Unable to Send email
We are unable to send email through ServiceDesk 8.0. We have been using this feature successfully for 3 years and it stopped working a couple of hours ago. I have rebooted the server. Verified that the service account is not locked out and restarted fetching several times. The error in the log is listed below. Does anyone have any ideas? Thank you for your help, Leslie 16:58:50:412]|[01-27-2012]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[47]|: Error code : 18013| [16:58:50:412]|[01-27-2012]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[47]|:
Requestor versus Technicnian
What tables are the technician and requestor ID's located? I'm trying to show both the technician and the requestor names in my Crystal Report. I have a database map that has WorkOrderStates.ownerid and requestor_fields.userid going to sduser.userid. Thanks
Importing Incident Templates and Service Categories
Hi All I have just configured a new service desk with all of the Service categories and templates that I require, What I need to do now is import these into the old version of the service desk (same build) so I have the old incident requests and the new templates/service categories on the same Service Desk. Is there any way that this can be done? Cheers Matt
Changing Logon Name for Technicians
Is there any way to change the logon name of a technician (ad) I know this can be done as regular requester but i cant find anything for technician? Were moving users from a old domain to a new domain and we want to ensure their history is kept with their account. I know for users that have the same first.lastname in the old domain (new domain is also first.lastname) it's works fine But on another domain were user names are flastname, it does not overide with the new first.lastname credentials
turkish languages
Hi, I'm using ServiceDesk product. I want to change some words in Turkish language. which need to edit the file?
Manage Engine Service Keep Restarting
Hi I am Using Servicedesk plus version 7.5 hotfix 7504 installed on windows 2003 enterprise edition service pack 2, the manage engine services keep restarting & i cannot using the application. i checked the event viewer log & i found the following error there may be a configuration problem : please check the logs
Access the mobile client via a blackberry
Big issue when accessing the mobile client via a blackberry... When I select the domain OR click "Is AD auth" radio button the LOGIN button underneath dissapears!!
Cannot Delete Groups.
Version 7602 Test environment. Trying to reconfigure how our groups are laid out. Prior to the introduction of sites in SDP we had to create groups corresponding to each site and assign technicians accordingly. i.e. Support - Site1 Support - Site2 Now since Sites have been introduced to SDP the result looks something like this: Support - Site1, Site1 Support - Siet1, Site2 Support - Site2, Site1 Support - Site2, Site2 As you can see this can be administrator hell when trying to assign technicians
Reminder - no Incident Reference
If a reminder is assigned to a request, when a reminder email is sent, there is no reference to the request. Can this functionality be added to the Notification Rules to be able to amend the default reminder template. Thanks in advance.
User Groups only available to SDAdmin Role
Hello, I have about 10 sites across Europe with 20 Technicians. I want the technicians to be able to use User Groups when sending out Announcements or creating new Solutions. This is only available if the Technician has the built-in SDAdmin role assigned to them. Please can you make this an option for creating roles. Also, is possible to quickly view which user groups can see which Solutions with out having to edit each solution which can be very time consuming if you have several hundred. Thanks
how to send requests to the related technician?
To whom it may concern There is a question that I have I import my requester from Domain Controller for example name as"C" In Admin --> Requester --> Edit --> Department Details: I set For example: Site = "A" and Department Name = "B" And in --> Log in Details: Domain = "C" Also I associated the technician to site "A" and the technician's Domain is "C" I want to know how request from this requester can automatically detect it's technician and send hisher requests to the associated technician.
New Incident Drop Down Categories
Hi I am using Service Desk Plus 8.0.0 Build 8022 I am using this to create new templates for the implementation of a new IT helpdesk at our company. For this I have created many Categories and Sub Categories with many, many templates. However due to the amount of templates, the 'New incident' drop down in the top left corner is unable to show all of the templates without the user having to scroll down the screen. I noticed that before I made changes to the service desk that in the 'New Incident'
Importing Data from Track-IT
Hi, I'm migrating one of our offices over to Service Desk Plus, they have been using Numara's Track-IT for several years, but wish for the following data to be migrated across... Knowledge base Existing Requests Historical Requests Reports Track-IT is using MS SQL database, and we are currently using SDP with a MYSQL database.
Is there a way to export my category, subcategory and items from ServiceDesk Plus?
I am preparing to revise ServiceDesk and would like to do so painlessly.
Set default domain value, web login
Hi Where do I set default domain value, web login? now is the default value "chose a domain"
Can someone provide information on the integration of SDPlus and DC 8 with Software Deployment?
Would like to see how the Software Deployment integration with Desktop Central and ServiceDesk Plus work together in ServiceDesk Plus. Currently we own both products as well as OpManager. I want to see how the software deployment works in ServiceDesk integrated with DC. If it adds value we will upgrade our license to the Enterprise License model. Regards, Customer
Service HelpDesk 8.0 executable is currapt
Service Help Desk 8.0 trial does not work. I download the Installation EXE file but when trying to install it, it throws 'The contet of this file cannot be unpaced. The executable that you are attempting to run is currpted. I tried downloading file 3 times and got the same error. Can you please provide the working executable?
requests and tasks in ONE overview
Hello It would be VERY helpful for us to have an additional view (for instance in the 'Home' View) with my requests AND my tasks in ONE view. This would allow the technician to get an overview with his requests an tasks for better organising. Thanks
Custom Field Reports
What table are user created custom fields located in? I'm performing reporting using Crystal Reports and need to capture a Responded Date field that I captured. Also, is there a field I can report on to capture the date and time that the request was placed in a Resolved status before being closed?
Add Font type on Helpdesk - Notification Rules
Hi as our company has an own font type (used for every internal communication), would be nice have the possibility to add it also on SD+. Is there any possibility to do this? thanks
Linking Desktop Central to SDP
Hello I've recently installed Desktop Central free edition in our network. It works fine. Yesterday I've installed Servicedesk Pro (free edition) in our network. I've managed to link Desktop Central with ServiceDesk Plus. I am able to deploy software from SDP. I was able to connect the SDP to the Desktop Central Server. But when I want to enable Log Help Desk requests and alerts as tickets I need to fill in an authentication key. In the instructions I need to create a new role in the SDP and add
My noobish list of long outstanding but most annoying SDP bugs
Hey guys, I've decided to make a thread out of it, in the hope something gets done about these. Developing new functionality is one thing, finetuning is another thing. I encourage everyone that has such issues over time, to use this thread to add your most irritating bugs inhere. There is one catch however, your bug must have been long enough here that is spans multiple versions already: for example a irritating bug that's in since patch 8.0 build 8015 or even longer. Be sure to check out https://servicedeskplus.wiki.zoho.com/SDP-Known-Issues.html#Purchase%20&%20Contracts%20Module for
API to retrieve ticket information and send it to external system
Hi, Our company is currently using SD Plus as our ticketing system, and we would like to somehow pass ticket information (Creation, workflog, commenting or any update) to an external system using web services (preferably) or any other form of communication protocols. From the statement in http://forums.manageengine.com/topic/servicedesk-plus-api-16-1-2010 As of now, you will be able to only submit information to ServiceDesk Plus and we doesn't support querying or requesting information from the application
Is there a limit to the request ID number?
Just curious, is there a max number that the request ID goes up to?
New Incident drop down Sub Categories
Hi, I am using Service Desk Plus. I currently am creating a number of templates to be used on a new helpdesk system that we are implementing. However due to the number of new templates created the "new incident" dropdown in the top left of the screen is now not able to show all of the templates without having to scroll down the page. On the orignal install of the service desk I noticed that there are categories and subcategories in the 'new incident' dropdown. Is there any way of me segregating
How to make a Technician a Purchase Order Approver?
Hi, We are using version 7605. I want to make a Technician to be an approver of Purchase Orders. I can do this for Requesters, but can't see any option to be able to do this for a Technician. How is this done? Thanks Paul
problem with Assets
Hi all, I have problem with Assets. We have domain structure in network. A lot of computers In Computer Organization Unit of mydomain. But half of them inactive last half year or more, e.g. PC’s owner left the company or PC has new name and IP. So during scanning my domain – AdventNet Plus hangs and cant doing on scanning ( I think, the reason that a lot PCs switched off or non exist). So how can i configure to scan quickly and only online PCs? The problems is that i can't see all my exist PCs
Not to view all tasks by all the technicians
Dear all When a technician adds a new task in his/her home tab in service desk the task can be viewed by all the other technicians when they click on "Show all" . I want to know Is there any way to make some tasks private which can be viewed by the technician who has created the task? Thanks in Advance Negin
How to link one service catalog filed with Active directory
Hi all, I wanna ask please about link a service catalog filed (drop down list) with AD that should retrieve all names there. please let me know if there is a way to do that . thanks a lot
How to disable Category and sub-category while enable item field?
Hi, I believe that if i would like to setup "Requester can set" item fields, category and sub-category will have to enable "Requester can set" as well. Is there any way to keep item fields "Requester can set" and "Requester can view" for category and sub-category? The reason is after user select incident template, they will change category and sub-category again because fields is show to them and they will think they have to choose. this can mess report and item will change to that worng category.
Cant remove approvers from stage
If i add one approver to approve stage, and then i want to remove or change it, i cant. 1. I add one approver to first stage. Save. 2. I remove, and add another approver. Save 3. Referesh. 4. I see both approvers again. Why? SDP 8.1 beta.
How do I change an asset from a Server to Workstation?
I have not found the reverse process, I went to Admin> Asset Management> Product, notebook is selected, but still appears in the server inventory tab. Can you help?
SQL 2008 R2
Will the latest version of servicedesk work with sql 2008 r2?
Servicedesk plus https SSL cert
Hi I am trying to configurate SD with https. I have change port with changeWebServerPort.bat, and I have run after the instruction http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 But I do not manage to get the SSL cert to work, when I go with my webbrowser against SD, I get certicicate error.
Organize request by "Last time updated"
This is another feature alot of other help-desk apps have that I feel is missing in service desk plus. Currently when I am looking at all the open request I can organize them by Priority, ID, Subject, Requester Name, Assigned To....etc. One option that is missing is to group them by the last time the request was updated rather that be a note added, e-mail, task added or some other action. This will open me quickly see what request have been untouched for awhile by my techs. I have seen others
How to make the field "Name" in the "Requester Details" inactive
How to prevent make nonsense in the "Name" in the "Requester Details" and allow only the names of the Active Directory? For example, how to make this field inactive, allowing the selection of only the Active Directory ? Thank you.
Device Scanning
Hi , Does we scan Thinclient in Servicedesk Plus & how it works. Regards, Vaishali
Issue with approval stages
I submit for approvals (SDP 8.1 beta). I create two stages. first stage status is "Pending approval". second stage status is "to be sent". When the first stage is approved, request approval status changes to "to be sent". After that second stage approval status must be changed from "To be send" to "Pending approval", but it doesn't. Can you explain why does it happen? Mail notification system is working.
How to disable "Change Template" in incident template
hi, Is there anyway to disable "Change Template" in incident template?
Parse e-mail format
Hello, quick question on desired operation. Just testing the e-mail parse function. When a request is generated this way, should the parse data show up in the request description as @@DATA=value@@. The subject was parsed without the @SDP@ appearing in the request name, but I have the text @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects Group@@ @@GROUP=Printer@@ appearing
Next Page