Hotfix 7611 Released
Dear Users, Please refer to the below announcement link to know further details about the hotfix 7611 release. https://forums.manageengine.com/#Topic/49000004218003 Regards, Srikrishnan ServiceDesk Plus.
Custom Query-Report for "Close Comments" not working anymore with 7.6 Build 7608
Dear ServiceDesk Plus-Team, Some time ago, you provided me a custom Query to use for reporting the "Close Comments" written by the Users when they closed an Incident. This Query worked well in our ServiceDesk Plus installation of Version 7.0 Build 7022. However, we have a new SD+ installation in use now, with the most recent Version 7.6 Build 7608. Further, we moved to new Database to MSSQL rather than MySQL. Unfortunately, now the provided Custom Query does not work anymore. I'd appreciate,
filter rules in user defined views don´t work
Hi all, when i create a user defined view in SD+ with several filter rules, the system seems to become the more confused, the more filters i set. eg: - I filter on status "resolved" --> only resolved requests are shown. (ony 17 because of autoclose) - i add AND ticketnumber > 1000 ==> ALL tickets > Tickt-id 1000 are shown regardless the status, 2308 results. - i add AND technician = myname ==> 109 MORE tickets than before are shown (my ticket count is 294) Versioin 7.6 build 7603 - help please!
Survey Security/Visibility
Hi, I would like to use the Survey feature but am concerned about exposing the results to all technicians. Is it possible to not allow access to the Survey section of the admin console?
Login Password Expiry
is it possible at present, or if not, will it be a feature, to be able to set a maximum lifetime of a user password (say 30 days) and force them to change it when this period has expired, regards Paul
Setup technicians
I'd like to know if it is possible, and how to do it, so that technicians cannot assign requests to other technicians. I'd like to have 2 roles, one that is full control, and one for level 1 techs who can pickup a ticket, but are unable to assign it off to someone else. Any help would be appreciated.
Allowing a technician to Pickup but not Assign
I am trying to prevent my techs from assigning tickets to other techs and only allow them to pick up unassigned tickets. When I uncheck "assign" in the roles they now longer havve the abilty to pickup. Should this not be seperated?
Security Issue if we unable to change admin password
We are using ServiceDesk Plus 5.5 with AD authentication enabled. We know from the other comment that we cannot change password in ServiceDesk Plus when the AD Authentication is enabled. However, there is a security weakness. The administrator account of local is still there and it is still be a default password which was known by all technician since we have started its implementation. Now, I would like to change password of administrator account to be known by only administrator but I can't do
Images in Solutions disappear after a day or so
I have a bunch of Solution documents. In most of these I have inserted, from file, a .gif image. The images display perfectly when I create the Solution document. They are perfect when I open the solution document after I have approved it. They display perfectly if I log in as someone else and open the document. Then, after a day or so, when I go back in and open the document again, the image has been replaced with the standard internet red x can't display image icon. Any help appreciated!
How to Merge Duplicated Products?
Hello, I'm cleaning up SDP right now and, over the years, people have essentially created duplicated entries with slightly different names while creating a PO. (i.e. "3 Yr Warranty" vs. "Dell 3 Yr Warranty" vs. "Warranty - 3 Yr") Is there a way to remove the multitudes of duplicates we have? Thank you, Dan
Office Communicator Screen Pop Up
I am wondering if I could put a request in to add the possibility of integrating with Microsoft Office Communicator to allow somehow have a pop up with regards to creating a new request and have it select the user based on a phone call coming in. I know this is very complicated request; this would be like call center software working with either phone numbers. We have our office communicator server tied into our phone system so that when someone calls it brings up a window showing the number and
Multiple Approval for ServiceRequest
Hi Team Any feature in the road map for Multiple Approval in case of Service Request. We have customers who use Hierarchy when raising Service Request. This is for a Bank. Any ideas or workaround is also good, we did suggest Change Management module, but its not the right way to do . thanks Isaac Me Tech
Technicians assigning requests
I have a bit of a turf war going on where technicians are assigning requests to one another and they bounce back and forth. Is it possable to remove the ability for the technician to assign requests but still have the ability to pickup and assign to themselves? Regards, Patrick
Modify Workstation Assets
Can anyone offer advice on the following scenario? Yesterday Workstation Name | Service Tag AAAA 1111 BBBB 2222 Today after Service Tag 1111 died AAAA 2222 (swapped HD 1111 into this system) BBBB 1111 (disposed) How do I clean up my Asset list/properly show what has been done? System is confused when performing asset scans now. I hope to repair system 1111next week and redeploy,
Assets in SD+ 7.6 (7610)
Good day! I have 6 storage lockers with 5 shelves in each. I have workstation NICs in locker 2 shelf 1 and server NICs in locker 3 shelf 4 I have video adapters in locker 2 shelf 2 I also have projector bulbs in locker 2 shelf 2 externals HDDs are in locker 1 shelf 3 and locker 2 shelf 4 and so on In SD+ i have only ONE field - Location to define where my asset is. Questions are - how can i get the list "what is in the Locker 2 (grouped by type)"? - how can i get the list "where are all NICs (both
Business Rule - 'if Site is"
Is it possiblel to create a rule that will target a site, so for example in the default settings, I want to create a rule that will say if a user of siteA creates a request it will do what I want.
Business rule question on SDP Version 8 beta
Hi All, I've been trialling Version 8 of SD+ and found it to be very good. I have run into a slight issue which I thought I could work around, but I'm missing a field in the Business Rule options to help me through; I'll explain the background. We regularly have people email the helpdesk and because we're all busy people, the calls often don't get picked up. For this reason, I've set all new emailed calls to have a half hour escalation SLA to ensure they're assigned. But I need to ensure they don't
Need specifics reports
Hello, My managers wish to have the following information. (SDP Buil 7506 and MS SQL Server) 1/ To calculate for every request, the elapsed time between its creation ( Open) and its attribution in a technician, which for us corresponds to the status ( Assigned). 2/ To calculate this average time, over the previous week and the previous month. ----------- 3/ To Calculate for every request, the elapsed time between its attribution to a technician, who for us corresponds to the (Assigned) status and
Two Bugs Relating To Task Lists
Hi, I have two problems to report, using 7610 but they existed in previous versions also. The first relates to viewing my open tasks. I view my open tasks by clicking "Show All" from the "Home" -> "My Tasks" section. This brings me here <hostname>/TaskDetails.cc?TYPE=MYOPEN After I click on a task, and perhaps change its title, and hit save, instead of just bringing me back to the list of "my open tasks", the page now displays ALL tasks every created. The URL is still <hostname>/TaskDetails.cc?TYPE=MYOPEN
Change in Pass Through Authentication Servers
Hi. We recently changed our domain controllers in our network and forgot to update Servicedesk before the old servers were decommissioned. Can you please let me know the best way for us to manually change the DNS Servers in our Servicedesk Plus Configuration. Thanks in adance Dean
Custom login not working
I followed the instructions found in the solutions of SDP to modify the login page. The only thing I changed was added the word "test" to the page. The page displays correctly, but when I sign in, the browser clicks over and over again like I'm being redirected back and forth between 2 pages. If I then click on my favorite for the site I am brought to the home tab with me signed in correctly. While the page is clicking, I did a View\Source and this is what I see <!DOCTYPE html PUBLIC "-//W3C//DTD
"Enable Local Authentication"
I have a litttly tricky problem, I am unable to logon with SD Admin account after disabling the option 'Enable Local Authentication", but able to login with all domain accoutns except Administrator any help
SD+ Not keeping modifications made to request template
Im trying to add and move fields in a customized request template as an administrator/local auth.. It allows me to save it but it doesnt keep the changes and goes back to random format. Im on build 7609 and dont see anything addressing it on 7610.
Approval Requests being Deleted
After an upgrade from version 7.5 build 7510 to 7.6 build 7608 some of our technicians have noticed that a few days after an approval is sent over to management the approval request disappears from the ticket and is no longer viewable under the ticket history. The particular requests were still in the pending approval state. Has anyone else experienced this?
Software tracking by user
Hello, Some of our software is licensed per user - an individual user can install it as many times as they want. Is there a way to track this in SDP?
Patches Folder
Hi, Once an update has been successfully applied is the data in the folder C:\AdventNet\ME\ServiceDesk\Patch still required? Thanks
Attachments
Hi I want to send Attachments in "E-Mail technician when a request is assigned" it is possible ? It is possible in another way - automatically. To send Attachments to some @ adress The story looks like that: We have account in SD for external IT provider who deliver to us services. After assign a request to technican email is send to external company and there a ticket is created in their service desk portal. After respond our employee close the ticket in our SD. The problem is no Attachments in
7605 Showing Acme Logo in Reports / Purchase Orders
We upgraded to 7605 last week with the advisement from one of your technicians. Which then gave massive problems with restoring the data and we were without SDP for a few days. I have changed the logo in admin, etc and it's working fine for the logon and the top left hand corner. However, in our reports and purchase orders, it still has Acme logo?
Service Desk & Apache
I have been trying to get the Service Desk Tomcat server to talk with the Apache ( 2.2.12) install on my Linux server by using mod_proxy_ajp. I have setup the proxy pass and the proxy reverse pass using the ajp protocol. The Tomcat server is running on port 8089 and when I point the proxy pass throughs to the port, it seems to respond prior to returning a 503 error. Has anyone been able to successfully get the Service Desk Tomcat server to communicate with an Apache server using either mod_proxy
Cannot view email created tickets as Requester, and therefor not user the $RequestLink in the notification email
Hi, We are evaluating ServiceDesk Plus and now have a technical question. We have enabled the mailserver settings and imported our AD users. Also some of the notificationrules are enabled. Our problem If a requestor e-mails the ServiceDesk directly, a notificationmail will be sent to him with a possibility to view/change the status of the logged ticket ($RequestLink). If we in this mode try to use the URL ($RequestLink), we first get to the loginpage of the portal and we then type the requestors
Allow sorting software by Installed Column
Currently in 7.6.0 Build 7605 I am unable to sort sofware by the Installed column. This would be very handy when cleaning up the thousands of useless entries after doing a domain scan.
Notification on change status update?
I'm wondering if it is possible to send a notification to a technician when the status of a change is updated. For example, when the status is changed to "Work in progress" I'd like to send an email to the group that is on call so they are aware of the work in case something blows up. Any ideas?
ServiceDeskPlus Forums link broken
When clicking on the Support tab inside ServiceDeskPlus and then clicking on the "ServiceDesk Forums" link, the page that link directs to is a 404 error. You'd think that you guys would be able to create a link to your own website. And, get this, the 404 page that is displayed by your website for the broken link? It gives a few links to click on, one of which is the "Home" link, which one would assume would at least take me to the forums home page. No dice, it too returns a 404 error page. Your
Domain scan - Probably the workstation might be switched off
Domain scan - Probably the workstation might be switched off This error is not true since the PC are on and connectivity is good. How can I get around this ?? Thanks Sal :?:
Ability to add a note to the technician when a request is re-assigned
Can you look to add the ability to add a note to the technician when a request is re-assigned please. At present you can add a note that is sent to the currently assigned technician, which is great, but when a request needs re-assigning it would be very useful to be able to annotate that re-assignment so the new technician knows why they have been assigned the work for instance. Ideally the re-assign screen could have an additional text box added below with the option to send the note to the outgoing
Hotfix 7610 released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 7610 SD-25177 : Login Credentials where passed through the URL when the Pass-through Authentication is enabled and the user tries to login as different user issue fixed. SD-29143 : NullPointer Exception while dissociating a technician from a site, When 'None' is selected as a value of a condition under business
SSO no longer working
This has been one headache after another. First SSO worked flawlessly. Then a hotfix came out and SSO is broken. Then another hotfix comes out and SSO is kinda working. Worked with a Tech and got SSO working again, kinda. Now, new hotfix comes out (7610) and SSO is broken once again. What kind of idiots run your QA department? If my company delivered products with as many bugs as you guys do, we'd be out of business. I'm really tired of hotfixes and patches that introduce more bugs than they
Problem and Change worklog details
Change Work Log Entry: Change ID Subject Change Description Created Time Time Spent in Hrs Cost Entry Description Technician Cost Entry date Category Requester Resolution MY-SQL: SELECT cd.changeid 'Change ID',cd.title 'Subject',cd.description 'Change Description',DATE_FORMAT(FROM_UNIXTIME(cd.createdtime/1000),'%d-%m-%Y %k:%i')'Created Time',ct.timespent/3600000 'Time Spent in Hrs',ct.description 'Cost Entry Description',au.first_name 'Technician',DATE_FORMAT(FROM_UNIXTIME(ct.RECORDEDTIME/1000),'%d-%m-%Y
Solution reports
Category / Topic Subject / Title Contents Created By Created Time Last Modified By Last Modified Time Status MY-SQL: SELECT KB_Topics.TOPICNAME 'Category / Topic',Solution.TITLE 'Subject / Title',Solution.DESCRIPTION 'Contents',Creator.FIRST_NAME 'Created By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',Updater.FIRST_NAME 'Last Modified By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.LASTUPDATEDTIME/1000),'%d-%m-%Y %k:%i') 'Last Modified Time',Sol_StatusDefinition.STATUSNAME
User close their own ticket
A lot of times users will put in a ticket and then figure out the solution for themselves. It would be helpful if they could go to the resolution tab of the ticket and close it themselves. I would say they should be able to change the status to completed, add text and save the ticket, but not save as solution.
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