Disappearing tickets
When I assign a ticket to a technician, I can no longer see the ticket at all unless I type the ticket URL into the web browser. I can not search by the ticket number as it comes up "no requests found," but the ticket is clearly there. Out of three users, I am the only one with this issue. Any ideas?
SDP 6006, Question Marks in Solutions
Hi! After I upgraded SD from 5.5 to 6.0 almost all of my solutions have red question marks instead of blue. Is that a problem or just a new color? The reason why I ask is all the way to SD 6003 I couldn't search in keywords like I could in SD 5.5. But now with SD 6006 it seems to work. /Thomas
Mail server stops fetching mails
Hi, Im running the last patch of servicedesk plus and I have run into mail server problems. After a couple of hours the mail server dosnt any longer fetch e-mails from the mail box. When I look at it it says its running and when i restart it, it works for a couple of hours again. Regards Boru
Responded Date; status not updated
Hi, I am testing the 6.001 build as we are looking for a new system to support our external customers. So far the product looks good but there is one small issue, I cannot seem to get over. With all my created issues, the Responded Date keeps returning "Not yet responded". So far I have done the following to try and get this status updated: - Created internal note - Created external note - Send an e-mail to customer using the Reply button on the issue - Updated some request parameters like Status
Duplicate Records when running Requests Reports
It seems that when a request has a resolution that exceeds 255 characters the software creates duplicate entries in the database. The remaining characters are placed in the resolution column. If 255 characters are added to the second entry, then a third is created. This is problem when running reports on the number of requests, because the count function uses the number of records that are return as the "Number of Requests" value. This value is incorrect if one or more requests have long resolution
More Fields from AD
How do I, or is it possible to import more fields out of Active Directory rather than the ones currently available. We'd really like to be able to import the "Office" field out of AD so we can have the location of staff.
Remove License from screen
hi haw i can remove the License from the technicians screen :?
Updating ServiceDesk Plus
Just a quick question about updating ServiceDesk Plus :). If I select the green "Download ServiceDesk Plus Now!" button from the webpage, will that always contain the latest hotfix? (i.e 6006). If not, do the hotfixes need to be applied in order? (i.e 6001, 6002, etc) or does the latest hotfix contain all previous hotfixes. :)
Fetching mail from Exchange 2007
I am trying out this software during my research to find something that we can use at out company. We are an SMB and we are looking for a good, robust Help Desk tracking solution. I have been very impressed by your software. The layout is great, the navigation is smooth and the features are excellent. The only downfall that I can see is that I am not able to get the mail fetching to work with our Exchange 2007 server. I am not sure if it is something that I am doing wrong or if it is not possible.
Custom Report For Tickets on Hold
Management at our company really love reports and statistics. They would really like to see a custom report that tells them the exact date/time the ticket was put on hold (timer stopped) as well as the number of days the ticket is (was) on hold. It is easy to generate a report that tells us the tickets on hold, but we need something specific to track exactly when the timer was stopped (ticket put on hold) as well as the timeframe the ticket has held the status 'on hold.' Can you help us please? Thanks
Pull email from Exchange 2003
We're having an issue getting service desk to pull email and to send email from exchange 2003. POP and SMTP are disabled on the mail server. Service desk shows only incoming pop and imap setting,s is there anyway to pull email from exchange :?:
ServiceDesk Plus v6.0 - Product Documentation
Hello, The product documentation found on your site (http://manageengine.adventnet.com/products/service-desk/help.html) seems to be related to Version 5.X, if I'm looking at the filenames: >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_AdminGuide.zip >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_UserGuide.zip Do you have updated version of this documentation that reflects the content of Version 6.0? If yes, where can it be downloaded? If no, when do you expect this documentation to be available?
ServiceDesk in Inline Frame
I am trying to display ServiceDesk Plus via an inline frame in a sharepoint site... it displays OK, but when I click the login button nothing happens. Is there a reason why SDP will not work in an inline frame?
SD+ 6.0 and VLANs
Dear Support, I'm evaluating the SD+ 6.0. I think it is good for our needs. I installed it on Win2k3 SP1 server with SQL 2000 SP3. the network is contains of many VLANs. Is the SD+ support to connect to the workstations on other vlans? the server in VLAN0, and the workstations and Domain Controllers separated in groups in VLAN1, VLAN2, VLAN3, and VLAN4. though, can we scan for warkstations of one domain on many vlans? any advice will be appritiated. thank you.
.Net 2.0 Sofware not showing up in scans.
I've checked several machines. No .Net 2.0 applications are showing up.
Restore database to different installation fail
Dear all, I have install SDP 5.0 , and upgraded to SDP 5.5 then upgraded to SDP 6. I backed up the database. Then I install Fresh install SDP 6 in different computer, when I tried to restore my backup data to new SDP, it failed. Is it by design ? Boedy
Uninstall 6006
I am having trouble with uninstallation of 6006 upgrade. When I try to uninstall, it gives me an error "UNINSTALLATION IS NOT SUPORTED"? Anyone?
Notification Emails
My team and I are loving our new software! We would like to notify our users when requests are logged in the system, but the format of the message is not coming through properly. It displays the HTML no matter if the format type is Rich Text or Plain Text. Also, the HTML seems to have characters in it that it shouldn't (I get a misplaced = sign in some places, etc.) If there's a way I can edit the HTML myself, let me know - otherwise, let me know when we may be able to fix this. Thanks!
Linking Users to Workstations
I was wondering if any body has found a way to attach workstations to a requester when they either e-mail or we create a workorder. I would like to see when I pick a user from the drop down menu in a ticket to fill in the users PC or workstation that they are assigned to. Don't know if this is possible? Thanks for any help. Ed.
Full load Java
Hi everybody, We use the ServiceDesk Plus 6006 and since the last day servicedesk start very slow and do not fetch emails. The java runtime enviroment use 97% of CPU and up to 330000 K RAM. We use a virtual Machine with 2,4 Ghz and 1024 Ram. What can we do to use ServiceDesk normaly again? Please help is urgent Many thanks pc_engineer
AD Import Failure
I was just checking a few things in my sdesk admin screen and noticed the AD import scheduale for every 1 day had turned itself off. I turned it back on and tried to run a manual import but it just returns an error of, General failure while performing the operation. Could you please advise what I do to resolve this? thanks Pete
Showing Technicians as Requesters also
Is it possible for a Technician to raise a Request and put themselves down as the Requester? As it currently stands, if a Technician has a fault on their pc; they create a Request, assign it to the relevant Technician but can't choose themselves from the Requester Name field. They have to be able to enter themselves as the Requester. How can we get passed this problem?
Migrating data from previous helpdesk application
Hello Folks I just discovered ServiceDesk + and I'm considering it as a very serious candidate for replacing our current Helpdesk software (Trackit). However, I would like to import currently open tickets to SD. Has anyone experience in this kind of operation ? Thaks for sharing your knowledge, Christian
Device IOS reports
Is it possible to pull a report that shows all devices by Hostname, Model, and IOS? I can get the information from the Network Inventory pdf, but there is too much information there and the report is over 50 pages long. I'd like a quick summary that just shows the information I refered to above. I'd be willing to create the report, but it seems like all the reports are in prebuilt formats.
Closing Calls
Why do you have to be a member of the "admin" group to close calls. What if we have a new member of the team who we potentially dont want to administer the service desk, yet we have to add them in as an admin to close calls. Is there a work around for this?
Software installation history
Is there a way to see the installation history of a piece of software. For example, Software XYZ may have been installed last week but is not showing installed this week. I would like to determine it's history so I know where is was installed in the past. Thanks Paul
Deleteation for the call id NO 140& 143
Dear sir, We are facing a problem on SMT . TWo Call ID no(140,143) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Best regards Sathyajit
Scanning Printers in ServiceDesk 6
Hi All, May I say this is one heck of an ace package... ;) Only been using it a couple of days and already we are going to buy it... :D Bit confused on the pricing as was led to believe ya pay once and then its free updates for rest of life.... only now found out its an anual fee.... but heck, for the price, you cant beat it... nothing comes close <grins> - however, forgive me for being new. But is there a way to scan the network/AD for printers on our network, so we can asset them...? Cheers, Lister
Approvals Proccess
Hi all: I tested the approval proccess and it has some flaws: 1. If i hit approval in the request and not complete it, it shows like an approval proccess has been initiated anyway. 2. In the recipient field of the approval, it has to show the head of the group or department right away. The techs on helpdesk does not know everybodys bosses to send the approvals to. PLease let me know if we can work on this, because this is a major feature in SDP. Regards, Darwin
incoming mail server settings
Everytime I try to configure the incoming mail server settings I get the following message when I click save FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. I have tried an internal IP, external IP, internal only DNS, a dns name that resolves both internally and externally, all with the same results. I have opened up our firewall in case it was using the external information
Problem with SD6 service startup
Hello, atm we are testing OpManager and ServiceDesk and some strange startup behaviour accured: Both applications are run as service on our testing server (win2k3 sp1). If the server is rebootet the java process of SD is running constantly at about 95% to 100% cpu load. However, SD is not accessable at this time and cannot be terminated with the provided batch-file. So I kill the process via taskmanager and start the file "..\ServiceDesk\bin\run.bat". After this restart everything is fine with SD
attachments link on pending approvals
when submitting a request for a approval, if it has a file attached it is not avalible to be opened as it is not link to the file, just displays a file is with the call. thanks Ryan
Service Packs
can you please make sure that when a service pack it is released that it is designed to work with both MYSQL and MSSQL, as this i guess is causing other major issues as well as us, i dont think it is good proctise to have to change back to MYSQl to install a service pack, as this will cause possible connection issues whe going back to MSSQL, thanks Ryan
New Update for 6004.
Hi All, An hotfix to version 6.0 has been released. The latest build version is 6005. The hotfix is available @ http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-27_0.ppm Important Note : Read through the instructions carefully so that the upgrade is smooth without any hassles. As always, you can contact us @ 'support@servicedeskplus.com' if you land up with an error. We recommend to try in a test environment first before moving to production
SQL 2005 DB Server out of the box
Can ServiceDesk Plus 6 be installed using an SQL 2005 DB Server out of the box without first installing MySQL and then Migrating to MS SQL 2005.
Discovery of Vista Workstation Details
Can anyone suggest why the running of the 'Windows Domain Scan' picks up the NetBIOS name of my Vista pc but none of the details? Thought this might be simple to answer... Has anyone already overcome this?
Change Language
Hello, I would like to change the language, for use spanish. But on the window peronalize it�s not posible only it�s posible to change the password. thank you. Bye
automatic backup
Hi I was wondering is it possible to set automatic backup; for example once at week in Monday at 10:00 AM? I suppose somebody already answered that question, but I would appreciate if you do it again. Thanks in advance...
How do you configure SMS in SD+ 6
Hey Guys Does any one know how do you configure SMS in SD+ 6. I can't find it anywhere. I think I'm going blind. ZestIT
Install Service Packs
I install the Version 6.00 of the Service Desk. After that I install the Service Pack 6003 and 6005 and now 6006. For me it is not clear I have to unistall the early Service Pack or not? They don't write anything in the Help files.
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