Spell checked words are sent in red iand underlined
SDP 7010 on MSSQL Words tagged by the spell checker are being sent formatted in the email. For example: if you don't act upon a tagged word it gets sent in red and underlined. Thanks, Luis
Retrieve a deleted call
A call has been deleted fromServiceDesk Plus, is there a way to retrieve it?
SDP automatically creates users, when spam comes.
Hello, When spam messages come to SDP incoming mailbox system automatocally generates new requester. How to prohibit SDP automatical user creation?
Images in solutions
What are the "rules" regarding embedding images in solutions? From time to time I see an article or an email that would be useful to add to solutions. I select all, copy and paste into a new solution, no images. Send the same information in an email to SD+, creating a request, select all, copy and then create a resolution that is also a solution, paste and it works fine. Also I am finding that more and more I need to format a solution externally to SD+ i.e. in WordPad, as the formatting inside SD+
More Info on Self-Support page
Hi all, we use ServiceDesk in our company and have a rather bad intranet-homepage. My idea now was to use the ServiceDesk as homepage for our new intranet. However we have to place more info on the startpage. Is there any possibiliy to add links or other text to the ServiceDesk-homepage for the users? greets Juergen
Resolution and Close procedure
In our current helpdesk software, our closing procedure is as follows: 1. When technician has resolved the ticket, he goes in and places the ticket as resolved. An email is generated to the technician and the IT manager. 2. When the IT manager has time he goes in and looks at the resolution and then he closes the ticket. An email is generated to requester, technician, and IT manager. I do not see a way to do this with sdp. What am I missing? The most important part is a way to segregate resolved
the change and problem link on the request screen
when i click on the problem and change link on the request screen, it does not take me to the approprate screen. infact when i click nothing happens at all, sometimes in the status bar it shows something like javascript:void(0). no error msges, nothing at all. i am experiencing it after i upgraded the build to 7011. any solutions to it???? thanks guys!
Error on editing reports with Russian language
SD+ 7011, language Russian When we edit any report on subpage "Filter" IE say error at URL: http://srv00dc2:8080/CustomReportHandler.do String 471 (look attached code and this string, really error) When I switch language to English - all OK.
New SDP licensing
I first started using SDP back at v5. I used the free version for a while to test it. It worked well and was decently priced. I am a small business so the pricing was right. Even though I didn't need to at the beginning, I purchased the product. I then utilised the product further and further. Last year I paid $495 for a two user license. My license expires in about 35 days. I have been told to renew the license I have to pay $1,195. This is an insulting increase in price. SDP is great but I still
Active Directory Updates to and from Service Desk
We would like to have the ability to edit requestor information form the help desk and have it update active directory as well. We would also like to be able to search ad changes more then once a day.
ServiceDesk VS Remedy - Opinions?
My company currently uses Remedy for call tracking and asset management. Unfortunately, we don't have the staff to manage this beast, and the performance is garbage. On top of that, entering a ticket or an asset takes an eternity. I'm looking at ServiceDesk because it appears to offer everything we need, has a great interface and doesn't require any special training to make changes. Has anyone made the switch from Remedy to ServiceDesk? Even if you haven't, I'd be interested to hear opinions on how
Replies to requestor replies and new request notifications
When replying to new ticket notifications a new ticket is created as well as when replying to a requestors reply from email a new ticket is created. Can this be fixed?
tasks in change request shows null values
any idea of this one.. when a change request is created, and a task is created, an email goes to the technician regarding this task, but most of the fields shows null values, and the task doesnot specifically state for which change request this task is assigned to.
Issue w/ "Problems" list
We have a particular "Problem" incident that has 77 requests attached to it yet only the first 25 or so are displayed and there is no option for "next page" We are running SDP 7009 Windows 2003 server.
Service Desk Plus cannot be opened on vista with IE7
I have a service desk Installation and i can access the web interface from XP but not from vista. I am getting a blank page. Please help
HTML Forms in Request Templates
I created some HTML forms for our user request templates for new hires. In IE 6/7, the user needs to double click the form field to enter information. This is for input fields, drop down boxes and checkboxes. In Firefox, drop down boxes work fine but input fields and checkboxes do not. Any ideas? Does ServiceDesk support HTML forms in request templates? If not, can it be something that can be added?
department name and job title
Where exactly does it pull the department name and job title information from when you do an active directory import? I have a pretty messy AD setup that we are trying to clean up, and it leaves us with several different groups of strange names that we would like to find a way to merge and further control.
Install Service pack 7011 on build 7010 - failed help
My environment is Ubuntu 7.10 I am attempting to to upgrade from 7010 to 7011. From these upgrade instructions: (http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp) Instructions to apply the Service Pack / Hotfix 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version
Technician Notification - closed tickets
I would like to set up email notification to all technicians when a ticket is closed. I do not see this option in Notification Rules. Can this be done?
Verifying requisit ports
Hi all, We are setting up a new SDPlus server and I just want to verify what ports I need to have opened. I assume that 80, 25 and 100 will do everything for logging in from the out side and checking / sending e-mail. Are there any other ports I need to open? Thanks, Dom
Notifying Requester when Technician Replies.
Hi, we have a few technicians that travel most of the time. These techs have the ability to send/receive email messages from their cell phones. When they have a ticket and the Requester sends in an email response, we have the option to notify the technician of that response. If the technician has needs to reply, he has to find a computer, login to Helpdesk, then send the response. If he could reply directly to the message and have SDP notify the Requester of the response, that would save us quite
Associating Minor Software: Adobe Versions
I have Purchased 18 Liencenses for Adobe 8. When I scanned them in, everything turned out great. Since then I have updated them and have some version 8.1.0 to 8.1.2. When the workstations are scanned it shows up in the software. I tried to associate the minor version however, it throws the licensing completly off. It shows that I have 18 licenses but 36 installations. Could you please help!
Software licenses bound to machine only?
A large portion of the software deployed in our environment is licensed to a user, not to a machine. For example, under our MVLS agreement with SA, one single MS Office license can be used for two local installations, as long as they are both used only by the same individual; hence user Joe Smith may have one license covering his software installation on hosts JSMITH1 and JSMITH2. It seems that Individual licenses can only be associated in a one-to-one relationship with workstations, rather than
Need download for older SD+ version... where?
I need to install SD+ 7.0.0 build 7005 on a test server so that I can test a database migration. I can't find my production download of that version, and I can't use the current download version (build 11) as my test version (to restore a copy of my production mysql data to the test server I need the same version SD running. Where can I get the build 7005 download? Thanks!
SDPlus 6 to 7 upgrade problems
I'm experiencing problems while upgrading to version 7 with importing assets and work stations, they are not showing up correctly in the new version and it throws an error when trying to delete all workstations to re-import the saved information with the Error Code - 1,206,025,836,390. Also is there a way to eliminate workstations that are pulled from AD that aren't active any longer?
Calculated percentage in Report
Hi, Does anybody know if it is possible to make a report which shows me the percentage overdue requests per Priority per Month Regards, Jeroen
SD Server IP Address CHnage
We had to change the IP Address of our help desk server. Where do we make the change in the app?
Agent to solve audit issues
Hello, Some times is impossible to audit machines that have installed Norton or Viruscan. So, it will be very important in these cases the possibility to install an agent to solve this problem. Regards,
More than one level of approval
Is there any way to automate more than one level of approval request. If not can we include the first approved history when send or approval to the second approver.
Hidden fields not hidden to requesters
We have created an extra field called "Dev Team Member", and have not ticked any of the options (Mandatory field, requester can set, requester can view). We will be using this field to show who in the Development team is currently working on it (We are not using technicians for the same reasons as stated below). However, this field will ONLY be used by technicians as under NO circumstances do we want the end requester to know who in the development is dealing with the incident, as they are then able
Automatic overdue (due date) problem
Somehow all my tickets are getting a default due date of 10 minutes after the submitted time. I've looked everywhere and can't find where to change this. I am sure its something simple. Anyone?
Filters for narrowing down Request list are broken
I am using SD+ 7 7011. Filters are broken so you can't list Requests using criteria very well at all. As soon as you add more than one condition (i.e. all Requests that are 'In Progress' and are not 'FinanceDept') you get completely random results. This is causing us big problems because we are unable to filter our Requests list and therefore have a long list of Requests that are unmanageable. SD+ 7 is an enterprise product so it is important that we can filter the large number of Requests that come
Restore production data -> MySQL unresponsive
We have a production server running build 6011 and want to upgrade to 7000+, so I set up a test environment. I prepared a virtual machine with build 6011, I first installed build 6000 and updated that one to 6011 with servicepack 33. Next step is restoring the production data to the the test environment. When I do that and restart the ServiceDesk al seems to work fine. After a few minutes the ServiceDesk becomes unresponsive and the eventlog shows that the mysql daemon hung. Why o why is MySQL crashing
Upgrade SD6 to SD7
I'm unable to migrate to SD7 from SD6 sp15. Following error : Microsoft Windows [version 5.2.3790] (C) Copyright 1985-2003 Microsoft Corp. C:\Documents and Settings\Administrateur.GIP-NET>cd \ C:\>cd adventnet C:\AdventNet>cd me C:\AdventNet\ME>cd bin Le chemin d'acc�s sp�cifi� est introuvable. C:\AdventNet\ME>cd servicedesk C:\AdventNet\ME\ServiceDesk>cd bin C:\AdventNet\ME\ServiceDesk\bin>updatemanager 14 mars 2008 12:43:57 com.adventnet.servicedesk.updatemgr.util.SDPreProcessor <i nit> GRAVE:
Build 7011 New Request requester display issue
When a requester is newly imported from Active Directory and a new request is then created for this requester, the phone number and department data will not populate on the new request screen. For old users, this will populate correctly. Once the new request is saved, the request will show the phone and department correctly. Please advise on repair.
UK Dictionary required
Default dictionary is US, I would like to use UK dictionary Can this be achieved in the current release? can the feature be added please? Phil.W
"Created Date" still off an hour after DST change
After Sunday's switch to Daylight Saving Time, the "Created Date" of all tickets created this morning are an hour behind. The server time is correct, and the time shown in the ServiceDesk GUI is also correct. (7.0.0, build 7011)
How close all incidents, attached to problem?
I have a resolved problem with attached incidents (tickets). Incidents in status "Open". I don't wanna close this incidents one by one, seeking his from all incidents list. I want close all incidents attached to this problem at the same time. It's possible? How i can do it?
Server attach files
Hi, We have more than a thousand employees in our company. And we are observing that the attach in the calls, this filed being occupying space in the server. Exists some form to transfer these archives to another place ? without the SDPlus has future problems case is necessary the consultation of this archive? Which the procedure for this case? Thanks. Att Silveira
Is it posible to transform Local User to AD-User???
Hello, i have a question. Is it possible to transform a "local User" to an AD-User? Or transfer all the old tickets from one user to another? Greetings Hilbl
Next Page