Purchase Order Error #2
Following my first post, when the decimal places are run out to the 12th or better place, I removed the sales tax calculation and added a price adjustment to cover sales tax. As shown in the attached image, note that the last 0 of the 2 digit decimal place is cut off now, if it is a zero, otherwise it shows fine.
Tuning in 7011
I have been out of the loop for a bit. Is it possible to tune the db and such in SD+7? If so how? The old v6 startdb.bat script doesn't seem to be the same in 7.
Tasks
Just started looking at tasks properly (SDP Not yet live). They have always looked very promising. However, it seems that when you receive a task, you have no idea which request ID it relates to ????? Nothing in the task or the email. Am I missing something ?
Solutions Migration
Hi, When we switched to SDP 7 from 6 using a clean install we tried to migrate the solutions as stated in the http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669139& topic. Unfortunately this didn't work quite well, because now we have solutions with no author that we cannot access, some solutions have authors which are requesters, etc... Is it possible to delete all the solutions that have no author (maybe by running a query) and then import them by hand?
How To See All The Closure Comments Submitted By Requester
Is there an easy way for me to see all the 'close accepted' comments that have been submitted by requeters after they accept the closure of their tickets? I know I can visit each closed ticket in turn, but I'd like to get a single list of them all. I can't find a report that will give me the info needed and have no idea how to setup a query which I would imagine is probably the best way to do what I need. Cheers John
Restrict Access to Requests
Is is possible to restrict access to certain requests so that they can only be viewed by certain users/groups? My It Manager has listed some requests as confidential, but the requirement for accounting for techs' time means that all requests must be put into the system...
Notification/Escalation Off-Hours
Is there a way to configure a notification based on when the request is opened? For example, I want to receive an e-mail notification if a user opens a request outside of our "Operational Hours" configured in ServiceDesk.
Restoring database to TEST environment
I have just built another server to be used as a TEST environment for patches etc. Now the build went not too bad(7005), and is now up and running, my issue now is that when I execute restoreData.bat(after stopping service) and browse for the recent backup and start the restore, a command box comes up and goes through the process of restoring(takes about 3 minutes) And indicates that the db was restored successfully? But no data is there when I login? What have I missed?
Survey problems 7.14
When the user runs the survey and click Submit. It forwards to another page. Welcomenull, Please help us to improve our service by participating in this brief survey. And from that page you can�t do anything. I use 7.14 with SQL server 2005. Please Help
Can�t add licens to a Manged Softwsre
When we try to add licence to a software that was discovered under a domain scan on the computers we have some problems. We can add licence when to software, when there isn�t so many off it. But when we try to add licence to, for ex. Office 2003 and Windows XP that we have on all PCs, nothing happends when we point the mouse to the Action button in the software window. This is a big problem that we need help with.
Robo Technician and case closing
Hi, We have purchased Robo Technician to speed up password changes. At the moment, all technicians have to complete a Job log indicating how much time was spent on a job before closing it. This means that the robo technician cannot close a case because it cannot fill out the job log. We get the error message: WARNING :Password changed successfully.New password is - xxxxxx Request Closing Rules violated. Request cannot be completed. Please fill the following fields -timespent How can we fix this.
Security Vulnerability
I have found what I consider a significant security related issue with SD+. Enough that it is changing the way I use the product until there is a fix or change to the software. I know some companies prefer a heads up prior to a public disclosure of a security issue with their product. However, I am of the opinion that the customer should be quickly informed of a vulnerability so they may mitigate. Adventnet: Who is the best contact at your company I can disclose to? SD+ Users: After I've disclosed
change Status issue
We have added the "in progress" status to our list of "Change status too" drop down list. In the admin section this clear says to keep the timer running, however when we apply this it closes the job rather than keeping the job open and showing the changed status. Subsequently we cannot see this when the shown filter is set to "My open or Unassigned". thanks in advance Paul
Ask for permissions leveling at branches,
Dear SDP Support Team: Please open the attachment for business model in Vietnam, but also I think common over global. Normally we can have only Admin and Technical rights (2 levels) with SDP 7.0. However with customers they need more than 3 levels of administration as attached, so could you pls advice how to apply their business requirements into SDP workflow? This is very important feature that without it, customers can not manage their IT Team activities (also same scenario with asset and PO management),
Network Scan with SNMP
What do i have to do to get the Asset Serial No and the model off printers when i scan the network using SNMP. I do get the Printers name and the Produkt name. Is there a way to do this ?
Apply proper licence
Hi I have moved the helpdesk to a higher spec model this weekend and have install SDP 7015 on the new server. After backing up the data from the production server (which is also running 7015) and re-importing the data into the new server I apply the licence file (emailed to adventnet today) but i get error "apply proper licence" Please can you take a look at the licence and see if it is damaged please. Regards Stewart
editing the 'department' field in an existing request?
dear all, I'd like to edit (change) the 'department' in an existing request. This field is not a drop-down-box but generated by ADS (I guess)? Is there another possibility to change the department though? I could do it by changing the requester, but that's not a good solution... thanks for any input!
Lost Workstation Additional field data
The company I work for recently upgraded to ServiceDesk Plus 7.0.0 Build 7013. One major problem that has occurred is that the Workstation Additional fields that we had did not carry over to the new version. This is a major issue because we had information contained within these fields that is required to charge different departments for the equipment ordered, audit information, and billing information. Some of this information was only contained within the ServiceDesk software. How do we get this
Contract Module: "To View" instead of listing alp
In the SD6 Version I was able to view contracts in the contract module by when they were going to expire. In SD7 it is now listed alphab. so it much hard to quickly see when contracts are coming up for renewal. Is this going to be fixed? Listing alpha. is kind of useless. Thanks, HoopD
Asset Scan - Local workstation accounts
Hi, I was just wondering if it's possible for the asset scan to retrieve a list of local accounts configured on domain machines, or to list the accounts in the local Administrators group? Cheers
Un-necesarry Notification E-Mails
We find the notifications very useful, however the system generates some that are quite frankly pointless, and does not send some that would be useful. When a technician logs a call and assign's it to himself, receiving an E-Mail saying a call has been logged to the technician is pretty redundant, the web interface knows which technician is logged in so surely it is a simple matter to suppress this particular message. The same also applies to a call that is e-mailed in, if a technician forwards an
Reporting query and help
I would like a report that shows me the average time each technician has spent on requests by priority. I am failry sure the query below does this to get it I - Created a Matrix Report for requests - Showed technician down the left side, priority across the top and Summarized columns by average of Time Spent - I then filtered to show only completed requests for last month This is the query I get when I show query from the result. Can anyone - Confirm to me that the results should show in hh:mm:ss
CHange requester on a ticket?
After our data import into Service Desk, some of our tickets did not have the requester mapped over quite correctly to our AD users. Is there a way for me to change the requester on a ticket? Thanks, Mick Reese
Make Request Hidden/Private?
Is it possible to make a request hidden or private so that only a particular tech or admins can see it?
Request not being closed when using email link?
We've finally got our implementation running, but seem to be having a problem allowing the requester to close the ticket once they receive the email that it is in resolved state. They click on the link, which brings them to the Close Request page. Nothing happens when they click on the close button (the request stays in pending state) Is this a problem? Or something I missed in configuration?
Report - Category changed post-request
Is it possible to track in any way requests which have been recategorised after they were logged? We're implementing a new install of SDP and want a way to track how effective our categorisation scheme is.
Issues in 7015
Print Preview button in PO module still not working when creating a New Request - phone number for Requester does not show up please help thanks
Addition to Available column in Reports
Is it possible to add subject matter in the "available columns" when generating a custom report. This would be handy for generating engineer sheets. Plus a print facility for when viewing requests as a quick report as a the moment i have to copy and paste the contents of "MY open or unassigned" into word to print these off. Thanks in advance Paul
New Request - cant manually populate contact number and dept
When creating a new request, the contact phone number and dept fields are greyed out. I can see that when I select the name under requestor details, it will pre-populate these two fields 'If the information was present within the active Directory that I synched into my SDP'. This is fine for calls from people within THIS Active Directory. However, we have a number of users who reside outside this AD (or any AD that I could synch with - no WAN link) who we still have to provide certain aspects of
Help! Unable to complete db restore in build 7013.
I have recently tried to update to build 7015 but it failed halfway through and rolled back. Then the SD server wouldn't start even though I ensured the stopdb.bat had been run before clicking on the icon to start sd. We ended up re-installed sd, updating to build 7013 (this version was the one we last took a backup from) and tried the restore. However, at the end of the restore process we get the error shown in the attached picture. I have tried two different backup files but I get the same problem
Workstation IP Query
Can someone help me write the following query reports (I have no idea what I'm doing )? Workstation: IP, Resource Name, Department, Site, MAC Address (sorted by IP) & Workstation: MAC Address, Resource Name, Department, Site, IP (sorted by MAC Address) Thanks, Nate
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routing change request approvals
is it possible to do the following: - automatically have a request generate a change if it is required - then automatically route change requests (one after the other) for approval and not allow any changes to the request except by the one it is currently routed to? - then once the change is complete, have the change and request automatically resolved once something is placed in the resolution field? we are needing an automated process for change management as part of our DC certification. thanks
Deleting Request does not remove the attachment
Hi I have a number of requests with attachments that I do not need any more. If I delete the request it does not remove the attachment which means my database and backup are just getting bigger and bigger. Having asked about tidying up the database after deletions I was given this:- c:\Adventnet\Me\servicedesk\Mysql\Bin>mysql.exe -u root -P 33366 servicedesk Mysql> delete from aaaaccsession; Mysql> delete from auditrecord; Mysql> delete from recentitems; Mysql> delete from errorlog; When we delete
edit variable ServerAliasURL
Does anyone know how and where to edit the ServerAliasURL I have ServiceDesk Plus running inside and outside the FW with Proxy servers, but the notification messages send the actual server host name instead of the public one.
question about the survey
Is it possible to receive a notification when an user complete a survey? (by email for example). Because today, it's not possible to say when someone complete or not the survey (only when you go on the specific part on the appli). It's possible for us to track the comment added on the survey. Let me know.
Assets Scan question?
Hi, I'm currently evaluation ServiceDesk Plus, and I have some question during using it. 1. Can I avoid to scan some PC when I use "Windows Domain scan"? 2. Why I cannot scan any software in Linux PC? I have started SSH or Telnet service in my Linux. However, SD+ only scan hardware infomation. Best regards, Letter Lam
Automate emailing of changes to public folder
I'd like to automate the (body) text and actions of changes we undertake in SDP to a microsoft Exchange public folder. Long story as to why I need to do this (dont ask). Is there any functionality in SDP that would enable me to do this ?
Non-Imported Users Logging On
Hello All, SDP v7012, Users who have not been imported into the system can still logon. This was not the case prior to 7 I am in an environment where not all users of the domain should be able to logon to the system. What's the deal here? Why was this changed?
Forwarding Request leaves no history?
Am I missing something or does the action of forwarding a request not get logged anywhere? Is it possible to add this as a feature - at a minimum, I should be able to see on the history tab that I forwarded a request and to whom. It would be nice if the history also included any attachments that were sent.
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