Fields within a Request change by themselves
We didn't change these fields - why did they change? Updated by Melissa Reeves on Mar 17, 2009 11:37 AM Request Updated by : Melissa Reeves Location changed from Montreal - DDC to -1 Division changed from DDC to -1 Downtime? changed from None to -1 Management Review changed from No to -1 SOX Review changed from No to -1 BPO Approved? changed from No to -1 IT Mgt Approved? changed from No to -1 User Acceptance? changed from No to -1 Migration Check Complete? changed from - to -1 Resolved by Melissa
requesters not being able to see their request histrory
Good Morning we have been having an issue with requesters not being able to see their full request histrory when logging into the Service desk. it would appear that those requests emailed to the servicedesk email account itself appear on the service desk for technicians to action, but if a requester wants to check the status of a request, they are unabble to see their complete history. this does n ot seem to be the case for requests logged via the service desk itself. do you have any idea how i can
New release
1. I want to see in a new release the extended work with STANDARD statuses: Expects consideration. Status is appropriated automatically registered, but yet not looked over service of support requests. Opened. Status is appropriated requests which the accountable is appointed for execution (specialist). Expects. Status of requests treatment of which is passed in external organizations or which clarifications of user are expected on. Gone round. Status is appropriated requests which reason of which
LDAP field 'company'
Hi there. I'd like to know, if it's possible to use the 'company' ldap field. In our group there are several companies which all use the same SDP as we have one IT-team for all. It would be great to sort and manage requests by the company name. Is that possible? Or maybe it's a kind of missunderstanding SDP so I would be glad to get hints on how to set it up correctly and automate as many worksteps as possible. Thanks and greetings. Ronni
Needing help with complex reports - tried everything I know
Hi all; I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try. I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests. We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows: Sev 1 - Critical failure
Needing help with complex reports - tried everything I know
Hi all; I have some serious reporting needs for a major project and I have spent a lot of time using the reports module not getting what I wanted. That may simply be me not being very bright, but at least I gave it a try. I have to report on one project that has its own category to allow us to track incoming requests separate from our regular internal requests. We have 4 severity levels each of which has a business agreed SLA tied to it. These severity levels are as follows: Sev 1 - Critical failure
Unable to setup a new techician to logon to Domain
Unable to setup a new techician to logon to Domain and not Local Authentication. I've tried using the user's username as the login ID and also using the email address, neither will allow me to set the Domain login for the new techician. The domain field just shows a ' - ' no other option?
Asset Scan basics for dummies?
Can someone please explain to me slowly how exactly the asset scan works within Advent Net Service Desk build 7056? i was under the impression that an asset scan is based on ADUC (active directory users and computers) but i'm seeing that this cannot be - as computers that are turned off during a scan do not get brought into the asset db. Any guidance would be most useful - i've just captured a large physical inventory and reconciling it to the Asset tab in the software is proving to be challenging....
Notify a manager when an unassigned request is updated
Senario A request comes in and is assigned to just a group (so the status is open, unassigned). The requestor sends an email to SDP (##ticket##) asking for a status update. Question How can I make it so the manager of the group is notified that the ticket has been updated with an email from the requestor? The manager already is notified when requests are added to his group but since the request is not technically assigned, the email notification of the update doesnt seem to so out to anyone. One
Quick Create doesnt fill in required fields
Quick create allows putting in a request without filling in required fields. Is there a way to turn off this feature or make it require requester to fill in required fields
Custom Template
I am looking into creating a custom Template that would allow users to request access to some of our systems through a check box type system. So when the user brought up that part of the request all they would need to do is check mark the portion they either need to add/remove access to. Is this a possibility?
Asset scan - deselected OU's keep coming back..
I have an issue with the domain scan function. A long time ago, i selected some OU's for scanning which i no longer want to include in the domain scan. I edit the domain entry, press 'save and scan' and deselect the OU's. I then run a scan. When the scan completes, i then edit the domain entry again, only to realize that the OU's i deselected before now has a checkmark in front of them again. How do i remove the OU's from the domain scan for good? Running v.7.5 build 7506. Br, David PS: You seriously
Can the user close the ticket?
Hi, Can the user close the ticket? If yes, how? Thanks Anderson
Advanced Query, unassigned request
Hi i need to know how can i retreive how long requests (grouped by category and subcategory) stays "unassigned" before being picked up by tecnicians. Please i will apreciate any kind of help because of i coudntn find this report in defalult ones Thx
Error deleting Technician
Can anyone help? I get the following error when trying to delete or modify a technician: FAILURE :Error while fetching the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,239,703,860,436.
Filters on Problem and Change Tabs
Hi, is there any way to (or plans to add) filters to the Problem and Change tabs in the same way that there are on Requests? So that a teams changes and problems can be viewed by a team manager without having to view all other teams issues at the same time? Cheers.
Email fetch problem
I am having an issue with mail fetching. (7.5.0 Build 7506) It was working fine up until about the last 2 hotfixes. In the SD log I see: Server started at : Mon Apr 13 17:56:50 EDT 2009. Current time is : Mon Apr 13 18:00:54 EDT 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. The SD server is on a Windows 2000 box, and the time is correct (according to the OS at least). The email server is another box on my LAN running Windows 2003, and the time
logging messages
In my system log, I see a lot of errors for Exception on scanning workstation : 192.168.100.233 (workstation id : 1515)Connection to RPC server in the workstation failed. Is there a spot where I can define which errors are logged? I'd like to skip these..
Ability to enter request time from request creation
We sometimes get calls for help that do not go through the SD+ system first. So we go and do whatever the requester asks for then add a SD+ request and close it immediately. Currently we have to go back in, and edit the request to set the times, how long the request took etc... Is there a way to on creation of a request set the request start time manually or update the request? So for example if I get a call at 9:30am on Monday I go and take care of the problem but do not get back to my desk to add
Mail fetching error
Receiving the following error. Product Name : AdventNet ManageEngine ServiceDesk Plus Build No. : 7011 System Error Notification -------------------------------------------------------------------------------- An error occured while processing email with subjectOfMail : Re: Req.ID:##14732## VPN Question messageid : <30096274.1215536146835.JavaMail.SYSTEM@10.xxx.xxx.xxx>. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process.
"Next Scan Schedule" Bug
This may be a problem with my setup rather than a general bug but every so often, the "Next Scan Schedule" settings are lost. Not a major problem as I just re-schedule but any ideas what might be causing this? Started occuring when I was running 7.0.0 (7022) but was hoping that upgrading to 7.5.0 (7506) would have fixed this. Graham
Critical : Error while invoking backup
Hi, I am constantly receiving the following error e-mail reporting that backup on a scheduled date and time failed. Is there a best practice how I can fix this? Newly installed 7505, 5 days ago Backup scheduled on a daily basis Please see bellow content of the error e-mail. THe troubleshooting tip did not help. Thanks! Message Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data
Dual instances of Service Desk Plus on one server
I have an IT dept. and a Security dept., currently we use ME SD for the IT group, but we'd like to have a separate database for ME that is only for our Security dept. Is this possible in version 7.5.6? I don't want the Security requests to even be in the same database as the IT requests, so this is the issue I have. I've already tried creating a separate role for Security where they only have access to to see their requests, but it's still sharing the same database. We need the db to be separate.
SMTP server in ServiceDesk plus 5
Hi there, I have installed manageengine service desk plus 5 on VMware (windoes server 2003) I have configured the notification rules.to send an e-mail to technicians wehnever new tickets has been created. we have domain and mail server in our company.on mail server setting what should I set? the ip address of the mail server and using existing mail address as an incoming an outgoing mail setting? but it does not work. should i add some files to servicedesk files to activate SMTP server? cheers
Email and Onhold requests
Is it possible for a request that is On Hold to change status to Open if the customer replies to an email? It seems like a good practice to put a ticket on hold after sending an email to a customer asking for more information, but it would be nice for the timer to start again automatically if the customer takes action.
Email and Onhold requests
Is it possible for a request that is On Hold to change status to Open if the customer replies to an email? It seems like a good practice to put a ticket on hold after sending an email to a customer asking for more information, but it would be nice for the timer to start again automatically if the customer takes action.
I'm New Here
Hello, Such a nice forum layout, I love being here!
On was ill
Greetings ! Themes which rise here , grasping , but for some reason does not rise ? As the phenomenon has mentioned it you . Can we will discuss .
Help with email alert
Hi experts, I am new to servicedesk plus. I have a question, There is anyway I can configure the system to send email automatically to administrator everytime any user create a support request ? Or there is no way, the administrator must log in to the system the set support request to himself or to another technician? Thanks Anderson
Delete/disable built-in status?
Is there please any way how I can disable or delete built-in status(')? To create new ones - OK, but the original ones are still visible which is not suitable for my practice. Thanks in advance.
Why is the error - 1,238,003,953,765?
Why is the error - 1,238,003,953,765?
Scanning items into SDP Asset Management
We are looking to track out IT hardware via the asset management portion of SDP. We would like to use a scanner, Wasp WLR9000, to do this. Is there any advice anyone can provide us. We are going to track items like desktops, laptops, monitors, printers, and other various pieces of hardware. I was just wondering if anyone has any experience using a scanner to log and track items in asset management. Thanks for your time.
Ie 8 and SDP 7.5
Is there and plan to support IE8? I have had ie8 from the first beta and I have not found there to be to many things that don't work, but I haven't heard an official stance from AdventNet on ie8 support. Since it has been in beta for some time I would think it should be a no-brainier. By the way I dont know if this just from IE8 RC1, I only just noticed it but I get an error on the "about" "feedback" and "License" pop up. (I verified this to work in IE7).
Reporting on Audit log
Is there a way to report on the "elapsed time" in the audit logs? I'd like to build a report with the follwoing firelds "catagories, sub catagories, ellapsed time".
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mail server setup for gmail account
Please help me out with this problem. The problem is with configuring the mail server. I have an account with gmail and have followed the instructions for the setting provided by gmail. The outgoing server seems to be ok but the incoming one does not work. Does anyone how to solve this issue?
Kan jag ladda ner en bild fran din blogg.
God dag! Kan jag ladda ner en bild fran din blogg. Av sak med hanvisning till din webbplats!
nice forums.manageengine.com review
formidable site this forums.manageengine.com terrific to see you have what I am actually looking for here and this "ServiceDesk Plus" post is exactly what I am interested in. I shall be pleased to become a regular visitor :)
Ranosoft Technologies/ Vyasil is a Fraud !! Beware!!
Beware of your Dealings with this companys Mehul Vyas is a Liar and thief. You will hear lies about your project is almost done over and over. This guy went so low as to cry on the phone to me about his family in India. Dont let him play your emotions and take your money. Bottom line he and his assosiates are thiefs. It is of my opinion that Parties involved with him are not yet aware of his nature. If you confront hiom about this he will have a big storry of how he is the Victim. NO HE IS A MANIPULATIVE
Ranosoft Technologies/ Vyasil is a Fraud !! Beware!!
Beware of your Dealings with this companys Mehul Vyas is a Liar and thief. You will hear lies about your project is almost done over and over. This guy went so low as to cry on the phone to me about his family in India. Dont let him play your emotions and take your money. Bottom line he and his assosiates are thiefs. It is of my opinion that Parties involved with him are not yet aware of his nature. If you confront hiom about this he will have a big storry of how he is the Victim. NO HE IS A MANIPULATIVE
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