Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Issues that has been went in this Hotfix [8020] http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Issue Fixed in 8020 (Released on: 29tht November,
Email fetch problem and system not recovered after a service restart
Hi Over the last 3/4 days we have noticed that the mail fetch process in SD has been stopping regularly. We have also noticed that the ID numbers being assigned to cases are sometimes not in consecutive order in relation to when the emails were fetched. As I result I decided to restart the service about 1 hour ago. It has not recovered. The service is listening (i.e. the web browser connects but never loads a page). I've tried stopping the service and running run.bat from the command line:
Using Task Template in Incident Templates
In creating Incident Templates, you can add tasks that are related to the incident resolution. However the created tasks in the task template cannot be used. We have to create the same tasks when we create incident templates. It will be better if we can select tasks from the existing task templates in creating incident templates so we won't have to redo the tasks which we have already created in task template
Few Questions for SupportDesk Plus
1. How can I make the automatic request approval?When I want to close the incident, my company requires the approval from supervisor. Sometimes SDAdmin closes without approval and it cause some problem. Can I configure the SD so every incident cannot be closed/resolved without approval? And, Can I designate the supervisor so I don't have to write the super's address every time when I need the approval. (Like Change process & CAB) 2. Can I configure that SD sends the e-mail to requester and tech
Help understanding feature requests
Hello. I'm having difficulty trying to recreate/understand these feature requests. I tried to do a search on the forum on the ID to see if there is a thread I could follow, but none of them could be found. Please help: 1.) SD-39221: For the fields which are marked for the requester not to view, and in the Requester login, the fields value is greater than 22 characters, the value is shown has been fixed. Question: Which field needs to be greater than 22 characters? The Requester's name? Or if any
Self Service Portal layout
I'm confused about the Self Service Portal. We have some documentation from when the system was installed (Jan 2010) with a screenshot of the SSP - it looks exactly like the one in the demo page on the ManageEngine site - http://www.manageengine.com/products/service-desk/self-service-portal.html?index You can see that there is an 'New Request' option, and the 'Announcements' are at the bottom. However, if I log on to our system as a 'requester', I see a different screen - see attachment.
Technician already exist
trying to add a technician however, it says it already exist. I don't see the technician on the list... how do I fix this problem? Thanks
request deletion problem
Hi, i am using ManageEngine ServiceDesk Plus 8.0.0, what happened is that by mistake i deleted few requests which i was not suppose to is there a way they can be restored ? or they are completely removed from database? Thanks, NEHA
Mail Sending Failed
When I'm trying to forward request I'm getting an error: Exception while trying to send notification for Request ID : 31 Mail sending failed. But trying to do it with another Request with the same e-mail is succesful... Whar can be wrong? Where are no Firewalls or antivirus protection that can cause it Here is serverout.log [14:02:56:223]|[03-03-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[25]|: Exception while trying to send notification for Request ID : 31|com.adventnet.servicedesk.ServiceDeskException:
Historic
Hi Can I chose to "do not show historic for the requester" in the web form?
Incident templates not assigning to site/group
Hi, we have a few webforms which are set to go to a site: 'IT Ops' and also a Tech Group 'IT Ops'. When users use certain forms, these don't assign automatically. Has anyone come across this before? And if so how to fix? Thanks Neil
Forefront Client Security not detected by a system scan?
We are running Microsoft Forefront Client Security; the asset scan does not detect the installation of it. The system does however detect the Forefront Client Security Beta "Stirling" that were installed on some systems. Microsoft Forefront Client Security is pushed via the network along with Microsoft Operations Manager, Operations manager does get detected via the scan. 1. Is this a known issue? 2. Is there something I can do to get it to include it in a scan? (Your SDP Version : 7.5.0 Build 7506)
SDP Service Crashed!!
Dear Sir, Recently my SDP(8.0.0 build 8013) become very unstable, it already crashed 4 times in the past 2 days. Stop/Start the "ManageEngine ServiceDesk Plus" service can't bring it back on, I need to restart the Windows server to make it work. The msg in the System Event Viewer is "The ManageEngine ServiceDesk Plus service terminated unexpectedly..." Do you know what can I do to troubleshoot this issue? Thanks. Regards, Alan
Conversation responses not recieved by requester
We currently have email fetching and sending enabled. When a request responds (using MS Outlook) to a helpdesk request the conversation is updated and the assigned technician recieves an email (in MS Outlook) containing the contents of the requester's email. However, if the assigned technician responds (using MS Outlook), their email is added to the ticket Conversation, but the requester DOES NOT receive a copy of the response via email from helpdesk. Is there some way to enable this functionality.
SD Plus report scheduling emails
We brought up our DR SD Plus app for the first time in many months and it sent out report emails (with outdated reports) that had met the scheduling requirements. The only way I can see to stop these outgoing email reports is to change Mail Server Settings\Outgoing - Server Name / IP Address details. Is this the best option or is there any other means that could easily achieve this result. Thanks Brenton
Asset from Desktop Central are not being forwarded to Servicedesk Plus
What am I doing wrong? Please advise. Desktop Central Server settings in Servicedesk Plus is properly configured.... and ..... Servicedesk Plus Settings in Desktop Central is properly configured. Please help. Thank you!
Remove 'administrator' as Technician
We have 6 Technician licenses, which we want to assign to Domain Users. This means we need to remove the default 'administrator' as a Technician because it will not be handling incidents but should be used to configure the system. How is this acheivable. Regards Mark
Swedish holidays
Hi Is it eany way to import a ready list for Sweidsh holidays to SD?
Incident report to user
Hi, I'm not sure that can we send report to user about SLA, Response time, resolution time, etc.? To provide summary for user in timely basis and also to show them for technician response.
SQL report on a changed field
Good afternoon, In an effort to help train our helpdesk about the correct way to escalate tickets we have added a custom field "Marked for Review" so that we can run a report and look at tickets that escalated in-correctly. However, in the event the technician later goes back and un-checks this field it doesn't show in the report. So, what we are looking for is a SQL query report that checks to see if that value has ever been changed (UDF_CHAR23) so that if it ever does become unselected it will
Upgrade the Option "Scan Configuration" for Printers, Switches, etc.
I would really enjoy having more available options on your Network Scan, i.e. scan printers: Search for Asset on port: *selective* (i.e. 9100 for HP printer) and do a SNMP request on this IP scan routers: Search for Asset on port: *selective* and do a SNMP request on this IP Therefore the network scan can be minimized as needed. What do you think about this?
Add item to my summary
Hello how can i add a new item to "my summary" - Awaiting approval? (request in status pending approval, not on hold) Or can you include this feature in next release. Thank you.
Deleting a site
I am trying to tidy up the helpdesk so it is more enduser friendly. I require deleting two sites from the list but when I try to do this I get an error message stating that the site is being used by another module and hence cannot be deleted. Any help on rectifying this would be much appreciated. I have already searched all the tickets ever created and none of them have this site listed.
Unable to add a new Site
I'm attempting to create a new Site within ServiceDesk+, but when I attempt to save it gives me the error "FAILURE :Site with same name already exists. Please provide a different value." There is no existing Site with the name I am attempting to use, and I have tried creating Sites with other names as a test and I am unable to create and Sites at all. What could be causing this? My technician account is configured with the SDAdmin Role, and I have tested with another technician with SDAdmin
announcements for different locations or sites
Hi, -Can we make announcements for different locations and different groups ? Regards,
New request from email with field populated
Hi everyone, when SD fetches an email, I'd like SD to populate the fields below for gererateing a new request. How can I do that? Thanks Nick $RequestId $CreatedDate $Site $RequesterName $RequesterMobile $RequesterPhone $RequesterMail Segnalazione: $Category $Item $Description $Technician
Active Directory - Pass Through Authentication
I've enabled the Pass Through, completed fields apart from 'DNS Site' and although when pressing save, it report success, nothing changes, no account is created in AD and login screen stays the same. Suggestions please
Convert Helpdesk back to free version for 1 technician
I no longer need the 2 technicians and want to revert back to free version of product. How do I do this? Cheers Damien
I can not Attach a file as an attachment to the request
Dear Sir/Madam, I can not Attach a file as an attachment to the request after about adding 10 request with attachment files. It show the error "the maximum attached file size is 10MB" and also happens repeatedly after adding about 10 requests in Service-Desk system and I must close the new incident page then open it and finally add the request with the attached file. Please be informed that the attached file is less than 1MB in size and is bout a few KB. Best Regards,
backup and restore data
Hi SDP gurus, I want to ask one question. For instance, i have standard backup copy of SDP v7(Admin-> Backup Scheduling). And need to restore this backup to SDP v8. Is it possible restore data from old version to new one? Both versions use internal MySQL server. thanks, the_script
survey results report
I would like to know how to include the comments from users in the reports I can generate off of the survey results. Thanks
Task not created automatically when request is sent via e-mail
My default incident template has a task associated with it. When users submit requests with that template through ServiceDesk, the task is created as it should be. However, if a user submits a request via e-mail, the task is not created even though the default template appears to have been applied. I am able to manually add the task, but I want every new request that uses the default template to have this particular task. I am unable to create a business rule to accomplish what I want. Can I
Option to remove Due Date
It would be great to have the option to clear out the Due Date for requests.
SLA Flag isn't cleared
The SLA flag isn't cleared when a request has already violated the SLA and it is changed to a "Project". Changing the Priority to "Project" does remothe due date but not the SLA violation status.
Changing requester
This is probably an enhancement request but is it possible to have a business rule that changes the requester when a request comes in? Or even a stored SQL procedure we could execute on a regular interval? Thanks.
UserID, Acitve Directory CN, dont show i view
Hi I have put in active directory sync, that UserID (CN, logon shortname) from Active deirectory imports to ServiceDesk. It working fine, I can se CN in ServiceDesk form and on the requesters form, but the problem is that when I chose it to view in the request view as a column, it not working, its shows nothing. Is requester view sensitiv to swedish charakters? or can´t requester view show fielt that I have created by my self? I can chose it from the requester view, list type.
Prevent assigning requests to technician on Leave
Hi, we tested setting technicians on leave and see if we can assign requests to that technician during this period. Seems the system allows this or I could not find a way to prevent it. is it possible to block assigning requests to a technician that is currently on leave? Tks
Unable to save technician : Login with same name already exists.
I'm trying to add a technician but it's giving me the error above. I don't see the technician under the "technician list" How do I check duplicates? or How to resolve this issue? Please help
Disable requests tab in user view
I would like to disable requests tab from Support Center for users. The only tab which I need is Solutions tab. How can I achieve this? Thanks Britto Sidhan
Open requests
Once you have closed a request, does the request automatically open again when someone forwards an email using the I.D number? If so is there a way stopping this from happening?
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