Using SSL with SDP on Windows Platform
Here is my scenario. I am currently hosting 4 websites on the same web server running IIS and using host headers. I am binding my host headers to port 443 using a unified communication certificate to secure my sites. I am running SDP on port 8080 from the same box. Is there a way to install my cert on SDP without interferring with the sites running under IIS?
Seperate view for technician projects
We typically use the help desk to service end user request (tasks). We desire to utilize the help desk for projects. Ideally their would be two windows one for task and one for projects with the ability for a manager to priorities them, preferably with the most important tasks and projects at the top of each window. We would also like to apply separate business rules and reports to the projects. Please let us know if their are any enhancements planned or suggestions that we can implement today. Thank
Additional Info fields in the reports,
How can I show the additional Info fields in the Resources custom report? or if I want to add them in the query how to do that? Thanks, Ruba AlOmari
Projects and Tasks
Hi Is there any way for a futute updates of SD to include projects and tasks the same way MS Project works. Not all work we do are faults and we would like to record future projects and raise tickets against upcoming tasks and see the details and progress of projects
This forum can be slow...
I'm a big advocate for self-help / user forums but sometimes this one is so slow it's almost unusable. Especially on searches. While I'm typing this I have a search going for "Merge" and it's still going. I hate to re-post questions that have already been answered but I'm not getting the opportunity to read.
HotFix 7016 Released and 7017 updated
Please refer to the below link for 7017 release notification http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& You can download the latest 7017 ppm from the below link. http://bonitas.adventnet.com/servicedesk/16Jun2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_17_0.ppm Web pages will be updated shortly Thanks & Regards, Srikrishnan
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Error when adding new licenses
Hi, When trying to add a new license the following message appears: To display the web page again, Internet Explorer needs to resend the information you've personally submitted. If you are making a purchase you should click cancel to avoid duplicate transactions, otherwise click retry to display the web page. When you click retry the current license allocation gets jumbled up, which means I have to reallocate the licences. Just trying to find out if this is a known issue or if im doing something
Change Requests don't work properly
If you have selected the change type as Standard, it will be an approved change. Rather we can call it as a Pre-approved change which does not require any approval procedure.Now when you raise a change request, the Approval Status will be by default as N/A as it is neither approved nor rejected.Rgds,Hima
Group to Technician relationship in Crystal Reports
Hi. I am trying to write a report based on groups and technicians in Crystal Reports against the SDP database, however, I can't find the tables where the relationship is made. I did find the workorderstatus.owner field for which technician is assigned. Also, how does the system display "Unassigned." Is it a formula somewhere that calculates the value, or is that stored anywhere? Thanks for any help anyone can provide.
Auto-populate requester asset in 7016 doesn't work
One of the features promised in 7016 was the auto-population of the asset field if a requestor is selected that only has one asset assigned to them. This doesn't appear to work for us.
Upgrade to 7017
Some of us found that you can't edit existing tickets - it creates a new ticket with the edited data in it. We've followed up in the release topic, but I thought I should post a separate item here as a warning in case anyone doesn't read it. Regards, Dean Adventnet feel free to update/delete the subject of this post if you find a quick fix rather than have to release 7017 :)
Serious issue with hotfix 7016 - 'Edit' option broken
In build 7016 if you click the 'Edit' option in a request and make a change to it a new requests is added with the same details instead of the existing one being edited. Others have reported this and I have been able to re-produce it. This is quite a big issue and needs to be fixed quickly.
4 week Reports
The date filter on SD reports has options to run for last week etc. but doesnt have an option for the last 4 weeks, is there a way to get this set up so that we can select last 4 weeks (or last nn weeks even better)
Which Database is best suited for SDP?
Hi, if you have a choice of MS SQL or MYSQL which database would you run with SDP software and why? Thanks for your time. rsnellman
Asking for SLA in SDP!
Our customer need a case study on how to effectively build the SLA for their organization, such as: - Can the request escalate to higher level, and if yes, how to do it? (currently we can only escalte to higher posisition so that other technician know the requests and solve it, but the request is not automatically go to higher level of SLA) - Can we set same situation for Problem? - How is the relation between SLA and IT Services in general? Best Regards, - Hau
Using ManageEngine to request Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able to request this asset?
Metrics Question - How to report on times?
I am trying to find a way to see how to report on the time from when a request is received by ServiceDesk to when it is assigned to someone or group. I know we can see how long requests take to close from when they are assigned, but we want to be able to measure this as well. If anyone has done this could you please share. Thanks, Carlos
MySQL to MSSQL
Hi, I have been running SD+ build 5505 with MySQL. I finally got a new server and I am planning to install build 7015 with MSSQL. What are the required steps to migrate all the info from MySQL to MSSQL? Kind regards, Alonso
User having log in issues with aliased url
I have a user using Firefox and JRE 6 Update 5 that is having issues using an aliased url. Our server is server1.whatever.com and the alias is helpdesk.whatever.com. When he logs in, he gets an error message that it cannot authenticate. Also in the logs, it seems to stop on j_security_check. What could be causing this issue?
Request an Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We can assign users to that projector and using the History section is very useful for us. But we want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able
Explenation of License and asset fields
Servicedesk, Can someone please give me an explanation of a couple of fields (for what purpose are the fields created by Adventnet). Software Licenses: License Type License Key Resource Tag In Workstation Configuration (Edit Workstation) the fields: Service Tag Resource Tag Resource Serial No Barrcode Since the upgrade from 6.15 to 7015 the licenses are a complete mess. Thanks in advance, Ferry Pranger
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
Mail server
I just installed SD+ 7015 using Spanish language as the default. I am not able to get the mail server to work. It is configure properly and the connection between the SD and the mail server is fine. However, I do not get the SD to keep fetching e-mails. When I hit the Start fetching button, it downloads the e-mails, bu it then stops fetching. So, I could not download new e-mails, until I manually Start fetching again. It will connect to the server, download the new e-mails and then stop fetching.
Dates not displaying correctly in reports
Hello: We have a few reports we created ourselves and run each week. Up until today the date fields have always displayed correctly, but now are displaying as 1212774588607. This happens in the "created time" "scheduled start time" and "scheduled end time" fields. Any idea on what would cause this to randomly start happening (it is consistent and happens ever time we've run the report today). Thanks.
Existing ticket calls new Request Form
Good afternoon - I have an odd issue that is affecting two of my tickets (that I know about). The issue is that when click on the request in the 'Open Request' list what I get is a new, blank request form instead of the information that should be visible. Is there a way to get this missing information back to where I can see it? I am currently running Version 7014. Thanks - Dennis
SD+ Support for MAC Browser
Hi, Does anybody tried SD+ on the below browsers.Pls reply. MAC OS 9.2 (Browser used is IE 5.1) and OS X (Browser used is Safari).
ServiceDesk and Blackberry Notifications
Prior to using ServiceDesk, we had a seperate Exchange mailbox/address (ex, helpdesk@it.com) for users' to send requests to. This mailbox has a Blackberry tied to it so that the oncall technician could see that there was a request made outside of normal operating hours. What we have been doing since we've purchased ServiceDesk is taken email requests sent to helpdesk@it.com and copying them over to ServiceDesk manually creating each ticket ourselves. We would really like to start having customers
User unable to add the conversation via web
During the workflow of a ticket, we often require a user to add details to a ticket, or have users who want to add comments to a ticket when viewing the request via the web portal. I cant see a way that a user can add to the conversation without digging out the last mail and sending a reply. Am I missing a setting somewhere? Matt.
Incident aging report
What report are people using to show the age of open tickets on a daily or weekly basis?
Change link broken in 7012 - Send for Recommendation message
Since the upgrade to 7012 the recommendation for change e-mail message appears to be broken. In the e-mail is the DETAILS LINK which has the code of $ChangeLink When the e-mail arrives with the recipient instead of the link going to the change the url is $ChangeLink ( the text hasn't be subsituted as it was prior to 7012 ) net result is >> HTTP Status 404 - /$ChangeLink -------------------------------------------------------------------------------- type Status report message /$ChangeLink description
How do I install an SSL key on the SDP?
Hi, I am finalizing my migration of our SDP software to our new HelpDesk server and was wondering how to install the SSL key on the SDP software so the login page is encrypted? Thanks for your time. rsnellman
Response Times
Howdy, I was wondering if there is a way to change resolution times into response times? In our SLA's we have a maximum response time instead of a resolution time. (I.e. if something is critical we will respond within 10 minutes, but it may take all day to fix) Can the jobs be set to not go overdue if there is a work log within the resolution time?
Default Technician
Hi team, Is it possible to have the Technician field on a new request default to being the currently logged in Tech that is creating the new request? Cheers, Mike.
Overriding Global Settings
We would like to see the ability to override the global settings... Scenario #1 -- NOTIFICATIONS -- OpManager (or other NMS) I have setup OpManager to log a ticket for specific events. I have to continually clean up OpManager's email box due to messages from SDPlus. I would like to be able to create a business rule that says if the 'sender' is xxx then don't send notifications. Additionally, I would like the ability to setup a global rule that allows me to disable ALL other notification types based
Where are the custom images stored
Hi, I am tried to customize my "Login page image" & "Header Image" and was just wondering where are they stored within SDP file structure? Thanks for your time. rsnellman
Multiple Domains
We are slowly moving from one domain (Domain A) to another (Domain B) We have users and technicians on both domains. Domain A works fine. When I tried to import active directory users from Domain B, I got the following error message: Operation failed, couldn't bind to the Active Directory Server. How do I import from the other domain?
Users cannot update conversations
I am just getting ready to release ServcieDesk Plus to our users. When a user raises a ticket, & a technician adds a request for more information, there is no way for the user to add details to the conversation without replying to the original email. Our purpose for choosing this product was to provide a portal that users can use to manage their tickets & requests, this seems to be a major limitation in their ability to do that. Not sure if this is by design, or if I am missing a config somewhere?
Mail server
I just installed SD+ 7015 using Spanish language as the default. I am not able to get the mail server to work. It is configure properly and the connection between the SD and the mail server is fine. However, I do not get the SD to keep fetching e-mails. When I hit the Start fetching button, it downloads the e-mails, bu it then stops fetching. So, I could not download new e-mails, until I manually Start fetching again. It will connect to the server, download the new e-mails and then stop fetching.
Not totally sure SDP software is working completely correct
Hi, I recently moved our SDP software to a different server and well here is the process I used. 1) Installed MS SQL Server 2000 on new server 2) Restored servicedesk database in MS SQL Server 2000 on new server 3) Installed SDP - version same as old server - on new server 4) Backed up SDP software on old server 5) Restored SDP backup onto new server 6) changeWebServerPort.bat to make port 8081 & https on new server as like the old server 7) Added my current license to the SDP on new server Last
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