Cannot restore data
Have patched SD+ from 5501 to the newest version (5504 i think). Have tried to restore the data to SD+ using <servicedesk>\bin\restoredata.bat but during the restore a message pops up saying "data cannot be restored. data is not compatible with this installation of SD+"
4 requests missing from list, but still show up in reports
Problem Description: 4 requests seemed to disappear over the past few days. Now, there's a difference between the number of requests listed on my main work order page (12) and the number of requests in my custom "Complete List of Requests" report (16). In other words, the missing requests still show up in reports, but not in the request list. Notes: I'm displaying all requests on the work order page. There's nothing obviously similar about the "invisible" requests (those that appear in reports, but
Reassigning Closed tickets?
Is there a way of preventing Technician's from reassigning "closed" tickets? What would be the reason of not having it locked down? Can I setup a way of having assigning a ticket to "one way" meaning a tech can ONLY assign a ticket to himself and a manager can assign it to a tech. I don't want techs to assign one to the other. Thanks,
Moving database
Is there a way to quickly move the active database from one local drive to another? or will this require the software to be reinstalled? Thanks DRP
create two forms
Hello I am working at one of the college in UAE, I downloaded the software and our college deal with two types of helpdesk requests 1- Laptop requests And 2- Staff request And each form had some certain type of field is there any way to create two forms please advice thank you Regards klaithem
Requesters viewing their assets and contracts
I can't seem to identify how to allow requesters to log into the ServiceDesk interface and view the assets that they own and the current status of their contracts. We have assigned assets to being owned by requester users, and want these users to be able to log in and see their assets, and see the status of their contracts on those assets. I can't see how to do this, without creating a new role that permits this, however the roles don't appear to be able to be applied to the requesters, just technicians.
Getting tricky with subject lines
Is it possible to do more with subject lines (in emails sent to service desk) than associating with an existing ticket? For instance, I (as the manager) want to send a user an email, copy Copy ServiceDesk on the mail and assign it to a tech or a priority/severity level - all by including key words in the subject line. If this is possible, is there a master list of all the fields that can be affected by these keywords? Thanks! Jim Jernigan Redmond, WA USA
Technicians not listed in Requester List
Should I expect to find a Technician in the Requester List?
BUG on Request list
hi, I,ve detect a bug on the Requests list. When you put the mouse over the title of the request you have a small windows that appear. Inside you have the Request ID, Category, Title and description. But when you have an <'> (simple quote) inside the category name, evry thing after the <'> doesn't appear on screen. i hope, i help
Custom Priorities
When adding new priorities, I am unable to set a default due by time/date for them. I initially thought it was tied to SLA but that appears not to be the case. How can I assign a default date/time to a custom priority?
Modifying the initial email
SD+ sends an email initial email to email addresses that are not in the system. Part of it reads �Please find your self-service login details for AdventNet ManageEngine ServiceDesk Plus, a HelpDesk application��where can I go to modify this message? Thanks,
Missing filter area on Inventory
Occassionally, the filter on the inventory screen (both preset and advanced) disappears. Any suggestions as to what may be causing this and how to get it back. I have tried refreshing, navigating to other areas and back again, closing the browser and starting a new one. A screenshot is attached Regards Paul [/img]
Products vs Assets
Ok getting to grips with this now. I have "Assets", "Vendors", "Products" and "Licences" but when I raise a Purchase order I only appear to see ONE item in my list of available items to add. where am I going wrong? Basically I have Hardware, Monitors, Keyboards, Printers and Software. It is the Software that causes me the most grief so that is where i want to get to.
Mistake at updating ServiceDesk
Mistake at updating ServiceDesk. It is established on Win XP Professional. The full broad gully is resulted in the attached file. Your help is necessary. Thanks. sinov@hotmail.ru
AD Import Bug
Hi, I recently tried to do an import from AD to add my new users. We have approximately 5000 users. About 80% of the import succeeded and the remainder failed. After that, I tried a few small imports (90-100 users each) and those failed as well. I saw a thread here about AD import being a memory hog, and sure enough, after the imports, my SDP instance was using upwards of 1.5GB of memory. I rebooted the server, and afterwards the imports worked properly. This seems to be a memory leak, and for whatever
Administrator account in AD has full access
Hi, I imported all AD users into the system. I only want to have the 3 user technicians that I have setup to have full access. When I log onto the system with our domain/administrator this account has full access to the product. I uninstalled and reinstalled the product and then just imported the OU groups that I wanted and without any Administrator accounts to see if this would work but it still allows domain/administrator to log in with full access. Can this be disabled? As I only want to give
Local Authentication
Hi, The application has been working ok. However now when I add a new requester they have to use "local authentication" and not the domain. When they try to use the domain they get "Username or Password is incorrect". When the use local authentication its fine" Can you please advise. Thanks Mike
Technician's Rights
I want to setup SD with 5 technicians, 2 for hardware 2 development. I want to prevent one team from seeing the others and visa versa. I also want all 4 technicians NOT to be able to delete any tickets. They can assign/reassign/open/close but NOT delete. This right should only be at the manager�s level. Is this possible and how can I do this?
Yet again.... a Service Pack..... Build Version 5504
Download the latest hotfix from : http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-17_0.ppm 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 folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version No>_0_0_SP-x_0.ppm file that
Requesters to close their own tickets
Is there a way that I can give rights to a requester (client) rights to close their own tickets? There are times were the requested will create a ticket but then �resolve� it on their own. Thanks,
Attachments for Assets
Attachments for assets would be a great addition to the product.
New Query report
Hi Can u pls tell me what this option is meant for :New Query report in build 5503. Regards,
Exporting data from SD+ and Accessing the backend db
Dear Sir or Madam: We are evaluating your software for our firm. Our firm needs to analyze all the data associated with requests entered into SD+. Is there a way we could access the data from your backend database. We would like to run SQL queries so that we can search for data that we need. Moreover, Is there anyway we could export the data to something like Microsoft Project? Thank you. Sincerely, E Cyriac
Making fields mandatory
I added some field in "Requester - Additional Fields" I'd like to know how/if I can make those filed mandatory. Also how can I remove "built in" fields? Thanks,
Basic question
hi All We have just got Service Desk plus, can i ask a very basic question when a normal network user wishes to report a fault, do they need to log into the service desk (with a guest account) to get access to the Helpdesk - Request form ????, if not what will the URL be ??? Thanks Paul Stott
Problems logging in from the link to the requester
After clicking on a link to look at the status of a job, we are getting an error see the attachment. If we copy and paste the link it works ok. Click for details : http://owa.national-auto.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=7 The actual hyperlink is- http://172.16.0.1:8080/http:/owa.national-auto.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=7 172.16.0.1 is the correct IP for the server that is hosting the software ..?
serious issues with reports
The reports module of SD+ is seriously letting down the product. Before I list the issues I am experiencing with this part of the product is there any intention of replacing the current reporting facility in the next release? I have some many problems (more since applying the latest patchset) that i do not want to waste my time listing them if they are likely to disappear in the next few weeks. Your reply will give me an indication as to how serious you consider the problems to be. Regards Paul
Addition Field - Character Limit?
I have created a mulit-line additional field under assets that I had planned on storing multi-line product keys, but there seems to be a character limit as to the length of string it will accept. Is this correct? I am not able to store some of my product keys in this multi-line field because it gets cut off after X number of characters.
Translation
Hi, can you tell me where i can find the language files? I want to translate Servicedesk into Dutch. Or do you have templates where i can modify the language (complete interface) thanks Stefan
Next ServiceDesk release date?
Hi, could you please tell me when your are likely to release the next ServiceDesk version ? Are we talking days, weeks or months ? We are really struggling with the product and could do with some of the new enhancements etc. Thank you. Gary Key.
Link from SD+ to OpMgr not working
Hi, We're running SD+ and OpMgr on the same machine. SD+ is installed on port80. OpMgr is on port8080. The link from OpMgr to SD+ works fine including asset reports etc, etc 'cos we are able to configure port,user,pwd for SD+ in OpMgr. Connection tests OK. But when we click on the link in SD+ to switch to OpMgr we get an error 'cos it's trying to access http:\\<machine name>:null instead of http:\\<machine name>:8080 Please can you tell me how we can configure the port that SD+ tries to connect to
Request Filter - Suggestion
It would be handy to have a filter for Technician's whom I dont want to have admin access to filter BY Catagory. I know you can view catagories in the global view but that is not available to my Technicians.
Software Licensing
Hi, It would be great to be able to attach a software licence number to a software asset, i.e. on the "Add a licence" screen be able to specify a licence number for either an individual copy or a number of copies (group licence) and then be able to allocate these to workstations, including identifying Windows XP as a piece of software in it's own right. Anyone else need / like this? Richard
Mandatory Resolution Categories
Wondering if it is possible to do the following with current version of software? Or is it planned for the next release? 1. The ability to make a resolution mandatory before a call is closed. The pre-defined resolution categories should be able to be chosen from a drop down box, this functionality doesn't seem to exist as yet, there is only a free text field, which doesn't add much value. 2. Remove the ability to manually set a due by date (no point having due by date set according to pre-defined
MS SQL and language translation
You guys answered to a user that asked when it will be possible to work with MS SQL 200x last year that it will be available in 6-8 weeks so 6-8 weeks were sooo long ago are you really planning to make this move or you plan to stay with those "free" sql db engine. GET REAL !!!! Your Helpdesk application is the best but why not earn the money it deserves??? Your company will profit great earnings with this move think about it. The world works on Microsoft's platform is not the best but "If you can't
Domain scan through Windows firewall - with a twist.
Pretty straight forward question, which may or may not have a solution. Primarily a Windows XP user base, however our primary domain controller is Windows 2000 server. Is there a way I can allow ServiceDesk domain scan to pass through the Windows firewall without access to the XP specific group policy settings? In a perfect world the primary domain controller would be Server 2003, however its not. - Michael
Missing spaces in request
Is anyone else experiencing this bug? We are running SD version 5.0.0 build 5008. When a requester emails the service desk and the system automatically opens a ticket, often we see (apparently) random spaces missing between words in the body of the ticket request. Here's an example: Original email (sent in html format from Outlook): Just a reminder, per our conversation earlier this morning, that University Day is coming up on Thursday, June 8, and we need to arrange for audio-visual equipment to
Asset Attachment Feature Request
Any way we could get attachments for assets. This would be helpful for scans of invoices, packing slips and electronic user manuals.
Knowledge Base
Does anyone know of a place where we can get some canned knowledge base info to add to the solutions area? Is there a way to import this information easily (assuming there will be a large amount)? :?:
Mandatory field set up when closing calls
I'm looking for a way to make sure requests are not closed without the following fields being filled out. Category, Technician can this be done. thank you
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