Software Register Import to SD+
Can you tell me if there is an easy way to import from my old software register.csv file into service desk so I can then allocate the licences to appropriate users.
Software scanning result
Is there a way that I can perform multiple software searches under ServiceDesk's Inventory>workstation >software>search field ? For an example I like to search for to the installed softwares: I want to search for Windows XP Hotfix - KB873339 and Security Update for Windows XP (KB890046). Right now I am search one software at a time in the field. This would be the ultimate goal but not sure if this can be done, would be possible to search all of our network workstations to see if an security patch
survey
Can the following reply message from the survey request be changed? This is the info that appears to the user requesting the survey be completed. "Kindly follow the below link to take up the survey : " I see how to change this info (Please help us improve our service by completing this short survey) I don't see a way to change the other info. My manager does not like the "canned" message.
rubish characters in mail
My users recieve mail that looks like this: >Förändring på servern gjord. > >Testa igen och tala om hur det går. > As you can see (at least some of you) it's almost complete garbish... I guess it is the notoriously broken UTF support in our mail client, but can I change this somewhere in SD+?
Change the Request ID start number?
Can i change the number that the program starts issuing requests from? I.E. can I start at 0001 instead of 1? Also, is there a way to purge the database of all calls logged once i'm finished testing, so I can "go live" starting from 0001?
Re-importing Users from Active Directory
Just a quick question. When re-importing users from Active Directory, do all existing requestor passwords get overwritten on Service Desk?
Reply template
When using the Reply to a request, I would like for previous e-mails in the conversation to be included. If I format the template to include $Description, it seems to work for the first e-mail exchange, but after that the Reply to user shows <!--[endif]--> insead of the technician's response.
add additional field in Requester HelpRequest
Hi! I would like to add additional field in Requester HelpRequest in form of e-mail. For example when requester want to inform some other that HelpRequest is created. Is it possible? Thanks! BR /Meli
Simple Query Report Is Grouping
Running V 5.5.0 Build 5501 Created a New Query Report with the following SQL SELECT aaauser.First_Name, sduser.status FROM aaauser Left Join sduser On sduser.userID = aaauser.User_ID Order by 1 Why does this return groups? I expected a simple listing of each user name even if the name was stored 10 times. What I get is a BLUE group header for every name with the name in a detail section.
DCOM error when scanning
I tried the fixes in the below link with no luck. The net use commands process fine but I continually receice the error: Failure: Either access denied for the user or remote DCOM option might be disabled in the workstation. http://forums.manageengine.com/viewtopic.php?t= I disabled firewall and antivirus for testing, no difference either.
Printing requests in SDP 5.5.0
Is it possible for a technician to print their requests / request details as a list of requests? Often technicians in our work enviornment are away from their machines and require a printed list of requests. Any information on how to do this would be helpful.
Emailing from a ticket
I would like technicians to be alerted when a reply to a forward has been received. This would be perfect if you require approval from another source/manager for access to a folder or file on the network, thus creating a paper trail.
Apache Server version
I am currently using Version : 5.5.0 Build Number : 5501. I would like to install another standalone java web app on the same server. this standalone app installs apache tomkat 5.5. Does anyone know if this installation will clobber my ServiceDesk install?
Remove multiple products
Hi, I have added a lot of assets into the inventory, but realised I did not import them correctly. I have now removed the assets but the 'products' have remained, I can only seem to remove products 1 at a time, is there a way of removing all the products (I have over 700) at the same time?
Where's the rest of my SLA definition?
Hi all. Today I realized that the SLA list only shows the 25 first lines and it doesn't have a navigation bar to go to the next pages. I have no way to access the SLAs lines that are bellow the 25th line. Through MySLQ I could see that I have 42 SLA defined, and I can't manage them unless I use MySQl, witch is very time consuming. Please help me with this problem, I'm having a hard time on this. Tks a lot, Thaiz
E-mail the Requester Problem
Hi all, I new to this helpdesk system, I have come across a problem that i'm not sure how to fix, I have all my admin setting set-up but for some reason i'm not informed when there is a new ticket request? How do i resolve that? 2nd, When i log in to view tickets and go to reply to them E-mail the Requester i'm issued with an error message Sending notification failed. Why is this? have i done something wrng?
Need help to move Service Desk data to another computer
I need to move Service Desk to another server computer. Is it just a matter of backing up the data, installing Service Desk the other machine and restoring the backup? I will appreciate any help on this.
New Domain Controllers
We upgraded our Domain Controllers over the weekend and since then have not been able to login to SD. We have tried the local accounts on the PCs, AD accounts and the Default SD admin account and still we are unable to gain access to the system. Would it be possible for somebody to give us a call? Many Thanks George
Configuring views
Hi, When you login to SD Plus as an admin you get to see two tabs whith different views, one in which you can see several graphical presentations of the number of requests. Can i configure SDPlus, so a normal user can see these graphics also?
Not able to send the mail
I am not able to send the mail from SD+ because, my antivirus is blocking the exe file. I am not able to exclude the exe file in the antivirus because, the rule enforecing from the EPO server and changes the edited list. Can SD+ will use any one of following exe file to send the mail? agent.exe, amgrsrvc.exe, apache.exe, ebs.exe, eudora.exe, explorer.exe, firefox.exe, firesvc.exe, iexplore.exe, inetinfo.exe, mailscan.exe, MAPISP32.exe, modulewrapper*, mozilla.exe, msexcimc.exe, msimn.exe, mskdetct.exe,
duplicate results in a workstation report
We have just upgraded our service desk to version 5.5.0 and are trying to generate hardware reports. Whenever we run a report certain computers show up several times, some show up just once as they should but others are duplicated with slightly different attributes eg. videocard memory is 56365mb in one instance and 0 in the other. Some are in there 4times, this could be due to two network cards but it would be handy to be able to cut this down too? Thanks in advance, Leigh
duplicate workstations in reports
We have just upgraded our service desk to version 5.5.0 and are trying to generate hardware reports. Whenever we run a report certain computers show up several times, some show up just once as they should but others are duplicated with slightly different attributes eg. videocard memory is 56365mb in one instance and 0 in the other. Some are in there 4times, this could be due to two network cards but not all of the 4's have 2cards?! but it would be handy to be able to cut this down too? Thanks in
Adventnet Using Own Tool for Maintenance Users
When is Adventnet going to use their own tool (ServiceDesk) for use with their maintenance customers? I have requested that you give public access to Adventnet's ServiceDesk system to all maintenance customers so that we could submit, track and correspond with Adventnet all of our outstanding issues just like we do with our own end users. I have yet to see this be put into action. I currently have over 50 requests submitted to Adventnet that I am tracking on our own ServiceDesk system, however it
after install of backup exec remote agent sd+ will not start
service desk version: Version : 5.5.0 Build Number : 5507 Has been running fine but after installing backup exec ver 10 remote agent and rebooting, service desk hangs on startup "application layer" . remote agent runs on port 10000. I ran tcpview from sysinternals and port 333666 was running by mysql. If I set the remote agent service to manual and stop it, then after rebooting server sd+ will startup fine. The funny thing is, now if I start remote agent *after* sd+ has already started up the remote
For Andre ...
Andre call me ,please ! Or my ICQ - 25634874 .Sorry for offtop �. Regards.
A Question abouts Reports
Hi all We want to generate reports group by 2 or more fields....is this possible?? Thanks in Advance
Hardware scanning
I am having an issue with hardware scanning. I am running the software on our network that has 2 domains in it. I have already scanned the systems within the domain that has the Service Desk server in it. But I am getting very spotty results on the domain that is sharing the wire with it. I have a few of the workstations scanned using the Network scan, but I am getting about 75% failure with the error: "Either access denied for the user or the remote DCOM option might be disabled in the workstation."
time errors in query
Trying to use msquery and excel to pull some data from SD+ and getting a strange result for the request created time. All my requests are showing as having been created at just 4 different days/times. The SQL query i'm using is SELECT aaauser_0.USER_ID, aaauser_0.FIRST_NAME, from_unixtime(aaauser_0.CREATEDTIME/1000) AS 'CREATED TIME', from_unixtime(workorderstates_0.ASSIGNEDTIME/1000) AS ' ASSIGNED TIME', workorderstates_0.WORKORDERID, workorderstates_0.CATEGORYID, workorderstates_0.OWNERID, workorderstates_0.STATUSID,
version/build no
What is the current production version/build for SDP ? Is the version available for download current? Is the online demo same as above ?
Database Schemas
Hi support, When is the estimated date for the new release to include the details database schemas? waiting for your prompt reply. thank you. .sabarina
Access right
Hello, Could you please tell me when you plan to really optimize the access right management. For instance, for Purchase order one person need to have full control to be able to receive items. But if this person is having full control it means she can also approve purcahse order. If I want to remove the "approval" right, I've to remove "edit" level. But then the person cannot edit the purchase order, which means no right to mistake or update in case of new products. It might be quite useful to have
Service Desk Update/Updgrade
When do you expect to deliver the next update/upgrade to service desk? We are on 5.5 5507.
SD+: Report on Requestors & Technicians
Is there a way you can set up a report within SD+ to push out requestor and/or technician information with all of their associated tables. This would be very handy to be able to view things such as phone directories, locations, etc. Please let me know how we could go about creating this type of report. Thank you. Regards, Justin
Assign machines based on filter to department
I have used the inventory model and now 500 machines have come up. Now when i want to assign all these machines to particular department how can i do it. In the AD the computers are all in one OU and not in department wise OU. We have names of machine starting with department name like HR-John, HR-Joseph, ME-javed,ME-Shakir etc. Is there an easy way to either extract the data into excel and then import it back.
Where the database for HelpDesk ?
Where the database for HelpDesk ? Because I have problem HelpDesk I need backup for databse for user and Active Directory and Inventor and solution. Help me !
Outlook client issues with ServiceDesk
Hey guys, we're running ServiceDesk Plus version 5.5.0 (build 5506) on our server, and we seem to be hitting a strange issue. We have the email fetching enabled, and everything's set up so that mail sent to the HelpDesk email address automatically opens a new ticket in ServiceDesk. We also have it set up so that any replies to messages sent out through ServiceDesk using the Reply function automatically append the existing ticket. The problem we're having is that if someone replies to one of these
Authentication / Single sign on
Hi, Is it possible to have a single sign on rule so that when a user is logged onto the domain at their workstation they do not have to enter their details again to access the helpdesk. I have noticed the remember me tick box at logon but have also noticed the fact that when this box is ticked the username and password is stored in plain text in a cookie in the teporary internet files folder, that is not good, not good at all. I would like to know if it is possible to disable that tickbox as I do
Password import with csv
I am attempting to import user (requestor) information into ServiceDesk with a csv file. Since you do not yet support smartcard or passthrough authentication, it was suggested by your team to import account account info and assign local user passwords. All information imports from my csv file except for the password field. the passwords I want to import are in the form of "ABC123456." When I import the passwords using the csv file, the user cannot log on because of failed password. If I copy the
Problems to Create a Custom Report
Hello, I need to create a custom report which shows all requests that weren't evaluated last month. I tried to create a advanced filter which won't show any request whose rating were different than 1,2,3,4 or equal to none/""/0... It resulted in a report without any result, but I know that there are too many requests without an evaluation. How can I create this report correctly? Thanks for everything, Mauricio
Login Report
Is there any way to create a report for SD+ that would track how many and when users login? We are looking for a way to report that the users are actually using SD+ even if they are not creating tickets each time they login.
Next Page