add category to software assets
how can i add categories in software assets???
AdventNet - New Request - Description Field
One of our users has problems entering text within the description field when raising a brand new service desk ticket. All the required drop down fields have been completed and she can write text in the description field. If she deletes this text she is then unable to bring the cursor back up to re-write and so has to start all over. This is the only case we have heard of so far, but that isn't to say others to have the problem. Any thoughts? Thanks Richard
Integrate ServiceDesk with Sharepoint Portal Server
I want to integrate Service Desk pages and features with our existing Microsoft SharePoint Portal Server 2007. I want to put all the pages and flow of ServiceDesk into our Portal Server. Kindly let me know how it can be achieved. I don't want to have a link for this site in our Sharepoint.
E-mail Problem
When a new request is logged in the service desk all technicians receive an e-mail alert which use to be from IT Support, now it says it is from IT Service Desk Admin. We have changed the name in the Helpdesk - Mail Server Settings to IT Support but still it says IT service Desk Admin. Any ideas how to change it back?? It happened after we upgraded to the latest service desk.
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
Change FQDN
I want to change the FQDN that SD+ will respond to so that we don't have to use the actuall name of our server. We want to have a https (443) connection for this. I understand how to change the port, but it uses the server name. Is there a procedure to make this happen with SD+? Thanks! Mike
Emails don't work after upgrading to laterst build #7020
Hello, After upgrading to the latest build #7020, emailing stopped functioning in the system. When users open support requests, I do not receive notifications, also I am unable to reply from ServiceDesk. I get error message: Sending notification failed. The log error is: Exception while trying to send notification for Request ID : 209 Mail sending failed. Win Server Standard 2003 SP2, x64, latest Java build. Nothing changed on the email server side. I am including the support file for debug.
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
Minor Bug: admin vendor overview
If you want to change the namber of viewed vendors per Page the last entry is wrong. (s. att) rgds
Asset History
Is there a way to track the history of an asset? If an asset moves from user to user in my organization, is there a way I can see the history of who it has been previously assigned to? I'm on SD+ 6014 (although we're considering an upgrade soon...) Thanks, Christian
Source IP address
I am using the free version of SD+. When a request is submitted, how do I get the IP address of the PC where the request was sent also recorded?
Using Business rules to route email to use specific template
SDP 7 Is there a way to associate request templates when using business rules that are set for email routing on subject (for instance)? It is easy to setup the rule to assign to group / category, however if using a template that includes templated Tasks, using the business rule method does not get the same automatic assignment.
How to Configure Global View ?
If logged on as Technician, then in the GLOBAL VIEW, it is showing CHANGE BY TYPE. I want to see the Requests in Global View and not the Changes.
multiple sites and multiple email address problem
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
How o send Pm?
Hi, how I can send PM?
Mysql compatibility problem
Hi All, Im trying to install ServiceDesk Plus to evaluate it but unfortunately i couldn't. I think the problem is that i have mysql 5 installed on red hat 5 enterprise edition and it's not compatible with ServiceDesk Plus NOTE:i tried to install ServiceDesk on another server where the version of mysql is 4.1 and i succeded. How can i install Service Desk Plus with mysql 5 as database?? Can anyone help me?? :roll:
more mail server settings needed?
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
Custom Request View
Hi I would like to create a custom view that shows all jobs i have added time to. These may be jobs that are assigned to other technicians. My name only appears under the time elapsed section when i add a work log. Is it possible to create this view. The only other way is to run a report and this is not ideal. Ta
Assets overview bug
Hi, when I click on home I get an overview like this: IT Assets Workstations 1000 Printers 50 Routers 8 Switches 2 Others 0 Others TFT Monitor 216 Device 498 Others 179 Accessories 96 PC Hardware 100 When I now click on "Others / Others 179", sdplus doesn't show any entries for this category. Same problem for all but Workstations... If I for example go to TFT Monitors the list is empty and ---all products--- is selected. If using the left assets navigation and going to TFT Monitors it works fine
Custom Reports - Help!
Hi, Can anyone give me the SQL code for generating the following reports: - Total number of requests raised for previous month - Total number of requests closed for previous month - Request turnaround times (e.g. number of requests resolved same day, next day, 2 days, etc) I have tried manipulating the provided reports with varying degrees of success. Thanks in advance.
servicedesk Webserver crashes/exits
Hi, We were running servicedesk 7.0.0 Build 7011, and experienced that the webserver just stopped responding running on windows standard server 2003 dual xeon with 3gb ram(java version 6 update 6). When the webserver stops, i manually have to kill the mysql process, before i can restart servicedesk. first 2-3 restart run for 1-3 minutes then the same occurs again. I downloaded AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_15_0.ppm and upgraded the servidesk to build 7015 using the guide manageengine.adventnet.com/products/service-desk/service-packs.html#sp
Automated Close Process
After installing build 7017, we got caught out by the automated close bug and had to disable the feature. I have now upgraded to 7019 and was expecting any requests resolved more that 7 days ago to be automatically, which doesn't seem to be the case. Does automated close have to be enabled when the request is created for it to work or should existing requests now be closing automatically? AdamB
reports and weird sorting of resource names
hi running version 7018 and i created a custom report to show all resource names starting with the number 5. the resource names are identical to the 4 digit asset numbers on my physical asset names, and all of them start with 5 when i run the report the first 400 or so resource names are listed in numerical order 5000, 5001, 5002 ... 5400 but at some stage the resource names just seem to appear in a random fashion. the last 6 items read as 5527, 5532,5536,5535,5546,5544 is there any way to force
Configure Business Object to connect to Service Desk
I have created ODBC connection, but need assistance to configure Business Object to connect to Service Desk.
Errors whilst scanning assets
When performing scans on workstations in our domain I'm receiving the following error: FAILURE :Database exception while updating Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,221,463,682,064. Not sure why I'm getting this as there are no duplicates but what I do see is that some of our IP addresses on certain machines have changed and the scan I'm performing are scans directly on a particluar machine. I assume then that we cannot
Admin/Users/Technicians: e-mail address changes/is wrong?
I have the following problem: under Admin/Users/Technicians, the e-mail address changes suddenly without any changes done to the system (well, as far as I know at least). For example: correct address is tekki@company.ch and it changes to tekki@intra.company then I don't get e-mail notifications anymore. Our admins say they did not do any changes to the system - any idea what the solution could be? Thanks!
Couple of problems - Exchange 2003 related
Service Desk 7.0.0 Build 7015 Windows 2003 server standard edition. We're getting service desk running very slowly, I think since upgrading to version 7 a while back. I remember when searching the forums back then it seemed to be related to the communication with our Exchange 2003 server. Someone suggested turning off all the notifications to test, and that did solve the issue. However I turned the notifications back on as we need them and was wondering whether this issue has been fixed yet? I'm
User creation issues
We have been using SDP for about a year now, and our requesters screen is a nightmare! Several users have several accounts due to emailing our ServiceDesk from different email accounts. We are on the verge of either scrapping SDP altogether, or turning off mail fetching and forcing users to login to SDP via the front screen. Obviously we can not be the only company having these issues, so I have two questions: 1. How have other companies got around this 2. When are SDP going to allow more than 1
Mail fetch error after moving SD mailbox
Hi, I get this message when trying to configure SD mail server settings, after having moved the mailbox from one exchange server to another. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode. Service Desk user has full mailbox rights. Please advise asap. Thanks
AD Passthrough failing
We are on V.7, B7009. We have been using AD Passthrough without fail since we upgraded to V7 a month ago. Today we were unable to scan an individual workstation, so initiated a full asset scan. After this process started, there was an issue that caused the process to abort. As a result, our AD Passthrough has been failing. With Enable AD Auth, and Pass-through Auth enabled, browsers are constantly refreshing to j_security_check. We can Disable the Passthrough with no change. Then Disable the AD Auth
Modify the fields seen by Requeters and Technicians
Hi, How can I remove certain fields that we don't use so the technicians cannot view them as they take up space on the request form. I have gone in and removed check boxes but they remain on the form irrespective :?
DCOM errors
Im having problems with the remote dcom on alot of my machines. I went threw the troubleshooting guide and everything seems fine but it still cant connected. I even did the "net use" command and that worked as well. The error is till get is " Error : Either access denied for the user or the remote DCOM option might be disabled in the workstation". Any suggestions would be great. We would like to get this fixed so we can test out this software for our envirment. Thanks.
Sites & Regions
We have finally got around to purchasing ServiceDeskPlus. I have been watching the application develop for 18months+ and am very pleased to be on board. However, to my horror, we seem to have lost some basic functionality along the way. I'm hoping I am wrong and you all know how to deal with this. Let me explain: 1) We are are a large organisation with over 100 sites. We also use regions to sites and we allocate groups of support staff to those regions. 2) SDPlus admin screens nicely allocate users
Problem with AD import - technician replaced
Hi, after doing a AD import one of my technician accounts is replaced by "Help Desk, IT" why? rgds
Scanning questions?
We are using a Windows domain and scanning the units which are attached is working quiet well. I have it set to scan by OU. I do have the following questions: Is there some way to workstation a unit while it is offline? Then network scan can not seem to query my SNMP devices even if I force it to scan a particular IP which I know is SNMP enabled. Am I missing something? Thanks, Bob
Change approval from list view?
Is it possible to approve changes from the list view without navigating to the approval tab for the change?
Contract "Support" field length
There is a problem with the "support" field under contracts. It basically lets you add an unlimited amount of information, but when you save, it truncates it to 5 lines. This field should either be expanded (ideally), or it should warn you if you are putting in too much information. I don't mind if in the summary display only the truncated information showed, but it would be nice if you went to edit the data that all your information was there. I'd like to put more information there than you currently
New calls logged when a user replies to a closed call
Hi, Is there any way to disable this feature? It's annoying when you close a call, and someone replies to say thanks and it re-opens the call.
Survey trouble
Hello I try to run a survey on 7010 SDP after each closed request. First of all on the survey page greeting wrote without blank, like "WelcomeUSERNAME". Secondly, after the survey this page open again with the "WelcomeNULL" headline and not working. How can I solve this problem?
Error MAIL_FETCHING: Error when processing mail
Good afternoon. After upgrade to version SD 7019, has stop with error (Error MAIL_FETCHING: Error when processing mail) periodically mail reception in SD. The request to help to solve this problem as it is very important! In broad gulls produces such error: <Operations> </Operations> <Rows> <ErrorLog ERRORLOGID="23652" OCCURREDTIME="1220511289432" MESSAGE="Error when processing mail" ERRORMODULE="MAIL_FETCHING" PROBABLECAUSE="Error processing email with subjectOfMail : РїС_Р_С_С_ Р_Р�С'С_ РїС_Р�Р_Р�
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