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.
Password reset and AD
Hi My question is : How does the reset password work. Does it actually reset the password for AD ? I tried to use it today but it didnt work. Also just to note that if it does reset the AD password would it be possible to add the force user to change password option. Otherwise the user has to tell me what they want the password to be changed to which defeats the purpose of security. Thanks Barb
Wider fields
Can the fields be wider under CONTRACT RULES? Available Assets and Maintained Assets or have them wrap? Not able to determine which office product to select as maintained under contract details. Here is a picture that may help explain.
Feature Request: Custom Fields & Business Rules
We have a custom field as a required field in our SDP installation. However, there's no way to use a business rule to modify that custom field (on say a ticket submitted via e-mail). This causes headaches when we go to close the ticket. We can't close it until we assign a value to this custom field we require. Is there a way to add custom fields to the business rules? If not, could there be soon?
How to default the "log on to" on authentication p
Anyone know how to force the authentication page to not include a drop down of available domains or local authentication. We have only one domain and would like to make it as brainless as possible for our users by having a static entry there or not displaying the drop down all together but still force users to authenticate against the domain.
new install - want to import requestors from AD
Hello I just installed SD+ and hotfixes (30 day trial version) and am now customizing. When I try to import Requestors from AD I get the error "unknown username or wrong password given to enumerate the Workstations in the Domain". I have the correct IP for my DC, and correct username and password (I'm using my own domain credentials, and I'm part of the Domain Admins group). AD authentication is currently set to Off, and I tried it with both On and Off, same error. I have tried IP's for both my DC's
System creating multiple records for the same request
Currently the system is creating multiple records for the same request id. Please see the attached image showing a report with request id and creation times. This is causing a discrepancy between what the Request screen will show and what a report will show as it's total. For example when comparing closed requests in the Request screen and within a report using a filter of closed requests. Having our reports be inaccurate (showing more requests than actually were created) is causing huge problems
Scanned software not visible anymore
Since the last scan in the software inventory we get this screen. Restarting the service or server didn't change anything. Does anyone know how to solve this?
Build 6005 - Issues and Workarounds
I completed our upgrade to Build 6005 today from Build 6000, and I wanted to share some issues that arose and my workarounds. Mail Fetching: The username field was changed to server\\username from server\username. This prevented the mail fetching function. Workaround: Remove the extra "\" Notification Templates Destroyed: After the upgrade all of our Notification Templates contained something like "net.sourceforge.jtds.jdbc.ClobImpl@1ded4c9" which I recognize as a Java serialization of an object.
AD Integration - All Users Fail
Hi All Just trying the new system, but when I try to integrate all users from my AD (Which I can see an enumaerate with no issues) it find 145 user and fails them all. I found a log file that presented error code Error in Getting User Object for NT Format :: 80070057 | [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: **** Back in Java GA0356| [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: Error in Importing User
ServiceDesk Error on start up ...... wont load
Hi, I have been trying out the AdventNet ServiceDesk. It has been working fine for about 1 week. I have patched it up to build 6005. Over the weekend something has happened and the ServiceDesk will not fully start now. It gets to the part were it says "Application Layer Started" and then it just continues to add full stops. See pictures below: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] Thanks Justin
Workstation ID
Hi I don't want users to see other users "Workstation ID" when they make a new request. Can I somehow disable that option. Thanks
service desk & exchange issues
We're having an issue getting service desk to pull email and to send email notifications. we're running exchange 2003. POP and SMTP are enabled on the mail server and Opmanager can send email notifications w/o authentication. anyone else using servicedesk along with exchange? does it work???
Single Sign On
Are they anyway to implement Single-Sign-On for ServiceDesk? I would to my users to be able to go directly to their ServiceDesk Home screen, bypassing the Credential Screen. Thanks
All SD6+ MSSQL Users Must Read!! (Backup/Disaster Recovery)
All, We sucessfully migrated to MSSQL and are currently utilizing version 6005 of ServiceDesk Plus. More importantly, we currently are performing SQL backups of all of our ServiceDesk data along with the rest of our company data. We had our web front end ServiceDesk server crash due to a hard drive / raid failure. We failed over to our development ServiceDesk server and repointed the database. Everything seemed to be working fine. It turns out though that we had NO access to any of our file attachments
Software inventory Query
I need help forming an Inventory software report query. For Example: I would like to run a report that shows what workstations have Google Earth installed. Please help. Thanks!
Helpful Software reports
Here are a couple of helpful reports when looking for more software information. Softwares by workstation select WORKSTATIONNAME,SOFTWARENAME,PRODUCTVERSION,COMPANYNAME,SOFTWARETYPE from SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID order by 1 Change this to the following to find all software titles on a specific workstation in
Hiding Requet History from Requester
Is it possible to specify what information in the History of a Request is shown to the Requester or to simply switch that tab on or off? The requester should not be concerned with the details of the request i.e. who performed what action. The discussion is all information they really need and it is up to the IT department how they resolve the issue. Displaying names of technicians only lead to requesters trying to contact them directly. Any views on that?
Category List
I'm currently evaluating the ServiceDesk product and I'm impressed with what I've seen so far. We've been using BMC SDE since August and it's just not doing the job for us. I have a question about setting up request categories. In BMC, we have the ability to hide certain categories from requesters in the self-service portal because some categories we use are for internal purposes only. For example, we have a category called "meeting setup" that we use internally to handle room reservations in our
Scan of Workstation
Dear I have a problem to scan a workstation. We deactivated the firewall. The workstation exist allready in SD Plus. I deleted the workstation in the inventory. Made a new scan with the ip address, the workstation can be scan fine, after that I try to scan the werkstation in the inventroy with scan now. Result that The Workstation can't be scaned. Error: "FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist." I don't understand the problem.
SSL on my Service Desk Plus??
Hello Everyone, How can I load a SSL authentication to the Apache server on my box that I have Service Desk Plus on? Thanks Josh
Resolution template
Is it possible to create a resolution template or form the technician has to fill out when working on a resolution. This would provide us with pre-formated resolutions that could easily be transformed to a solution
Note Feature Moved up...
My users are complaining that the note feature when they respond to a ticket is located to far down the page. Is it possible to move the note feature under the request but above the request details?? Thanks Josh
Reply on closed request
Hi everybody, Who could help me with the following issue. When we close a request, the requester will receive an email. Mostly, they are very happy becuase their problem is solved. So they send a reply on the recieved email, and thank us for helping them. :P :P :P But..... that email is being fetched and their request is reopend again!!!!! This happened us several times a day. How can we solve this issue??? I thuoght it was a bug, but the SD Helpdeks told me it isn't. I had to make a SPAM rule which
configuring groups for email
How do i configure the groups to send email notifications when the group configuration wizard only selects technicians? If I create an email group id and call it a technician it will use a license. That would be double licenses usage. The email group and the technician.
Edit "Product Name" of an existing asset.
After I imported some assets I noticed that they didn't all have matching "Product Name"s. When I click on a specifc asset I am unable to edit the Product Name field. Is there a work around that will not require me to edit the orginal data and re-import? Example: Printer NCS-5227 is also Printer NCS5227 and even Printer NCS5277 (typo)
Question about Surveys and Assignation
It Is possible to restrict a requester to create a new Request until answer the last survey received ? I suggest to allow to include a note when an assignation becomes and send this note to the assigned technician. Thanks in advance.
5 patches and still no documentation
5 patches and still no documentation, I�m starting to doubt their ability to support the product.
Export /Import Assets
I wish to export all the assets to a spreadsheet and clean them up before flushing out what is there and importing the 'clean' sheet. How do I go about exporting the assets to a CSV?
SSL Access
I want to use Service desk over a secure connection (https) and want to know if i have to get a third party certificate? and if i do, how do i configure it? thanks Karl
Web Form Questions
I need to see if anyone knows how to use an xml web page to submit requests. I really don't want the requesters to be able to change priority because every request will be High and not normal. I would rather the requester state that they need this to be a high priority in the notes. Also, I need to know how to selectively send user surveys out because we have repeat offenders that put in requests and they get miffed that we send them a user survey. Thanks, Ed.
View groups with ease
Is there a way to view requests by group easier than searching. I'd like to just click a dropdown and see the requests qued for a group
Deleting Reports
I need help with deleting reports listed under the Report Tab and the tab called My Reports - we have a technician that created these reports but he nor being logged in as an adminstrator will allow you to delete the reports.
Can not send Notifications
We are evaluating the software and everytime we try to send a notification, it fails with the following two entries in the support log. Exception while trying to send notification for Request ID : 5 Mail sending failed. and Exception while trying to send notification for Request ID : 5 Null We have tried using two different mail servers (1 internal and 1 external) but they both end up with the same error.
An Update to 6003
Hi All, An hotfix to version 6.0 has been released. The latest build version is 6004. The hotfix is available @ http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-26_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
Formatting of html (rtf) replies
We are accepting html emails into servicedesk. These appear fine within the request window. However if we send a reply the original quoted email is reformatted and an additional carriage return is being entered for each existing carriage return. is there anything we can do to prevent this?
Requester Additional Fields
We have updated our site list to add a new location then saved. However when we try & log a call the site doesn't show up. I've logged out, shutdown I.E. & logged back in, but the site still doesn't show.
Migrate existing Data from MYSQL to MS-SQL
Hi There, I'm trying to figure out how to migrate my data from MYSQL to MS-SQL. Unfortunately I was unable to find a doc on how to do it. Creating a new database was easy, but how do i migrate my existing data ? Regards John
Search in Solutions not returning results
I've been using Service Desk for almost two years now and after the recent upgrade to 6003, search capabilities in Solutions do not return results. I've even tested by entering information in the new keyword field - still no results returned.
Summary report problem
Custom Summary report for inventory does not work in 6004. I see blank screen after go to Report wizard.
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