SD+ Slowness and takes ages to load the request screen
Dear All, We are facing a serious issue with Service Desk since last few weeks and the application hangs now and then also takes ages to load/ refresh the reqeust screen. We are still using verison 6 with build 6014. We got 40+ technicians working and average of 120-130 Ticket per day. I am wondering whether its due to the heavy load? We also got a feedback from support team that it's due to the notification feature enabled. If any one have suggestion / face simlar problem plese advice to us. Thanks,
Can the find "Created Time" field when creating a
Hi , There use to be 'Created time' field for Advanced Filtering when creating a report. However, after upgrading to version 7, I can't find this field. We need to use this to exclude some request created on certain date. Is it possible to fix this in the next service pack? Regards, meg93zhen
Active Directory users logging in - no import
Hello, As of the upgrade to 7 all users that are in our active directory are able to logon to service desk. Prior to this I had to import them first. For many this may be a convenience, however there are many users in our AD that should NOT have access to the helpdesk system. Is anyone else experiencing this? Not sure why this changed but it would be nice to have the control back. Thanks in advance for anyone's help.
SLA escalation to a group?
Is it possible to have an SLA escalate an incident to a group rather than to a specific technician?
CANNOT ENUMERATE OU'S FROM CHILD DOMAIN?
Hey Guys, Upgraded from version 7009 to 7011, and ever since we cannot enumerate OU's from my child domain so we can perform windows domain scan? It sees the domain controllers fine, users from child domain can logon to self service portal. Any advice? I have also sent support file to tech support for feedback.
Servicedesk database documentation
Is there any documentaton I can download in regards to the servicedesk database. I am trying to end user requests entered in the web page and transfer the information to Microsoft Team Foundation Server. I figured out that the WorkOrder table is where the majority of the information goes to, but I am having a devil of a time trying to find the Category, Sub Category, and Item information is stored. I believe they are template fields, but cannot find the table that stores the information and its relationship
Technician configuration problems - assign roles
On every technician other than myself I can assign the various roles, particularly the ability to approve the P/Os. On my profile I do not have that option. I am assuming that as the primary administrator this would normally be the default? However, if I issue a purchase order, I do not get the drop down menu to authorise it. I have to allow a colleague the permission and send it through to him for authorisation. I thought that it might be ta rule where you couldn't authorise your own P/Os but it
Assign To: quick job
When viewing the list view for requests is it possible to amend the quick job "Assign To" function to allow assigning (move to) a group queue instead of just a technician. We have a number of users that move between sites so therefore cannot setup jobs to automatically go to a queue and have to do this manually. This option would save us quite alot of time. Regards Mike
Tech cannot type in resolution or close ticket
I am new 30 day trial user. Setup ran great...customizations too. Question is what permissions should be setup so that a tech is functional without being true admin to system. My problem is that tech was assigned ticket but he cannot type in resolution or close ticket
Surveys do not work in Servicedesk plus Enterprise
We are using build 7009 of the Enterprise version of Servicedesk Plus. The surveys have never worked for us. The email gets sent out as expected and the user receives the survey. There is no space between the 'Welcome' and the person's name which looks un-professional. However, worse is to come. When the survey is filled in and the submit button is clicked we get the screen that I have attached to this post. As you can see 'Welcomenull' is at the top, which again is un-professional and what is worse
duplicate departments
Hi, I have hundreds of departments in my department list. Departments, that do not exist in my company. Whenever I import requesters from my Active Directory, lots of departments are duplicated. Departments, that do not exist in my Active Directory at all. It seems, these are departments, that come within the first installation of SDP See attached Screenshot for details. It is really hard work to delete over a hundred "accountant" departments just to find some of them again after the next import
Which table maps the resource id to resource category id
Please could anyone tell me Which table maps the resource id to resource category id. Thanks
Request closure by technician report queries?
Can anyone assist in creating or suggesting a report that could be used to determine how many requests have been completed in a timeframe by individual technicians? Basically I need to know who has closed what on an individual basis. Thanks in advance
Add application licenses
I'm testing out SDP v 7011, but have problem finding out how I add licenses and thereby associating them to scanned software. Anyone who knows? rmo :idea:
CAB -Ability to email new CAB member without mail to all CAB
If I add a new CAB member to a change, I want to be able to Send for Recommendation to a the new CAB member without mass mailing all the previous CAB members again. If the TO: field was editable on the current Send for Recommendation mail then I could remove the CAB members that I didnt want to receive the mail. Can this field be made editable ASAP? Can I do this in the backend?
Any news on the next hotfix release date
I read the article a while back describing the list of fixes due in the next hotfix. I heard it was due last week some time but so far it hasn't been released and we're keen to get some bugs squashed! Any news on a release date? Thank you.
Error trying to delete an item from the Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Error trying to delete an item from the Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Problem with Survey Reports
Running ServiceDesk 7.0 on MySql. A user will give a high satisfaction rating and total score will reflect properly in Survey Overview Report When running any of the other Survey reports the scores are low satisfaction. Overview.jpg shows the high score results. Dept.jpg shows the low values please advise
Import CSV files
Hi, I just had created news AD and SDPlus fields to import the CSV information to SDPlus. But when I updated it from CSV options it doesn't map the information very good. This problem will be fixed in next hotfix ? Thanks. Att Silveira
"Technician Availability Chart" in SD 7.5
Not sure where I should post this but I was looking at the 7.5 roadmap at: manageengine.adventnet.com/products/service-desk/roadmap.html and thought that the Technician Availability Chart was a good idea. However, it doesn't seem to let you say a technician is available in the morning but unavailable in the afternoon or vice versa. It would be really useful if this could be implemented as availability can vary during the period of a day. To see the chart look at the attached image. Thanks.[/img]
Backup schedule creating 24 copies each day
When I activeate Backup Scheduling, the system create a new back almost every 15 minutes. I want to create one backup each night. I selected 1-Day start at 23 Hour, 15 minutes. What is the correct setting to backup the database once each night? Clashise Howard
How create filter of requests by request type?
I want create user filter, for filtering requests by request type, but i don't find this field in the conditions. How i make it? it is possible?
Service stopping almost every night.
Hi All, We are running 7011 and periodically, usually every night or other night our service will stop, when we fire it back up everything is fine. This is rather annoying. What could be causing this?
Attachments on software assets
I need to be able top atttach PDF files to software license assets. I don't see that capibility currently. Any plans for the future?
Pls help me?
How to use "site" criteria in Business Rule? Who can tell me the right way??
Default settings overriden in Request Type + Impact fields
Default settings for most request fields are applied successfully to a call triggered by an email request. Unfortunately this is not the case for the Request Type, or Impact fields. These fields are always set as blank if a call is generated this way. The fields are correctly populated with the defaults when a call is raised 'manually' from within the Service Desk. If these fields are also set to mandatory, any attempt to close the call will be met with an error, and the call status reset to open,
Mail Fetching not working from public folder using IMAP
Hello Can someone help? Does any one have mail fetching working from public folders in exchange 2003 using IMAP? We have it setup and everything seems to be working and can see emails reach the public folder but they don't get removed and turned into requests? Any ideas? :oops:
Enable "Pass-through" Authentication Issue can't f
Hello All I am currently test Service Desk Plus however they is one issue that is stopping us on the final purchase but is very important. The problem is we get a "White Blank Screen" when ever we turn on the option Enable "Pass-through" Authentication in the AD section. I have seen many other people with this issue on the forums but none of the so called fixes work for us or they say can you contact us, etc and thats the end of the thread We have a mix of users accessing the system from Windows
Problem in assigning assets
We are using SD + Version 7 Build 7011. We have same department at multiple location (site), when we try to choose the department while assigning the asset to a user or department it doesn�t show the exact location of the department (as shown in the screen shot) we cannot distinguish between the number of finance departments which finance belongs to which location
Audit Scanning
I'm scanning a few PC's at a remote location (using VPN) and I get the error 'FAILURE :Connection to RPC server in the workstation failed.' Still receive the error after making the changes in DCOM, firewall, Security policy and simple file sharing. I need to get this fixed asap, any help/ideas appreciated :)
Reports - bar graph missing low values
When creating bar graphs using the reporting facility in SD+7 build 7011 there are big gaps if some of the bars have values of 1 or 2. They seem to be being missed off because they are too small for the Y-axis to display. Are there any plans to allow us to modify the Y-axis values or is it possible to show at least a small bar for these small values? Also, when generating reports the keys with lines that join to the pie charts are sometimes half-covered by the tables containing the actual data that
MYSQL to MSSQL Migration Failure
I've attempted to migrate from MYSQL to MSSQL but i've hit a bit of a road block i'm hoping you can assist with. I've followed the instructions as outlined in the servicedesk forums: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= I've successfully backed up the database without error, converted to MSSQL, start/stop SD+ and now i'm running the restore of data, at which point i get stuck at the following... "Unable to restore database : Invalid object name 'accolumnconfiguration'."
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Active Directory scan imports deactivated accounts
we change our staff quite often, so I have lots of deactivated user accounts before deleting them. I have a scheduled import of my Active Directory in ServiceDesk. With this import, deactivated users are also imported in SD but I have no way to identify them. So I have twice as much users in SD as a I have in my Active Directory. Is there a way to exclude deactivated accounts from being imported in SD? Juergen
Wierd issue after domain scan, techs login names change???
As can be seen in the attached doco/screen shot, I have clients on 2 domains, now when i scan 1 of these domains the 2 techs that are on that domain come up with changed Login names, as can be seen with David Abbott, Prior to scan login was: dabbott, now is adc_nnhgbvajnu>>>>> What can cause this? It doesn't happen when I scan the other domain?? We are hoping to use SD+ in a further 7 domains and I do not want to have to recreate technicians everytime I scan a domain!! HELP Kind regards
Network Scan
Hello. I have problems with network scanning when scan by the IP range ("No response received from workstation." or "Either access denied for the user or the remote DCOM option ..." ). But I can successfuly scan workstation IP's by one. All workstations are in domain, but I cant use domain scanning due to security policy. Any thoughts?
Problem with german umlaut in mailattachments
Hi, I have many requests with attached eMails. With the german version of SDP we have the Pproblem, that with the first opening of an eMail-attachment, the german umlaut is displayed correctly. However, when I reopen the mail-attachment, all german umlaut are corrupted (see attached screenshots) I use IE 6.0 with Windows XP prof SP2 It works again after closing IE and reopening IE again. It is really annoying. Can anyone help? Juergen
Registry Settings Configuration not executing
I have a Configuration in the Category of Registry Settings, which appears to be stuck in the Status of "Ready To Execute". The User has powered up and logged into the unit with no apparent modifications taken place to the Registry. Can anyone explain why this is happening. See attached below. Thanks in advance for any and all assistance with this issue. 8)
Videocard scan
Why after scan workstations i have not any information about videocard model and type chipset? This info is needful in everyday works.
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