Status Box is missing
When I view a ticket, the status box in the upper-right corner is missing. I can't view the close comments based on this. Has anyone seen this before?
Technician Looses Login when associated to group
Hi there, I will try to reproduce the steps for that problem. 1. Do an AD Import. 2. After the import select someone from the requesters and promote him to technician 3.Till that spot there is no Goup available to associate. 4. Go down and select a role for the technician 5. Save without associating him to a group. 6. Go back to the Technicians List and check that the technician still has his Login credential and his DOMAIN name. 7. Open the technician and associate him with a group. 8. Press
Notification when Request Changes
Hi all, Is there a way in Service Desk Plus to get an alert \ notification whenever a specific request changes? i.e. I want to be able to monitor a request and see when it changes - currently I have to remember the request ID and periodically go into the request to see if it has changed. Thanks, Chris
remove report
Dear Support, Please advice how to repove scheduled report, which was created by acccount which was later removed from SD. Thank you,
Send emails based on operational hours
We would like the application to send out an email to the requestor telling them we are closed and will get to them when we are open when they send in a ticket after our operational hours.
Ticket Template
I was wondering if when a user selects an item is it possible to setup questions in the template. Is it possible to pre-populate the body field based on the item a person selects? Here is an example of what I might want in the body: Scrub request Scrub File Location: Client Name: File Names:
Problem work around then close incident
I like the feature that I can join several incidents to one problem, but when I have a work around I want to close the incidents, e-mail the incident reporters and continue to work on my problem. When the problem later on is solved, I want to inform the insident reporters once again with the final solution and close the problem. As en extra feature I would like to have the option to NOT create an KB-artikel about the problem.
The creation and idea of a "Master Ticket"
The creation of a "Master Ticket". This allows related tickets to be "attached" to a master ticket. When the master ticket is closed, the resolution and status are inherited to all the related tickets, and all notifications are sent. For example, if the internet access for a large company is down, you will have 1 ticket for the hardware that failed for internet. However, you may have over one hundred users putting in tickets that they cannot access internet. Once the hardware replacement ticket
Clean out asset list
Hi, Is there a clean way of removing all the assets, so we can do a clean domain scan? Thanks
Auto Reply
Can anyone tell me how to stop the auto acknowledgement to sent to the requester where the user has marked an email to support group in CC or BCC field. We only want to send an Auto Acknowledge. to the users where the support group is in CC.
Please associate the "Category" with "Site"
By now, the Category defined in SDP shows for all requester/technicians, we need SDP to do some restriction. That is, only the Category that belong to his site be listed in Category combo-box. For example, Technician-A belong to Site-A, there are 3 categories belong to this site, named as (C-A1, C-A2, C-A3), And there are 4 Categories belong to site-B(C-B1, C-B2, C-B3, C-B4), when Technician-A log on SDP, he should only see the C-A1/3, cannot see the C-B1/4.
AD Import issue
I have noted that when I am importing requesters, the system is mistakenly importing users from an OU that I did not select. As an example, I have a container called "IT", with a sub-container called "admin". I selected IT, which automatically selects admin...I then unselected admin and performed an import. The admin container is imported anyway, despite being explicitly unselected. It seems that everything works fine if the root container is *not* selected, and sub-containers are. When the
Reporting on Approval
Hi There, We are currently on ServiceDesk 6.0.0 - we will be upgrading shortly. I'm trying to run a report on all closed jobs that have not been approved. But there is no field "Approval Status" on which I can base my report. Has anyone done this? Thanks in advance, Kerry
Business Rules stop working after upgarde to 7506
I had a set of business rules to assign inbound emails from our BKExec-Servers to Admins to check on a daily basis. Since our database and product were updated to 7506 none of my busniess rules works anymore. I have made sure only the default rules are in place (none for sites/companies) and also recreated them. example rule Criterium: name of requester is "stg-backup.tbwa-ger.de" (also tried with email-address!) open set type (service request) set cat (network) set subcat (backup) set
Multiple Active Directory Domains
Hi, I need to use SD+ with Multiple Active Directory domains , my question is : 1- the Assets Scheduled Audit willl be done for all domains or only one of them ? 2- for the Requesters Sync with Active directory , it will be done for all domains or only one of them ? thank you
How do i create a report based on work log (time spent)
Hello! we are in need of a report that details the amount of time worked (total) by a technican during whatever time period. how can this be done? i do not see a summary report and i'm afraid my SQL isnt up to par to write such a query. with advance regards, LB
Report time settings
Hi all, im trying to create a report. But i dont see anything to set the date between i wish to create a report they are allways this sttings set by default: From 05-11-2009 00:00 To 05-17-2009 23:59 Where do i can chenge the settings? thanks in dvance
Requests have disappeared after importing requesters from Active Directory
After removing a few duplicate requester and running the AD import one of the users no longer can see any of his past or current request. They are still there but apparently not connected to his account. Is there anyway to fix this? Thanks
Asset name vs. Resource Name
Under "Asset"s and then "Non-IT Assets" we've created a "Hand held devices" category. The summary screen shows "Asset Name" but when you click into an item it shows "Resource Name". Is there a way to reconcile so both screen use the same language? Also, when we imported our assets, one of our fields was "Owners" which we mapped to Assigned User. Unfortunately, it created all the people as new Requestors in the system even though the names matched what was already entered into our system. So all
Removing inactive requesters
Hi all, Is there anyway that we can look up the requester last logins time? so it's easier for us to see which requester are active and which one is not? somebody? thanks
Error Upgrading from 7022 to 7500
When i try to upgrade to Version 7500 I get the following error in my updatemgrlog0.txt file (also uploaded the file). "Problem during installation of patch java.sql.SQLException: Violation of PRIMARY KEY constraint 'GlobalConfig_PK'. Cannot insert duplicate key in object 'dbo.GlobalConfig'." I have tried it multiple times a receive the same message. I am using MSSQL
Send Notification to Group/Technician when Request Closed
There is a setting to notify select technicians when a request is closed. How can we send a notification to the currently assigned group members (or currently assigned technician) when a request is closed?
error upgrade 7022 to 7005
Problem during installation of patch java.sql.SQLException: null, message from server: "Cannot add or update a child row: a foreign key constraint fails"
mysql-nt.exe keeps crashing
Hello all, SDP Version : 7.0.0 Build 7015mysql-nt.exe keeps crashing today with an error code of Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. I have checked serverout.txt for more info and was able to come across this bit of information hopefully this helps you. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned| [14:53:29:421]|[04-30-2009]|[SYSOUT]|[INFO]|[30]|:
Can the requester close the tikcet from the interface?
Hi there, Is there any way for the requester to close the ticket from the interface, when the ticket is resolved? Or can he only close it from the Close Link shown on the resolved notification in the email? Regards, George
Comments in closed requests
Hi, Where can I see a the comments I add when closing a Request? I haven´t find them. Thanks in advance
Mutliple Backup Schedules
The ability to have multiple backup schedules.. eg.. Schedule 1 runs every day and does a DB only backup Schedule 2 runs on the last day of the month and does a DB and file attachment backup
Unable to Open the MySQL Port
Hi there, I was trying to install Service Desk Plus on RHEL 5 . After installing and configuring it and when i started it its gives me an error "Unable to start MySQL Server on port 3306 . Please free the port " I already the check the port and configured with "changeDBServer.sh" Its shows the Connection Established with the port 3306 and when i restart the server it gives me the above error which i mentioned Kindly suggest me what is this error and how can i rectify it Regards, Ausaf
Upgrade path from Build 6011 to current version
Hi, Can you please advise me what the upgrade path from Build 6011 to current version is is? Cheers, Todd
Changeing the lay out of a new request
i is there away to change the default lay out of a new request,and also make some of the box's like group default to help desk At the moment it is taking time for a helpdesk staff to log calls because some of the boxs are just all over the places and could do with being set to a Hi is there away to change the default lay out of a new request,and also make some of the box's like group default to help desk At the moment it is taking time for a helpdesk staff to log calls because some of the boxs are
Email is not being fetched
Hello, Unknown to me for about a week, none of the emails going to our support address are being fetched by SD+. I am not 100% sure but it seems to have coincided with a SP1 install on our Exchange 2007 box. This SP1 install failed and caused some grief but was rectified. However, in the meantime it has broke the fetching for SD+. I am getting the following message when I try to make any changes to the Mail Server settings: FAILURE :Email Settings saved successfully. But error occured while trying
Service Pack update
Hello all, I was in the process of updating my software and ran into an issue on the last service pack, AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. It errored out and supposedly rolled back but now I can't get SD+ to run. The service tries to start but fails loading the server modules. Has anyone faced this before and if so is there a solution? Thanks, Chris
Upgrade path from Build 6011 to 7504
Hi, Can you please advise me what the upgrade path from Build 6011 to 7504 is? Cheers, Todd
UnAudited Assets Reports
Hello !! Am very interested in writing a report which shows me all the workstations or assets , which have failed an asset audt. OR A report which shows all Assets in SD and there last Audit date. If no audit then NULL. But, when I go to the report wizard (not a SQL programmer ) It seems it always takes me back to 3 options....for 3 report only. Can someone please help ??!!
Themes in Service Desk Plus?
Is there the ability to select custom colors and appearance in Service Desk Plus Enterprise Edition? If not, will it be possible in future editions? It would be nice if there were more chances of putting the company logo in more places. regards, George
Live + 1 week
My organization has been live with ServiceDesk Plus for one week, and the change has been dramatic. We have recorded more tickets, reduced SLA violations, improved ticket resolution times and made our customers very happy in the process. The feedback I have gotten so far from both technicians and customers has been positive. It hasn't been without its challenges, but I am getting data now that I could never have gotten with the system we had previously. I know most people only take the time
Scanning Agent
Separate scanning agent (.msi) to be deployable to workstations and servers via Active Directory Group Policy in order to provide 100% accurate scans as long as the workstation and/or server is connected to the network.
Optimize the Remote Desktop feature
The Remote Desktop feature within the new version of ME works, but has the following drawbacks: 1) It's slow 2) The agent doesn't install or takes long to install 3) There is no button for Ctrl+Alt+Del, I think it's the 3 dotted icon but it is greyed out Is there a way to optimize Remote Desktop? 1) Can we proactively install the agent on all our workstations so that we don't have to wait for it to install each time we connect? 2) How do we enable the Ctrl+Alt+Del feature? 3) Is there way
several UPN suffixes
Good afternoon. For me a problem of such character. There is a domain with several UPN suffixes. When there is a user, to it is assigned any UPN suffixes. Depending on sort UPN of a suffix, to it there is an e-mail address. SD + v.7.5.0 Build 7506 scans the domain and imports users. All it works, while for the employee does not vary UPN the suffix, also is not assigned other domain. THEN at import from AD, SD + creates the new employee and considers as its external client. Can it is necessary to
Purchase Orders
Can you please fix the address in the Purchase Orders to reflect the normal layout of: Address City, State Zipcode instead of Address City-Zipcode State Thank you.
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