Last updade report
I need a report that shows how many days it has been since either the worklog or conversation was updated by one of my technicians in requests which are not resolved or closed. Is that possible?
How long should a 7022 to 7500 update take?
We have tried this update several times over the past few months without any sucess at all. The AdventNet Update Manager has been sitting with the picture of the package, the flying bit of paper, and the PC now for about 1 hour. We assume something has gone wrong (yet again)? How long should it take to update? We previously logged this issue with Support who requested that they do the upgrade for us which would mean our system being down while they did it. Not really something I want to do. I am
Problem when assigning assets to a user
Hi, I have a problem while scanning and assign assets to a user. here are the description: 1. I make individual scan of a machine (m1). 2. I Assign the machine (m1) to the user (u1) 3. I make individual scan of a workstation (m2) 4. The system says me that m2 is assign to u1 5. I replace u1 for u2, in m2 6. m1 is deleted from the system 7. I come back to repeat the operation to workstation m3 8. the system says me that m3 is attributed to u2 9. the situation happens again for all the workstations
Asset filter
I'd like to add filters to the Assets/Workstations page, currently there's just; All Workstations Desktops Laptops I'd like to add; Servers Plus it would be very nice to be able to filter specific sites, so I can see all PC's for a jobsite. Any advice on how to do this?
Problem with Assets tab
When I click on Assets tab, ServiceDesk hangs. What can I do to troubleshoot?
Jun-Villanueva
How to Adjust Request Ticket Number sequence to my old sequence of Data ticket.
Conversation history extraction
Can anyone tell me which table the data for the email history of an incident is kept in? I need to create a report which details the basic call details and it's email history and can't find this data anywhere.
DK Keyboard layout vs. modern at (@)
We use the SDP with Danish users, and Danish keyboard layout. When users write in the requests Body field they cannot write a @, with DK layout (Alt Gr + 2). Instead the text in the line resizes and goes bold. Can you make a fix for this, please asap ?
reset request counter
it's possible to reset the request counter in service desk? thanks
Alert trigger to different e-mail addresses on different severity levels?
img{ *width:700px; max-width:700px; } Hi. It's been a while since I was in here actually working on this thing. Hopefully I haven't already asked this question....sorry if it's a repeat. Is there any way to configure notifications in SDP so that I will get an e-mail message sent to one e-mail address (let's say 123@dddd.com) for lower priority issues, and then get a message sent to a different address (let's say 44556@dddd.com) for higher level priority issues?
Where is IP address information stored in ServiceDeskPlus database?
I have been exploring the ServiceDeskPlus database schema looking for the tables where asset information is stored. The Resources and Component tables seem to be where most of the information that I am going to need to access lives and I continue to explore them. One hopefully simple question... Can anyone point me to places where IP address information is stored in the schema? Thanks in advance for any assistance.
Moving users/assets to a new server.
How to I update old tickets to reflect this new site? Is there a script that can be used to do this?
ServiceDesk Plus MSP Edition
Hello Forum Team of ManageEngine, I tested ServiceDesk Plus MSP Edition, and the ServiceDesk Plus Professional, Both seems to be the same in slight things, where is the greatest difference is that the MSP edition is for IT Supporting Companies to logged incidents from their clients. Can someone please to be so kind to provide some more insight on the MSP version What's the expected date to be out of beta? What editions would there be? Free, Pro, Ent. What would be the difference in features between
java.exe utilizing 100% of CPU
Hi. I'm running ServiceDesk Plus Enterprise version 7.5.0 Build 7508 with MSSQL 2008 as backend. The ServceDesk crash on random occations, and the reason seems to be that the process java.exe is utilizing 100% of the CPU constant. I've read a couple of entries regarding this here in the forum, but these seems to be old 'tweaks' - it dosent solve my issue. Please help me :) The default wrapper.config is this: # Java Additional Parameters wrapper.java.additional.1=-server wrapper.java.additional.2=-Dprogram.name=run.sh
Worst Technical Support EVER!
Let me start by saying this product isn't bad. But the Outsourced (Indian) Technical Support is the worst support I have EVER dealt with. We are looking at using the product for our help desk. Although the software looks pretty good. We have spent weeks trying to get basic questions answered by the india-based support representatives. I have had half a dozen IT staff fail to give myself and my fellow workers, basic answers to simple questions. Some of which included: Can we integrate our own MYSQL
Intergration with Exchange 2003/2007
It would be brilliant if service desk could check mail from and exchange mailbox as opposed to a POP mailbox.
how to integrate SDP with other system in user authentication and single sign on
Dear support: we are currently using SDP 7020, now we would like to integrate SDP with our OA system which is used everyday , so our users does not need to log on SDP separately. btw, we do not use microsoft domain. The OA system stores all of our user info , login name and passwords etc. its database is MSSQL that we can access its user table if needed. so is there any method we can do this? any open APIs ? or any steps currently available? Does SDP7.5 have this ability? if yes, how ? so we
restoredata issue
I am trying to move ServiceDesk plus from one server to another. I keep getting the error below. I have tried multiple backup files and make sure the configs were the same. The only difference is the new server has the install on the D drive and the old server had the install on C:. D:\AdventNet\ME\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Resrict the task?
Hi I want to restrict the task to the technician and requester only. Please advise how can i configure the same.
ServiceDesk needs the In-Reply-To-Feature in mail headers to allocate an reply to the right ticket
Hello, we use a Mailsystem (Kerio Mailserver) which does not use the "In-Reply-To" in its mail headers when you send a reply to a mail. For this reason ServiceDesk creats new tickets when someone replies to a mail a technican send him oder her instead of allocating this reply to the right ticket. I´ve read about that here: http://forums.manageengine.com/#topic/49000003377088 Seems not to be possible to assure Kerio to use the In-Reply-TO in its mail headers. Is it posssible to prompt ServiceDesk
Spam filter
What happens to the email that matches the spam filter? I want to stop some messages being converted to requests but I still need to read them. Regards Gavin
/@@@@@ No MC Name @@@@ : Problem while discovering the workstation.
We have a new batch of Dell Latitude E4200 laptops that we are trying to add to SD+ Asset Inventory. The error "/@@@@@ No MC Name @@@@ : Problem while discovering the workstation." is displayed in the System Log Viewer for each time we run a local scan (using the vbs script on the local machine or try and import the resulting XML manually). If the machine is scanned directly from SD+ then it works - however we MUST use the vbs script as these laptops will be living offsite 100% of the time and the
Local asset scan in Servicedesk plus 7509 fails on snmp enabled server
I have attempted to san several snmp enabled systems and have failed, this includes several switches and linux servers. Interestingly enough the CISCO switch on our network does scan correctly, please tell me your software doesn't care what kind of device it finds?
Workstation scan
Hello, I have version 7.5 I cant scan workstations with XP firewall up. I get de following message"Error : No response received from workstation. Probably the workstation might be switched off or does not exist." What can i do? Regards,
Asset scanning
I cant scan notebook with XP firewall UP. I got de following mesage "Error : No response received from workstation. Probably the workstation might be switched off or does not exist" What can I do? Thanks,
Problem with mail
We are using service desk plus and have had no problem getting our mail. Out of the ble the fetching of mail just stopped. In the admin section where we configure the email everything looks ok, and the mail fetching is running, but it sais that last time it tried to get a mail was thu sep 03 and the time. I have started and stopped the mail fetching but for no use. Anybody who have any good idea why it just stopps and can i force it to fetch mail? Kristin
Unable to link multiple changes to a single request
Hello Support Team, Is it possible to have mutiple changes linked to a single request? Currently, SD+ doesn’t allow me to do this… Your feedback please. Thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point
Unable to edit Custom Reports due to error message
Hello Support Team, Please could you assist us with this problem. Details you can find below: We would appreciate a quick pickup and response from you. Please find my contact details in my signature below. Preferred contact method is telephone. Awaiting your swift response, thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point Shell Asset Management Company B.V. Group#: +31 (0)70 3199 215 Direct#: +31 (0)70 3199 355 The registered office of
reoccurring problem with login window
we are running the 7.5 version of ServiceDesk plus at our office. Occassionally, in the mornings before any of the employees have logged in, all the service desk login pages do not show the network selection dropdown menu, and therefore none of the users can log in. not even the administrator accounts on the local authentication. At this point we need to shut down the serivce desk system from the server and reboot it. after that, it usually works. but its still nuisance to have to deal with. we believe
Rename Site?
If I rename a 'Site' (I currently only have one), will everything associated with the site's old name automatically follow, and still remain associated with the same site with its new name?
Email problems with ssl
I have a problem with the email, When I try to download mail from the mailbox will not let me I look in the log an error and gives me license not solve, please HELP here is my log [12:48:22:721]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: portid : 4| [12:48:22:877]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: protocol : pop3s| [12:48:22:908]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: tlsenabled : false|
Problems with import from Asset Explorer
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
V7.5 - Distributed Asset Scan Agent
Don't seem to be able to track down the download for the agent for scanning machines not on the network. Anyone point me in the right direction please - I asked during the Beta and got answer "The Distributed Asset Scan will be a seperate download as in AssetExplorer. And as of now this feature is not completely implemented and tested. We will let you know once it is through." Not heard anything about it since and now 7.5 is out I sort of thought it would be 'obvious' Andy
7.5 - Asset Explorer Install
I may just be completely missing this, but it says install asset explorer at a site to have remote updates of assets. Where is the install of this? Is there any documentation on how this is integrated into SDP 7.5? Or is this feature not fully enabled yet since it is in beta?
Moving SQL 2005 database to Another Server - ERROR - HELP!
Question - have recently moved Servicedesk Plus to another server - no problems.... tried moving the SQL 2005 database from one server to another (using the SQL copy gui for the database and log files) - database moved across OK. When I run the change Database file and enter the details of the new location the TEST button works fine but when I go to SAVE I get the following error You cannot configure this database server because the database server is compatible to build 7509 and now you are installed
resource state
Is it possible to assign User/Department to "In Store" or custom created resource states? Currently, I can only see a way of assigning user/department to "In Use" state. However, I need to be able to assign them to "In Store" assets as well as custom resource states. Thanks, Justin
Standard Change Type
We do not want any of our changes to be pre-approved. How do we remove the "Standard" change type from the list of selectable change types?
Apply Business Rules on Chanmge
Hi, I'm currently evaluating ServiceDesk Plus for the company I'm working for. Yesterday I tried to automate some work flow with help of business rules. But as the description says they are just applied to new request. I thought I tested that before and was able to create working business rules, that react on changes to a ticket. But I'm not 100% sure anymore. Is it possible? Is there a way to apply business rules to existing tickets, when they change (for example the priority)? Thanks Markus
"Email" field on Requester Login Page
Placing "Email" field when Requester is logging in Requests. ##########Example: Some groups, which is having several Users; but the Managers require only 1 User Login ID. ****Given: Accounts Group = 5 Users (user1, user2, user3, user4, user5) Accounts Login ID = accounts Registered Email ID = accountsmanager@domain.com Requirement/Details: If User1 (user1@domain.com), registers ticket; the Notification Email will be sent to user1@domain.com and not to accountsmanager@domain.com. By placing the "Email"
Embedded images from email not appearing in description
We moved the email address for servicedesk to Exchange 2007. Now, when emails arrive the tickets are created, but any images that were embedded in the message show up as attachents instead of being in the description of the ticket. I confirmed this behavior with Outlook 2003 and Outlook 2007. (Requester name was removed from the image by me) Having these images embed properly is fairly important feature for us - I would be interested if this can be confirmed by anyone, or if I just have something
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