contract notification
Hello, We are running SDP on windows: Your SDP Version : 7.0.0 Build 7017 we receive what we think is contract expiration notifications but they are blank, no link no info. any ideas? thx J
Problems with domain scan
Hi, For the last couple of months we haven't done any scans & turned the automation off. This was due to some stability issues we had before Christmas. As these issues have been resolved now, we decided to implement the asset scanning again. So after eventually getting through our change request procedures etc, I began today. All was going well until approx 41% through the scan SDP through a bit of a hissy fit & kicked everyone out of SDP and the scan just froze. Looked on the server, the SDP process
Cc in Request/Reply
Hi, I want my requesters to add Cc to their line managers while creating a request. If this is not possible,atleast the technicians should be able to add Cc the managers while resolving/closing the request.The policy is managers should be informed of all the issues concerned. Can in anyway i can incorporate this? Thanks,
Custom Report - All Requests w/ details
Hi All, I would like to create a report that shows all requests w/ their details not in summary format. Is there any quick and easy way to do this with MSSQL or do I need to write a crystal report to do this? Thanks, Alex
Login problems
Hello We are currently testing SDPlus with a view to purchase and have come across the following problem which I hope you will be able to assist us with. When I access SDPlus I do so through pass through authentication and this allows me access just fine. However a user who has been changed to become a technician cannot login using the login screen.We've tried changing his password to the same as his network account and also to a different password and neither makes a difference. We've selected the
Auto reply assigned technican to the user
Hi, Haven't have time to when through the forum and this question may be answered already. Do any one know how to setup this requirement: Normally, all the email request is in "Unassigned" status, is there a way to auto reply to the Requester when their request has been assigned to the technician, which mean they will got the notification who will handling their request. Thanks for help in advance. Regards, Carmel Lee
Average Time to close request - report
I am trying to get a report which shows the average time taken to close a request - From request created to request closed? Can anyone help with this - we are running on the MS SQL database, and SDP 7504. Thanks for your help
Request Due Date
Hi, Does anyone know why when amending the due date on a request that has failed SLA to after the original due date, it doesn't remove the SLA failure flag from the request? Quite often there are genuine reasons for wanting to change a request from an SLA fail to a pass, such as when a user reopens a call by responding to their Request Resolved email with "Thanks", which blows the SLA time. Is there any way to rescue a genuine SLA pass that the system has marked as a fail? Thanks, Paul.
Is there a way to auto-assign a user to a site?
I know that SD+ pulls Dept from AD, but can it associate an AD user to a Site?
Problems with AD import
Hi, I�m testing out ServiceDesk Plus (Free edition) and I�m very impressed with the functions and possibilities this system gives. But I�m having problems importing from AD. It counts only up to 650 OU�s and that�s only 1/3 of my OU�s. Is this a limitation of Free edition usage or is it a bug? Using 7.5.0 Build 7504
Report Generation Error
Does the following error require a reboot to fix? HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
No users in technicians group
I just finished upgrading to version 7.5 and no there are no users in the techinicains group. Is there a default admin account
Configure incoming email w/SMTP or business rules
I need assistance in configuring the mail fetching. We currently have Exchange 2003 and cannot use pop or imap. The outgoing mail is configured fine, but I need a way to use the mail fetching with the smtp protocol or configure a business rule to make this happen. We are going live with this product tomorrow and need the incoming mail feature to be working.
Backup & Restore
Hello there, i'm a new user of the SDP, and i'm wondering if there is a way to use Tefolle backup system to do the backup and restore in the for the system. also if there is a way to have the backup anywhere else than the server it self. for the time being 'm doning a back up on the server it self, but not yet tried to restore the data, did any one tried it already? thank you
Spanish version ADventNet ManageEngine ServiceHelpDesk
Hello, sorry for my english. We write from Spain. I think so this software is very good. I'm interested to but i need the spanish version. How can i do it?. Thanks
Deleting Sites - SD+ 7019/MSSQL
Hi, We are currently using SD+ 7019 with MSSQL 2005 and planning to upgrade to the latest version soon. Meanwhile we wanted to delete all of the defined sites except 2. Is there a way to remove those unwanted sites without deleting other tables which may depend on the site_id (org_id) or without causing cause database integrity issues? Thanks.
Arabic SDP
Please there is any plan to arbize the SDP.... waiting for your replay... Alaa...
Need Assistance in configuring mail fetching
I set up the mail fetching for Outgoing email successfully using SMTP on port 25. The issue is that I need a way to set up ITSD incoming mail so that it will take an email that is sent to the Helpdesk and automatically import it into a ticket. Because we are using Exchange 2003, we only use SMTP. Turning on POP or IMAP is not an option. Is there a way to do something in the business rules that would accomplish importing and logging the email? Thank you, Tracy
Add Netrwork Diagram
Can i add or create shotcut for drawing(visio) into the Service desk Plus
Requests to Asset association
Dear, Currently the Asset associate method with a request is not comfortable from the point of design. 1) By default SD suggests user assets. Only 1/20 parts of our requests has relation to user assets. In this case the Asset association method which implemented for Changes even better working for us. 2) Auto search function Very often technicians already aware about Asset name. Why don't allow them to type assets name like it was implemented for "Requester Name" ? 3) Forbidding to close (resolve)
Online help does not match "real" world..
The online help for SD+ is either quite out of date or is showing functionality that does not exist; at least in my version of SD+ (7504). example: http://manageengine.adventnet.com/products/service-desk/help/adminguide/index.html Go to : Configurations, Helpdesk Configurations, Request form customizer, configuring Priority Matrix. What is a Priority Matrix??? I do not have this. Please update your online docs and your PDF docs ASAP to actually match current versions or state what versions certain
Saving a query report
I created a new query report and when I clicked the save button to save the report, it seemed that nothing happened...until I noticed that the scroll bar on the bottom of the screen moved. The pop-up window to save the report was off the screen to the right. Has anyone else seen this? It took me a while to figure out what was going on.
Technician can't see his tickets?
Hello, So far I've only had one, but one of my technicians in completely unable to see his trouble tickets. I've tried having him log in to different computers, and the problem doesn't seem to be effecting anyone but him. Here is the version information: Product Name : AdventNet ManageEngine ServiceDesk Plus 7.5.0 License Type : Registered Version Product Edition : Standard Anyone else having this problem? Also...my technicians don't get alerted when a ticket has been assigned to them, and I had
Bug Report: Resolved/Closed requests marked as Overdue
When resolving or closing an overdue request, the system still shows it is "overdue". See attached screenshot. Notice all the "Red Flags" beside the "Closed" status? They should not be there. When a request has been resolved or closed, it should also clear the Overdue flag. Version 7504
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Departments Missing after upgrade
updated our test server from 7015 to the latest version 7.5.04 Noticed that all of our departments are missing from the departments view in the admin tab. However, when creating a new request the department field gets populated properly. what would cause this? Thanks
Solutions - Insert Web Link
Hi Trying to add a link within a solution which doesn't appear to be working. I'm clicking on the Contents* web link icon, entering the URL in the box, pressing OK and the box vanishes but no link appears anywhere.
Can see Departments requests - not working
Hi, I have changed a user from 1 department to another. The Teamleader of the new department can see requests from others in that department, but not from the person I moved to the department. How can this been fixed? Many thanks, Regards,
HTML code in Notes
Has anyone seen this? When I add a Note to a request, it send an email with the HTML code in it (sending as plain text). All other notification email come thru fine in HTML. A note on request Id##2247## is added by Joseph P. Hermann at Feb 12, 2009 09:13 AM.<br>Note Description : Test of Notes System<br>Request details are :<br><br>Requested by : Joseph P. Hermann<br>Due by date : -<br>Category : <br>Status : <br>Priority : <br>Title : test<br>Description : <br>Click for details
Report query for technician's total worklog hours per day
Hi, I need a report that gives the total amount of hours per day, per technician based on Work Logs alone, regardless of whether they are associated with Requests or Changes, etc None of the built-in reports seem to offer this functionality and I've searched the forums to no avail. Can anyone help with this? Vinn
Arranging Fields/Drop Boxes in Request Template
Hello, We are trying to create and arrange about 8 fields/dropboxes under the requester details. We would like them side by side (so two columns of 4) Currently when we add a new field/drop box it shows up in line under the 4 that are already on the left side. (See the attachment, and the red arrow) We would like the new field/dropbox to show up where the green arrow is. Is this possible?
Automating Tasks based on Requester Subject
Can any one help, I am trying to set up an automated process where two tasks are created if the subject contains a phrase. For example, if the Subject contains "GSM" or "gsm" then create a task "Switch off gateway" and then create another task due 5 days later that will say "Switch on gateway" I have tried this through business rules but it doesn't allow me to create tasks Any ideas??? Thanks
Error Update 7022 to 7500 [UniqueKeyDefinition]....
I have an error message during the Update see attachment best regards Mario Environment: MS Windows Server 2003 R2 MS SQL2000 SP4
Business Rules, automatically assign requests to technician
Can someone please tell me how to automatically assign a technician to all requests using business rules, they are confusing me! Thanks !
Admin User
Ok I am running the free edition with one tech. I want my "one technician" to be an AD user and not the local admin. However i have no way of creating a new Technician (due to it being the free 1 tech version) to even temporarly log in to delete the local admin tech. How do I get around this?
Upgrade from 7022 to 7.5 Error
At updating from version 7022 to 7.5 I has received such error: Error:Uninstallation Completed. Update Manager Error Dialog: lib\startupclasses.jar lib\AdventNetNPrevalent.jar server\default\lib\Authorization.jar server\default\lib\Audit.jar server\default\lib\AuthenticationFramework.jar server\default\lib\AdventNetPersistence.jar lib\SDeskWmi.dll lib\ADAuth.dll lib\WMIData.dll README.html custom\customimages\tabheader.gif custom\customimages\topheaderright.gif custom\customimages\topheadermenucurrent.gif
Can I change default Local Admin account to a domain account
Hi, I am trying to remove the local admin technician account which is placed there by default in SD and add myself as a technician after importing from Active Directory. I cannot do this as when I try to change myself to technician, it says i dont have enough licenses. How can i get around this? I am aware that you need to create a full admin technician to delete the local, but in the free edition of SD you can only have One technician. Please Help ! Thanks
Tech still gets requests when on holiday on the scheduler
When I mark technicians as unavailable on the scheduler, they still get requests assigned to them by the business rules. Can I set it up so that if the technician is unavailable then the request stays "Unassigned"? Thanks for your help
Reports to generate on day based
Hi Team, Thanks for your earlier response and I would request you to send me the query to generate the reports created and completed for every day. i mean to generate on day report. Thanks and Regards, Vinay
Business Rules Not Working
Hi, I have 5 business rules set for "Default Settings". The first rule for example, was added to automatically reject requests that come in using the default request template. So to do this the rule works as follows Where Level is not "Level 1" or "Level 2" with the actions listed below. This rule does not work and I notice when reentering the business rules section, the rule is displayed as follows, notice the missing double quotes. Where Level is not Level 1" or "Level 2 Could this missing double
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