adding more values to the search tool
Is it possible to add 2 values to the search fields in the request list? i tried some stuff but none would work we are trying to find a solution to see open and onhold requests in one view. i tried "open" & "onhold" and a few more. i wonder if this is even possible Felix
No data available to generate report.
Hi there This is the message I get when I try to run any report "No data available to generate report." But if i schedule a report I get data, does any one know what is wrong here
Additional Purchase Order Fields
We are trying to go to an online purchase order system but we can't figure out how to add additional fields to the form. We need to add info such as in-house accounting codes to the POs. Without this, we have to remain with the old paper system. If this is not a feature now, will it be anytime soon?
question about MSSQL on SD+ 6
I would like to install SD+ 6 with a MSSQL database, but I have no error but when I start http://localhost:8080 it said "the page can't be dispqyed". What are the parameters with a local instance of mssql : what is the server name? What's the username, the password? Can you help me please? Can you descibe me each steps to install sd6 with MSSQL? Thanks
Service History for Assets
I am evaluating SD+ for use in a helpdesk/inventory/asset tracking situation. So far I think it is great, but I have a couple of questions... How can you track service requests regarding printers, scanners, and other accessries (which may or may not be assigned to a specific user)? It seems like all of the service request options are centered on "workstations" and not on devices. How is this being handled in your environment? How is it possible to view the service history for the varying devices
Require Resolution to close ticket?
Can you Requre the tech to put in a resolution before you can close a ticket?
testing SD+6. NO DATA!
So i've just installed a test of the new version 6 of SD+. And i log in, and there's no data (requesters, requests, config setting etc) from the old version. If i try to restore the data from an old backup, i select the file using restore.bat, and after 2 or 3 seconds the command window just closes, no error messages or anything! am i doing something wrong?
Here comes a Hotfix!
Download the latest hotfix from : http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-18_0.ppm Instructions to apply this hotfix : 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version No>_0_0_SP-x_0.ppm file that
Drop down menus - Dependencies
We are currently looking to migrate from a product called PVCS Tracker. In that product, we currently have a form in which we have drop menus where the contents of the menu are dependent on what is chosen. For example: We have Application drop down which options include : Oracle Windows Notes Based on which of those you choose, the next drop down called Issue Category would have options based on what is picked in the previous drop down Application. Is doing this possible in this product? Thanks!
Email to non-technicians
Is it possible to send an email to a group when a group request is created - and have the group include Non-Technicians? I have need of utilizing the ServiceDeskPlus to notify technicians of security requests, but the requests must also be processed by non-technicians on the account.
SD+ Network Setup - HELP Please
I am trialing ServiceDesk Plus on our office network but am having troubles getting any pcs to see it over the network. The program will work on the XP machine it is installed on, but I can not get any other PCs to access this via the web. We are running a Novell Network 4.91x at one of our sites which we will be eventually upgrading to a windows/ exchange network, but for the time being this is the last site on novell =- but the site where IT is based. I Initially installed ServiceDesk plus on a
Sites
Are there any plans to build something into the inventory screens that will break the assets and software lists down by sites. We would not want the remote sites to be reported on under the same audits as our main sites and feel that being able to stipulate a separate site would offer this.
Set default request view
Hi, I'm wondering if there's a way to set the default view (filter) in the request list. It currently defaults to "My Open Requests". Thanks. Peter
Query for adding data
I added an additional field called "Division" to the workstation details. I want to input a string value to that field for every workstation in my inventory. The input string needs to be based on the department that the user assigned to the workstation is in. For example: Computer name: LAPTOP1 Assigned owner: Bob Smith Dept. of owner: Executive For each workstation who's owner is in the Executive department, set the value of the "Division" field to "Corporate". I'm not sure if this is possible,
Query Reports
Is there a guide somewhere to assist with the creation of query reports? The documentation doesn't mention. I am assuming that these are SQL queries; however, with all of the available tables, it could be quite time consuming to create a query if you don't have an understanding of the database relationships.
operating environment
We are evaluating your product at this time and are thinking of using it. I see what you min. requirments are for runnig this software, but what are most peolel running this on? What would you recommend? Obvoiusly the faster and more you have the better, but what is common for good performance from this software. processor speed, ram, disk space?
Audit Settings DOES NOT save!
The feature just doesn't work at all! Saving the settings appears to work...you switch to a different link, go back to Audit settings, & they revert back. Anyone else have this problem with Build 5506?
Close incident without resolution
You should not be able to close an incident without entering a resolution. - How do we make this mandatory for our technicians?
Requestor email replies not attaching
I have already worked with Support on this but I also wanted to add this to the forums since support has not been able to resolve this yet after 2 webex sessions and multiple phone calls. When we create a workorder and the technician sends a reply to the requestor asking a question, the requestor receives this email just fine. However when the requestor replies back to the technician, this reply does not get appended to the conversation in the workorder. Our POP and SMTP email settings are setup
ADVENTNET AGENT TESTER FAILURE.
This is the error i get when i run it using the command prompt C:\AgentTester>generateProject.bat C;\AgentTester\snmpprojects\dmd20.pri -loadMIB C:\AgentTester\mibs\DMD20-MIB.MIB -agentHost 127.0.0.1 -agentPort 161 -community public -retries 3 -timeout 500 -writecommunity private Setting the CLASSPATH done. The system cannot find the path specified. Args length 15 Handling argument :: C:\AgentTester\snmpprojects\dmd20.prj Handling argument :: -loadMIB Argument for loadMIB is :; C:\AgentTester\mibs\DMD20-MIB.MIB
Require Resolution to close ticket?
Is there any way to require a Resultion to be entered before a ticket can be closed?
TimeSpent Query Report
Hi all! I need a query reports that gives me the following information: RequestID, Requester, Title, Technician, Created, Completed, TIMESPENT I need the report separated by groups and the custom reports although gives the timespent report, doesn't have the group filter. I use MySQL and Linux. Tks a LOT. Thaiz
Problem with Categories & Sub-Categories on SDP Version
We've been experiencing problems with the Categories on SDP Version 6.0. I thought it was on my end until I tried the same thing on your demo site and I experienced the same problem. On your demo site I added the category "E-Mail", and sub-categories "webmail" and "Outlook". To those sub-categories I added the items "Can't Login" and "Experiencing Errors". When you open a new request, select the categories and the sub-categories, then try to select the Items, the Items are not available. The browser
Database Connection
How do I connect to my SD database through something like XLS or MS SQL - is there a copy of the db schema so that we can write our own queries?
SD+6 email fetching but no request
hello, I am trying SD6 and i configured the email fetching feature. After SD+6 pops messages, i can see the logs of mail server delivering the messages, but no new request appears in SD6 is there something new to configure? Is there some log to send to you? regards, Fred
SDP 5507 backup problem
I have a problem with SD+ 5507 on W2000server. Backup is not created. Trying to create this from command prompt I see: C:\AdventNet\ME\ServiceDesk\bin>backupdata startTime Mon Feb 05 12:59:38 EET 2007 rootdir .. Directory where the backed up information will be placed is : ..\backup 05.02.2007 12:59:38 com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. 05.02.2007 12:59:38 com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=5.5.0},
SD+6 installation
Hello, I have installed SD+6 on a Windows 2003 Server, but if i does not run? ....page not found... what is the way to install SD+6 ? does i need MYSQL or MS SQL? or comes the database withe the installation like in SD+5? does i need a webserver or cames it withe the installtion?. regards
You need a CREATOR view!
When this software was developed, a very important detail was left out. You need a view/filter for agents to monitor requests by the CREATOR!!! When you have multiple technicians/help desk agents, its very important for them to monitor ALL the requests they have created themselves. Right now, technicians/helpdesk agents can view requests that have been assigned to them or ALL requests that have been created regardles of who created them. How does a help desk agent monitor their own requests (created
Question about the Windows domain scan
Is it possible to do the scan without create a folder into c:\Documents and Settings\ with the administrator name?? Thanks for your help... Gilles
Link request to other request
Hi, Currently we are testing SD+. i was wondering if it is possible to link a request to an other request. for example: we have a Exchange server crash. This crash i report inside ServiceDesk. During they day we get several requests related to this server crash. is it possible to link these request to the one reported by us? regards, Jeroen
Sort contract
Dear all, I have hundreds of contract, is there any way to sort the contract in certain order (such as alphabetical ). Also when I search contract, it is not sorted.
Feature request
0) "Authentication: NTLM" method to enter HelpDesk whould be VERY useful. 1) Requiest must "fall" to technicians NOT in state OPEN. State "OPEN" (IMHO) is for state when technician is already working on solution of the problem. When new request arrives to system or technician it must be in state WAITING 2) Ability to assign person to inform when request is CLOSED. Exactly, technicians MUST NOT have button "Close", but button "I want to close". Then responsible person receives notification that technician
Preventive Maintenance
We have set up a schedule for our PM task for once a year - Jan 5th. The system is generating a task every month on the 5th instead of the one day a year. We received it on Dec 5th.. now in Feb 5th..
Allowing requestors to change level after ticket creation
Currently in SD+ version 5, requestors cannot edit a ticket after it is created (specifically, they cannot change the level). Is there a way to configure SD+ 5 to allow requestors to change levels on tickets they created? If not, is this possible in version 6?
service desk upgrade?
Hi Is there a date yet for the next service desk upgrade? It was expected at end of December.... Kind regards
Auto assign a techician
Hi, I need a way to auto assign a technician when a support case meets a certain criteria. E.g. from a certain e-mail address or if the e-mail contains special words.
Knowlege Base Queries
Is there a method that can be used to find out what items users have been searching for in the knowledge base. We believe it can be useful to find out what topics are the most interesting to end users.
Licensing and Yearly Renewal
I would like to understand a couple of things that I am having trouble finding in the forums. 1) If I buy a license for 5 tech's do I need a license for each outside user, i.e. not the techs but the requestors in the office submitting tickets? 2) If you buy an anuall license and choose not to renew the next year is the software disabled? I need to make sure we are not getting cornered into a system by the way the license is implemented. Best Regards, Scott
Is it possible to link Purchace Orders to requests?
Is it possible to link Purchace Orders to requests? It would just make sence if you needed to order a replacement part to resolve a request that they be linked.
SLAs - Time To Respond vs. Time To Resolution
Hello SDP Support, I am currently evaluating your application. I have a question regarding the SLA configuration. We're having a situation here where we have 2 SLAs per Request Priorty: Time to Respond (TTR) & Time to Resolution Plan (TTRP). EG: Priority: Severity #1 // TTR: 15 minutes // TTRP: 2 hours Priority: Severity #2 // TTR: 1 hour // TTRP: 6 hours Priority: Severity #3 // TTR: 4 hours // TTRP: 1 day Let's say we have the following possible Status for a Request: - New - Acknowledged (Responded)
Next Page