Requester ROles
Hello, I have seen this mentioned in several threads but I have not seen if there has been anything that arose from it. I want to be able to give a requester, our IT manager, the ability to see all the requests in the system, how many have be closed, overdue, open, etc. Basically I want them to be able to have read only access to any and all tickets in the system plus have the ability to get reports. With the 2 technician license we have this is not possible as we have 2 technicians. My manager is
ITIL Beta and test data
Does anyone know if its possible to use data from a backup of build 6008 MySql in the ITIL Beta Version? It would make a lot of sense to be able to evaluate the Beta with the configuration and data from a backup rather than having to go through the process of recreating it all. If this isnt possible with the Beta version will it be possible with the final release?
Is SDP multitanent?
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is it possible to establish unique queues f�r each customer and each project / topic? Is SDP multitanent? Thanks for your answers! Regards, Bernd
Mail Fetching Protocols
Due to security restrictions in our IT environment, we are unable to use POP or IMAP. Is there any plan to support MAPI in the future?
How delete default reports?
How delete default reports? Reports by all requests Reports by completed requests Reports by overdue requests Reports by pending requests Summary Reports Asset Reports Timespent Reports Inventory Reports Survey Reports Raporty We have configure only personal reports for technicans. Regards Mario
Login for ITIL Enterprise SD Demo
does anyone know what the login details are for the Enterprise demo on the adventnet website?
Requester Supervisor Role
Hi, in my organization we have 4 team leaders. They woud like the ability to view all the request made by they component of each team. we are running : Version : 6.0.0 Build Number : 6003 thank you Simone
Email Alert when Technicain Assigned blocke by Filter
SD + V 5.5.0 Emails received from a monitoring system automatically create jobs on SD. Filter to stop acknowledgement going back to monitoring system (works okay). But Filter also stops alert being sent to Technician when they are assigned to Job. Understood Filter only relates to in coming new requests. Can find no way round this. Andrew
Priority in Requests View?
Is it possible to see the Priority of an issue as a column in the Requests View?
Task Notification
Hi Task notifications are not working, technicians are not getting any emails about tasks assigned to them. Regards Bart
Reports
Hi all, We are being slightly lazy here. only because there are three of us and 200 remote users to support with big issues lol. Are there any generic reports available for service desk??we are running the software as ia and not had the time to configure it to our company. Cheers, Phil
Task Report
How can I run a report for just assigned tasks
Alert to Technician when no Technician has been assigned
SD = V5.5.0 Job in Service Desk has NOT been assigned to a Technician but acknowledgement has been sent to Requester. Requester replies to acknowledgement which is added to the Service Desk entry. In the notification rules �Alert(or Notify) Technician by Email when there is a new reply from the requester� has been selected. Where does the notification email go to as no Technician has been assigned ? Is there anyway to send it to a default email address ? When a Technician has been assigned works
Reply email message template...
Hi All, Just noticed this bit in the Fwd: email requester templete, when forwarding on a request via HelpDesk to a user noticed the bottom line that takes the user back to the logged call..... ;) Requester : Terry Smith Due by time : 03-Jul-2007 11:13 Category : General Description : can you look into this? thanks Click for details : http://**********/WorkOrder.do?woMode=viewWO&woID=158 Is there anyway to incorperate this into a standard email template, so when we reply back to the users, they can
Add second login page for the outside world
Hello, We'd like to start using ServiceDesk Plus. But there's one important feature that I can't find. We want to use the application inside with AD authentication and we want to publish ServiceDesk in our website so our customers can login using local authentication. WITHOUT seeing the local domain for AD auth. We do not want a direct AD authentication possibility from the internet to our internal domain. Is this possible? Regards, Vincent
Problems with fonts in SDP 7.0. in Russian
Hello I`ve found problems with fonts in Russian language. On the first page instead of text i saw ?????? ??????? When i type the name of problem on Russia, after saving i see Ð Ñ Ð¸Ð½Ñ Ð�Ñ Ð½Ð� Ñ Ð�Ð�Ð¾Ñ Ð�Ð�Ñ ! I hope i help you )) PS This product very cool! Evg
Servicedesk Crashes at Start up with Error Code 353
For no apparent reason our ServiceDesk Plus server crashed, its running Windows 2003, MYSQL and the Apache Webserver (supplied with ServiceDesk). Now when we try and restart the server we receive a dialog box over the ServiceDesk splash screen saying that Error Code 353 Invalid License file. Please help! Thanks
SD+6 Old tickets showing html syntax in description
I recently upgraded to SD+ 6 and notice that viewing old ticket prior to upgrade are showing the following message in the description see below example. <p>Please try to remove information from this PC. User has been issued a new PC.</p><p /><p>Please call her at 203-270-2809 with results.</p><p /><p>Thank you</p><p>PC is a GX 280 Tag# 8001013954 ser# 7FK7J71 and has been transferred to us permanently.</p><p>1-9-07: PC was fixed by NESS. We will attempt to remove info from it</p> the description
inventory problem
I have a problem with several accounts, it's impossible to see the content of the inventory although I can see it if i'm connecting with a different administrator account. What is the problem? I just attach a screen capture of the error message. Thanks for your answer
NTLM pass-through authentication
NTLM pass-through authentication it is possible in SD+ ? I find this solution, how we can implement or feature req.? http://jcifs.samba.org/src/docs/ntlmhttpauth.html
Expression Building for Custom Views and Business rule creat
I have been attempting to create Custom Views to look at Requests. I am unable to create a view that shows Unassigned requests with My Requests and My Requests on Hold mostly due to the fact that I cannot use "and" and "or" expressions at the same time. Is there any work being done to increase the power of the expression building for this and to create more customizable business rules? Regards, Robert Tucker Bison Building Materials LTD.
Service Desk Plus Bin file not installing
Hi, Just downloaded SD+6 onto a VPS (Ubuntu)Server, logged in as root typed: ./ManageEngine_ServiceDesk_Plus.bin nothing happens just get root prompt back. tried chmod a+x the file but still same result any ideas anyone?.
LDAP & Novell eDirectory
Hi, Thanks to Kevin from AdventNet for the great webex demo yesterday. I work in the local government sector in Sydney, Australia. We are a Novell/Windows 2003/Citrix/Suse Linux/Oracle site with over 400 users and the same number of Windows XP workstations. 55 servers with 10 technicians, we have a requirement for integration with eDirectory/LDAP and Novell's ZenWorks Asset Management software. GroupWise, I believe will work with SD+. Traditionally local government here in Australia has been quite
Service Desk constantly crashes
I�ve been trying to get support on this issue for weeks and have been having a very frustrating time with unreturned phone calls and bouncing e-mail addresses for Service Desk's support. Our Service Desk instance crashes constantly. I have upgraded to the latest service pack and disabled Active Directory synchronization, but it is still crashing. We�ve had the software for a month and have been unable to use it with the exception of one week. The error message is as follows: The ManageEngine ServiceDesk
Multiple Selections for category, subcategory and item
Well i have this issue, i cannot select multiple subcategories or items, example: I want from a category (AKA Workstation) have the posibility to select multiple subacategory (Location1, Location2, Location3, and so on), so we i select the location there is a technician assigned, or vice bersa to have a location and then the problems, but i want to display in multiple locations the same posible problems example: Location1, Location2, Location3 displays Workstation Problem. Regards
How to deal with duplicate requesters
We have had a great deal of turnover where we work and as such, have duplicate requesters in the system. Is there a good way to merge requesters in the system?
Upgrade to 6008 - service will not start
I needed to migrate our data to a new server, also upgrading to MS SQL. After upgrading to 6008 from 6003 on the inital server (mysql) the manage engine service will not start again, however I could do a full data backup. I have taken this backup of the data and tried to restore this onto my new server using ms sql, but I get the following error: Unable to restore database : Internal Query Processor Error: The query processor ran out of stack space during query optimization. I really need the restore
Problem with default value in Request Addition Field
The default value was not working if the pick list values are the same as other list. Example: 1. Field named "Test1", pick list values (High, Medium, Low) 2. Field named "Test2", pick list values (High, Medium, Low) Default value for Test1 is High and Test2 is Low. This will not work when you create new or edit request. Do you have any idea? Thanks, Chana
import a CSV file into the assets database
What fields does ServiceDesk use to 'match up' asset records when it imports a CSV file into the assets database? Thanks, Carolyn
Asset Management for Solaris, HP-UX and IBM-AIX
For the asset management, the features are getting better. Is there any features to scan UNIX machines such as Solaris, HP-UX and IBM-AIX?
There were 1 failed launches in a row, each lasting less tha
There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. in event viewer for application log tell me where put SD+ log ?
Survey Questions.
1. I know in the survey settings there is not a way to pick a specific closed service request and send them a survey. Is there a way to not send out a survey to all closed tickets and let the helpdesk send them out on a individual basis? 2. Is there anyway when I send a survey out I can include the users description in the summary so the user remembers the service ticket?
Tickets on hold
Hi guys, I have a short question: If a ticket in put onhold, but while on hold the due date passes, the ticket conts as overdue?
Slow Refresh
We have been using Service Desk for over a year, and like the improvments to 6, but the refresh rate on the pages has always been slow, and it is getting to be even more painful. If we restart the service, it is faster for a while, but in general it is really slow. Will moving to SQL help? Anyone else having refresh issues?
Retrieving Approved By & Approved Date
Using the Purchasing function within ServiceDesk. After the PO approver marks the PO as approved it stamps the date and that person's Active Directory name on the purchase order form. That feature is TERRIFIC however, when the PO is closed the status changes to close and the Approved by and Approved Date are no longer visible on the PO form. Is there a way to retrieve this information? We linked it to AD for auditing purposes but it doesn't do us any good if the information is not retrievable. I
ITIL 6.5.0 - When will it be out and is it FREE...?
Hi All, Just been playing with the Online Demo/Demo version of this app, which I assume is the update to ServiceDesk 6.0.0. What I would like to know is when is it available to download/install...? And would this be a FREE upgrade to all users of ServiceDesk 6.0.0, if so, will it be a simple upgrade over the top of what we already have??? As looking at some of the features, and if they work like they look like they will then..... WOW.... I want I want I want!!!! :D Access Points, Printers, PDA....
There were 1 failed launches in a row, each lasting less tha
SD+ Goes hung up and i got this error pls. help me INFO | jvm 1 | 2007/07/04 05:28:53 | # INFO | jvm 1 | 2007/07/04 05:28:53 | # An unexpected error has been detected by HotSpot Virtual Machine: INFO | jvm 1 | 2007/07/04 05:28:53 | # INFO | jvm 1 | 2007/07/04 05:28:53 | # EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x6da17a14, pid=1924, tid=1952 INFO | jvm 1 | 2007/07/04 05:28:53 | # INFO | jvm 1 | 2007/07/04 05:28:53 | # Java VM: Java HotSpot(TM) Server VM (1.5.0-b64 mixed mode) INFO | jvm 1 |
export all assets
Hi all We need to send a stock list to the LEA for insurance purposes is there any way i can export to a csv the complete asset list thanks Paul
ManageEngine ServiceDesk Plus + IIS
Hello. I have a question! I install ManageEngine ServiceDesk Plus on apache and MySql. Its working wery well. But... I need to install this system on IIS and MSSql. After installation ManageEngine ServiceDesk Plus on server, I click on icon on desktop and program start loaded. But at middle of load its ends without any messages. Can you help me? p.s. sorry for my bad english, I from Ukraine :)
issues with installation - connection to mysql
I cant follow very well is mysql installed together with the last version , i wanted to install yesterday when i open the db setup wizard , i enter the info like attached and then i get an error when saving i want to test the software asap Jef
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