What permissions needed for Asset Scan
What level of admin rights needed to do a scan, I know Domain admins works, but this is against our company policies, what is the minimum needed to scan assets in domain?? Likewise for import from AD, Version 7008 with MSSQL
Wrong TimeSpent Time when Ticket closed after month change!!!
Hi there, We have been experiencing some problems with the TimeSpent. We have attached some images in order to have a better look on that issue. Trying to describe the problem occured, we came out with an explanation which might do some good for you in order to find out the resolution on that. Problem Description: When a ticket is created on May 28 and Resolved at that day but closed on 2 of June ( possible reason for that delay could be the absence of the employee), the time spent goes crazy
Using MSSQL Database
Hi, we are currently on SDP 7.0 Build 7022, we are attempting to upgarde to 7.5 Build 7508 and migrate from MySQL to MSSQL backend. Our plan of attack for the upgrade is to install SDP onto a test server, restore the live SDP data onto the test server, migrate to MSSQL database backend, and then upgrade to SDP 7.5. I have sucessfully installed SDP onto the test server, however when attempting to use MSSQL database, by using the Database Setup Wizard, it errors saying "Unable to fetch the SQL Server
where does the software inventory pull from?
Hello, We are trying to get a complete picture of all the software that is installed on our network. When an asset scan is performed on a computer, where does it pull the info regarding installed software from? the registry, or from add/remove programs?
Customize Column witdh and test fields
Feature Request; The ability to customize the individual column width and text field length. At the moment there’s lots of wasted horizontal space, and the text itself doesn’t fill the entire column, it’s just really messy;
Moving Hours?
Hi, We have a request that we would like to re-assign some of the time entries to a different request. Does anyone have any suggestions? Might be a good enhancement for the next rev? Thanks Jerry
Generate report having "response timings"
Error when trying to open a technician record
Following error occurs when trying to open an existing technician (only 2 out of the 33 are not opening) FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,248,122,486,024.
Blank screen when connecting to Service Desk front page using Windows Server 2008
ServiceDesk Plus Build 7508 Installed on Server 2003 R2 box with nothing else installed on it Database is on SQL server Connecting to the Service Desk front page using Windows Server 2008 gives a blank screen. Works correctly using Windows XP and Server 2003. Have tried the following: -- Changed port from 8080 to 80 -- Turned off Windows Server 2008 Firewall -- None of the log files in C:\AdventNet\ME\ServiceDesk\bin seem to generate any errors, are there any other log files
Difference between "Technician" and "Assigned Technician"
What is the difference between "Technician" and "Assigned Technician". We're running 7509\Standard. Just today we were generating a report and someone noticed that there are two values to choose from... "Technician" and "Assigned Technician". We messed around a little, and we're pretty certain the "Assigned Technician" is the technician that the request is currently assigned to. But if that is so... then what is the "Technician" field used for? Thanks!
Categories
I have a question about categories
Multiple Surveys
Hi All, Is it possible to have multiple surveys? e.g. A survey every 6mths about general customer service. A survey after a request has been completed. I have looked in the Admin-User Survey pages, but it doesn't look like this is possible. Ideally we would like to select a survey to run, choose the respondents and specify the frequency. Thanks Stef
SLA Report broken down into the following
Hi, can someone supply the mysql code for the following reports please: % SLA met and not met per User per week % SLA met and not met per team (role/group tech is in) per week % SLA met and not met per User per month % SLA met and not met per team (role/group tech is in) per month % SLA met and not met over all per week % SLA met and not met over all per month I'd need to be able to set it up to email the week and months previous. Thanks in advance :) Michael
Cannot edit asset SD 7.5
Hello, I am having a problem when trying to update/edit any asset. I am receiving the error you can see in the attached screen dump With admin or technician user is the same problem Error Code: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship I am also attaching the server log Current version: 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Site field shown in requests when no sites configured
In v7508, the "Site" field is shown in the request template and request view page even when a site is not configured. This field cannot be set to hidden in the request template configuration, even in the requester view. I did not see this listed in the know issues, so I apologize if this has already been reported.
the username at up right corner became
hello: we visit SDP 7020， OpManager 7105, in windows xp , IE6 , and sometimes when after we created a new request, in SDP,the username at up right corner became "unknown", then we cannot use SDP normally and had to relogin. SDP is running on a clean old server, Windows Server 2003 system, OpManager is also running on it. I checked the log, many Exception stacks output like this were found: [08:11:29:734]|[07-09-2009]|[SYSOUT]|[INFO]|[24]|: [JBOSS] Engine: StandardWrapperValve[default]: Servlet.service()
Solution > Approval request breaks the solution
When adding a new solution and then forwarding to Approve, the system page locks and you cannot see the solution any longer. Is this a bug? - Has anybody else noticed the issue? BUILD: 7508 MS-SQL Backend Enterprise Edition. Ashley Cox
Change management emails users twice during send for recommendation
One or two of my CAB members get the same email during the send for recommendation in change management. How can I stop it? Cole
Upgrade from 7011 to current issues
all, i have a 7011 install that we would like to upgrade to 7509. the system is using a MSSQL 2005 SP2 database back end on a seperate machine in production. in my test environment, i have the MSSQL server and servicedesk on the same machine. When running the upgrade from 7011 to 7022, the database update takes forever, I have been too impatient to wait for it but i have let it run as long as 3 days before killing it. i can see it workin through the records in the database but it appears to be
How can I include reply content in notification to technician?
I have the notification that alerts the technician when somone has replied to a request enabled. Is there a way I can include the content of the reply in the notification to the technician?
Data missing while editing the request
Hello, I noticed that if I try to fill in the fields in the Requestor details section via Edit button associated with that section and save, the details will not get saved. (which is a slight inconvenience for the helpdesk users.) However, if I save the same details via Edit button on top of the request screen, they get saved. Please note that the fields which I try to fill in are custom made and not part of your standard fields. I am not sure if that makes any difference, but better to mention.
Send Self-service login details
How to use Send Self-service login details??? and how to trigger it to send login details to the user?? does the requester must be a registered user or it can also be an account automatically created when a user submits request via Email?? Thanks
Download Build 7508
Hi all, I know that there is a new Build Version (7509), but first I want to install the 7508. Can you please tell me where I can download it? Thanks a lot,
List of issues for 7509
Dear Users, Please find the initial list of issues that we are come up with for 7509 hotfix release. We have grouped the issues based on the modules. Will add few more in the list.. Regards, Srikrishnan. ServiceDesk Plus. Request / Problem : SD-15307: Formatting styles of request description & resolution, change/problem/solution description are not being saved (e.g. Bold/Italic/Underline /background color). SD-14177: Criteria for the columns in the Custom filters gets removed upon editing and saving
Ability to modify Service Desk Column width for Requests and Solutions
For example, in the Solution module, the Subject text is cut off at appropriately 25 characters. Regardless if you remove fields to allow for more "real estate", the subject text is still truncated. Perhaps you can add the hover over on the subject like you have in the request view? Or allow for resizing of the column width in the view? Thanks!
Customize Colum Width
The ability to customize the individual column width and text field length. At the moment there’s lots of wasted horizontal space, and the text itself doesn't fill the entire column, it’s just really messy;
SLA Due By Date
Hi, Can someone please tell me how to turn the due by date off? We have set SLA''s based on groups, and it says any request matching the above rules must be resolved by....and then you must state a time. This time is populating out due by date. However we want to do this manually, so techncians can manage their work load. How can I do this?
CVS Import and russian language
Hello, I tryed to import cvs file and seems its does not support russian language, please advice.
Test the upgrade
Please advice if I can use the License key in the testing server since I will do testing on the upgrade. Regards, Hassan111
Audit report that shows Software Type changes
Hi Im running 7508 on a MSSQL Anyone have a report that shows changed to Software Type in the last week ? We have a operation center that weekly move unidentified software into categorizes. I need a report that shows what changed they made. Anyone that can help me here ?
Question about Incident Cost
Is there a way to add the cost of supplies or materials to the Incident Cost? If we have to replace a hard drive for example, we would like that cost to be included in the total Incident Cost.
Ability to DISABLE the PO module
Our finance area does not use PO's and we (the IT dept) are not large enough to worry about PO's. I would like that module to disappear cause i don't use it.. disappear in the visual sence... remove it from the tab menu.
SD-14774 - Any update on status
Hi, With respect to SD-14774, "Contract Display being Truncated," will we see this in an update soon? Thanks
How do I print a Solution?
My choices seem to be "Edit," "Delete," "Forward," and "Approve Actions." I am an Admin.
When is SD+ 7.6 scheduled for release
I'm happy to see that 7509 will be released this week, but today I started reading some of the enhancements that will be introduced with 7.6 on the product roadmap page (http://www.manageengine.com/products/service-desk/roadmap.html). Has a specific release date been targeted for 7.6?
can´t delete systemlogs
Hi ich have seen our systemlogs are full with 58588421 logs :-) My Database are 30 GB full with this logs ! Please help ! what can i do ?
Import files into solutions
Is there a way to copy a tutorial I have designed into ServiceDesk without having to rebuild and import all the images? PDF, Word, HTML? I have tried to email it to the helpdesk then resolve and add to solutions, but it does not add it. Thanks.
Custom Report Help
Please can you help with a custom report to show the following in Service Desk Plus:- Request ID Created By Priority Opened Date/Time Resolved Date/Time Closed Date/Time Total Time Clock Was Stopped (hh:mm:ss) Total Time Clock Was Running (hh:mm:ss) MS SQL is being used on our setup. Thanks, Paul
change default fonts
Hi I need to change the fonts and customize SDP fonts. how can i do it? thanks
Solutions Areas
When viewing the solutions page the subject is ALWAYS cut off (i.e. How to connect to th...), even if you get rid of all the other headers like "Approval Status" and what not. I wouldn't worry about this as much, if when you hovered over the subject and it would show the whole title (like a standard link would show "How to connect to the VPN"). I would also like to see the Technicians have control over what columns the users see on the solution page as well, if possible. Thanks, Ira Locke
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