Edit Request
When we select a ticket and click the Edit Request button we get a new window that states Apacher Tomcat/5.0.25 - Error Report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443)
Requester submit purchase order.
We were interested in our requester being able to submit Purchase Orders so we can integrate AdventNet ServiceDesk Plus into our purchasing process. Right now we have a ticket for that users fill out, and our purchasing agent then enters the items into a purchase order. We feel it would be easier for the requester to submit the Purchase Order and the purchasing agent be able to then take it over and verify approvals and process the PO. Is this planned to be released? I saw an old post from '07 saying
Requester is unable to view Request - Additional Filelds after submitting the request.
Hi, I was checking the demo software of SD Plus on http://itildemo.servicedeskplus.com/AdminHome.do & tried adding some additional Fields for requests. After adding the fields, I logged in as requestor & could view the additional fileds in the request. But after I submitted the request, the values of additional fileds was shown as Unassigned. Is that I am missing on something. Regards MG
How to generate response calculating "Response Time"
No permission for run reports created by query
SDP 7506 + MS SQL 2000 User have custom role (full access to reports). No permission for run (view on reports window) reports created by query.
How to get Subtotals(record count) in a Customised Report
Hi. Is it possible to get the subtotals (count of records under each group) in a customised report. I am trying to fetch the details as below and is trying to get the record count under the groups 'Closed', 'Open' etc. (Something like a matrix to get the counts,) Priority Closed (P4) Low (P4) Low Open (P3) Medium (P4) Low (P3) Medium (P3) Medium (P3) Medium Thnx, SreeJan
Modified Request Template
Hi, I'm trying to modifysome additional templates that I have created but every time I ry to add a field or change the layout, only some of the changes are saved. Have tried starting from new and for some reason my chaqges don't save even though I select "save" and then "Finish"? Any help appreciated. Thanks, Stephen
Mdodified Request template
Hi there, I'm trying to modify some additional request templates but everytime I add fields or change fields, only some of the changes are saved and some fields don't even stay on the new template? Have tried creating from scratch but this doesn't make a difference? Any help is appreciated. Thanks
Server 2008 environment support
Can you tell me if a full Microsoft 2008 AD environment is supported on v7.0.0 build 7022? We are having trouble importing the requesters from AD since fully upgrading and shutting off all server 2003. Thanks.
SDP behind Apache reverse proxy - configuration question
Hey guys, Is anyone sucessfully using SDP behind an apache reverse proxy server? we are a service company exposing the self service portal to clients, rather than coding a web form and making an API call to SDP we would rather use reverse proxy to expose SDP to our clients. We have managed to get it to partially work but still have issues any config examples would be gratefully received Many thanks Dan
how to create workflows involving more than 1 departement(ex: New Joinee)
A new joinee to an organizatino involves provisioning from IT, Facilities, HR and finance and all these are in sequence to complete the onboarding process. Can anyone one help in telling how do we go about to acheive on SDPlus 7.4
Custom views per Site?
Hi, Is it possible to setup custom views per site? Technicians in each Site can see all views created! How can we deal with that? Greating, Ferry Pranger, NL.
Apple Macs
Hi All I am trying to add Macs to my Service desk and am stuck, any ideas?
a THANK YOU thread for the Service Desk Staff!
Hello to our friends at Zoho! i just wanted to post a thread that actually THANKS YOU for your help and hard work. Questions that i have posted here recently get answered quickly and acurately and we are very grateful. As "power users" of your product, i am frequently in the positon to identify anomolies in the software and would like you all to know that I admire and respect all that you do to provide us a nice product at a fair cost, that is able to be fixed quickly when broken. Again, just
Purchase Order Module - V7507
What happened here? You have taken a semi-working module and just tossed it into a blender, presenting us with whatever came out of said blender. 1. Email Vendor/owner - used to attach a PDF file to the email that would be sent out. Nice and clean. Most of everything was there. Now? Switched over to inline HTML. WHY? It does NOT work any better. Case in point. When you open the email it shows the PO nicely formatted and with the company logo. here's where the problems start. Firstly,
scan and update error
hI, When I open an asset and start rescan workstation... its give an error How can I update my assets ? FAILURE :Database exception while updating 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 - 1,245,826,943,104. THANKS! HARRY
report showing summary info of workstations
Hello, i have been trying to come up with a custom report which will show me all the info i have availalbe about a particular asset; inlcluding what is in the custom fields. currently the 'computers by domain' fits the bill pretty good, however there is no option to select my additional fields. can you please help with this? thank you very much.
why do tickets assigned to groups show as unassigned?
Hello~! when my techs look at the default view of "unassigned" tickets, ones that are already assigned to other groups show up. is this supposed to happen or do i have a configuration problem? thank you, Linda
Adding Categories
Hi, Is there a bulk category, sub-category, item add functionality? It would save me a considerable amount of time if I didn't have to add it all in manually via the web interafce. Thanks Stef
Is it possible to export the requester details info?
Hi, Is it possible to export to csv the requester details? Or could I run a report and get the info that way? Thanks.
Reply requested email to close Ticket
How can I setup a business rule to closed the ticket when a user reply their request with Closed in the description? Apparently, business rule don't like this.
Problems loging into the service desk using
We are having the issue that when I use the alias URL feature, I changed it to Servicedesk.<Domain>.local and we set that address with DNS as well. Now when we use the original server name <Servername>:8080 you are able to log in with no problems with IE but, but when a user uses the Servicedesk.<Domain>.local:8080 they are prompted with a winodws log in prompt first before getting to the ServiceDesk Plus site (using Internet Explorer). If they put in JUST thier user name and password (from Active
After update from 7507 to 7508 view request crash
Dears, Some one have sucessful update process from 7507 to 7508 update. After we did it some request view result in the following: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Error during query: Unexpected Exception: java.lang.ArrayIndexOutOfBoundsException message given: 13616
Nested Stack Trace:
** BEGIN NESTED EXCEPTION
Escalation do not work
I have define in an SLA if some request is not resolved say in 2 minutes it should escalate to a Technician say Heather Graham.............. But it does not work.........can any one help. Thanks in Advance
Can you include "Notes" in an email message?
We have the "Alert Technician by Email when a request is assigned" turned on as through the lifetime of request it often changes hands. We include the $Description content variable but don't seem able to include the Notes. It has been observed that it would be helpful to have the notes displayed in the email, which would enable the technicians to see at a glance what "the latest" situation was. Is there a "content variable" for Notes available? I couldn't find one.
Close Comments Automatic E-mail
Would really like to request that when a requestor enters comments when closing a ticket that an automated e-mail be generated and sent to the technican assigned to that request. There are a couple of reasons for this: 1) Even though we try to educate our users not to do it, they continually will close the request but then add comments that we really should be seeing...like "Can you do XYZ for me also?" Or they add additional comments which are really additional requests expecting us to act on
Task(s) start and end times do not show accurate minutes
On a task, when I click on the date chooser of any of the date/time fields it will select the current date. The problem is that it doesn't always show the minutes accurately. Sometimes it will default to 00 and other times it will show the closest 5 minute increment. This is an issue when a user started the task at the 55th minute yet it shows 00. I know as a work around the user can select the minutes, but I hope the next update will have this fixed.
Spam filter Settings
Hi to all, I had some problems with e-mail configuration, until the point that now is not possible to enter the email configuration window, the administration main screen remains "loading window" and loads nothing at the end. Could you please give me the table names of Spam Filter Settings to modify it manually with MSSQL? Could you please help me with this issue? it's really hard to work in this situation! Thanks a lot for your support Regards, 9jsuarez
Problems editing request after 7508 hotfix
Is there any resolution to the following problem I am experiencing? HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443) java.util.Arrays.mergeSort(Unknown
Trouble with Email Notifications
I have just installed ServiceDesk Plus and I cannot get the email function to work. ANy ideas.
PDA integration in FacilitiesDesk
Hello Users, We hope it will be of interest to know about the PDA integration offered by FacilitiesDesk 5.7 - our recent release. In general Facilities Management is a dynamic department in any concern. Let us assume a daily scenario in a company with big infrastrucutre facility. Where, a Facility Management staff have to be physically present in the place of issue to fix it. Which means the Facility Services Staff is always on the move as and when a work request in raised.This is where integration
Defining request fields in incoming emails
It would be really useful if the system could take variables defined in the emails it collects and use them to set the corresponding request fields. Whilst the self-service portal is OK for some general requests, we'd like to be able to inject requests into the helpdesk from our own web-forms and automated processes. For example the email body could define any of the standard request fields plus any addiotional ones defined, which would be set when it is processed (with some validation obviously).
error when updating
I want to test the upgrade from 7000 by taking a copy of the Service Desk Plus including Mysql database. I installed servicepack AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm. When I run run.bat here is the error I get, I would appreciate it if anyone could shed some light on the issue for me as it is starting to cause me some pain. The logs do not provide any useful information. Thank you C:\AdventNet\ME\ServiceDesk\bin>run.bat ===============================================================================
When is 7509 scheduled for release?
I'm currently running 7506. I would upgrade to 7508 but I was told 7509 would address a specific issue I'm experiencing. Since I have to rebuild my custom login screen every time I upgrade, I'd rather just wait for 7509 and upgrade once. When can I expect 7509? Thanks- Marc
Customize Work Log Window?
Hi, New here. We are in the process of evaluating SD+ and were wondering about the work log window. The three questions we have with regards to the window: Is it possible to hide fields not being used (i.e. Incident Cost) Is it possible to make the Description text box bigger in size (not the amount of information that it holds, but its visual size) Is it possible for the time taken to resolve to auto calculate? The executed time populates with the time the window was opened and when the item
Categories
Hi, Perhaps I am being stupid but I cannot see where to make a category inactive. Please could you advise. I am running version 7508. Thanks, Simon
Narrow window Last edit
Hi! Can you make window Last edit more wisely? Or all 3 window of the same width?
copy PO’s
I would like to be able to copy PO’s (seems like this use to be a feature) and/or create a template of often purchased equipment.
using microsoft SRS reporting
How do you calculate the dates in Microsoft SQL reporting services? I know how to setup the formula in crystal based on this article http://writer.zoho.com/public/13706/27397 but I was wondering if anyone had used the MS SRS software to run reports using dates. Thanks
ManageEngine getting slow....
Since upgrading from 7018 to 7506 about a month ago we have noticed ManageEngine getting slower and less responsive. We're using MySQL as the database engine and have around 12 technicians and approaching 8500 calls. Currently when a user clicks on a call in the request tab it takes around 8 seconds to load. I've seen a couple of comments about tuning the database, are there any instructions on how/what to do this? Cheers, THR
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