Not being helped at all!
I posted up a thread and it never got approved, all it was about concerned Stopping the timer and im getting 2 techs who are over seas in IL and can NOT stop the timer. It does not matter of the OS or Browser as they tested it all. ALSO! i am getting a monthly report of SLA, etc and time resolved sometimes comes up as 00:00:00:00 !?!?!?! WHY!? please i need these issues resolved quickly and I havnt gotten many responses back from Advennet
Question about sending out email notification from server
Hi, At our company we are using SD+. It's working great except that when a ticket is created or closed the web browser hangs as the SD+ software generates the emails to be sent. Currently it's set to notify the requestor and tech when a new request comes in and then when a request is closed the requestor is sent a notification along with a satisfaction survey. Now the question is the server running the actual SD+ app the bottleneck here? It's running on an older server that really doesn't have much
ServiceDesk 6.0
Can you tell me how soon 6.0 is going to be released? I see alot of posting about 6.0, but nothing about a release date.
TIme period problem
HI we try to change any time at any place in SD by pop-up calendar and after changing year to 2008 and above or 2006 we have error ( see at file ) THX
Customize Reports
I have added an additional field in the requester form called sub category. When I run a report I cannot get anything to show up in that field. I can select the sub category field in the report customizer, but again, nothing appears. Am I missing something?
ServiceDesk https
Good day, I managed creating a SSL certificate in order the browser reachs ServiceDesk server under https, but after loggin in, it changes again to http protocol. Does anyone know how to fix it heading to maintain the secure connection after the initial page? Thanks in advance. Kind regards, Edward
New functionality
Is it possible to add more roles for guest users, or add the option for different guest users (different templates). For example we have Management that wants access to the Contract portion of the Helpdesk, but we don't want regular users access to that.
E-mail a technician automatic when a certain
Hi, I wonder if ServiceDesk may e-mail a choosed technician when a certain specified criteria is met. E g from a special customer (e-mail address) or when it contains special words.
Duplicate Request
Hello, We use in our company OpManager software the same functions very well! We need a software of HelpDesk and are testing the ServiceDesk Plus. Software seems good very but we are with a problem, when opening a new request, this request this being duplicate. Exists some form to fix this problem? Tks ps: sorry my english :oops:
need help scanning domain
Hey there, i'm fairly new to ManageEngine. -My objective is to automatically scan most of my hardware inventory on our network. I went into Admin section under Windows Domain Scan and added my domain controller. When i try to Scan it says "Enumerating orginaizational units" and jumps right into a scan. The scan only takes less than a minute and finishes with zero results. Anyone know where i would go from here... ?
AssetExplorer Testing Question
I'd like to test out the functionality of AssetExplorer before ServiceDesk is upgraded to include it. Is it possible to install AssetExplorer on the same server as ServiceDesk or should it be installed on a separate system? If it can be installed on the same system, are there any configurations I need to make to ServiceDesk before installing AssetExplorer...or vice versa?
SECURITY - Sending domain usernames and passwords via http
My network administrator wants me to remove Service Desk because he says sending the users domain username and password over http is completely insecure. Especially when sending that of admin group when setting up domain scans. Is there a way to enable https? Or must I not use the "domain passwords" feature, but then we would have to setup and administer hundreds of user passwords manually. Any suggestions?
Sending e-mail enterprise wide
Tried searching the forum for this but the search feature is not too friendly. Can you send a system wide e-mail from within ServiceDesk? Announcements are grand and all, but if my requesters are not constantly logging in they will not see it. Perhaps this is a feature request. Make it so there is an option to select X users for the announcement in question in addition to an option to e-mail them with the announcement info directly. Thanks
Sending e-mail enterprise wide
Tried searching the forum for this but the search feature is not too friendly. Can you send a system wide e-mail from within ServiceDesk? Announcements are grand and all, but if my requesters are not constantly logging in they will not see it. Perhaps this is a feature request. Make it so there is an option to select X users for the announcement in question in addition to an option to e-mail them with the announcement info directly. Thanks
Requesters viewing other requests
Is there anyway to allow a requester to view the status of an open request made by another requester? We are running SD 5.5
Accessing ManageEngine from any machine?
Is it, or should it be possible to access the manageEngine from a computer other than the server it was installed on without using remote desktop, etc... Our company is new to this software, and we are having problems bringing up the program unless we are directly on the server, or we remote connect directly to the server ManageEngine is installed on.
Adding software to SD to install into workstations
Does anybody know if you can add software to SD+ so you can install it into workstations. i already know you can install software that SD+ picks up during a workstation scan. :?:
Scanned software on Windows Server 2003 x64
Generally very impressed and happy with the product / our purchase. One flaw that I can find (using the latest 5003 build): we actually rely fairly heavily on the scanned software list to coordinate licensing. We are using the x64 version of Windows Server 2003 on a number of terminal servers. While all x64 based software (by default installed in "C:\Program Files\") is scanned fine, it seems that 32-bit software installed on the system does not appear in the scanned software list (by default installed
Restore from previous build 5001 to 5507
I am unable to restore my database(build 5001) to the current version (Service Desk 5507). I hope you'll solve my this problem .. I dont want to go back to old build number Thank you for your time. Regards nadeem
Remote Desktop feature
Hi Support! Is there any possibility to integrate some sort of Remote Desktop in HelpDesk Plus? For example I would like to start VNC session from HelpDesk Plus to a client without any interference from requester. Hope you know what I mean BR Meli
Operational hours
Hello, I was wondering if the operational hours can be made flexible. We would want to have a spilt shift time. What i mean is we have a break for two hours for lunch, so if i count it the operational hours it ends up in 10 hours per day. Also, since the weekend is half a working day we have another 3 hours there. Would be good if this can be done. Regards, Roshan
E-mail Request Creation
Is there a way to set variables for a request in an e-mail to the service desk account? I have a user defined field as well as the technician field and due date that I would like to have set by the end-user (requester) in an e-mail. The mail subject becomes the title and the body becomes the request - but can individual fields be set as well? Thanks, Bill
AssetExplorer 4 Released Now !!!
Hi, AssetExplorer 4 just got released. What is AssetExplorer? AssetExplorer is an IT and Non-IT asset Management Software. It helps you track and manage IT assets such as Workstations, Printers, Routers, Switches and Access Points. You can also track and manage non-it assets such as furniture and desk phone. AssetExplorer offers comprehensive Software License Management and helps you manage Purchase Orders and Asset Contracts. AssetExplorer Feature List - Automatic discovery of IT assets Workstations,
Switching off the help screen for logon details
When you first setup SDP it has a small help screen at the login page giving details on how to login to the system as administrator and guest. How do you switch this off.
Notify technicians when unassigned request has reply
As above, is it possible to have SD notify the technicians who are members of a group that a request belongs to (but not assigned to a specific tech) and the requester replies to emails on that request. I am finding that I am replying to a requester to get more info for the call, but not picking up the call as another tech may end up working on it. It would be nice if there was an option to notify to technicians who are members of the group the call is in when a reply is sent to it. Thanks.
Threading has stopped working..
Ankit: We are using Version : 5.0.0, Build Number : 5000 for some time now. Until now threading worked very well (when ##ticket## was in the subject). Since a week or so, threading works intermittently. Inspite of including the ticket number in the subject line, a new ticket is created. Any ideas what could be happening? Also, if you let me know what does SD+ look for in the subject line or e-mail headers etc in the e-mail when it does a POP3 retrieval i get some basic debugging done. The only event
Migrate SD Linux -> Windows
Hello, I would like to know if it is possible to migrate my SD+ from a Linux to a Windows System. Linux: Red Hat Build 5507 Windows: 2003 server Build 5507 Thanks for help
Technician License difficulties
Hello, We are currently running service desk version 5.5.0 (build: 5503), upgraded during last year from version 4. We began with a 5 technician license and after good feedback we ordered a further 2 technician licenses. The extra 2 tech license was installed after the update to version 5.5.0 i went in yesterday to do some additional modification to the technicians but i cannot create any new techie's and if i remove techie rights from a user i cannot give them back (i get an error: only licensed
ServiceDesk Server won't start after install
Hi, I've just installed the 30 day trial on our server. However, the ServiceDesk Server will not start. It gets half way through the 'starting server' applet, then it just disappears and the systray icon disappears. The error in event log is 'There may be a configuration problem - please check the logs'. We do have a MySQL server installed already on this server, although I have stopped it to see if that was the problem. SD+ still doesn't start. I've uploaded the logs to www.south-craven.n-yorks.sch.uk/logs/boot.log
Wildcart in report
Hi, I failed to find if I can create a report and set the field values to a 'wildcart' I would like to create a report selecting a timeframe so from and to should be able to be selected on runtime and in our case a assigned to (also choosable when you run the report) That way when you run the report it would ask you somehow for start / end / assigned Is this possible? Thxs! Frans
mysql query
Hello, we are in the final stage of testing. Can we get table list with description of each table. That is only for main tables like workorder, table were requesters are stored, assets and other main tables. So we can make custom queries from SD+or from mysql gui. thnx
Barcode scanner/writer/ for asset & inventory Config Ite
Hello i posted a message last week which seem to have been deleted,i was asking for help or advise on what Barcode scanner/writer or reader to by which would be compatable our the Adventnet ManageEngine helpdesk tool,and how others use it,because we have to manually do a Inventory next month we would like to have some recommandations on what we could get that does the job, 2. We would like to know if we can change the field in Admin -tech-"cost per hour " to cost every 5 min on the phone with a user.we
Contracts
Once you've created a contract you do seem to be able to go back and edit it and add an attachment. I would have thought this should be possible Regards David
Category reorganization
Hi I need to reorganize category list, what will happened with old request (i mean their categories) if I delete old list and create new one ?? Regards Bart
Technicians don't see request of the group
Hi; I have two user in one group of technicians. "general" is assigned to one of them but the other one doesn't see those requests and the same in the other way if a request is assigned to the other technician. What's wrong?
Edit Product Type
How do you edit the product type in the inventory. I dont want to have to import via csv again to change one thing.
Inventory Assets on import default to 'Is Leased' NO
1. Inventory All my assets in the system at the moment are leased. When I view from the Inventory tab, the default for 'Is Leased' is NO, and the 'lease expiry date' not populated. Is it possible that when assets are allocated to contracts under the contracts area, that it should populate this view in the inventory -- since the contracts area is really where the leasing / date information is stored.
Viewing Contracts - not in alphabetical order
Contracts. When viewing contracts, I would expect that the order would be in ascending by Contract name. My contracts are called Lease 77, Lease 78, Lease 80, Lease 82, Lease 79 but they are not all sorted in Alphabetical order (as from the example above).
Domain Scan
Hi all, I'm currently running a trial version of SD+ to evaluate as a replacement for TrackIt. One issue i'm having is on performing a Domain Scan of our workstations, when running although it is finding the computers fine, the IT Service Desk starts getting calls relating to PCs unable to connect to network drives. Has anyone else experienced these problems with a scan? thanks Sean
Active Directory Import failed
Hi, I just installed the Free version of ServiceDesk Plus 5.0 build 5010. When I tried import user from AD, it's 100% failure. Is that because I am using a Free version?
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