Multiple Active directory for one Servise desk plus server
Hi all, We are evaluating the Service desk plus , i am looking for the subjected feature. Can we have 2 or 3 windows 2003 active directory in one database of the SERVICE DESK PLUS. Looking forward for reply. Thanks'
Asset Resource Permissions
Is it possible or would it be possible to give certain users permission to only certain resource types? For example: We have IT Assets\Switches but would only like 2 technicians to be able to view and modify the assets, but the other technicians can view and modify other resource types?
Default home page and report editing
Two questions: First, I created a daily report to be emailed, then used Save Report As to create a copy. I then changed some details and the schedule for the copy and made it my weekly report. Problem is, the title (right above "generated by Admin") still shows up as Daily. As far as I can see that's not editable. Anyone know of a way to change that so I don't have to recreate the report just to edit one minor bit of info? Second, is there a way to change the default home page in ServiceDesk for
pass-through authentication not working
We have pass-through authentication enabled for SDP but its not working. We are using SDP v7513 Have tried Firefox 3+ and IE7/8
who is allowed to create PO's in Service desk plus?
I cannot get requestors in as PO creators
Selecting domain on login
Hi, when trying to log in to ServiceDesk Plus, there is a list of domains that the user must select from before they can login to the system. Is there any way i can either remove the list of domains or default it to our one domain
Technician bug and Servicedesk service set up
Hi, First question: I have one of my technician's account is bug, meaning that in the Technician list, he only have one account but when I try to assign a request to him in the technician drop down list, his name comes out twice. Second question: I just updated our servicedesk plus to 7514 build. After the update and restarting it twice, the servicedesk plus service doesn't turn on it self. I basically need to log in and run the "run.bat" in the bin folder. Is there a set up that I can do so I don't
Cannot upgrade from 6012 to 7000
Hi, When attempting to upgrade from 6012 - 7000, as per instructions here: http://www.manageengine.com/products/service-desk/migration-sequence.html the following error occurs: INFO: Problem during installation of patch java.sql.SQLException: Invalid object name 'WorkstationModelType'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.j ava:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224)
Adding site name in notification rules template
Hello Under the Helpdesk notification rules - customised template, is there a way you can add the [SITE] in the choose content variable database? thanks
Importing data from Old helpdesk system
I've written a SQL script to import data from our old helpdesk system into Service Desk. Whilst it has imported and I can see the data, however when I try to amend it the changes will not hold. I've based my import script on the ER Diagram provided within the Service Desk. Has any else experianced this? Is there a solution? Kind Regards Richard
Problem while importing the assets
Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo, PhysicalDriveInfo, ComponentDefinition, UsbInfo, MonitorInfo] Import from zip
Cannot delete a domain
FAILURE :Issue while deleting the domains. Please report the problem to the system administrator, with the Error Code - 1,257,274,836,493.
Add Categories in Scanned Software
We would like to add some new Categories in the Scanned Software by ourselves. Now there are 9 choices (Database, Development etc. etc.) Is this possible in a later version ?
Category query report
Can you help me with a query that will list all the categories, subcategories and items, it should be sorted like the example below. Software Office outlook word excel powerpoint Network Lan Switch router Kind regards Stefan
Displaying user email address within request
Hello Is there a way of displaying the user email address field when they submit a request through? I am not sure how to set this up in the request template. thanks
sql query tool
Running SD plus latest build on windows. Using mysql I want to try to use an sql query tool to help be build queries. It is asking for port, and password (for user root). Where would I find this information?
List of all departments
Hi, I need help with a query that lists all departments that are available in SD+ imported from Active Directory. Kind regards Stefan
Scheduler view: first column is Sunday, would like it to be Monday. Is it possible?
Thanks.
Service Desk Plus hangs when geting large images
We had a serious issue with Service Desk Plus build 7514. Yesterday one of our client replied to a request putting in the email text a very large photo. On the server side the java process started to take 99% of cpu, and the whole application hanged. We resolved the issue by deleting the problematic email from the server. But for the future we expect Service Desk Plus to cope with such emails, or just drop them.
Creating Custom Queries
Does anyone have a good link to a tutorial explaining how I can make my own SD+ report queries?
Question
Hello, i have sent 3 emails to different email account, about purchase your product. No one answered for a couple of days. Can you help me and give me the right address to contact, since no one answers on the main ones. Regards, Nikola
Windows XP Firewall turned on ... Remote Control does not work
Windows XP sp2 , Firewall is turned on. Remote control does not work in ServiceDesk Plus. Which Firewall port should I open ? Please help. Honson Kan
Window Personalize should be closed
Hi! Top right menu - Personalize. After making changes and clicking Save this window should be closed? Now it is not closed and display SUCCESS :Language settings saved successfully. After this we must close this window manually. May be it will be changed in 7.6?
There is no Time in Periodic Task Scheduling
Hi! While adding Preventive Maintenance Task we have some variants for sheduling. But variant Periodic Task Scheduling in unhandy: there is no Time. Time will be actual time when periodic task created. As workarond can you point to SQL table where we can modify this time for created tasks? Hope this will be added to 7.6
There is no default Resolution
Hi! There is default Resolution in Request Template. This is very convenient. But There is no default Resolution in Preventive Maintenance Tasks! Hope this will be added in 7.6
Bug in dashboard
Hi! There is a bug in SD in Russian. Home - Assets tab - Software - Microsoft Software License Compliance. In English legend has 3 color, in Russian - only 1 green color. May be bug is not only in Russian. This bug presents in all legends of Software. Screenshots included. Hope in 7.6 it will be fixed.
Query for all technicians that worked on a ticket?
We have a process where a ticket may be assigned to one technician for one part of the task, and then assigned to another technician for different part of the task, then a 3rd person closes all tickets as the final signoff. We want all technicians to get credit for working on that task. If I run a report for all of "my completed tasks" for the month, I currently only get credit for those still assigned to me when it closed. Is there a way to query all of the tickets that I worked on, not just
Issue with Service Desk Plus 7.5.0 Build 7514
Since upgrading from version 7 to 7.5 we have had a couple of issues the link between service desk plus to opmanager no longer works which is used to before. Secondly the contracts field description has been truncated so that you can no longer see all the information as previously in the older version
SQL database performance
We have poor SD plus performance particularly when searching and running reports - I would expect it to take a bit longer to perform these operations but it can take over 10 seconds to return a search which from our point of view is not acceptable. The database is 3GB is size and we have a maximum of 25 technicians working on it at one time. The SQL server and the front end are well over specced hardware wise and having monitored the performance of these machines whilst performing these operations
Linking an asset, tricks?
Hi, What I would like to do is link a Server Asset to a Site and when creating a request have it link to the asset automatically. The department and requesters would not have any other assets. We are going to be using the system to support an external client base, not an internal one. I am able to link the asset to the site by placing a check mark next to it and selecting Actions>Assign to Site. However, when looking at the asset and the requests tab, no requests appear. When creating a new request,
Info in email fetching
Dear Team I keep getting this error. Server started at : Wed Nov 04 10:42:03 GMT+03:00 2009. Current time is : Wed Nov 04 10:50:09 GMT+03:00 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. The version is 7.5.0 Build 7513. Thanks
Missing information after license renewal
After a license renewal some "tabs" are missing as shown in the attachment. The search for assets, workstations and requesters is also not possible. In the Configuration Wizzard we now only see the Helpdesk, Users, User Survey and General-tasks Please help us out.
Group ID field all set to blank
We have been using the AdventNet helpdesk for a few months now and have several groups that tickets get categorized under like IT or IS, or programming request. It works fine and we've had no issues but just recently every ticket lost it's group, newly created tickets have no group and all the old ones don't either so everything is super messy now. Any ideas???
Resolved to Closed
Is there any way of automatically closing a call that has been put into reolved after a week. Also Can you add a selection to a reply email allowing the user to close the call or reopen. Thanks
How do I change an asset from a Printer to another device?
How do I change an asset from a Printer to another device? Thanks! Pat
Possible to save or print category / subcategory / item hierarchy
We need to have a meeting about reorganizing the category / subcategory / item hierarchy. Is there some way to print the whole tree including (all three levels) or save it to a file? I tried copying the Tree View and pasting it into Word, but the results don't match the tree.
Two Possible Bugs?
Hi Everyone, I think I have noticed 2 bugs in service desk. I'm running Version 7513. Bug 1: I can't assign a computer / workstation to a site if a user is already assigned to it. For example, we had two laptops that were in store, and a workstation that was in use. I clicked them all, went to Actions > Assign to site. The two laptops were assigned but not the workstation. Clicking on the workstation and trying to assign the site there doesn't work either. However, in the Audit history, it shows
How to enable functional Escalation sin SDP?
How can we enable functional escalation in SDP as SLA have only option of technician?
Questions regarding Tasks, Reports, and Mac in Assets.
Hello! First time poster on this board. I'm fairly new with SD+ so I hope you'll be kind with me if any question might look a bit stupid... ;) First off, Tasks and Reports. SD+ is somewhat new in our organisation, so we're still discovering features in it, and how we can use them and so on. I recently came across "Tasks". I thought that this would be a great way to split up a bigger Request in smaller pieces. For example, if we have a request for a new user, who needs and account, a new computer,
Mac (OSX) support?
Does SDP support Mac (OSX)?
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