Stop non-requesters from submitting tickets via Email
How do I stop ServiceDesk Plus from creating a ticket that is sent via email from someone who is not in the requesters list? I have both Dynamic User Addition and User Login Addition set to No but that makes no difference.
Couple of questions ServiceDeskPlus
Hi , I trying out ServiceDesk Plus MSP and i have couple of questions : 1. in buisness rules is it possible to create to terms with "AND" and one "OR" , i want both "AND"'s to excist or other 2 "AND" terms , how can i do it ? 2. when i am in a request and i press reply , why isnt the requester mail automaticlly shows in "TO" field ? 3.i want when SLA time is due so it will send emails to specified Managers/ Technitions , is it possible? 4. In buisness rules section i want that one term excist it
HotFix 7509 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7509) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 7509 SD-15434,SD-20979 - NullPointer Exception upon performing request bulk edit, if no site is configured in the system. SD-20971 - PreventiveMaintanence tasks are not generated when scheduled but created when manually run. Upon enabling the Notification for the new PM task creation, there is a notification
Report question
Hi , when i create custom report with "timespent" column it always shows 00:00 , what exaclly is timespent ? how do know how much request was open ? Thanks Ahead , Doron Hacham.
Contracts list: Add new or edit predefined filters
In contracts list, we want to add and edit new contracts filters and change the predefined ones. This is needed to manage a large list of contracts efficiently.
Customizable column width in Contracts module
This is a general problem of ServiceDesk Plus and a real mess. In Contracts module, the "Subject" text is always abbreviated with "..." after 20 characters, even if there is much more free space in the column because most other columns have been disabled.
Bulk Asset Editing
I have over a thousand entries I need to modify, is there a way to make these edits in bulk instead of clicking each one? Example, location in all these entries needs to be Mississippi. How can I do that to all entries at once?
PO# Start From to Include Text
Can we please have this changed to allow TEXT, so it can increment the Purchase Orders following our PO Book. eg All our PO's for our department Start with ITM-(Purchase Order #) SDP will not allow it to auto increment with having ITM- in the admin field (We can add it manually to the PO) but who wants to do that, and on top of that we have to check what PO we were up to.
email requests arrive with no subject nor requester
ServiceDesk version 7.0.0, build 7017 Just now set up inbound email fetching. POP server is an AIX box. Send an email to the helpdesk email account on that box. Upon fetch, a request is created, and the body of the email is loaded as the body of the request, but instead of the email's subject as request subject, we get "Not Provided" as a request subject. Instead of the email sender as Reqeuster, we get "Not Provided" as requester. Email Address is also "Not Provided" There's probably a fairly
problems upgrading 7022 to 7.5
Hello, We are experiencing some difficulties upgrading from 7022 to 7.5. We wanted to upgrade from 6.0 to 7.5. Everything went fine till the upgrade from 7022 to 7.5. We tested 7022 and that version was ok. But with the update procedure to 7.5 we got an error saing the data could not be backed up. We then used the backupdata.bat and mssql to backup our data.The next thing we did was an reinstall of sd+. - stop sdp service - uninstall servicedesk - delete database from mssql - delete the local installation
Solutions - the editor is just going crazy
After the new layout for Solutions the Editor is hopless. The Bulleted lists, line spaces, some fonts etc. looks fine in editing mode, but is disappearing when saving. We are now working with the Configuration Management and this is very, very, very confusing. We can't go on with this any longer, I was sure it would be fixed in 7509. Waiting...
AD import - exceptions for specific accounts/groups?
Hi is it possible to restrict or add an exception list to the user list that is imported from AD On our AD configuration we have Exchange mailboxes listed as user accounts and at the moment these accounts are being imported into Service Desk is there any way that I can control what AD data is imported? Regards
Emails that generate tickets, is it possible to auto complete some field types?
Hi If an email comes into the Service Desk from a specific address (i.e mailserver has blocked an attachment) is it posssible to set criteria so that some of the fields in the ticket are auto completed? (.eg call type, priority, etc) Or is this not possible and the only solution is for the technician to manualy configure the ticket. I would like to be able to do this for specific types of emails that are generated on a regular basis from a specific address regards
Techinicians are no longer Requestors in Build Number : 7505
When creating a new request the Technician is no longer listed in the Requester List. When entering the Technician name in the requestor field the associated AD attributes (contact number, department, etc.) are populated in the the new request but it will not create the request see error below: "The user belongs to a site other than you have access to. You cannot create a request for this user." The Technician belongs to the sites. We have Technicians that are Requesters for 2nd & 3rd level support.
Change requestor
I am evaluating Servicedesk plus and would like to change the requestor. Is it possible and if yes then how?
SD Server has multiple ip addresses. Server is registering to wrong ip.
Is there anyway to lock SD plus to a certain ip address on the server? It seems the server is attaching to all ip addresses on the server. Thanks. -nick
Restore SDP from a Disaster
Hi I do not have the files directories and only I have the database in SQL 205, where can I find my build number?? I do not have any backup and only I can remember that I have ther version number 6
Can "Warranty Expiry Date" and "Acquisition Date" be displayed in the workstation list view?
Before the "Warranty Expiry Date" field was added in the "Resource Info" section of Workstation Configuration, I'd created my own "Warranty Expiration field" under "Additional Info". Well, I'd like to get rid of that now however I've been keeping it because I can't seem to display the "Warranty Expiry Date" or "Acquisition Date" in the view that shows all of the workstations. If this is by design, why? I like to have an at a glance view of all of the sites, warranty expiration dates, etc that I
Asset Management Issues
Hi, Anyone tried scanning a server with ISA server installed on it. Im trying it out but it gives RPC server unavailable even when i shutdown all the ISA server services. Sheldon.
New Asset State
Hello, I have created a new asset state 'sold to customer,' and want to be able to assign a user/department (customer/customer) to the asset, much like you would assign with the 'in use' state. How can I do this? Thank you, Justin
Changing the Service Desk URL ?
Hi Does anyone know if it is possible to change it instead of http://domain:88 To http://domain/helpdesk ? I'm not sure if it's possible, but I thought I'd check first.
alias Changing URL
plan to change alias URL http://localhost:8080 into http://pscsdesk is there any way i could change it. I'm thinking if possible in port forwarding?
Extracting email histroy from SDP database
We need to extract the email history for all incidents frmo ServiceDesk plus. However i can not find any table where this is kept. I have looked in WorkOrder_Threaded, but this doesn't seem to help. Can someone please tell me where to find this information in the database?
Unable to save attachment to ServiceDesk
When creating a ticket and adding an attachment, it shows the attachment and it's correct byte size but when you try to open it says file not found. The directory for the ticket is created iunder /fileattachments/Request/Jan2009 but not file is found there? This is critical. The error from the log file states that the file could not be moved, attachment not saved.
Custom Due by Report
I need to create a scheduled report with the following The report should show All overdue requests Or All requests with no due by date and the current date and time is greater than the created date plus 48 hours I would like to have the following fields shown in the report Request ID, Priority, Subject, Technician, Request Status, Dueby Time It should be grouped by Site. Any help please?
No notification sent by SLA
Hi, I looked through the posts but none of them could help me. I'm currently running the demo version of ServiceDeskPlus. Now I'm testing the SLA functionality and so I created my own SLA (see picture below). As you can see the time limits are very short for testing purposes. The resolution time is set according to the sla. All technicians are associated with the right site. But I don't get any sla notifications. Other notifications (for example "request resolved") are working, so it's not the server.
Group request emails
Hello, I wanted to have all technicians within a group to receive new request notification emails. Currently, it would seem as if you have to add each technician to the 'Send notification to group technician(s) when a new request is added to this group' checkbox if you want them to receive an email when a request is put in. Is there any way I can add an Exchange Distribution Group to this list with all of the technician names instead? If I add the distribution group as the "Group E-mail" under
Unable to modify Techinicans - SDP Crashes.
2 Issues I cannot login locally on the SDP server using the local admin or a AD account (I can login from my machine using the admin account with local authentication) Secondly, I have 3 Technicians I seem to be unable to modify. I have recently upgraded from 7022 to 7509 (this problem was existed in 7022 and earlier versions) Never had a need to change anything so wasnt a drama. When ever I make a change to a technician (or even just try and load the technician to edit) SDP Times out - See Attached
Windows 2008 compability?
Is the current Release of ServiceDesk Plus (7.5) compatible with Windows 2008 Server and the upcoming Release Candidate? If not, is it planned that future SD+ releases (7.6?), will be compatible with Windows 2008 Server?
Problems/Changes (associations)
Typically, a problem results in the creation of a change request. Currently, a change request has the ability to associate problems and incidents to it, but that is as far as the product goes. Unfortunately, when a change is completed, all problems and incidents remain open, which requires the technician to go into each, and replicate much of the same data that is already in the change request (E.g., tasks, work log, etc.). In order to improve the product as an ITIL solution, I recommend the following
I would like to remove some adventnet links in SDP
Hi: There are some SDP links on the SDP 7.5 homepage that link to ManageEngine websits, like Get Quote， Jump To and RoadMap in Support .We found that those links are quite annoying , is it possible to remove it in any way? Ralph thank you
Requests vs Tasks/Projects
We have a senior administrator who believes that the number of open requests is the KPI of a tech department. We're working on changing that, but in the meantime we need to find a way to separate Requests from Tasks/Projects. For example, "my printer is repeatedly jamming" may be a request, but "deploy Vista-capable printers" or "reinventory hardware" aren't support requests; yet we need to keep track of that list. Question 1: How is everyone tracking the task/project type issues? Are you using just
2 databases
Hello, I want to have 2 différents database on the same server. Is it possible ? regards,
my myql.log is huge 4.5gb
hi I have just noticed that mysql.log is 4.5gb, last month it was 4gb, so it seems to grow by about 500mb per month i also found this thread from the MSP forum http://forums.manageengine.com/#topic/49000003510234 is it safe to delete or even disable? could someone from the support team get back to me on this please cheers
SD 7509 Workstation, Servers, product name only appears for servers and not workstations
hi all my servers are hp proliant servers, under the product type they are classified as servers and not workstations but when i click on workstations i cannot find them under servers but they are listed as workstations (desktops in fact) when i click on edit a particular hp proliant server under model section the drop down list is not filled out, when i click on the drop down list the proliant server type is not listed (but it does exist under products as product type server) when i click on edit
ServiceDesk Not Working After Applying HotFix 7509
Okay i stopped the service downloaded the hotfix and ran the update tool, browsed for the file and chose to update my engine from 7508 to 7509. IT created a backup and the installation went smooth and completed successfully at 100%. I then started the service and it starts pretty quickly. Later a splash screen comes up showing the progress of the start and it go all the way till i guess in the application layer at around 85% it hangs, the progress bar is not moving forward at all.] I restarted the
TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
KPI on intervention time
Hi, I would like to have a report on intervention time. I use custom report / tabular report / request then I select the fields request id / subject / urgency / priority / created time / completed time / responsed date I would like to have a KPI report based on the elapse time between the created time and the responsed date. The problem is as soon as you add a worklog or close the request, the responsed date is the last action date, but I need the first responsed date. Does someone can help me
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
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