Service desk-plus
We are using fresh machine P-IV 1.72Ghz. 512 MB RAM, OS- WinXP -SP2 for installing Service desk plus version 5.5. But the problem is service for service desk plus starting for a while and get off immediately, without flashing any error. So may I know the reason behind this.
viewing the parent and child category?
Is there anyway of viewing the parent and child category. At the moment you can chose a sub category from a parent but you can not see the parent, this can cause problems is you have two or more childern categories that are the same.
Restore data from Build 5501 onto Build 5507?
We've just rebuilt our SDP server and have installed the latest build (5507) onto it. However, when it comes to restore our data which comes from 5501, it says... "Sorry, data cannot be restored. The data to be restored is not compatible with this installation of AdventNet ManageEngine ServiceDesk Plus" Any ideas how I can use this data? It seems pointless going all the way back to 5501 just to moved back to 5507. I've also sent this to support@servicedeskplus.com
AD USER CAN'T IPMORT want help thanks
some information Import Wizard Import results Import Requesters, Complete... 100% Completed... Imported 0 of 98 Requesters Total Requesters in Active Directory 98 � Added Records 0 � Overwritten Records 0 � Failed Records 98 why?thanksalot
Checking additional fields for SLAs
I appreciate that this will be sorted with the MSP version next year, but can we have the ability to check the email fields for a domain rather than an individual address please? We have an sla that depends on the job coming in from anyone@company.co.uk so to be able to check *@company.co.uk would be good. Thanks p.s. If it already exists can you point me to the correct place to set it up?
SD as subfolder while installing
hi, would like to know, whether its possible to install SD as subfolder instead of parent website ? for eg: i want to have url something like http://support.xyz.com/servicedesk ? if so, pls provide more details on the same. thank you ! regards,
How can I add a Printer to the Inventorylist?
Hey Guys I �ve got a problem I don�t know how to add a Printer manually to the Inventorylist without scaning a computer? I need the Solution very fast please. THX Madmike :D
What happend to the Merge Request option
Hey, I drilled down into the detail of a request and went to use the Merge Request option from the Action menu and it's gone. Where'd it go? I use that all the time. Thanks
How does email notification work for unpick request?
I configured a group with "Send notification to technician(s) when a request in this group is left unpicked" set to 5 minutes and turn on "Alert group members by Email, when a request is left unpicked in a group" under Notification rule. But still i am not receving any notification from the system once the request was not picked for more than 5 minutes. I created a group called "BSA technical support group" with technician "BSA technical support" and turn on this function to set to 5 minutes. It
Reporting (ie. Closed Request Last Week & Currently Open
I am trying to create a custom report for each of our clients (departments) at the end of the week, which I can forward on to them via e-mail (with the following parameters). 1. Show Closed Requests for the last week; & 2. Currently Open Requests. Is this possible? Thanks in advance,
possible to have requester fields hidden?
Is it possible to create additional fields for the requesters that are viewable only by technicians ? Thanks Greg
SD+ External Access
SD+ is currently configured for port 80. It works perfectly fine on our internal network. We would like users to be able to enter requests and to access SD+ from home or externally from our network. I am aware there is currently no IIS support, and every forum post i've read so far says I should be able to access SD+ externally. We've opened port 80 on our firewall and have an external static IP pointing to our internal static IP of our internal server. What am I doing wrong? Thanks for the help.
add custom fields to requesters
We ask our users to provide answers 3 sectary questions so we need the ability to attach the answers to there account. At the moment we are putting them in the notes window at the moment. Am I right in thinking that user can not see what is added to the requester notes by technicians? Can I ask for the ability to add custom fields to requesters account info to be added to the next update?
Help qurey needed urgently
hi, can someone please write me a query that shows me the workstations i have and the assests that are attached to them, need this pretty quick saves me going into each one and checking as we have a lot of machines, thanks
Due by Date Not being Calculated
Hi I am trying to enable the SLA part of Helpdesk after being disabled because there was not a business need. It is now not calculating the due by time/date. I am running version 5.5.0 build 5501. Thanks
Can't delete department
Hi there, I'm trying to delete a Department which I added earlier. Im sure there are no users linked to this department, though i can't delete it. I get the following message: FAILURE :Department is being used by a module. Hence cannot delete it. I restarted the ServiceDesk a few times, and checked al users.. What can I do from here? Regards, Nick
Dcom
I have been testing Service Desk for the past few days but I still get the Dcom error, I enabled the D com and I added ports 7, 135,445,1085. The thing is that I test it in VMWARE and I am able to ping the machine I am testing and I can VNC but I can not scan it. Here is the other catch the machine is not on a domain but when I select the network option or domain work group I still get the access denied error or DCOM. I do not think it is the DCOM the question is do I need to be a domain admin and
Categories
We are trying very hard to implement ITIL and SAS70 by making use of SD+. One area where I cannot seem to get a work around on is Change Control. I separate requests using the categories into 3: Incidents, Requests for Change and Requests for Service. (A generic example can be found at the bottom of this post) The trouble is that only certain users should have permission to make Requests for Change but I cannot stop them from choosing categories. Could there be a way to hide categories by permission
Integration with other web sites
Is it possible to integrate SD+ with other sites as for example add content to the requestor login? We have a support document service from another supplier. I would like to add a link to that service from the page a requestor log in to. As a menu link to: "Read our support documents" or something like that. Is it possible? Otherwise, suggestion for improvement.
Removing helpdesk portion without using liscenses
Currently we are using SD+ for inventory and solution uses, and have not yet implemented the help desk portion of the software. We want normal users (non-technicians) to be able to view the solutions that we have created in the software, but we dont want them using the help desk features of the software. I am aware that this can be setup by creating a role that gives users those permissions, but to do so would require us to have a license for each user. And since we cant modify the SDGuest role and
Export Contact for sending email
I have a question of the following: Is there a way to export contact for sending email. I can not found a way in the howto, en don`t understand "Road Map". I hope somebody can help my.
Unassign technician from existing request should show bold
We have upgraded to 5506 from 5001. Now new when only unassigning technician from existing request, but keeping the existing group the request does not show bold in the request list. Any setting issue or is this a bug? Pls advise / Thanks Matt
Duplicate scans of computers
I've noticed that for some reason, I've got multiple entries for the same workstation when I've done domain scans. Later we changed the system name of the computer (ie its name in active directory) and now we have duplicates. Is there any way to make the scans with the same service tag (which is the serial numbers in our case) to be a unique field, and whenever a scan is done that has the same serial number for it to override the info for that computer? We tend to do a lot of reformats and change
Department heads to see all requests for their department
The subject title pretty much sums it up. Not able to do anything but just see the status and information. Thanks Darren
blank page
one thing we have noticed latly is, when i log on to the service desk first thing in the morning, i load the page and it says done but the page is blank, i have to log onto the server and restart for it to be ok again, any advice would be appreciated. many thanks ryan
Business Rules not always working (depending on address)
Hello, I have some business rules setup to assign emails to a particular group or technician based on which email address it was sent to. I've found out that any email address with the word "support" in it will circumvent the business rule and simply leave the message unassigned. Is this a glitch and is there any way to work around this? Thanks for your help! Greg.
How to Identify NON-PC hardware?
Hello, is there a way to identify NON-PC devices (like ThinClient, routers and similar things) within our network. Those are currently listed as �Not-Assigned�. Kind regards Wolfgang
Global View and Lost Connection
2 Issues: 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. We are running SD+ Version 5.5.0 Service Pack 5502 Thanks
Connection to RPC server in the workstation failed
Ok, I use to be able to scan computers on our network without a problem...now I cannot do this any longer. The error message is: "Connection to RPC server in the workstation failed" I've seen other posts on here about this and it seems no one has a solution...but I'm positive that there has to be one, so I'm trying it again. I'm running our SD+ on a Windows Server 2003 R2 SP1 and I know there are some issues with this platform on the SD side that are being worked on, but it's regarding another issue.
Filter Requesters
Is there a way currently (or in the upcoming Sept. release) to filter requesters within the admin account? We currently have two requesters whose resolutions cannot be completed within the next couple of months due to hardware and software upgrades that need completed first. Currently about 80% of our request list is comprised of these two requesters and we find ourselves needing to sift through a very long list to find the requests than demand our immediate attention. If there was a way to create
Newbie User - Old Import Query - Possibly
I have just bought the SD+ ( amongst other adventnet Product ) ... It is brill. I have gone through the forums to see if there were possibilities around importing request details from an older other OEM helpdesk. I read in a post from last may that such a feature was due q4 2006. Any update? DOLO
Global View - Lost Connection - Cant Start Service
3 Issues: Running SD+ 5.5.0 Build 5502 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. Then: Migrated to 5506 3) Cannot
setup scan over internet
I want to scan my workstations which location in serval locations. They are setup as workgroup and connect to internet by DSL. How can I setup the SD+ to show those workstations?
new W.S. config: status "location" field
Hi all, in the admin module of SD+ I have added all our company's locations. However when I try to add a new workstation, the location field (under general info) is NOT a <PULL DOWN> box filled with those locations be a free form where anything can be added. Isn't this inconsistent, will I not get all kinds of different locations besides my default locations added under <admin>. How will this be stored in the database and will this not result in discrepancies when generating reports for locations,
Hotfix released
Hi All, Here comes another update to 5.5 version. The latest build version of SD+ is 5507. You can download the same from here: manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-20_0.ppm Issues fixed in Hotfix- Build 5507: * 'This week' graph in global view not displayed properly has been fixed. Instructions to apply this hotfix: 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin
new request: attach "asset" instead of "works
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
delete location: data integrity?
Hi, we were wondering what would happen to SD+ if we delete a "location" which has active requests. For example we could delete the default "India" location without any trouble or warning related to the database integrity. Will there be consistency when I delete a location that has assigned tickets and what will the location of those tickets be? thanks, stefan.
scann in progress all the time - Databas maintanance
Hi all, It seems that windows domain scanning get crazy. It's running all the time. But in inventory is nothing new. We have also noticed that HelpDesk is very slow with responding when you want to reply on some helprequest for example. We just wondering can we do some database maintainance to re-organise database. Is it possible to get username and password for mysql database. Please respond! BR /Meli
Notification Rules: Additional
We would like to add a new Requester Notification - Send a notification to the Requestor when a technician has been assigned to their ticket - include technician information. Is that on your roadmap? Thanks
Forwarding a request generates new request
I just discovered a problem with the request forwarding feature. When I forward a request to a person other than the one that created the request, and that person replies back, it creates a new request instead of just adding to the conversation on the existing request. Oddly, the reply feature doesn't have this problem. The problem was previously described in the following post on this message board: forums.adventnet.com/viewtopic.php?t=10304 Currently we are using the merge request feature to handle
Next Page