AD "Organization" integration
Since SD+ already integrates with Active Directory, has there been any consideration of incorporating the "Organizational Structure" of AD into SD+? I think this could help improve several aspects of the tool... Approvals - Upon submitting a request for approval, the technician could simply choose "Requester's Manager". SD+ would refer to the organization it fetches from AD. This could be taken one step further by incorporating "Submit for approval" as an option in "Business rules". Certain templates
Contract Enhancement
We would like to have the ability to view conversation history within the Contracts tab (ex.to reflect notifications sent). Please consider this in an up and coming enhancement. Sincerely, LG
Asset Scan failure
A laptop harddrive failed and the technician replaced it with another harddrive (the laptop name, serial number, etc remained the same), Within Assets, the laptop was still displayed but when he went to Scan Now to run an update on this laptop a failure message popped up. I saw the laptop that he forced a scan on and it was defiantly connected to the network at the time of the forced scan. Reason this occured? Look at the attachment for the error message My second question regarding scanning, if
Running ServiceDesk on a secondary IP address
I am running a training suite and ServiceDesk on the same server (Win 2003, MS-SQL) . I have configured a secondary IP address for the network card connecting the server to the network but I can't get ServiceDesk to listen to port 80 on that secondary IP address. ServiceDesk was running fine, accepting requests from both IP addreses on port 8080, then I 1. changed line 11 and line 27 in C:\AdventNet\ME\ServiceDesk\server\default\confTrayIconInfo.xml to add the "ipToBind" statements (which I read
Licence update
Since updating the licence file, the system is no longer fetching mail, although no other settings have been changed. Unfortunately I didnt stop the service before upgrading the licence, not sure if I should have, however even after re-starting the service it stil will not fetch mail. Does anyone have any suggestions, thanks.
Unable to delete report folder / report folders not displayed
Hello all, I've been looking at our report definitions and am looking to remove some custom folders that have been created to house reports. It doesn't appear that this can be done from the application itself and so after reading a few previous posts, I figured that the report definitionss must be contained with in the database somewhere. Sure enough I came across the CustomReport_Folder and CustomReport_Details tables (MSSQL) which seems to house the detail I'm looking for. My first question
Notifications not being sent when request is updated
Running SDP 7603, on Exchange 2003 and SQL2008. We have Notifications enabled when requests are assigned and when they are updated. What I am not getting sent are notifications to GROUPS when the request is updated which is rather frustrating. We have a workload of requests that are in group queues, the requester e-mails in asking for an update and it appears the team doesn't get notified. Worse part of this is when requests are on hold they disappear from the standard view so even if the lists are
ServiceDesk Plus database
Hello - I have been tasked with upgrading our copy of ServiceDesk Plus from its current version (7014) to the current level and I have a question regarding the database file or files. We have setup the current server to use a MS SQL database on another server. Is this the only database there is or is there a second one still being maintained on the local server? Thanks in advance for your assistance in answering the questions. Dennis Rhine
Reset password on home page...
Password reset should be available on the Home page. Also is there a way to have it so the Solutions are available without user having to log in? If not, I would suggest these features be added. Thanks.
Emailing vendors
Is it possible to disable the ability to send an email to vendors in the contracts module of ServiceDesk Plus?
Remove warning when using Chrome
Chrome (Google's browser) works great with SD+, but a warning comes up every time you try to compose something to notify the user it doesn't recognize the browser and doesn't know if it will work (it does). It's a worthless message that just gets in the way. I should at least be able to turn off the warning so I'm not reminded 100 times a day.
Summarize matrix report by 2 columns?
Is there a way to summarize advanced matrix reports by 2 items? I am getting a request from management to have a single report that has: Column Grouping Created Time / Month Group By Category Summarize column by Count / Requests Sum / Time Spent Is this possible? Thank you
Change on request templates do not applied
Hi Dears I have a problem in request template change. When I do some changes and save them and applying it on request , these changes are not applied. I saw this error report in another topic but no answer Regards Samaneh
Asset Scan don't recognize new Software Versions
I'm using SDP and scanning 200 workstations with using network scan. Now I see that for example software 'itunes' shows in SDP old version number. I think it shows the version who was installed at the first scan. I have checked all the assets with this software and all are up-do-date with newer versions. A new scan of the assets shows no new entries. Question: how can I fix that? (without deleting the workstation)
Robotechnician
Is there a way to remove Robo from the template list once it has been enabled? After realizing that Robo is not very useful at this time I disabled it. However it still displays in the "New Request" templates. I fear that this will be enabled by accident or by a curious tech and then it will be visible to all users. This will cause unnecessary confusion.
When close request -HTTP Status 500
Hello. Yesterday I install last update on SD+. Today i have 2 error in SD+ when close request. See error log: 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) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Is there a way to 'follow' a particular request?
I want to be able to follow requests so I get notified when either the requester or technician update the call? Is that possible? Cheers Irvin
Additional filtering to reguest
Hi, We have several sites:n in our compnay and each site is fallowing their own reguest, is there any way to filter automatically en reguest page example addtional infro to techinac card and when technican is seeing reguest she/he can only shee their site reguest. Our problem is basicly that we are getting over 400 tickets / month and we have 15 locations, so it will take some time to track filter own location tickets. I know that we can start using sites to get goaround solution but we would
Cannot edit default SLA names
FAILURE :Error while saving the SLA Details. Please report the problem to the system administrator, with the Error Code - 1,270,590,014,906. Can someone help out with this error? Thanks
Multi part tickets
Been playing with the free version for about three days seing how it will fit the needs of my company. Having trouble setting up a multi part ticket. Example would be a single request that would have to be resolved across two or more predefined departments.
Mail not fetching
Since updating the licence file, the system is no longer fetching mail, although no other settings have been changed. Unfortunately I didnt stop the service before upgrading the licence, not sure if I should have, however even after re-starting the service it stil will not fetch mail. Does anyone have any suggestions, thanks.
Assign fields to emailed tickets based on "Resent-To" field?
My ServiceDesk Plus admin has tickets created via email assigned to groups and techs based on the To: email address. Is it possible to do the same thing with different mail headers? I'm specifically interested in "Resent-To". While I train my users to use the system, I want to be able to redirect their requests emailed directly to me to SD+. I can't forward them, as then the requester would be me, not to mention the other extraneous and incorrect information that would result. I thought I would
concurrent license
The local reseller just tell me that I can buy a 5 technician license no matter if I have 7 technicians. I told them I will have just 3 or 4 technician working in the application at the same time, and the other will be accessing at different times during the day. That's known as concurrent users license wich is the opposite of named users license. Please let me know what's the real licensing scheme for ServiceDesk +. Thanks, Angel
Assign a Request to a department
Hi As you know there are some requests in companies that there is not a specified person to request it. For example new cabling for a new building . Is it possible to assign a request to a department? Thanks Shahab
Mobile client does not work on AT&T
I have been working with support on an issue and wanted to see if others have the same problem here. My cell phone is a Tilt 2 with AT&T. I can't get the mobile help desk site to work on my phone. I constantly get a 504 Gateway timeout error. It will work on the iPhone on AT&T as well as on any phone on the Verizon network but it will not work on Tilt 2. I spent some time talking with AT&T and they told me it is because their MediaNet servers can't compress the site enough to send it. I asked
Annoying username\password box keeps popping up.
We have the 7.0.0.1 build in place. We use the AD authentication and passthrough enabled. Sometimes all works fine and sometimes we get a Windows (not a ServiceDesk) prompt box asking for username and password. Whatever we type in there doesn't seem to satisfy this and it pops up again. Wherever the browser is pointing to i.e http://servername:8080 is related to the popup box - in this case the box will say "Connect to severname" if we use the IP address e.g. http://10.0.0.30:8080 it'll pop up and
i want to put a password on my history so my employee's cant delete it. How can i do this??????
Help
Customize operation hours
Can I set the operation times as: 8:00 - 12:00 and 13:00 - 17:00?
Site not filling for requests submitted via API
We're using the API interface to submit tickets from our Software Installation Self Service system to SD+. We're using the "Operation=AddRequest" function, and we're using the "RequesterEmail" value to identify the requester. However, the "Site" is not filling in for the requester, therefore our site-based rules are not being engaged. Is this a known bug with the API interface?
Upgrade Issue from SDP Build 7022 to 7500
We are looking to upgrade our SDP from build 7009 to 7605. When we go from 7022 to 7500, our asset list has issues. All of the assets that were servers are now lumped in with the workstations. Also I get an ajax error stating that an object is required when I try to add a new product under Admin. Has anyone else had this issue? If so, how did you resolve it? Thanks, Mike Guigar Genisys Credit Union Where you come first!
HTTP Status 404
I am having an issue with task notifications not linking correctly. We are getting the HTTP Status 404 error. The link is pointing to the server via IP address and then servername all in the same link when we click it. However the text of the link is ok. We can copy and paste it with success. thanks
SQL Server-Windows Authentication
Hi I was wondering if you have added windows authentication to Service Desk plus? My IT guys said that you currently support mixed mode. As a DBA I am weary to allow this. Rgds JL
Approval notification - after specific number of recomendations
Hi Currently when a change is created the CAB approver will not approve the change until a specific number of people have recommended it. They check back into the change every hour or so to check if the recomendations have been given.. a time consuming task. I would like to set up a notification to the approver once the relevant number of recomendations have been given... is that possible? Ta Steph..
7.6 Upgrade...Extra Whitespace on Email Replies
This seemed to have just surfaced after our upgrade, but email responses created from within Service Desk seems to be adding about 5 extra lines before the begining of the typed email response. Is this something that is configurable? John
First Quarter Report
Hi I need your help to make the first quarter report by Category and I need to change the date as well The report will be like this Category | Open | On hold | Resolved | Close | Not met SLA | Closed within SLA And another report by Technicians and I need to change the date as well Technicians | Open | On hold | Resolved | Close | Not met SLA | Closed within SLA Thanks
Next Hotfix (760x) - features
Any indication when the next hotfix will be released and what it contains please? Regards, Andy
Total Asset By User Or department
Is there any way to get the report of all asset attached to the partuclar user or department. Like i want to check this indivisual user having homany asset for example printer scanner workstaion or any other non it asset. Please let us know.
Requestors (and technicians) prompted by Internet Explorer to authenticate when opening some SDP emails
Hi, Requestors and technicians are prompted for authentication when they open some SDP generated emails using Outlook. We are using Internet Explorer 6 and Outlook 2003, with SDP configured for Windows AD pass-thru authentication. This doesn't apply to all emails - at the moment I can't see a common factor. The authentication dialog box that appears is as follows: Connect to w3kwebsrv01 Connecting to ictservicedesk.domain.local username: Password: [ ] Remember my password OK Cancel. w3kwebsrv01 is
ITIL reports
Hi, Has anyone written and would like to share or have Manage Engine created any ITIL reports, such as first time fix resolution rates and more. I'm trying to use KPI's but need more functional reports.
SQL query string for 'resource cost'
Can someone please assist me with an MS SQL query string that will return the 'resource cost' for an asset as part of a custom report? I've tried using the 'COST' column from the 'ResourceCost' table but I can't seem to get the right string syntax to produce the output. I keep getting variants of the 'Invalid column name' error. Thank you for your help.
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