Sick of being ServiceDesk Plus QA?
I feel that our company has been very good about reporting any major issues. However I don't know if I have ever dealt with another company that requires customers to be 99% of there QA and testing. Is there anyone else out there who uses SDP that thinks differently or is everyone else with me that SDP Should hire more QA techs and get at least 50% of the major bugs worked out before releasing a new version. If you are not going to do this please do not force people to upgrade to the most recent
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Ticket ID increment MSSQL
Hi We need to start ticket numbering at 30000 as we are migrating from an old install to a new one. What table in the MSSQL servicedesk DB do I need to edit to increase the counter? Cheers
Solutions Subject Lines are Truncated when searchign
Is there anyway to extend the number of characters when searching for a solution. This has changed since a previous version. Please see the included screen capture to identify what I am talking about.
report, wich tech closes most cases in a month
Hi. im looking for a query on wich technician that closes most cases in a month. can anyone help me?
Requester allowed to view - settings get overwritten from AD
Hi, when I change the settings of "Requester allowed to view" the settings get lost after a Active Direcory sync. This is really not nice as I have to change the settings for 20 people each morning ....... Regards, Florian
Request type report
Hi guys, I want to run some reports involving the request type field. Unfortunately, when creating the report the Request type field is unavailable. Can you guide me please in creating a query report that shows the percentage of incidents, service requests, requests for information. I would also like a second report that shows the percentage of incidents, service requests, requests for information per technician. This reports should display the data from the beginning of the year no matter if the
Today date in a custom filter for requests?
Hello, can you tell me how I can use a 'today' in a custom filter for requests? Thank you.
Business rules
Is it possible to set the Mode using a business rule? We don't see it as an option. Although most of our tickets are via email, we have a custom form that includes "original mode of contact" with some options. I'd like to use a business rule to set the mode based on that phrase in the description. If not with a rule, any suggestions? Could this be added as an enhancement request? Seems like you should be able to set any of the fields using a business rule. Thanks.
Purchasing Process and Asset Scanning
I'm sure this has been asked before but I can't seem to find a resolution. At the moment we use the purchasing module to control our PO system. Once the item has been received it moves from the purchasing module to the assets list and are registered as unassigned. Fine ! We would then assign these assets, (workstations in particular) to specific users. Fine ! The problem we are having is that when we scan the network, the workstation appears again in the asset list, so we have a manual input which
Integration with Opmanager?
we have the latest versions of opmanager and Service Desk. When we go to setup a notification profile in opmanager we can't select any of the info from Service Desk. What gives? it says this can be done, and looks like it's setup to do just this, but the drop downs are blank. Anyone else having a similar issue with the integration?
I NEED TO VIEW SOLUTION
please can you help me, that i want to view solution to the requester
can�t close any request
can�t close any request service desk plus after update to 7505 / 7506
Company Logo Problems
so I imported a .png image at the highest (120px X 40px) and in the organizational detail page it looks great but when i view a PO the image is distorted. when checking the image properties the dimensions are 125x41? i haven't tried importing an image with 125x41 and see if that makes a difference. will try that and post findings
Add assets to an asset resource..?
Within the Assets tab of SDP, I have a Resource called Non-IT Assets. Within this resource are specific categories; one of which is Blackberry Handhelds. Within Blackberry Handhelds, there are currently 21 records of Assets (these were all added by a previous employee a few years back). I've been trying to add some new Blackberry Handhelds to this category. I thought it would be as simple as clicking 'New', then filling out the required information and clicking 'Save'. For some reason though, it
Hotfix 7506 Released
Dear Users, Hotfix 7506 is released. Kindly refer to the below link for more information. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Srikrishnan ServiceDesk Plus.
Choosing 'Site' resets other fields
Hi, Has anyone else experienced the following issue since the latest product upgrade:- A new request is opened and the initial drop downs are selected, including Group & Technician. An option is chosen from the new 'Site' field but the Group & Technician fields are now reset, meaning they have to be selected again. Any ideas? Thanks, Paul.
Move solutions to new installation
Hello. We have been trialling version 7 and have taken the opportunity to redevelop all of the fields, etc... Now we want to move across to the new version but we installed the database locally and now want to move it to our database storage location. How do I move the database to a new location for the build 7503 install and point the app to the new location? How do I just take across the "solutions" from the old install (build 7018) to the new install (build 7503)? Thanks. Brad.
Tab Order
The tab order (using the Tab key to move throughout the forms) used to work well before the upgrade to 7.5. We used to be able to tab from each field to the next field and then from the big text box (when entering a new request) to the Attach Button and then to the Save Button. This has been removed from 7.5 and is SORELY missed!! Would love to see this return! I used to be able to enter tickets very quickly without ever having to take my hands off the keyboard once I got started but now I have to
Mails not fetching
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password
Servers showing as Workstations in IT Assets?
Hi, I've been having an ongoing problem with regards to Servers showing as Workstations in the Assets menu. Specifically, I have a series of servers that I want to show as "Server". I've gone into the Admin > Product menu and changed the classification for each to be a server. I've also changed the name of the product to begin with the word "Server". The items now show in the server category, however they also continue to be shown as a Workstation as well. I've noticed a few other people have had
Problem with fetching a e-mail
Hi! We have problem fetching e-mail sent via outlook. And when I want to test and chande username under e-mail setup in SD+ doesn't want to take username and password. And I know that I have wrote the correct. Please help. BR Amela
Which ports have to be open for scanning other Domains?
Hi Guys, which ports and Services must be running if I want to scan a complete Domain? I have the Domain-Admin Account, WMI and COM/DCOOM Services are running. The only Problem I see is the Firewall running.., do we have to open some specific Ports? Thanks for your help...
Can't delete software items
I can't delete 3 software items I get the following every time. Software 1 error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,236,699,201,322. Software 2 error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,236,699,236,916. Software 3 error: FAILURE :Database exception while deleting software. Please report the problem to the
Brazilizan Time Zone
Adventnet, We migrated to version 7.5 build 7054 in our laboratory machine. And some test at modules of "assets" have some error with the time. And in the option of "customizing" we identified the "Brazilian Time Zone" does not exist. (GMT - 03:00) Brasilia. Without this the time zone, we can not correctly configured in other modules. I await an expected return. Att Claudio.
Lost All Personal Custom Views !!
I worked long hours to make a personal custom views for Daily all closed tickets/ Weekly Closed/ Weekly Intarget / Monthly Overdue etc but then, the settings have been lost. I got the following errors: 1-The calendar displays: NaN-NaN-NaN and not numbers 2-All the custom view filetring options disappears if I want to edit it. 3- Get thousands of tickets for just one week calls ( displays:14800 ticket while i'm looking for a number between 2/02/2009 and 9/02/2009) which is not true!! I am realy having
managed software question
We have a total of 37 licenses for a piece of software we have identified in SDP. The difficulty is that updates are free so we have some clients using version 9.0, some using 9.1, and some using the current build of 9.1.1 SDP see's these as separate instances of software, which they are, but how does one go about allocating licenses properly for this? (see my attached image) As it is we have the 37 licenses allocated to the version 9.1 software, but it would then look like we are under licensed
V 7.022 Products associated to vendors not appearing in POs
hello after upgrading to 7022 from 7017, I went to create a PO and cannot see any of the products associaed with that vendor. i checked the admin tab and these products are still listed as being associated to that vendor. has this issue been addressed in the subsequent hotfixes? thanks.
Error - Update ServiceDesk SP-0_22_1 for SP-3_0_0
Hello, I can not complete the process of updating the version: AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm for AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. The error occurred between 98% and 99% and it automatically unistall this update, before that error ServiceDesk don�t start. My server is: Windows 2003 Server + Sql2005 + ServiceDesk Professional Sds,
Cannot created requests with technicians as the requester
I am hoping someone has run into this issue after applying SP 7505. We are not able to create a request with a technician as a requester. There is no error. If I create a new request and use someone who is a tech as the requester and click add request, the request is not created. I just get brought back to the Request tab. I have tried a re-import of AD which did not help. I tried calling support but had to leave a voice mail Has anyone seen this? Thanks!
Delete/rename Custom fields
Hello there, We are running version 705 and I am needing to delete or rename some of the custom fields that I have created. Can you tell me how I go about this please?
PSEXEC
Does the remote control facility of SD+ use PSEXEC? or some form of it?
Printing Catagories and Sub Catagories
Does anybody know of a way to easily print out the Catagories, Sub-Catagories and Items easily? Thanks J
Updating Solutions Topics headings
How am i able to update the Solutions Topics headings to better show what our Categories & Sub Categories are now? Is this possible and if so how? Cheers Chris
Merge 2 MS SQL databases
Hi, I currently have 2 Service Desks running with MS SQL databases. Is there anyway for me to merge these two SQL databases into 1? Regards,
Error when updating 7017 to 7022
Greetings to my friends from India! When running the update.bat to upgrade 7017 to 7022; i receive the attached error. The installation status is 100% completed, yet the "Finish" and "View Logs" buttons are not available in the Install Wizard applet. The Cmd.exe is reporting a "Severe: Inside SDFinalPostProcessor." message. in searching your site i see another reference to this error for version 5; and the response states that "This is normal and you should not worry". ?? I don't see how an error
after import techs lose Associated Groups
After doing an import technicians lose their Associated Groups
SQL Query
I am writing some web pages to generates reports and graphs. I ran my query on the sql server and came back with 97 opened tickets so far this month. I then go to the help desk and create a custom view to show all tickets for the month of march. The helpdesk returns 48. I checked the workorderd from the first helpdesk ticket (15573) and the last (15674). If I query all requests between these two ids I get 97. If I create a custom view on the helpdesk and show all tickets within that range of id's
Customize the due date
I've read through the admin guide, and I can't any information on how SD+ calculates the due date. I know it's somehow a combination of priority level, applicable SLA, operating hours, holidays, etc., but there's no specific information on how those factors actually affect the due date. We need to be able to have requesters manually set a due date when they submit a help request, and perhaps even have a default due date (like one week from the creation date) if no due date is selected. Editing the
Cannot Change Due Date
It appears that standard users cannot change the due date manually after ther request has been entered. Only administrators seem to be able to edit that field through the Edit Request function. Is this intentional or a bug? It is desirable that the due data can be adjusted after a request has been opened.
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