Survey - HTML format issue
Is anyone else having the issue where the surveys are being sent in Plain Text instead of RTF (HTML)?
Assign tech based on site through business rules?
Since SITE is now a selectable field, is it possible to have SITE be included in the list of business rules to assign to a tech? Currently, we have to create an entirely new field called location for the user to choose from that can in turn be used in business rules to assign to a specific tech. Thanks.
error when trying to add resources for a contract since upgrade to 7.5.0 Build 7507
following error occurs when clicking "Select Resources for this contract" while editing a contract. This worked fine before, but since the upgrade to 7.5.0 Build 7507 it happens with existing contracts and new ones. Any idea what could cause this?
Public Pages
I know that my solutions page in Service Desk can be viewed without users having to log in. Is there a way to make my New Request Templates accessible in the same way? Thanks John
Site text box is not editable
Hi dear customer support FYI, please note that the new update has still problem on edit properties of SITE text box on default request template that is not editable.also when I try to add two rule to the mail spam filter, it could not perforem it correctly. for example I can not add a SENDER IS rule when I have SENDER DOESNT CONTAIN criteria. please check and advise customers Thnks and Best Regards
Notification Rules Variables
Not really a problem, but a question regarding Notification Rules variables. In order for us to implement the ServiceDesk Plus enviroment, we need to be able to include in our Notification Rules (Content Variables) a Requester Site variable. Is that possible at the current version? Are there any plans to implement that in a future version? ManageEngine ServiceDesk Plus Build 7506
Missing work logs in Requets, Problems and Changes for build 7018.
I have had a few of my tech's inform me that they have entered Work logs into Requests, Problems and Changes and when they revisit them later, they are gone with no trace of them ever being there. I have also had information saying that they have related a Change to a Problem and when they revisit, the relationship has gone, the Change still exists but it is no longer related to the Problem. We are about to go to 7.5 but it is a few weeks from completion so I am concerned at this issue.
Error when trying to edit report.
When I try to edit a certain report, I get an error. It will run ok but I cannot edit it. Error: >>>>>>>>> [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|: module = edit_report| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|:
Can you change the name of a custom report once it has been created?
Simple request but we can't see how you can change it? For example we called the report: "Show user access" - but now we want to call it "Show user access of websites" can I change the name of the report we out redoing the whole thing again? Many thanks John
Certain options don't appear in request template to requester
Hi, A requester has a problem logging requests because there is an essential drop down menu missing when he opens a request template. Is there a solution to this problem. Thank you Thomas
After Service Pack update 7507, custom fields no longer show data.
After installing service pack 7507, custom fields in the request no longer show the data contained in them. I have quite a few custom fields and all fail to show the recorded data. Need help to get my data re-populated into those fields.
Business Rule Filter - Number of requester limited
Hi, I have a business rule for VIP requester. Wenn I select users for a filter I can´t save the rule anymore at a selection of more than 70-80 users. Please advice how I can select about 100 user accounts. Regards, David
AUDIT FAILURE: "Windows Scan", "Network Scan", "ae_scan.vbs"
I have been having issues getting completed Audit Scans on approx 800 discovered assets. I have tried using Windows and Network Scans from the ServiceDesk application, as well as running the "ae_scan.vbs" from login script. The best results I have recieved have been only a half of the assets discovered. I have also tried running the "scan_setup" and "wmi_port_setup" VB scripts with NO luck. Even with the firewall completely OFF, it still will not scan from server or from "ae_scan.vbs". I am at wits
How to add multile roles
Hi There, We are trying to add multiple roles to a Technician but it seems like one of them is overwriting the other one, we want a technician to be able to see all request but only full control on the ones assigned to his team and/or himself. any idea how to do this? Thanks !
7507 HotFix released
Dear Users, Please be informed that hotfix to 7500 has been released. The ServicePack 7507 can download the ppm from the below link. ( link has been removed temporarily ). The new build 7507 addresses the following Enhancements / Issues fixes . Webpages will be updated soon. Enhancements in 7507 Task Template A new feature which enables technicians to handle repeated tasks easily. Multi Lingual Survey A new feature which enables user to answer the survey in any of the languages supported by SDP.
Problem after upgrade Service Desk 7506 to 7507
I created “types of demand” in the version 7021 with the information below, which aim at categorizing the demands of the co-workers. I made the updates in version 7022, then 7500 and 7506 without any losses of information. In version 7506 After upgrade to version 7507. Maintaining all the requests saw their fields "Types of demands" reset. The deinstallation of ServiceDesk 7507 to return in version 7506 does not work? Please correct these bugs
SP7507 issue, not assigning tech or status properly
Ok, installed 7507 without any issue, no error messages or warnings. when looking at the "open Requests" screen we can see all requests and everything looks ok there, Assigned tech, status, date etc.... Upon entering the request to look at the details it shows the assigned to to "Not Assigned" and "Open" to everything. No matter what. Now I cannot close a single request because we have the "technician assigned" checked in the request closing rules. I do not want to change that for long. Please
How do I add a SSL key to my helpdesk webpage (AdventNet ServiceDeskPlus)?
Hi, it is time for us to renew our SSL key for our AdventNet ServiceDeskPlus webpage and since I wasn't the one who installed this software in the first place, and they are no longer working here, how do I go about renewing my SSL key on a JavaWebServer? Thanks for your time. Bob
Allowing requestors access to Change Control
Hi, is there a way to allow requestors to access the change control tab with out making them a technician?. Cheers John
Adding attachments in the announcements
I would like to add an attachment to an announcement. I want the users to click the announcement link and open it to the attached file or have another link within the pop-up for the attched file. I have done a search through the forums, but did not find anything as far as attachments. Thanks btw, the new layout looks good.
Close Request Link
This link does not work for us, even when I put it directly into the browser..
Intial Request in Resolved Notification
Is there anyway to stop this notification including a copy of the intial request in this email. As with the signatures our company uses, it can make it easy to miss the actual text which appears at the bottom of the email..
CVS import does not work on 7506
Not a very clear error message, I do not know what to change , please advice
AD Import
How can I choose what kind of information I want to import from the AD to SD+? Are there only the six fields Ohone, Mobile, Departement, Site Namne, Job titel, and e-mail? What if I want to choose something else, like the Street from the AD, is it possible? Regards Ola
Frequent Flyer Query
Can anyone give me a query to show the number of requests for each requester over a given timeframe (last month, for example) sorted from highest to lowest? Something like: John Smith 25 Frank Johnson 22 ...
archiving off old issues
Hello! we have over 13,000 tickets in the system, and in order to search all of them i have to use the "All requests" filter, and wait for all tickets to be returned before i query. this begs two questions...... 1. Can we archive off old data? (i've called about this and have been told NO, but i am having a hard time beliving that since it doesnt make much sense). I cannot delete the data, but the DB is becoming rather large and hard to search. (we are on MS SQL) 2. Can i search for something
MYSQL or MSSQL
Wonder what type of DB SDP likes best? Currently we're using the built-in MYSQL server and have been having some horrendous problems due to data/table corruption. Wondering if we change DB types we might get more of a stable environment. Thoughts from those folks using MSSQL? Thanks E
Technicians Slots
I have problems with knowing how many free slots we have currently in the system. Is there anyway that i can look for it around servicedesk? thanks
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance
Report of workstations with installed software
Is there a SQL Query report that can list off all workstations that have a certain software loaded on them? It needs to have a wildcard, so we could show all workstations with %visio%. Thanks
7507 HotFix Released..
Dear Users, Please refer to the below announcement forum to know about the details of the 7507 hotfix release. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003367533 Thanks & Regards, Srikrishnan ServiceDesk Plus.
Error Saving Backup Schedule
Hello, its not possible for me to save a backup schedule. What can i do? kind regards Stefan S
Unable to save backup schedule
Hello, is there anything i can do?
Sorting Requester
Hi all, i'm just wondering about soring the requesters. When you go and assign asset to a requesters, the requester on the list is not sorted from A - Z instead it's a mess. Is there any settings that i can change to make it easier to find a requesters?
what host SDP scan
I have big domain and want scan only part of it (want scan OU that I will select). I have acount that have administrative right for hosts only in that OU. There are 6 big OU that correspond to 6 state. In each state server room there is domain controller(PDC & BDC). I administrate only one state. In Administrator-windows domain scan-"name of domain" settings I choose IP adress of my domain controller. In my asset storage there are only hosts from my OU which I select in AD user import. Q.1)SDP scan
I cannot connect to SDPlus
I've just installed SDPlus on a WindowsXP and it works properly from localhost but I cannot connect from another PC. Do I need to install something else in addition to SDPlus, e.g. Microsoft IIS? If not what WEB server SDPlus uses and hot to verify it is properly working? Thank you
Solutions tabs should be sizable to view full title of solution file
The new layout looks nice, but on the solutions tab, the title of the documents listed are shortened and one cannot read the full name without actually opening the file. This could result in misleading reports as to whether the file is worthy of remaining in the solutions tab. It also creates frustration on the user because of the additional time to open the file, close, then open another; potentially opening a handful to locate the right document. If one could resize the tab, as in excel, then they
unable to restore database
Getting error: unable to restore database: null, message from server: "Duplicate entry '1567006-8701' for key 1" I am getting this same error on all .back files that I try.
SLA versus Request...not operate??
Hi I downloaded and installed serviceplus for linux three days ago. I defined site, department, technicians, contracts and sla with escalatement The escalate was enabled.... I created a incident, this incident was associated to the SLA....I was happpy....but I watited all day for the escaladment...this not ocurred... Does SLA is operating in enterprise version?
Login Details
i set my helpdesk to email the users with the login information. and it isnt working, it will e-mail me when there is a new request but it wont email the users on how to login.
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