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.
ServiceDesk on SQL Server 2008
Can someone please tell me if we can run ServiceDesk v7.5 on a Windows 2003 SP2 / SQL 2008 Server? We are looking at upgrading from SQL 2000 to SQL 2008 and need to know if this is possible. Thank-you, Rubens
ServiceDesk Plus v7605 Testing Issues Thread
If you are like me, you test all updates to SDP in your development environment as thoroughly as possible before going live in production. I am starting this thread as a central location for us (the SDP customers/Admins) to record issues we run across when testing the latest version of SDP. My thinking is more heads are better than one and if one of us is having an issue, there is a good possibility that others will as well. At the least, recording the issue here will give other SDP Admins a “heads-up”
Daylight saving time- How to change
After the change of the daylight saving time, Sevice Desk is still showing the old winter time. The server time is correct. How can we set the time in Service desk to the current summer time?
Scheduled data load / update?
Hi I'm adding a list of all our current projects into EUDesktop as a new field in Change. This field is a picklist. The project list is held within project server so a sql database... is it possible to set up a scheduled task that will pick up the project lists from project server and load them into EUDesktop? removing the old picklist entries first. In the past (on other packages) i've set up DTS packages to move the data around. Any thoughts on if this is possible / how to achieve it? Many
Requester Details
Is there a way to include additional recipients on a request? For example: someone opens a request and wants to cc their manager on it. How would they do that? Regards, vanderson
Ability to change "Jump to" Feature
Or at least ability to add Desktop Central as one of the choices from SDP.
Request ID based search has been removed from the request search in the left panel
The above referenced text is listed in the latest Enhancement Service Pack under SD 25985. My question is this: WHY did you remove this functionality?????? My colleagues and I have in the past used this feature to search for issues that may be related via the SD #. For instance, we oftentimes split issues for various reasons, but the 2 separate issues need to stay "related" to each other via the original issue number. We have been able to put in the original issue number and search and the results
Unable to add entry into the database using provisioning Template
I am using the given below xml parameters and values for the template to update the SysInfo table in Mysql. But, i getting the OperationFailedException from the RMI client. <InventoryUpdate> <MOUpdate MOName="sysName" MOClass="com.adventnet.nms.tutorials.ems.SysInfo" isNew="true" when="onSuccess"> <Property name="sysContact" value="$sysContact$"/> <Property name="sysName" value="$sysName$"/> <Property name="sysLocation" value="$sysLocation$"/> </MOUpdate> </InventoryUpdate> ERROR>>>>>>>>>>>>>>>>.
Variable $NoteMadeBy is not functioning in subject line
I'm on the template "E-mail technician when note attached to a Request." The default subject is "A note has been added to Request Id ##$RequestId##", I'm attempting to change that to "$NoteMadeBy added a note to RequestID #$RequestId". When I get the email however it's not replacing $NoteMadeBy with the value. Any ideas?
Send resolved/closed Mail to other recipients
Hi there, when i resolve or close a request, the requester receives an email from the system. Is there a possibility to automatically send mails to other people/groups? Ideally automatically filled in by the request´s template... Any ideas someone? Thx, Uli
Ability to return items from a PO
In the PO module, it would be nice to have an option to return items on a PO and delete them from inventory. Or just the option to add notes to a PO after it has been closed. That way I can delete the items from inventory and note the PO that a certain line number was returned. Thanks, Tyson
Is it possible to build a multilevel SLA?
I'm evaluating ServiceDesk Plus as a replacement for our curren system. However I can't really get it to work the way our helpdesk is set up; When an email is received it should create a request with status as open. 1. line will start looking at the call and can use up to 4 hours to try to resolve the call. Within the 4 hours, 1.line must either resolve or escalate to 2. line. When incident is escalated an SLA should be started based on priority. So: total SLA is 4 hours at 1 line + whatever time
Task/Attachment deletion
Is is possible to find out which user deleted task/attachment?
Cached user scan data
I want to reset the assigned users for all of our workstations.. Now i can reset them all to in-store status, however it automaticlly picks up the data from the last scan (we run the scans at login).. My question how can i remove this cached data to ensure that the next login will be used to assign the user..
Mail Fetching not working
Mail Server Settings shows status as 'Running' but mail is not being fetched. we recently moved to exchange 2007, which uses TLS for POP. is this compatible? i set email type as POPS with port 995. POP with port 100 did not work either. i tried the recommendations of start/restart service, etc in other mail fetching threads, with no luck. support logs attached. thanks for any help! -Andrew
importing data from sharepoint
Can I import records, such as closed tickets, from Sharepoint?
SSL not working
I'm trying to get an SSL cert from Godaddy to work with SD+ I've done all the steps to generate a keystore as outlined in the faqs and everything goes as planned. I edited the server.xml file with the keystore password and changed the web server port to 443 https Soon as I do that though and restart SD+ the connection fails. I setup a wireshark on the server hosting it and notice that when the request comes in, the server is sending back to the client an ACK RST Netstat doesn't appear to show anything
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