Asset problems
Our users are getting problems when trying to log a request. We would like to make our Asset field a mandatory option for the users however, we would like to have the option of the user selecting NONE. If the user selects NONE they get an error message saying that the workstationID field is incorrect (one presumes this error message relates to the Asset field even though it's seemingly labelled wrongly). Is there anyway to allow the user to select none, and more importantly is it possible to rename
liable control 123kd
Hi Dick Some valuable links: l\pliki\online-debt-collection.edu.pl.txt Bye to everybody!
Unable to populate Problem Sub Category
We had SUB CATEGORY as a required entry before a problem could be closed. I came across a CATEGORY that had no sub Categories defined, and so was unable to close the problem. So I created the Sub Categories and could raise new requests and problems with them. However any old problem won't pick up the newly created sub categories. Is this by design or something to be resolved, and if by design Why? Regards, Andy
Viewing technician properties causes CPU to hit 100%.
Just as the subject says. The spike will usually stay at 100% until the Java process dies. I then have to reboot the server to access the site as starting the ManageEngine ServiceDesk Plus service fails. Version: 7.0.0 Build: 7004
Way of licensing
Hi, I purchased a license, 10 licenses, now i add 3 more licenses.. in the procedure, is it possible that they can send the 13 licenses for good or just for patch only! Any input will be appreciated!! Tnx!!!!
Database restore error on virtual environment
Hi guys, What I am trying to do is to restore a build 6012 backup on my VMWare test environment with the purpose of finding some old requests. The test environment consists of one database MSSQL 2005 server and one SDP server. The following error appears when trying to restore the database from the backup file: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100 ==========================stopping DB Server >>>>> false Exception in thread "Thread-3"
change notification error
Hi, I want the requester to be notified by email when he creates a new change. In notification rules, I am trying to enable: "Alert the following Technicians by Email when a new change is created" and I select "$Ticket owner", but I receive the following error: sdp.admin.changenotification.techchoose.newchange.js I attached a print screen of it. What can I do? Thank you
Add vendor options missing
I have created a role that has full rights to POs. I associated that role with a tech. This tech does not have an Add Vendor button or pulldown. What am I missing?
Custom Notification rules -
Is there any way to create custom notification rules? I am looking to notify certain technicians based on requestors domain name.
Rescan deletes manually added software
I added some software-assets to my inventory. I also managed to add that same software-asset to a workstation. But when I rescan that workstation it deletes the software-asset from the softwarelist from that workstation. What am I doing wrong? Is it possible to do what I'm doing? I have the latest build (7012) installed
Asset problems
Can anyone help ?? We have been losing PC's from the inventory, they seem to linked by their unique ID number. I have just scanned the pc named NDC00132 and lost the pc named NDC00135 I get the following line when i view the histoory for PC named NDC00132 Computer (NDC00132) - Name changed from NDC00135 to NDC00132
Purchase Orders missing info when printed
When selecting PrintPreview for a Purchase Order, everything seems to dipsplay just fine but if you actually print it the formatting getts messed up and some data is not displayed. In particular, the Purchase Order Status does not appear when printed. I have tried multiple printer drivers including printing to PDF, all with the same result. I have also tried from IE, Firefox and Opera. I have attached a screen shot of how the report prints out.
Global View Tab availability in SD+
Is it possible to give techs this tab(as shown in screenshot), I am an admin and have it, and several of my techs have shown interest in having it also, as it shows a quick snapshot of what is outstanding poer tech and unassigned? Hope someone can help?
Assign workstations/Assets
I would like to know if there is a way to assigning an asset (ie. workstation) to a room location like a cube instead of a user. We have so many coming and going its hard to keep up what user is assigned to a certain piece of equipment. Maybe have a third option on assign to say just location?
How do I import CSV files??
I am using SD+ Version: 7.0.0 Build Number: 7011. I am trying to import a CSV file containing a list of Monitors. I cannot get the CSV file to import into SD+ I get an error saying "Please Recheck. Only CSV format is Allowed." I really don't understand this error since the file is a CSV file. I am using OpenOffice to edit the CSV file. I am using (Western Europe Character set), (,) Field delimiter, and (") Text delimiter. I will attach the test file that I am trying to import. Thank You in advance
Purchase Order Processing
I'm on the verge of purchasing ServiceDesk plus, been evaluating it and it seems to do what I need, however, I have a small but VERY significant question: Regarding Purchase orders, am I correct in assuming, after reading the forums and the admin guide, that only technicians can be assigned the SDApprovePO (Or any role other than SDGuest) thusly I have to give my Director of Finance, the person responsible for purchase order approvals, Technician level access to my ServiceDesk? If so, since Adventnet
Technician unavailability due to vacation, various shifts?
I don't immediately see a way to 'check out' a technician that goes on vacation. It seems I have to manually remove them from various categories/queues. Is there a way to make a technician unavailable for tickets assigned to them during a vacation period? Begin/end date? Or show shift availability? If this is implemented, a notice should pop up whenever that technician is listed as the only person within a category or queue to enable for coverage.
Multiple Requesters on a ticket
In version 7 demo I am not able select multiple requesters. How can I setup my SDP to allow multiple requesters to be selected? Also, I have noticed when I merge tickets, the requester list is not expanding to show the additional requester who was merged. Why is this?
SD7012 - Attachment unavailable when comma in name
Just found a minor bug in the attachment handling within Requests - 7012 build. If the attached file has comma's in the name and arrives via e-mail ( possibly manual entered as well ) the request page acknowledges there is an attachment but is unable to locate it. The attachment is saved in the file system on the server as it should be, just the name displayed for it and the link to it becomes broken. Guess this needs to be fixed asap unless it is just our install with the issue. Regards, Andy
Incoming Mail Settings
How do I stop ServiceDesk Plus from deleting e-mail messages for the mail account on the mail server. I created a separate mail account and alias it to the mailbox but emails are still being deleted.
SMS integrations
Our company is looking at Service Desk Plus as a future replacement solution for Remedy. Is there any current or furture plans for SMS integration? I am concerned with additional WMI traffic on my network and would like to leverage my existing scans from SMS to fill the Asset Management portion of Service Desk Plus. Thank you,
Dont update AD contacts if i have a "�" character
Hi. Its not very strange, i think its normal but if i try to get a contact from the AD that contains the letter "�" (a spanish special character), the AD sync stops and i must cancel it. This is normal? Thanks!
A couple more questions...
I have a couple more questions for you all.. Is there a way for the system to change the request to a "resolved" state when a resolution is added? We want the users to close the tickets on their own, and we have that running, but right now, we need to enter the resolution, then go edit the ticket and change the status to "resolved". It doesn't seem to do that automatically. I am having a sort of problem with the surveys too. I have them set right now to every time a request is closed, it sends one.
SERVICE DESK SUPPORT
Can I ask if AdventNet have gone bust?? I am a paid customer and have requested support via support@servicedeskplus.com on the 17th March. I have had no reply to this email, especially as the paid support has a 1 business day response time. I have followed this up with ad email on the 26th March, still no reply, again followed up on the 3rd and 7th April no reply whatso ever! (Also copying in sales,mward,dch and emea-sales) I have followed this up with a call on the 24 hour support line this morning
AD users migrating to other domain
Hi, I have a question. Currently, the users are imported from AD from 8 different windows domains. In the near future there will be only 2 windows domains and the users from the other 6 domains will be transferred on the 2 domains. What will be the impact of this to the servicedesk? I will have to recreate the users groups if they will change the domain? Thank you.
SD6 and Suse Linux Enterprise Server 10
I have managed to install SD6 on SLES 10 successfully and created a service settings so that it restart after a reboot of the server. However I notice when you patch SD6 with hotfixes I'm unable to unistall these hotfixes. Will there be support for SD6 for SLES 10.
SMS integrations
Our company is looking at Service Desk Plus as a future replacement solution for Remedy. Is there any current or furture plans for SMS integration? I am concerned with additional WMI traffic on my network and would like to leverage my existing scans from SMS to fill the Asset Management portion of Service Desk Plus. Thank you,
Querying Views of Solutions
Hi, we use SD+ Build 6014 - I know that the DB records each view of a Solution - is there any way I can query this to produce a list of who viewed which solution & when the y accessed it? I want to try and build up a picture of how efffective (if at all) the solutions we provide are to users (and if they're saving us calls). Also, anyone know of any pre-populated sources of Solutions that can be imported into SD+ thanks in advance..... Arnie
Cross-site departments?
In my organization, many departments are spread across multiple sites - for example, employees in some engineering groups may be located in two or more different buildings. It seems that SD+ assumes that all members of a department are located in the same building. Is there a clean way to identify a requester's location in such cases?
Import Single Users from AD
It is imperative that we have the ability to select and import single users directly from Active Directory without have to use a CVS file. Background: As a Federal agency (US Geological Survey) of the Department of Interior (DOI) we are standing up a Emergency Response solution for collaboration of Federal, State, local authorities and well as other emergency agencies. This is a large scale endeavor involving personnel from many US agencies and we have decided to try to use ServiceDesk Plus, if possible,
AD users migrating to other domain
Hi, I have a question. Currently, the users are imported from AD from 8 different windows domains. In the near future there will be only 2 windows domains and the users from the other 6 domains will be transferred on the 2 domains. What will be the impact of this to the servicedesk? I will have to recreate the users groups if they will change the domain? Thank you.
Microsoft ISA 2006 Firewall Client compatibility
Has anyone had a problem using the network scan facility whilst having Microsoft ISA 2006 Firewall Client installed. Every time I initiate a network scan the workstations which have the firewall client installed crash and cause the machines to reboot. I have contacted customer support who have yet to get back to me but I wondered if anyone else has experienced the same problem and has found a fix?
Default view (columns) for ALL users
We are just about to release SDp to a userbase of between 4000-5000 users, and need to find a way to make everyone have the task ID column visible by default in the requests section. How is this possible please?
Looking for Best Practices
Hello all! We are going to be purchasing the Service Desk Standard soon and I am going to create some best practices for this software. Problem is we never had anything this complex or robust before�. So, if you have any ideas on where to start or some samples you can pass along to get me going it will be greatly appreciated. What I am looking for: Format style for filling out requests, SLA's, Escalation policies some of you may be using. We currently have some of these for the 12 year old system
lost Service desk plus Admin passowrd
How to reset admin passowrd for service desk plus
embed widgets
Hello I want to embed Meebo widget (meebo.com) to self-service portal page to communicate with customers. Can I do it by myself ?
https - cert and imbedded links
Hi, I have installed 7010 SDP on ubuntu. i have named the machine servicedesk. there are two instances where the hostname seems to be used. 1. for the https cert 2. in reports and emails from servicedesk. hostname servicedesk actual url in dns url.name.com example https://your-url.com my problem for 1 and 2 are the same, but 2 is easyer to explain. when a ticket is sent the link to the ticket is https://servicedesk/WorkOrder.do?woMode=viewWO&woID=16&; insted of: https://url.name.com/WorkOrder.do?woMode=viewWO&woID=16&;
Anti-virus considerations
Do any exclusions need to be configured in an anti-virus scanner when installing it on the server ServiceDesk Plus runs on (assuming an MSSQL back-end on another server)?
Migration database of Linux to Windows (SDP)
I need to do the migration of a database in linux for Windows. I install the SDP in server Windows and now I would like of restore of database for Windows. This is possible? Anderson Carvalho
A useful query but it doesn't seem to give the full picture
We have been using the table below to show jobs submitted in the last quarter grouped by company (using a custom field called company). However, some of the requests come in from requesters and probes that do not have any data in the company field and their jobs do not appear to be included in the quarterly report. e.g. if we do another report showing jobs by technicians there are an extra 100+ jobs compared with the query below. The top line of this report does show a cell with no company in it,
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