When completing a resoltuion is it possible to append it to a current solution?
When completing a resoltuion is it possible to append it to a current solution? I am trying to find a way to make this possible, as to cut down on repete solutions in the system.
Technician Roles & Permissions
When assigning multiple roles to a technician that includes different permissions within the same module, for example, I have two roles created. One role allows technicians to View Only All Requests. I have another role that allows technicians to View, Edit, & Add only those Requests assigned to him/her or their group. If I then assign both roles to a single technician, I would expect the technician to only be able to view, edit, add his/her assigned requests and any requests in his/her groups and
Show site details on request page
On a request page technicians are shown relevant requester details (name, telephone, asset, etc); however it would be useful for them to be able to see site information for where the requester is based as well (for example, we keep the ADSL line number and router IP in the "Fax" and "Web URL" sections). This would negate the need to open a separate page, go to "Admin", then find a site (for which there is no search, just manual finding) in order to see these details. Is this possible up to the
Linux or VMware ESX as Assets
Hi, I would like to know if its possible to add as assets the Linux or VMware ESX Server Machines. Thanks and regards Oscar Moya Valenzuela INTERPLANET GROUP
Case sensitive usernames
After upgrading to 7504 recently (went through many upgrades at once), I've found that you no longer have to select your domain to logon to. This is a nice feature. However it is picking up the username field as case sensitive and therefore some users only get the option for local authentication after they capitalize something in their name. This seems kinda crazy, is there any way to fix this? Workarounds? Thanks in advance. Jon
Assets (servers) with multiple IPs
Hi, SD+ 7.6.0 Build 7608 We have servers with multiple IPs on one single NIC. Is there a way to get all IPs listed on the asset? As far as I can see only one IP is listed under "Network Details" on the asset. We run a "network scan" on a IP subnet containing all the IPs that the server has on the NIC, but only one IP is showing up on the asset. The servers is a standard Windows server. Any ideas as to get all the IPs listed? /Ulrik
Request Approval
Hi, Let me explain a situation: We need a special type of request regarding adding/modifying or deleting users in the network. As obviously this kind of request needs an approval from a manager. Will be great if we can add a comercial rule for a category (ex. User Administration ) so automatically the systems sends an email to the right approval manager with a link to approve the request. Thanks Pablo
Adding Multiple Licenses to one Piece of Software
Morning Guys & Gals, I'm pretty sure I can't do this but want to check. We have a piece of mining software that has 10 named licenses. However within these named licenses are two categories for different uses which have 5 named licenses each. What I would like is the ability to apply the 10 licenses as per usual to 10 installations of the software. However I would also like to apply another licenses for the sub-category to the same piece of software. Diagram incase that was confusing:
Return Technician to Requester
Is there a way to return a Technician to a standard Requester? We have a user that was a Technician but now he changed jobs. We do not want to lost the Requests that he has under his name however. Is there a way to do this? Thanks Justin
Utilise ServiceDesk Plus d/b to produce NetViz Diagrams
I would like to use NetViz to produce the infastructure (site, racks, floor) diagrams. If anyone has achieved this before can they supply the names of the fields/tables to map to achieve the basic objective, or suggest an alternative for producing this information. Many thanks in advance. David Gordon
loggin erros
all my AD users are unable to login onto servicedesk plus 5.5.0 "error username and password" invalid. I am afraid to loose my data if i have to reinstall the software again bt how can i trouble shoot ths one. I have previous disabled the default Administrator account i can only login local with guest account Frustated please assist.
Report module
In "Report" module, I need a complete list of software with "Type = Managed" and order by "Softwarename, Workstationname" and with a subtotal by Softwarename.
Unable to raise new ticket
I have been setting up a number of techs who will not have full access to the system (our current techs have the SDAdmin Role). The new techs have a custom made role - 'Standard Tech' and nothing else however, when they try to raise a new ticket, the following error occurs - Request does not fall under your permitted scope.So you are not authorized to update the same Obviously I have some settings incorrect but I don't know what! Please help. Thank you
Re-open closed PO
Is there a way to edit a closed PO? or re-open it for editing?
Problems scanning Apple
Trying to scan our Apple computers, and I tried both scanning from the Workstation being entered into the system and also the network scan. However, they both show this error: Connection to RPC server in the workstation failed. Troubleshoot Which is pointing at the Windows Firewall in your troubleshooting steps. Thanks fro the help
Post-hotfix installation error - build 7608
After installing hotfix build 7608, we are intermittently receiving the following error: "Error has occurred during response. Please view the error window for more details." However, it does not spawn an error window. It spawns a new login window or a badly formatted GUI view. There does not seem to be any specific action that is performed. It can be after saving a request or changing values, to just a random pop-up after a period of inactivity on a standard view. Windows Server 2008 - Application
Printing a Request prints only half of the text, because of the scrolling area
When in a Request and navigating to Actions > Print Preview, all the Request-text is being displayed in a scrolling area. Internet Explorer is not capable of printing this inline-scrolling-area correctly. Workaround is, to select the text one wants to print manually. But this is a very unconvenient solution. You should fix the Print Preview-dialog in order not to use any scrolling areas.
Adding survey in close request page...
Hi, is it possible add a survey in close request page or we can put the survey link in the request close page? thanks and regrats. Murat Şikar.
Alert group members by Email, when a new request is resolved or put on hold
I would like to see an additional feature added to SD within notifications that will email group members when a request has been put either on hold or resolved. This will aid in tracking the request to completion.
Auto populate the CC field
Hi there. I hope somone can help me. We have 2 helpdesk email boxes here, one called helpdesk@ and one called servicedesk@ Basically, how do we configure Service desk to always add the servicedesk@ email address into the CC box when doing a reply from within service desk. Is there anyway that we can do this? Regards
How's SDP hotfix 7608 going for folks?
Hi, The hotfix 7608 has been out for a couple weeks now, and searching the forums returns only a couple of what look like isolated issues. I'd be interested to hear feedback from anyone who has upgraded as I want to upgrade from 7605. I notice that the SDP Known Issue List doesn't appear to have identified any high priority issues for 7609. Thanks, Rich
Asset population
Currently my firm has 200+ workstations attached to our scan. What we would like to accomplish is to be able to trace from the asset tab any single peice of hardware to a specific machine or workstation. Currently the only items populated in the Asset tabs are assets that have been put through the Purchase Order process. Even after scanning, the system will not populate the asset tab with already distributed computer peripherals. I was wondering if there is anyway to do this? I.E. if Jane Doe has
Delete RoboTechnician Template
Hi, We do not use the RoboTech and haven't got it as part of our licence. As such, how do we remove the Template from our list? There is no option to delete this as it is greyed out. Many thanks,
Recieved Group Email Notification when ticket created with status = closed
Hi Support, When I create Ticket and place it in one Group which easy for technician inside this group to view or edit in future if required, but every time created Ticket with Status = Closed and place in one group, the system always send notification email to group member that I have set. I want system send notification email to group member only when the Ticket created with Status=Open. How can I disable Notification Email to Group Member if the ticket was created with status=Closed? Regards,
Notification of request assignment to specific technician
Hello everyone, we are experience problems with the notification of request assignment to a specific technician after applied a specific business rule. This business rule is executed after a categoritation of request and assigns automatically the group and technician. When we do this, the notification doesn't work but if we do assignment manually the notification works perfectly. Another difference, it’s that all technicians except this, are exported from AD with their credentials. This technician
HTTP 500 error while trying to close a ticket
We have SDP 7.6.0, build 7602 running on a Win2K3 R2 SP2 VM, and I have admin rights. Today (wasn't this way Friday) I can't open a ticket, and if someone else opens the ticket, when I try to close it, I get this HTTP 500 Error: Apache Tomcat/5.0.28 - Error report 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 org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Manually added software gets removed again on scan
Hi guys, This should be reproducable: Manually add/create a software package (assume this one does not get scanned automatically because this is a custom made application and is just a copy action to the file system, and not an actual setup file to install it - we indeed have vendor-specific custom made software). Make it's software type Managed. Add the appropriate licenses if neccessary (i did) Go to the workstation that has the software, then click Relations tab, then Add Relation --> Container
please help me with a mysql query report
Dear support team , please help me create a query report that our new boss asked. we are using version 7604 and MySql. the report is a MONTHLY report , its' columns are : 1. ID : not request id, but the sequence number of record in this report, starting from 1 2. Create Time: request created time , displayed as yyyy-mm-dd hh:mm:ss 3. Dept: the requester's department 4. Requester: the requester name 5. Tel: the requester's phone number 6. Engineer: the first technicain assigned to this request 7.
I can not import the new staff from the active directory.
Sir/ Mam, I can not import the new staff from the active directory. Is there any log which I can view to check. Regards, Hassan
User cannot search Solutions
I've just noticed that ordinary users are not able to search our solutions database. Reps can search the database. When the ordinary user logs out the exit page gives them a summary of recent and popular solutions and from here they are able to view and them and search the databse, however thay cannot do any of this while logged in. ManageEngine SupportCenter Plus Version 7.5.0 Build 7507
Users can't access Solutions
After an upgrade to 7603 the users (requesters) can't view or search for Solutions. We do not want to open for solutions on the self-portal for non-logged in users, so altering the default self-service portal is not an option. Is this a bug or a configurable feature that is somehow hidden from the "Admin" page?
Query on requester conversations
In which table would I find all requester conversations for a workorder? I need to be able to report on this. Thank you.
can i change the date format in sdp
Hi, All date shown in sdp 7020 is like "06 Aug 2009, 12:03:45", is there somewhere i can change the format of date? you know i am in asia, people here does not think this type of date very friendly, someone even does not know what Aug means. I guess SDP is coded in Java, so i donot think this is a big issue here, i remember there is java class called Local just to deal with this kind of issue. the ideal date format for me is sth like 2009.8.06, 12:03:45, or to be better, with chinese or korean
Tech Availability Chart must be controllable via Role permissions
As mentioned alread in this thread, it should really be possible to control via "Roles" if the "Tech Availability Chart" in the Scheduler is visible or not. This should not simply be a Admin-only functionality. This is something important in the Operating area and not something relevant for an administrator of the Service Desk!
Setup problems with pop email account
HI I am having a problem getting emails from a pop account. Sending via the same account works fine. The issue occours when I fill the pop details in on the mail server setting page and press save I get the following message. FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X I have used google mail to test the pop account and can grab emails from the pop account with no problem. I have also
requester name with �
Hello, I have some requester with a "�" in the name. They can choose their name in the request, but when they click add request ServiceDesk says "requester doesn't exist". Please fix it.
Associating a Group to a Site
I feel like this should be an easy answer, but I've had trouble finding it. When editing a Request, you can choose a "site." Problem is, if I choose a specific site, I can't choose a group. I'm assuming it's because the groups aren't associated with a site. How do I associate a group with a site? Thanks. ~James Murphy ServiceDesk 7.6.0 Build 7606
Browser Support
Does anyone have any idea when Opera and Safari support will be built in, or if there is even a plan to do so?
Group E-Mail setting inside Technician group
Hi Support, Could you explain me more details about Group Email inside Technician group? what it is use for? Thanks, SOPHAL
Custom User Role
Is there a way to create a user role that will allow those users to view/edit all requests, but only be able to close their own requests?
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