Data Import
I am attempting to reformat "Microsoft Access" Data to prepare for import into the Service Desk system. I would like to use Navicat to do so for the ease of formatting and the importing into the MySQL engine however I cannot connect to the database from Navicat and any help with this issue will be appreciated. Once the import is complete and the testing is done my firm will purchase the 5 technician license but it is imperative that we conduct this test prior to purchasing. Thank you, DMORGAN
Created ticket report?
Is there a way of see who has created the original ticket before assigning to another technican??
SP16
hi can i get a copy of sp16, as this is what our current server is running, i dont want to update to 5507, as the new release is coming out, so i need this SP16 so i can build a test server and have it running the same config as our live server and from here i will do the SD 6 upgrade. hope you can help many thanks Ryan
Self register
Is there a way to have the default logon screen allow a new user to create a user ID and password?
where is the field of location list-description is used ?
where is the field of location list-description is used ?
How can I manually add hardware details
Wondering if there is a way to manually add hardware details to a workstation. We have no scanning software and no really need for it, I don't mind having someone punch in the limited number of assets we have. I checked the forums and the documentation, couldn't find any reference to this. Did I miss something really obvious? thanks /k PS this is a duplicate of an anonymous posting i just made.
Customizing Login Page
We are currently testing the ServiceDesk and are really impressed with that software. I want to edit the login page to see if we can change the links on the bottom right hand corner of the login page to our website and tech support? Please tell me how to change this. Best Regards, Wajid. Nazvik Communications wajidmi@yahoo.com +966502156944
How to manually add hardware details?
Hullo, Wondering if there is a way to manually add hardware details: specifically things like hard drives, NIC, cards, etc. I've looked through the forums and the documentation, I hope I didn't missing something really obvious /kincy
All "fields" available in all sections of system
It would be very helpful to see all of the fields that we create and that the system already recognizes to be available in every segment/process of the System. For example I can not without creating a query run a report on groups(queues). In SLA I can not select groups in any section. In business rules I do not have the option to send additional emails as the action to perform, groups is not available here. Category Status Level Mode Priority Requester Technician Group All additional requester fields
Asset list by department
Okay, I'm on 5007 and want to get this report done for our insurance people. All I want is a list of assets for one department. A little like the time spent report by department, for only one department. How is this done? I've tried creating a custom report on inventory, however this will only allow workstations. Help?
Additional templates for reply to requester
Hi We use SD+ for a number of purposes, and one of them involves manual reponses to incoming email requests - it can be any one of 4 different responses! So, is there any way of accessing a template for a response to a request, perhaps some sort of pick list - we just copy and paste at present which is a bit dull. Thanks Robin
Plain Text Passwords
Today I realized that authentication to SDP occurs in plain text. If integrated in ActiveDirectory authentication this is a big security leak. How do I manage SDP to work SSL encrypted ? Regards John
Request by Email
Email fetching and sending (including SMS notification) is working great, which makes me very happy while testing this product. But, when the request shows up in the requests' queue, all looks good except the Group column. It places the request in the first group that is defined in the Groups' list, in my case is called "Clinical Systems". I would like the default group to be "none" or some other more appropriate defined group. So, how can I define a default group for requests that are posted by
network workgroup scan
I am trying to config the network scan on the SD+. I have 12 remote locations running under workgroup. I want to do a inventory/asset scan on those locations. When I put the public ip address, it scan the whole subnet. How I can scan those workstations?
Database + Customization
Hi, I am analyzing the ServiceDesk Plus Product as per the requirement. But i am unable to find it Database. Then i found a Sybase database. Is this software only uses sybase database or it can use SQL Database? If yes, then how? I am also looking into the ways by which i can customized the product as per my need. e.g. i want to change the caption of LEVEL field in the Request window to URGENCY... How can i achieve this. I also wanted to add some more reports. Is this possible or not? Would request
SD+: Ticket Report with Details
Adventnet, Is it possible to pull a report for a range of tickets with the details of the ticket captured in the report? We need to look at a number of tickets from a high level perspective and do not get enough information by just looking at the title of the ticket. Any help on this would be much appreciated. Regards, Justin
Scheduled report emails blank
Has anyone tried the scheduled report email function only to have a blank email end up in your inbox? Is there a fix for this?
"Import requesters from Active Directory" feature
Hello folks, i just 'found' a bug on the "Import requesters from Active Directory" feature that is kind of stoping my evaluation of this software for wide use on my company. the bug can be reproduced following these steps: On the Active Directory, Create an OU with the slash character, for example: [Active Directory Users and Computers] [-] |_ mydomain.local | [-] MyDepartment | |_ _ _[+] Staff/Bananas | | |_ _ _[+] GeneralUsers | | [+] OtherDepartments On this structure, all the OU's will show on
Report field sorting
I was wondering if there was a way to sort fields by (ascending/descending) within groups. I've created a new report that groups computers by CPU Type, but I also want to sort the CPU Speed field in ascending order to easily see who has the slowest machines and who has the fastest ones. Is this possible?
how to convert the time ticks to user readable format
hi, how to convert the time ticks to user readable format(dd/mm/yy)
Operation failed, couldn't bind to the Active Directory Serv
We are using optilive 5.5 Servicedesk _Plus for all users. user opens call through Internet explorer via using their Domain Login. But since two days we have error code as stated in subject whenever any user is trying to open call through Network �password incorrect� . We have checked the setting in server but if we are trying to import the data from AD its given error message as shown in the attached below. User are not able to open call with domain login. The Activedirectry option is enabled but
Asked to Login Over and Over
I've downloaded and installed the SD Plus on our test server and so far I like what I'm seeing. However I've got a couple of questions and one issue... The issue I'm seeing is that my users, all the ones testing are being asked to log in each time they attempt to access a different section of the screen. I did search through the forums and found a couple of references to the same problem, one specifically http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002657781amp;highlight=log
Custom Report -- SQL query vs. Wizard
Is there a way to edit the actual SQL query of a custom report instead of editing it using the Report Wizard? If fields that I would like to use in a report do not show up in the wizard, would I have to make the entire report from scratch as a New Query Report? I am creating a Purchasing Report that is grouped by POName (that we use as cost center). I would like to have the details (individual items purchased) of the PO vs. the summary of the PO in the report. These items are not available for selection
Installation Help
I installed ServiceDesk Plus per instructions. The only difference is that it was installed to another hard drive on the server. It won't start the ManageEngine ServiceDesk Plus service. I don't get an error when starting it from Start, Programs....but if I try to manually start it in the Services list, I get this error: The ManageEngine ServiceDesk Plus service started and then stopped. Some services stop automatically if they have no work to do. Any suggestions?
Problems with IE
HI! I have installed servicedesk plus, and when users access the portal with Internet Explorer the page is show correctly and keep on asking the user and password. :( With firefox everything works just fine :) Can't anyone help me? Thanks
Customizing Home View
Hello All, I was just wondering if it was possible to customise the Home view to have it open up with "All Requests Summary" rather then "My Calls Summary". Reason for this is the Manager would like to be able to use that view seeing as he doesnt have any calls assigned to him, he would like an overall view. Is this possible?
Getting column averages in report
I have created two separate queries that work rather nicely on their own. The first displays each survey number and the answers to each individual question: select sd.surveyID , max(case when sd.surQuesID = 1 then sd.SurAnsID end) as Q1 , max(case when sd.surQuesID = 2 then sd.SurAnsID end) as Q2 , max(case when sd.surQuesID = 3 then sd.SurAnsID end) as Q3 , max(case when sd.surQuesID = 4 then sd.SurAnsID end) as Q4 , max(case when sd.surQuesID = 5 then sd.SurAnsID end) as Q5 from SurveyDetails sd
giftplas
Hello Impressive webpage! I like it a lot! I'm looking forward to the next update Bye
problems with Reports
Hi I am running reports to gather information about all jobs logged in a month, I have set the criteria to filter all jobs and what dates it needs to look for. There is a discrepency between the total number of jobs in the helpdesk and the total number I get after adding up totals for each month, surely these should be the same? Is there something I am doing wrong? All help appreciated...Thanks
SLA / Escalation Email
Techs who get the escalated email after the SLA is passed, there is not enough description in the email. I am able to change the notification details on some emails, but can not find the one for sla ones. any help>?
Peer to Peer network scan
Network scan fails, individual workstation scan fails. Following troubleshooting givin in this forum: net use \\machinename\C$ /user:administrator "<password>" gives System error 5 has occurred. Access is denied. Administrator password is the same on both the XP host of ServiceDesk and the XP workstation. Both pc's are XP Pro SP2. Any suggestions? Also posting this as guest because unable to register, it tells me I have tried to register too many times.
Domain Windows Nt 4.0
AdventNet Service Desk works win domain NT 4.0 in clients or users
AD LDAP integrations
When is full LDAP integration coming out in your product so users log straight in with out needing to type in their username.. Get this done and we`ll buy the product. 500 users, 25 technicians... Come on now..
Reports
Hi, I wonder if it would be possible to include a summary of the description of the request in reports. We would like to be able to export a list with issues and get a short summary of what they are about. The subject field is not quite enough. Brgds Marie
Software Register Import to SD+
Can you tell me if there is an easy way to import from my old software register.csv file into service desk so I can then allocate the licences to appropriate users.
Software scanning result
Is there a way that I can perform multiple software searches under ServiceDesk's Inventory>workstation >software>search field ? For an example I like to search for to the installed softwares: I want to search for Windows XP Hotfix - KB873339 and Security Update for Windows XP (KB890046). Right now I am search one software at a time in the field. This would be the ultimate goal but not sure if this can be done, would be possible to search all of our network workstations to see if an security patch
survey
Can the following reply message from the survey request be changed? This is the info that appears to the user requesting the survey be completed. "Kindly follow the below link to take up the survey : " I see how to change this info (Please help us improve our service by completing this short survey) I don't see a way to change the other info. My manager does not like the "canned" message.
rubish characters in mail
My users recieve mail that looks like this: >Förändring på servern gjord. > >Testa igen och tala om hur det går. > As you can see (at least some of you) it's almost complete garbish... I guess it is the notoriously broken UTF support in our mail client, but can I change this somewhere in SD+?
Change the Request ID start number?
Can i change the number that the program starts issuing requests from? I.E. can I start at 0001 instead of 1? Also, is there a way to purge the database of all calls logged once i'm finished testing, so I can "go live" starting from 0001?
Re-importing Users from Active Directory
Just a quick question. When re-importing users from Active Directory, do all existing requestor passwords get overwritten on Service Desk?
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