Multiple Sites
Good Day, I have a three part Question. Question1 - Can I run SD in our Head Office and have each national Child Office/Site connect to our head office..? Question2 - Can I isolate workstations/Assets to these Child Offices/Sites so they do not appear in other site lists. Question3 - If I can seperate the sites, can I also isolate our technicians and requestors to those sites, so they cannot view/modify what is not related to their site..? all help is most appreciated. Thank you Warren
new request is created with old request id
when a user sends a new request to ServiceDesk, the software creates 2 emails that sends to the requester: one with a new request ID and another one with the old id which is already used by the old request. Any fix for that, anyone? I'm running version 6008 Thanks
Daily scheduled report fails to send
I have a scheduled report that is supposed to go out at 6 a.m. every day. It is not being sent. I have checked the configuration, but I cannot figure out what is wrong. Would you please take a look at the attached screen shot and tell me if you notice anything? Thanks!
Import Tickets from mdb/csv file
Hi, We were using an MDB database to have all our tickets. I wanted to know if there was any way to import that mdb into our ServiceDesk installation (SQL based). Is there any way of doing it? Thanks..!!!
Setting/Changing the IP address SD+ uses
Hi! How do I set which IP address I want ServiceDesk Plus to use on a server with multiple IP addresses set to the NIC? I run miltiple websites on the server and I want the IIS server to use IP adsress A and ServiceDesk Plus to use IP address B. Best regards! /Dave
Importing user from active directory
Hello , when i try to import user from active directory,it shows failed to import.Pls find the attach for the refrence. Can any one help me regarding this? Regards samir Gore
Custom pick lists have gone missing
After our upgrade to v6 a couple of weeks ago we suddenly noticed that the two custom fields in the requesters section had emptied. We have two fields; "Company name" and "Support contract valid" that had pick lists, the other custom fields were single or multi line and they just suffered from the \\r\\n problem. Company was about = 30 options and Support = 5. Existing requesters still had their company name when you looked at existing requests, but it you edited the requester or when you went to
Daily scheduled report fails to send
I have a scheduled report that is supposed to go out at 6 a.m. every day. It is not being sent. I have checked the configuration, but I cannot figure out what is wrong. Would you please take a look at the attached screen shot and tell me if you notice anything? Thanks!
email technician the notes addition to request
Hello when I update a request with a note, and hit the checkbox to email technician with notes addition, the email doesn't contain very much information. right now it kicks out this in the subject: A note has been added to the request with ID : ##1061## body: example of the note added Is there a place to edit the template to include the ticket request title, date, ticket link etc.? thanks.
SD+ 6008 with MySQL - Failing to import AD users
Hi Any advice on getting SD+ to import AD users as requesters? OS: win2k3 DB: MySQL (as installed) The process shows the OU's available and then scrolls through the 300 user accounts but ALL of them are dropped as FAILED records. Not sure how to fix... The server already has OpManager 6 (6015) installed Thanks
Status Message
Hi everyone, I have currently 2 devices in alarm, and when i try to acess the device in opmanager i get the follow info message: Status Message Unable to find the object : "ip_address" I can not acess it, so i can not delete them, and when i try to re-add it it says: Device already present in system. Any ideas? Regards, Manuel Pereira.
Average resolution time report
Hi team We are (still) using SD+ V5.50 and want to know if there is a way to get an "average resolution time" report? Essentially it would just need to look at created time, completed time, the count of records. I have run a report with those fields, but because of the way us "aussies" view date formats (dd-mm-yyyy) the excel exported data is just not manageable Any ideas would be good. Is this report available in V6? Cheers.
Transfer SD to a new installation, without the old requests
I am currently testing SD+ on Win XP Pro PC. Over the past few months I have setup various templates, requesters, solution etc... I am moving SD+ to a Windows 2003 test server. I want to transfer this data but I do not want to transfer the requests that I have created over the past few month�s i.e. new server starts from request ID 1. Is there a straight forward way of doing this, rather than setting up SD+ from scratch?
Problem Restoring DataBase Backup
Upgraded from v6.0.0.6 to v6.0.0.8 But the SD+ didn't start, installed it, resinstalled with latest version 6.0.0.8 After trying to restore latest v.6.0.0.8 backup it gives me this error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO softwarelist (SOFTWAR EID,SOFTWARENAME,FILEVENDOR,FILEVERSION,PRODUCTNAME,PRODUCTVERSION,COMPANYNAME,S OFTWARETYPEID,CURRENTLYMETERED,DESCRIPTION)
Licence key Install
Hello All, After moving SD+ to a new machine I was unable to reinstall the licence key. The error was "please use the correct licence key" I did use the correct licence key Any Ideas Roger System Administrator
Closed tickets dissapearing?
Has anyone else had tickets disappear after they are closed?
Time Spent Reports do not reflect second technician's
When running reports of time spent, tickets that had time spent entries by more than one technician do not reflect that a second technician spent time on the ticket. We often collaborate or pass off the ticket to a different technician, so the Time Spent reports should show all technicans time spent, not just the Technician showing as currently assigned. Thanks
New closing rules
Does anyone know if we can add new closing rules. We want requests to escalate as follows. Open>Pending/on hold > Resolved > Closed. We want to make it so that only accounting can close a ticket. Any help would be greatly appreciated. Dom
'notes' icon
this is probably more of a development idea, but is there any way to show when multiple notes have been added to a request. When in the requests view, the notes icon changes to yellow when notes have been added. We use the notes a lot as a conversation with a requester. so is there a way of showing on the requests list page when notes were updated, or how many notes have been added. its a bit of a pain to have to go into a detailed look at each request to find this info.
Update on SSH support
There have been many requests and many promises that this was going to be added soon. I am seeing other things getting fixed and even a new ITIL feature in the works.. So where is the SSH support falling into the release schedule
Themes?
Anyway to customize the design to better match company themes? Thanks, Drew
Duplication of Departments
I have recently been trying to decipher a way to get all my requesters in helpdesk into the correct depts. They do not import from AD and when I create a CSV from AD with the correct dept. field and import a user for example.John Doe has a profile currently, I import the csv that came from AD with his correct dept and for some reason it duplicates the dept in the dept's drop down list. Now there are 2 x 'Site 1' in the dept drop down list even though I named them the exact same as the previously
SD+ upgrade confusion
what is the upgrade path? we have SD+ 6 build 6003 and from what I gather the Asset Explorer integration was supposed to be a service pack install/upgrade? Is this available now, from previous posts it was may 2007? what about this ITIL ? is it replacing AE now? I stopped applying patches after they started killing functionality of the product, is there a stable upgrade path?
Creating a Customised View to include Tasks Linked to Reques
We use our Service desk plus (v6.) for our IT Helpdesk Requests as well as our Business Systems Improvement Teams Development Requests from users. This is causing problems with assigning Due dates because the development items that BSI deal with oviously take longer than the assigned due date according to our system set up SLA's. We have agreed to overcome this problem by putting the requests "On Hold" and then linking tasks to that request based on the lifecycle stages of the development project.
How to update the subject according to customer changes
Helllo, due to our need to integrate our helpdesk with other helpdesks we need to provide this feature: 1) One user opens a ticket via web or email 2) The technical guy answers to the ticket via email changing the subject name and adding another content 3) The ticket is updated with the new subject We need this feature because we want to have the possibility to open a ticket on our helpdesk, forward this ticket to another helpdesk that creates a new ticket and send back the modified subject with
migrating from mysql to sql
I am going to be migrating my installtion to another server. I am currently using build 6008. When I install ServiceDesk on the new server, can I just install build 6008 or do I have to install ServiceDesk the same way it was installed on the old server (install version 5, install all the service packs until I get to build 6008)? Thanks!
Yet another hotfix to version 6
Hi, The latest hotfix to version 6 has been released. The latest build version is 6008. The hotfix can be downloaded from http://www.servicedeskplus.com/service-packs.html The Readme @ http://manageengine.adventnet.com/products/service-desk/sp-readme-6.html lists the issue(s) fixed for this hotfix update. Go through the instructions @ http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp to install the hotfix. Get in touch with me for any issues. Rgds Karthik
Novell Edirectory LDAP Authentication?
Would it be possible to authenticate against Novell's LDAP instead of Windows? How much more useful would this program be if we had Active Directory and a Domain?
Report fails when new columns are selected in 6008
I create a new column/field in Request form but when I select this new column on Report generation setup it would cause the report to fail and come back with: "Failure: Report can be generated" or something like that... It would work ok if I don't select the new column. Please help...we need this column to appear on the report.
12 Hour Time and problems with 6008
I upgrade to 6008 to get 12 hour time instead of 24 hour time. My requests now use 12 hour time which is great, but my reports still have 24 hour time. I need to get my reports into 12 hour time. Also once I upgraded to 6008 I no longer have the option to do time spent reports by tech or summary reports by tech. Where did that option go?
Base operating systems in inventory and scanned software
Am I missing something here. If one looks at each workstation/server the workstation TAB shows the base operating system, however if you look at scanned software or the software tab of that workstation this is not shown. This makes it difficult to evaluate the number of devices for each OS. Damian
Proble in Worksations scanning
Hi, we are an AdventNet reseller in Saudi Arabia. I have a customer that has a problem scanning his workstation , all workstations not scanned and I got error related to DECOM . I tried to disable the firewall and disable antivirus but no way . only servers in teh network was scanned properly. please try to help to solve this problem ASAP I attached the log file thank you
Scanning fails SD+
An annoying issue has reared it's head after installing latest updates, or appears that way. Originally we had successful scanned all workstations bar a few Vista machines, so for the reason to update. Now we are getting an error "either access denied for the user or the remote dcom option might be disabled" after scheduled and manual scans. Have tried a number of tests to narrow down the search for failure to not even a hint to the issue ie DCOM options, client firewall local policy's... Typical
How can requsters seen tech. workload?
Is there anyway to put global view and requests by technician ( or total requests )amount, an Requesters webview? So all requester can see total workload of technicians. :?:
Question with workstation / Asset Relationship
Hi, I may just be misunderstanding things, but I couldn't seem to track a thread down. I have roughly 460 pc's that were found throw domain scanning and now showing up in the workstation part of inventory. Which is awesome. My problem now lies in the fact that if I want to break them down into the specific models and get a visual and quick representation of the distribution of each type and all the associated information you get from the assets tab I must create a specific product type of that certain
E-mail tags that define supportrep and other variables
Hi! I was just wondering wether or not it is possible to write some kind of tags in an incoming e-mail that defines what supportrep that is supposed to recieve the e-mail, and other information like what type of request it is, maybe phone-numbers and e-mailadresses and so on so that all the fields in the request fills out automatically based on the text in the e-mail. Example: Mailto: helpdesk@test.com Subject: Testmail to Supportrep 1234 Message: Testing. This e-mail is supposed to go to supportrep
request templates and custom fields
It would be great to be able to define which request template the custom fields appear on either in the custome fields or on the request template editing pages . ie .. define IP address as a field which gets attached to the network printer request form but not on software
Requests missing after upgrade
Hi, I have performed an upgrade of Service Desk today from build 5505 to 6008. I carrried out a phased upgrade and performed full backups between each. The data is intact and no problems encountered, however.... We want to move Service Desk to another server, so I installed the latest version (Build 6008) on to a different box. I then performed another full backup on our current installation and then performed a restoredata on the new server. Most of the data is there apart from the requests! Can
Requests OnHold going Overdue
Hi I am still using Version 5.5.0 Build 5504. Is there anyway to stop requests ONHOLD going overdue. Thanks
Help with a Report
I am a new admin to SDP and would like some help in creating a custom report. I would like a report that will tell me the turnaround time for every job per tech. I would like it to give me the following items for each request. Tech name, Date created, Date executed, date closed. Then I would like it to provide me with the time elapsed between date created and date closed. If possible I would like it to only count work days not holidays and weekends. This will allow me to track our turn around time
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