you able to shed any light on this? Thanks. Richard
Reports: Query Editor doesnt work !
Dears, When I navigate through the reports from UI view (by simply click on report items in the browser), the report will be displayed properly .. But when I use "Show Query" with "Query Editor" to run the same SQL query, all values will be displayed as "Not Assigned" !! for this I've already collected the SDP logs, and I see lots of java exception will be throw : [13:00:33:691]|[05-15-2013]|[com.adventnet.servicedesk.utils.DBUtilities]|[INFO]|[26]|: Database Connection is requested : Generate
Separating technicians to sites?
Right now my company has various sites in the US and Canada. We're trying to set it up to where the US technicians only see the tickets that come in for US sites and the Canadian techs only see the tickets that come in for their sites. Now maybe I'm missing something here. I've associated the technicians to the sites I want them to work and that still shows me the other team's tickets. I've tried making a role that makes them members of only their designated sites, that didn't work either. Is this
Smartphone apps html coding problem still exists after upgraded to 8203
After upgraded to 8203, we can use the iPhone apps / Android apps to view ticket without html coding in general tab, but still have html coding problem in "Resolution" tab. Could you kindly assist to clarify. Frankie
Group Phone Number variable or simple logic?
Hi We have two teams using the servicedesk, assigned to different groups. With requests auto assigned to the groups via business logic. It would be useful in the notfication/reply to templates to be able reply back with different info/phone number for each team depending on what group its assigned to. We can do: regards $group but some additional fields would be nice, ie: regards $group $groupPhoneNumber $groupDescription ( which is already defined ) or some form of simple logic ie: regards $group
Custom Filters
We have created a couple of new statuses for "On Hold". But if a technician tries to use the My Requests On Hold filter, it obviously doesn't list them since the status doesn't match. I tried to create a custom filter and made it public but it lists ALL of the requests with that status, not just the specific technician's. How do I change it to allow just the technician's requests?
Next Page