Hotfix 8004 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 Following are the list of issues / enhancements addressed in this hotfix ( 8004 ) release. Issues fixed in 8004 SD-34474 : When a requester replies to a request through Self Service Portal and if the notification is enabled for the technician, then the description sent in the notification is that of the original request and not the latest
LDAP Import error code 12
After the upgrade to version 8.0 build 8000 the Import from LDAP is not working anymore. It was working on the previous version 7611. I am getting this error: javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name The same configuration was working before the upgrade, the LDAP was not changed and the upgrade to build 8004 did not solve the issue.
Technition missing authorities
Dear support team, This morning when i log on to my account, i lost all the authorities(admin and tech). I ask my colleague to check and he said my id still under admin and tech list. Please advice and many thanks in advance. Regards, Wanorwm
Technician cost visible?
If we set a cost per technician, is this visible to the entering technician when a worklog is entered? The powers that be would like to use this field but don't want it visible except in reports run by the SDAdmin, etc. Thanks, Mark E Housler Jr. Network Administrator Earl Industries, LLC mhousler@earl-ind.com
Closing Rules - Auto closing request/incident
Hello, We've noticed an issue with the closing rules. When the technician creates the request/incident, and resolves it at that time too, the request/incident will not close based on the Rule we have setup. (Our closing rule is setup to auto-close in 1 day). The auto-close rule seems to work fine any other time. It's just the above scenario that it will not close. The request/incident then remains in a resolved state indefinitely, until it is manually closed. We are currently on version: 8.0.0.
Data "description" in SD database
Hi, I´m looking for extract the data "Description" of a request where the tecnicien have to write a comment before changing the state of a request from "Open" to "On Hold". Can you please tell me in wich Table of the database i can find it. Thanks in Advance
Ability to create a rule based on time
Hello Is there anyway to assign rules based on the time a ticket was created? Let's say priority high if it is from 3 to 5 pm, otherwise priority low? Thanks
Missing tab Approvals in Request
Hello! Problem #1 (critical?). After updating SD from 7610 to 8002, we've got missing tab Approvals in Request. I can send request for approval (and its written in tab History), but i havent tab Approvals, so i cannot check the status of the request. This problem connected only with new requests (created on 8002). Old requests (created on 7610) have the tab. Problem #2 (non-critical). If I use URL of SD portal that contain sign "_" (ex.: http://sd_test) and if I use AD pass-through authentication,
Removing Technician
I've removed a technician from SDP, and have re-scanned AD to re-add them as a standard user. This has created a new ID file for them and they are now not able to view their previous requests. I've followed advice from last time I needed to do this (about a year ago), but its not transferred their old requests to their new user ID. These are the steps I've followed... Logon to the server - In command prompt goto folder c:\AdventNet\Me\ServiceDesk\mysql\bin, then type 'mysql.exe -u root -P 33366 servicedesk'
Translation of ServiceDesk
Hi Is it possible to make own corrections to the official translation of ServiceDesk to Danish ?? /Laurids
Confusion over "Operational Hours" and "site" time settings
Hi, Our organisation consists of three regions - UK, US & HK. We have a single IT support team based in the UK that provide technical support to all three sites. Our operational hours are 08:00 - 19:00 GMT and anything else is considered "out of hours" support. What is the best combination of settings to use to ensure that the SLT calculations are all based on OUR operational hours rather than local time for each site? We currently have the local times set correctly for each region and "refer
Date field improvements.
Is there any way the date entry can allow directly editing it, instead of having to use the calendar and the hour/minute dropdowns? It's often slow if all you want to do is change one thing. Also, if allowing text entry is possible for the dates fields, is it possible to allow entering things like "Now", "End of today", "Tomorrow", "In a week", "Next Thursday" and other plain language dates and times and parse them into the correct dates?
Failed Login?
Hi everyone, I'm seeing this error message flooding our domain controllers under the security logs about 2-3 seconds. Pre-authentication failed: User Name: Helpdesk User ID: Domain1\Helpdesk Service Name: krbtgt/Domain1.COM Pre-Authentication Type: 0x0 Failure Code: 0x19 Client Address: 10.121.1.12 10.121.1.12 is our helpdesk server. We're using Active Directory authentication (NOT pass through) for technicians and requesters and that's working.
A newly created service request is being duplicated over and over.
I'm currently using build 8004, but the problem appeared back with 7611 at some point in time. It goes like this: A customer submits a service request through e-mail. The program checks the e-mail account, downloads the letter and creates a service request. The letter is NOT deleted at this time. Even if I delete it manually, the service request is created again after n+6 minutes where n is the interval for checking the mailbox. And then again. And again. And so on. If another service request is
Regarding Service Catalog in Service Desk PLus
Hi, I have gone through all the features in service catalog and i have the below queries which need to be clarified: 1. Whenever the request is raised through service catalog it should not be assigned to the technician without approval from the Department Head. It is not assigned to the technician when i go inside the request and try to assign it by editing the request details, it gives me a warning but it gets assigned to the technician when i try it from the outside of the request i.e. from the
Remote Control
Hi all, It might be more a problem than a question but since i'm asking for some clarification here we go :) I'm currently using ServiceDesk plus 8.0.0 Build 8003 I noticed there is a "remote control settings" option under the Actions tab. I've configured the agent itself and pushed it to the remote computer. On the computer I can see 2 services - ManageEngine AssetExplorer Agent - ManageEngine AssetExplorer RemoteControl I did have to manually start the Remotecontrol service but its running
Problem with Requester List
Here is the scenario: I have made 2 sites: Help Desk, and Engineering. Both sites need to enter tickets for all the Company employees. Currently all the company requesters are in the "not in any site" site. The Help Desk and Engineering sites cannot view each other's tickets. Here is the problem: If I don't add the 'not in any site' group to the Engineering site, the engineers can only pick themselves as requesters. If I add the 'not in any site' group to the Engineering site, they can see all
unix time convertion
Hello, Need help! How do I convert the unix time to just houres instead of date & time? Thanks
email reaply problem
hi, We have a problem whit email. Technician reply the incident to requester. after that requester repyl the incident from outlook. service desk open e new incident. this is big problem for us. this hapen after install sdp 8.0
Replies from requester open a new ticket
Any replies from a requester (me in this case) to mails sent from SDP are opening new tickets and are not being linked to the existing request. The reply from SDP includes [Request ID: ##$RequestId##] in the subject line (which parses to the correct request ID), email commands are enabled with ## as the delimiter and @@ as the trigger for email commands. Am I going wrong somewhere, or does this need fixing?? Build 8004, MSSQL on Windows 2003.
SD+ migration from LINUX to Windows
Hi I've successfully migrated SD+ from linux to Windows and I was testing Enable Active Directory Authentication but it says FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the public domains. I've already successfully imported requesters from Active Directory but I still get this error.
Trouble with backupschedule
Hello, I'm using ServiceDesk Plus version 7608 and I have some troubles with BackSchedule (I'm using the french version). I receive the following message : see attachments. The message tell me to execute au SQL command. Can I have an explication about this command ? Regards Bastien
requester list missing
Hi there, after i restore old backup, error message below appear. I tried to import user list from active directory , no error but message below appear at requester list instead of requester itself.. Please assist me as soon as possible and many thanks in advance. :) <td width="8%" valign="middle" align="center" style="background: transparent none repeat scroll 0%; -moz-background-clip: -moz-initial; -moz-background-origin: -moz-initial; -moz-background-inline-policy: -moz-initial;" class="fontB
do not create new requests via email
is there a way to prevent new requests from being created when users send email? I only want new tickets to be created via the web form or by the technicians. I want to maintain the ability for email updates to existing requests. The point to this is to either call the help desk or submit through the browser as usually customers do not provide enough detail in email submissions.
Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible. We have tied an email account to our service desk example: support@company.com We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook). Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com Please advice, Thank you!
How to Close (state resolved) a Request with an Email??
Hi! I know that SD+ allows to create specifics resquests through an email sended to a specific adress declared in the parameters. but it is posible to closed specifics request through the same process?? Thanks in Advance! Marc
Resolution notes recorded by technician
We could really use a an indicator in the resolution screen that indicates there are notes on the main request screen. Currenlty, if one jumps straight to the resolution, they may not see there are notes and either close the request when they really should not as somebody put notes with instructions, or they may not see that something has already been tried in the notes, and they waste their time. I think it would be easy and beneficial to put the Notes link on the resolution page, or move the display
Recent Items bug
We have just upgraded SDP from 7610 to 8004 and found a change / bug. When looking at the lists of requests, on the left side there is Recent Items. If that is expanded and we click on a ticket either via the recent items or the main list, that recent items list is no longer expanded. As such we are constantly having to expand it manually. This was not the case on 7610. Since our upgrade when from 7610 to 7611 to 8000 to 8004 at the same time, I can't tell you which upgrade level made that change.
Delete a new incident template, Can't
Hello We had a service category request and we have it disabled now. I also deleted all tickets created using the template. The issue I am facing now is under new incident tab [we changed the display to new ticket] there is a menu that I can't get rid of. Please check the attachment. How can I get rid of the one that is under ITG menu? Thank you
Not able to created or delete technicians in service desk
Not able to created or delete technicians in service desk
upload build number
Hi there, i am having a problem with my server. I just uninstall it and doing fresh installation. But the problem is now i am having a problem with updating to build no new version (7514 - 7600). The error is " unable ti start the DB. possibly server is running if so Please shutdown the server." I need to use that version because i want to install database from backup. Please assist me as soon as possible because my server already down since 3 days ago. thanks
hotfix 7605
Hi there, i am having a problem during restoring backup data. my data is in 7605 version. Which version i need to use because i am not able to find hotfix 7605. Please help me because my server already down since 4 days ago.Many thanks in advance. -regards- Wanorwm
restrict user view of requests
How do I retsrict users from viewing certain requests?
Upgrade field NOTES
One very very big annoyance under all our technicians is the poor "notes" window. Can you please upgrade this field so you can use all layout possibilites like the main descriptionwindow of the requests or solutions. A very good reason is that there is no possibility to add screenshots or pictures for technicians only, because the main description of the request is always viewable for the requester and also the resolution. This would be our top-upgrade priority Best regards, Mark Flothmann
Import/Migrate Windows MySQL DB into MSSQL 2008 R2 x64 DB
As the title sugests, is this possible? Edit: Sorry I should mention MySQL is on SDP 7.6 and MSSQL is on SDP 8.2 Thank you
Logon Page keeps appearing when changing screens
This is weird... we have one PC (Windows XP SP2) that whenever we log into the helpdesk it asks us to login, fine, but then you have to do this again, and then the home page appears, but if you say select requests, you have to login again, and this carries on for every page you try to select or link that you try to select, the pages appear OK after you login, but you have to login each time. I am sure that the problem is related to a Microsoft update as it was working fine before the workstation
Parse emails in a more granular fashion
Emails are assigned to an existing ticket when "REQUEST ID: nnnnn" is in the subject line. How about adding the ability to parse and assign emails with "CHANGE ID: nnnn" and update the Change Request? Right now it opens old tickets or a SPAM filter has to be created.
Announcements showing for all User Groups
I am using Version 8.0.0 Build 8003 When I create a new Announcement and Select "Show to Requester" then choose an available User Group, the announcement shows for all user groups in lieu of only the selected user group. Is this a known issue?
FR: Show approval for solution on my Home Tab
That would be very nice when the approval for solution would be shown on my Home Tab, together in my "approve request" list.
is the SLA met? did we reach the target?
Hi, I saw in the report there is no column for SLA status. there is either true or false in respond and resolution. example: 1st respond overdue status = true, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = true, overdue status = false, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = false, so SLA is met. (success) my suggestion is to create a new column
Next Page