Send for Approval on CLOSED requests?
Why is there a "Send for Approval" button visible in the Approvals tab on a closed request? It's closed...
PO Approval Status keeps getting unchecked
I have not pinpointed when this happens but it would appear that when I do the domain import of users to add in any new users the PO approval status box is unchecked for those that should have the approval function. Has anyone run into this? We are on build 7018 currently. I will try pipoint when this happens but if you know of solution let me know!!
Requestor cannot see notes or history
I am trying to configure this system and when logged on as the requestor, they cannot see the notes or history; even though the administrator chooses to let them see. Is this a quick setting change?
Feature request: Restoring customized notification templates
Innevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Unable to Scan Asset
Hi Support (And Dean!!) I am trying to scan my PC (Win XP SP3) from the SD+ Assets tab, i keep getting the following error. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I am able to scan my Domain Controllers (W2K3) fine. I have disabled my firewall with no effect. I have followed the Fault finding steps (as have others) and all appears to be fine with the PC's setup, but i am still unable to scan. Any assistance would be gratefully received.
Bug? Assigned To column in "Show All Tasks" not s
I have the following columns set to display in the "Show All Tasks": Title Assigned To Status Scheduled Start Time Actual Start Time Actual End Time Link I can change the display sort order by clicking on any of these columns except "Assigned To" and "Link". Neither of those colums are clickable.
Feature request: Ability to set Solution TOPICS as published
For each Solution, you can configure this option: Publish this solution in Self-Service Portal also I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network - WAN - LAN - WIFI - VPN - PC - Desktops - Laptops - Other - Servers - Intel - Unix -
REPLY to a request doesn't populate TO field with Requester
Maybe it's just me, but when I click the (REPLY) button(s) within a request, I expect the Requester's name to be automatically populated into the TO field. The "Blue menu bar" reply option is even worded as, "Reply to Requester". The "Reply" button just above the request details also fails to populate the TO field with the Requester information. Does anyone else found they've expected the REPLY options to put the Requester's name in the TO of the email, automatically? (where ever the "reply" is actually
[7.0.0.7018] Request status OverDue is not assigned
After installing 7018 request status OverDue is not assigned
Feature request: Optional, newest Notes on top
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature.
Override asset type
Hello, I'm proposing the ability to override the asset type for hardware. Say, for instance, that a normal workstation computer is being used as a light server it would not be possible to add it to a Servers list without adding all workstations of the same type to that list and vice versa. This could also be solved by a rule that checks for what O/S is run on a system, if OS x is run on system, then place it in container y (server)
Self service portal URL?
The SupportCenter application has a Web Portal Configuration option in the Admin backend, whose HELP includes a sample URL of the self-service portal. The HELP denotes: Web Portal Page can be accessed at http://<server_name>:<port>/sd/SolutionsHome.sd The "Self-Service Portal Settings" under ServiceDesk doesn't state what the URL is. So, what is it? I tried the following: http://<server_name>/sd/SolutionsHome.sd While that produced what appeared to be something of a portal. It's completely broken.
Bug: [7.0.0.7018] - Backup Scheduling
Hi Within "Edit Scheduling" I have tried setting different values under "start backup on" (date and time) but they don't seem to hold (revert back to what they were previously). The "Every" value seems to hold though. Graham
[7.0.0.7018] Report Logo
Hi Is it possible to add an image (say company logo) when creating reports? Graham
Bug: Can only search on UserID if email is defined
I've got several test users setup, names like "john doe", "bob nobody, "frank jones", etc. For each of them, I have the following defined for them (going to use john doe as example) --------- Employee ID : jdoe (built-in field) Additional Requester Details UserID: jdoe Login name: jdoe --------- With these three fields populated with "jdoe", when I attempt to search REQUESTS for Keyword, "jdoe", I get no returns. It isn't until I define an email for this Requester of "jdoe@aol.com", can I actually
How to require approval from a person on a ticket
Hello, We run service desk plus, i cant seem to find how for a particular ticket (category, type , item) that every ticket must be approved by a designated person (technician). Thank you J
Bug: "Show all tasks" columns horizontally scroll
In the "Show all tasks" view, no matter how many (or few) columns you have selected to display, the last column that has the "Search" and "Select" icons scrolls off to the right of the screen. Review attached screenshot. No horizontal scroll bar is displayed in the browser. Even when I only have SELECT BOX and TITLE set to display as optional columns, it still scrolls off the field of view.
Reporting on Work Logs with Crystal Reports
I'm trying to write a report on the work logs using Crystal reports, but I can't seem to find the table they are stored in. Does anyone know which tables are used? Thanks for the help.
User cannot attach .xls files
Only one user has reported this issue. They cannot attach any .xls files. The file size is <1mb. They are able to attach other file types. I am able to attach the .xls files he was not able to.
My View - Request Summary
I have a single request that is being listed in "My Request Summary" as being both, "Request Due Today" AND "Requests Overdue". If it's due today, then it won't be overdue until tomorrow. Likewiess, if it's overdue, then it can't be "due to be completed today". A request cannot be due and overdue at the same time.
Assets - Software Categories
I'm not seeing where one can add more software categories in the Admin backend. See screenshot. I attempted to add a "Product Type", with a type of "Software", but that doesn't appear to be it. How can you add more categories?
Asset Management - Add Network
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Domain user as technition and PO approval using free licence
i like the software but my Supr. will not approve funding to buy enough lic. for all of our techs.. so ive been self manageing it... but im trying to use this to track my POs problem is the default ADMINISTRATOR login does NOT have the ability to approve POs. i would like to make my domain user a technition but cannot since i am only allowed one is there a way to give the admin user PO approve pivs? and is there a way to make the 1 free tech a domain user
I have a matrix report and want it to be a graph report.
Sorry I am not at all adept at SQL and I need a matrix report converted to a graph report, how do I do this? The data is there, but I want it in a Graph format with more than one field. I want the number of tickets lodged per department and the number of tickets completed per department for a defined period of time (previous week). I have a matrix with number completed per department but am having some trouble converting to a graph or adding the extra field (number completed). The query is: SELECT
Bug: Survey Results not correct in reports
I closed a sample request and answer the 3-question survey as follows: Chris Schear's Answers ----------------------------- 1 Your issue was handled promptly... Excellent 2 Your issue was handled professionally... Good 3 Your overall level of satisfaction with this request... Excellent ----------------------------- Logged in as an administrator, the survey results on the backend report: Overall Satisfaction level: 88.89/100 When I run a Survey Overview report, the following is reported: Rating: 8.00
User login addition
I have this option turned on under Self-Service portal settings, but when a new Email is submitted only the new ticket notification is sent back to the user. I have the template checked under notifications so it should go out. Can someone please advise? Not sure if this matters or not, but we also have "Dynamic User Addition" turned ON.
How to require approval from a person on a ticket
Hello, We run service desk plus, i cant seem to find how for a particular ticket (category, type , item) that every ticket must be approved by a designated person (technician). example Submitter A Technician B (working ticket) Technician C (approves or denies what B does for A) Thank you J
Unable to edit 'DueBy Date' within tickets
Hi there, I am unable to edit the 'DueBy Data' field of any tickets, I am currently using Firefox 3.0.1 - and a colleague of mine who is using IE7 is able to. Can you please confirm whether there is a known fix for this or when there is likely to be one for this issue? Also I am receiving the already known issue of being unable to close tickets from the requests queue. Thanks, Scott
Overdue Flag Icon
If you are finding the graphical properties of the overdue_flag.gif icon are lacking and fail to adequately fit in to the rest of the images within the GUI, I invite you to locate the following file: (DRIVE LETTER):\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\images\overdue_icon.gif Rename to "orig.overdue_icon.gif" and replace with the image I have attached to this post.
Approval for requests
Is it possible to setup SS+ so that when a request is entered by default it has a status of Unapproved where then a manager can set it to approved so the technicians can goto work on it. I tried to set the status to default to the Unapproved one, and set it so the client cant see or set it but it always defaults to open or approved for some reason. Is there any way to make this work or a built in method?
Bug: CSS formatting when hovering over "My View"
Using IE or Firefox, hover your mouse over the "My View" tab on the HOME screen. Move it off/on several times. See the formatting shifting? This can also be seen when you over over ANNOUNCEMENTS in Firefox.
Web GUI does not render properly in Firefox 3.0.1
The web GUI does not display correctly when using Firefox 3.0.1. Works fine in IE7. I know previous versions of ServiceDesk worked fine in Firefox. See forum screenshot for example.
Installation of Adventnet Service Desk7.0 on Windows server.
I have two queries 1) if want to install adventnet service desk professional 7.0 for 2000 nodes on windows server , so whether i had to take 2000 license of windows server because i am scanning 2000 nodes. if am installing on linux server so whether i had to takes same 2000 license for linux server.but all machine i.e 2000 nodes are windows desktop. 2) Whether Adventnet service desk comes with bundled database i.e mysql or open sql. 3) What is the latest version of Adventnet ManageEngine Servicedeskplus
Backup Job file size changes
The size of the backup job went from 20 mb to 5 mb from one day to the next. The new backup files cant be used to restore the database. is there anything a fix that you guys have for this. im using 7009 on a 2k3 vm server.
[7.0.0 b7018] - SD+ Doesn't Start
Hi Today I upgraded from SD+ 6.0.0 Build:6014 to SD+ 7.0.0. Upgrade went well and everything seemed to be working as it should. Next, I went to update from 7.0.0 to the latest update (7018) but now I am unable to start SD+. Any ideas how to resolve this? Graham
Cannot Login to SDP
Hi, We are having a few issues with SDP this morning. On the server i can only login as the domain admin account that was used to install SDP. Any other user it will not let me. It just times out. When trying to login from any client, i can get to the login screen with firefox but with ie, as it automatically logs in, i just get a blank white page which just times out eventually. we are running MSSQL 2005. No changes have been made apart from windows updates last night. It was working this morning
Feature Request: Task "owner" to include GROUP opt
Currently, you can only assign tasks to an individual. In the case with larger IT environments, a single ticket may be worked on by multiple individuals. Much like requests, it would be nice to be able to assign tasks to only include the Group. A "New User Joinee", might have 6 total tasks. Examples below. TASK 1. Create Active Directory account (Systems group) 2. Create email settings (Exchange group) 3. Setup computer (PC group) 4. Setup network (Network group) 5. Setup telephone (Voice group)
Feature Request: 'Close' button on Tasks
When you view your tasks from the "View All Tasks" link, you have the following button options: New Task Close Delete When you view tasks from within a Request's "Task" tab, you only have these options: New Task Delete There is "Close" button when viewing tasks inside a request. This is sorely needed.
Overview or quick start guide?
Reading the admin manual leaves many questions. Is there a quick start guide or better yet, a best practices guide available? I have spent much time trying to configure the system the way I need it to work only to realize much later that the feature I am working with may not, or is not, the best way to do something. Currently I am having problems trying to figure out the best way to track calls and make sure they are seen to according to our service objectives. For example, I want a priority 1 call
Spelling error on 7018
You can add various General Ledger Codes which can be associated to any Parchase Order. To add a new GL Code click the New GL Code link on the right hand side corner of the GL Code List table. I believe that its supposed to be Purchase
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