Compare with Landesk!
Hi,SDP Team: Can u tell the difference between SDP with Landesk servicedesk? It's better to give out a compare sheet with Landesk servicedesk. Waiting your reply! Thanks!
Multiple instance of SD+
Hi guys Love using your products, keep up the good work. Our end users love the product so much we are getting almost weekly requests to see if we can setup their own SD+ instance to suit their needs. Only problem is that we dont want them to use our instance as this will screw up our stats and job flow. For example, we use it as a IT Service Desk application. Another team wants to use it to keep track of building maintenance tasks. Another team wants to use it to monitor non IT purchase tasks? Each
Import Requesters from CSV
Good Day, I have an unusual problem, on SD 6.00 I can import 298 requesters with the following fields completed, Firstname Lastname Email Department Login Password (Randomly Generated) on SD 7.00 when I try import the same list it does not import the Login's and Passwords. The current differences are SD6 is on Win2003 Adv Server + SQL 2005. and SD7 is on my local workstation XP Pro + MySQL. I also Added two additional requester fields in SD7 "Notes" and "Location" where "Notes" would have the imported
Single Sign on - DNS issue?
Hi All, I have been having an issue with the SINGLE SIGN ON, on SD+ 7, it was working to begin with but after a couple of days when you enter the HTTP://(server name. company name. local):8080 it comes up with a login box as if you require authentication to the server... I know it may be our network but has anyone had this issue?? We are using DFS also. Regards Heath Beardwood
Hotfix : New hotfix released - 7002 build
Users, A new hotfix (7002 build ) has been released. This hotfix is applicable for 7000 and 7001 builds only. The hotfix can be downloaded from archives.adventnet.com/service-desk/7002/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_2_0.ppm New features in this service pack: * While adding a new request through request template, necessary tasks can be selected to get added * Option to close requests only when the associated tasks are closed can be configured under Admin -> Request Closing rules
mysql database
We need to run a query to extract some lookup data from our ServiceDesk MySQL database but I'm not able to find the table that stores the data. The data we need is the information displayed in ServiceDesk Plus in the Configuration Wizard -> Asset Management - Product -> Product List. We'd like to be able to run a query against the MySQL database to get these same results so we can export this as a csv file and use it to build another csv file with assets to import back into the Assets area. Can you
Scan for exe file to include in software list
In Track-It! I was able to to scan for files that were not formerly installed in windows. I have some programs that just put some dll's on the PC or an exe. Is there a way to do this in Service Desk so I can track these installations? Chuck
workstation location
in the admin setup there is a field for "location" which is available when setting up "departments": one can choose a location for each department from a dropdown list. in one of the default fields for the workstation there is "location" but it is not available as a dropdown on as a text input. the only way to do this now is as an additional field. This should be already available as a dropdown...yes?
AD Import Broken After Hotfix 6012 Install
I applied hotfix 6012 recently. Since then I am unable to import any new users from Active Directory. I select the OU to import users from then it just stalls at 0% completed. I am also unable to uninstall the hotfix. It says uninstallation is unsupported .
Portable PCs
Dear All Is there any agent I could install it on any portable machine so when connected to my network update SD with all changes happened in this machine? And if there is no agent can I do this from SD network or domain scan automatically?
Using IIS as the web server.
I don't know a great deal about this product yet, as I have just downloaded it for evaluation, but I have a query. The default port for the package is 8080 and it appears that it using it's own built in web server. What I would like to know is can it be run through the standard IIS web server so that I can access it on port 80? Some of the locations that I would need to access it from block port 8080 so I cannot get to the server. Thanks
Regular users can't select a Category (option is missing)
I just took over administration of our ServiceDesk install and recently updated to build 6012. I'm a bit confused by something: As a technician, I can select any of our pre-defined categories and sub-categories, but if a regular user logs into the system the New Request form only contains the following fields: Name * Workstation ID Sub Category Item Subject * Description Is there an option I need to tweak somewhere to allow a user to select a category for their request, or is there something wrong
Can't send out emails
I'm pulling my hairs out on this one. I've tested my smtp login and password using outlook so I know my account works and my credential is correct but yet it won't work with SD. I get the vague error: Could not sent mail notification to tommy. Please check the System Log Viewer for further details. System log: Exception while trying to send notification for self-service access details to tommy Mail sending failed. No SSL enabled on email account. Tried both imap and pop with the same result. Please
Add ability to change due date on request screen
I like that you can check a request and hit "edit request", and I really like that you can do this with multiple items. But I would love to be able to edit due dates that way. It would also be nice to add notes, etc to multiple requests. Thanks!
Can't get scanned machine back after deleting it!
I'm currently evaluating ServiceDesk Plus professional version 7 and have come across a problem which I cannot find the solution to. I scanned our network using an IP range (Network Scan) and it picked up most of our machines but couldn't scan some of the workstations for various reasons. As a test I deleted one of the machines from the Asset list and re-scanned the network using the Windows Domain Scan. After the scan had finished, knowing that the machine I deleted has an object in ADS, the machine
Required Timespent
If I have timespent as a mandatory field before closing where do the techs enter in the time spent? Its got to be easy i just can't seem to find it. Thanks!
creating an announcement or alert
how can I create an alert, that shows up for everyone logging into the service desk, requesters and technicians? say, we are having an email problem, is there a way I can put that alert so that it shows up in the service desk, and possibly any request associated with that will be grouped together and can be closed together?
Category List can only View 10 entries ??
Is this just me or is it not possible to view any more than 10 entries within the Category List - (Items) I have made it compulsory to enter Category, Sub Category and Item to create a request but when i administer the ITEM Lists I can only View 10 in alphabetical order Is this an undocumented feature something i have done? Regards Heath Beardwood
Version 7 _standard_ evaluation not working
Hi, I downloaded version 7 and I am evaluating it. I had no trouble testing the Entreprise version, but the standard version doesn't work. I install it from the same executable, the only difference is when I choose to evaluate the standard version instead of the Entreprise version (professional version works too). Each time, I get this message when I try to start the service: Server is starting. This may take a couple of minutes ... Failed to start the server. Please refer logs for more details Normal
SD6 MySQL Issues
Since we're having problems getting SD7 to work on Linux, we've got version 6 up and running, but having some issues with the database... We have an instance of MySQL already running, and if we try to start ServiceDesk we get the following message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unable to start MySQL server on port 3306. Please free the port. So I stop my existing MySQL Server and start ServiceDesk, it works fine. I want ServiceDesk
Quote # field in PO area
Is there a way to add fields in the Purchase portion? We would like to be able to fill in the quote number, so that when it is e-mailed that information is contained in the e-mail.
Survey reporting, getting an idea of how we're doing?
Hi chaps, we've recently started to use the user survey feature and are struggling with the reports. users get a survey each time a job is closed, the survey has 3 questions, each with a max of 4 points, so each survey can have a max score of 12. What we'd like to do is create a graph report for each week/month etc showing how we're doing. I.E if one week all surveys came back with scores of 12, we'd be 100% that week. likewise if another they came back as all 6 we'd be 50%. how can we graph this?
Upgrading 4110 to 4112
We currently use Adventnet ServiceDesk v 4112 and I have been asked to upgrade to the latest version. I am Building a test version I have found http://archives.adventnet.com/service-desk/ helpful in finding software versions however I cannot find 4112. Helpdesk provided a link that fixed this. "Thanks for your email. You can find the below link to download ServiceDesk Plus Version 4112. Take this link to download the PPM to upgrade SDP to 4112; http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_4_1_0_SP-12_0.ppm
TimeSpent Reports
Hi, I like to make two reports. 1. TimeSpent Report per Technician per Day 2. TimeSpent Report per RequestID Can anybody help me with this? thanks in advance, Jeroen
Initialize the database
After I am done testing and learning the system how can I initialize the DB before I go live? Thanks, Nick
Assigning Tickets by email address
We will be using the service desk for multiple locations. Each location has a different email address they are using right now. Once we all start using it we will attach those email addresses to the pop account we are using. I need to find a way to assign tickets to different technicions or locations depending on the email address it is sent to. How would I acomplish this? Thanks, nicholas
Next hotfix for V7?
Any idea when the next hotfix for V7 might be coming out? It really bugs me that categories aren't sorted! (and the other items I have been told that are scheduled to be in the next hotfix would be nice as well) If anyone has any workaround for sorting the categories I won't be too impatient. I didn't think it would bother me that much, but it is really annoying.
Drive Info Report
Hello all, We are trying to generate a custom query report in SDP v7 and we can get all the info we want except the drive info (disk space used). We used the following query for drive info: select SystemInfo.WORKSTATIONID, DriveInfo.FREESPACE from DriveInfo, SystemInfo where SystemInfo.WORKSTATIONID=DriveInfo.WORKSTATIONID Can any1 help? Thanks in advance!
Access permissions
We Needed New Access Levels - Close Requests How I Can Do It ?
HR share the SD+ system
We have used the SD+ system for about a month now and the managers are like the system. They ask me one question: some employees also send request to HR, for example, vacation request, of course this will be a different form with helpdesk. Can this HR request submit through SD+? how can we achieve this? Thank you so much for your help.
Sorting On UDF columns has corrupted my Changes view
We added some user defined fileds to the changes screen and added them into the view list of changes. When we went to sort by this column the screen crashed. Now when I go into the changes screen inview list mode, it is blank. I've tried deleting my cookies and temp internet file to no avail. Susspect it must be a record in the database. Can anybody point me to how to get my view back. Many thanks
login details not saving
Since the upgrade to version 6 build 6011, even though a user clicks "keep me logged in" on the login screen their username and password does not get remembered... has this feature been removed because it was always their in previous versions....
SD+ 7 upgrade from Std to Ent
I have been told that I could start with SD+ 7 version standard and upgrade later to Entreprise. I didn't find any technical information on this. Perhaps is it as simple as changing the licence number from standard to entreprise to unlock the features ? On the other hand, is a downgrade possible ?
Report on "responded date"
Hi I would like to do a report on all request with status Open or On Hold where the technician hasn�t responded yet (responded date = NULL). I would also like a report showing all requests (Open or On hold) and the latest respond date (if any). Thanks, Sandra
IE Polish language problem,
Hi There is a problem In IE 6&7 when trying to enter text with polish letters with combination left "alt+l"(L) and "alt+e" cursor goes in position justify left and justify center instead of entering proper letter. (in firefox everything is fine) sdesk ver 6012 regards bart
Images attachment in Inventory
Hi, we need to keep a photo of all the servers we maintain, and we'd like to insert it into the appropriate records. Do you plan to add a binary field to keep track of this information ? Thanks
Auto Assign Site to Asset when scanning/ add site to forms
I would like to see the ability to add SITE to all forms as an entry field , I can do it via a custom field , but then I would have to set up a custom field (location) in the request form , Asset form , workstation form , etc .. and then have to make updates to all those lists .. Plus all reports etc would have to be created to look at these fields . Additionally , you could auto-populate the site field when doing a network scan , if you could assign an IP range to each site . ps in V7 the Site page
Creating a User\Manager Approval Workflow for Reqeusts
Has anyone set up Service desk to be able to take an incoming request from a user, by rules then assign the requests approval to say a manager as part of the workflow, and then foward the request on to the helpdesk queue?
Integrating third-party ssl certificate with SD+
Hi, I have been using SD+ for sometime. I am facing problem in integrating third-party ssl certificate with SD+, even though I follow the below steps : Following commands are to be executed from the command prompt, changing the directory to <ServiceDesk_Home>\jre\bin (ServiceDesk_Home will be commonly C:\AdventNet\ME\ServiceDesk) Step 1 : keytool -genkey -alias <your_alias_name>[Domain Name] -keyalg RSA -keystore <your_keystore_filename>[sdp.keystore] Step 2 : keytool -certreq -keyalg RSA -alias
Problems updating logged request.
Hi I'm running version 7 of SD+ and when I update/make changes to anything on a logged request the 'processing....please wait' stays on screen and nothing else happens. The only way for me to update a logged request is by selecting the check box then edit details buttons. I've tried this in both IE7 and Firefox Any help would be appreciated
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