Admin - Category configuration features needed
A couple of features are needed within the configuration options of Categories. I'm not sure why one existing feature exists, at all. When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign
Problem with Business Rules
I setup the following two business rules, in this order: "Sub-Cat Password Reset" - IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group' "User Admin Category" - IF Category = 'User administration' THEN Assign to 'Network Group' The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category
3 issues with Requestor Details when submitting new Request
1. If you click the "user card" icon, which brings up the entire list of requesters...select one, the requester name AND the department populate into the request form. If you type in the exact user name and wait for the yellow popup box to show the 'match', the department field remains blank. The department field only fills in if you manually select the requester from the table. If you type it it, department only shows once you save the ticket. 2. When typing in a requester name that doesn't exist,
New Report
I would like to create a report in SD 6 that will include the following: Status, creation date, technician, category, subject, Description and the most recent 2-3 notes that have been added. I am not sure how to do this. I have looked into making custom reports but cannot find where the Notes filed resides. thanks.
Defining Approval rules for Change Types
I want to create my own change types and determine if approval is required or not. I noticed when I submit a STANDARD change, it is automatically set to Approved. Where is this defined? If I wanted to create a change type called, "Enhancement", how can I made that automatically approved, too? In that same regard, I want to automatically add specific CAB groups to certain types of changes, so the submitter does not have to do it - themselves. A brief description of what I want setup is below. Normal
How can we search or retrieve the Resolution Field?
How can I search or retrieve the Resolution field. I m trying to use this as knowledge base database. Thanks. Cheers, Echooi
Change Management? Am I missing something?
I downloaded and installed the demo, latest available version. I even checked the online demo. I see no such features as are listed in the product datasheet: ------------ Change Management Workflow * Initiate Change Request * Change Plans and CAB (Change Advisory Board) * Approval from CAB Members * Co-ordinate Change Implementation * Post Implementation Review * Change History ------------ My top "bar" of items includes: Home Requests Solutions Assets Purchase Contracts Admin Report Support Something
Change Request - Planning Tab
The four sections of the IMPACT TAB confuse me. Those sections are: * Impact * Roll out plan * Back out plan * Checklist Why is there a text section for "Impact", if "Impact" is a drop-down select box on the main change request form? Isn't a "Roll out plan" the same as "Implementation plan", in which there is a separate "Implementation" tab that has tasks and work log? What is the "Review" tab intended to hold information of? What is the difference between the "Problems" and "Incidents" tabs? You
Asscoiating Software
I'm trying to associate software to a workstation and as per the admin guide: "Associating Software License to Asset 1. From the software view list page, click the Software license name. This opens the Software license details page. 2. Click on the Actions tab -> Click Associate option to associate the software license to the asset. This opens the Associate page. 3. Select the asset from the combo box and save the changes. You can see the software licenses associated with the selected asset." I do
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
Unable to install Hotfix 6010
I've just reinstalled ServiceDesk6 and made it use one of our MSSQL DB's, I have attempted to install the latest hotfix and it has failed. It appears to be trying to update mysql? I've read the next release of ServiceDesk will be out later this week is it worth waiting for it to be released? Kind Regards Chris Smith Westmill Foods Ltd
Restart SD via command line
Is there a batch file already or command line that I can use to restart SD? We are having issues with java.exe using 60% cpu after 5 days so want to schedule a restart which resolves the issue. I have a call open with the SD Support however have not managed to find a work around yet. Thanks Brett
Ongoing SLA
Hi - just wondering if anyone else has done this. We would like an ongoing SLA so that we can assign project or low priority maintenance tasks to that don't require a strict time scale. Has anyone else configured anything similar & if so what is the best way of doing it?
Failure: database exception while updating the database
Hi, I'm currenting using Version 7 of the product. I've gotten to the point where I've scanned all the workstations and users within my network, assigned the users to the workstations. Also, I've entered all the vendors. All the users, workstations, and vendors are unique. All the workstations are unique and everything reports, looks well. However when I go to update a workstation in any way I get the following error: FAILURE :Application exception while adding workstation. : The workstation is already
Hardcopy Configuration
Is it possible to create and/or print one's configuration? Not the data, just the configuration of the systems. thanks!
Network Scan Problems
Hi I'm trying to scan our workstations (mainly XP and some 2000) using 192.168.10.50 (ip's are assigned after this) but I've noticed (rather than scanning 192.168.10.50-254) that it is scanning into the 192.168.11... range. Is this correct or is this a bug? Also, it has failed to "successfully" scan any workstations :(. What am I doing wrong? The account used to scan these workstations is the domain admin account and I checked the laptop next to me, which had DCOM enabled (by checking the registry)
AD import employeeID
Hello, Except from using csv import for importing employeeID, I cannot find this with AD import within SDP+.
ServiceDesk Service Stops
I am having an issues with ServiceDesk Plus where the ManageEngine ServiceDesk Plus service keeps stopping on the server and therefore users loose their connections, if you restart the service then it will stop again after 5 seconds or so then try to restart itself and then finally revert to being stopped. The only way it seems to cure this so far is to restart the server. Any suggestions will be gratefully received.
E-mail Notifications
Currently we have all support issues going to ServiceDesk Plus. When a ticket is closed it automatically sends a e-mail notification. When somebody replies to the ticket is reopened. When we close a ticket that was generated by an auto response e-mail account it replies to the closed ticket notification and reopens the ticket and this continues in a long cycle. Is there a solution for this? Can we disable the e-mail notification on certain tickets?
service desk latest version don't run after installation
Hi, i've just install Service desk on a Windows 2003 with a Sql server 2005. i try launch the "servidedesk server" but it shows command prompt windows and then close it. Help me Kind regards Stefano
Internal and External Requestors
I am evaluating new Helpdesk/Asset Management software. I support external customers to our company as well as internal employees, and I would like a way to differentiate each. There is a 'departments' grouping, but that doesn't seem to be exactly what I want. Is there a way to add something like this to the forms for both assets and requests? Also, for helpdesk requests, is there any groupings for categorizing, which are then linked to sub-groups to further refine categories and so on? Like I pick
Feature Request: Fuzzy date ranges in request filters
We need to be able to filter the list view by date ranges like "this week" "last week" etc, much like reports. Currently all dates must be specified which is much less useful.
Unable to scan server / workstations in child domain
I am using SD+ 6.0.12 and I am having trouble scanning workstations and servers in a child domain. I have temporarily disabled the windows firewalls and I checked the boxes for remote dcom but the boxes still come up as unable or offline. I can ping from the server running SD+ to the workstations I am trying to scan by using the fully qualified domain name but SD+ doesn't seem to see them. This is a really urgent matter that I need to get resolved ASAP.
Notification options inconsistent
Some notification templates do not have the option to add useful fields. e.g. the Task notification can not add the actual "Created By" field. All fields should be available for all templates. It would also be nice if there were a template for Notes, and an option to email the technician on the closing of requests.
Permissions on announcements
Where in ServiceDesk Plus 7 do I add/change permissons for announcements? Can�t find it.
Report - Requests by Department
I have two sample requests in my running demo. Both are for the same department of "T550". When I run the Requests by Department report, the following bar chart is presented: Requests by Department Generated by Chris Schear on : 11-28-2007 14:47 Total records : 2 Created Time : From 11-26-2007 00:00 To 12-02-2007 23:59 The horizontal axis reads, "Department", with a count of 2. It doesn't actually LIST the department by name. If I had 500 tickets in my demo, all assigned to 30 different departments,
Where should feature requests really be posted?
I've noticed that there are four places to post feature requests: 1) the general forums, where they seem to get the most attention 2) the feature request forum 3) the feature request form on the support page in the SDP web interface 4) the roadmap site - where they seem to get very little response Can you please let us know where we can post feature requests to get the most attention and feedback? I have a large number of pent up requests from my evaluation phase, and if i'm going to submit them
Request "Created By" wrong in email
First of all, I'm quite dismayed by the level of poor quality assurance testing of this software and am convinced every AdventNet product should be considered advanced Beta software. I continue to find a lack of attention to detail in almost every feature of ServiceDesk and SupportCenter. The straw which broke my back this afternoon is the Notification Options for requests. I have the following configured: Alert Technician by Email when a request is assigned I logged in as a Technician and created
Question on autocloseing of requests
I have autoclose enabled with a 1 day timer. I set a request to RESOLVED and in 25 hours it was changed to CLOSED. When I log in and look at the closed ticket I see the following in the yellow status box: ----- Close Accepted : No ----- What does it mean to "accept" a close? How does one accept it?
Internal web address question...
Right now everything is running fine, but to access the helpdesk we would go to: http://helpdesk:8080 I would like to be able to access it by going to: http://helpdesk Is this possible? Thanks Keith
Feature Request: Changes to the quick request entry area
When we want to do quick entry we need more than the three fields provided, but not all of the fields on the full form. At least the option to either auto-self assign tickets or have the technician field in the quick create area is essential.
Feature Request: Complex Request Filters needed
Right now filter criteria are either all "and" or all "or". We are having difficulty getting the views we want with the current options. For example: ( (tech = TECHNAME) AND (status!=CLOSED) ) OR (tech= UNASSIGNED) Goal: To show all of "my" tickets which are NOT closed (yes if open, yes if on hold, yes if waiting on 3rd party, etc), AND to show all of the unassigned tickets, in case there are any I need to be aware of (AV conf support requested in 5 minutes, no one assigned, etc). This is slightly
New Custom 'Summary' Report; how to create sub-reports.
Version 6.0, build 6012 I do not see any of my reports available when I try to create a Summary report based on sub-reports. How do i create a sub-report 1. Click reports section, 2. Click summary report, 3. Inventory module is the only option not grayed out, 4. Click proceed to report wizard, 5. None of my custom reports are available. Thanks Jack
Editing Request Type
Can request type be edited in the same manner as most other fields on request form? If not, does request type have an impact on how the request is stored, or processed?
Server migration problem
I am planning to migrate my SDP from linux to windows2003 i use backUpData.sh then shutdown the new SDP run restoreData.bat but it returns: Could not extract the backup file. Please ensure you have given the correct file. both SDP over linux and window2003 is 5.5.0 whats wrong with that? pls help me
Editing fields with merged requests
Hey All... We've had a couple of issues when we merge 2 jobs together, and after they are merged try to edit the individual fields doesnt save the changes made. i.e changing categories, technician etc. Is there something not happening that is supposed to??
Restrict REPORT access for technican by GROUP
We are running build 6010. We have a requirement where different technican can only access information for the GROUP assigned to them. By doing this, we create a ROLE for each technincan, and specify 'Request technican can view all in GROUP and assigned to him'. This seems to work for REQUEST but NOT REPORT. What we observed so far is when technican go to run the reports, it will show ALL and NOT just GROUP assigned to them. We are not sure if this only happened when the REQUEST do not have any GROUP
Cannot scan all workstations with Windows Domain Scan
I'm trying to Windows Domain Scan in our domain so I can populate all the workstations. However before I scan it doesn't display all the folders from Active Directory, only some of them. I check the Office folder so it'll select all subfolders hoping it'll detect all workstations. However when I scan, it only detects workstations from the Wilmington folders. I have about over a 100 PCs in the Charlotte and Raleigh sites together. Something seems to be wrong with how its trying to recongize the workstation
About SDP SLA
hi, I just wonder how SLA works in SDP. I create a rules in SLA but it seem's that there is no pending request on me althought i see it in over due. How does ot works? Is this only work as notification thru email to a technician? Thanks.
Contact Number and Department fields are not populating...
When filling in a New Request... Under Requester Details, using the name lookup function withing the Name* field(i.e. type a few letters of the name it provides you a selection of names to chose). When you choose a name and there is no associated workstation(i.e. No Asset Available) it will not populate the Contact Number and Department fields. It does work fine when there is an Asset associated to the user. We only associate workstations to departments and not to users. Build 7005
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