Ability to follow a particular request?
Was the feature "Ability to follow a particular request." ever implementet, or was it cancled ? The point of it, was that sometimes it could be useful to be notifed when a request is updated, if if I am not the technican nor requester!
Unable to edit all "Preventive Maintenance" tasks after upgrade to 8
After upgrading we lost completly the ability to edit and change all (dozens) existing preventive maintenance tasks. Please help... The edit screen show the PM tasks empty and until now the only workaround is to created a new PM and delete the old one.
SDP - Solutions, User Groups & Techs
Hi, I am trying to seperate my Solutions so that only certain techs can see certain Solutions. For example, I have my technicians divided into 3 seperate tiers: Tier 1 Tier 2 Tier 3 I've tried creating a User Group, and adding my technicians to the appropriate User Group, but for some reason, as a technician, they are still able to see all Solutions at all times. However, I have tested similar functionality with users not assigned a technician role, and I am able to seperate solutions for them
Data Truncation exception when creating new Request Filters
Hi All, Just a FYI post of an issue that I came across recently. We had a couple of users reporting that when trying to create a new custom filter for requests they were being presented with a 500 error and a stack trace. Upon investigation of this error the root cause of this was found to be a Data Truncation SQL exception when inserting the row in dbo.Criteria (this is on MsSQL Server) After looking into the logs and finding that the LOGICALREPRESENTATION field on this table was set to nvarchar(300)
How do users connect to ticketing system?
after install, can you set something up in DNS so users can type "helpdesk" into a browser and launch the authentication page? how do you guys do it?
& symbol not displaying in Item list and Group field not populated
We've just upgraded to 8007 from 7600 and now, if a ticket's resolution field is populated and the end user replies to the ticket the owner of the ticket receives a "Request re-opened by the user" message, even though the request was not closed/resolved yet. And for items that have an & symbol in them, the text starting from the & symbol no longer appears in the drop down list and only reappears when you save the ticket Select from list - should read P&R, only shows P Item is saved ticket reads
Reports, Time Elapsed vs Time Spent
This is more of a language issue then a bug. For a request of any type the Time Elapsed = Time Completed - Time Created, and Time Spent = sum(work logs). I know way back when Time Spent = Time Elapsed, but with work logs this is no longer true. I would update your ReportColumnDetails table, to change the TIMESPENTONREQ to point to sdp.reportcols.mod2.timespent which shows "Time Elapsed" instead of sdp.reportcols.mod1.timespent which shows "Time Spent", or change sdp.reportcols.mod1.timespent
Domain Asset Scan Broken in 8.0SP5
I am getting intermittent General Failures at random places during a domain scan. I can scan those failed assets successfully manually, but it breaks when doing a whole domain scan. A broken log entry: [12:00:57:070]|[01-10-2011]|[com.adventnet.servicedesk.asset.task.ScheduleWorkstation]|[INFO]|[46]|: Going to schedule scan for workstation <SystemInfo WORKSTATIONID="320" WORKSTATIONNAME="mfg-nyc-ads2.mfg.prv" MANUFACTURER="VMware, Inc." MODEL="VMware Virtual Platform" SERVICETAG="VMware-56 4d
How to keep incoming emails in mailbox
Can anyone tell me how I can keep a copy of a requesters email in the mailbox that SDP uses, when converting it in to an SDP request ID? Thanks.
Asset Explorer Agent Service stopping
He are deploying the ServiceDesk (8.005) Asset Explorer Agent to our Windows XP workstations. While most agents are ok, we have some that are giving a 'Failed to communicate with agent" error in the scan windows. We are also unable to remote to certain workstations. When we look at the workstation, both the Asset Explorer and Remote Desktop Agent services are stopped. I try to start the Asset Explorer service, but it tells me that there is nothing to do so it is stopped? Is this normal behavior?
Auto-complete the user survey?
If the user more than 6 hours not to complete the user survey, you automatic scoring?
Unable to update to 8007 , The update fails right after the backup is run...
After it fails it sends me to this link: http://www.manageengine.com/products/service-desk/upgradefailure.html I'm able to start my ServiceDesk Plus install just fine and it still works as normal... I can't see any reason why the update won't install. I'm running version 8.0.0 Build 8006 trying to update to 8007. I can attach my support file if needed, I did a search on the forums and haven't seen others having this issue...
How to associate multiple email addresses to unique requester login
Hi, Many requesters have several mail accounts, but I'd like to associate them to unique requester account, ad unique requester login. I've tried unifing requester ID or filling secondary mail field, but still a mail from a@mail.com goes to user a and a2@mail.com gous to user a2 if exist or create a new user account, if not.
New Field for Service Catalogue
Hi, I'm creating our Service Catalogue and I just created 2 additional fields (1 numeric and another text) that should be mandatory for our Service Request. The problem is that I just can see the text field in one Service Category. When I trie to add in another Service Category I just can choose the field. Regards, Henrique Alves.
Need help for upgrade
Hello, For more then 3 weeks I was trying to upgrade the SD 7.6.0 Build 7611 in virtual machine to latest, but always I have errors and here is what I do. 1- I install SQL 2005 and same SD build in virtual machine. 2- I configure SQL and I import the date from live one and successful. 3- I configure the SD database and it's connected successfully with SQL. 4- I run SD and I can login with my ID. 5- I shutdown SD and trying to upgrade with this file: "ManageEngine_ServiceDesk_Plus_7_6_0_SP-2_0_0"
Technician Group access rights per site
Hello, I'm currently having issues assigning permissions to a particular group of Technicians on a particular site. SDP was installed over 2 years ago when there were fewer options for Technicians/Site Association, and Technician Groups. At the time, separate Technician Groups were created per site. We have 6 sites. Since then, 'Copy Default Settings' and 'Refer to Default Settings' have been introduced for Sites, and as our rules don't differ across our sites it made sense to simplify things and
Build 8007 Notification Rules
After updating to Build 8007, replies have been strange. When replying, the "To" and "CC" do no auto populate. Also, the notification rule that is setup is not being recognized. I have attached a screenshot - please advise I tried to uninstall Build 8007, but it kept failing. Restoring a backup didn't work either
Technician costs...
The technician costs keep resetting to 0.0 It's really rather annoying. Is there a fix in the pipeline?
Sites
It's possible to associate a site to a user? regards, Henrique Alves.
do not see technicians associated with a site when creating technician groups
running version 8.0 build 8007 I have added 3 sites, associated technicians with each site. I now go to try and create technician groups in the sites but cannot as the field that shows techs associated with that site (and therefore available to add to the group) is blank. You cannot therefore create the group as this is a required field.
Requester's list view of request: cannot show "Reply" and "Notes" fields
It seems impossible to show the "Reply" and "Notes" fileds in the requester's view of requests. Am I right? I think it would be very important for a requester to immediately see that he has received a reply from a technician, for instance. Regards. FB.
Purchasing Windows Disappear
Within the purchasing area a window pops up when you try to change a purchase orders status (i.e. to invoice recieved) a window will appear and before you can type in it, it will disappear, or it will even after you have typed in it, but have not saved the changes. This is extremely frustrating because it requires multiple entry. This does this on every option that pops up a window in this section. Can you please fix this?
CC emails not showing up in conversations
It seems like cc emails do not show up when expanding all conversations. Am I right? Also, I see that requesters have no opportunity to search the requester list (there is no "Search requester list" button), whilst that is possible for technicians. Am I right? SDP 8007 . Thank you.
Web access
Hello experts, I am a newbie, so I would like to ask one simple question. Is it possible to connect to ServiceDesk Plus over the web, I mean can customer using its on remote computer and web browser connest to ServiceDesk plus which is sitting on another computer? If yes, how to configure that settings? I am using ServiceDesk Plus 8.0?
Existing Wildcard SSL Cert
does anyone know how to use an existing SSL Cert with SD+?
Exchange 2010
Hello We have upgraded to Exchange 2010 and i am having problems with sending e-mails from Service Desk. I can receive e-mails in service desk but can't send. ALL servers are ok incoming and outgoing Can anyone help me pls resolving this issue
Permission for a requestor to generate a report in servicedesk plus
Please let me know if there is any way to give permission for a requestor to generate a report in servicedesk plus. The requestor has a privilege to view all the tickets which fall under his site. Its urgent
AD Technician
i am using the free version as there is only me. i have imported the ad as requesters and set up admin which is also the techician. when i try to assign one of the requesters as technician i get invalid license for number of techs. i ony want the one tech which is currently a requester. i cannot delete the admin which is the current tech
Automatic Submit to approval
Hi all, i want submit to approval my request automatic when i create. What operation i can to use for this? I'm using a post method from html content. There is a possibility of use the same thing? Att, Bruno Soares
Yearly Reports
Hi experts, I have recently upgraded the ManageEngine Service Desk Plus from 7640 to 8700 without any issues and running all the different tests. However, there are certain things that I wanted to be there like yearly reports. I want to run the yearly report and having: Request ID, Request Status, Technician, Subject, Requester Time frame: year Group To: Month Year Chart: Line Chart/Time Series Chart Is this possible?
Problem associating minor versions of software
Hi I'm trying to associate minor versions of software to the main version (Dragon Naturally Speaking software) but I get the following error when I click on the 'Save' button after I've put the minor versions below the major version in the association window: FAILURE :Exception occured while executing SQL to delete rows Any ideas on why this is? We are using version 7.6.0 build 7602 and use MySQL. Thanks Neil
Problem with Server.xml
I may be missing something obvious but here is my issue: SDP build 8007 I was trying to install a cert from DigiCert last night and ran into an issue right at the end. I used the instructions found http://davemast.wordpress.com/2009/02/13/adding-ssl-to-servicedesk/ and when I created the keystore I used <my domain>.keystore instead of sdp.keystore. In theory that shouldn't be a problem since I just edited the server.xml file to point to the new keystore and added my password to the file. The problem
Administrators log in with normal user access, domain appearance changed in login window
Hey, None of my named technicians and administrators can log in correctly to MESDP today. The server rebooted overnight due to a power issue. This morning, when people go to log in, the short name of the domain in the "Log on to" dropdown was replaced with the FQDN of the domain. (To be a little more clear, let's say my domain is called DOMAIN.COM. The short name of this domain is DOM. In the log on to dropdown, the value DOM was replaced with the value DOMAIN.COM.) When any of us log in,
Missing functionality in changemanagement
We know that there is a new changemanagement comming, but we had a visit from bussiness auditors and they had some remarks on our chagemanagement inside SD+ : so please can you consider these advises and integrate it in the upcomming module : No filters as in incidents History of approvals Types of approvals (eg approval for acceptance of the change, approval for release) Conversations linked to change as in incidents When sending a notification, the reply on this mails is merged with the incident
More e-mail adresses or separation of request types
Hi there, We're quite pleased with ServiceDesk Plus in our IT Department. Our genereal Facility Services would also like to use the same application for general non-IT service requests. How can we separate the incoming service requests? For instance: 1. helpdesk@yyyy.com is automatically notifying technicians A+B. facility@yyyy.com notifies technician C. 2. Mails with subject "Facility" at the start automatically notify technician C and all others notify technicians A+B. BR Ricci Setholm
SDP not assigned value included in reports
hi, please help me.. how can i removed the not assigned indicated when I generate a reports? Thanks
Notification - Acknowledge requester by e-mail when the request is updated - what does update mean?
Our users interact with SDP mostly via email. I have had users complain that they do not want to see email notifications when they reply to request notifications. So I turned off that feature and turned on the feature "Acknowledge requester by e-mail when the request is updated". My question is - what triggers this? What is the definition of "updated"? I made myself an owner of a request, and set someone else as technician. I then had another technician reply to a notification and I did not get
ServiceDesk Plus Asset Scan fails everytime
Hi Team, We tried a few troubleshooting options from the SDP support site, but still Scanning fails for devices. Please check this device print in the logs. Even though we have RPC running and Firewall ports open, scanning fails. http://bonitas.zohocorp.com/customer_uploads/2011_1_21_4_1_30_Jan_21_2011_11_10_3_sd_8006_logs.zip Logs are attached herewith Thanks Gopi ME Tech
8007: Notification errors
Hi, We just upgraded from 8006 to 8007. Since the upgrade, any response to an OPEN ticket by a requester not only generates the "updated" notification but also generates the "ticket has been reopened" notification. So basically we're getting duplicate notifications, one of which is simply inaccurate since the ticket itself is not closed. How can we go about resolving this? Thank you. James
IT Supervisor can not see updates in requests assigned to his crew
Is there any way for IT supervisor to see changes in requests assigned to his technicians? I mean technician himself is able to see that when request become bold that something happen with it. But IT manager (IT Supervisor) also want to see changes or updates in assigned to his technnicians requests.
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