Problem with backup scheduler
Vannakam Machi, My backup scheduler don't work. Every day thebackup is doing manualy. I have a ticket with the team of SDP, number: 6316315 and 6316345 Title:[Request ID :##6316315##] : Problem for create a new technicians Title:[Request ID :##6316345##] : Problem with backup scheduling (customer: CVC) Can you help me, please? Nandri Pappom. Anderson Carvalho.
Helpdesk color coded tickets
I work with a company that uses your software and it is very helpful. One thing that we have a problem with though are all the tickets we get. This can make it easy to overlook some of the high priority tickets while sifting through them. One thing that I would like to see is where you have your tickets listed, and the background of the ticket alternates from the blue and white "ish" backgrounds. Instead I would like to see the backgrounds of the individual subjects color coded (I.E red background
Unable to search in in merged requests
This has come up as an issue a few times, so I wanted to bring it up. It appears that when you merge a request into another, and then try to search for facts that are in the original request, you can't find the info. I'm guessing this is because the merged request becomes part of the history of the request you are merging it into and is not exposed to the search function the same way? It's especially annoying when you know the original service request ID, but then want to find the request. Searching
Modifying HTML for Request Template
I would like to add an additional option to the dropdowns for "Mode" i.e. Walkup, can you point me to the necessary file and its location, thanks.
Change implementation not recording costs
When I put in workload on a change against my own name as a technician there are no costs being brought through as a base so the work ends up as 0.0 If I pick another technician the costs are populated. I have checked that my account has an hourly rate against it. Started at some point after upgrade to 760x versions. Regards, Andy
Procedure to migrate from MySQL to MSSQL
Here is the procedure to migrate your SD+ database from MySQL to MSSQL. a) Stop ManageEngine ServiceDesk Plus service b) Migrate to 6.0. Follow the instructions @ http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003329137 to help you migrate to 6.0 c) Take a backup of the existing data and configuration under MySQL database using [ServiceDesk-Home]\bin\backupdata.bat d) Invoke ChangeDBServer.bat under [ServiceDesk-Home]\bin folder e) Follow the onscreen instructions
Integrate SD+ with Enterprise Calendaring/Scheduling System
I would find it very useful, if SD+ could integrate with an enterprise level calendaring/scheduling system such as MS Exchange, Zimbra or Open-Xchange to facilitate among other: - Technician scheduling/availability - Maintenance Scheduling For example, when assigning a ticket to a technician, SD+ would check the tech's calendar and if not available would issue a warning. Then the manager can assign the ticket to someone else or still assign it to the absent tech. We can load specific calendars in
Propose solution as-you-type
Hi there, I have a feature request that would push the value of the existing solution database to a new level: propose solution as-you-type. Means, when a user is adding a new request, while he/she is typing, SD+ searches the solution database for matching keywords from subject & body. Then it will propose the results to the user, so he probably does not even need to open the ticket! Cheers Oliver
Long load times on first page
Everytime a user opens the SD+ first page (http://server_name:8080/) it takes up to 10 minutes to load, and even I enabled the Active Directory and pass-through Authentications, the login page is displayed. I'm just guessing, but I think this is because our enterprise is connected to other subsidiaries in the world (USA, France, Germany, etc) and I suppose SD+ is trying to find current user's domain. If so, how can I avoid it? Since I just want to work with my domain, I alreay set my domain in the
Question about Remote Workstation
Hello - I am in the process of upgrading our copy of ServiceDesk Plus from 7014 and am currently at the 7500 level. After doing this install I noticed that there is a button for 'Remote Control' but when I click on this I receive a popup stating that 'Windows has blocked this software because it cannot verify the publisher.' Is there something that I need to do here to get this working? My thanks for everyone's earlier assistance. Dennis Rhine
Using and setting up the mobile client
I tested inputting the address: http://myserver:8080/mc on a handheld device and I get the error: "Cannot Open Page" Safari cannot open the page because of the server cannot be found Now, we've done nothing on our end to make this address accessible from outside our network, however I was told by support that we didn't need to do anything. So I'm confused, what do we need to do on our end to get the mobile client to work?
search with logical operators like AND or OR
Hello We are using SD+ 7.6.0 Build 7605 Is it possible (and how) to do some search in the requests db or the asset db with the logical operators like AND, OR, &, | , ...? Thanks a lot for any feedback Best regards, Marc
AM / PM instead of 24-hour clock in Service Desk
I don't find where I can adjust the clock setting from a 24-hour clock to an AM / PM clock. Is this feature available? If so, where. If not, is it planned for a future build? I am currently running 7.6.0 build 7605 Thanks
Upgrading to Professional
Hello, We are currently running ServiceDesk+ 7.6.0 Professional on Windows Server 2003 with a SQL 2005 instance on a separate database server. We are planning to upgrade to the Enterprise on Windows Server 2008 R2 with a SQL 2008 instance on the same server. What would be the best way to migrate the database to the upgraded system? Thanks
Problem upgrade servicedesk plus from 7022 to 7500
Hello, I'm trying to upgrade servicedesk Plus from 7022 to 7500. But during the installation I recieve the following error "There are no promary or candidate keys in the referenced table..." When I want to view the log. I get a empty screen. Can any help me with this issue? thanks!
New custom view does not display data
I'm testing build 7605 on a test machine and when I create a custom view, I get 0 results. My filter is: Technician is <me>. If I create the same custom view in our current production build (7507), several hundred records display. Is anyone else having this issue?
How can I do a software audit report?
I want to produce a list of all our software, which software type it comes under and how many installations of the software exist. The only report which seemed like it could meet these criteria was the matrix table, I could sort the Y axis by Software Type and then Software Name, but the problem is that there is nothing in the X axis drop down so I cannot produce this report. How can I get the report that I am looking for? To be honest what I really want is a report that looks exactly like the
notification of tasks
Hello When adding a task for a request and assigning it to a group only (but not to a technician), the members of the group get a mail saying that a task had been assigned to them. Unfortunately, the task does not show up in the home view / task view of the technician. There is even no possibility to do a 'task pick up' in that case. Wouldn't it be useful to show the task - which have been assigned to a group but not been assigned to a technician - to every technician of the group, until the task
Adding new vendor from Software License
No matter what role or permissions I give the technicians (besides admin) they are unable to add a vendor within the Asset tab > software license > add new, they can within the contract tab> add contract > new vendor. Was this ever fixed or is grant Admin rights the only fix? I do not want to give admin rights to a technician for them to perform this function.
different results between flash and matrix report
I have different results between flash and matrix reports. What is the Problem? The Query of the matrix report (result is in the attachment)is the following: SELECT wo.CREATEDTIME "Created Time",sdo.NAME "Site",wo.WORKORDERID "Request ID" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Technician - Site assignment issue - Urgent pls.
Good Morning All, I am encountering an issue where I am unable to associate a technician with the "Not associated to any site" site (That doesn't sound right). I have three technicians who are still associated with this "No Site" site, and they all appear to function properly, yet when I try to associate another technician to "Not associated to any site", I get either an error message that is entirely blank, or the following error message: FAILURE: One of the value with which the Technician
How to filter all apps with 0 installs
I am looking for a method whereby I can select and delete all applications with zero existing installations. We're looking to begin a classification of our applications, but I want to keep the numbers down by removing applications which may no longer be relevant. How can I go about this? We're running 7.6 on with an MS SQL 2005 back-end.
Customised views for each filter
It would be really handy to show specific columns for certain request filters and not for others. For example, it would be good to have a filter that showed category, sub-category and item but another filter that did not go down to this level.
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
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