Using ManageEngine to request Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able to request this asset?
Metrics Question - How to report on times?
I am trying to find a way to see how to report on the time from when a request is received by ServiceDesk to when it is assigned to someone or group. I know we can see how long requests take to close from when they are assigned, but we want to be able to measure this as well. If anyone has done this could you please share. Thanks, Carlos
MySQL to MSSQL
Hi, I have been running SD+ build 5505 with MySQL. I finally got a new server and I am planning to install build 7015 with MSSQL. What are the required steps to migrate all the info from MySQL to MSSQL? Kind regards, Alonso
User having log in issues with aliased url
I have a user using Firefox and JRE 6 Update 5 that is having issues using an aliased url. Our server is server1.whatever.com and the alias is helpdesk.whatever.com. When he logs in, he gets an error message that it cannot authenticate. Also in the logs, it seems to stop on j_security_check. What could be causing this issue?
Request an Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We can assign users to that projector and using the History section is very useful for us. But we want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able
Explenation of License and asset fields
Servicedesk, Can someone please give me an explanation of a couple of fields (for what purpose are the fields created by Adventnet). Software Licenses: License Type License Key Resource Tag In Workstation Configuration (Edit Workstation) the fields: Service Tag Resource Tag Resource Serial No Barrcode Since the upgrade from 6.15 to 7015 the licenses are a complete mess. Thanks in advance, Ferry Pranger
Mail server
I just installed SD+ 7015 using Spanish language as the default. I am not able to get the mail server to work. It is configure properly and the connection between the SD and the mail server is fine. However, I do not get the SD to keep fetching e-mails. When I hit the Start fetching button, it downloads the e-mails, bu it then stops fetching. So, I could not download new e-mails, until I manually Start fetching again. It will connect to the server, download the new e-mails and then stop fetching.
Dates not displaying correctly in reports
Hello: We have a few reports we created ourselves and run each week. Up until today the date fields have always displayed correctly, but now are displaying as 1212774588607. This happens in the "created time" "scheduled start time" and "scheduled end time" fields. Any idea on what would cause this to randomly start happening (it is consistent and happens ever time we've run the report today). Thanks.
Existing ticket calls new Request Form
Good afternoon - I have an odd issue that is affecting two of my tickets (that I know about). The issue is that when click on the request in the 'Open Request' list what I get is a new, blank request form instead of the information that should be visible. Is there a way to get this missing information back to where I can see it? I am currently running Version 7014. Thanks - Dennis
SD+ Support for MAC Browser
Hi, Does anybody tried SD+ on the below browsers.Pls reply. MAC OS 9.2 (Browser used is IE 5.1) and OS X (Browser used is Safari).
ServiceDesk and Blackberry Notifications
Prior to using ServiceDesk, we had a seperate Exchange mailbox/address (ex, helpdesk@it.com) for users' to send requests to. This mailbox has a Blackberry tied to it so that the oncall technician could see that there was a request made outside of normal operating hours. What we have been doing since we've purchased ServiceDesk is taken email requests sent to helpdesk@it.com and copying them over to ServiceDesk manually creating each ticket ourselves. We would really like to start having customers
User unable to add the conversation via web
During the workflow of a ticket, we often require a user to add details to a ticket, or have users who want to add comments to a ticket when viewing the request via the web portal. I cant see a way that a user can add to the conversation without digging out the last mail and sending a reply. Am I missing a setting somewhere? Matt.
Incident aging report
What report are people using to show the age of open tickets on a daily or weekly basis?
Change link broken in 7012 - Send for Recommendation message
Since the upgrade to 7012 the recommendation for change e-mail message appears to be broken. In the e-mail is the DETAILS LINK which has the code of $ChangeLink When the e-mail arrives with the recipient instead of the link going to the change the url is $ChangeLink ( the text hasn't be subsituted as it was prior to 7012 ) net result is >> HTTP Status 404 - /$ChangeLink -------------------------------------------------------------------------------- type Status report message /$ChangeLink description
How do I install an SSL key on the SDP?
Hi, I am finalizing my migration of our SDP software to our new HelpDesk server and was wondering how to install the SSL key on the SDP software so the login page is encrypted? Thanks for your time. rsnellman
Response Times
Howdy, I was wondering if there is a way to change resolution times into response times? In our SLA's we have a maximum response time instead of a resolution time. (I.e. if something is critical we will respond within 10 minutes, but it may take all day to fix) Can the jobs be set to not go overdue if there is a work log within the resolution time?
Default Technician
Hi team, Is it possible to have the Technician field on a new request default to being the currently logged in Tech that is creating the new request? Cheers, Mike.
Where are the custom images stored
Hi, I am tried to customize my "Login page image" & "Header Image" and was just wondering where are they stored within SDP file structure? Thanks for your time. rsnellman
Multiple Domains
We are slowly moving from one domain (Domain A) to another (Domain B) We have users and technicians on both domains. Domain A works fine. When I tried to import active directory users from Domain B, I got the following error message: Operation failed, couldn't bind to the Active Directory Server. How do I import from the other domain?
Users cannot update conversations
I am just getting ready to release ServcieDesk Plus to our users. When a user raises a ticket, & a technician adds a request for more information, there is no way for the user to add details to the conversation without replying to the original email. Our purpose for choosing this product was to provide a portal that users can use to manage their tickets & requests, this seems to be a major limitation in their ability to do that. Not sure if this is by design, or if I am missing a config somewhere?
Mail server
I just installed SD+ 7015 using Spanish language as the default. I am not able to get the mail server to work. It is configure properly and the connection between the SD and the mail server is fine. However, I do not get the SD to keep fetching e-mails. When I hit the Start fetching button, it downloads the e-mails, bu it then stops fetching. So, I could not download new e-mails, until I manually Start fetching again. It will connect to the server, download the new e-mails and then stop fetching.
Not totally sure SDP software is working completely correct
Hi, I recently moved our SDP software to a different server and well here is the process I used. 1) Installed MS SQL Server 2000 on new server 2) Restored servicedesk database in MS SQL Server 2000 on new server 3) Installed SDP - version same as old server - on new server 4) Backed up SDP software on old server 5) Restored SDP backup onto new server 6) changeWebServerPort.bat to make port 8081 & https on new server as like the old server 7) Added my current license to the SDP on new server Last
Appending Email Replies
We are just now implementing SD and at this time we're not quite ready to roll it out to end users to input their tickets or update them via web interface. In our old system, we received tickets from users via email. If the user wanted a status, they put the word "Status" in the subject line with their ticket number and the system sent them an email that gave them an updated status (a list of all the work/comments that had been added to the ticket) In addition, if they replied to an automated email
completed time to show as empty if request not completed
how can i get the completed date as empty if the request is not completed and i have to use the DATEADD function in the reports???? the completed date shows my default date value if the completed date is empty
server cannot start
after setup the server service cannot start. it starts loading loading then fails along the line. no error messages i supplied the sql server login with an account which a member of the built in admins eg. DOM\username with a password. why is this? thanks
Bizarre Wireless Mouse & Keyboard issue in SD+
This has got me completely at a loss so any helpful suggestions would be much appreciated. We're running SD+ 7015 and the problem exists on my client machine only (in IE7). I have a HP NC6400 laptop and a Logitech 660 cordless desktop (wireless mouse and keyboard). Whilst using the equipment with the laptop screen open, everything works as normal in SD+ However, the minute I attach an external screen (Samsung Syncmaster 943n), the mouse and keyboard stutter around (ie. stop / start movement or typing).
PO Workflow
Is there a way to configure POs so that the purchase order request can be sent to the purchasing department via email? It would be great if that can be done so that requests can go through the system and when approved to be sent to Purchasing for processing.
Responded Date & Completed Date
Dear All Whenever a ticket is closed, Responded Date & Completed Date have same values , which is wrong. the Responded date should be actually the call pickup time. Kinldy tell me what shuld I do if i want to know when was the ticket actioned for the first time. Also there is no report to fetch Avergas Response & resolution time
cant add Note
we just upgraded to Build 7013. When a normal user adds a not to a ticket they get the normal pop-up. They type in the note. When they click "Add Note" it brings up a seperate blank Internet Explorer window. The note gets added to the ticket but the user does not see that. It works fine in Firefox 3 but not in IE 7 or IE 6.
error message when deleting a product
Hi, I get this error message when trying delete a product from the list. Thanks, John
Bar Code Scanner Question
Hi, We have found a software that will interface nicely the Symbol MC70 with the Service Desk Plus but we need to know which tables are used for the inventory/Asset part of the DB. Is there any way that you can help us to show the relationship between the tables and the asset section of the DB in MS SQL version. Many thanks and keep up the great work. Regards, John
Approval button for Changes
I no longer see the approval button on the approval tab for changes. I have to approve the change, now, by editing the change and changing the status of the change to "approve for assessment" and so on. Anybody else seen or have this problem? Thanks Dean
Does ServiceDesk Plus require Microsoft SQL 2000 Server?
Hi, I am trying to figure out what ServiceDesk Plus system/software requirements are. Does ServiceDesk Plus require MYSQL or SQL Server in order to work? Thank you for your time. Bob
Add text to "Description" field
Hi guys, Being in a Danish company and wanting to have users log service desk requests in English (several reminders haven't worked ) I'd like to know if its possible, or will be possible in future releases, to predefine a text in the 'Description' field for the user to see when they log a request? I'd like to have the text 'Please submit your request in English' written in the field for the user to see before he/she begins logging the request . Thanks, David Petersen
Issue regarding department name when creating/altering reque
Hi, I have a issue, when I create a new request or alter a existing request. When I start creating a new request, I start typing in the name of the requester in the "requester" field, and shortly after the requesters full name pops up in a dropdown box. I press the "TAB" key, and the requester is selected. However, the department field is not filled. If I click the "Find requester" button next to the requester field, and locate the requester through the interface, the department field IS filled..
Scanning logic
Can you explain the logic of domain scan? --- At this moment I have following situation:I look at history tab and in "Workstation Scan History" section see that this workstation was changed several time(software and hardware). After investigation I think that is result of changing IP address. Is it true? What if all of our workstation received ip by DHCP? Will the history tab is useless in this case?
How to assign a report to a group or technician
We have a group of technicians who only have access to a certain category. We want them to be able to run specific reports for that category. We can create a new role and give them access to all reports for the group and assigned to them. But my question is how can I take an existing report and assign it to a group or technician?
Software License
Hello! There's any way to do a report based on ALL Software (managed only) and it's Licensed and Unlicensed installations ? I need to know the Software Type, the Name of the Software, the Workstations where the software is Licensed (installed) and the Workstations where the software is Unlicensed. There's some way to do this ? Thank you!!!
Updating a call
When trying to update a call by selecting edit then at the bottom of the page there is a box for "Reason for updating request" I add text in to the box and click on update request when I go to the History of the call there is no update date to the call. This happens with all our users of teh service desk.
New Requests not being saved.
We are running ServiceDesk 7014 on an MSSQL 2000 database. We have been faced with a problem since we were originally running 7005. After you have finished filling out the request details, when you hit "Add Request", the call is not logged and you are redirected back to your main page. This seems to be random, although the problem is getting worse. If the person continually tries over and over, most of the time the call is eventually logged. This happens with IE6, 7, and Firefox. It does not seem
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