Update to 8007 system down
After updating from 8006 to 8007 our system is down. - We can not use the system - I can not restore the backup - When opening the http://localhost:8080 I get the message: The page can not be displayed.
New Test environment - Disabling reports, email fetching, etc.
We are in the process of building a test environment. To do this, we installed SDP on a new test server. We then dumped the production database from MS SQL to a backup file and used that to build a new database on a new MS SQL server. I then turned on the new test instance of SDP and discovered just how much of the configuration of SDP is stored in the Database. Right now the service is turned off. I'd like to turn it back on in order to allow me to do a test upgrade from 7.6.0 build 7610 to 8.0,
Alert Technician by Email when a request is assigned
Hi We are using the following notification rule "$RequestId $Title logged by $RequesterName has been assigned to you by $Technician" The problem is that the mail subject line reads that the ticket has been assigned to you by "Yourself". I.e. it picks up the $technician as the person you are assigning the ticket to instead of the person who is doing the assigning. I hope this makes send. Thanks Brent
Technician cost per hour
The cost per hour for all technicians keeps resetting back to 0. I've manually went in and editted 80 technicians to $65 per hour. Somehow the software keeps resetting the cost to 0? Also, it would be nice if I could have a global cost per technician instead of having to manually edit 80 seperate technician costs. Regards,
Email Fetch Problem
I am having an issue with mail fetching. (Build 8006) Quite plainly the server will not fetch mail even if I stop and start sending. The only way is to quit and restart SD. Last attempt to fetch mail does not have a time stamp. Attached is the support file from before a restart
Granular admin access
Hello, It would be really useful if we could assign technicians specific admin rights rather than giving them every thing. For example, it would be ideal if technicians could have the ability to add sub-categories and items without having access to the rest of the admin page.
Email domain change
Hello, Our organization has decided to change our domain name. Unfortunately, I added all of our requester email addresses manually because they're not defined in AD. All of our requesters have the same domain name. Is there a way I can go change all of the requesters email domain names at once or am I stuck going in to each requester's account and manually updating the domain? Thanks in advance!
request that was in status "some status" more than 30 mins
Hi. How can I make report that will show me all requests in this month that was in status "some status" more than 30 mins?
Notifications about approval action
Hello! After upgrading to 8006 we've got situation when approving person of the request perfoms some action (approves or denies) - then the e-mail notification is sent to approval starter. The problem is that approval starter gets not one but two e-mails. In conversation history (in request details) it shown as letter was sent to: "e-mail@domain.com,e-mail@domain.com". The name of the message template - "Notifying Approval Sender for Approval Action". Please help me to reduce the number of letters
SQL and Query Editor
I'm trying to create a report using the Query Editor on Service Desk Plus. I'm trying to simply run a report that lists the computers which have approved Antivirus software installed. (I associated several software packages with a new software category called "Antivirus", SoftwareCategoryID 301) Also, I would like to run a report that shows all scanned computers that do not have approved Antivirus software installed. On our SQL server I've built this query for the first part: SELECT [WORKSTATIONNAME],
Set Permissions for Problems and Changes
Hello, Please could we have the ability to set group permissions for problems and changes in the same way we can for requests? Our users should not be able to see all of the changes and problems - only those that apply to their group. Thanks
Incorrect Request URL when integrating ServiceDesk Plus with IBM WebSeal
My team is going to integrate our team portal, which deployed to IBM WebSphere, with ServiceDesk Plus. The integration is implemented by using IBM WebSeal ID to pass the required login information to ServiceDesk Plus so that ServiceDesk Plus appeared as a module (http://<DOMAIN>/servicedesk/) of our team portal in the URL. The login function works very well but we found some functions in ServiceDesk Plus cannot be used correctly. Having traced reason with some tools and we found the requested
Urgent: Requests made from Service Catalog doesnt use Request closing rules
Good day, we are on 8.0.0.3 and have pretty big problem - requests that are made from service catalog doesnt use Request closing rules, they are simply ignored. Is that a feature or a bug? Is there any way to prohibit it?
Upgraded to SDP 8.0.0.6 and now all requests via email are set to Mode: Postal Mail instead of E-Mail
Since upgrading from 7.6 to 8.0 all of my mail->incident requests are flagged as mode: Postal Mail... How do I get the system to correctly flag these as E-mail again? This worked properly in 7.6.11 so it has to be some artifact from the upgrade. Thanks
Hotfix 8007 Released !!
Dear Users, Kindly refer to the below announcement notification to know about the details of the latest hotfix release 8007. https://forums.manageengine.com/#Topic/49000004725000 Regards, Srikrishnan ServiceDesk Plus.
Tickets Status
One time a ticket is closed, i want to know at what time the ticket stay in all status ( in progress, pending , resolved and closes ). Now I only know the time that the ticket was created or closed. Thanks is advance. Alex.
Query assistance needed
I have developed two separate queries. Quert I provides an open status listing for a particular technician: SELECT ti.FIRST_NAME 'Technician', DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME /1000) ,'%d-%m-%Y %k:%i') "Created Time", aau.FIRST_NAME 'Requester',wo.WORKORDERID 'Request ID',wo.TITLE 'Subject', std.STATUSNAME 'Request Status' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Reports Needed
Dear any one can help me to get this report in IT service desk SNo Reports Description Parameters Duration 1 Merged Requests Report. All the one or more closed requests which were merged. Technician Monthly 2 Unassigned Technician Report. All the closed requests which has technician as unassigned Request Status Yearly 3 Self Assigned Closed Request Report. Report where requestor and Technician is same Technician, Requestor Yearly 4 Fast Resolved Request Report. Requests that were closed
Query Report to get Changes associated to request
Hi, We are using MSSQL and the build is 7611. We need a report which shows the change request associated to the request. Regards, Kriss
Unable to add Software Licenses in ServiceDesk+
Hi. We're using ServiceDesk+ 7.6.0 build 7611. I'm trying to add a new software license in the Assets section but when adding the product name I get this error: FAILURE :null Please report the problem to the system administrator, with the Error Code - 1,293,716,205,584 Then when I try to add the details it just doesn't do anything. Has anyone else experienced this, or know what the error code means? Thanks, Dave Screenshot of error:
CSV and Excel reports output
Hi There, I'm trying to do some advanced reporting in SD+ and I'm running into a few issues with the CSV and Excel reports. These options are obviously added for those of us who want to manipulate the data further. What happens when you export to Excel or CSV is that a lot of clutter is added. It would be nice to end up with just the RAW data an the appropriate columns, but not anything else, such as the COUNT or SUM fields, because that's exactly what the other tools are for... I end up having to
Enable integration to SharePoint as a (Web Part)
I don't know about you but my users are lazy. They never sign into the ServiceDesk portal to check the status of thier requests. I have all users' default home page going to our organizations SharePoint site.. if the users request counts were displayed there, they just might click on the link to login to ServiceDesk and check status..
$RequestLink displays HTTPS in email notifications
We currently do not have SSL enabled. However, in outgoing email notifications, the $RequestLink variable is populating emails with HTTPS instead of HTTP. Where can I change this?
Suggestion to associating new request to already outstanding problems/changes
Hi, I've recently had an idea with relation to the way that additional requests are handled once attached to problems/changes. With the current system, once a problem/change is raised from a correcly catagorised request, the problem or change adopts those same catagories. My proposal is that when associating any further requests to these problems/changes, that these requests also pick up the catagories from the already created and catagorised problem/change. This cuts down on data entry time as you
How to add a new column?
Hello, we want to add a new column in ServiceDeskPLus 8. This column has to show us the date of the last reply (answer) to a support case. Please can somebody help us how we can do this. Thank you Markus
Assistance with code for MYSQL?
Can any assistance be provided for MYSQL code? I'd like to write up code to add into our SharePoint, all I need is the code, and I can figure out how to integrate into SharePoint. I want it to pull up the current user's network ID and output their opening tickets detailing request #, Description and the Notes field. Any assistance? Thank you.
Can we
Hi there, Can we export MySQL database from ServiceDesk 7 to ServiceDesk 8?
Setting income mail with google apps
I am evaluating Servicesdesk Plus for MSP and i use in my company Google apps form Email, how can i configure income mail with the requirements that google request when we configure the client??.... Servicesdeskplus doesn't have the SSL option when authenticate via POP anybody can help me???
MESD Plus V8 - on IBM iSeries
We are currently evaluate service desk plus 8 software , we have major point need to confirm which is , is there are any plan to install MED on IBM iSeries using Zend Core or Webshper ?
cannot enter service name when using Safari on a Mac
We are testing the latest build on version 8 of SDP. If we using a windows computer with IE8 we do not have any problems. However as our team are all on Macs, when we use Safari (latest version) we cannot enter any text in the "service name" field when setting up a new service in the service catalogue.
Network Scan don't Work on Snow Leopard (OSX 10.6)
Hi, we have a probleme to scan MAC OSX 10.6 in Network Scan Scans works with computer in 10.5.8 and olds version but With 10.6 Scan Failed Do you have a solution. Thanks. David
Dashboard Customization?
Hi, Are there plans to allow customization of the dashboard going forward? While I like the idea so far I find it a step back from version 7. We do not use SLAs, so three of the graphs are useless for us. I also do not like how the "Requests Received" and "Requests Closed" are displayed. The older style line-graph that plotted both on the same chart made it easier to see if we were keeping up with requests. Lastly, there does not appear to be any quick way to determine the number of requests
settings specific to sites
As well as business rules and SLAs It would be great if we can also have the ticket closure rules be site specific. Currently the closure rules apply to all sites and we have very different needs among our sites. Currently testing version 8 with latest build Wayne
Exporting MySQL database from ServiceDesk 7 to ServiceDesk 8
Hi all, I would like to know if it is possible to export the MySQL database from ServiceDesk 7 to ServiceDesk 8 so that I can have the same data when I upgrade?
i can't insert € simbol in resolution
I have a problem when i want to type € (altgr + E) it will change the text alignment to the center.
Administrator is no approver
As Supportmanager I configured servicedesk that I am the main SD+administrator. We are also planning to open the ServiceCatalog. All technician's and other users are configurable to be Service Request Approver exept me as SD+admin. Can you please make this also available? Best regards, Mark Picture is from a normal technician :
Issues after upgrading ServiceDesk+ to 8.0
Hi. Since upgrading ServiceDesk+ to version 8.0 we have the following issues: 1. When selecting a requester in Admin -> Requesters nothing happens. Clicking the requester simply doesn't do anything, just reloads the list - doesn't show the details for that requester. This occurs for any user despite logging out and in again, deleting temporary internet files, etc. 2. When selecting Assets -> Software -> Software Licenses it gets stuck in an endless loop of loading the page http://servicedesk:8080/SoftwareLicenseListView.do?null and
Business rule to send notification if Subject contains certain word not working.
I have setup a business rule that is supposed to send a notification when a new request is received with a subject that begins with "afterhours". It is not working. Where should I start looking? Thanks Dave
Auto assign technician where technician shifts are involved
I really like the auto assign feature, however in the environment that I work in, the service desk analysts work on a shift rota. Some finish early and some start late. Does anyone know of a way of specifying the availabilty of analysts to cater for a variance in their start / finish times. If the system assigns a call to an engineer that has gone home for the day or who isnt in till mid morning, then sla's can be affected.
ServiceDeskPlus and API form
HI, I have created couple of API forms for ServiceDeskPlus. I couldn't find any help about API. My question is: Is there any way to add to API form extra attribute like CCtechnicianEmail ? When technician is creating a new request suing API form confirmation email will be send to: technicianEmail Technician EmailID and CC: to one of the mamanger I hope if that is clear ... Thanks for any help. Peter
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