Add additional criteria in Business Rules
I've created an additional requester field & an trying to find a way of using this field in a new business rule. Is there any way to add this new field to the pull down criteria menu? This field is being populated from Active Directory and gives the location of the requester. The aim is to automatically assign the call to the correct group which is based on the location of the requester. As the calls are being auto created from emails I'm trying to remove as much manual intervention as possible.
AdventNet ServiceDesk/Daily Report
Hi all, I'm new at an IT department working in the Helpdesk, we now testing the new AdventNet Service Desk system to be applied in or company. I used to do a daily report in ( LBE ) where I can calculate the Weekly/ Monthly SLA ect, now using AdventNet, I found a wide range of different reports, where can I start from? My question is: How can I configurate/ set a daily report with specific information about all IT/IS activities, information can be logged manually? thanks
Asset Management Licensing in 7.5
It's my understanding that in previous releases, licensing for retired or unused assets maintained for historical purposes has been the same as active, scanned assets. Will this continue to be the case in version 7.5?
domain scanning
hi i have now finally updated / merged my assets (hardware) from v6 with the workstations and everything is up to date i have marked workstations as in store disposed or in use every 24 hours i do a scan but it also tries to scan the items that are in store or disposed, i would have thought the scan engine would be smart enough to realise that disposed items cannot be scanned or at least have some kind of setting where you can specify this any ideas? cheers!
[7.0.0 b7020] - Discussion notes bug
Hi It seems an old bug we used to have in v6 has sneaked back into v7. Under a particular request (haven't tested any other requests yet), I am unable to edit a previous note (it just appears blank). A more newer note added to this request works fine though. I guess a workaround to this is to copy/paste a new note but will that then affect any other notes added to that (or other) requests? Graham
Upgrade from 6009 to 7020 fails to start
I have upgraded to 7020 from 6009 and the service does not fully start. I do not have a log folder in the root of service desk so I am not sure what info I can send. I also have tried to contact support and no one is responding. please assist Andrew
Question about Pharmacy School Accelerated
Hey I have a question, I currently work for a pharmaceutical company but want to pursue my pharmd as a career move. I have a 4 year marketing degree and a 2 year math and science both from different institutions. I have worked for this top pharmaceutical company for 7-8 months and decided pharma sales is not what I want to do. I am highly considering going to MCPHS and trying to get into their accelerated program and am just wondering how the school is and if I have a chance to get in. I have a 3.7
Adding new Announcements
Hi, Is it possible to remove the Add New Announcement button from a role profile? I would like only a certain level of technician to be able to add an announcement. Thanks, Davey
Annoucements received via E-Mail are Blank
Hello, Annoucements or notifications sent from any module within SD are receved by E-Mail recipients however; the messages are blank. Only the Subject and recipients information is visible!! Cheers,
Change Control
Hi All, We are attempting to use the change control model within SDP. I'm trying to set up something very simple.. 1./ User rasies Change 2./ Change goes into planning stage 3./ CAB reveiw's and approved or dis-approves change 4./ System marks the change based on step 4 After reading all of the post's around change control I'm a little stuck. The first thing that is annoying, a user with just create\View rights can mark the change status as approved prior to CAB approval. This seems very odd Unless
AD Integration/Updates affecting reports
I am running into an issue where updated Departments in active directory are not updating on the report side of SD. Example: 1. A spelling error in AD prompts SD to import a bad department name. 2. Dept spelling is corrected and AD import performed in SD 3. Requestor updates successfully and individual requests show corrected dept name. 4. Reports on new department show no requests. 5. Report on old department shows old requests. Is the reporting DB not reindexing on import? How do I force a reconciliation
overdue status
Not working set of "isoverdue" on startup base its working correctly on our DB this flag don't sets used localized names of priority.
Request Link not hyperlink
Hi. When I select the item "$RequestLink" when building my automated response to requesters, it does indeed include the text of the link in the e-mail message, but it is not a hyperlink (even though this is using rich text; not plain text). Is there any way to force it to create it as a hyperlink? Thanks. steven
Preventive Tasks not working
We upgraded our SD about 6/7 weeks ago and everything seemed fine, until now. We have lost all of our PM being generated automatically. We had this problem some time ago and the only way we could resolve the problem ourselves was to re-create all the PM's. I have tested this theory again and just created a test PM. It worked. all the old PM's don't work tough/ Can you help me and I don't want to have to re-create these PM's again. Version 7018.
PM Tasks Not Listing In Requests
We have just started using Service Desk Plus and have setup some PM Tasks, The first 3 days they were being listed at the correct times. Now they have stopped working and we are needing to run them manually. Please help
Migrate SDP MySQL to MSSQL on separate server
Have SDP Version : 7.0.0 Build 7008 currently on MySQL on virtual server Would like to migrate to MSSQL on different server but still have application run from virtual server (don't want to have to install product on SQL server). Is this possible? if so how? thx
Mail fetching - cannot access using RPC or Web Mail
The company is using a web mail application which requires the use of a URL or IP address. The web mail respond with a login and password. How can I adapt this type of login to THD. I can manually login using this method. Is there a script Advent can write to interface with web mail access. The use of POP or IMAP is not a secured method of communications with the exchange server. The ports will never be opened. What alternatives can you offer to implement the mail fetch feature? We cannot forward
Mail fetching settings
Other than the Configuration Wizard how can I change the mail server settings used for mail fetching? Is there a location to set mail fetching to 'Stopped' without using the Configuration Wizard? I looked for a configuration file or database table to modify but I cannot locate where the current settings reside to modify them. We are running MSSQL on a separate database server and I want to be able to change the mail fetching settings in our test environment when using a copy of our production database.
default status
Is there a way to set the default status to something other than open? I created a status of Pending Pickup, in which the clock is stopped, but don't see where I can set that to the default.
No e-mail notification when entering request "phone cal
Hello, In our current setup, when a new request is created, the requester gets an e-mail notification. Is it possible to achieve that when a technician creates a request with mode "phone call" , NO e-mail notification is sent ? the purpose is to obtain that when a user sends an e-mail, he gets a notification, otherwise , when the technician creates the ticket, the user gets NO notification. thanks Filip
synchrozation between SD with Lotus Domino?
Hi, Can I import the user account from Lotus Domino to SD? Can I import the computers from Lotus Domino to Desktop Central? Please explain in detailed because If we use Lotus Domino with mail and domain service how we can use SD? Thanks
How to convert time to date time format
Hi, I would like to know how to convert created time to date time format ( in crystal report). thank you. einas
Moving to new domain
Soon we will merge our current domain to a new. Is there any best practices to move SD+ that will keep our current data intact in the new domain? Regards Stefan
Technician Time Tracking
I asked this question before as a guest and it got deleted. So let me try it again; I neede to be able to track Technician's time prey closely for the billing. My understanding from reading through the forum is that ServiceDesl Plus is capable of time tracking, but I couldn't find how. This is what I wish tgo do: Technian 1 Week 1 Request1 Time Spent Request2 Time Spent Request3 Time Spent ... Week 2 Request2 Time Spent Request4 Time Spent ... Tecnician 2 Week 1 Request11 Time Spent Request12 Time
update from 7011 to 7020
I've got some major problems... I ran the latetest update and found that SD would not load up after at all!! I have tried to roll back and uninstall the update and I was told that this option was not avalible... So having taken a backup before I ran the update I decided to remove SD completly reinstall and restore the data... still no luck... I need to contact one of you guys for a little over the phone help...
7020 Hotfix Released
Dear Users, Please check the below announcement link for the 7020 hotfix release. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= Please do get in touch with support@servicedeskplus.com for any clarifications. Thanks & Regards, Srikrishnan ServiceDeskPlus
Password Problems
I downloaded ServiceDesk Plus for myself only to use on my local machine to keep track of the help I give in my organization. I had not had to log in since the beginning because it held my user name and password...until the other day. I don't know why, but it was asking me to log in the other day and of course, I don't remember what I changed the password to. I know I changed the user name and the password, but I have forgotten what it is because I never had to use it. Can anyone give me any suggestions
Application won't start
Dears, I've just installed ServiceDesk Plus 7 Enterprise Edition trial version about a week ago to demonstrate it to our management in order to purchase it within this month. however, since the installation I could not start the application. Whenever I start the service the window just disappears and the web client won�t start. The software is installed on Windows Server 2008 standard. And here is my log from wrapper: STATUS | wrapper | 2008/10/03 17:42:52 | Starting the ManageEngine ServiceDesk
SDP 7.0.0 build 7020 open issues
The following list of issues are open with SDP 7.0.0 build 7020. Some of these issues I have been reporting since build 7009. ALL PREVIOUSLY REPORTED: 1.) When a request is submitted via e-mail and the requester is subsequently changed, assets may not be changed using the pop-up screen view, only the drop down list view will work. 2.) There is no way to delete an asset connection relationship other than replacing it. This greatly limits the usefulness of this feature. For example, a relationship
PM Task issue
Hi, I'm trying to create a new PM task that should be executed from monday to friday, and when i save it, i got this error FAILURE :Error occured while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,223,043,838,433. i got the SDP : 7.0.0 Build 7017 on a windows server 2003 sp1 Regards
Error when re-opening a closed issue
I am receiving the following error when changing a request from Closed to Open exception : Illegal value Running Build 7020 Thanks in advance
Use Assets/Resourses/Groups for sending e-mail?
Hi, Is it possible to send mail to the users in the groups I created in Assets / Resources / Groups? Greetings, Ferry P.
SD Reporting Cont.
How can we add an intelligent 'Next Month' and 'Next Quarter' to the automatic report section. I would like to automate Next Month, Next Quarter reports for forecasting assets without having to manually create reports. Thanks, Joe
SD Asset Management Questions
1. How do I make the IP field unique and properly masked in the asset area? If an asset is added it should follow octet standards and not be a plain text field. You can 192.168.FFF.ABC and it will accept it. 2. How do we generate a report on workstations and their IP addresses? No current tags exist for IP. 3. I want to add a Server product type and cannot get it to have the same fields (OS, network, etc.) as the workstation type. Where did I go wrong? Thank you, Joe
generate a report based on techician's time frame
Hi there I want to generate a report that will be based on time spend to resolve a request. Thanks and regards B
SD Plus Reporting
Hello everyone, Several question for those who use the SD Built in reporting. 1. Can a report graph be mailed independently of the data? For example I wanted a YTD graph of the categories without the hundreds of pages of call detail. 2. On a bar chart graph can the X axis label be removed? OR Using the above example the 'Category' lists twice even though the box should be labeled Legend 3. When reports are exported to excel the colors change (blue to green) and there is extensive formatting (hidden
assets and workstations, what do i do
hi when i was using version 6 i largely ignored the workstation bit and focused on assets only. now i have upgraded to version 7 and all the assets and workstation have been combined i have following issue 1) i have duplicate entries, for each scanned workstation i also have an "old" asset name which is the asset tag label (number range starting at 5000 and up), this is now called the resource name. 2) "old" assets that have been disposed and are marked as disposed do not have a corresponding workstation
generate a report based on status
I have a status in the helpdesk namely 'User Testing'. is it possible to generate a report on how long the request has been on User testing?? I want to calculate the time. THnaks
Generate Report base on "Request Type"
Hi all, Does anyone know how to generate report base on "Request Type" ? There's no column can be selected in Report page. Thanks.
Scanning Cisco devices into CMDB on SD+
Anyone know how resolve errors when attempting to scan Cisco devices into SD+? I have: Cisco 1841 routers Cisco 3750 PoE switches Cisco 2800 series VGW Cisco 2950 switches Cisco 1861 routers I have enabled SNMP on one router and set SD+ to scan via the router's IP address however; I receive RPC error messages. On a domain scan, the ip adresses for my Cisco devices appear in the Assets list but all with errors. Assistance on this would be appreciated together with sample configs or tips and tricks.
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