Change local accounts of technicians
Good afternoon. Whether there is any method to change local accounts of technicians records with records from AD? And that it has exchanged in all Request ?
SD+ v 7.21 technicians could not logon into the program
Good afternoon. After updating from version 7.2 to version 7.21, technicians could not logoninto the program, using local accounting records. The program informed, what not a true name of the user or the password. Under domain accounting records, technicians logon into the program. It was necessary it will be rolled away on version 7.20.
SMS server configuration
Dear Support , I am using service desk + demo version for testing , i am unable to configure SMS server for sending SMS to Technician to there Mobile , Please help me out Thanks & REgards Avijit avidas06@yahoo.com
7021 Hotfix Released
Dear Users, Hotfix 7021 has been released and you can refer to the below link for more information on this . http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Srikrishnan ServiceDesk Plus.
Technicians being logged out
I have just restored our servicedesk plus server to a new server after an update to the latest version failed and it appeared to go well. But now the tehnicians get logged out after a certain amount of time. Any ideas. We are running version 7.0.0 Build 7015. Any ideas Thanks Greg
Track changes to assets
Currently if you go into an asset you have the Requests tab which will show you all the requests logged against that asset. However, there is no Changes tab. To me it seems more important to track all changes performed to an asset (server, etc). We're given the option to list an asset involved in a change. How can I report against changes performed on a particular asset? Many thanks for your help. Regards, Mario
Service Desk Solutions removing all extra line spaces
Trying to implement SD Solutions, but the product removes all lines between paragraphs. Build 7020 The sentences end up all running into each other and looking like a bad Blackberry text message and not an HTML style Wiki that I am expecting. When I edit the page all my spaces between paragraphs re-appear when I save they disappear. I am not doing a shift enter. Any ideas? Joe
How to change the support link??
Hello Everyone, I would like to ask that it is possible to change the destination of the 'support link' at the top of the servicedesk web-interface? Regards...
Backup of Service Desk Plus
Dear Support Team, We have purchased the License for 2 Technicians Login with Unlimited Workstations having SDP version 6.0.0 with Build 6008. We have implemented the same on the System with Pentium 4, 2.86 GHz Processor, 1 GB of RAM & Windows XP as an Operating System. There are 1400 Requesters that are in the portal & approximatly 100 Users logs the call on the daily basis. I have sheduled daily backup 4 times, one in morning at 9AM, second in the afternoon at 2PM, third in the evening at 5PM &
Asset Management and Location
Looking for answers/direction. We would like to assign assets to a Site or Location. Is this possible in SD+? Various assets would be linked to sites so we can report about XX assets at site NewYork. Any thoughts? Joe
Reset permissions on Administrator account
I am testing out ServiceDesk and have takedn away admin pirvs from the Administrator account. How do I reset the permissions on the Administrator account, I can't do it from the gui screen.
SLA Clock Time Report
Hi, I want to run a report that will allow me to calculate the average time it takes to resolve a request. I have assigned SLAs to some of the priorities that we use and often when the status changes the clock stops running. Therefore a call may be open for three days but the clock time may only show 5 hours. Is there a report I can produce that will show the clock time for a request, i.e. resolved date/time (not closed date/time) minus open date/time, removing any periods when the clock has been
Winnipeg User Group??
Is anyone from Winnipeg (or surrounding) interested in getting together to discuss specific usages of ServiceDesk Plus? We are getting ready to role it out to our users in the next few weeks and would love to discuss how other organizations are using this software in their environment. If there is enough interest (replies to this post) I will setup something where we can meet. Thanks, DaCoW
Deleting/Removing Requesters
Hi, We are currently import all requesters using the Ad Sync tool. My question is there any automated process for removing requesters when they leave the organisation? In AD they are moved to a disabled users O/U. When using the AD sync, this folder is excluded from the import, however the user remains in Service Desk as there seems to be no means of removing them other than manual deletion Thanks Paul
Report Requesters with no Asset
I was wondering if you could help me with a custom report. I would like to have a report that shows all users (requesters) that do not have an asset assigned to them. Thanks
MYSQL - Dead?
About 10pm last nite my Servicedesk went down. Upon checking the event log this is the error SQL Server Scheduled Job 'Access_Journal_Import' (0xCD8F9BEAEE34FC4CAD902DB13D8DECD2) - Status: Failed - Invoked on: 2007-04-12 10:30:00 - Message: The job failed. The Job was invoked by Schedule 25 (Access_Journal_Import). The last step to run was step 1 (Access_Journal_Import). I have tried restarting the services but to no avail
publishing SD+ externally
Ok, say if I wanted to access my SD+ from outside of my network... just like outlook web access... is there any way of setting up a secure link to the out side so I can walk into any hotspot with my laptop and access my account as an admin or as a user and view as if i were here in the office.... i take it there should be a way using IIS and SSL but has anyone already done this?
Not fetching e-mail
Servicedesk stopped fetching e-mail after changing the servers IP address. How do I resolve this issue?
Want to change original administrators password.
I am using the free edition and when I go to create a new technician it gives this error. Can you tell me where to add a user rather that a technician so I can change the password. FAILURE :Your license does not allow login access to more than 1 technicians Thanks.
Service Desk Plus + HP-UX
Hello, I try to scan a HP-UX server by SSH from the Service Desk assets scan. The SSH is open and works. However, I get a RPC error. Is it possible to scan a HP-UX server at all? How can I get rid of the RPC error? I searched the forum, but all answers are for Windows assets. I don't know where to start. My version: SDP 7.0.0 Build 7011 Thank you
Contains doesn't work against Subject in Custom View
When creating Custom View for Requests, I can indeed get accurate results if I filter the Subject with Criteria IS then for Choose enter the full text of the Subject and the view is then limited to that Request. But I change the Criteria to CONTAINS and accurately specify 1 word of the same Subject in Choose and nothing shows up. Tried many variations to triple check myself. No attachment, for it is easy as pie to replicate this. Build 7015. I've lost count. 3rd or 4th bug/quirk this week after trying
Helpdesk consol?
When working I typically end up width several internet explorers. Does Service desk provide a helpdesk consol?
Problem with business rules
Hi, We create Business Rule: 1. Add criteria... 2. Add action "Change Status to" - select anyone status. This rule don't working! If I add another action - rule works fine. We are using 7.0.0 Build 7020.
Service Desk not starting
The Service Desk will suddenly not start - so I thought I would uninstall Service Pack 10, and reinstall it. The uninstall process is taking over 15 minutes now - and it is still running... Anyone out there try uninstalling SP10? I am confused why the SD won't start.
Change tasks on FSOC?
Is it possible to have the tasks identified in the implementation tab of a change appear on the forward schedule of change? If tasks are being used to group change actions together under a single change (like patching multiple servers), I think it would be helpful to view these tasks on the change calendar.
Username Confusion with Two Domains
I use AD Authentication and have imported all my users from both domains. During the import some users are overwritten with accounts that have the same name from the other domain. Both users are able to logon to the system but the one that is overwritten gets the user profile of the one from the other domain. This has been a bit of a headache trying to manage. Does anyone have any suggestions. I like to use AD as my central piece to manage in combination with the scheduled import. Here in a school
Scanning Monitor Resolution
Hi, How can I scan Monitor's screen resolution? i can see the HDD information etc in the inventory hardware information list, but Monitor - resolution is always blank. and I am wondering how I can make it work to collect resolution information. Thank you-
resolved & closed
Hi, i just want to know, what is the difference between closed and resolved? Is the meaning of closed that the issue is not solved? thanks in advance
one month trial activation
Dear support team, I have installed service desk + about a month ago in order to test it and demonstrate its abilities to our management. however, I got busy and completely forgot that I have installed the software. and now I have one day till the license end. is it possible to get one more month for evaluating the application before buying the license ??
Scan ESX server
I am trying to scan an ESX server with the network scan. I select ssh, provide the right username and password. I receive the following error message:Connection to RPC server in the workstation failed Looking at the help, it is talking about a Win XP SP2 firewall issue. OS is vmware ESX 3.0.2 question: how can I scan vmware ESX servers?
Support Staff Showing in all Sites
I am working with the 7.5 Beta and I have a question about sites. I have created 10 different sites, in each site we have different Technicians. In the technician list we have associated the techs to there sites only. Toronto Tech 1 Tech 2 Vancouver Tech 1 Tech 2 etc etc Now when we create a new request, we select the requester name, which sets the site for the reqeust to for example "Toronto", but in the technician drop down we still have the option to choose all of our technicians, both the Vancouver
Mailing users......or not
I have a couple of templates set up that automatically close the call as soon as it is logged. However, this does then send 2 mails to the user - 1 to confirm opening a call and 1 to close it. As these templates are usually used to log a call that is resolved whilst the user is on the phone, I would like the option to not send mails in this case. Can anybody advise? Thanks, Davey
How to make Request ID start at 1000 not 1
Hi there, is there a way to get the request ID started at 1000 not at 1? I would not like to raise 1000 tickets and have manually to delete them. Many thanks, Regards, Florian
Multiple CPU Detection bug?
HI everyone, I looked to see if this has been reported or not but I didn't see anything right off hand. We have some HP Proliant 360 G5 servers. Service Desk detects most of the details properly. There is one issue with the CPU type though. I have attached some screen shots as well. It seems the CPU is not detected properly. Under the hardware tab for instance, one server's processor shows "Intel(R) Pentium(R) III Xeon processor". While it is a Xeon line, it's definitely not a P3. On another server
Add Item to Purchase Order from Existing Items
When I go to build a new Purchase Order I select the vendor and then go to select the product expecting it to add to the list after clicking on it. However, nothing gets added to the list. If I were to create a brand new product, I can add it to the list without a problem, however I would also start seeing duplicate products in my list and I'm trying to avoid that. Are other people having the same problem or am I missing something? Thanks for the help.
Email Fetching causing exchange to stop routing mail
Whenever I turn on email fetching it may work once and bring emails in but then I notice no emails are being sent to mailboxes on my exchange server. I restart the routing service and turn off fetching and mail beins to flow again. Any thoughts?
Licence Issue
Hi Dear I actually wanted what node exactly with respect to license. if it said 200 nodes means what. whether components comes under node or it just part of the node. Reply soon
Clock Time Report
Hi, I would like to generate a report that would allow me to see the average time it takes to resolve a call. I have SLA's assigned to a number of my priorities and status codes that 'stop the clock' to avoid unnecessary SLA failure. Using the custom report tool I can produce a report that shows the open and close time but this doesn't reflect the actual time taken to fix, which could be much shorter once the stopped clock time has been removed. Is there a report I can produce that would show the
Reporting - percentage targets hit
I can't see anyway of producing a summary of service performance. I'm looking for some SLA reports that will: 1. Show me the numbers of calls within each priority 2. Provide those achieved (or failed) the target time for each priority. These would be required based on calendar months (or 4 weekly). Thanks Dennis
Asset Scan issues
Okay, we have been using SD+ for 10 months now, and I am keen to start seriously working on the asset scan compnenet, however when I scan I get about 30% success rate, yes there are laptops not connected etc and machines turned off. I am getting a pile of DCOM scan errors as well as Connection to RPC server(firewall issue) which my company will not turn off! Can someone suggest a group policy to turn on DCOM and how to allow a port for scanning of machines without turning off firewall?? How successful
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