frustration with forum
usually it's just slow and times out with page not found. today it is only displaying page 1 of 180. page 2 and beyond show no entrys
Description in New Request auto formats on Add Request
Hi, Can you advise how to turn off the Auto Format in the Description Field? When you paste in some script, say some SQL Code, it looks OK and the format and lay out is the same as where you Cut it from. Once you have clicked the Add Request button the Content of the Description has been reformated and lines of text can have moved around. See Example: Cut this{ Hi could the following SQL please be run against the live DB: UPDATE case_detail SET hcd_display = 1 where hcd_case_id IN (########) declare
Russian symbols in SDP 7.0
Russian symbols in SDP 7.0 are not visible
Multiple Requesters
Hello all... I have a situation that comes up every once and a while where multiple people all have the same issue... thus they all want notified when the issue is fixed... is there a way to select multiple requesters for a single ticket?
Import user from CSV file - login/password not set
Hi I need to import 600+ requestors from a CSV file into SDPlus 7. The login and password fields are not populating and remain blank. This worked in SDPlus 6 from the same CSV file. How do I set the login and passwords for these users? I do not want to have to set these manually! Cheers Tim
Print / Export category list
It would be really nice to be able to see the list in its complete form as we are setting up our category / sub / item structure. Does anyone know if this can be done? I know you can click the tree view, but its a pretty small view and there are no "expand all" options or anything like that. Thanks!
Computer Names ( Scanning )
Hi SDP Team, Wonder if you could help advise us please. We are a large school, with lots of IT Equipment..... lets say for example: 750 x Tablet PC's 180 x Student Laptops 150 x Staff Laptops 600 x Desktop PC's And to add to this, we have just re-located buildings too... and so all the room names/numbers have changed too... Old Art PC Name R65-01 New Art PC Name B1F166-01 We havent finished renaming all the PCs to have the correct name yet. But was wondering what is the best step to do to make sure
Questions about setting up Service Desk Plus
I'm looking at purchasing ServiceDesk Plus and have a few questions: 1. If I install on a Linux platform can I still sync with AD(Active Directory)? 2. What do you recommend for exporting old data from an old help desk program (database mysql) to import into new database for ServiceDeskPlus on MSSQL? Cheers*
Adding unscanned software manually
Hi, Does anyone know if it's possible to add un-unused/scanned software manually into Software Licences (with serial numbers)? We have a number of software licences that we would like to store for future use rather than keeping them on an excel sheet! Cheers, Steve
Sort order for Holiday List
Is it possible in a future update to implement a sort order for the holiday list? I'm currently inputting all the public holidays for the next few years, and there isnt a way to sort them by date. So if i miss a holiday, and enter it after i've entered additional dates, the holiday dates are now out of order. Its slighty anal i know Cheers.
Compare with Landesk!
Hi,SDP Team: Can u tell the difference between SDP with Landesk servicedesk? It's better to give out a compare sheet with Landesk servicedesk. Waiting your reply! Thanks!
Multiple instance of SD+
Hi guys Love using your products, keep up the good work. Our end users love the product so much we are getting almost weekly requests to see if we can setup their own SD+ instance to suit their needs. Only problem is that we dont want them to use our instance as this will screw up our stats and job flow. For example, we use it as a IT Service Desk application. Another team wants to use it to keep track of building maintenance tasks. Another team wants to use it to monitor non IT purchase tasks? Each
Import Requesters from CSV
Good Day, I have an unusual problem, on SD 6.00 I can import 298 requesters with the following fields completed, Firstname Lastname Email Department Login Password (Randomly Generated) on SD 7.00 when I try import the same list it does not import the Login's and Passwords. The current differences are SD6 is on Win2003 Adv Server + SQL 2005. and SD7 is on my local workstation XP Pro + MySQL. I also Added two additional requester fields in SD7 "Notes" and "Location" where "Notes" would have the imported
Single Sign on - DNS issue?
Hi All, I have been having an issue with the SINGLE SIGN ON, on SD+ 7, it was working to begin with but after a couple of days when you enter the HTTP://(server name. company name. local):8080 it comes up with a login box as if you require authentication to the server... I know it may be our network but has anyone had this issue?? We are using DFS also. Regards Heath Beardwood
Hotfix : New hotfix released - 7002 build
Users, A new hotfix (7002 build ) has been released. This hotfix is applicable for 7000 and 7001 builds only. The hotfix can be downloaded from archives.adventnet.com/service-desk/7002/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_2_0.ppm New features in this service pack: * While adding a new request through request template, necessary tasks can be selected to get added * Option to close requests only when the associated tasks are closed can be configured under Admin -> Request Closing rules
mysql database
We need to run a query to extract some lookup data from our ServiceDesk MySQL database but I'm not able to find the table that stores the data. The data we need is the information displayed in ServiceDesk Plus in the Configuration Wizard -> Asset Management - Product -> Product List. We'd like to be able to run a query against the MySQL database to get these same results so we can export this as a csv file and use it to build another csv file with assets to import back into the Assets area. Can you
Scan for exe file to include in software list
In Track-It! I was able to to scan for files that were not formerly installed in windows. I have some programs that just put some dll's on the PC or an exe. Is there a way to do this in Service Desk so I can track these installations? Chuck
workstation location
in the admin setup there is a field for "location" which is available when setting up "departments": one can choose a location for each department from a dropdown list. in one of the default fields for the workstation there is "location" but it is not available as a dropdown on as a text input. the only way to do this now is as an additional field. This should be already available as a dropdown...yes?
AD Import Broken After Hotfix 6012 Install
I applied hotfix 6012 recently. Since then I am unable to import any new users from Active Directory. I select the OU to import users from then it just stalls at 0% completed. I am also unable to uninstall the hotfix. It says uninstallation is unsupported .
Portable PCs
Dear All Is there any agent I could install it on any portable machine so when connected to my network update SD with all changes happened in this machine? And if there is no agent can I do this from SD network or domain scan automatically?
Using IIS as the web server.
I don't know a great deal about this product yet, as I have just downloaded it for evaluation, but I have a query. The default port for the package is 8080 and it appears that it using it's own built in web server. What I would like to know is can it be run through the standard IIS web server so that I can access it on port 80? Some of the locations that I would need to access it from block port 8080 so I cannot get to the server. Thanks
Regular users can't select a Category (option is missing)
I just took over administration of our ServiceDesk install and recently updated to build 6012. I'm a bit confused by something: As a technician, I can select any of our pre-defined categories and sub-categories, but if a regular user logs into the system the New Request form only contains the following fields: Name * Workstation ID Sub Category Item Subject * Description Is there an option I need to tweak somewhere to allow a user to select a category for their request, or is there something wrong
Can't send out emails
I'm pulling my hairs out on this one. I've tested my smtp login and password using outlook so I know my account works and my credential is correct but yet it won't work with SD. I get the vague error: Could not sent mail notification to tommy. Please check the System Log Viewer for further details. System log: Exception while trying to send notification for self-service access details to tommy Mail sending failed. No SSL enabled on email account. Tried both imap and pop with the same result. Please
Add ability to change due date on request screen
I like that you can check a request and hit "edit request", and I really like that you can do this with multiple items. But I would love to be able to edit due dates that way. It would also be nice to add notes, etc to multiple requests. Thanks!
Can't get scanned machine back after deleting it!
I'm currently evaluating ServiceDesk Plus professional version 7 and have come across a problem which I cannot find the solution to. I scanned our network using an IP range (Network Scan) and it picked up most of our machines but couldn't scan some of the workstations for various reasons. As a test I deleted one of the machines from the Asset list and re-scanned the network using the Windows Domain Scan. After the scan had finished, knowing that the machine I deleted has an object in ADS, the machine
Required Timespent
If I have timespent as a mandatory field before closing where do the techs enter in the time spent? Its got to be easy i just can't seem to find it. Thanks!
creating an announcement or alert
how can I create an alert, that shows up for everyone logging into the service desk, requesters and technicians? say, we are having an email problem, is there a way I can put that alert so that it shows up in the service desk, and possibly any request associated with that will be grouped together and can be closed together?
Category List can only View 10 entries ??
Is this just me or is it not possible to view any more than 10 entries within the Category List - (Items) I have made it compulsory to enter Category, Sub Category and Item to create a request but when i administer the ITEM Lists I can only View 10 in alphabetical order Is this an undocumented feature something i have done? Regards Heath Beardwood
Version 7 _standard_ evaluation not working
Hi, I downloaded version 7 and I am evaluating it. I had no trouble testing the Entreprise version, but the standard version doesn't work. I install it from the same executable, the only difference is when I choose to evaluate the standard version instead of the Entreprise version (professional version works too). Each time, I get this message when I try to start the service: Server is starting. This may take a couple of minutes ... Failed to start the server. Please refer logs for more details Normal
SD6 MySQL Issues
Since we're having problems getting SD7 to work on Linux, we've got version 6 up and running, but having some issues with the database... We have an instance of MySQL already running, and if we try to start ServiceDesk we get the following message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unable to start MySQL server on port 3306. Please free the port. So I stop my existing MySQL Server and start ServiceDesk, it works fine. I want ServiceDesk
Quote # field in PO area
Is there a way to add fields in the Purchase portion? We would like to be able to fill in the quote number, so that when it is e-mailed that information is contained in the e-mail.
Survey reporting, getting an idea of how we're doing?
Hi chaps, we've recently started to use the user survey feature and are struggling with the reports. users get a survey each time a job is closed, the survey has 3 questions, each with a max of 4 points, so each survey can have a max score of 12. What we'd like to do is create a graph report for each week/month etc showing how we're doing. I.E if one week all surveys came back with scores of 12, we'd be 100% that week. likewise if another they came back as all 6 we'd be 50%. how can we graph this?
Upgrading 4110 to 4112
We currently use Adventnet ServiceDesk v 4112 and I have been asked to upgrade to the latest version. I am Building a test version I have found http://archives.adventnet.com/service-desk/ helpful in finding software versions however I cannot find 4112. Helpdesk provided a link that fixed this. "Thanks for your email. You can find the below link to download ServiceDesk Plus Version 4112. Take this link to download the PPM to upgrade SDP to 4112; http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_4_1_0_SP-12_0.ppm
TimeSpent Reports
Hi, I like to make two reports. 1. TimeSpent Report per Technician per Day 2. TimeSpent Report per RequestID Can anybody help me with this? thanks in advance, Jeroen
Initialize the database
After I am done testing and learning the system how can I initialize the DB before I go live? Thanks, Nick
Assigning Tickets by email address
We will be using the service desk for multiple locations. Each location has a different email address they are using right now. Once we all start using it we will attach those email addresses to the pop account we are using. I need to find a way to assign tickets to different technicions or locations depending on the email address it is sent to. How would I acomplish this? Thanks, nicholas
Next hotfix for V7?
Any idea when the next hotfix for V7 might be coming out? It really bugs me that categories aren't sorted! (and the other items I have been told that are scheduled to be in the next hotfix would be nice as well) If anyone has any workaround for sorting the categories I won't be too impatient. I didn't think it would bother me that much, but it is really annoying.
Drive Info Report
Hello all, We are trying to generate a custom query report in SDP v7 and we can get all the info we want except the drive info (disk space used). We used the following query for drive info: select SystemInfo.WORKSTATIONID, DriveInfo.FREESPACE from DriveInfo, SystemInfo where SystemInfo.WORKSTATIONID=DriveInfo.WORKSTATIONID Can any1 help? Thanks in advance!
Access permissions
We Needed New Access Levels - Close Requests How I Can Do It ?
HR share the SD+ system
We have used the SD+ system for about a month now and the managers are like the system. They ask me one question: some employees also send request to HR, for example, vacation request, of course this will be a different form with helpdesk. Can this HR request submit through SD+? how can we achieve this? Thank you so much for your help.
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