Feeding additional AD fields into requesters
Is there a way to pull additional fields from AD user accounts into a requesters details? In particular I want to pull down company information for each account so I can separate division information from department.
requester details not showing
When we select a requester by typing in the first part of the requesters name and have it populate the name the Contact numbers do not show, but if we go into the requester list and search for them and select them it populates the contact numbers. anyone else run into this. we are runnn 7.012. I have submitted this problem 2X to Adventnet and they have not responded.
How to sort Reports
Hi, i have some reports, that i want to group corresponding to technicians and within one group I want them to be sorted by requesting date. Is this possible without writing SQL-code? Juergen
AdventNet 24/7 Support? SDP Restarting All the time
Here is a quote from your web page (http://manageengine.adventnet.com/support.html) Calling AdventNet Support You can call AdventNet Customer Response Center for logging and resolving any technical problems. This Center is operational 24 hours and staffed by experienced and knowledgeable product specialists. They are accessible at: ++1 925 924 9500 and ++1-888-720-9500 (Monday to Friday) Well, I called this morning 9am Australian Eastern Standard Time. No support there. Just being diverted to someones
Assets Not Appearing When I log A Call
I have done a network scan and I can see all the assets when I go to Assets. But when I create a new call and want to select a asset there is no assets appearing when I raise a preventive Maintenance Task. There are there before I fill in all the criteria, mode, level, urgency and Priority. But once I fill all these details in the assets dissappera and I can not ad them as they do not show. I am trying to raise a proactive task for checking back ups. What am I doing wrong?
network domain asset scan
hi All i just would like to know from where the resource name for the workstation is being picked up when we do a domain scan?? in my scenario, one of the workstations in the domain when scanned shows the resource name different than the actual computer name. The computer is actually connected to a new domain, in the computer properties and in windows active directory, the computer name shown is correct with the same domain name. but in sdp, the workstation name shown is with an old domain name.
Change ID in Request View
Can you Add the Column - Associated Change ID ot Change ID to the Request view? If possible, we would like to be able to view the Change ID associated to a request in the request view.
Problem on upgrading license
hello, i have a problem on upgrading my servicedesk plus license. i get a java exception error: java.io.FileNotFoundException: license (access denied) look at the screenshot please for a detailed error-description. are there any suggestions on solving this problem??? thanks a lot. greets i515
Dropping assets
since the upgrade to 1112 scan a asset and its there then 1hour later its gone this had been going on since the upgrade from 6000 to 7000 version Tim Ward
Delete from Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Group Email Sender not working with Forwarding Ticket
We have configured different email senders for each Group, this works great when we reply to a request but when we Forward a request the email is received from the primary mail account. When the Forward window opens it fills in the correct FROM: address but when the email is recieved the sender is the default sender and not the group sender.
Error Editing Profile
I get this error while trying to edit a specific profile. FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1.202.916.196.328. Help would be apreciated Regards, Nuno
Domain wide WOL
Service Desk polls the PCs on a regular basis so has a good list of all the PCs on the domain and their MAC Addresses. Is there any way to either have Service Desk wake the PCs at a specific time each day or query the Service Desk database for those Macs so something as simple as a BAT file could do it?
Moving ServiceDesk MySQL data to new partition same server
I'm starting to run out of space on the partition where the ServiceDesk application and data is installed. Is there a procedure to move the data only to a new partition? Thank you.
Issues with the CHANGE functionality.
We are now getting to the point where we would like to start using the change tab for managing our change requests. However, thus far I have found the following issues on build 7011 on MSSQL: 1. If there are attachments on the backout plan, rollout plan or even on the description of the change, a user who receives the approval mail from within the approvals tab, can not open said attachments. 2. The status of a new change is automatically set to Approved" when CAB members are added. This is despite
Information in tasks
I could be wrong or missed something, but when I get a reminder for a task, neither the email or the task actually links you back to the original request. The Task ID is there but no request reference. Reminder details are Task Id = 902 Scheduled start date =25-Mar-2008 11:00 Due by date = - Title = VA FH - Chase this one up Created By : John Smith Description = Comments :
Attachments on software assets
I need to be able to atttach PDF files to software license assets. I don't see that capibility currently. Any plans for the future?
Error trying to view a custom request view
We have tried to make a custom request filter view on one of our sub-cats but we get a error message soon below? any ideas? Other filters do work :?
Moving application but leaving database
Hello Helpful posters, I am about to embark on a move of the SD+ application to another server(SD+ usage has surprised a few peolpe and the server it was initialled installed on was already being stretched)the databse is on a different server now, and will be on a different server than new installation of application if that helps? Anyway I want to move the application to another server and need to know what needs to be undertaken prior, the db will stay put though?? And can I move from 7.0.0 Build
Domain Migration and scanning new domain
I need to scan a new domain where all users have been migrated to later this week, and want to know the process? 1) Do I just scan the new domain and all old domain users are over written? Or 2) Do I have to remove all users from requetser list and do a brand new import, and if so, what happens to all requests in system. Hope this is an easy question, and I am guessing that the answer is #1 but thought best toask prior to meltdown :D
Reporting on priority against time to assign to technician
This impossible task is mine to carry out. I am trying to setup a report which shows how long it took to assign requests to a technician, organised by department and then by priority. I'm fairly sure this is going to prove impossible since, while there appears to be a response time (made meaningless by the automated response) I can't see any way to see when the request was actually assigned out. Indeed, finding such a value would also allow for reports on how long it takes for a request to be passed
\\r\\n have "returned"
We saw this type of problem last year and I think that it was Karthik who sent through a way of removing stray \\r\\n characters that were appearing in solutions. We are now seeing it happen in a custom field, and it is happening within the prompt that we put in the field rather than the text entered into this field (see image attached). When we look at the text in the custom field set up it looks fine. The text prompt is: Enter notes below: IP Address: etc etc Becomes: Enter notes below:\\r\\n\\r\\nIP
Feature in SupportCenter Plus, Support team in/out status
There is a feature in SupportCenter plus that should be in the Servicedesk plus software. In the home tab you can click on support team and it shows everyone's status. We could use this for our various technicians to see whether they are in the office or out to lunch or available to accept tickets.
Apply Business Rules to other SD modules
It would be beneficial if the Business Rules section was able to be applied to the Asset, Change and Purchase Management modules in SD+7
can we sent notifications when status is changed
I have created a new status in SD+ names 'test'. i want to send a notification to the requester once the status is changed to 'test' so that the requester can test the application. is it possible?? is there a work around to it?? there is a template for requester notification everytime the request is updated, but i dont' want to use it 'cos as technicians, we add in a lot of comments which the requester has no need to be bothered about. any possibilities???? thanks
Request filter choice
I would like to see a filter added to the requests screen that would show "My pending requests or unassigned".
Change info and type of graph in Global View
I would like to change the type of information or graph type on the "Home" tab when in global view. More accesability or options would be great for us to get an overview of what has been going on for that day or week or month rather than going to do a custom report everytime we want to view it.
moved SDP to new server have problems with requests
for purposes out of my control we had to move the SDP app to a different server with a different hostname. I knew I would have problems with request email that have already been generated but any new service request that is generated still contains the old hostname. so when a user gets a notification in an email the link has the wrong server name in the link. please help me fix. thanks
Allow to see all requests for the department
I tried to search the forums to see if this had be asked previously, but whenever I search, I just get a blank page... After upgrading from V6 to V7, all of the settings we had previously made to allow each user to see their department's request have been unchecked. It was tedious having to go in and check all <500 users before and I don't want to do it again. Is there a global setting to turn this on?
Survey Title includes sitename ???
Hi, When our users click the URL to complete a survey, the screen shown in the attachment is presented. You will note it says "Cincinatti" in the top left hand corner. Why is this? This is one of our regional sites. I'd like this removing. Thanks, Chris
Error trying to run reports
I get the following error when trying to run some reports. FAILURE :Unable to execute report : Error evaluating expression : Source text : "Generated by Bob Smith " + "on : " + com.adventnet.servicedesk.helpdesk.reports.utils.TimeFormat.getStandardDateFormat(new java.util.Date().getTime(),"MM-dd-yyyy HH:mm") Mostly on the "Requests" reports.
Emailed resolution link can't close call
I have managed to somehow break my user self-close request system. When a request status is changed to 'resolved' the requester receives an email with the following content. Your Request [ID:$RequestId] has been resolved. Title : $Title Description : $Description Resolution is : $Resolution Click here to Close Request (this uses close request link from content variables) $RequestAge If not satisfied, reply to this mail to re-open the Request This is all ok so far and you can click on the closerequest
A few Questions about ServiceDesk
I understand that nodes are any hardware device found when doing a scan. Can you get more than 250? If there are certain ones you do not want to be manages by ServiceDesk can you set it so they are not managed? Also with the technicians can you get more than come with the plans, also can you have all of them logged in at the same time? Thanks Eric
Duplicate records on asset page
On Asset page\ Scanned Software on some of pages i found duplicate records for one workstation. I can't delete one of records. How to delete it?
Filter View Bug - View returns no requests on Build 7011+12
When you use the Filter>Showing drop down box and select a custom view that filters on the Sub-Category no requests or Tickets are shown - its totally blank, Requests exist in the system with the matching Sub-Category but they are not filtered with this view. All the Techs are going CRAZY :-)
Error occurred while deleting SLA
When I try to delete an SLA that is no longer needed I get this message: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,206,546,525,044.
Single Install Multiple databases
I need to check the following, I am sure that this is not possible, but do not want to tell my CIO and have it thrown back in my face. It is not possible to have a single install with multiple databases is it?? Thanks in advance
Customize Inbound graphical View
Dear Team, Kindly suggest how to change or customize Inbound graphical View as request inbounded and completed count overlapping on each other
Solution Print Button
I want to be able to print solutions without the SDP frame printing. This feature would be great for users because the current method looks a bit unprofessional. Can you please provide a print option to do this. ( currently only edit,delete or Forward options available) Actually The forward link is a workaround to this ( I forward the solution to myself as an email then print the email!!) Its not an elegant solution though! and certainly not suitable for end users Phil.W
Cannot reactivate inactive item/sub-category
I have inadvertently deactivated a sub-category and one of it's items. Even editing the sub-cat or item to reactivate it does not work. If I try the sub-cat and click on save, it just goes back to being grayed out and inactive. If I try the item and click on save, it gives me an error that the Parent Sub-Category Cannot Be Empty. Any idea on how to reactivate these records? It also will not let me delete them to start over.
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