Evaluation License
I am running the eVal of Service desk. If I purchase the license following the expiration of the trial will it be re-activated. Damian
Creating a new Requst
I was creating a new request in the request form. When I hit the Save/Submit Requst button I received the following error message: "Please input a value number for the field under Additional Request Details" I am working off of a eMac/Netscape v.7.2. My sofware is loaded on a Windows 2000 Dell. Any suggestions as to why I cant input data?
How AD Authentication Works ( SDP Build Version 4106 )
Hi, ServiceDesk Plus has introduced a new feature wherein the authentication of the requesters & technicians will take place at the Active Directory (AD) Level. In order to enabled this feature in SD+, use Admin -> Active Directory -> Select a Domain -> Enter the Server on which AD resides -> Active Directory Authentication. This is how the feature works if you have chose to authenticate with AD. 1. You should create a user in AD with "admin" as the username. Specify a password for this user. Use
AD Userid - Case Sensitive
OK, I realize this is a minor issue, but it would be great if the userid for Active Directory authentication was not case sensitive. End-users really have trouble with this one.............please let me know if this is on the road-map to fix or not. Rather than importing the userIDs into the app - just performing LDAP auth would seem to fix this problem.......thanks.
There may be a configuration problem: please check the log
This error message is coming up in Event Viewer after a "There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." event message. Any ideas on where to look?
Looping Emails
Just replied to an job request and added helpdesk email address into the CC Field. THis caused an email loop to occur as I also had enabled the option top email the requester on receipt of a new job. and because we cannot reply to a current job with out creating a new job request the loop continued. I have had to turn off the return request option to stop the loop Can the being able to reply to requests by the requester without creating a new job be fixed ASAP. Thanks Andrew Loughnan :twisted:
Installation Problem Under Linux (Centos)
Hi everyone: I payed for a webhosting under Linux Centos, but I only have access to my space through ssh and http, therefore I cannot see the java screen. (I see through console the message saying "Initializing InstallShield", and Starting Java Virtual Machine, but that only leads to a prompt, and the Installation stops. There's another way to install the program? thanks in advance,,, Isaac
Linux Uninstall
Hi, I have installed AdvenNet Servicedesk on my Linux White Box Red Had Machine. I would like to uninstall it, how do I go about it? Please advise. Rgds Joe
Can query the data in the database via 3rd party software?
I would like to be able to do queries on just the software inventory. Most of the software is not set up as an asset. Can I use a sql utility to get to the data and export say to excel :idea:
No plans for java or .net right ?
I _LOVE_ your software, and what i love most is its speed of performance. I am on the cusp of buying but want to know that you are not planning on going to Java or .NET any time soon, both these technologies complicate, and slow down the interface a lot and I would hate to see such a good product killed ..
Asset Scan
When scanning our Windows AD network keep getting duplicate workstations returned, these then show the same IP, Serial Number, etc attached to the same domain? This does not happen on all stations, approx 5% are showing these duplicates? Thanks for any help
ServiceDesk Plus - Latest Release Announcement
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of the latest version of ServiceDesk Plus 4.1 - Build 4106. It is available for download at: http://www.servicedeskplus.com/download.html The Service Pack 7 which will migrate you from the older builds has temporarily been withdrawn as a few users reported problems when applying it. We are working on this & SP7 will be available soon. Thanks for your feedback & continued patronage. Regards, Aravind
Your software
Hello, I run a service and support company for Law Firms. My business has not been growing as I would have like, mainly because i have not marketed myself. I want to start heading in that direction, I have been observing my work habits and what makes me a good technician at work vs running my own business. Beside work habits that have to be changed and organizational skills that have to be honed, one thing I noticed is I tend to follow up with customers (the end users at work in this case) more often
Request due date
Is there any way for user to set the due date for the request.
Problem Importing Requestors from CSV file
Hi When I try to import a list of users from a CSV file on Service Desk 4.1 the following error appears after selecting the fields to import when we click on the "import now" button: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Array index out of range: 13 org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Cannot view ServiceDesk
Running RHE 3. Installed ServiceDesk via console on same server running Opmanager. Installation went fine. Started ServiceDesk just fine and it says to goto http://localhost:8080. Well of course i replaced localhost with the IP address of server and I get page cannot be found. Any help would greatly be appreciated.
Request ID's
We are currently reviewing Managed Engine Service Desk. So far we have liked what we have seen. I do have a question about the Request ID's. We would like to able to track how many calls we do in a year. Is there a way to reset Request ID at the end of the year or put a identifier for the year in front of the ID number?
AD Import .. passwords ?
Did the AD Import it found all my users/email etc .. but no user can "login" always says password invalid ?
Email Set up
Having Issues setting up notify. I created a new email account called Helpdesk@theChilli.co.uk and set up accordingly. The info required to do this seem clear and simple and I'm sure it's correct. However when I send an email to the tech for example it fails? The only thing i can think of is that this email provider require securety on smtp. I normally have to put auth.smtp.1and1.co.uk to get my local email to work and then check the secure box. Would this cause a problem with SD + set up? thanks
Time tracking
Can you track the time for each request so that a report can be created for billing purposes?
Error while installing ServiceDesk Service
Hi, Can anyone solve my issue? I had downloaded the trial version and intended to use it in my organisation. After I had downloaded, I did a installation and before installation completed, I got this error. Can anyone help me up in resolving this issue so that I can try on the trial version. thank you. REX
Error while installing ServiceDesk Service
Hi, I had this problem when I install this trial version on the desktop(Windows XP Pro). I'm not sure if I can install on this O/S, coz I'm doing this for testing. If I can't, can u please advice on the right hardware & O/S? Thank you.
PO Numbering Request for Future Version
I understand that the PO system must start at 1 for this version, but we use our initials, the date and time for PO numbers and would like to have Service Desk automatically generate these for us; i.e. xxx08232005130547 Will we be able to specify the format for the PO in future releases?
competition to this program
hi everyone: I really find this program the best around for helpdesk related stuff, but i don't know much about the competition though. what programs (it doesn't matter how good or bad they are) apart of servicedesk plus are available? thanks
small new request link
I feel the button/link on the requesters homepage is way to small. there should be something a little easier for the user to use. (and see) we have people not useing the product, because they didn't see the new request link (;-)
IT Consultant - right software?
I am an IT consultant and I have to admit that this software is the closest I've come to finding a suitable solution...without spending thousands! However, is there a way to setup users for different companies that will have separate support contracts? In the user setup, it appears that the software is designed for a singe location. Is there anyone that is using the software somewhat in this capacity? Any thoughts or suggestions?
I get an error when I attempt to install Service Pack 7
I get an error when I attempt to install Service Pack 7 Update manager seems to run correctly but at the end displays: error Uninstalling and then error Uninstallation completed Current running: Version : 4.1.0 Build Number : 4105
Roles and Requester
Hi. We do not want the requesters to view the solutions area. I have created a role that does this but cannot assign it to the requester. Is this possible? if so how? many thanks Simon
Back date and timestamp a ticket
Is it possible to change the date and time a ticket is opened? I have several instances a day where I have an issue, but I am not able to immediately open a new request.
Email Notifications
Is there any way of changing the notification emails, so that a user can receive a HTML email? at the moment I can only see a way on how to change the info, not the format.
requestor email template
Hi, I am using 4106. Under email template, I can select "Resolution" in the template. However, when I wanted to email the requestor, "Resolution" is not there. Rgds Nthoo
import from AD
After importing users from AD (thanks to SP7), with wich user can I log on to have the admin rights ? Because after importing, when I try to log with admin/admin, the system told me "username or password is incorrect" ! What can I do ? I use ServiceDesk Plus with Service Pack 7! Thanks a lot for your answer. Valentine
Grouping the technicians by their superior
I am not sure if this has been questioned before. In my department, I have several groups of technicians and each group has its own Supervisor/Superior. What I need is that respective Supervisor would be able to administer its own group only and shall not be allowed to view other groups requests. Is this in your plan? Thank you
Rename or remove existing fields
Is there a way to rename or remove the default fields such as in the request form and contract form? For example, "Department" rename to "Company" "Vendor" rename to "Supplier" Remove "Available assets" in a contract form
Modify Service Desk for Facilities Operations?
We really like Service Desk plus, so I showed it to our Facilities Operations people, the guys that run the building systems. They are looking at a $20k package that basically does what Service Desk does except for one thing. Service Desk does not manage Preventative Maintenance on Assets. It would be nice, even for IT, if Service Desk had a Preventative Maintenance feature. Say you have an asset, a high end scanner that needs cleaning every 3 months. It would be great if I could create a recurring
Couple of suggestions?
Hi, we have just purchased SDP for our firm and we are very pleased with it. There are a couple of suggestions and questions that I have. Firstly, would it be possible when scanning a Domain or Workstation for it to detect the current logged on user? Most of our Users use the same Workstation everyday so this would make assigning each user to their workstation far easier for me. Also when scanning some of our Workstations fail the scan for some reason. Would this have anything to do with the DCOM
Backups....
Ok, I have just tried using the backup facility within service desk and it has created a file, but its only 281kb. This does not seem right considering the amount of data we have put into service desk. The folder that service desk is contained in is over 300mb! We are looking at adding it to our tape drive backup facilities but understand the server needs to be stopped first. Is it possible to do this with a batch file and a command line switch so that the box that comes up "this will shutdown service
Operating System not included in scanned software
I would like to be able to use the License Tracking feature on Operating Systems, however, the scanned software module doesn't pickup the OS. I could enter the OS type manually as an asset, but then I will loose the License Tracking feature. Does anyone have any resolutions for this problem? Ryan
Startup failed ?
Hi, we've got a problem since a few days with ServiceDesk : service fails after startup (please have a look on wrapper.log in attachment). Any idea ? (servicedesk and opmanager running on the same PC : P4 512 RAM Wy2k EN) Thanks for your answer
Problem with emailing the requester when a request is closed
Our company is evaluating your help desk software and has run into a snag. When a new ticket is opened the requester receives an email; hence the "Acknowledge Requester by email when a request is received" option is marked. However when one our technicians closes the ticket a confirmation email is NOT sent to the requester notifying them the ticket has been resolved and close. We verified our mail server settings are correct and the option to "Email Requester when a request is closed" is marked.
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