Auditing Macs and PCs not always connected to network
I read through the docs for Service Desk and I just don't see a way to audit our laptops that come in/out of the network all the time. I also don't see a way to audit Apple Macs. Can anyone suggest ways to make this work? _________________ David Alfonso david.alfonso@trinityschoolnyc.org
Searching in requests in ServiceDesk Plus 6
Good day, I'm trying the software and i found out that the search option to search through all the requests is not searching under the resolution tab in the requests. Is that normal? Is that something that was modified in v.7? It would be useful to be able to search for stuff that was written under the resolution tab even if we don't save them in the solutions database.
Allowing a requester to view all the requests by thier dept.
I checked the box in the requester's details to "Allow to see all requests for the department" and still this doesn't give the user rights to view all the departmental requests and Yes the deparments are pulling from Active Directory
SD 7
Hi, I'm testing the new Service Desk 7 and I did a full scan, but some switches and printers got classified as workstations. Is there a way to move it to the switch or printer category, I really wouldn't want them to be in workstations. Thanks.
Where is the "Client" field defined?
I am looking at the online demo of Service Desk and it looks like there is a new field called "client" that is available for requests. I have checked the Admin tab, but I cannot find where this picklist is defined. Can somebody throw me a bone here?
Notification based on Priority
I would like to send a notification to the technician assigned only for High priority tickets. Any way to do that? -gary
Deleting requesters does not remove associations
Our group spends quite a bit of time on Account Administration as there is lots of movement and turnover of users. It seems when you delete requesters SD+ does not remove the associations to the assets. Is there a setting that I may be missing in order for this to happen automatically? Thx Build 7004
purchase order
While creating purchase order when I enter an item it takes the default description but there are certain item like servers whihc will have different configuration like dl360 with 4 hard disk or 2 Hard disk ,2gb RAM which is must in aP.O. as this will justify the exact requirement. Also If I have registered two organization and if i want to create P.O. on the basis of the organization then how can I have two organization in organization details.
MSSQL - Convert UNIX time
Hello, We are running SD6+ with MSSQL 2003 as the DB. I am creating a new custom query to pull assets and who they are loaned to incluiding start and end dates, but have encountered and issue with the dates being stored in UNIX time and MSSQL not having any inbuilt methods of translatting UNIX Time to human readable time. I am after a way for me to be able to write a query that will convert the time from UNIX time to human readable time. Thanks, Matt
can't import users from AD
AdventNet ManageEngine ServiceDesk Plus Version: 7.0.0 Build: 7004 Don't work import from AD I see the tree OU in AD but when i try import from AD in "Requester List" area i see : 1. Connecting to ActiveDirectory Server... 2. Requesters Import, Failed...
In the event of a catastrophic server failure...
am I covered if I have a copy of JUST the backup folder? or it is even easier if I have a copy of the entire AdventNet folder? not a big ask as the whole directory seems be under 500Mb so just say you have a total server failure: ie. install SDP same version - delete the whole folder, copy your saved AdventNet folder back? back to business?
Asking another technician to perform a job in a request.
Hi, Have this issue I'm having trouble getting my head around. Scenario: 1) A request comes in, automatically placed into a technician Group using business rules dependent on Category/Sub-Categories etc. 2) Request gets picked up by technician in group who completes part of the request but requires assistance from a technician with expertise in another area before he can finish off the remaining work and close the request. N/B: The 2nd technician is not a member of the technician group assigned to
Problems upgrading 7001 to 7002-3-4
when trying to upgrade from 7001 to any of the newer upgrade packs i get this :- WARNING: A column cannot have a unique constraint as true, if it alone participa tes in the PKDefinition of that tableDefinition. TableName :: BackupSchedule, co lumnNames :: [BACKUPID] 24-Oct-2007 10:34:10 com.adventnet.updatemgr.conf.DataModelUpdater updateDataMod el INFO: ISReverting : true : isJarFile false : newLocation Patch\AdventNet_ManageE ngine_ServiceDesk_Plus-7.0.0-SP-0.4.0\SERVICEDESK\/applications/AdventNetService
software site licenses
Hi Any suggestions on how to handle site licenses for software. Also with about 500 mac laptops in the assets am i able to assign software to assets. (thats lazy i guess i should just try it.) I think software licenses shouldnt have been bundled in with assets personally.... creating a whole new asset for 1 license of 1 product this could equate to 10000+ assets which are just software licenses mmmmmm Im thinking i might boycott the whole software section of SD+ Barb
Failure sms
My problem is with sms if you sent a request to some of my technical SDP me by sending an error, but if I do it directly from my whole outlook passes well someone can tell me if SDP problem that does not allow me to send sms through she
Request Support **RESOLUTION** for Upgrading and Migrating
Having trouble getting this issue sorted. My live server is running 5014. We want to upgrade to the latest and change to MS SQL. So, firstly on a testing server we want to upgrade to the latest version on servicedesk and change over to a SQL backend. I have a backup data file from 5014 from the live server, have then loaded 5014 on the test server, then upgraded to 6000,6000 on the test server. Ran the server, shutdown, have changed to MS SQL now cannot restore any data into it. Have run restore
Second Help Desk
Hello, My question is: Can we defined second Help Desk with deferent parameterization?
USER NAMES DIFFERENT AFTER AD IMPORT
Hey Guys, I upgraded form 7001 to 7004, and now when we import users from AD, their names changed to their logon ID's !!!!!! What happened? Now I have duplicate requesters in the system. Please help. Paul
Roles - Full Control?
All the permissions within the Roles section are self-explanatory, except for Full Control. What exactly does this grant?
FAILURE :Error while fetching the Technician Details.
FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,191,070,033,385. Received this error when attempting to edit ANY of my technicians. I am logged into SDPlus as administrator. Please help.
Looking for feature
I'm not sure where to post this type of question. We currently run ServiceDesk Plus and Desktop central. We are considering ADManager as well. In a previous job, we used a third party tool that would report across the network what right/privs a user or a group had on folders. Do any of your products give that type of information?
Changing Default view under Requests Tab
We would like to change the default view under the Requests Tab. When a technician clicks on the Requests tab we would like to change the default view. This looks like it can only be done on an individual basis. As per attachment we want to have Request ID as the first column. Is there some sort of global default template that can be changed? Thx Build7004
Associating assets purchased to scanned software
I have submitted the following question directly to a ServiceDeskPlus technician, but wanted to see if anyone in the group has thoughts or knowledge. I am using ServiceDeskPlus 6013. I am trying to asscociate purchased assets to scanned software (licenses). The ServiceDesk technician provided the following instructions: Click Inventory Tab---->select scanned software-->Filter managed software--->Onthe page you can see a button Allocate License -->select the workstation and allocate accordingly. This
Creating/Editing Workstations 'on the fly'...is it possible?
Scenario: An analyst receives a call from a user and begins to Create a New Request. They fill in the 'Request Details' and 'Owner Details'. In the "Requestor Details" section, If the requestor has no workstation assigned (i.e. No Asset Available) it will allow you to search all assets but when one is selected and saved, it will display the selection under Asset, but it does not either Assign it or reassign it to the requestor, therefore no history of the change. Our staff do change locations frequently,
Sd 7004 import requesters from AD different Name from 6004
Hi Guys, After installing 7004 on a test machine and running the requesters AD import the name that it uses is different to 6004. eg. import from AD on 6004 Name Login Name Barclay, Aimi abarclay 7004 Name Login Name ABARCLAY abarclay Is there a reason for this change and can it be modified back to the original? Thanks Brett
Reorganize and combine categories
Our category list has not been properly set up or maintained and is out of control. I'd like to reorganize it. For example, set up higher level categories (software, hardware, security etc) and within those move some of the existing categories as a subcategory (software - move category Stromberg as a subcategory of software) or (hardware - move workstation, phone etc). I don't see a way in the to do that. Is this possible? If it is, will I break the association with historical requests to the categories
Set permission
Hi, As an administrator, I don't want normal user to access some information in a knowledge portal. How do I set permission to some information like allowing user to view general knowledge base but not on confidential network information which is also in the portal but intended only for use by Engineers? Thanks, Emmanuel
Backslash in Notes getting stripped out when editing
One of our technicians has noticed that whenever he edits a note backslashes are getting stripped out. If he enters \\servername\share\path it gets saved correctly. When he edits the note, the text reads \servernamesharepath. If he edits the note again it just reads servernamesharepath. Any way I can stop this?
Upgrading To Hotfix 6012
Hi, We have applied Hotfix 6012 to resolve the known issues but have now identified that importing of requester names, E-Mail and Job Title from Active Directory fails with only the User_Name being imported?
reporting incorrect number of workstations
Under the Asset tag, for some reason, I can only get a listing for 64 workstations. I have over 200 and they will all scan, but it will only retain 64 of them. If I scan on manually, it will be added, but will remove one as well to keep a total of 64. Any ideas as to what is happening with this? I have a license for 250 nodes. Thanks Rob
Support!!!!!
Hi I have asked support if it is possible to import the data from my current helpdesk system into Servicedesk. The Good News I was contacted shortly after asking for a copy of my database so they could look at scripting it and it should be possible. The Bad News After nearly 3 months and a number of emails i have heard nothing, even after going through our UK partner and after spending a few thousand on licensing! Can support please start to treat their customers as customers and contact me asap
Include an Asset Number generation and population option
Add a setup option that allows a base asset number to be defined. This number would be used to automatically populate the asset number field whenever an asset was created. As each new asset was created and the asset number assigned, it would be auto incremented so that the next asset created would get the next number. The feature must be able to be turned off for legacy maintenace if needed ( eg to add an old asset that is pre the number sequence start ) . Along with this should be an option to state
Allow a component to be assigned to a person as well as asset
At present the component element can only be assigned to an asset which in the majority of cases makes sense, as it should be a building block element of an asset. However we have the situation whereby we will allocate component items ( Mice , Keyboards etc ) to contract staff who don't have a PC etc ( defined asset ) to assign the item to. This leaves us with an incomplete inventory of the components. I guess a dummy asset could be created, but that then adds to the licences count, and the only
Add assigned user/department to asset selection for component assignment
Make the addition of components to assets easier by adding the assigned user and assigned department as sortable fields in the selection list. By doing this it makes it easier to add loan type components, such as mice, keyboards etc to a machine. Often the item is known to go to a user but they may not know the asset it is known as. Showing the assigned users name and department will enable the correct asset to be located and the component assigned to it.
Cannot connect to the configuration database.
It must be Monday... We are seeing: "Cannot connect to the configuration database." on the workstations. We are running SD 6012 on the server from the command line (\bin and run) and the localhost copy appears to be working fine. Any quick fixes please? Thanks - Terry
Software Report
How do I build a report that will list all of the managed software that ServiceDesk has discovered?
Domain scan seeing more assests than exist
I setup a scan against our domain pointing it at two OU containers. The scan says it is scanning 1201 (approx) items, however only 504 objects are contained within those OUs. What is it scanning?
SEPARATING THE COMPLAINT FOR VARIUS LOCATIONS
We have mulipal sites and different helpdesks. I want the requests which are regitered from the user will come to only to the local helpdesk portal and other helpdesk are not able to view it. Please guide
Message after attempting to close a task in SD 6
Embedded image moved to file: pic27428.jpg) I get this message after I attempt to close a task in supportdesk 6. Any ideas ?
German Characters (Umlaut) in ServiceDesk 7.0.0 Build 7003
Dear Support team, I am currently evaluating ServiceDesk V7 and have the following problem: If I log a case via the web portal with german characters I am getting funny characters in the help desk database instead of the correct characters being displayed. If I log a case via email those characters seem to be displayed properly. I have attached a screenshot which shows how it looks like at the moment. Is there a chance to customize the ServiceDesk in order to display German characters as well? Many
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