Software Inventory
while looking at all of the inventoried software there is on our network it shows several thousand different programs, for instance it shows each individual windows security fix, patch or update as a separate program. is there any way perhaps to define a list of applications that belong or can be associated to another peice of software. For instance all of the XP updates would be part of or included with XP. They would not show as individual application but would rather show what is installed when
Remove Technician Rights
I have not been able to effectively remove technician rights from users to return them to Requester only status. I thought you could Delete (red X) the user in the Technician view, but that appeared to delete the user as a whole, and they only re-appeared after the next AD scan, and have since lost their original calls associated with them. Thank goodness for TEST users! Searching the forum has provided fruitless. Hopefully i just overlooked an option somewhere. Thx.
Backdating the closure date of a request
I don't believe it is possible via the application, but is there a priv that can be applied to allow the closure date to be backdated. Just got some techs that don't get the cases closed in as timely manner as others, the work is done etc, but 2 days later the request stays open! Regards, Andy
7010 & 7011 Patch Install Problem
When trying to install the 7010 or 7011 patch on my test system, it will install the patch and says it was completed, but after i try to start SDP again, it hangs and "starting applicaiton layer". Anyone have thoughts on this. it's happened to me on but my production box, and test box. Thanks! Mike
secure imap or pop for incoming connections?
Hello, We are just getting our SD+ setup up and running, and we've discovered that SD+ doesn't appear to do imaps or pops. We really have no desire to setup non-secure connections. Is there an add-on or plugin for SD+ that will allow this? Or maybe I'm missing the setting all together? Jim
Response time to support requests?
I submitted a support request to Service Desk using the "Request Support" link on the "Support" tab within the Service Desk Plus interface. Once on 2-8-08, and again on 2-19-08. I have not gotten a reply to either of them. Considering Adventnet is providing a help desk software to help desks, what type of response time to a support request should be expected? If my clients submitted a support ticket to me and I let it sit unanswered for over 10 days, I wouldnt have clients to worry about. We are
Incoming E-Mail
I am attempting to setup incoming e-mail for the ServiceDesk Plus system using Microsoft Exchange 2003, however on each attempt to connect, be it via IMAP or POP3, the following error is given: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I know my settings are correct, Can someone please help?
Server Location of Service Desk website
I am trying to find the actual files that are used to display the website such as the login page and so forth. I have done searches but to no avail..... Anyone know where I can find the location on the server. I used the default isntall path of c:\adventnet\........ I cannot find te file in there though, unless they are hiding themselves under different names than what I see in the address bar..... HELP!
Components in non IT assets
Before we spend a lot of time settings things up incorrectly, can I check how others are using this part of SD+ please? We have a number of telephone phone systems installed at our clients' premises. The systems normally consist of two items; the phone switch and the voicemail Each of those items have been created as separate assets. Inside each of these items are various combinations of cards, line cards, extension cards etc.. The we have created as components. The phone switch is say called London
Change Management - Calendar View
Really like the Calendar view for the Forward Schedule of change. Like it so much could we have an option to have the calendar view for the closed changes as well, so you can see what happened at a glance on a particular day/month. Does that sound like a sensible thing or have i missed the same feature elsewhere. Regards, Andy
Resolving requests
Greetings. I try to find the similar problem, but haven't succeeded. So, when I assign SDGuest role for my technicians they can't edit Requests so they can't manually set Resolve status. But if I assign SDAdmin role, or role that I manually created with request change rights they can change everything in the Request. Is there a way to give them option to change status to Resolve and add resolution, without changing anything more?
Clean Build - SDP Loading, but wont display the frontend
I've just rebuilt our Helpdesk after what we assumed as a server crash. However, the helpdesk is still suffering from the same symptoms as it was before. Everything if fine according to the lofs, howeve the font end to SPD fails to load anything. I've tried two reinstalls and still nothing. It all works fine ip to the point when I resto my data. From that moment, it fails to load anything. The only thing I can think of that might be causing this is that we've recently disabled/turned off our second
Mail Fetching with Exchange 2007
Does it work? If it does work, how can I check what might be wrong with it? We are not using POP or IMAP, what other options do we have to get this thing working?
auto associate an incident with a existing problem
Is there any way to auto associate an incident (on a recurring theme) to an already open problem ? Or does the association of incidents to problems have to be only a manual task ?
Early Access available for SDP 6.0
Users, we thank you all for your patience. Please find the early access for ServiceDesk Plus 6.0. You can install the build in your test environment and get a feel of the release features. We recommend to test in mysql itself as they are few issues to be resolved in mssql database. However if needed you can connect with mssql database. Both Mssql 2000 and 2005 versions are supported. Take the link below to download SDP 6.0; bonitas.adventnet.com/servicedesk/02Feb2007/AdventNet_ManageEngine_ServiceDesk_Feb_02_2007_windows.exe
shortcut to entering time spent (work log) to call
Is there a way, or if not can the functionality be added, so that from the list of open or pending calls you can click an icon in this list next to a call and it will pop up the 'add work log' dialogue box so that time spent and a brief description could be more easily added as you work on calls. Some of the calls we have are open for some time and a large dialogue builds up in them. To add time to the work log you have to click on the call, scroll past all of the dialogue in the call and then click
Private Messaging on the forums
Has it been considered to allow private messaging on the board at all? Sometimes an offline post between people could be useful without having to use e-mails? Andy
Drop down boxes in the Servicedesk 7 Enterprise interface
Please could all dropdown/combo boxes be sorted alphabetically/numerically in an ascending list. It is very frustrating as well as inconsistent to have some sorted and other not.
After a upgrade c v7009 on 7010 pictures in request are not
After a upgrade c v7009 on 7010 pictures in request are not displayed: the Reference to a picture looks so: http://server/inlineimages/workorder/1393/0.png On file system there is this picture: \\server\c$\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png How to correct?
Untrusted Server Certificate Chain.
I just inherited the Service desk + app with no knowledge transfer from the prior admin. My problem is that the server logs are filled with the following errors. All of my certs and keystore check good. I'm not sure when this started since the log files on this server fill up so fast the start of this was pruned. -------------------------------------------------------------------------------------------- [10:18:50:199]|[01-28-2008]|[SYSOUT]|[INFO]|[13]|: requestScheme is https | [10:18:50:199]|[01-28-2008]|[SYSOUT]|[INFO]|[13]|:
SUGGESTION: Buttons to add to bottom of page
When ever I look at our request screen, it is spread across more than one page. What is really getting on my tits is having to keep scrolling up in order to view the next page. Can you, as soon as is possible, add the Showing : X-X of n as well as the navigation buttons (next, previous,first/last etc) to the bottom of the screen as well as the top? Many thanks
Build 7011 Released
A hotfix (version 7011) has been released. This hotfix is applicable for 7000 to 7010 builds only and is available at http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_11_0.ppm The complete build can be downloaded from the URL : http://download.adventnet.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus.exe Instructions to apply the hotfix remains the same, however the steps are given here for immediate reference. 1. Shut
Fresh Install using 7009 Data - Only 7010 Install available
We have just had a server crash and are having to reinstall our helpdesk. We have a backup from just before the crash, but we were still using 7009. The installer I downloaded and re-installed from is build 7010 and wont allow me to install the old data into it. I have had a search around the site and I can't seem to find a pure 7.0 (7000) installer and the 7009 service pack. How can I get my data back?
Spam filter?
Hi, I'm using SD+6 (6015 precisely). I'd like to create a spam filter so SD+ doesn't create request for unknown sender's domain and for a specific email account. So I've added the following rule: Sender does not contain: mydomain.com, myotherdomain.com It's working fine, then I added: Senders is not: ignore@mydomain.com Then I only have one line left: Senders is not: mydomain.com, myotherdomain.com, ignore@mydomain.com which is obviously not what I need ... Anyone can help me? Thanks!
Feature request smtp mail in and centennial inport or link
We don't use POP3 mail on our exchange server so would like to see smtp mail in. Facilities to connect to external 3rd party databases such as Centennial Audit would be good too. I've used the free demo and would buy this superb service desk software in an instant if there is a work round for the Inbound mail. Phil.W
Custom Filter View Options? Permissions? Eeeeeeeeeeep!
Hi Hi again! I've created a special view under Administrator where the helpdesk can view requests that have the status of: Open, On Hold, Project, Pending, Scheduled, Delayed etc Basically anything that's NOT on hold. I have not ticked the box to make it a private view. I can see it in my drop down list ( See attached ) But when I connect as a user, like the helpdesk, who have less permissions, they do not see the custom view. they only see a couple of basic ones. How do I enable this? I need them
New Install / linux -> xp / Failing miserably
Hello, To test out the product we put ServiceDesk Plus on a linux box. We found that gathering information from windows machines to be "hit and miss", and thought we'd try it on a windows server. Worked great! In the meantime, for "testing" we have entered a LOT of data into the SD+ on the linux box. Now we have installed SD+ on a windows box, acquired the enterprise license key, and wanted to transfer the data from the Linux box to the windows box. Unfortunately, the backup/restore routine doesn't
How to migrate ServiceDesk w/sQL 2005 dabase to new server
Is there a procedure for moving a Service desk 7 install with SQL 2005 to a new server? thx,
Change Approval N/A, no calendar view
I have been implementing the Change Managment in the system. I'm having problems with the approvals. When I select standard the approval works great, system generated, and gets sent to the change calendar. But when i try the Major Change Type, and the approvals get sent, and approved, it does not update the approval status on the change itself (approval status : N/A) and does not go to the calendar. Any help on this one would be great. Thanks! Mike
Assigning unassigned requests to a technician
Hi, I am setting this product up at my company and everything looks to be in place except for one thing, email requests. Currently if someone emails in a request, it will sit in the queue unassigned to anyone and we won't see it until we log into the help desk. Is there a way to make all unassigned requests be automatically assigned to a tech? I believe it would be possible in business rules, but everything I've tried doesn't work. Any help would be appreciated. Thanks, Matt
Requestors with multiple workstations
We have several requestors who have been assigned more than one workstation. How do we change the default workstation associated with those users when they submit a help desk request via email? Thank-you for your time.
Logging Requests frequently results in a blank screen
We are running SD Plus 7 build 7009 and using the IE 7 browser with all hotfixes. I am being told by our first line team that often when one particular user logs a Request she gets a blank screen instead of a successfully logged Request. When she then goes in to the Request list the one she has just logged is not present. If she tries again the same thing happens again until she closes down her browser and then re-opens it. It does suggest a browser issue but she is using the same as the rest of
Software Types in Assets
Is it possible to add additional Software types? I would like to add a software type of Trial Software for all the copies of 30 day trial type software that are out there on our fleet of laptops. This way I could report on them and follow up the purchase or removal of them from the relevant PC's. Also when you change software to Managed is there a way to associate software without causing the associated software to increment the licence count?
At me the request \offer on the SDP interface and SPD work
Good afternoon. At me the request \offer on the SDP interface and SPD work: 1. When the user sends the request the letter in to SDP, it puts in a copy the management and other employees. There is a necessity that all these people who are present at the letter, had access on viewing of the application ! 2.Very low there are very important fields: Request Details and Time Elapsed. It is necessary to twist scrolling of the mouse much. It is possible to bear these items in the top menu?
Employee ID/History/Categories
My organization is driven by employee ID numbers rather than employee names. Is there a way to make the employee ID number appear in the "Requester Details" portion of the request? Is there a way to search requests and pull up all previous requests for a given employee ID number? Also, is there a fast and easy way to view any previous requests for a specific requester rather than manually searching each time? We need to be able to see each individual requester's history as he or she calls in. We
Purchase Order - Option to select which items are taxed
Currently within the purchase order, there is no place to check if each item are taxable are not. I have many cases within a purchase order there is no tax related to that particular item (i.e electronic recycle fee (monitor purchase) and so on). Will there be an option to have certain item be taxable and some not. It is a pain to do the "Price Adjustment". Thank You, Hoa
importing users from AD creates clones
I had imported users/requesters from a csv file in version6 and now enabled AD and imported users. because of the username and password field containing data now I have duplicates for every user. One with log on information and one with assets bound to them. Can I merge these some how? talking about 500 users I don't really want to reassign assets to all of them. This is in a test environment, so I'm not worried yet. If in the future when fields are added in AD like email, will this generate duplicates
task time fields slow to modify
The method of clicking or shift-clicking time fields on CUDTask.jsp task edit window is clever but mouse intensive. Please also allow direct keying into time fields. I'll go on record here that anywhere you require picking dates off the popup mini-calendar are similarly nice application behavior, but slow down the power user which is often what technicians are. One chief complaint our techs are voicing here in our new use of this product is the frequent mousing that is required. They view it as a
Approve POs
How do we approve POs in 7009?
Workstation Import incorrectly maps Service Tag (SDP7)
It appears that when you import Workstation assets via CSV in build 7009 the Service Tag is NOT populated from the field you select in the import process. I have my CSV mapped out as per the import layouy for workstations, so named as per screen and in the same order., just to make the import as me proof as possible. However the Service Tag ( 3rd field in the file ) is not making its way onto the database, it is being overriden by the MANUFACTURER. In the end I've put the Service Tag info into the
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