Information stripped out of email
Hello, I have recently had several examples of where a customer has emailed in with pasted information from another website or a word document. The email arrives ok into Gmail but when SD+ picks the call up, some of the information has been stripped out of the call. I assume that this is something to do with the formatting however I cannot ask external members to submit their queries making sure they have used "paste special" and removed the formatting. Are there any known problems regarding this
IE10 Field Sorting
I haven't tested this on Win 8, but in IE10 on Win 7 (which is now in general availability) the sort order in some of the drop-downs (category is one) is incorrect. I seem to remember the same problem happening when a prior version of IE was first released. Hopefully an easy (and quick) fix. Thanks, James
The new improved change mgmt, release date.
Hi, Is the Tentative Schedule for the new improved change management still scheduled for March 2013 or will it be put to a later date? Or will it be released together with the new project management module in 8.2? Thank you in advance. best regards Markus
Cannot Login via LDAP authentication
Hi, I am using LDAP authentication and LDAP server type is "Microsoft Active Directory" and work fine. Recently we have changed the Microsoft AD structure and move some accounts to another container. After that, we found those moved accounts cannot login the ServiceDesk even import the accounts again. Thanks a lot. Cheers, Max
Custom Form Fields Specific To Request Template
AdventNet is on the right track with request templates, but could be benefited from adding the ability to display certain form fields for input based on the type of request. The default, built-in, "New Joinee" request template is a good example of this. When you select the "New Joinee" template, the "DESCRIPTION" of the request is populated with specific text to this type of request. Instead of custom text in the DESCRIPTION along the lines of: Employee Name : Employee Title : Date of Birth : E-nail
Is it possible to set default rate score in satisfaction survey?
Hi, My manager, he asked me about default rate score in survey. He want to set it as Excellent. So is it possible to do that? Thank you, Sakarin
Options link not showing on login page
Hi, We have an intermittent problem whereby the 'Options' link (the one that allows you to switch between Domains or to use Local Authentication) on the login screen disappears. Sometimes it is there and can be used correctly. Other times it just disappears. We are using a mixture of browsers, but mainly IE 8 and Firefox 5.0. I've tried restarting the services on the server, but this does not help. Sometimes what seems to work is to clear all cached data from the browser (history, cookies etc.),
Servlet API and additional fields
Hello! I use service desk plus (8.1.0 Build 8114). I update requester information through Servlet API. I change only one field (for example, phone). I don’t use other fields. After editing, phone is changed. Values of other standard fields are not changed. It’s very convenient. But values of additional fields are changed to empty values… Can you change this in new versions? Thanks in advance
how to move archived requests from archived requests list to active list?
I got a problem some opened requests were moved from active list to archived list, how can I move backwards?
How to export from helpdesk customizer
I need to export my whole list from SD plus of all the Categories>subcategories>items from Helpdesk customizer so i can see every item but can only see an import option not export
Change Request Report with Notes
I need a Report for Change Requests with the following fields: Change ID, Title, Requested by, Technician, Priority, Change Status, Vendor Technician, last 2 Notes Added I would like it Grouped by Technician if possible. I can get a report out without the Notes but come unstuck with the Notes.
Remote Control by Agent with IP Address
Is it possible for the Remote control by agent to try to connect by the computr IP address instead of the comptuer name? When I change the name in service desk to the IP address I am able to connect.
Asset troubleshooting page
Hello. On the asset troubleshooting page (/FailedWsListView.do) I can choose to show maximum 50 assets per page. Can you change maximum value, set it 250 as on other pages or 500... We have about ~500 assets in troubleshooting and it is very annoying to jump forward-backward, Thank you,
Group by <column_index>
Hi, In Reports is written: "Group by : Query statement ends with group by <column_index>" What is mean with coulmn_index? BR, userah
PO Header Change
We are looking at using the Purchase Module but the the PO should reflect the subsidiary of the company. If I change the Organization Details (Admin>>Organization Details under Helpdesk Block) to that of the subsidiary, will that cause any issues with how the other modules run?
Feature Request - Business Rules
Hi Support We would like to have the Business Rule run while you are creating the ticket not just after submission, for example; · Would like the system to show on the screen when an analyst enters a VIP or White-glove list requester, a note would pop-up and indicate to the Analyst they need to escalate the request or perform a specific task · Based on the site of the Requester and the CSI chosen, a Group will automatically be chosen · If the answer to question "Does a Deskside Technician
Customizing Service Desk
I was wondering... is there a way to customize the log-in page of ServiceDesk? As in, add a link on the log-in page so that a user can request an ID and password, etc? Please let me know! Emily
XLS Template for scheduled query reports
We are currently running a scheduled query report that e-mails the results in xls format. We would like to be able to specify formating options for the xls file such as column width. Is there any way of specify a template file? Or are there formating commands for the export to xls?
Problem with fetching mail
Hi! Today we started to get this mail and the fetched mail just disapear from the inbox and there is no sign of any ticket in sdp Any tips on how to solve it or point in the right direction would be nice. For now we have stopped the mail fetching and doing it manually. Product Name : ManageEngine ServiceDesk Plus Build No. : 8121 System Error Notification Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing
Work Log Sporadicly does not work - No display and entry not allowed...
I am interested in knowing if thereis a way to get around this issue... Work Log most often does not work - No display and entry/edit is not allowed... I can use resolution to add a work log, but cannot see or edit entries; is there any setting that may make a difference? I have tried Exploreer, Firefox and Chrome and still have this issue... Thanks! James E. Satterthwaite
Notification by Mail
Hi when we receive a mail from any customer, we need to send the customer a notification of assignement to the specific group member but we couldnt find any settings or options. Could you please suggest anything? Thanks Riccardo
How to add "Purchase Order No." information in asset report
Hi, I am using this query to generate a asset report ( in use workstation report with many informations ) : SELECT MAX(deptDef.DEPTNAME) "Department",MAX(workstation.WORKSTATIONNAME) "Workstation",MAX(workstation.MANUFACTURER) "Manufacturer",MAX(workstation.MODEL) "Model",MAX(state.DISPLAYSTATE) "Asset State",MAX(workstation.LOGGEDUSER) "Last Logged In User",MAX(osInfo.OSNAME) "OS",MAX(deptDef.DEPTNAME) "Department",MAX(workstation.SERVICETAG) "Service Tag" FROM SystemInfo workstation LEFT JOIN
Report Issue - grouping calls together
I was trying to create a report that showed all the open calls for a particular subcategory, in particular all the work log notes. I have the query below which gives me all the information that I need: SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",wotodesc.FULLDESCRIPTION "Description",pd.PRIORITYNAME "Priority",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.DUEBYTIME) "DueBy Time",rc.DESCRIPTION "Updates" ,wo.TIMESPENTONREQ/3600000
Enable remote control
Hello How do I enable remote control, and, since I enabled in Admin> Discovery. A full scan, however not enable the remote control to the stations. thank you
domain name changed
Hi, There is a question. Service Desk is working with a specific domain name and it's clients on it. Now I want to create a new domain with those same client which were in previous domain. If the client's domain change , that client cannot see his previous tickets. Is there any way that client still can see his previous tickets in the new domain from service desk which is with another domain name ? Best Regards
Groups gets reset to none when bulk editing requests site
When we bulk edit requests and move them to a different location the group field gets reset to none. The bulk edit suggests that this won't happen because the group field is set to 'leave as it is'. We recently updated to version 8.1 Build 8121.
Managing the software maintenance
Hi all, I need your input (way to proceed) on the way to manage the Software Maintenance. Example: Adobe Acrobat Pro offer maintenance plan (support plan) in order to have the rights to upgrade the software and have access to the support. I currently processed this way: -We have a "Product Type" called "Software Maintenance" -Software Maintenance: Type Component / Category: IT -I call the maintenance like this: Adobe Acrobat - Maintenance -When I close the PO (receive Item) it create Asset -I change
purchasing Microsoft OVS licences, question about CAL and server licenses
hi i have always used the purchasing module to purchase licensing and this is how i have done it in the past (btw am running version 8117) 1) for officepro plus licensing i selected the office 2010 professional software (as you need to select scanned sotware from the dropdown list when creating new software item) when creating the item 2) once purchased i received the licenses 3) did same for server licensing i have a feeling that this is not the correct way of doing this what is the best
report including incident costs
we would like to use the field Incident costs from the work login the reports but We cannot see it. is it possible ?
Requests closed by requester will have the "Closed without requester's acknowledgment?
Hi there, during testing, let's say everything goes as normal. The technician fill in a resolution and set the status as Resolved. The requester will open up the resolved request and click the Close button at the top (same area as Reopen/Actions/Reply). When that's done, under Request Closure Details, there's a message saying "Closed without requester's acknowledgement" Is this expected? Should any request closed by requester themselves have the message as "Closed with user acknowledgment" or something
Security issues raised about the servicedesk server during a security audit of our servers...
Hi all, We recently have gone through a security audit that included a security scan. During the scan it was brought to our attention that the servicedesk server has two security vulnerabilities. Both of these vulnerabilities seem to be directly related to service desk. Issue # 1 - Web Server Uses Plain-Text Form Based Authentication - THREAT: The Web server uses plain-text form based authentication. A web page exists on the target host which uses an HTML login form. This data is sent from the
Send Notification Failed
Good afternoon. When I reply to an incident shows the following error: Send Notification Failed ("Error al enviar la notificación") I use Exchange 2007. Before working properly, but the problem appeared since Saturday because I had to restart the Exchange server. Thanks
Apache Tomcat/5.0.28 Error Report
When I clicked the link to approve a request, the following error message appeared: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345) com.adventnet.servicedesk.helpdesk.util.ApprovalUtil.updateApprovalDetails(ApprovalUtil.java:322)
Module provided in the request is not supported
Hello! I use REST API in service desk plus and have 2 questions: Question 1 I send command: http://hd-test.ds.local:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXX Response: <operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation> Where is mistake? Question 2 Can I get department list through service desk API? Thanks in advance!
Attachment image in report
it is possible to add attached image from email column into new query report?
When searching for solutions, subject title doesn't display in full
Hi there, Another issue here. When a requester search for any solutions entry, the title doesn't display in full: This won't look good considering we will add various knowledge base. Example: Suppose we have 2 entries with a long and similar name such as - Connecting to the Company's Outlook Web System from off-site using Microsoft Outlook - Connecting to the Company's Outlook Web System from off-site using Internet Explorer What they probably see is 2 entries with the same title: Connecting to the
Ipad mobile service desk plus app
Yesterday there was an update on my ipad for the ME service desk plus app. Since the update the app will not launch. Is there an issue with the app now? Should I not update my iPhone if the App Store wants me to as well?
When requester searching for asset to be attached on new request page, [All Sites] shows nothing.
Hi there, SDP 8.1.0 Build 8123 Scenario: A requester filling in the form and try to choose from the list of assets. When the following is set: Type of assets: All Assets Site: All Sites Nothing is listed. Only if they select the appropriate site then all assets of that site will be shown. This does not happen when from a technician view. This behavior is consistent between Firefox 18.0.2 and IE 9. Anyone else have this issue?
Can technician be notified when someone finishes a survey?
Hi there, As the subject says. Can we (technicians) get notified if there's a survey is submitted? We just found out that some people submitted surveys with some suggestions and only realized that when we're changing some survey settings.
Select Option When Sending an Announcement
Hi Actually im using SDP Enterprise v 8105, and when i need to send an announcement it could be easier to select from an user list instead of writting the complete email direction of each. This is, beacause sometimes i need to send some information to all the users and i have 3600 IT users and it is kind of complicated. So in my case/situation will be great if you made this happen. Thanks!
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