ServiceDesk 7022 - French characters not recognized
Good day, We have just updated from version 7019 to 7022 this morning. Since then, all french characters coming from user requests are not recognized and therefore shows as a black question mark. Anything new in this version that needs to be adjusted? Thanks, skid
Workstation scan
hello. got a problem. scan workstation by computer name "name1" and that's ok, i see IP address 10.10.1.1 (for example). then try to scan other workstation by name "name2" and its write that all correct, i see IP address 10.10.2.4 but when i look at list workstations, i see that "name1" disappear. then i try scan name "name1" and all correct, but "name2" disappear. then i try ("name1" is in list) enter new workstation with name "name2", scan and get error, that workstation already exists. what's
Hide Solution Tab
I see several posts in the past about hiding the solutions tab for requesters. Has this ever been addressed? I would like to hide the solutions OR be able to assign solutions to individual sites and or departments.
Installing version 7.5
When trying to install the new version of SD I select the file in the update manager and then click install. Following the warning message regarding backing up (which I have dnoe) it says that there has been a violation of the key and the installation cancels. It now won't open at all. An urgent response would be appreciated.
Assigning Restrictions
Dear SDP team, We applied SDP since 4 months, currently we have 50 technicians and many of them have their own line managers the report to. Can we apply request assignment restriction? i.e. Network technician can only assign to his colleague and network manager and network manager can assign to help desk manager. This restriction will greatly reduce routing incidents Regards Ali
WMI Logon Scripts
In the readme for the 7500 update for service desk plus they talked about having the workstations push their info to the server instead of having the server scan the network for machines. Since we have about 1400 tablet computers on campus coming on and off campus all the time its very hard to scan for these machines and get accurate results. This seemed like a good deal to me because of that but i wasnt sure how to do it. If you guys have any info on this it would be greatly appreciated thanks.
Reverting to a previous version
Anyone know how to go about doing this? I need to revert back to 7020 due to problems with purchase orders in 7021. Any help at all would be most appreciated. Thanks!
7.5 Recommendation - Recurring holidays
Something missing from the "recurring holidays" feature is a holiday that happens on a particular weekday, thanksgiving for example. An option that would allow for "repeat on the fourth thursday of November" would make this much more useful.
7.5 - Any estimate?
AdventNet, Is there an estimate yet as to when 7.5 will be available? I have seen postings from the staff that quality control is important and we all appreciate that. It has really been a longtime since the initial delivery of July, however? Can you provide is with an update?
Scanning error
My company is currently demo-ing this product, and have liked it so far. However, I'm having problems getting the asset scanning to work. I have confirmed and re-confirmed (and re-confirmed a dozen times) that Remote DCOM is enabled on the client, and set the permissions in dcomcnfg appropriatly, and WMI is installed and enabled. However, I'm still seeing the error: Error : Either access denied for the user or the remote DCOM option might be disabled in the workstation. I am using the Domain scan,
Problem with Category List
Hi All ! My configuration : SDP 7.0.0 build 7020 We have a small problem: We have a category that is not still used so we want delete it. We try to restore an old database but I think this problem is very old... Actually we are in production envrionnement so we can't to huge test. The category is grey coloured in ADMIN panel and it don't appear for user. In attachement there is the problem. Do someone has a idea to delete it ? Best regards.
Summary Matrix Report Query Change
I've created a summary Matrix report using the new custom report option, this works . But when I try to change the underlying query for this I lose the summary and end up with a report showing the underlying items.
Problem with Logs filling up HDD
Can these logs be safely deleted? c$\AdventNet\ME\ServiceDesk\server\default\log There are over 7G in logs and it is crashing the system because hard drive space. Thanks, Joe
More easy-to-use notification (email) sending
Dear, At the moment in order to send notification to someone I need to know the precisely way of writing someone's mail address (there are a lot of variants how to translate Cyrillic First name, Surname to Latin) and email autosearch function quietly often doesn't help me in this case. Is it possible to add possibility to search/select email using First name and/or Surname in requester's name field? My Regards, Vlad
Restore data from a backup file (.data) into another MySQL
All, I have an issue with some data that suddenly has disappeared from my system. i run a full backup of the system every hour. I now want to extract the data part of this backup file and insert them into another DB. I don't want to do a regular full restore since, but merely just get access to the data. The data file that is produced by the backup script is in a java binary format. But I would need to know how to extract that into simple sql files as I can see backup does when running the backup
moderated
Hi I have a question, Who moderated the forum? You can get it icq
firefox 3
I cant seem to close tickets from the main page when using firefox 3...
MS SQL, SDP, Virtual Server & Performance issues
Hi all, Basically I've been thrown into the deepend with SDP, as the person who setup the system, administrated it etc left rather quickly with very little knowledge being passed on. So I've been tasked with taking up the reins as it were. Hence my previous posts may seem like basic things to most :o) We're currently having the odd performance issues with SDP v7.0.20. Specifically, clients receiving delays while retrieving data from the database & the occasional "crash" of the server at which point
DDDepressionnn emo emo emo
Depression Depression Depression aaaaaaaa HEEEEELP :( I hate winter! I want summer!
Displaying/Sorting Requester
I have added all my requesters using a cvs file, the first name and last name have been concatenated together. The problem is that in the Admin - Requesters Page and the Requester List Page the names are sorted (and grouped) by First Name. Is there a way to sort/group by last name? Thank you Tanya
Problem with IMAP configuration
Hi all ! I'm trying to configure IMAP under SD+ (7.0.0 - build 7020) but when I try to save the configuration I have this message: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. So I try to do the same configuration under a Ms Outlook and all is OK. I want to precise that SD+ and AD+ are installed on Ms Windows 2003 SP2 server in our domain Active Directory.We have an Ms Exchange 2003 SP2.
Technician order for Changes,Problems and Requests viiews
Dear, It seems that select technician ("Select technician") order for Changes and Problems views is wrong. It should be like in Requests view. Please find attached screens. We use SDP 7.0.0. 7020 My Regards, Vlad
Problem with russian searching
Hello everyone! I have SDP 7.0.0 Build 7018 and then i`m trying to search in requests necessary infromation use russian words i have no results.(no any infromation found) (see attach - search_rus.jpg) Then i`m trying to search information use english words everything is fine. (see attach - search_eng.jpg) But, i sure necessary information exist in database. for example i`m used this query to finde information "select RESOLUTION from requestresolution where resolution like N'%����%'" (See attach -
Limiting access to SDP after a restart
Hi, Is there a way of limiting user access to SDP after it's been restarted? As it's taking a few minutes to come back up, during which time the users are trying to log in which is obviously causing more stress on the application/database. What I would like to do, is disable all user logins except administrator until SDP is fully up & running and then at a click of a button enable the users to log back in as normal? In the same respect, when we have to shut down is there a way of closing all user
Change equipment
Hello, Is it possible to change equipment workstation to laptop ? Thanks Guillaume
refresh network workstation names
is ther anyway the sdp can clear off the workstations that are no longer on the network? i have some workstations which were renamed or removed from the network, still these pc's shows as assets in the helpdesk? how can we clear these off? in the active directory management we have disconnected those computers from network. y is it still shwoing in sdp assets???
Restore (.data) file to another MySQL DB
All, I'm facing an issue with my SD where I seem to have lost some data. I run the backup on a hourly schedule and what to import that file into another MySQL server instance without making a full restore on the production system. The question really goes: How can I easily extract the information within the .data file? I see that the backup procedure really are creating a lot of sql files (one for each table) and then pack them all into this .data file. Any ideas? All input is much appreciated! Brgds
[7.0.0.7021] - Default font size in description
Hi Is it possible to change the default font size in the "description" field without having to go into the request, edit and then change the size. So when a new request is emailed into SD+, it will automatically adjust (increase) the size. Graham
Hotfix 7022 released
Dear Users, Hotfix update 7022 got released. Please refer to the below link for more information on the list of issues fixed. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Srikrishnan. ServicedeskPlus
Report on escalated requests?
Hi, On our ServiceDesk, the standard procedure is for 1st line technicians to be the point of contact with the users. they pick up the call, and if they can't resolve it, will escalate to 2nd line technicians, etc. Once the 2nd line has resolved the request, it is passed back to the 1st line technician to close the call. This means that the 1st line technician has the requests show up in their stats, but it makes it difficult to report on escalated requests, and determine the amount of work carried
Few questions on SD+
Hi all, I have problem on using SD+, kindly help on it, many thx!!! 1) 'Task Email' sent not in html format. 2) For import account from AD, will the SD record be updated instead of Overwritten? 3) When re-assign request to another technician, will the requester receive an update email with what things is updated? Thanks all. regards, Wingo
Reporting by tickets closed per Helpdesk Analyst
Hello All, I need your advice on creating a report which gives a weekly/monthly summary of tickets closed per Helpdesk Analyst. Is there such a custom report someone has designed in the past I could have? What I need is a report which highlights how many tickets closed per week/month per helpdesk analyst. Unfortunately we do not use the technican field so all calls are technically unassigned & therefore closed unassigned. (I can manually check who closed the call down by going into each ticket &
Attaching Assets to Workstation
I just upgraded from SDP 6 build 6014 to SDP 7 build 7018 and I used to be able to attach the assets to a workstation. Now with the upgrade, I can only attach the assets to a user or department. Also, in the workstation details, when I tried to attach an assets, the field is too small and I cannot see the whole asset. Is there a way to increase the character field?
Custom Reports - Department
I need to run a custom report showing model of workstation, workstation, service tag, serial number, manufacture, user, and most importantly department. I am running version 7.0.0 Build 7021 and have the department filed populated for everyone however when I select that field and run the report zero data shows up infact the heading doesn't even show on report. Also there is an option to group by department that does nothing either. Any assistance would be appreciated Thanks again
Change equipment
Hello, Is it possible to change equipment workstation to laptop ? Thanks Guillaume
Importing inventory data
I have tried a couple of times to import a csv file of printers. Each time the system says it has imported data successfully but I can only ever find one or two printers from the import listed in the Assets. Any ideas ?
Still a large Transaction log
Hi, We're still having a small issue, of our TL being 1.25gb in size. We have shrunk it from the strange 4.4gb which we had this morning, due to the oddities we had over the weekend. It's a MS SQL database. According to Microsoft SQL we can shrink this transaction log by a further 97%, however when we attempt to it doesn't actually shrink. No errors or anything the file just stays the same size. Has anyone else encountered this? Is there a way I can solve this issue? Seems odd that our transaction
Problem scanning torrent software
Ciao, when we try to search the list of the software installed, all the wokstation that have installed utorrent don't appear under the list of the installed software under the asset tab. We supposed that the problem is caused due to the strange name of the software. Right? We use Service Desk Plus 7.0.0 7021. Thanks.
How to log new equipment?
What is the best way to log new equipment into the asset portion of SDP?
Problem with 7021 Hotfix Released
Hi, have a problem � I upgrade servicedesk with 7021 Hotfix Released , but I can�t login like administrator or like a local user (technician) . I can login like user of active directory. I try to clean a internet explorer temporal files, but nothing. � Help! Thanks Nicola
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