Exporting system settings?
Hello, I recently downloaded the trial version of ServiceDesk Plus and installed it on my local machine, in order to try it out without using up system resources on our servers. Now we are looking at purchasing the software. I am wondering if it is possible to migrate the configuration on my local machine over to our server once we have it installed, as opposed to having to re-enter all the information on the server. I tried searching these forums, and looked everywhere in the program, and couldn't
Moniotr 3rd Party SLA's
Hi Guys, we have several 3rd parties that we often have to contact to resolve issues, such as our telco when one of our managed WAN connections is down, is there a way, or have any of you worked out a way to keep track of SLA's from 3rd parties. We have our own internal SLA's which we can track through SDP, most of our 3rd parties provide a response and a resolution time and we would like to report on this to ensure at the end of the month they are meeting their agreed SLA's. The majority of 3rds
Test server for upgrades
Hi there, I am fairly new to this product and love what I see so far. I set up my servicedesk 6006 and upgraded to 6008 with no problems. I tested it first on a dummy server I have. I was wondering if your licencing permits test servers? I am enjoying implementing some of the patches you have made and tweaks available for my needs. What I dont want to do is test these on the live server and bring down the service that I chose and could be ridiculed for. I have no technicians on it, just the administrator
6008
Hi, Anyone have trouble with the request custom filters? Only myself (admin) can create and use these, when a tech tries to create and use one we wither get a blank screen or html code as seen in the attachment. Cheers
Plain Text Announcements/Survey
Hi All, We have SD Plus 6 with the latest Servicepack, we are launching the servicedesk to staff tomorrow but have a small issue. All announcements that you select to also send an email are sent in plain text, the survey request sent to staff is also in plain text, all other notifications are in rich text. Another thing with the announcemcnts, when you tave a look at the announcement through the self service protal all formatting is gone and its just one big block of text, which makes it very hard
Sort Priority list
Hi all, Is there a way to sort the priority list, all our SLA's are based on priority, however when using the pick list they are all in the worng order, i'm asuming the order i put them in to SDP, i would like them in order from low to extreme Cheers
want to make 2 form for request
I want to create 2 request forms, can i do this in the program. I work in a place where we have some resevasion form that i want on the web, room, computers and other stuff. my idea is to have 3-4 different forms, so that the users don`t do it wrong. eks new rom request new computer request new stuff request
Server Migration
We had a server crash so we copied the backed up information for service desk onto the new server but it doesn't pick up any of our entries for tasks, as well as our knowledge base. How can we get it to look at the right place for the info?
6007 killed ServiceDesk
Installed 6007 this morning on MSSQL build (6006) which had been running successfully for several days. Within minutes of coming back up under 6007 all connection to SD was lost. Could not even connect from localhost! Uninstall of 6007 is impossible as any attempt to uninstall says the option is not implemented (nor does it appear to have been in any of the patches we have on there). Have reinstalled 6006 on another server (which I was doing anyway) and restored successfully. So everything is hunky
Email collection no longer working after 6007
After we installed 6007, the email collection no longer worked. Also the ability to go into the email admin no longer works and the page times out. has anybody else experienced this? Is there a fix? At this point I am looking at un-installing 6007 and hoping that it does not break anything else.
6008?
anyone using 6008 in an 2003 AD Environment? any issues thus far?
Duplicate departments when importing from AD
We have an issue where departments are being duplicated. I've just been through an cleared most of them down, but when we re-import from AD, some of them come back. I've checked in AD and the departments are all spelt the same, even used ADmodify to ensure they are the same, but it still duplicated them. Any help would be great. Thanks Tim.
different end user interface
Hello, do you know if is possible to have different enduser interfaces? I want that the end user of a department see different informations than an other department. For example: pictures, groups where open tickets, contacts number, ... We are a company dislocated in many parts of the world with different requests. I need that users part of a department or Location see different informations. Otherwise there is an other way to obtain this goal? Let me know please. Thank you for your support. Regards
changing ticket requests to start at #1000
Where can I edit to start the numbering at say 1000 when I go live with this product? thanks in advance.
Update 6007 has broke my SD+
Again I have lost a database of Servicedesk Plus. Do they know in India what they are making???? First updated from 6003 to 6007, don't know what gone wrong but no Servicedesk anymore. I found a SDPrestore.txt which is giving some information that the restore couldnt put back data. I reinstalled 6007, tried to restore, same error. I made a backup before te upgrade, but that file is gone. Does SD+ updater remove it after a upgrade? Now I wanted to restore 6003. Installed 6003, trying to restore backup:
Inventory: Printers
Could I please have an update on when you plan to incorporate the ability to inventory printers on scanned workstations ? T/Y scott
Report generating duplicate jobs
Dear All When I run a report (PENDING JOBS BY TECHNICIAN) the report is duplicating some jobs, thus falsifying the results, I.E job 1138 appears 8 times on my list when it's only a single job. This report is scheduled to run and emails itself to the boss every Monday, it has been working fine until this week but as far as I can tell nothing has changed.
Change the subject automatially with the Summary information
Hi, We need that our Helpdesk system communicate with an our partner Helpdesk system where we don't have any control. The way this two systems work correctly is with the subject. For example we open a ticket with Subject: Test and our partner return the ticket with changed subject: Subject: Test - [0000000X] This new information is maintained in the Summary but we need that the Ticket Subject change with this new one. I hope that is clear. Thank you for your support. Ghasem
Problem with Upgrade
We had a version 5 install running quite happily but thought we'd upgrade to V6. We checked the build number and saw we could upgrade to 6 and then apply the SP to take us to the most recent version. This we have done but now SD+ will not satrt on our server and we're a bit concerned. Can anyone offer advice on what we should look for? When we try accessing the pages via the web there is nothing on the page and it merely looks as though nothing is there.
WMI in ver 7
Hi, I am evaluating the new 7 version in an windows 2003 server environment with no SNMP. So i have changed the templates to gather wmi information for CPU DISKS etc. No connection is done although the account is a domain admin account with full rights. I also checked with Microsoft to see if i have any problems on WMI but the tests are ok. Imagine that i cannot connect to WMI no even on the server were the application is installed. Regards Gabriel
Amending backupdata.bat
Is it possible to amend backupdata.bat so that it points at another drive to save the backups to please? SD is installed on our server's C drive and we would like the backups to go to D drive. It would be even better if we could path it to back up to another server - either instead of or even as well as). Thanks in advance.
testing escalation
We are testing the free version and ar unable to get SLA to notify admin when SLA is reached
Custom report query - Business rules
Hello, I am creating metrics reports, but have a custom report that I wish to generate. I would like to generate a count for the business rules that were triggered by our helpdesk tickets. 1. is there a comprehensive ERD or data dictionary for the database that I can use for reporting? I have found a simple diagram on the query reports tab, but it is too simplified. or 2. Any chance that you could give me the query? Thanks for your help and have a great day. -H
New to ServiceDesk Plus
Hi I am currently reviewing ServiceDesk Plus and have installed the 30 day trial version. I have a few questions about configuring the system. 1. can you change the Category Label Names, i.e change label from Category to Category 1, and Sub-Category to Category 2, and item to Category 3. 2. can I add more details from AD into the request template. I have configured AD and the phone number and department auto-populate when user is selected from list, but I would also like to add email address and
fonts in approval requests
We use a couple of different templates for creating new requests. These look fine within Service Desk, but when we submit for approval, the templates contain different fonts and sizes and looks very messy. Any one else had this issue?
MSSQL Database on New Install - Bug
New install with MSSQL won't work for fetch emails. mail settings and requesters screens are also unavailable after start fetching. New Install with MySQL works fine on those issues. Thanks
Query by URL
Is there a way to get to a filtered view (for instance 'All Closed Requests') from an external app (a Sharepoint site). These views don't seem to be URL addressable.
REMOVAL > Inventory - Purchase - Contracts
Is there a facility to removal the tab "Inventory" "Purchase" and "Contracts"??? :?:
Change calendar Language
Hi all, can i change the name of the months in the calendar to other language?
does moving to SDP6 involve changes to underlying DB?
Hello. We have a written a product for a customer which interrogates the MySQL DB underneath SDP5 and delivers to the customer a suite of very specific management reports. Typically we access the workorder, workorder_fields, workorderstates, sduser & aaauser tables, plus several others. The customer would like to upgrade from 5.5 to 6.0 and we need to know if there is any risk our third party software will stop working. Does the move from 5.5 to 6.0 involve any structural changes to the tables/columns?
Workstations - Date acquired
Is there a way to add regular asset fields to the 'workstation' such as date acquired, vendor, purchase price, depreciation, etc.? Or am I not understanding how to use the Inventory module? I'd like to be able to track the value/age/etc. of the PCs themselves, not just the 'assets' that are associated with them. I've read the manual and done some searching here, but haven't found the answers I'm looking for. Any help would be appreciated. Ken SD+ 6.0.0 on Windows 2003 Server
Reports tab without Admin rights
Hi, just wondering if there is any way I can create a new role in which the user can access the 'reports' tab without having the 'admin' tab as well? Cheers, Scott.
Latest Hotfix to Version 6
Hi, The latest hotfix to version 6.0 has been released. The latest build version is 6007. You can download the hotfix from the location : http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-29_0.ppm Issues fixed in this release : * The Upgrade Patch is now made available for MSSQL version as well. * Server getting crashed during scheduled requester import from Active Directory is fixed * Occasionally emails are not fetched properly has been
Demo - Problems and Changes TABS
Can someone clarify the Problems and Changes Tabs in the DEMO 6.5.0 service desk ? Whats the difference between that and Requests ?
Forwarded Messages
Hi I saw, when we forward a request in SD, the application doesn't save the history of the conversation. I read a post about this, but there is not an answer of a developer indicating the release where this bug is corrected. Can some body tell me if in the release 6 this feature functions ? Thanks in advance... Apadilla
Updating Departments on Closed Tickets from Requester
Hi all, I am attempting to update the requesters of closed tickets to enhance my reporting. We use AD and has already been updated. Is there anyway to adjust this for closed tickets? I have tons of not availables Van
Updating Departments on Closed Tickets from Requester
Hi all, I am attempting to update the requesters of closed tickets to enhance my reporting. We use AD and has already been updated. Is there anyway to adjust this for closed tickets? I have tons of not availables Van
Send a CC copy when making a request!
Dears, Can you please help me, I am trying to add the CC field when making initial reqeust because the users would like inform their superiors that they submitted the request. Is it possible when making a request to send somewone copy of it???? Directly! PLEASE HELP!
6.0.0 (6006): Adding Filters
Hi All Is it possible to add additional filters under software summary (inventory)? By default "All Software", "Excluded", "Managed", "Prohibited" and "Unidentified" are available. Would like to add "Windows Updates" and "GNU GPL" Thanks :)
Running SDP under Linux
Hi Although we have SDP running at work, I would like to use the Linux "free" version at home to become more familiar with the product. SDP is installed under my home directory but how do I start/run the package? Do I need to install any other additional packages? :)
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