Asset Management Query - User Rights
Just want to check my understanding , there is no way to create a technician user that can just update non IT assets, for instance to keep track of telephones and mobiles, whilst not allowing them access to change workstation info etc. Don't want to submit a feature request for something that is already achieveable. Regards, Andy
Change notification fixes in 7013
Is one of the areas worked on relating to the messages with subject line Denied by $ApprovalSentTo and Approved by $ApprovalSentTo Just after 7013 I'm getting change notification messages being sent with those as the actual subjects. Do we need to go back into the nofications and rebuild them to fix this post applying the service pack? Regards, Andy
Domain scan finds same computes twice
Our computers are in domain N: vvv.ee the domain scan finds computers like pc001.vvv.ee and pc001.dyn.vvv.ee and a lot of the names are like so. Why does it find the same computer with different ndings. And amazing is that with not all the computers only like 50 from 300.
Crystal report showing deleted/merged requests
I've created a report using Crystal to display a certain departments incidents during the last month. However it seems to be pulling out incidents that have either been deleted or merged. I've had a poke around the database and can not see any fields similiar to "isdeleted" which relates to workorders. Can anyone shed any light on what field, and in which table is responsible for hiding merged requests please? Cheers
Workstation Audit Report
Hi I am trying to create a report based on the AUDIT settings in ServiceDesk. I have everything working except unable to perform a WHERE clause with the AUDITTIME and <from_today>/<to_today> templates. Wether I take the AUDITTIME out of my WHERE clause or leave it in I get the same results. See code below: SELECT DATE_FORMAT(FROM_UNIXTIME(wsah.AUDITTIME/1000),'%M %d, %Y, %k:%i') "Last Scanned", wsah.AUDITSTATUS "Scan Status", workstation.WORKSTATIONNAME "Workstation",deptDef.DEPTNAME 'Department',wsfields.UDF_CHAR1
good old Vista
I've got a laptop on my Network running Vista, every time the user tries to log on to Service desk I get nothing... anyone else have/had this problem and any solutions?
comestibles disaster spreads across the globe.
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congratulations advent net
You're so confident in your program you have to screen all none registered members, so I thought I would take the time to sign up, just so as I don't get filtered, congratulations on the most thought through process. Note: Your post has been edited by the Moderator
MS SQL -- Time Format Change
Anyone know how I can change the format of my time from HH:MM:SS to h:mm:ss? Also, my date format is day\month\year, I would like to make it Month\Day\year. I am running MS SQL. Any help is appreciated.
Custom Report
We want to show all the description with the id request number. But when we created one report with this condition, we realized the field of description is cut. Can I change the length of this field or exist another way? For us is important because, we need to send this report to some people, and those have not access to the system. Best regards. Esteban
Item field - Mandatory at close, not working
Hi We have the Item field set to mandatory in the Request Closing Rules screen. However requests can be closed without this field being populated. This field is NOT set to mandatory (under request form customizer) for creating requests. Have searched the forum and it doesn't seem that this bug has been previously raised. Regards Minya
How can the default administrator password be reset
G'day, For some reason the default administrator account with password no longer works. In previous posts, there is mention that the procedure can be emailed. Can SD Support please send this procedure to me?!? Cheers :)
AutoAssigning Tickets
Hello, I'm curious as to whether or not there is a way to auto-assign system tickets? Currently we have our users create tickets by sending mail to SOMEEMAILADDRESS, and it creates their ticket, and all works well. However, if we create a group for a certain task, or set of systems, we'd like for the ticket to automatically get assigned to that group. I am hoping there would be a way where when users/management create tickets via email, they can have something in the subject that the system can search
Category List
Hi all, I am in the process of creating category lists (not yet live). I have over 300 applications entered so far. Next I need to add four items against each one. Is there a short cut to doing this ? I am really not looking forward to it...... If I was to do this via the MSSQL tables, would that work / be quicker ? Here's hoping !
Password Expiration
Hi, I am using WebNMS 2.3 SP7 I have problem in creating account with password expiration. It immediately gives me a password expiration message, even after resetting the password age using UserConfigAPI. In DB password age, expirytime and userstatus all are fine. Kindly help me in this regard
SDP Crashes when changing Technician Details
Has anyone else had this problem? I need to make changes to some of the techicians details, i.e add me to the PO approval group etc, but when ever a tech with admin rights (either remote or local) goes to edit a technician the SDP crashes. (Tray icon disappears and tries to reload and fails.) I manually have to stopdb.bat and then type startsdp.bat to restart the helpdesk. I'm using 7012 and have downloaded 7013, but this problem has been existant since about 7008, never really worried about it until
Technician Can't see unassigned requests
Hi, We have just upgraded from version 6 Pro to version 7 (7012) ent edition. I can see all unassigned requests in service desk, but one of my technicians (who has the same 'role' as myself) can not. We are both in the same groups with the same roles. His dashboard says unassigned (request by technician) as 24, but when he clicks on it, it will only show him 1 unassigned request. When I click on it I can see all 24 unassigned requests. He is our main dispatcher and needs to see all requests coming
Cannot apply SD+ license file
Current SD+ 6010 server going end of life. So, on new virtual server have started with old v5.5 install and run up through all the same patches as old server up to 6010. Imported old database fine, but when I go to apply the license key I get "Please apply a proper license file". I noticed when I used run.bat that jndi.properties was missing on new install - copied over from old machine but makes no difference. Fortunately the old server is still working but can anyone tell me what's going on? Both
Error Changing Domains from Public to Private
We have a number of domains that show up when scans are performed on our networks. Instead of removing them each time we set them to be private so that they don't show up on the login screen. No we have a new domain that has shown up, and when i edit the new domain and untick the public box, the other domain (our default one) moves into the private domains instead of the new one. if i try and edit our default one it comes up with the following error FAILURE :Exception while updating the Domain. Please
New issue after 7013 patch
We are now getting the following error constantly.. Error in function populateListbox TypeError [Line:492 :xmlResp.responseXML has no properties Any thoughts? Greg
Does local admin count as a technician?
Hello, using ServiceDesk with AD and all technicians are AD accounts. I've previously maintained a local account for admin reasons if there were ever problems with the AD authentication. We now need to enable another tech but this looks like it is going to push us over our license limit, so I would need to lose the local admin it seems or upgrade. Is it possible for the local admin to not count as a technician or do I just have the thinking all wrong here?
Unable to delete a Request
I've been trying out using templates with built in tasks but have found that I can't delete the request that I created as a test. I can't delete the associated tasks either. Back in the template, I can't delete the tasks or the template! I am still able to delete "normal" requests. Has anybody come across this before? Is it expected behaviour? I'm currently on Build 7011, scheduled to install Build 7012 later today, using an MS SQL database. If anybody can help, I'd be very grateful. Adam B
Request closure issue
I get the following error: FAILURE :Request cannot be completed. Please fill the following fields -impact When i close a request. now i know this is due to the trial we had being enterprise and the code we bought being professional. in the pro version you can not view or edit the ability to change impact. in the enterprise versions you can. we are pretty sure we turned off mandatory impact before we added our licence code. this is quite a serious issue as the system is now live and we can not close
SSO
We are having an issue where if there are no IE browsers open and you click a link in an email that goes to a job, or open a shortcut to helpdesk IE is prompting for a username and password. Entering your username/password takes you to the page requested. With IE already opened, when you click a link or open a shortcut IE does not request a username or password. Has anyone else ran into this issue and does anyone know a way to resolve this? We are using buid 7012, IE 7. Thanks, Matt
Alert on new tickets with no technician response
I would like to devise a method of sending an alert to myself when a ticket has been created in our SD7 queue and x amount of time (eg an hour) has elapsed without a technician responding to it. The system responds with an auto reply, but I want to improve our turnaround times by getting a technician to respond within the hour Any advice would be appreciated Thanks Anthony
User Portal and Categories
Hi there, I would appreciate some real World experience/observations of the following: I am currently configuring the categories in SDP (not yet live). I see the customer portal (requester login or whatever you call it) as being very useful in this organisation since we have 24 hour sites but 9-5 Service Desk. I am creating the categories from an IT staff perspective and keeping in mind the need to be able to escalate, assign SLAs etc against specific categories/items. However, users have a different
Custom Report
Looking for a script to run a custom report that would give me the last login info of a computer as well as the IP and/or the computer name
Unable to delete an Administrator
I have been trying for the longest to delete an Administrator who is no longer part of our company. However, wheneverI do that, I got the error message " FAILURE :Error occurred while deleting technician Please report the problem to the system administrator, with the Error Code - 1,208,783,104,468. " Customer Service have not been able to help after 3 calls Can anyone help me? I'm also an administrator with full rights. Thanks!
Resource Tag & Assets Tag - What has happened here in SD
We used the Asset Tag in SDP 6.0 to assign our unique Asset numbers, these appear to have been imported into SDP 7.0 as Resource Tag, however. - Columns in view doesn't have this as a choice - Reports in Custom Reports for Resources lists "Asset Tag" as a choice only but doesn't return the correct value, it gives the scanned "Resource Tag" only, not the entered value from Assets in SDP 6.0. There is no choice available for "Resource Tag" We really need these two columns to be independant and accessible.
Down Down Lists Closing IE
I'm having an issue with the unpopulated drop down lists in SD+ closing my ie window down. I figure its some issue between ie and java and not SD but its starting to really tick me off... Basically on all the drop down lists with values in it works fine. But the second i try to access a drop down list without a value ie simply closes down, no matter how far through a ticket i am. On our SD+ we remove as much info for the user as possible and some fields you cannot. I have a completely new HP 8150w
Build 7012 Released
A hotfix (version 7012) has been released. This hotfix is applicable for 7000 to 7011 builds only and is available at http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_12_0.ppm Issues fixed in this Service Pack : 1. Sorting of users / departments not in the alphabetical order when assigning users to assets has been fixed. 2. 'Location' field not available when adding/editing Workstation has been fixed. 3. If department with same name exists
View others requests
Hi - can anybody help with how we set requesters to view other requesters tickets, i.e. a manager can view his teams requests Thanks
Requester's Default Screen
I would like to set the users' logins so that instead of opening at the Home tab on their main page, it automatically opens to the Requests tab. Is there any way to customize this?
Import from CSV
Hi, I'm running ServiceDesk 7011 version. I cannot import the new accounts to SD from a CSV file anymore. It worked when I was running the old version 6003. Very appreciated if someone can help.
Email the end users??
We are eval'ing this product and i had a stupid question that i cant seem to get working. We a tech updates the ticket. With a note or a Work Log entry. Can the ticket summry be sent to the end user so the end user can see the latest actions for his/her ticket? Also...when the client gets the ticket via an email and hits "Reply" will the ticket get updated with his/her comments and the tech assigned be notified also? Thanks. Matt
Import of ticket data from old system?
We are migrating ro SD+ from an old helpdesk software. Has anyone had success importing tiket data from an old system? There does not seem to be an import tool for ticket data. I also contacted Support, and they were going to get me something in 3 weeks, and that deadline is approaching very fast. I'm getting under a bit of time crunch, and would be willing to import things myself (from CSV or other) if I had the tools...
Import printers via CSV not correct
Hi, i want to import all our printers via a CSV file into the Assets management. Import is ok, and i can find the printer via the search option. But I cannot see the printers in the Printers folders of the Assets. What do I wrong? The field Asset Type is mapped t a field with the text "Printer" Please help!! :?:
Wrong ServiceTag?
When I scan a specific notebook into the system it's coming up with a service tag that is dissimilar to what it should. It is also showing the wrong model. I was under the impression that it pulls the data from the bios, and Windows on the PC tells me the correct model, but Servicedesk Plus shows an incorrect model and service tag. The computer name and IP are correct. I am sure it is scanning the right machine, but it's getting the wrong information. Is there any reason this should happen?
Domain scan config / ad authentication issue
I've noticed that the Domain Controller per domain set up in the domain scan configuration is the same DC used to authenticate the users signing in to Servicedesk (v7 build 7012). I had an issue where a DC was taken offline (not in my domain) and we were not aware of it and users could not sign in. I changed the config to look at another DC in the affected domain and all was well once more. My question: is it possible to configure SDP to look at more than one DC per domain, or would a 'round robin'
Possibility to extract solutions in the report module
Please help me what script do I need to extract the resolution of each ticket.
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