Discovering Printers
Hi, Version 6 of Asset explorer used to find printers when running a Domain or Network scan, I have recently installed version 7 on a new machine but it will only discover workstations. I have also had to add my routers & switches manually but I only have a few of them whereas I have about 40 printers throughout the company. Any ideas as to why this is? Kind Regards Neil
Viewing Resolution
Hi, Is it possible to get RESOLUTION entered by Technician while generating Reports Thanx MG.
Display Deparment on Requests List Page
HI Is it possible to display the deparment name on the Request list page. I know its displayed when viewing a request, but we need to display it when listing all our requests. If its not a option, is thre a HTML work around? Our company really needs this option. Thanks
Difference Between Asset and Product
Hi, What is the difference an Asset and a Product? When I use the Purchase module, it will only let me order an Asset. So, how do I use a Product? Thanks! Brian
6011: Editing Notes Bug
Hi Noticed on a few requests now (6011 and below), when I go to edit an existing note, a blank "white" window appears (no data). Anyone else notice this? :)
Install Service Desk Plus 7 with MSSQL
hi I cannot succeed installing service desk plus 7 with MSSQL. The installaton went fine but no db has been created. Here is the content of the dblog.txt file C:\WINDOWS\system32>set wdir=C:\WINDOWS\system32 C:\WINDOWS\system32>set PRO_HOME=C:\AdventNet\ME\ServiceDesk C:\WINDOWS\system32>set DB=mssql C:\WINDOWS\system32>set DB_HOST=localhost C:\WINDOWS\system32>set DB_PORT=1433 C:\WINDOWS\system32>set DB_NAME=domainName\administrator C:\WINDOWS\system32>set DB_PASSWD=xxxxxxx C:\WINDOWS\system32>if
Problems upgrading from verion 6000 to 6008
I've just gotten SD+ 6.0 to install on my server and it's working fine. However, when I tried to apply the hotfix 6008, I stuck at the screen below for long time without going any further. Could anyone assist?
Hotfix 6010
Hi, The latest hotfix to version 6.0 is now 6010. You can download the latest hotfix from http://www.servicedeskplus.com/service-packs.html Issues fixed in this update : * Server was not getting started after upgrade is fixed Mail us if you face issues with the upgrade. Rgds Karthik ServiceDesk Plus technical support team.
Hotfix 6009
Hi All, Version 6.0 now comes up with another hotfix. The latest build version is 6009. You can download the hotfix from http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix is available in the same URL as above. Here is about more than a couple of dozen issues fixed in this hotfix. * Data restore was failing due to presence of ^@ characters in backup files is fixed. * Duplicate entry error was thrown while restoring data is fixed. * \r\n characters where present in
Version 7.0 Beta Release
Hi All, We are here again with an update.... A beta release of version 7.0 has been done and the same is available for download from http://manageengine.adventnet.com/products/service-desk/download-itil.html Features in this release include : Problem Management Change Management Configuration Database Management Have a look at these at our online demo @ http://itildemo.servicedeskplus.com/ Use "demo" as the username and password to login. Post your feedback and suggestions. Rgds Karthik ServiceDesk
AutoPopulate Workstation field during self request
I can't see if this has been asked before, but is there a way that you can have the workstation name be pulled from the computer variable when someone is putting in a request? IE, if a user goes to the self service portion and starts to enter a request, rather than pulling down all the workstations in the company, it keys off of %computername% or something and auto-populates that into the workstation field? That would be really cool if it is even possible.
workstation contract tracking & budget
Is there currently a feature or trick to track workstation as an asset so that we can track all the contract expiration dates and costs to it as well. Most IT departments purchase desktop/workstations and often times purchase maintenance contracts with each system new. We would like to be able report all workstations going out of maintenance and plan for a refresh. Also if there will be an option track maintenance cost for contracts by a specific time period (for example yearly, quarterly, monthly)?
Software deleted from workstation in Service Desk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Software deleted from Workstation in ServiceDesk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Notification e-mails
Hi, In version 7 Beta when you create incidents and services you can let send notification to the requester. These rules are not adjustable, is it somehow possible in future that we self can do adjustments? Here example what our company is doing; Request of service � Requester creates Service requests � Manager department gets mail to approve this request. � When requests is approved the department who can do this request takes it up. � If Manager not approves the request the requester gets mail
Purchasing additional nodes and explanation of a node
Have just installed the trial version and have run into the 200 node limit but have over 600 assets imported
Deparment as Required field
Hi, How do I configure SDP so that a "Deparment" is a required field when creating a request? Thanks
SMS
Support: Is the way SMS sent in ServiceDesk Plus different from the way SMS is sent by OpManager? I noticed that you don't have in the admin tab a way to configure the SMS server. Does this mean you don't need a GSM Modem? Mon Aguilar
error when configuring mail server: incoming email
Hi folks, I'm setting up a relatively new installation of ServiceDesk+ 6, build 6011 (already had data in the system or I would have went with version 7). Anyhow I'm trying to setup the mail server settings for incoming mail. outgoing mail works fine. Our email server is Exchange 2003, I setup the incoming settings for imap, with an account created just for service desk, and previously initialized via an outlook session (so I know the credentials are valid and the email works outside the system).
Accidentally deleted Robo technician
Hi, I accidentally deleted the Robo Technician account . How do I restore it? Kaare
Merging reports
Hello, I was just wonderign if it possible to merge two reports into one large report?
SDP 7.0 Enterprise - Bug, cosmetic only
Just been in the Asset Groups section, when adding a group some of the titles have white text on a white background, they're there but you can only see them by highlighting them Windows Vista Firefox 2.0.0.2
Bug in all versions of SDP
There is a serious bug in all versions of SDP that put on risk the Solutions Module. For example: If you add a topic of solution in root topic and inserts @#$% you will deface the solutions module. All versions of SDP is affected by this security hole. Thanks for your attention and Regards. Ren�
ServiceDesk crashes everyday at the same time.
Hi, I'm having a strange problem with ServiceDesk, and I've been having it since build 6003. ServiceDesk (once a day) will unexpectedly shutdown and I'm unable to restart it. They only way to bring it back up is to restart the server, which I would like to avoid. I'm currently using build 6008 and I'm hesitate to upgrade, unless it clearly stated on the build description that it will fix unexpected shutdown of ServiceDesk. Listed below, are Windows 2003 Event Log error regarding my issue: Source:
Software Reports off Network Scan
I am trying to Find a report in SD that will show all managed software and the system that it is installed on. I can not find this feature. Am I just missing it or is that not a report that can be run? Thanks
Windows Vista
Will the network scan work for scanning windows vista computers? Or is this av feature that is being worked on as we speak? If it's not working already, when can we expect it to be working?
ROLES
I am happy for an SDGuest to be used for all requesters, but a requester must be able to research and ask for an asset to be bought - i.e. a PO. So when I went to ROLES and looked at SDGUEST I tried to add PURCHASE to this and of course it is set to READ Only, I can understand why it can't be deleted, but we woudl have to ask the Requester to submit a request, then a technician would have to translate the request into a PO. When infact the User raises the PO for approval by the technician. In a society
Tracking conversations
Hi, Is it possible to set SD+ to automatically track email replies from customers to a request into the conversations part of the request within the ticket? - in a similar fashion to the way in which it tracks any emails sent from within the request ticket. Also I do not really want people to be able to raise a request automatically by email, is there a way in which this can be stopped without affecting the other incoming emails? For Information; I have attempted to do this by enabling the mail fetching
vrsion 7 upgrade
I just want to make sure there is a upgrade path for version from 6.x and using mssql?
ServiceDesk Plus Release Announcement - 7.0 release
Dear Users, We are glad to announce ServiceDesk Plus 7.0 release. ServiceDesk Plus is now available in three editions, viz * Standard edition * Professional edition * Enterprise edition. Please find the comparison chart across editions at manageengine.adventnet.com/products/service-desk/sdp-editions.html . SDP 7 can be downloaded from manageengine.adventnet.com/products/service-desk/download.html . We are working on upgrade pack. Existing SDP customers, please bear us with the delay. Once the upgrade
Technician ID's
We have had a turnover of several technicians in the system. We will delete the old one and add the new one. I just noticed after adding the latest technician that he now has closed requests assigned to him even before he was employed by our company. My question to you is what piece of information are you storing in a request's main record to tie it back to the technician record. What ever it is, it appears that you are reusing this id for new technicians as they are created. This is bad for us.
Version 7?
I've been like a coiled spring all week! Seriously though any update would be appreciated as we have purchased service desk 3 weeks ago and I've been holding off installing it until version 7 comes out. Any information would be appreciated.
Importing Requestors from CSV
I already have requestors created in SD Plus and I would like to import additional users from a CSV file. In Step 3 of the Import Wizard, it states that "Existing data will be overwritten and new data will be added." Does this mean that all of my existing users will be overwritten? Or does it simply mean that if I have an existing user with the same login name, that particular user will be overwritten? Is there any way to export existing requestor information so that I can easily compare my potential
Can I get an auto responder for emailed requests?
Currently we have the system configured to automatically assign all incoming email requests to a technician in the system. What I would like to do, but haven't yet found a way to do, is to reply to the sender of the message with a blurb that says your ticket has been assigned to X, your ticket number is XXX so that they can track it on their end?
DB Rebuild/Reindex
I am getting ready to upgrade from Build 5507 to v6. I intend on doing a complete backup prior to the upgrade but wanted to know if there is any way or need to reindex the DB before the upgrade. This has come up because I have noticed when people reply to a ServiceDesk generated email, the replies are not being merged into the original issue even though the original issues's ID is in the subject line of the response. I am not sure how long this has been going on but am concerned about compounding
Adding and Modifying new Categories
I have been modifying and adding in new categories within the Help Desk. By doing so, all the existing calls, open and closed, have all changed to the same cat category. Can anyone please help on this matter? Cheers
Don't show login details again
Hi, I know this must be an easy fix and have already been logged, but I can't find it on the forums. How do I get rid of the login details on the front page. IE7, cache cleared, still will not respond to clicking on the link. Assistance is appreciated. Thank you
Language problems
Hi, I've downloaded and installed ServiceDeskPlus FreeVersion, in order to test it. I can't choose my language, since i see no "Change Language" tab in the "Personalize" pop up window. Is this correct? i mean, if you want to localize your installation you need the trial version? Thanks in advance.
report request
i would like a report that would let me view all computers that do not have a particular peice of software installed.
Help Desk Standard Edition
Hi Good news that the version 7 is going to be released. Would you be releasing the Standard Edition of the Helpdesk system PJS
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