Change list view hover bug
In the Change list view, if the description of a change contains a single quote (') everything after that is truncated in the mouse hover information:
Asset Scanning - Linux/SSH
I am trying to use the Asset portion of ServiceDesk Plus to collect inventory from some linux systems. I have tried adding a system through the Asset section and through Admin->Asset Management->Network Scan In both cases I indicate the IP address and that SSH should be used. The scan window pops up and after a few minutes it fails saying that the "Connection to RPC server in the workstation failed" which looks to me like it's trying to treat it as a Windows system even though I specified SSH.
Page Refresh Bug
Hi, I have noticed something that could be classed as a bug. If I go to a service desk ticket, and click the reply button, a new window is opened to allow me to write the message. This message is a long one and I will be keeping the new message wnidow opened for sometime. In the meantime I would like to use the main service desk browser window to open other tickets, etc. This is not possible however as the new message window seems to continuously refresh the main browser window every minute or so.
Access Surveys remotely for diff sites over internet HTTP?
I think this is possible but how can we remote offsite users access the surveys? Is this possible?
Service Desk Plus
what is the port number to SDP scan access from Domain?
Attachments lost to Lotus Notes clients when forwarding/replying ?
Hello, Not really a problem at SD+ side, but hopefully someone has encounterd this... We've noticed a problem with Lotus Notes clients not receiving file attachments; if I CC the same reply or forward mail to a separate e-mail account (e.g. GMail), the attachment is received. Also, the mail is confirmed having the size corresponding to attachments + text. We have no problem with incoming e-mail to SD+ containing attachments, these show up fine, so it seems to be something at the Domino SMTP server
Two Departments Using Service Desk
Can you seperate technicians from two departments within Service Desk so that they only see requests pertinent to their departments. I have the I.T. department as well as the Project and Process department staff as techs in Service Desk. I would like it so that the techs only see information associated with their specific department.
Disable account, sub-account or contact after contract expires
Hello, Is it possible to disable a contact, account or sub-account when a contract associated with it expires?. I think for now it is only possible to send notification when the contract is about to expire??? If there is way now to do this , I would be grateful if someone could explain it to me? Looking forward to your reply.
Re-Opened Requests and SLA resolution time
Ok, I have searched online and haven't found any posts or roadmap regarding this issue. Today I had a technician who had previously closed a request well within the SLA resolution time. A few days later the user replied to the closed email and the job was automatically reopened. Now the issue is that the SLA was immediately violated instead of the SLA time continuing. Surely the SLA time should re-commence as per the "stop timer' statuses, i.e. OnHold, Awaiting External Support etc..., not just continue
sometimes a group doesn't show up as an option
I have an intermittent issue where sometimes a group does not show up as an option to select. Has anyone else run into this? Is there a fix/workaround? see below...there is supposed to be a "network engineering" group. Thanks
Report showing ALL equipment, devices, and printers
Does anyone know of a way to report counts of ALL pieces of equipment IT could touch....all servers, workstations, routers, switches, and printers (networked AND not networked)? I need a comprehensive list of absolutely every piece of equipment in the system, but can't seem to find anything that does that....and yes, I even need non-networked/locally-shared printers. We calculate allowed number of FTEs based on equipment/nodes touched.
remove the tab support + security issue
I have a problem with the support tab, it appears to all the technicians and it can see the same system log, which I believe is a security error, since a technician does not need to see the changes implementing a system administrator. sorry my English is not my mother tongue thank
Out of office hours still escalating jobs
Hi Is there a way that we can stop the Service Desk escalating tickets out of working hours? It is as though the working hours settings aren’t being taken notice of – these all came through between 21:43 last night and 05:14 this morning. Build 7 v7022 We have a test environment of the latest build, in the updates from our build to new has this been looked at or noticed by anyone else to be happening?
Request Templates
1. Please add the ability to APPLY a request template to a service request... There are many times when a user will submit a service request for where we have created a request template to use; however, the user used the general request instead. It would be great if there was an ability to apply a request template to an already generated service request. 2. Please add the ability to APPLY a request template to a service request via a business rule. 3. Please add the ability to add task templates
Error : General failure while performing the operation.
I use Service Desk trial edition and try to find the computer under the workstations in the Assets page, but i met the error with the system as below: FAILURE :Database exception while discovering 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 - 1,223,869,799,333. I checked and found that the problems may be in "SoftwareInfo" or "WmiSWUsageInfo" tables in the database server which used
My Tasks
Located under the Home tab, the My Tasks list... When you open a task from there, it would be nice if there was a link to associate the task to a request. For example, see attachment
Regarding Assets; why are Servers and Workstations seperate?
So in the asset manager, it appears that we define a "Product Type", and then define a "Product", which is really more like the Model of a device. As a result, I end up with a "Product Type" named Workstation, that can be either a Desktop or a Laptop, with the "Product" field being the Model of the machine, such as a OptiPlex 620, or Latitude D600. Servers on the otherhand are segregated into their own "Product Type". and when you edit a Server profile, there are two fields that appear to contain
Move Service Desk to New Server
I am planning on moving my service desk application to a new server. Here are the steps I have so far. Build new Windows 2003 server Install Services Desk and updates to match current server Apply backup of Service Desk to new server. The new server will have a different name. Will that cause a problem? Are there any steps I missed?
Change Reports
Standard Change Reports do not classify change type in sync with customizable color coding in Change Type. Is there a way to modify.
Change Reporting
Is there a configuration change that will sync up the color coding for change type from the change management calendar to the Change Reporting tool. Thx ChangeMgr
Which workstations do NOT have specific software installed
Hi, I'm trying to figure out how to run a report that will tell me which workstations do NOT have specific application(s) installed. Thanks,
blank screen when open the browser...
Dear sir, We have SD7508 installed today, but the last week we work with SD7506 with the same problem... When open the browser in client or server, only a blank screen appears. Days back in the logs when it worked well said ... ------------------------------------------------------------------------------------------------------------------------------ [07:22:17:173]|[06-30-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[30]|: LOGGED USER in ntlm : null| [07:22:17:173]|[06-30-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[30]|:
Problem with import from AD
Good day SDP Version : 7.5.0 Build 7508 I have two domains When i imported from one domain (2003 server) - its OK When i try to import from other (2008 server) - i se all my Organizational units But when i press "start import" i see only "Connecting to ActiveDirectory Server..." long time. Thnx.
Change Reporting Color Codes
Is there a way to sync up the custom coding options selected in the change type with the color coding for types in the change reports.
Delete old backups
Is there a way to save three days of backups and automaticaly delete the older ones? I can't find a setting for this in my SD+ 7506.
Assets
Hi We are using version 7506. we have imported our assets into SDP. However the servers aren't showing up as IT assets, when I click Servers from Resources > IT Assets > Servers but if I search for the server name I will find it, the bradcrumbs at the top show Asset Home > Server I cannot scan these at all. How can I change these server (63 of them to scan-able) I have made sure the product type is set to Server, I have tried changing that product type to workstation, (still unable to scan) and back
Exchange 2007 / SD Build 7508
Dear All We are evaluation the ManageEngine Service Desk, which looks pretty good. Unfortualtely we encounter some problems with fetching the mails from the inhouse Exchange 2007 server. Build Exchange: Version: 08.01.0375.002 Build SD 7508 I've already found the Alias post, an I can say, that this seems to be not the cause. I've checked the ports, and the port 110 and 143 are reachable via Telnet. but I get the errormessage, that the config has been saved, but an communication error occured.
Email Replies
Hi We have been usaing SD+ for over a year now and all is working great, but in the past week or so we have been getting the following problem. When a call has bee created and replied to an email goes to the customer, if this customer replies to this email it adds it onto the origingal call, now this has been working fine, but now for some reason the replied email is creating a new call, we cant see why as nothing has changed on the system. any help would be great Thanks
Problem scanning Windows Server 2008
Problem with Windows Server 2008. Then firewall turned on it doesn't work (rules "allow all from any to any"), error - "No response received from workstation. Probably the workstation might be switched off or does not exist.", but with terned off firewall it works nice.
Service desk service patch question
I am taking over the administration of our Service Desk system and I have a question in regards to service patches. Currently we are on build 7504. The latest is 7508. Do I need to install service patch 7505- 7507 to be up to date, or can i simply apply the latest service patch 7508 and get all the fixes from previous patches? Thanks in advance for your assistance. Ken Giese Hickorytech
Report Emailing Problem
Hi have a really strange problem occuring with a scheduled report emailing out. The report currently goes to the CFO and to myself. I get an email in outlook with the report attached though outlook does not flag my email as having an attachment. The CFO recieves an email without the report attached. However if he forwards that email to me or even to himself the email that arrives has the report attached. Has anyone experienced anything like that?
SLA's
I would like to know if the system can do the following level 1 sla on all calles with level as 1. set to 5 mins when level is changed to level 2 a new sla is set for 10 mins, and so on. please help.
SLA's
I am trying to setup SLA's is there any way that the following can be done. New record comes in with Level 1 - SLA kicks off for that level, if I change the Level to Level 2 I want the SLA to kick of another SLA for this level, as far as i can tell it only takes the SLA for a new call created and not for any that are already created and have been changed or modified. Can anyone help
Merge Reuquester
Is possible to merge Requester with the same name? Thx and best regards Soeren
problem with publishing
hello! I have downloaded a trial version of service desk plus 7.5. I have a problem with publishing service desk on a web. I have a ISA server installed and have configuired it to publish service desk. The servers are in domain. When i'm typing an address from the global site, login screen appears, but when i'm typing a login name and password it returns me an page with error: 404 Not Found Unable to connect to host
Reports: Custom Query needed for several software apps to include Last Scanned Date
Still using 6.013 (long story), I have been tasked with generating several reports that are software specific against assets but it must include last scanned date. Using the Inventory GUI, drilling down to the particular piece of software than exporting to PDF does not show this so looking at a custom query as the scanned date is not an option within Reports. Is anyone able to advise if this is acheivable? Looking to export to a csv file; (defined) Software Name Software Type Owner Workstation
SLA Escalation Email Template - Content Variables
Hi, I am changing the SLA Escalation Email template to provide more information. I am trying to find a content variable which describes how old the request is. I have tried the 'Request Aging Days' content variable, however when I save this and recive the email, this section is blank. It does not seem to populate. Is this the right content variable to use? and also why is it not working? Thanks
Scan Software in Linux Workstations - Too much detail!
Hi, Can you change the amount of detail you scan during the Linux software scan in future releases? Currently huge amounts of detail is added to the software inventory that isn’t usable after the fact. I would however still like basic informaiton such as OS and Version picking up during the Linux scan. Thanks
Requestor with No Assets
I have been asked to write a report showing all requestors (users) without an asset assigned to them. I think what the end goal is - to find out which requestors haven't had their workstations scanned. Any ideas? Thanks!
AD user import issue
Since upgrading to 7508 I have not been able to import users. I try the manual import, I select all my OU's and the whe it scan it just sits there on 0% complete for ever. I can let it sit all day and it doesn't move. I go to the error log and it just says error import users. My schedule import does not appear to be working either. Can I get some assistance please. Server O/S is 2003 standard workstation O/S is vista Thanks, Terry
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