Reset permissions on Administrator account
I am testing out ServiceDesk and have takedn away admin pirvs from the Administrator account. How do I reset the permissions on the Administrator account, I can't do it from the gui screen.
SLA Clock Time Report
Hi, I want to run a report that will allow me to calculate the average time it takes to resolve a request. I have assigned SLAs to some of the priorities that we use and often when the status changes the clock stops running. Therefore a call may be open for three days but the clock time may only show 5 hours. Is there a report I can produce that will show the clock time for a request, i.e. resolved date/time (not closed date/time) minus open date/time, removing any periods when the clock has been
Winnipeg User Group??
Is anyone from Winnipeg (or surrounding) interested in getting together to discuss specific usages of ServiceDesk Plus? We are getting ready to role it out to our users in the next few weeks and would love to discuss how other organizations are using this software in their environment. If there is enough interest (replies to this post) I will setup something where we can meet. Thanks, DaCoW
Deleting/Removing Requesters
Hi, We are currently import all requesters using the Ad Sync tool. My question is there any automated process for removing requesters when they leave the organisation? In AD they are moved to a disabled users O/U. When using the AD sync, this folder is excluded from the import, however the user remains in Service Desk as there seems to be no means of removing them other than manual deletion Thanks Paul
Report Requesters with no Asset
I was wondering if you could help me with a custom report. I would like to have a report that shows all users (requesters) that do not have an asset assigned to them. Thanks
MYSQL - Dead?
About 10pm last nite my Servicedesk went down. Upon checking the event log this is the error SQL Server Scheduled Job 'Access_Journal_Import' (0xCD8F9BEAEE34FC4CAD902DB13D8DECD2) - Status: Failed - Invoked on: 2007-04-12 10:30:00 - Message: The job failed. The Job was invoked by Schedule 25 (Access_Journal_Import). The last step to run was step 1 (Access_Journal_Import). I have tried restarting the services but to no avail
publishing SD+ externally
Ok, say if I wanted to access my SD+ from outside of my network... just like outlook web access... is there any way of setting up a secure link to the out side so I can walk into any hotspot with my laptop and access my account as an admin or as a user and view as if i were here in the office.... i take it there should be a way using IIS and SSL but has anyone already done this?
Not fetching e-mail
Servicedesk stopped fetching e-mail after changing the servers IP address. How do I resolve this issue?
Want to change original administrators password.
I am using the free edition and when I go to create a new technician it gives this error. Can you tell me where to add a user rather that a technician so I can change the password. FAILURE :Your license does not allow login access to more than 1 technicians Thanks.
Service Desk Plus + HP-UX
Hello, I try to scan a HP-UX server by SSH from the Service Desk assets scan. The SSH is open and works. However, I get a RPC error. Is it possible to scan a HP-UX server at all? How can I get rid of the RPC error? I searched the forum, but all answers are for Windows assets. I don't know where to start. My version: SDP 7.0.0 Build 7011 Thank you
Contains doesn't work against Subject in Custom View
When creating Custom View for Requests, I can indeed get accurate results if I filter the Subject with Criteria IS then for Choose enter the full text of the Subject and the view is then limited to that Request. But I change the Criteria to CONTAINS and accurately specify 1 word of the same Subject in Choose and nothing shows up. Tried many variations to triple check myself. No attachment, for it is easy as pie to replicate this. Build 7015. I've lost count. 3rd or 4th bug/quirk this week after trying
Helpdesk consol?
When working I typically end up width several internet explorers. Does Service desk provide a helpdesk consol?
Problem with business rules
Hi, We create Business Rule: 1. Add criteria... 2. Add action "Change Status to" - select anyone status. This rule don't working! If I add another action - rule works fine. We are using 7.0.0 Build 7020.
Service Desk not starting
The Service Desk will suddenly not start - so I thought I would uninstall Service Pack 10, and reinstall it. The uninstall process is taking over 15 minutes now - and it is still running... Anyone out there try uninstalling SP10? I am confused why the SD won't start.
Change tasks on FSOC?
Is it possible to have the tasks identified in the implementation tab of a change appear on the forward schedule of change? If tasks are being used to group change actions together under a single change (like patching multiple servers), I think it would be helpful to view these tasks on the change calendar.
Username Confusion with Two Domains
I use AD Authentication and have imported all my users from both domains. During the import some users are overwritten with accounts that have the same name from the other domain. Both users are able to logon to the system but the one that is overwritten gets the user profile of the one from the other domain. This has been a bit of a headache trying to manage. Does anyone have any suggestions. I like to use AD as my central piece to manage in combination with the scheduled import. Here in a school
Scanning Monitor Resolution
Hi, How can I scan Monitor's screen resolution? i can see the HDD information etc in the inventory hardware information list, but Monitor - resolution is always blank. and I am wondering how I can make it work to collect resolution information. Thank you-
resolved & closed
Hi, i just want to know, what is the difference between closed and resolved? Is the meaning of closed that the issue is not solved? thanks in advance
one month trial activation
Dear support team, I have installed service desk + about a month ago in order to test it and demonstrate its abilities to our management. however, I got busy and completely forgot that I have installed the software. and now I have one day till the license end. is it possible to get one more month for evaluating the application before buying the license ??
Hotfix 7020 Released
Dear Users, Hotfix (version 7020) has been released. This hotfix can be applied over build 7000 through 7019 build. The hotfix is available at the below link. http://manageengine.adventnet.com/products/service-desk/service-packs.html http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_20_0.ppm Following are the list of issues that got fixed in this 7020 hotfix. 1. SD-11584 - Request notifications sent in Asynchronous mode is reverted to
Scan ESX server
I am trying to scan an ESX server with the network scan. I select ssh, provide the right username and password. I receive the following error message:Connection to RPC server in the workstation failed Looking at the help, it is talking about a Win XP SP2 firewall issue. OS is vmware ESX 3.0.2 question: how can I scan vmware ESX servers?
Preventive Maintenance function request
Hi, I have installed ServiceDesk plus, and I see problems with PM planning. For example, I am planning new task. I select month, day and hour, when ticket creating. In this case, I can't see this ticket for 1 day, 1 week, 1 month ago... And if PM need advanced resources, a can't plan it. I need new option in PM planning screen - create ticket for: and variants: 1 day, 1 week, 1 month, or 1-st day of new month maybe.
Performance tracking of technician
Hi, In our company, we are using ServiceDesk 7.0.0 Build 21. After we changed the status of request to resolved state, an automatic message sent to the requester. As seen in the attachment below, there is only a comment screen. Our manager want a field that describes the quality of service done. How can we achieve this? For example 1 for BAD, 5 is for good quality. Or is there another way to process the comments? Can we customize the message attached below? Thanks in Advance Koray YILMAZ TUBITAK
Support Staff Showing in all Sites
I am working with the 7.5 Beta and I have a question about sites. I have created 10 different sites, in each site we have different Technicians. In the technician list we have associated the techs to there sites only. Toronto Tech 1 Tech 2 Vancouver Tech 1 Tech 2 etc etc Now when we create a new request, we select the requester name, which sets the site for the reqeust to for example "Toronto", but in the technician drop down we still have the option to choose all of our technicians, both the Vancouver
Mailing users......or not
I have a couple of templates set up that automatically close the call as soon as it is logged. However, this does then send 2 mails to the user - 1 to confirm opening a call and 1 to close it. As these templates are usually used to log a call that is resolved whilst the user is on the phone, I would like the option to not send mails in this case. Can anybody advise? Thanks, Davey
How to make Request ID start at 1000 not 1
Hi there, is there a way to get the request ID started at 1000 not at 1? I would not like to raise 1000 tickets and have manually to delete them. Many thanks, Regards, Florian
Multiple CPU Detection bug?
HI everyone, I looked to see if this has been reported or not but I didn't see anything right off hand. We have some HP Proliant 360 G5 servers. Service Desk detects most of the details properly. There is one issue with the CPU type though. I have attached some screen shots as well. It seems the CPU is not detected properly. Under the hardware tab for instance, one server's processor shows "Intel(R) Pentium(R) III Xeon processor". While it is a Xeon line, it's definitely not a P3. On another server
Add Item to Purchase Order from Existing Items
When I go to build a new Purchase Order I select the vendor and then go to select the product expecting it to add to the list after clicking on it. However, nothing gets added to the list. If I were to create a brand new product, I can add it to the list without a problem, however I would also start seeing duplicate products in my list and I'm trying to avoid that. Are other people having the same problem or am I missing something? Thanks for the help.
Email Fetching causing exchange to stop routing mail
Whenever I turn on email fetching it may work once and bring emails in but then I notice no emails are being sent to mailboxes on my exchange server. I restart the routing service and turn off fetching and mail beins to flow again. Any thoughts?
Licence Issue
Hi Dear I actually wanted what node exactly with respect to license. if it said 200 nodes means what. whether components comes under node or it just part of the node. Reply soon
Clock Time Report
Hi, I would like to generate a report that would allow me to see the average time it takes to resolve a call. I have SLA's assigned to a number of my priorities and status codes that 'stop the clock' to avoid unnecessary SLA failure. Using the custom report tool I can produce a report that shows the open and close time but this doesn't reflect the actual time taken to fix, which could be much shorter once the stopped clock time has been removed. Is there a report I can produce that would show the
Reporting - percentage targets hit
I can't see anyway of producing a summary of service performance. I'm looking for some SLA reports that will: 1. Show me the numbers of calls within each priority 2. Provide those achieved (or failed) the target time for each priority. These would be required based on calendar months (or 4 weekly). Thanks Dennis
Asset Scan issues
Okay, we have been using SD+ for 10 months now, and I am keen to start seriously working on the asset scan compnenet, however when I scan I get about 30% success rate, yes there are laptops not connected etc and machines turned off. I am getting a pile of DCOM scan errors as well as Connection to RPC server(firewall issue) which my company will not turn off! Can someone suggest a group policy to turn on DCOM and how to allow a port for scanning of machines without turning off firewall?? How successful
Service Desk 6.0 to slow !
Hi, I have the Service Desk 6.0 runing on a server with Win2003 Server SP 1, the processor is a Intel Pentium 4 3.0GHz and it has 1 GB of RAM. Since a couple of months is going slower when it shows the request views. Is there any procedure to troubleshot this kind of events? My actual DB has about 12500 reques. Thanks in advance ! Apadilla.
SD+ Email Fetching killing Exchange server
Everytime I turn on Email Fetching my Exchange server stops routing mail. Any Ideas?
7.5 Release
Hello. When 7.5 version will be released ? I heard that 7.5 will be released by end of OCT from your customer service center. How long do I wait for that ? Thanks.
Default Selections for Asset Additional Fields
I have configured Asset Additional Fields to have a default value. When I receive an item and go to Edit Resource the defaults are not there. Also, is there are way to set the Asset Additional Fields date/time fields to always have a date of the day it is received? Is there a way to set a default selection for Asset state? Thanks
'Send survey for this request' link
I checked 'enable user survey' from survey settings. I tried to find out 'Tasks' block and 'Send survey for this request' link from closed requests according to manual, but I didn't. Is there someone to guide me about survey?
How to add licenses to microsoft office?
I need to know how to add a license to Mircosoft office? // Tristan.
Survey Report
Anyone know of a way to create a report so it looks exactly like the survey results list under Admin tab? Within the Report tab I cannot recreate this report. Report would contain: Subject, Requester Name, Created Date, Technician, Completed Date, Ratings. This report could then be automated and emailed with the ratings and drill down capability via subject. Joe
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