Dutch translation good, but not working :(
Hi, I have a problem with the Asset Management of SD. I'm don't have the state status in Dutch, but English. But if i look in applications/extracted/AdventNetServiceDesk.eear/AdventNetServiceDeskWC.ear/AdventNetServiceDesk.war/WEB-INF/classes/resources/ it's good. See attachments
Mailformat Change not correct
Hi, When i add a new change the Technician receives an email with HTML code in it. It is not being recognized as HTML: BR A HREF But when a Task is assigned to a technician, this email is correct. Can you solve this issue? Regards, Jeroen
Update Apache
Hi! We're running ServiceDesk 7012 with Apache 2.0.47 I want to upgrade Apache to 2.0.63 �Will I have any problem with Servicedesk? �Can I upgrade to 2.2.9? Thanks in advance
Build 7018 - Purchase Order Numbering with Multiple Techs
Found this morning that the automatic numbering of purchase orders is specific to each technician. I set the default value to start numbering at IT-00012. It did it for me only and reset itself back to 1 for the next tech that started to create a PO. Now when I look at the default start value, it's set at 1 instead of IT-00012. This is going to be a big problem going forward.... Any chance we can get this fixed asap?? Tony
Few issues with SD+
I am looking to open up our SD+ helpdesk system to external users so that they can access the helpdesk remotely. I currently have both AD Authentication and Pass-Through checked and this works perfectly fine within the LAN for all users. However, I've added an external URL for users (Admin > Self-Service Portal Settings > Alias URL) and have allocated the address http://helpdesk.domain.com:90. Upon testing this internally I'm asked for my username and password so I enter: domain\username and the
Software Catagories
When classifying software that has been scanned on user workstations you can change the catagory to Database, development, operating system, game, graphics, etc...... Is there anyway to edit that list. I have yet to be able to find a way to do it. Games dont really apply and neither does multimedia in my envirment. Incidentally the "Software Type" would also be nice to edit, it currently has managed, freeware, shareware etc...... Thanks for any help you can give.
HELP PLS setting up Incoming mail
Hi, How can i achive to retrieve mails for my echange server we do not support pop when i try IMAP i get an error that it is unable to connect. Ougoing mail works fine.
Escalation Path
May I know the escalation path when requesting for customization ?
Can't start SDP after 7018 upgrade
Hi, I have just gone from 7015 to 7018 and now SDP fails to start. The output from run.bat is below. Although it says "server started" and "please connect your client...." I get "page can not be found" when attempting to connect: . JBoss Bootstrap Environment . JBOSS_HOME: M:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djbos s.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Business Rules - multiple criteria for SUBJECT
When applying a business rule, we would like to be able to add multiple CRITERIA CONDITIONS for the SUBJECT line. For example: We would like to be able to set a rule so that if the subject line CONTAINS "SAP" but DOES NOT CONTAIN "ASAP", the ticket is automatically assigned to the group SAP. As it stands now (SDP 7015 on MSSQL) if we add the criteria for SUBJECT > CONTAINS "SAP", when we add the second critera condition for SUBJECT > DOES NOT CONTAIN "ASAP" there is only one criteria applied and
Update WorkOrder/Request records with Deparment Information
Greetings, I have a quick question about updating request records with new department information based upon the department in which a requester is contained. Brief example: Previously, none of the requesters had department information imported from Active Directory along with their names and email addresses. Now that all of the Department information has been imported into SDP from Active Directory, I'd like the previously created requests to reflect the change in department information. If I go
Upgrate SDP 5.5 to 7.0
How to upgrade Service Desk Plus Version 5.5.0 Build 5502 to Version 7.0.0 Build 7017? Anyone has one step by step? Tks.
New technicians summary page
Would it be possible to create a new version of the home page that would show for the logged in technician a single list of all Requests, Problems, Changes & Tasks assigned to them, sorted by Priority, Due Date, Category? The problem I have with it at the moment, is that my guys need to go to the different tabs all the time to find if they have anything to do, and having them then try to determine the priorities of which one to do next is dfficult. It would be good if we could have a single list
Change M. - Seperate "tickets" based on Group memb
Hi, In the Enterprise version, there exists features that enable system administrators to arrange tickets in Incident Management so that members of certain Groups can only view service requests (tickets) logged in a specific category. This is a super feature for us. We have a lot of small support divisions in our company handling user issues for a lot of small systems, and with this we can create groups for the different systems ensuring that the members of the different support divisions can only
workstation -> add software, can this list be sorted
as the title says, can i sort the list to show up in alphabetical order or in any order
hollas limma
hey , please ban me , im a stupid girl i like to write weird things and to flood ! Thank you , sorry for inconvenience bebebe lililil mamam nenen
HotFix 7018 Released
Dear Users, Hotfix to upgrade to build 7018 got released. This fix can be applied over build 7000 through 7017 build and the hotfix is available at http://manageengine.adventnet.com/products/service-desk/service-packs.html http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_18_0.ppm Instructions to apply the hotfix : 1. Shut down ServiceDesk Plus Server. Take a backup using backupData.bat under <ServiceDesk_Plus_Home>/bin folder. 2. Run
Problem with import requesters from AD
I have the domain forest and I can import requesters from one domain only. This domane where located SD+. I used domain admin account for import data. When I try to import I see the window with OU, check OU and take the message "Requesters Import, Failed..."
Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Critical Error received by email
Gents Can you please advise as to what this error refers to Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.IOException: Logon failure: unknown user name or bad password at java.io.WinNTFileSystem.createFileExclusively(Native Method) at java.io.File.createNewFile(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.createBuildInfoXml(SDBackUp.java:838)
Retrospectively Link Assets to POs
Some of our IP assets have been auto scanned into SD7, before they were received through the PO module, is there are way of now linking these back together?
deleting a PO
OK, I am the administrator in SD+ I created a PO. It was approved by another tech that has the role of SDApprovePO. The PO has been marked as recieved I now want to delete the PO but I get the following error. The error message is less than helpful to identify where the trouble lies. Any help? Support? Thanks, Anton
How to insert DateTime values
I have a need to insert an entry into the notes table manually....but I can't figure out what conversion you are using for the notesdate field. How do I insert a date?
SLA for Changes / Problems
Is it possible to add the SLA for changes and problems?? I cannot find any function for that and I think it is useful for users to be alert the overdue of changes / problems
Can't get Email module working.
Hi, I'm a new user of servicedesk plus. it looks like a great tool, but i'm struggling to get the email module working. i've input all the settings correctly [i think]. outgoing messages work fine, but the system doesnt pickup incoming messages. I'm using MS Exchange server on the same LAN - does servicedesk work with MS exchange? I left the incoming mail setting set to POP, but changed the port to 25. all authentication info is correct, but when i click the 'start fetching' button under Admin i
Network scan
Hello, I am attempting to perform a network scan to discover one of our managed switches. I've entered in the IP range in which the switch resides, as well as the correct SNMP community. However, when I perform the scan, I get the message: FAILURE :Domain login name and password are not configured for the domain invoked for scan. Please configure domain login name and pasword to scan the domain. The switch is not part of a domain. Is there any way to perform a scan purely using the SNMP community?
Blank page after login
After adding a new request the the start page from ServiceDesk Plus (7000.17) is blank. The login page displayed normal and you can login, but after the login you only see a blank page not the startpage. How can we fix this problem?
Task History
Something pointed out by a colleague today that I had not noticed previously: When a task is logged the recipient of that task receives an email. That works. However the email is not recorded in the conversations section of the task. Nor does it appear in the history of the call. Our concern is that if the the technician deletes the task, there is no record that it ever existed. Am I missing something ? If not can we please add the task to the history tab and/or record the email. Preferably both.
Hey how do I?
Does anyone know how I do this?
Edit/Update Request Details and Requester Details Bug
Hi Support, I am using Build 7015 and when I try to edit the Requester Details (Custom Field [Text box])from the View Request, and click Update. The value for that field is not saved.
Searching for a requester - blank window
When creating a new request, we are trying to add a requester from the Requester List by searching for them and hitting the Go button. When we find the person we require, we click their name to select them. We then get a blank window that must be closed manually. This happens in both Firefox 2.0.0.14 and Internet Explorer 6, SP2 We are using Version : 7.0.0 Build Number : 7015
Feature request: Send notification e-mail based on priority
Would it be possible to make it so that we can set the HelpDesk to only send notification e-mails for requests over a certain priority level? ALSO It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
Import old request to SDP
I'm starting to using SDP and I have and old Helpdesk application that can export its records to .TXT or .XLS. Is there anyway to import this records into SDP so as to keep history? Thanks a lot.
can not uninstall servicedesk plus.
hi, i am evaluating servicedesk plus and after the period has expired i can not uninstall it.So i can not reinstall it. any help? thanks.
Autoclose Request Option Breaks SDP App in build 7018
Hi all, I've just had to have a remote session with Adventnet to get my system back up and running. The request closing process under Admin/Helpdesk Customizer/Request Closing rules must be set to manual or you will end up with a system that you can't use. It slows the system to a halt and you can't access the requests tab at all. I have been informed a fix is being worked on and would like to thank Adventnet for a prompt response to my reporting the issue via my UK supplier (Networks Unlimited)
Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Ticket Sequence No. not normal
Hi we are still running SDP 6 seems our ticket no. sequence is not correct. i suspect something not correct. As no. of cases in a month is around 500-600 but the Ticket sequence no. jumped few thousands. any option to trace what happen to these nos ? all our ticket nos have subject line with ###23442## format, so each case will merge to its own. appreciate any reply on this. thank you. regards, vijay
Merge - Question/idea
I just realized that (using build 7011) when you merge two items and a user sends a request referencing the request that was "merged away" it creates a complete new request. For example - User Request creates ID 10 User Request creates ID 11 I merge them and end up with ID 10 User sends inquiry about ID 11 with ##11## in their subject Service Desk creates ID 12 with this inquiry I haven't tested the User Web Portal so I'm not sure if the user will be able to find ID 11. Is it possible in a future
Filtering on subcategory
I would like to be able to write a filter on sub-category. When I do this, it lets me save the filter, however, it will not let me use it. When I go to apply the filter, there is a syntax error. It seems like it is just true of the subcategory field.
Multiple Reports In One PDF
We are currently having to generate three separate reports into three different PDF / Excel files. Is it possible to combine these into one report file? The queries are below. SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.CREATEDTIME 'Created Time',wo.TITLE 'Subject',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status',aau.FIRST_NAME 'Requester' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
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