Hide Tabs From Requesters
We have been using SD+ for the past few years internally. Shortly, we are going to make SD+ available to external partners via a web url for issue reporting. Is there a way to hide tabs from external users? I would like to hide the "Solutions" tab and info from our external user login accounts. They don't need to be able to query solutions to our internal issues over the last few years. External users will be using SD+ strictly to just report issues to our company as requesters in SD+. Currently
reopen tickets
Hi, how do I reopen a ticket as a technician? Is it a simple as changing the status from closed to open? The reason I ask is that when I did that the ticket shows as open but does not seem to have a new create date. Should it? Some guidance would be helpful. Thanks
servicedesk doesn't start
Hi; When I open the SD+ it can't starting. "There is an error There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." How can i resolve this? STATUS | wrapper | 2005/10/26 13:52:26 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/10/26 13:56:28 | Starting the ManageEngine ServiceDesk 4 service... STATUS | wrapper | 2005/10/26 13:56:28 | --> Wrapper Started as Service STATUS | wrapper | 2005/10/26 13:56:28 | Launching a JVM... INFO | wrapper | 2005/10/26
Need some advice - does SD+ suit us?
Hi, We are a small, relatively new IT company. Historically, many of our IT clients have been small SOHO sort of clients. In the last couple years we have moved into the 25+ computer companies, and recently have (potentially) now signed a government / enterprise level client in the 75-100 computer level, with significant expansion coming soon. We're running 2-4 technicians. In an attempt to be proactive, we're trying to get out ahead of the need for a ticketing / asset tracking system and have
different closing rules for different groups
Currently I am not using sites, SDplus enterprise 7.6 In our company we have 3 groups to support our users. 1. network group (managed by network dept) 2. desktop group (managed by support dept) 3. server group (managed by support dept) I would like to not include group 1 when I set request closing rules as I do not manage them and they have different processes. I do not see how this can be done so next I thought of creating a separate site. This looks like it will not work as I have to assign requesters
Scanning Asset Domains from across the Internet?
Just wondering if anyone knows if this is possible. Completely dropping the firewall in some locations makes it possible to connect to the AD computer, however scanning the network doesn't work... obviously this is because of the whole NAT issue, but rather than fight a ton, I thought I'd ask if there was a known solution to this... I'm assuming connecting into the local network through a VPN would be one solution... >>>Michael
Exception_Access_Violation
Receiving the following error in Wrapper.log after crash of SD+. SD+ only runs for about 4.5 minutes before crash. SD service always stays running. Also, mail fetching only work immediately after restart then fails subsequent times. INFO | jvm 1 | 2009/03/06 19:37:59 | SDPCrash-OutOfMemoryError STATUS | wrapper | 2009/03/06 19:37:59 | Filter trigger matched. Restarting JVM. INFO | jvm 1 | 2009/03/06 19:38:25 | # INFO | jvm 1 | 2009/03/06 19:38:25 | # An unexpected error has been detected by HotSpot
Can the standalone workstation scan script collect UDF data also?
If we know how to collect more data using the standalone audit VBScript, would the import routine be able to import the data into UDF fields such as UDF_CHAR1, etc? If so, how would we format the data? Dave
How do you allocate a software license to an asset or user?
I have tried everything and cannot figure out how to do this. I have allocated the licenses but I am stuck. How do I proceed? Thanks, Thomas
Reports Not Working Properly
Since updating to 7.6 from 7514 the following issue has started: We have an advanced matrix report that should show time spent on requests for the week (cost entry date). However, when the report is run it seems to pick random weeks from the beginning of SD+'s existence in our organisation. When I 'edit' the report but change nothing and re-run it, the correct data is shown for the current week. Cheers John
Asset Information
What assets scan in the Audit Setting? Currently we have the Audit Settings set to Daily scan, but what all does this scan? Just workstations, or Workstations and printers?etc Also, We added additional fields in the Asset - Additional Fields, called Product Model (Pick list) and Product Location (single-line). These are primarily regarding to Printers How can we include those fields into a query that can display the % supplies remaining for each printer listed by Product Location? Currently for the
Technician's Request View - Default?
I created a custom view for a Technician that shows all requests that are not closed. When he logs in every day, the default view is "Open Requests" when he clicks on Requests for the first time. I would like it to default to the new view I created. Is there a way to have this be the default view when he logs in for the first time clicks on Requests?
SD+ 7.6 urgency and impact
In playing with the business rules I notice reference to urgency and impact. The manual (not updated for 7.6) mentions that I should see in the admin tab under help desk customizer a link to impact and urgency in the side bar. I do not see these links. Am I missing something? How can I use these fields? Thanks
Technician Roles - Advanced Permissions
It would seem that the permissions are not quite as fine tuned as I would expect. For example, if a technician wants to edit their notes, they need the 'Delete' -> 'Editing/Deleting Others notes' permission set. This means they can edit every note registered as well as their own. Surely this needs to be seperated so they can either, edit/delete their own notes/work logs/tasks or do so with everybodies. I don't really want my technicians being able to change other technicians notes. Perhaps I'm
Report from V7022 no longer working in V7514
Recently upgraded from 7022 to 7514, and now found that some of our custom query reports no longer work. Just throw Java errrors. Please advise how to fix the report, I guess some fields have moved tables. Query: select sI.workstationname as "Computer", ress.displaystate as "State", swl.SoftwareName as "Software", swl.filevendor as "Manufacturer" FROm systeminfo as si LEFT JOIN softwareinfo as SWI ON si.workstationid = swi.workstationid LEFT JOIN resources as res on res.resourceid = si.workstationid
Duplicate workstation problem
Hi, We have MANY (possibly over half) the workstations duplicated. (See attached). I cannot just delete one of them as BOTH of them have service histories that we need to keep. Is there a way that I can eiher merge the workstations or move the history from one to the other so that I can clean up the database. The big issue we are facing here is that we have run out of workstation licences because of this. I need to fix this as the licences are EXPENSIVE!
Using Workstation Import to update information
If I import workstation information should it update existing records? I ask as I have a batch of workstations that need their names and domain changing and at present we can't scan them to get the update automatically. I had expected that if I prepared a CSV import file with the new workstation name and old Service Tag in it the import would note that it already had a device with the same service tag and update it. What I found was 2 assets in the system with the same service tag, the old and new
can you back up configuration separately from data?
I want to configure 7.6 SD+ on a test box with fake tickets. When I am done, I would like to transfer the configuration (business rules, templates, etc) to the live box with real tickets. Any way to do this?
Quicker way to mark a request as "resolved"?
We love the feature where a "resolved" ticket automatically emails the requester and asks them to close it. However, there isn't a quick "resolve" button like there is for "close". It seems you have to click edit > select "resolved" from the status field > click update request. Is there a quicker way? Jim Goings Webtrends 7.5.0 Build 7514
7.6 Mobile Client and LDAP
We are unable to login to the mobile client using LDAP authintication. It asks for a domain and the only choice is WORKGROUP.
Possible to see email headers within servicedesk?
We just "migrated" from our old helpdesk system to ServiceDesk this week. One of the major concerns we have is that we can't see the email headers on incoming emails and replies. Is it possible at all? We have two issues that make us want to see the headers: 1) We are troubleshooting why some requests aren't getting auto-assigned to a group, but without seeing the headers, this is difficult. 2) It would be nice to see who was cc'd on incoming requests and be able to respond to them. Jim 7.5.0 Build
SD+ 7.6 IT Services List
Hi, I noticed in SD+ 7.6 Profesional that there is a possibilty to add IT Services to a list in the Admin tab. What is the purpose of this list cause I can't figure out where it could be used? Am I missing something? Thanks. Kind regards, Waldo
7.6 Release
Since I am being asked by my manager (over and over again), I will ask you guys again. What is the status on the 7.6 release? This is truly becoming a joke at this point guys.
Comments over SDP 7.6 beta
Users, Please use this topic to post your comments over SDP 7.6 beta. Related topic on 7.6 beta and release delay is : http://forums.manageengine.com/?ftid=49000002677413 regards, Uma.. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Requestor ability to view all requests
Is there a way to allow a requestor to view all requests? They don't need the ability to modify anything, also this doesn't need to be password protected.
Recording monthly leasing costs in Asset Management.
In the SDP Asset Module, I can check whether an asset is leased or purchased and record the cost of the purchase. Is there any place I can record the ongoing monthly leasing costs on large items such as copiers? Thank you, Don
SD+ Scheduled Backup - UNC Path
Hi Wondering if anybody runs their scheduled backups to a remote UNC path? If so, how do you authenticate to the remote server? Do you run the SD+ service as a domain user? Any ideas appreciated. Thanks. Dave
Changing request template removes entered data
Hi, Has anyone else noticed that when the request template is changed that the data entered for the request is removed? Example: select new request select a requester Change Template from drop down Template changes and details disappearI understand that some templates require different fields and default values, but shouldn't some info be retained, such as the actual requester? Thanks.
SD Admin Technician
I recently took over the role of managing our servicedesk install and I noticed there is a technician called sdadmin in the list. We are currently very close to our license threshold for technicians. So, can I remove this sdadmin technician or does it serve some purpose? FYI I am NOT talking about the sdadmin role, just a technician with the name sdadmin. Cheers!
my open or unassigned
Hi, I am looking for confirmation that the following is true: The "my open or unassigned" view excludes unassigned requests in technician groups that a user is not a member of. Thanks.
Self Service Portal Entry Page
I was wondering if we are able to change the words of "I am having issues with:" (as shown below) to something else? Many Thanks in advance. Richard
Change "department" field of several requests
Hi, via "Request - filter" + button "edit Requests" one is able to change fields of several requests in one time. I want to change the fields "site" and "department" but only the field "site" is available... (see attach) Is there a way to add the field "department" as well? Tomas - SD 7.5.0 - Build 7514
Move MYSQL Database
We currently have ServiceDesk Plus installed and running and would like to move the Mysql database to an external mysql dedicated server. Could you tell me the procces of doing this, do we have to copy the data files and do a new install and point to the new database or is there a way of moving the current data?
MySQL query - List of ticket(s) resolved within specific days.
Hi, Please help me to create a query for : 1) List of resolved ticket within 3 days 2) List of resolved ticket within 6 days I also want to manipulate the query to list ticket for specific department only. Hope you can show me example. I'm using SDP Version : 7.5.0 Build 7506 with MySQL database on SuSe. Thanking you. regards, Kyle
Set default asset for a Request template (PRINTER)
Hi, Is it possible to set a default "asset\asset group" for a Request Templates? We would like to make it as easy and quick as possible to select correct problem asset. This issue comes up e.g. in printer problems. If the users (or techniccians) have to go through long menus to set the correct printer, it's not going to get done. I haven't really came up with any clear solution for handling the PRINTER requests. - Juha
Link a technician to a subcategory
Hello, Is it possible to link a technician to a subcategory. Now its only possible to link a technician to a main category. Thanks, Richard
Query about closing mail and cases being automatically assigned
Hi, Just two queries.. First one is when a case is closed in service desk, (our version is 7.5.0 Build number 7508) is there any way to prevent the user from sending a mail, or what is the best way to close\resolve it without user sending a mail? When the calls are added to service desk, is there a way to set it up so calls are logged automatically to each agent? Any tips and tricks for service desk plus would be appreciated, alongside explanations of those two queries.. Cheers...
Is it possible to link 2 tickets together instead of merging them?
I'm looking to see if AdventNet has the capabilities to create parent or child tickets or at least link 2 tickets together instead of merging them.
Documentation to impliment IT Helpdesk system
Hi, Is there documents to how to install IT helpdesk and customize IT Helpdesk system?
Multiple Active directory for one Servise desk plus server
Hi all, We are evaluating the Service desk plus , i am looking for the subjected feature. Can we have 2 or 3 windows 2003 active directory in one database of the SERVICE DESK PLUS. Looking forward for reply. Thanks'
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