Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Problem with SD+ Pro Version 7 Install
Hi all, I have been trying to do a fresh install of the V7 SD+ pro software, but have had trouble getting the ServiceDesk service to start. I have downloaded the V7 file from the website and run through the installation wizard on my Win2003 Server. It all appears to install smoothly, however crashes when trying to start the service after the install is complete. The server runs SQL2000, my preferred choice of DB, as well as the most recent version of Java. I'm getting 2 Error messages in the event
Download version 6
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Sending email failed Reason:530 5.7.0 Must issue a STARTTLS
I tried to set up mail accounts in both the General and Admin areas, but have had no luck sending any emails. When I tried to use pop.mail.yahoo.com or pop.mail.yahoo.com.au I got Sending email failed Reason: socket error. And then tried setting up another account with pop.gmail.com and got Sending email failed Reason:530 5.7.0 Must issue a STARTTLS command first k13sm1668484pyf I am receiving emails OK. I just can't send any! Any ideas what I should try next? Ray Bergmann
Feature Request: Custom Fields For departments
Hi All, We've been using service desk in our IT department for a little over a year and it works great. However there is one thing that is preventing our other departments from coming aboard: Custom Fields. Service desk offers them but once you add them, they appear for everyone regardless of what department. For example in the IT tickets, we have workstation as a Mandatory field. This doesn't apply to other groups like Logistics or Fleet Management. Likewise if Fleet needs a required custom field
Replying to email
Hello SD Plus, It would be usefull if when replying to an email that the history of the email is left in the body of the message. Currently its just a blank email which sometimes the user cannot remember what the conversation was about without having to refer to the older email. Thanks, Chris
Phone Central automatically opening tickets in SD
Hello, Web and e-mail generating tickets are great, but i've made several implementations in several customers and the main problem of adaptation to a tool like servicedeskplus is that users almost always prefer to use the phone to ask for help, making the transition period kind of dificult in medium to large scale implementations. If it was possible for somekind of "plugin" or "addon" to servicedeskplus that allowed it to interact with phonecentrals would be a great feature for most of my companys
HotFix 7001 Released
Hi, The hotfix 7001 for ServiceDesk Plus 7.0 has been released. For your kind note : This hotfix is for customers who are running 7.0 version only. 6.0 customers need to wait for the upgrade pack till next month. You can download this hotfix (7001) from download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_1_0.ppm Issues fixed in this update : * Change Tab not displayed in Non-English OS. * Requester's assets not populated in the New Request form
Moving the installation
I need to move the installation to another drive on the same server. Can I copy the current directory, uninstall and then reinstall the product and finally overwrite the new install with the old data?
Can't Change Problem Status
Hello, Servicedesk is no longer allowing me to change the status on requests. Once requests are changed to On Hold, they will not change back to Open. The web interface simply freezes and does nothing. I've read that others have had this problem with earlier versions. Any thoughts here? Build- 6011
Upgrade from V6 to V7
We own a 20 Tech license for V6. As far as I understand it, this entitles us to an upgrade to a 20 Tech installation of V7 Professional, however with unlimited Nodes. Is this correct? Do I need a new License file for this, and if so how do I request one? Or can I just run the V7 upgrade pack over my V6 installation and all will be good? And also can someone please confirm: If we upgrade to a 20 Tech license of V7 Enterprise, we only pay the difference in cost between V6 and V7 but still retain the
Time spent: 12h = 0h Bug (v6 and v7) ?
I create a time spent entry on a request and I say that the time (say, 1 hour) was spent at 12:23 (means midday + 23 minutes). The time associated with the entry becomes 0:23 (midnight + 23 minutes). I have detected this behaviour on v6 (6006) and v7-entreprise. Is it a bug ? If so, will it be fixed ? Guy
SD+ v7 Standard - service doesn't start after fresh install
On Linux, I exectute the installer. If I choose to evaluate the Pro or Entreprise version, it works correctly. If I choose to evaluate the Standard edition, the install runs fine but I can't start the service. It tells me to refer to log files but doesn't tell which log file. I have read all the log files I could find and there is no error message, just normal statements. Did someone succeed in installing the standard version ?
Use parameters on filters
We need to manage the requests by department and send an email to the person responsible once a month. I know we can do this by creating a custom view in the requests and send a custom report by mail but we need to do this for each department and that is not viable because we manage more than 60 departments. I think that the custom reports and custom views are a good feature but it should let us make it ask parameters at runtime. This way we would only create one custom view to show the pending requests
Syncronising / Caching Service Desk
Good day, we are installing SD7 on a client site and would like to "Backup/Syncronise" their database to our site accross a diginet line. Has anyone done this before or are there guidelines to do this.. all help is appreciated.. Warren
Shared categories in V7!?!?
I�ve ha d a quick look at V7 because the change control features are of interest to us (as a current v6 user) Unfortunately it seems that you are using the same category list in change control as you do the ticketing system. Like most users we use the ticketing section categories in the self service portal to drive business logic and make the user experience simple. The issue with sharing categories with the change control section is users will now see a whole raft of categories that are very technical
How to correct translation on SD+6
We have SD+ with Portuguese language and notice some lacks in the translation. Some things are still in english and other have a incorrect translation. We need to know if it is possible for us to correct this errors, and how. Thanks
Specify Starting RequestID
Is there any way to start the requests from a specific RequestID. We were using a different Helpdesk solution, and have now moved to SD+, we need to keep our RequestID's from the old system as they were used as order numbers with our suppliers. We need to start SD+ from RequestID ##8000##
Domain pass-through mystery solved
Okay, I think I finally figured out the problem with domain pass-through getting disabled. When SD+ first starts up, it launches your web browser to the login screen. The problem is that the browser is launched under the local SYSTEM account, which is generally reserved for system services and background processes. This account has no domain privileges, thus domain pass-through fails. Additionally, it appears that attempting to enable domain pass-through while running under SYSTEM does not work.
Active Directory Import of Requesters
I have schedule an import of Active Directory users for every day and Saved the Schedule. But my concern is, how will SDP know which OUs that I want to import from? When I do this process manually, I can select specific OUs. Will SDP know which OUs that I want to import from or will it import EVERYTHING?
Problems with Customizing Templates in Notification Rules
I am in... Notification Rules > Technician Notifications > Customize templates > E-mail technician on creation of new request (the problem occurs with all templates though) In the Message box I click the 'Insert Web Link' button and type in the URL of a website. After clicking the 'Ok' button, the address (or anything for that matter) is not displayed in the message box. Anybody else had this problem or is there a fix for this problem?
SD+ enumerating deleted workstations from AD
When performing a domain scan, SD+ is somehow finding AD computer objects that have been deleted and trying to scan them. They aren't objects in any OU (if I do a search on my entire domain, they don't show up...), they aren't in WINS or DNS. I'm not sure it's finding them, any why it's trying to scan them. Any ideas? SD+ 6008/MS SQL Christian
Instalation Problem
Hi I installed the trial version of servicedesk plus ver. 6 with mysql database after one week I uninstall it. When i want to install it again i got the error message which display there is already installed servicedesk I uninstalled it again via setup program and clean the registry But still got that error message
Restoring Database to 7001
Currently I am upgrading a new server to 7001, we have build 6008's back ups. During the restore it says the build is not compatible, is there a 600x that is? Thanks, Brad
Administrator's Guide for version 7
Has the administrator's guide been created for version 7 of ServiceDesk yet? Thanks, Carolyn
AD Authentication Without Importing
Is it possible to authenticate against Active Directory without having imported requestors. We are a part of a global AD and do not want to import all accounts, only those in our local region. Thanks for adding the ITIL components by the way. Your Enterprise version can now start to compete with some of the higher-end products out there.
Java VM problem (i think)
Hi I purchased SD+ a few months back through your UK reseller. I have had continuing problems with SD6 which the reseller has not been able to resolve. I have recently upgrade to SD7 and installed it fresh on a new server (hoping that my problems may have been hardware/OS related). However, SD7 has now failed with the same error that I have been receiving since I purchased the product. My log details from wrapper.log are below. Please urgently advise how I resolve this as we are all losing faith
Bug - Asset Update
I have several stand alone computers entered as assets. I can edit the info in all assets/fields except one. I open the asset, click edit resource, update the field then select the UPDATE button. I get a very polite dialog popup which tells me to "Kindly Select an Asset" Any ideas. Maybe I need to re-enter the entire asset and delete the bad one. Cheers Mark
Multiple ips listed for workstations
Hi, after scanning workstations, for some of the workstations it shows multiple ips, quite often it is the same ip that will be listed twice or more times for the one workstation eg. 192.168.1.74 Broadcom NetXtreme Gigabit Ethernet 192.168.1.74 Broadcom NetXtreme Gigabit Ethernet for hp or 192.168.1.25 Broadcom NetXtreme Gigabit Ethernet for hp 0.0.0.0 Microsoft TV/Video Connection 0.0.0.0 Bluetooth PAN Network Adapter How can I get service desk to just show the one ip for the workstation (the actual
Quick Create Request
Is there any way to allow standard requesters to have the Quick Create option? as it only appears to be available to requesters.
Service Desk Adding devices by CSV .
Greetings, We are running Service desk Version : 5.5.0 Build Number : 5507 On Windows Server 2003 SP1, MYSQL Ver 4.1.22-community-nt We are not in the position to upgrade at the moment. I have been handed the task to see if there is a way to add devices by CSV or SQL Insert. Is there a way for this to be done? Thank you, Dennis
SD service won't start
HELP! I just bought SD7 (no upgrade) and when I went to customize it this morning it would not open. I checked the service and it was stopped. I started it only to have it stop about 5-15 seconds later. I cannot get in. Please help! Thanks in advance!
additional fields on engineer transactions
Hi guys is there a way we can modify the trans log (used when the techs are putting in transactions or time spent) working on a matter? At the moment the form is reasonably basic and I can't see how it can be easily changed? Any feedback apprec Cheers
Mutiple incoming emails
Hi there. I have a dilemma. I have a helpdesk team that is divided into 2 and has 2 email inboxes. I have forwarded each onto a third mailbox which is where SD6+ gets its mail from. I have then created a rule in SD6+ for each SMTP address to identify the email incoming and assign it to the appropriate queue. Unfortunately SD6+ gets the address name from the third mailbox primary SMTP only and disregards the original forwarding mailbox. I have gotten around this by ensuring the third mailbox has no
Deleting Backup Files
I just ran a backup and when I attempt to delete the backup file I get a pop-up window that says: "Please select backup file". I have both of the check boxes check (I have tried it with just the one as well) and I continue to get this message. Is this a bug? How else am I supposed to delete backup files?
Changing Prompts
Is there a way to change the prompt on the request screen. In our case we would like to make the Group field mandatory. However, the default prompt says "No, just select Technician" - a field that our users cannot see. We would like for this to read "Select support group.." or something like that. Any assistance would be appreciated.
Log files
Hi guys, The log files located in C:\AdventNet\ME\ServiceDesk\server\default\log take an awfull amount of disk space, aproximately 6GB. Can I delete some of the older log files named "localhost_access_log.xxxx-xx-xx.log" without affecting the performance and stability of the service? Thanks
Reset the request ID
I want to reset the request ID in the ServiceDesk version 5.5. I can to see the database with MySql but, there are many tables, and i find the Wordorder, but I can't to update the number of ID at request. Roney.
Version 7 licensing
How is our current licensing going to handle Version 7? Looks like the licensing schema has changed from what it has been in the past? We are excited about all the new changes that were made but concerned what will actually work when we upgrade. No one from AdventNet has given details about this issue from what I can tell.
Invalid License File
Hi, I have run 6003 for a couple of days. Today it suddenly stopped and when I try to start it it says, Invalid License File. My license is valid until 2008. Whats wrong and how do I fix this? Regards Boru
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