Requester Can't Close Requests
We have the system set to send an email to requesters to allow them to confirm request closes. The Requester gets an email that asks them to close, but when they enter a comment and hit "close request" the form seems to just reload and nothing is closed or updated in SD.
SW History on Asset
Hi, When we use to add or remove a piece of software to a server asset the history tab would record these actions. Since an update (either the last 7.5 or to 7.6) it no longer does so. Hopefully I am just missing something. Thanks.
email notification html parsing 7.6 SDP
WE have found that after upgrading to 7.6 7602 service desk we have some issues with emailing notification in HTML. It works find when notifying of new tasks but does not work when a technician is assigned a task, the technician gets a black screen. The same issue applies when sending emails to requesters and forwarding emails to technicians. I have been through all the forum with no luck. Can you please let.
Hardware Summary Report (Workstation summary reports)
- Can I customize this report? Edit the layout, change the font, color... - Can I add another data to this report? I see only Memory Details, Network Details, Disks and Drives... I want to add Video Card Name, Video Card Memory, Sound Card Name, Last user login to this report! PS: Version 7.6.0 Build 7602
Displaying additional requestor details in a request
I'd like to be able to see the EMPLOYEE ID information when ever a request is created. At present the only way I can find to do this is to enter the requestor details on the request, then click on the SEARCH REQUESTER LIST icon, which brings up the search page with just the requestor selected shown. Then click on the EDIT REQUESTOR link. If possible the details would be possible via the Request page, 2nd option would be on the VIEW REQUESTER page. Suggestions on supported or even unsupported ways
Import a single requestor from Active Directory
Is there a way for me to import a single requestor from AD? I know the OU group for the user but I would rather not import the entire group.
Cannot apply Request Template to any request
Since 7.5 we have been unable to go into a request, edit and apply the request templates. We have tried to delete and recreate the templates but that does not work. I have seen similar posts; WHEN WILL THIS GET FIXED?!?!?! Would like to see another answer other than the standard, "...will be fixed in next hotfix..."
Server/Workstation Summary Report
I am trying to figure out a way to either print all Server/Workstation Summary Reports with either a page break between the server/workstation (each new server/workstation starts on a new page) or to print the Workstation Summary Report one at a time by using filters. This seems like an easy task, but the only way I can figure it out is to do a seperate custom report for each Server/Workstation. Help... Thanks.
InterProduct Interface Consistancy
Is there a team at Adventnet that is responsible for overall user interface and design? It would be really nice, if all the Adventnet product has the same base interface across the board and had the same consistant look and feel. Looking at the interfaces for both SD+ and OpMananger.. they are completely different. Completely different layouts on the tool bars and where to find information. SD+ has single signon, OpMananger does not.
Deleting System Log
Currently we have 661981 log entries in System Logs. I would like to remove all log entries so I can start fresh fixing the errors, however I can only remove 200 at a time, as you can guess this is time consuming. Is there a quicker way to remove all log entries? We are using the MySQL database and v7.6.0 Build 7602 of SDP on a Windows 2003 Server.
Meaningful error codes
Sometimes when doing things in SD+ we get really helpful messages like : FAILURE :Database exception while deleting Workstation. : Cannot delete or update a parent row: a foreign key constraint fails. Please report the problem to the system administrator, with the Error Code - 1,238,241,091,765. Or are reported here: http://forums.manageengine.com/topic/why-is-the-error-1%2c238%2c003%2c953%2c765%3f Adventnet said they would help in this post: http://forums.manageengine.com/topic/not-able-to-delete-a-workstation-from-servicedesk;
purchase request notification
Hi, is there any way to configure ServiceDesk Plus to send a daily message to the approver until the Purchase Request is either rejected or approved? This would be of great help. thanks
Domain Scan duplicates computers
When I do a scan on our domain it creates new computers into ServiceDesk that are already there. so now i have 2 computers with the same name, one is assigned and has all of our information and the other one does not. Please see attachment How do i fix that?
Assistance with API functionality
I now have a need to take advantage of the API functionality in SD+, but I have very little understanding of how this works. I'm going to start small with basic functionality, but this discussion may eventually start evolving into greater detail regarding VB scripts, etc. To begin, I'm simply trying to create a new request via the Address Bar in IE. From what I undersand, I just need to supply the URL for the server, followed by the path to the RequestServlet, followed by the necessary attributes.
Approvable requests
Hello everyone! I'd like to ask to add such feature as approvable requests. In my organization, along with generic requests, we have requests that needs to be approved. For example, some person want me to give him access to some share, or to install specific software. Of course, I dont know if that person should have access to share. And thats why this request needs to be approved by some other people (manager or someone else). I think it will not be too difficult to add such feature. Thanks!
Incoming mail problem
Hi, I have a problem with my Sd+, Im using exchange 2007 as a mailserver i fetch mail through imap. if i look in the indox i can see all the mail, but the the servicedesk dont fetch them. the logfile says the the inbox is empty, look at the red text. hope someone can help me! 13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|: Obtained mail fetching session.| [13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|:
solutions view
hello, we check the option to use&buy service desk software. we use service desk 7.5 for now and we want to know if its possible to view the request when i open the solution. i know how to open new solution but i dont see the request that connected to the solution. thanks liran
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for your error logs
Assigning Request Templates to Sites
Goo Day, In SD7 it is possible to create sites and have departments assigned to them. Is it possible to Assign Specific Templates to sites..? IE one site runs Linux, the other Windows. We do not want the linux guys to see windows related templates and visa versa... all help is appreciated... Regards Warren
Exception while trying to send
I have a problem with Servicedesk plus. Mail from requester create request, but notification not sended, in system log message " Exception while trying to send notification" parameters in outgoing mail server seems right.
Data Archiving - Flexible Date Options
I've just upgraded to 7602 and the new data archiving options is a nice addition to SD+ but I would like to see something a bit more flexible when selecting which records to archive. I would like to be able to select a specific date - so for instance, I want to archive all records that are closed and have a closed date before 1st Jan 2009. That way, I can keep my current years records from complete calendar years together for reporting purposes (or it could be half years or quarters if that was appropriate).
PDF of Admin Guide
Is a PDF of the Admin Guide available? It is difficult to keep changing windows to look at the online help while trying to configure ServiceDesk Plus. Thanks.
Deleting a Vendor Relationship or Product
We have recently been having difficulties deleting a vendor from an item or deleting an item from the product list. When I tried to attach the log file I was told that it was too large. I can email it in or do something else to get this to you. Thanks Dennis Rhine
Link request
I don't know if this is already implemented or not but I would like the ability to link request. E.g I may have a request to build a new server with ID 1234, however I could have two sub request e.g buy parts as ID 1235 and install OS as ID 1236. The way that the linking could work is: ID: 1234 is linked to request 1235, 1236 ID 1235 is linked to request 1234 ID 1236 is linked to request 1234
add task overview in print preview
Hello The feature 'print preview' is a fantastic tool. Can you extend the print preview in order to show an overview of the tasks attached to the request (fields Title, Status, Assigned To, Group) Thanks Best regards, Marc Ludwig
Why isn't Site able to be mandatory?
I can edit just about every other field in order to require it be filled out, but Site does not allow me to make it mandatory. Why is that?
Delete Site
We have deleted a site and it is still in the system. When we try to create a new site with the same name it tells us the site exists. However it does not show up in the sites list. Help!
Email attachment becoming main request.
Hi Lately we've discovered that when sending an email with an email attachment in it to a mailbox, after fetching it the attachment becomes main request and the main email is gone. In ServiceDesk it looks like normal request with nothing unusual, only because we have a copy of the original mail which was sent we were able to notice this. We're working on the Exchange 2007.
Custom Query: Average time between open and close/resolve
I'm surprised that a query like this is not part of the default reports. I want to see the average time a request is in another status than "closed" or "resolved" Preferably per month. We run SD+ on windows. Help appreciated.
List of Known Issues and Features for ServiceDesk Plus published !!!
All the Known Issues and Feature's reported in ServiceDesk Plus is published on the link mentioned below: https://servicedeskplus.wiki.zoho.com/ We recommend you to check against the above link before you raise an Issue or a Feature and to quote the ID's while raising any questions regarding any Known Issues or Features mentioned on them. Note: We are yet to update the complete list of Known Issues and Features and they will be updated soon in batches and all those new Issues or Features raised,
Network Scanning for Printers - Uses HOSTNAME for Asset Name, but has a 13 character limit.
I'm just in the process of adding all our network printers to SDP+ but I'm struggling to find something that I works how I want it. All our network printers are in the same range (192.168.2.51-192.168.2.99) so I have added a scan range under Network Scan. If I then scan this range it picks up the printers and does one of two things...If the HOSTNAME of the Printer is 13 characters or less, then the printer is added using the hostname. If the hostname is longer than 13 characters (which a lot of
Error in Custom filter view : Rendering Exception
I've created a new view called "All Not Closed". It is a simple filter that shows Request Status "is not" Closed. simple huh? but when I choose it I get rows and rows of "[Rendering Exception]".. Can anyone else recreate this? Build: 7501
Mobile Device and AD
Is any way to login to SDP 7.6 from mobile device (Blackberry) when AD integrated and SSO is in use, or only when local authentication? thanx.7
how i retain local authentication, currently it is disabled
Create request problem on SDP 7.6
Users create request and sometimes they can't do it. Just clicking add request and nothing happens. They have to try again - close and open browser (IE 8) or logout Windows and logon again. Clearing cache browser is not an issue. (7.6 build 7602) regards C.
Modifying a Software Custom Report
I need to add Resource State to this report, but don't know SQL very well. Any help would greatly be appreciated. Thanks. SELECT WorkstationName 'PC Name',softl.SOFTWARENAME 'Software Name',softl.fileversion 'Version',aaaUser.FIRST_NAME 'User' FROM SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID LEFT JOIN Resources resource
Can´t use own status - Can´t edit standard entrys
Hello from Vienna! We use Service Desk Plus Professional 7.5.0 Build 7514. We use the german software with the latest language file. There are many default settings that i´m not able to change and it´s also not possible to use own entrys. Most important in my opinion is the "status" of a call. In english the default is: onhold open closed resolved I HAVE to use this status in my german version too....so most stuff is in german but the status is in english?? When i create a new status in german like
Insertion of pages
At the Request Module how do I view the pages which is more than what is display (max 1000) in the drop down box for selection
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
When creating a request, the system gives an error "no permission to create"
Hello. When our technicians create a request in AdventNet (Version 7.6 Build 7601), it says that there are no permissions to create a request. Though a few minutes ago, this request is logged. How can we resolve the problem? We started to experience this problem when we had upgraded to the new AdventNet version. Thank you Tatyana
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