Sort by number of install software
Why we cannot Sort by a number of installed software, under scanned software?
Business Rule issue?
Hi all, I am getting some requests in about new starters. This is fine but they go to 1 technician and I cannot find the rule that says for service desk to do this. Where should I be looking? thanks Martin
email to requester mapping issues --> multiple email address fields for requester ...
Hello We are working with SD+ 8.0.0 Build 8009 Our requester base has the email address field filled in. When a requester opens a request via email, SD+ automatically maps the request to the correct requester according to the email address which SD+ found in the requester base. So far, so good. Sometimes, we encounter the problem, that a requester sends an email to SD+ using his private email address (we have lots of mobile users) or an alias address. If so, SD+ cannot find the email address in the
MySQL Survey Settings
Hi Support, Good Day! I'm just asking how to change the survey settings satisfaction level scales from level 1-4 and I'm going to changed it from 4-1, by using the back end of your Database Mysql? Thanks Hope to hear you soon.. memels.
Need a Query on MSSQL which have the technician and the group they belong too
I need to have a query om MSSQL which have the technician and the group they belong to
Release 8.1
Any idea when version 8.1 is sheduled? Would be very nice to have the new change management and CMDB. Best regards, Mark
Assets scanning
Hi! Have a problem and a question. 1. I try to scan 2 PCs in the network. Agent installed on both of them. The problem is: only one object in "Workstations" is created for both PCs. And scanning of one of them is overwriting data in the object. What should I do with that? 2. Can I automatically assing newly created PCs in Assets module to multiple sites ... based on AD Domain, for example? Say, every PCs in AD Domain domain1.local is assigned to site "Site1"? Thanks!
Disable PassThrough autentication in SD+
Hi folks, first time here. I'm performing a trial of SD+ and after enabling SSO I'm not able to login again to the app getting a blank screen. Is there any way that I can disable SSO from the database, restart the service and try to login again?. Any way to avoid SSO with the local administrator password?. Thank you. Nicolá
SLA alert problem
Hello, Two of our SDP accounts have the same problem: Sometimes, the SLA violation alert is not seen in the request page although the due by date has past the current time. When we change the due by date manually, the SLA alert red flag comes up. Have you ever seen a bug in the current version 8008 or the earlier versions? A screenshot of the problem is at the attachment. ( Öngörülen çözüm tarihi: due date & Oluşturma Tarihi: created date ) Thank you for your quick reply.
Other Items to manage
As we are using ServiceDesk more and more to manage things at my corporation one question that my boss has is if it is possible to add things like Domain Renewals and SSL Certs that we have purchased and of course require a renewal date. We would really like to manage them in ServiceDesk somehow but contracts doesn't seem to work for this. So I am wondering if this might be something that could be addressed. Thanks much, Joe
Missing Service Catalog in Home View after upgrading from 7611 to 8009
Hi I have installed ServiceDesk Plus v8009 in a Test Invironment, and there I have a Tab in Home View for Service Catalog. This Tab is missing in my upgraded Application. Any suggustions on how to get this? Use MS SQL 2005 Database regards Reidun
Printing Errors with Adobe Acrobat 9 Pro
When I attemp to print a purchase order to a PDF file, the output has been converted to ASCII characters. Anybody know why? Thanks Art
client close request
Hi, I don’t have my mail server settings fill for Incoming mail request (fetch), and I don’t want it to. But in closing rules my clients aren’t receiving e-mail to close requests and I force only clients to close their request. How can I do this? Why after a technician close a request clients doesn’t have a button there to confirm and close the request? Best regards, Henrique Alves.
Requesters to send reminders on their requests
Dear all, How can a requester send a reminder through the system to the technician(s) that they have either waited too long for their requests to be acted on? Or to supply more information without necessarily editing their initial request? Thanks for your insight. Regards, Davis M Onsakia
Responses from requesters
Hi, I am enjoying evaluating ServiceDesk Plus. I think you guys have done an excellent job. I just have one question. Once the requester has entered a request, how does the technician respond with another question or a request for more clarification without it being a Resolution ? Even if the technician does use the resolution as a request for more information, there seems to be no way the requester can then respond to the question the technician has asked ? Does this make sense ?? Thanks, Mark.
SQL Server IP Address Change [Linux]
How would I go about changing the IP Address in ServiceDesk Plus v7.0.0 [build 7018] from the one set during installation to a new address? One additional question, is it compatible with SQL Server 2008? Thanks
SDP - PO - Emails to vendor are not logged in anywhere
Hi, I've noticed that when after the PO is created and approved in SDP, and an email notification was issued to the Vendor, it's not logged anywhere in SDP, so one can't tell if the vendor whenever the vendor was notified and when. I suggest recording the email notification details in the History tab of the same PO for tracking purposes. Thank you, Miron
Saving Attachments - IE9
One of our Techs is currently trialling IE9 and has come across a problem when attempting to download attachments. Basically, a prompt comes up asking if you want to save the file however, this appears to be a background link rather than the filename. From here, you are unable to cancel the request and trying to save the file does nothing. If you change the filename, this will then allow the file to begin saving which fails, but allows you to close the dialog box. We have tried this with numerous
Exception error while updating reminder in SDP build 8008
Hi,When trying to update a reminder in SDP build 8008 I get exception error as quoted below. Please refer to attached screenshots for more information. Thanks Miron HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: [TaskTable] Exception occured while executing the update sql org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Licensing question
Hi, we are interested in Service Desk Plus Professional on a perpetual license with 10 Technicians. However we are concerned that should we need a few more Technician licenses in future (e.g. 5 more), there does not appear to be a way to do this without buying the 20 Technician version of the product. So my question is, is it possible tl get additional Technician licenses only on an existing perpetual license. Thanks.
Request Template
Can anyone help me? How do I delete "DRAG & DROP FIELD" the template already created? Follows a "print" screen where are the "DRAG & DROP FIELD" I want to delete. Thanks.
Can't see Authorization full details
Hi, On the request module, when an authorization is replied, we can't see the full details of it. (screenshoot attached) We need to be able to see the full content of the description. Hope you can help. Regards, Javier
Search functionality in Service Desk Plus
Dear all, I want to search either the content or the description of an incident but I dont seem to have a recourse out of this. I cannot as well see any functionality for 'really' searching other than if you know the incident Id. Any help on how I can go about this? Regards, Davis M Onsakia
Blank screen in Change
Hi There is a technician go to Change-->List View, SDP can't show correct page like the following picture. But Request page is normal. I have already restart the SDP service, the issue still present. Would you please help me to fix the issue? Thanks a lot. Here are java error messages. Error details page User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; Trident/4.0;. NET CLR 2.0.50727;. NET CLR 3.0.4506.2152;. NET CLR 3.5.30729) Time stamp: Thu, 10 Mar 2011 03:19:40 UTC Message:
Can't login after migration to Linux
Hi, We are trying to migrate ServiceDesk Plus from a Windows 2003 server to a Linux server. Steps we followed: 1. Upgraded the Windows server to the latest service pack of ServiceDesk Plus. 2. Backed up the database. 3. Installed ServiceDesk Plus in the Linux server. 4. Upgraded the Linux server to the latest service pack of ServiceDesk Plus (same SP as the Windows server). 5. Recovered the backup in the linux server 6. Started the server with run.sh The application starts correctly, but we can't
Question regarding feature fix in build 8008
Good Morning, I am hoping someone can help me with regards to a fix that was place in build 8008 SD-34286 : Under home tab, number of inbound, overdue,completed requests for this week, last week, month, last month graph is included. (This was available till 7611, and removed in 8.0, is now re-included). If someone could help me with regards to where I can find this graph or how to get it that would be fantastic as I have my manager wanting this graph back. Regards
Approval sequence
May i know if there is an order of approval sequence ?! how i can do that please ? ex : user add request , then the request should be approved from his department manager , after his manager decide " approve or reject " it should going to another manager .... and so on .
Self Service Requester Template
I would like to create a template for the self service portal where the mode is set to self-service and without the option to change. I have tried this using the standard templates but if I make the change on the requester template it also stays with the technicians template. I need the technicians template to be different as this is set to phonecall. Does anyone have any ideas? Thanks.
Notification rules per site
Hello. We have a number of clients who has different needs of notifications. Some of them want notifications when a new request is registered and some does not. We have set up each client as a site and we would like to be able to set up one set of notification rules per site. Now we are using the notification filter to exclude the clients who doesn't want notifications and that gives us problems with notifications to technicians. To sum it up, we would like to be able to set up one set of
Adding multipe servicedesk plus license files
How can I add multiple lincese files that my company had received from ZOHO, for SDP? If I click on the lincese link it just allows for entering one license file and doesn't allow for multiple xmls to be uploaded
failed to start the server
enviroment : centos 5.5 x64 every time start the server,show this: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details 1.please telll me where is the log? 2.the server can't start? thanks all!
Oracle database compability
Hello, When Oracle database will be compatible with SDP? Or will it ever be? Thanks for the reply. Deniz Atay
Deleting Categories - Cannot delete a sub-category
I have manually deleted tickets relating to a particular sub-category, we have no problems in our database and only 4 changes, none of which use that sub-category. Thsi sub-category has no items. As far as I can tell Solutions use their own categorization hierarchy - am I missing some place categories are used? Please provide a sample script for all the places needed to be unhitched before a category / subcategory or item is allowed to be fully deleted (not just greyed out for no further use).
Full Data Model
is it possible to get a full data model for the product (ie not the ones published in the reporting area, as they are demonstrably incomplete)
Licensing Question
i have a company with 5 customer Support representatives, a few sales man and a few developers. since some of the support tickets need to go to a developer for resolution or to a salesman, do i need to buy a license for each developer & salesman although they use the system only a few times a day to update a ticket (as opposed to the customer support representatives who use the system all the time)
Asset Scanning issue
Dear Manage Engine, I am getting the below exception when I try to scan one of the PC in our network. We are using SD+ 8008 build with mssql DB. [10:01:36:452]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@612c02| [10:01:38:530]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@17d8bc3|
Resolved status generates e-mail notificaton
Hi guys, I've recently upgraded from build 6008 to 6012. While using build 6008 i have added a new status called "Resolved" of Type "Completed". After upgrading to 6012 when I change the status of a request to "Resolved" the requester receives an e-mail stating that the request is closed. If I change the status from "Resolved" to "Closed" the requester receives another e-mail. Also when changing the request status to "Resolved" in the "History" tab I get a "Display Opn by technician time date" message.
Excluding Specific User Modification Event IDs from Alerts
I have created alerts for event id 462 and 4738; however all user modification event ids are triggering an alert. Please help
Audit Trail available as data?
Given the audit trail in the tool for the changes that have been made to a ticket, are these changes available as rows of data or is the audit trail a simple text dump?
Priority Matrix
This topic was brought up last year but the response did not provide a resolution. We are evaluating SDP and have an evaluation license for the Professional version which would be the correct version for us. However - we initially were evaluating Enterprise and it seems that one of the features we configured, Priority Matrix, has been removed from the editable options when the Professional Version license was installed. However we configured that feature in the Enterprise version. The problem
Next Page