How to require approval from a person on a ticket
Hello, We run service desk plus, i cant seem to find how for a particular ticket (category, type , item) that every ticket must be approved by a designated person (technician). example Submitter A Technician B (working ticket) Technician C (approves or denies what B does for A) Thank you J
Unable to edit 'DueBy Date' within tickets
Hi there, I am unable to edit the 'DueBy Data' field of any tickets, I am currently using Firefox 3.0.1 - and a colleague of mine who is using IE7 is able to. Can you please confirm whether there is a known fix for this or when there is likely to be one for this issue? Also I am receiving the already known issue of being unable to close tickets from the requests queue. Thanks, Scott
Overdue Flag Icon
If you are finding the graphical properties of the overdue_flag.gif icon are lacking and fail to adequately fit in to the rest of the images within the GUI, I invite you to locate the following file: (DRIVE LETTER):\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\images\overdue_icon.gif Rename to "orig.overdue_icon.gif" and replace with the image I have attached to this post.
Approval for requests
Is it possible to setup SS+ so that when a request is entered by default it has a status of Unapproved where then a manager can set it to approved so the technicians can goto work on it. I tried to set the status to default to the Unapproved one, and set it so the client cant see or set it but it always defaults to open or approved for some reason. Is there any way to make this work or a built in method?
Bug: CSS formatting when hovering over "My View"
Using IE or Firefox, hover your mouse over the "My View" tab on the HOME screen. Move it off/on several times. See the formatting shifting? This can also be seen when you over over ANNOUNCEMENTS in Firefox.
Web GUI does not render properly in Firefox 3.0.1
The web GUI does not display correctly when using Firefox 3.0.1. Works fine in IE7. I know previous versions of ServiceDesk worked fine in Firefox. See forum screenshot for example.
Installation of Adventnet Service Desk7.0 on Windows server.
I have two queries 1) if want to install adventnet service desk professional 7.0 for 2000 nodes on windows server , so whether i had to take 2000 license of windows server because i am scanning 2000 nodes. if am installing on linux server so whether i had to takes same 2000 license for linux server.but all machine i.e 2000 nodes are windows desktop. 2) Whether Adventnet service desk comes with bundled database i.e mysql or open sql. 3) What is the latest version of Adventnet ManageEngine Servicedeskplus
Backup Job file size changes
The size of the backup job went from 20 mb to 5 mb from one day to the next. The new backup files cant be used to restore the database. is there anything a fix that you guys have for this. im using 7009 on a 2k3 vm server.
[7.0.0 b7018] - SD+ Doesn't Start
Hi Today I upgraded from SD+ 6.0.0 Build:6014 to SD+ 7.0.0. Upgrade went well and everything seemed to be working as it should. Next, I went to update from 7.0.0 to the latest update (7018) but now I am unable to start SD+. Any ideas how to resolve this? Graham
Cannot Login to SDP
Hi, We are having a few issues with SDP this morning. On the server i can only login as the domain admin account that was used to install SDP. Any other user it will not let me. It just times out. When trying to login from any client, i can get to the login screen with firefox but with ie, as it automatically logs in, i just get a blank white page which just times out eventually. we are running MSSQL 2005. No changes have been made apart from windows updates last night. It was working this morning
Feature Request: Task "owner" to include GROUP opt
Currently, you can only assign tasks to an individual. In the case with larger IT environments, a single ticket may be worked on by multiple individuals. Much like requests, it would be nice to be able to assign tasks to only include the Group. A "New User Joinee", might have 6 total tasks. Examples below. TASK 1. Create Active Directory account (Systems group) 2. Create email settings (Exchange group) 3. Setup computer (PC group) 4. Setup network (Network group) 5. Setup telephone (Voice group)
Feature Request: 'Close' button on Tasks
When you view your tasks from the "View All Tasks" link, you have the following button options: New Task Close Delete When you view tasks from within a Request's "Task" tab, you only have these options: New Task Delete There is "Close" button when viewing tasks inside a request. This is sorely needed.
Overview or quick start guide?
Reading the admin manual leaves many questions. Is there a quick start guide or better yet, a best practices guide available? I have spent much time trying to configure the system the way I need it to work only to realize much later that the feature I am working with may not, or is not, the best way to do something. Currently I am having problems trying to figure out the best way to track calls and make sure they are seen to according to our service objectives. For example, I want a priority 1 call
Spelling error on 7018
You can add various General Ledger Codes which can be associated to any Parchase Order. To add a new GL Code click the New GL Code link on the right hand side corner of the GL Code List table. I believe that its supposed to be Purchase
Bug: Editing of Closed TASK TITLE repeats email notif
When a TASK is closed, you have the option of receiving an email notification stating, "Your task has been closed..." (etc). If you edit a closed task's title, you get a repeated "has been closed email". Each time you edit the task title, you get another "closed" email.
can you configure email to populate fields?
New to SDPlus We have a software order form online. When the form is submitted it is sent to the email that SDP checks. The order gets into the system however is there a way for me to have various fields populated (if they are not the default values)? For example when someone purchases software, I want the ticket to show the priority, level, group, status, etc. Currently all are blank unless there is a default value set. Thanks
Feature Request: Modified "Global View" for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Bug: Selecting Requestor Name from Userlist
If you click on the "Show Requester" button within a request form, which pops open a new window with the "Requester List", when you click on a user name - it is populated into the Request but the popped up window does NOT close itself. It blanks out. You must manually click the "x" to close the window. The blank browser window HAS source code, which is as follows: <script type="text/javascript" src="/scripts/IncludeSDPScripts.js?8"></script> <script>includeSDPScripts('', true, '7018','en_US');</script>
Bug: Alert request owner when task is closed
This was working earlier today, but now tasks that are closed are not resulting in an email notification. Tasks ASSIGNED, are. When I close a task for a request that I am the Requester of...I no longer receive a "closed" email.
Bug: Spacing in announcements
I reported this bug almost a year ago and I see it still hasn't been addressed. In ANNOUNCEMENTS, proper spacing is not observed between the NAME and the DATE. Sample output is below: Created by : administratorOn 13 Aug 2008 11:15:31 There needs to be a space between "administrator" and "On 13 Aug...", etc. A minor "bug", to say the least, but a very visible defect that every single user can see.
Question about notes
When a note is added to a request and the Show to requester box is selected, should a notification e-mail go out to the requestor stating that the request has been updated? I thought this was happening before I went from build 7015 to 7018.
Database location
How does one go about connecting SD+ to a database not located on the application server? (e.g. a SQL server cluster)
Problems with Business Rules in localized version
Hi! After setting Russian language it's not possible to create Business Rules. There are no options to choose (see rus.jpg), while in English all works fine (see eng.jpg). We are usung 7.0.0 Build 7018.
Have trouble in Business view conditions
Hello. We have some strange issues within business view: After I have created business rule with described criteria and conditions it looks seems ok. But I after I have changed interface settings to Russian there is no any items in "condition" list in my rule. It's strange because rule works fine. Criteria items in "criteria" list appears again when I change interface to Russian language. Have any idea?
Not able to scan ESX servers.
Hi, I am not able to scan the ESX servers and some windows servers also. Can someone suggest do i need to enable any ports or services for that. Thanks in Advance, Shibin Paul
change requesters authentication
I have a user who's account was created as a local account. I want to change it to authenticate via her domain account. Is there a way to change her authentication method in the database? Alternately, can i change her tickets to another requester in the database? If so I could delete her profile, reimport her from AD and assign the tickets back. Thanks for your help!
Technician - Purchase Order Approver keeps getting unchecked
Hi The purchase order approver settings are being lost in ServiceDeskPlus I am running ServiceDeskPlus 7018. I set up a technician to be a purchase order approver by ticking the check box beside their name. Some time later, I create a purchase order, however only 'administrator' is listed as an approver. (My technicians are imported from active directory) This has occurred on more than one occasion. Each time the box beside their name is not checked. Something appears to be resetting it. Can you
The Rules
Hello. It is necessary to consult on item of " the Rule ", whether " Notices of the initiator of the application " It is possible to create some notices or patterns with various variables, and depending on what variable you change in the application, such notice sent to the initiator? Version : 7.0.0 Build 7017
Reporting: Track requests which have not been responded to
Whenever a message is sent to a requester witihin a request, the NOTIFICATIONSTATUS field in the workorderstates field is populated with "TECH REPLY". However this includes system emails such as a "Your request has been logged with ID xxxx" which is flagged as a technician reply even though it is system generated. In MSSQL this: SELECT distinct "WorkOrder"."WORKORDERID" FROM (("servicedesk"."dbo"."WorkOrder" "WorkOrder" INNER JOIN "servicedesk"."dbo"."WorkOrderStates" "WorkOrderStates" ON "WorkOrder"."WORKORDERID"="WorkOrderStates"."WORKORDERID")
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Daily schedule issues
Hi, We have created a scheduled scan of the network on a dialy basis. However, every now and again the schedule stops responding and you have to reselect the date. Is this already a known issue. If not please can you look into the issue. Also, Once the scheduled scan has been completed we should receive a notification of all the changes made on the network. We no longer appear to be getting this making it harder to identify the new software additions. Just wondering if this is a part of the known
Please respond...
Please respond ASAP. We need this information for a planned roll out. How is the new Asset system going to work. Are you including a distributable file to be installed on the workstation like Desktop Central? If not, is this going to happen? Could you please provide as much information as possible. Thank you for your time. Kindest regards, Jonathan Davis IT Support Coordinator Scottsdale Unified School District
Time Spent HTML and Query Problems - Need Urgent Assitance
I am trying to produce a custom report in a tabular format with the following headers: Ticket ID #, Requester, Technician, Created Date, Completed Date and Time Spent (Completed Date - Created Date). However, when choosing the Created and Completed Date this is what I get: Request ID Requester Technician Created Time Completed Time 3 David Brooks Rose Washak 1156263888921 1156271163156 4 David Brooks Rose Washak 1156266718140 1156269141812 Also the Request ID is not the ticket ID # it is a new created
reply/forward format not correct
hi, with repect to reply/forward, when we click on these buttons the screen will have all the required contents in the message box. but, the format is not correct, its become like one passage, so, everytime we need to format it. which is time consuming. anyway to rectify it ? pls advice.
Purchasing Module Issue
We are having a problem with our purchasing module and could really use some help. Adding new products works fine unless we try to add software. When we add a new software product it tries to force us to associate it with a major version, if we do we get an error. "FAILURE: Problem occurred while trying to get software. Couldn't perform action on products..... Error Code -1,218,462,171,102" If we try to convert the software to a major version it tells us to select software. Are we doing something
Cannot Delete Report
One of our techs created a report and published it to everyone. I want to delete that report but I cannot. The only thing I can do is to edit it. (please see image) Please help! We are running Build 7015
New Feature request
Aside from my last post, i think it would be great if the asset scan would return the Network Description. I use this field to show how uses this PC and would be handy in working out what site the PC is in? also maybe the current logged in user may be handy for some people Scotty
Classroom Training in London -Septemer 8th & 9th
Hi Everybody! Catch our Servicedeskplus classroom training this time in Hammersmith, London. It is a 2 day training Scheduled on September 8th & 9th ,where our trainer will help you roll out SDP easily. Get best practices, workarounds, and tips to suit your needs from our experts. Get your staff trained to make the most out of ServiceDesk Plus. Register Visit: Other scheduled classroom sessions Training Portal If you are interested in attending the training, but cannot make it for this session, please
Verify PGP signatures and sign outgoing emails with SDP
Hi, is it possible to have SDP verify the signature of pgp-signed incoming emails? If not, is this feature planned in future releases? Right now, we are in the evaluation process and it would be a big advantage if this could somehow be implemented in SDP. thanks, Frank
change of Due date with priority
Hi, would like to explain scenario, i have 4 SLA's (High, Medium, Normal and Low) each SLA tied to Each Priority(High, Medium, Normal and Low). End user do not have control over choosing Priority. So, When the new request comes in, we default it to Normal priority and the due date will stamped accordingly. but, later we diaognise the request and try to change the prioroty and the due date will not change as per the new prioroty. we need to change it manually, which we feel is not correct. Pls advice
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