Promoting SD+ Configuration Through Different Environments
Hi Guy's, We are near going live with SD+ v6 however we have a few operational pre-requisites to have in place before doing so. One of these is the ability to promote system configuration through the different environments we have (DEV, TEST & LIVE). Can you let me know how we can achieve this without affecting the core data within each environment? :?
version 7 changes tab doesnt work!!!!
hey guys, installed version 7 today to test and when we click on the changes tab, there is nothing there?????????? any help would be great? are we doing something wrong here? Regards, Paul
Inventory Scan and Duplicates happening
Hello, Found this link http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002660569 We ran into a problem where a machine was named one way then we changed it and it created two entries with the new name. Therefore the question is will the MAC scanning ever work? Thanks Michael
New install SD+ 7
We've had a few issues with previous versions of SD+ but I've now moved up to SD+ 7 (clean install) and we're starting again but I have a couple of questions that I hope others can help us with. When we scan the Windows Domain we select the appropriate OUs to scan and this works fine. When we then assign users/departments to a workstation the Asset State will occasionally change to In USe but the bulk of the time it stays as In Store. How do I rectify this? During the AD scan are items like printers,
Standard user roles
Hi, In SD 7 you have some standard user roles, new users getting de Guest role. Is it not posible to let us adjust the standard user role for new members. In mij company we have requesters that should have the rights for: * Only view incidents and ad service requests * Add incidents and add service requests * Add Change requests(or Problems) Above should be done without that requester has technician rights. Is it posible that we have some roles for requesters and seperate on for technician. Then
SD7 release notes?
I'm excited about going to SD7 when the upgrade pack comes out. However, I would like to see a doc that explains what has changed, new features, etc. Just like the release notes for the existing upgrade packs. The only thing i can seem to find is the editition comparison chart, but that doesn't really go into any detail. I would prefer not to have to install the SD7 eval just to figure out what is changed / new. Is such a document available? Thanks!!! JVogt
Fields missing from Service Request?
I'm trying the 7.0 standard edition, and in the admin section, I see there is "impact", and "urgency", and when I look at the request preview, those items are available. However, when I open up an actual request, they are missing. Is this a bug, or am I missing something? Thanks!
Request form not updating to what was customized
I've modified the request form in request form customizer. I can go the the request preview and see what I've changed, but it does not show that way in an actual request, I only see the default form. I've stopped and restarted the service to refresh. Am I missing a checkbox somewhere? Version 7 pro trial version
Importing remote PC data
Hi All, I have noticed that when you run the ae_scan script it creates a local file containing the data required. Is there a method or script available for someone to collect these and import them into the system? I was looking at creating a intranet page with a package for the user to run and then post the file back to HO. Cheers John
Notify all Tech when ticket closes
Is it possible to notify all techs when a ticket closes? Right now I notify both techs when a ticket is created. The issue is that one tech finishes the request and closes it. The other tech has to check the helpdesk to see if it's already closed. It would be nice to have this option.
Multiple entries in categories
Hi all. Is it possible to quickly enter the same sub categories under a number of master categories? Before the latest category structure it was possible to have top cats as: Windows SBS 2003 Windows server 2003 Windows server 2000 with operator error system error hardware error as the sub categories. All of the top categories could have a pick from the same sub category. Not idea (the current structure is much better) but useful for certain entries that need to be available in each sub category.
Logging jobs via email in V7
Can someone please tell me if Version 7 supports the automatic logging of jobs by incoming email via SMTP? Or is it still only restricted to POP3? I do not want to go to the effort of enabling POP3 on my Exchange server if I can just wait a few more weeks for the V7 upgrade....
How can I get a demo copy of Enterprise version 7?
I installed what is supposed to be the Enterprise version of version 7 demo, but I don�t think it is the Enterprise version. For example, version seven is supposed to display the �request type� field in the �request details� section, but it does not (see screen shot). I downloaded it from here: http://manageengine.adventnet.com/products/service-desk/download.html?trial I selected "enterprise" version when I was installing it. Am I missing something? Thanks.
PROBLEMS WITH PURCHASE ORDER APPROVALS VERSION 7
Hey Guys, Anyone experience any problems with the PO process in servicedesk plus 7? We submit the PO for approval to someone, but when they open the PO it doesnt give them the optio to approve, just submit for approval????? Thanks
After Upgrade to 6011, the service can not be starting
We made a upgrade form 6007 to 6011. The installation was ok. After that we want to start the Service Desk Server under Program Files. It is nothing happen and the Server isn't start as a Service. We can start the DB only with the cmd and run.bat. What could be the reason? Regards, Andr� Jordi System Engineer Sulzer Werfo AG Switzerland
SD+ V6 randomly crashing
Our ServiceDesk randomly crashes. When this happens we need to manually shutdown the MySQL service then launch ServiceDesk from the start menu again (or just restart the server). I have this event in the wrapper.log each time it happens: INFO | jvm 1 | 2007/08/26 14:33:52 | Exception java.lang.OutOfMemoryError: requested 2599568 bytes for Chunk::new. Out of swap space? ERROR | wrapper | 2007/08/26 14:33:58 | JVM exited unexpectedly. The machine has 1gb RAM (with at least half still free) and approx
Categories Question
We have been making changes to AdventNet with regards to Catergories, Sub-categories, and Items. I�ve in-activated several categories and sub-categories. Now when I pull up a New Request, the inactive categories are not included in the drop-down selection for categories, but the inactive sub-categories still do show up in that drop-down list. Is there a way to ensure that inactivated sub-categories and items no longer appear in the lists? Thanks in advance.
Problems with links in plain text notifications
I use plain text notifications an I can't put the following link working as it should: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * When the user receives the message it only assumes the first part os the text as the link and it look like the following sample: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * Then, if the user click this link i only get "Reopen" on the subject of the mail message. Is there any thing missing? Thanks in advance
Custom Menu in ServiceDesk
What I need is a way to add a custom menu tab in the main ServiceDesk screen, next to reports and such along the top. I realize this code is auto generated in the javascript what I need to know is where, or possible if it's possible for you to add a way for us to put a link there. What we need is a tab where I can have it show a web page that has custom reports that we have written in crystal reports as webpages. My alternate solution is to host servicedesk within an iframe of our own website and
Download old Version
How can I download an older version. I need to install version 6.0 for Linux. Regards,
SLA and operational hours
Am using version 6.0 build 6006. Our operational hours are Monday to Friday 08.30-16.30, yet we have calls listed with a due date for completion on a Saturday and others due at 6 am???
Colour indicate HIGH priorities
We have two major priorities amongst our list of priorities; CRITICAL and HIGH. When a request is assigned with a critical or high priority, is there any way of colour indicating them so they stand out on the technicians / administrators page?
FAILURE :Database exception while updating Asset
I made 3 copies of an asset and then went in to update the copies with details. I was able to do one update in Assets but the second one gave this error. FAILURE :Database exception while updating Asset. Please report the problem to the system administrator, with the Error Code - 1,184,922,567,189. Can you advise as to what the cause is? Regards john
Pick lists have disappeared again
v 6011 I have been adding some extra entries in one of our customised pick lists and now all entries in the two customised picklists have disappeared. We need to get these back pretty urgently and as there are about 80 entries in one of them, we don't want to retype them if possible. Also as one of these field has to be completed in order to close a job, we have a problem closing anything down. Thanks in advance.
Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Asset management
I have imported the users from active directory. Autoscan result shows some failure and it fetch some duplicate results.can anyone tell me how it can be removed ?? another problem is how can I manage my workstation and other assets in some grouping order. ? Thnx Jhon
Customize Technichan Template - add notes
We would like to have the option to add the notes history of a request to this template Configuration Wizard->Helpdesk->Notification Rules->Notify a technician->Option Customize Template Do you think that this is possible? If so, how can we customize it? Thanks in advance.
Import Users from Child Domain
Hello, I am having problems with the Import Active Directory User. When I import users from a child domain, it will replace all users with the same username that are already in SD+, and that where imported from other child Domain. Can anyone help me?
Pending approval status
Hello, Now I can see a request status (open/close/on-hold) without going into this request. But How can I see the pending approval status in the home page of the Request without opening it? Thanks.
Multiple Sites - Single Technicians
Hello... My organization is using Servicedesk Plus V6.0.0 Build 6007, and I have a setup problem. We have multiple sites but only one technician per site. Is there anyway I can get business/notification rules setup to examine the incoming request and have it sent to the correct technician based upon the location of the request? IE: Requestor1 sends a request in, and Technician1 gets it in Building1. Only Technician1 should get an e-mail notifying him of the request, not all technicians in all locations.
Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Problem with SD+ Pro Version 7 Install
Hi all, I have been trying to do a fresh install of the V7 SD+ pro software, but have had trouble getting the ServiceDesk service to start. I have downloaded the V7 file from the website and run through the installation wizard on my Win2003 Server. It all appears to install smoothly, however crashes when trying to start the service after the install is complete. The server runs SQL2000, my preferred choice of DB, as well as the most recent version of Java. I'm getting 2 Error messages in the event
Download version 6
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Sending email failed Reason:530 5.7.0 Must issue a STARTTLS
I tried to set up mail accounts in both the General and Admin areas, but have had no luck sending any emails. When I tried to use pop.mail.yahoo.com or pop.mail.yahoo.com.au I got Sending email failed Reason: socket error. And then tried setting up another account with pop.gmail.com and got Sending email failed Reason:530 5.7.0 Must issue a STARTTLS command first k13sm1668484pyf I am receiving emails OK. I just can't send any! Any ideas what I should try next? Ray Bergmann
Feature Request: Custom Fields For departments
Hi All, We've been using service desk in our IT department for a little over a year and it works great. However there is one thing that is preventing our other departments from coming aboard: Custom Fields. Service desk offers them but once you add them, they appear for everyone regardless of what department. For example in the IT tickets, we have workstation as a Mandatory field. This doesn't apply to other groups like Logistics or Fleet Management. Likewise if Fleet needs a required custom field
Replying to email
Hello SD Plus, It would be usefull if when replying to an email that the history of the email is left in the body of the message. Currently its just a blank email which sometimes the user cannot remember what the conversation was about without having to refer to the older email. Thanks, Chris
Phone Central automatically opening tickets in SD
Hello, Web and e-mail generating tickets are great, but i've made several implementations in several customers and the main problem of adaptation to a tool like servicedeskplus is that users almost always prefer to use the phone to ask for help, making the transition period kind of dificult in medium to large scale implementations. If it was possible for somekind of "plugin" or "addon" to servicedeskplus that allowed it to interact with phonecentrals would be a great feature for most of my companys
HotFix 7001 Released
Hi, The hotfix 7001 for ServiceDesk Plus 7.0 has been released. For your kind note : This hotfix is for customers who are running 7.0 version only. 6.0 customers need to wait for the upgrade pack till next month. You can download this hotfix (7001) from download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_1_0.ppm Issues fixed in this update : * Change Tab not displayed in Non-English OS. * Requester's assets not populated in the New Request form
Moving the installation
I need to move the installation to another drive on the same server. Can I copy the current directory, uninstall and then reinstall the product and finally overwrite the new install with the old data?
Can't Change Problem Status
Hello, Servicedesk is no longer allowing me to change the status on requests. Once requests are changed to On Hold, they will not change back to Open. The web interface simply freezes and does nothing. I've read that others have had this problem with earlier versions. Any thoughts here? Build- 6011
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