General Questions - SMTP & Auto PC Assign
I've being trailing ServiceDesk Plus for a number of days now, however the following issues are hindering a purchase... - The program doesn't seem to be able to accept incoming SMTP. Is this true or have I just missed the setting? I've tried entering 25 as the port # however it still says it can't connect to the server (outgoing works). - The above issue wouldn't be too bad if requesters you could reply to questions sent from technicians within the web portal. I know you can use notes but these are
Forwarding on a new case
A new case is created by an inbound email. Sometimes we need to forward the case out to a third party, maybe a sub contractor. It seems that if there is a reply or some other entry on the case, then the forward a) gets registered and b) gets sent. If the case is new and there is nothing else logged to it, both a & b do not appear to take place. Has anyone else experienced this?
Simple report for our KPI
Hi I'm trying to generate a report but am not yet able to get what i want. I would like the report/chart to show for each technician how many of the completed requests were completed on time and how many are overdue for our specified date period. So essentially Im looking for something that shows each request and then a total sum (completed request date > due date = x ), (completed requests date < due date = y) percentage of x and y for our KPI. Forgive me if this is really simple, as i have only
Asset Limits
Hi, I am currently evaluating Asset Explorer and have just discovered Service Desk Plus. Please could you let me know if there is a limit to the number of assets you are allowed to manage in Service Desk Plus. We only have a requirement for 2 technicans but I need to ensure that as well as the Service Desk aspect that this product, it has exactly what Asset Explorer has with regard to Asset Management. Kind Regards
total memory information on reports
Hi - when i run my inventory reports, the total memory reported for the computers are always wrong. They report memory in kb, such as 509kb when the machine has 512MB. I'm using build 6002. Please help.
Reporting lapsed time
Relatively new user here - trying to get to grips with reporting. We're not using "dueby" dates when creating new tickets and was wondering if there was a way of reporting lapsed time (ie accumulated time since the log was opened and "now") in the reports? I'm wanting to do an aged debt-type of report to show how long jobs stay open before they are completed. I've had a good old search around and not seen anything - I'm sure there's an easy answer somewhere but if someone could point me in the right
DB Configurations
We're running the demo version of SD+, obviously for demo purposes. We are trying to configure the software to use a MYSQL database on a remote server. I can get the software to connect to the server and it created the db schema, however, the schema is completely empty. How do I go about getting the app to use/create everything for that database? Also, now that I have changed it to point to the remote server for the database, the service will not start. It runs about halfway through the startup screen,
Logging in to see tickets
OK, user email's support. user get email'd a reply. Email contains a link to check on status of ticket. Is there anyway the whole login process can be avoided or turned off. For our uses we prefer users not have to login. Is that possible? Running SDP 6.0.0. Thanks Kevin
To Import Requesters from Active Directory Fails
Dear all, When I want to import requesters from AD, system can list all OUs, but no added records after the process finished. Could you help me to resolve this issue? Thanks. Jonathan
AutoNotify Manager of requests
I'm trying to figure out if there is a way to set up some sort of notification rule to automatically notify a manager for example, any time a type of security request is put in. Not necessarily as an approval, but rather as a FYI. I see there's a way to notify the requestor, or a technician, but I don't see that there's a way to notify a third party. That would be really nice for our purposes.
Backup problems in 6.x
We recently upgraded from 5001 to 6000 and then to 6010. During this time we noticed that the backup duration increased dramatically after upgrading to 6.0. Our typical backup would take less than 4 minutes. After completing the upgrade, it now take over 55 minutes to backup the same amount of data. Do you have any suggestions or solutions to resolve this issue?
Cannot delete date field after choosing a date
Is there anyway to delete a date field after choosing one from the calendar? Thanks in advance
Problem with links in Attachments with contracts.
I'm recent detect a problem with my attachment links in contracts. Allmost all of then when we click on it gives an error like this: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.IllegalArgumentException: URLDecoder: Incomplete trailing escape (%) pattern java.net.URLDecoder.decode(Unknown Source)
Problem in SDP 6010 adding or editing business rules
I've just updated from 6008 to 6010, everything went ok, until I tried adding new buisness rules... I was able to select a category > subcategory > item - Which would let me select an individual item from the list. Now since the update, it comes up with display. See attached document for screen shots. This is a big problem, as i've got alot of rules to add and edit. Intead of shows me the name of items, the application shows me the id of item. How can i know wich id belong each item? Coul you help
requests getting duplicated
sometimes a request is getting duplicated on version 5507 . its very rare, but is happenning.. ne suggestions??
Preventive M task no going as scheduled
I have set up the PM's to automatically create on a 90 day time frame. But within the recent month it is creating them every month, but the set up is at 90 days. What would cause this????
Assets are no longer assigned to a requester
At my company we're evaluating Servicedesk Plus for over a year and just when we considered to make the step to the self help portal (and to the professional version) we discovered something very disturbing. We always received our tickets through email or I made them when receiving a phone call by creating a new request and filling in the requester name myself (fe: bart de pauw would become my simple log on name BDP). A few weeks ago, I thought it would be interesting to check the import from AD
How to import Workstations which are not reachable ....
...to the Servicedesk plus Computer. For example, I cant import all the workstations from different clients cause I don't have external access to the local lan of the clients....or another situation, there are different workstations with no access to internet. How can I import those workstations, is there a kind of client agent??? Other situation, i use servicedesk and i cant get my notebook to the client to import all workstations, cause than other can access servicedesk....kind of downtime. Yours
Backup process is extremely longer than previous version
We recently upgraded from 5001 to 6000 and then to 6010 in our test environment. During this time we noticed that the backup duration increased dramatically after upgrading to 6.0. Our typical backup would take less than 4 minutes. After completing the upgrade, it now take over 55 minutes to backup the same amount of data. Does anyone have any suggestions or solutions to resolve this issue?
MSDE 2000, SQL 2005 Express or SQL Server ?
We have had many problems getting SD+ (6006 -> 6008) to work reliably: Scheduled Tasks stop running, 6008 Restore corrupts database, etc. SD+ was installed on French Windows XP PRO SP2 with database on French Windows 2003 Server SP2 with French SQL Server 2000. Support tells us to reinstall everything in an English environment: From the logs it looks like MSSQL and/or OS are in Native language setup. This makes the Server to hang (or) stop service frequently. The native settings in MSSQL/Os is not
Unlicensed software report
Hi, does anyone have a report in SD v6 that will show me all managed but unlicensed software grouped by software title that lists the workstaion names. Thanks
HTTP 500 on Reminders
I have discovered an interesting bug with the new reminders feature. Here is the scenario: One of our non-admin technicians (has View, Add, and Edit permissions for requests, nothing else) creates a reminder. If just the date and time are set without a "remind me before" timer, the reminder is saved properly, and can be modified and even deleted normally. However, if any "Remind me before" timer is selected, the reminder will still be created properly, but any attempts to modify the reminder afterwards
Where has support gone?
Please don't take this the wrong way, but I feel the need to speak up about this. I would like to raise the question of where the AdventNet support staff is keeping themselves these days. I used to see a support representative (usually Karthik, sometimes Ankit or others) check through this forum usually once a day, answering people's questions. Granted, not all questions can be answered in this format, but if that occurred, you would attempt to resolve the issues through direct contact with the individuals.
memory usage while importing AD accounts
During normal operation my system uses about 400 MB of memory. But when I do an active directory import the system memory rises to close to 2 GB and stays there for the entire length of the import. Is this normal?
Forward Messages History
Hi, when we forward a request within Service Desk, it doesnt get shown at the bottom of the ticket like it does when we reply to an email. we would like to keep track of all the email activities for a ticket whether its a Reply or a Forward. thanks, Hasaan
Custimize the Global View for Admin Home Screen
Is there a way in 6008 to customize the global view for admin accounts. Right now I have Requests by tech, Inbound requests, Contract summary, and Purchase Orders on my global view. I don't need Contract Summary or Purchase Orders since we don't use those items. I would like to add items I do use to my global view. Thanks Chris
Crystal Reports Integration no longer working (SDP 6008)
I haven't had to use Crystal Reports for a while so I have no idea if it was SDP or my setup which has broken it, but currently I get the attached Error Message when creating a report. The ODBC connection on the remote machine is OK (it tests fine) and Crystal Reports can connect and see all the tables fine, but when i select a table to add to the report, I get an the attached message. Any ideas? This is on a remote machine using mysql-connector-odbc-3.51.17-win32, Crystal Reports 11 on Windows Vista
Request - Additional Fields
Hi, Can I define more then 12 Additional Fields ? Thanks, Guy
Screens too wide
I have discovered a bug that has shown up after our 6.0 build 6008 upgrade. The content in the popup windows displays very wide, outside the visible area. This was never a problem back on 5.5. See the attached screenshots:
Email requests issue
Hi there I really need to know how the request which send by email is converted to a service request that can be stored in the db regards Salwa
Record Deletions
We have had several records deleted in the system and need to retreive them. Is their a way to retrieve the records from the MYSQL database once they have been deleted from the system.
Service Pack to upgrade 6008 to 6009
Service Pack to upgrade 6008 to 6009
Update 6010 screwed buisness ruless
I've just updated from 6008 to 6010, everything went ok, until I tried adding new buisness rules... I was able to select a category > subcategory > item - Which would let me select an individual item from the list. Now since the update, it comes up with display. See attached document for screen shots. This is a big problem, as i've got alot of rules to try and get into place.
Not Performing Windows Scan
Manage Engine is nor performing Windows / Network Scan
Telephone List
Hallo! Is there a way to show a Telephone List of all Users to every User? In SupportCenter Plus this is Possible, but in ServiceDesk Plus not.. Thank You!
Windows Firewall Blocking Inventory Scan
What is the port that needs to be opened on Windows XP's firewall so ServiceDesk and scan the workstation successfully during a inventory scan? Someone replied prior to another posting and the ports they suggested did not work and the inventory scan failed on the workstation. Hopefully someone can answer back and help up out on this issue. Mid-Michnet Support Team support@mid-michnet.com
Extra action in Business Rules
Hello, we are testing Service Desk Plus - Enterprise edition BETA. Is possible to have in the business rules an extra action that updates the ticket subject with the received E-mail subject using a specific rule (by Sender rule for example). Example: Define Rule: Sender --------- is -------- xxxxx@xxxxx.com Action Update Subject (Extra Action) Regards Interroll
Template / Boiler plate request replies
Running 6010 I did raise this a while back, but it looks like it didn't make it. We get a lot of very similar email requests which need 1 of 3 or 4 standard replies. That process cannot be automated because the reply depends on the content of an attachment. Rather that messing around doing a copy and paste it would be really nice to have a drop down list of replies that could be used as needed. The Request Template doesn't seem to provide this function, or am I missing something? Thanx bin
ServiceDesk and IE6/7
I recently upgraded the helpdesk system to 6008 from 5501 and ever since, the speed to the helpdesk through IE has degraded while Firefox browsers open it fine. This has been tested on more than one machine and basically what happens is there is a pause between screens. (The window shows the servicedesk graphics, but no data is displayed.) Any ideas?
Mail Server Settings (Mail Fetching Stopped)
Mail has not been fetched for over 4 months (shows how little requests are made by end user's ;). I have tried to stop fetching and restarting it, I have also rebooted the PC that is running Service Desk Server. Stlll no updates to mail fetching. Any advise would be greatly appreciated!
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