SLA in Service Catalog
Dear all For SLA In Service Catalog we have to set it separately from Incident. But there is a question that I have! For example when I set the SLA for one template , in workflow I set the SLA to Low. When that requests arises and the priority of request on that time is Medium,if the technician changes the priority from Low to Medium the response time does not change.just the status changes to Medium.why ? What is the difference between the SLA in workflow and priority in each template. As I understood
Change Management Problems
I am part of a system administrator team responsible for applying updates to our server farm. Each server is categorized as QA or Production. Our normal cycle is to apply OS updates to QA; allow application owners (people we have made responsible for QA testing - Change Advisory Board in Service Desk) to test the applications on the QA systems to confirm the updates did not break anything; then have the application owner approve the OS updates (changes, if you will) for installation to our production
Change Notification
Hello, I have a question about the notification when a new change is created. Now, when a new change is opened, a mail is always sent to some users. Is it possible to send the mail only according to some properties of the change? For example, when the change is opened by a spefic group or when the change has high priority…. Thanks
Asset information on request details
Hello, Is it possible to show more information about the asset on the request details ? Like product type, product model... Regards, Pere.
can not select warranty expiry date on custom report
Hi, I ‘am using Servicedesk plus version 8100. I need to build a simple report listing printers including the column warranty expiry date. When building a custom report for product type printers, the column warranty expiry Date is not available ?
8109 Hotfix Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issue fixed in this hotfix: SD-46525: The description and the conversation getting displayed as question mark for contents other than English characters in request module. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Note for users who were in build
announcements
Dear all I have created an announcement and I Insert Web Link to Solution tab from announcement Because I had an attach file which I wanted Users to See that Attach file and I cant Attach a file from announcement field so I attached the file in solution and I refer it from announcement to solution , but there is a problem ,while a user clicks on "Web Link" it opens a new window of service desk web server and it requires username and password again, after he inserts his username and password it goes
ability to view assigned asset when clicking on Requester Details within a request
Currently you can view information about the requester when clicking on the name of the Requester in a work order. I know we can fields, however it would be nice to see the associated asset when viewing those details, without having to go to the Workstation screen.
Approval email not sending
I have a template in the Service Catalog with one of the fields "Select Aprrovers". When selecting $DEPT_HEAD$ it doesn't send any automatic approval emails when the request is raised, despite the Department Head being specified in the Department Head field in the Departments section. Why is this not working?
Service pack 8108 problem
With the release of service pack 8108 problem with the Russians requesters remained. In the field "Name" in Requester Details can write only in Latin. When you write "Name" in Russian and then push "Add Request", the error "the requester name does not exist..."
I have a problem with Russian font when i read the Request (Build 8108)
I have a problem (Build 8108) with Russian font when i read the Request. Instead, the Russian text, I see the following text (????????? ?????? 123 ????456????). I tried different fonts and encoding. Please advise how to read the message? Thanks.
Disposed Assets and Software Licenses
When the state of an asset is changed to 'Disposed', it seems that the managed software licences associated with that asset are not released for reassignment, i.e. they're still listed under the 'Software' tab for that asset. Yet if I change the status of the asset to 'In Store' or 'In Use', it appears under the 'Software Licenses' waiting for a licence to be allocated. Therefore I am confused as to why the asset retains the software information if it has actually released the licence for reassignment?
Error HTTP 503 when creating new incident
Hello, When we select any option in "Request Catalog" (New incident, Request a software installation...) we get the following error: HTTP Status 503 - Servlet org.apache.jsp.workorder.WorkOrder_jsp is currently unavailable type Status report message Servlet org.apache.jsp.workorder.WorkOrder_jsp is currently unavailable description The requested service (Servlet org.apache.jsp.workorder.WorkOrder_jsp is currently unavailable) is not currently available. Our version is 8.1.0 Build 8107. Other options
dynamic menus in IE9
Hello, sometimes, the dynamic menus will not disappear when you take the mouse away. and you must take the mouse over the menu again to get it to disappear. I've tested it with Google Chrome. same problem. It is not essential for the operation. but in the long term, really annoying. do you know what to do ?
Mandatory fields in resources
Currently, SDP does not allow enforcement of selection of resources. If I create a form to which I add resources, the user can submit the ticket without selecting any options in the resource list. That makes the use of resources somewhat redundant. If we create a resource list asking (e.g.) that a user select the software they require to be installed on a PC, we must be able to ensure that the user selects at least one of the options. It is the resource that should be mandatory requiring a
Service Desk Online Beta
Could I please request for the beta.servicedeskplus.com to be upgraded to 8108 (from 8100) so that I can see the new Task features. Thanks, Andrew.
Add on Project Management for SDP Professional
Hi, Will any cost or free will? Do you have to install every time you update the version of SDP? Thanks a lot! Mauricio
unable to start servicedesk after upgrade
Hello, We are unable to start servicedesk after we upgraded from build 8106 to 8108. It runs all the modules but when it gets to "Application layer started" it's unable to continue. From this point its only periods (......) that are displayed. Kindly help resolve this issue. Regards
Error I got when I started manually on run.bat
Help from this problem
Tickets Report Unassigned
How I can get a report that tells me how long you were a ticket without being assigned to a technician? and how many times had to be reassigned a ticket? Thanks, Mauricio Fuentes
Report Request - unassigned requests
Hi, I need to create a report to show all open requests, that have been open for at least 8 hours and that have not been assigned to a technician. The results need to be grouped by 'group'. Any help would be much appreciated. Thanks.
connect to RDP through VPN
i have service desk plus install and from my office everything seems to work fine, the problem is when i get out my office and connect there through my VPN then the remote admin does not work showing me a message "could not connect, Reconecting" but nothin happens, Can you help me?, Regards
User login problem
We installed ServiceDesk, added 5 local technicians. Then re migrated Active Directory, since doing so it seems to be causing problems for the technicians to login, I had to try local authentication about 50 times before it logged me in. Also it is not saving the technicians domain, I save the domain, it reverts back to "none" This is not the only place it is not saving, in forms too I make changes, save, it looks fine then come back and it has reverted the changes. We use asset explorer and it was
Report not visible
Hi, I have created a new report with a customized query in the Corporate IT part. The results of the report are ok. However, this report is not available for the rest of the people. They don't show it in the reports tab. I'am as a administrator role so I dont know which is the permissión which regulate this. Any idea? I paste the query. Maybe is missing something that is related with that. SELECT solution.solutionid 'Solutionid' , KB_Topics.TOPICNAME ' Topic',Solution.TITLE 'Subject ',Creator.FIRST_NAME
Import of service offerings into the Service Catalog in SD+
HI, I would like to know if I could import service offerings into the Service Catalog in SD+, instead of creating them one by one. I was thinking of some way via a csv file, let's say. Is that possible? I'm talking about the latest version of SD+, Enterprise edition. Thanks, Dimitar
After upgrade 8108 Russian descriptions ot requests displayed by signs "???????"
Hello. After upgrade ServiceDesk to buid 8108, descritions of all request displaed by signs "????" It was OK With biud 8107. Can you help me? P.S.: Description of requests in Russian.
Roles in SDP
Dear all There is a question that I have, Here is an example that what i need I have 5 Technicians : T1, T2, T3, T4, T5 All of them work in one site. I have not defined any Sites because they are all work in one company. T1 wants to see all the requests assign to himself and T2 T3 wants to see all the requests assign to himself and T4,T5 but T1 and T3 don't want to see each others requests In Admin-->Roles There are only 4options(All, All in associated sited, All in group & assigned to him, assigned
8108 Hotfix Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8108: SD-45844:In requester auto complete available in 'New Request' form, the required requester cannot be selected by using up/down arrow. SD-44680: When a note has a double quote ("), then editing such a note will always open the previously edited note in the request details section. SD-46244: When a conversation(received
URL does not work with name
Dear all There is a problem that I have. When I type the URL of ServiceDesk from other computer it does resolve but with IP is Ok? What is the problem and what should I do ? Regards NeginUR
Technician Notifications
Currently, email notification is only sent to a group when a new ticket is submitted It is not appropriate for someone in, say, the Linux Admin group, to assign an existing ticket to a technician in, say, the Windows Admin group since that Linux admin does not necessarily know who in the Windows Admin group is most appropriate to process the ticket. Hence there is a need to be able to automatically send an email to a group when an existing ticket is assigned to a group. Suggest that you amend
cannot delete site
Hi, I am trying to delete a site, but get the following error: FAILURE :Site is being used by a module. Hence cannot delete it. I cannot find the association with the site anywhere. Here is the log file entry with the errors within: Caused by: java.sql.SQLException: The DELETE statement conflicted with the REFERENCE constraint "WorkOrder_FK4". The conflict occurred in database "servicedesk", table "dbo.WorkOrder", column 'DEPTID'. at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1042)
Requesters can't se their reported incidents
I recently erased all of the requesters from inside SD+ and then re-imported the users from our Active Directory. Now my requesters no longer can view their earlier reported incidents. They don't have any rights to open them. What can I do to fix this? I use SD+ 8.1.0 Build 8105 and SQL 2005
Date custom field
We have a custom date field in our assets for Date Modified. Is there a way for this to automatically put in the current date when someone edits an asset?
Update issues SDP 8100
Hi. We now update our SDP distrib (OS linux without X server) from 7605 to latest build. To do this we sequentially applied service packs as described by http://www.manageengine.com/products/service-desk/migration-sequence.html. The latest successful update was from 8000 to 8027. Update from 8027 to 8100 fails with errors. First of them are identical. 24.05.2012 9:50:30 [SYSERR] [INFO] : com.adventnet.persistence.DataAccessException: [ViewConfiguration_PIDX] Exception occured while inserting rows
request email - can not send replay
I have a problem with request emails. Some times images are not processed correctly. They are shown as broken link in the request and it is not possible to send a replay. In the logs I fund these lines: Inside extractAttachments...| filename in extractAttachments : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= Unrecognised Attachment : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= java.io.FileNotFoundException: ..inlineimagesWorkOrder509520.jpg?= (The filename, directory
Possible bug on CMDB configuration for BUSINESS service
Hello, Even though SITE appears as a default field when adding a new Business Service it does not let you choose one, it does not show.
Asset Agent does not start
Hi, Trying to install the asset agent manually on my laptop, but the service fails to start. Keeps giving me: "The Manageengine AssetExlporer Agent Service on local computer started and then stopped. Some services stop automatically if they are not in use by other services or programs." Helpdesk Version 8.0.0 Build 8026 I am running windows 7 64bit. I have already tried uninstalling, re-installing. Uninstall, reboot, then re-install. And re-created agents each time from helpdesk interface.
Report tickets by Site
I have created a simple report to display tickets by Site, but how do I make it so its ordered by closed tickets. I have the query below: SELECT std.STATUSNAME "Request Status",sdo.NAME "Site",wo.WORKORDERID "Request ID" FROM WorkOrder wo LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (wo.ISPARENT=1)
SQL Problem
please tell me why i can't add Tabele in Service Desk MySql ?
Business Rules and Sites
I'm sure you're working on a fix to make it easier to manage Business Rules and other site-specific settings. If the site setup and copying of rules functionality is to remain the same, I would suggest adding a new selection box in all of these site-specific settings' setup pages that allows choosing to which sites any new rule should apply. This would work much like how assigning sites to technicians currently operates. It would make adding a Business Rule that needs to be in all sites much easier.
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