Templates (or ability to add/change fields) in solutions
As we've used the service desk system over time, our solutions database is all over the place as far as formatting, etc. It would be nice to have a template or something that's in place to give a guideline of how to format the solutions for consistency. Such as Summary Symptoms Causes Corrective actions Versions affected Other Information / Links If we could just have the ability to format the default "contents" space with this information, or the ability to add individual fields,
Reporting on re-assigned/escalated tickets
Is there a way to do a report on a re-assigned and escaleted ticket? I think this would be a handy feature - considering that most requests can be potentially be worked on by one tech for the majority of the time and then would have to re-assign it or escalate it. The original tech should have some metrics measured on his/her input on that ticket.
Upgrading from 7000 to 7600 , failed
in process of upgrading to 7600 from 7000 , patch failed on ManageEngine_ServiceDesk_Plus_7_5_0_SP-0_14_0.ppm , error in update manager ..... lib\AdventNetDeploymentSystem.jar server\default\lib\AuthenticationFramework.jar server\default\lib\AdventNetPersistence.jar server\default\lib\AdventNetDeploymentManager.jar lib\AdventNetUpdateManagerInstaller.jar_new lib\SDeskWmi.dll lib\ADAuth.dll thirdparty.html server\reinitializeDB.bat server\default\lib\commonsdputils.jar server\default\lib\SDUtils.jar
CMDB enhancements
A clickable Business or IT services (currently only relationships that are clickable are assets, asset components amongst a few others) as IT services or business services incorporate more than ne IT system / application it would be nice to be able to click through IT services. Also a granular dependency tree for the CMDB, i.e. more relationships. This components uses this which relies upon this, which is connected to this etc. Also the ability to see the dependencies in a dependency tree for impact
Attachements go blank after duplication
We recently upgraded to 7.6.0 Build 7602, and have noticed that when we duplicate a ticket that has an attachment, the attachment is blank on the new ticket. I searched Known Issues and did not see this.
add asset issue
Hi, whenever we add a workstation, it just replaces an old entry, instead of adding a new workstation. For example, after a network scan we have like 20 workstations. If we delete 19 of them and then add one, then we will not have two workstations, but the workstation will be replaced. Is there any resolution ? this is really buggy... Thanks.
error converting product from workstation to server
For whatever reason, our system has set product the "VMware Virtual Platform" as a workstation/desktop. When I try to set the product type to a "server", I get the following error: FAILURE :Error while saving the Product Details. Please report the problem to the system administrator, with the Error Code - 1,266,014,771,571. Fantastic error display folks.. Completely meaningless to anyone other then a developer. How an I suppose to fix this myself? Please help resolve this. We are running build
Request additional fields query report
I made 3 additional fields for a form as a number type. I need to extract data from those fileds in order to make a report that calculates something. How do I know the name of those fileds in the tables? Or how can I make this kind of report? Please advice. Best Regards Denis M.
Request loses group and technician when Request Status changed via Edit Request from filtered view
If we are viewing our tickets in a filtered view (that is, a list of Open Requests, Pending Requests or some other custom view) and check to select the ticket then click the Edit Request button at the top, then only change the Request Status, the request loses Group and Technician assignment. If you look at the screenshot, this is what we see in the history tab, making it appear that the Technician actually changed those fields when in fact ONLY the Request Status field was adjusted. Let me know
Hotfix 7604 Released
Dear Users, Please refer to the below announcement notification for the latest hotfix 7604 release. http://forums.manageengine.com/topic/hotfix-7604-over-7600-released Regards, Srikrishnan ServiceDesk Plus.
Attachment Size Limit?
Is there a maximum size limit on attachments that are able to be "auto-logged" from the specified mailbox? We can't seem to get a 11MB file to attach, a 8MB one works fine, it's a PDF. Our maximum size limit for internal mail is 15MB, is it possible to increase it to 15MB? Halp :)
SDP with Lotus Notes
How can I extract email addresses from Lotus Notes 7 so that I can upload it to the SDP. thanks
Any Way to shrink DB size
Hi - I was hoping that with the archiving option introduced in version 7.6 that this would facilitate reduction in DB size ? However have turned this option on, auto archiving anything over 12 months old, however it seems to put the data into a separate list still within the live DB. Whilst this makes searches back through the DB quicker as they by default dont seem to include the archived stuff, this does not appear to address the issue of ever expanding (and slowing down) database size. Is there
Custom view question
We have a number of custom views so that different technicians can see just their own assigned calls easily. I want to create an additional custom view so that each technician see their own assigned calls AND any calls that have come into the service desk and are currently 'unassigned' I dont seem to be able to do this using the advanced filtering within custom views ? Thanks
Remote control fails
I get the following error when i attempt to remote control a workstation: FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,246,991,465,708
Columns problem
Hello. I have a bug report. 1. Open a "Requests","Problems" or "Changes" 2. Open a column select dialog box and deselect all except the "select box" 3. Click the save button 4. Check the attached picture. Please help: how I can restore my columns?
MAIL_FETCHING: Error when processing mail
Good afternoon. In last several releases such situation is observed here: If the letter contains a picture (screenshot) which have sent with Microsoft Outlook 2003/2007 in format HTML, in system SDP (7.6.0 Build 7603) that letter hangs in mailbox Exchange2007, and SDP ceases to accept mail. Only removal of this letter from a mailbox and start "Mail Fetching status" solves a problem. THE REQUEST TO HELP! Error processing email with subjectOfMail : Сетевой принтер недоступен and messageid : <7FB6805C20822F49920CB8DF59F764F606550AAA98@SERVER>.
Creating a new field in the resolution section
All, I have created a new field called Technican Resolution Details and I am wanting to place this on the resolution page. I am in the Update Default Request admin template page and I cant seem to drag the field into the resolution part. Can this be done? I would like to see it on the part where the technician types in the resolution but only so that technicans can see it. I dont want requesters to see this bit. Thanks Martin
control of tables backed up
I have created a couple of additional control tables in the SD database containing essentially static data I use to provide some additional reporting functionality - grouping SLA's together as one reporting entity for instance. No UI issues and reporting works fine. The thing that has just tripped me up is the backups, they are obviously controlled by a list somewhere of the table names it should backup. So I did a full backup and the restored to a test instance to carry out an upgrade/dr test and
I would like the ability to change the Jump to URL for Service Desk Plus
I would like the ability to change the Jump to URL for Service Desk Plus, like there is in OpManager.
Hardware scan remplaces identical machine but different
Sorry if my English is not very good.I have several identical machines on my network, they differ is in the MAC address in the network card. When you do the scan all I get: Model: System Product Name Service Tag: System Serial Number Therefore, one replaces the other. And if I put it manually, it erases what I added to the above. Fields changed in the hardware of the PC, they are replaced. I need 2 extra functions. The technicians in my company have shift schedules for 24 hours, it would be good
HTTP Status 500 error on login
I am getting a Tomcat error on login to ServiceDesk Plus (see attached screen shot). I've tried logging the issue online but have had no response. I've seen this mentioned on the forums a few times but no solution is posted, has anyone fixed this before ? It's a real problem as it's locked out myself (the only system admin) and our front line helpdesk person.
Asset, Network scan
One more thing: if you scan the entire network then you get workstation model correctly, as the motherboard model. If you create manually a workstation and scan it, then the workstation model is "System Product Name".
Violation of primary key constraint 'global config_pk'
I got this error message 'Violation of primary key constraint 'global config_pk'' when I try to apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice Regards, Hassan
Startup issue after upgrade
The system could not start after apply the service back 'AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-7000_01_0.ppm' Please advice. Regards, Hassan
report request
Hi guys, I need some help with a report I would like to have a report for MSSQL that looks like below. I think the bigest problem is the fact that I want to use the resolved time and NOT the closed time to generate this report. ------------------------------------------------------------------------------------------------------------------------------------------------------- Resolved requests per month per level jan feb total prio 1 5 10 15 prio 1 < 4h 2 6 8 prio 1 < 8h 4 9 13 prio 2 10 20 30
Bulk Scan of IT Assets not working
manually create workstations, using their IP address only. go to Assets > Workstations select one or more workstations Actions > change credentials, just to make sure that credentials are ok; well, they are scan workstation window appears and enter correct credentials click "save and scan now" scanning window appears click close and go back to Assets > Workstations Now, one is expecting to see some update there. Well, it's not. It's the same as you left it. However, if you go to "New scan" and scan
Internet Explorer 6 support on SDP 7.6
Hi Has support for IE6 been removed? We have some clients still using IE6 and now we have moved to SDP 7.6.0 build 7603 they get a page cannot be displayed error and the URL is: http://servicedesk/ntlmv2?redirectURL= I could not see any reference to this in the upgrade notes. Many thanks Gary
SD-24265 Self Notification not working
Hi Everyone! Just installed build 7603. SD-24265 tells us that: SD-24265: Based on a configuration in the GlobalConfig Entry, self notification can be enabled. By default self notification will not be sent. To enable execute the query in the database : update globalconfig set paramvalue=false where parameter='IntelligentNotification'. I entered: C:\ManageEngine\ServiceDesk\mysql\bin>mysql.exe -u root -P 33366 servicedesk Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection
AD login with special characters in password
We have some users that have special characters in thier password like the club or diamond symbols ( ALT-NUMKEYBOARD 4) as example AD login won't allow them to login, stating invalid username or password. When you attempt to generate the symbol in the username field all you get is a bordered square. How can this be made to work, apart from telling user to not use special characters. Currently 7602, and tried in both IE and Firefox with same result. Regards, Andy
MAC settings to allow scan
what settings are needed on a MAC to allow it to be scanned from servicedesk? i've already set "Remote Login" within the sharing option TIA
Self notification emails
Any chance of getting this re-enabled? or at least providing an option to turn it back on? When I followed the command in http://forums.manageengine.com/#Topic/49000003844591 it disabled all email notification.
Create SLA for specific groups
Is there a way to create group specific SLA rather than set it at a global level? We are using version 7.6.0 build 7602.
Modifying SLA's - loss of conditions
Using 7602 I've noticed what appears to be a bug when the SLA is modified. I created a SLA with a selection of ITEMS as the control point for the SLA as well as the request type being REQUEST. That works fine, and shows the SLA as REQUEST TYPE is "Request" AND (Item is "X" or "Y" or "Z") If the line covering the ITEM is then amended the resulting SLA is REQUEST TYPE is "Request" AND ("X" or "Y" or "Z") - note ITEM is missing! Seems if the SLA is in it's original form and then a NEW selection line
Notification technician by SMS on SLA
Can we set notify technician by SMS on SLA like notify when ticket was assigned?
Site name deletion
Hi all, I am trying to remove site names but encounter "FAILURE :Site is being used by a module. Hence cannot delete it", I have gone into all requests and removed any that corresponded, But I still receive the same error. Please help Many Thanks Simon
Help enabling pass-through
Hello, I tried setting up a pass-through computer account, and the info I provided was not being accepted. I was wondering if someone could help me with the AD scripts (never really worked with scripts) it provides to try and create them from the domain controller. I just need to know where to input data into the scripts: For Example: 'CreateComputerAccount.vbs strContainer = "Does the OU go here?" strName = "Does the Computer name go here?" strPassword = "password123" strDnsDomain = "domain.parent.com"
Is anything ever fixed in this product....
without having to: 1) a re-installation of the product or 2) waiting for a service pack ? It seems like there is very little that tech support does to solve issues rather than telling everyone in the forums to "send a log", "we'll talk about that", or "wait for a service pack". As a person responsible for this system, I'd like to see more support responses of: 1) Do these steps to troubleshoot AND POST THE STEPS. 2) Actually solve an issue in the forums AND POST THE RESOLUTION I love the SDP product's
Send for recommendation history not being logged in History of Change
Change recommendations are not tracked under the History of a Change Request.
Problem Windows Domain Scan
Hi Is the problem that when you configure a domain to scan NT always requires pre-2000 format and my windows 2003 domain is configured. Thanks Hernan.
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