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Newb here - Products / Assets - Just getting started
Hey all, The company I work for has been using ServiceDesk for a couple years now. When I say "using," I mean they've been paying for it. I would like to start using it! So I've added a product called Dell m5200. Now, when I go to add an asset, I choose m5200 as the product. It asks me for an asset name. What do you guys normally put here? Is this a good spot to put "Customer Service Printer" or similar? There's a location field also and I don't want to be redundant. I'm just looking for someone
Scanning Worksations
In our business we have about 14 offices. Each office has its own domain, on its own subnet (192.168.1.x, 192.168.2.x, etc.). We have vpn tunnels linking each office to HQ where ServiceDesk is hosted and have routes to each office in place in place. Each Domain is named SCA, SCABN, SCACT. etc. If add a domain to ServiceDesk thats at a remote office and scan it everything is fine, it picks up all machines that are online. Service desk uses IP addresses to perform this scan. Once these machines are
Using Spellcheck inserts extra space
7009 on MSSQL 2000 If you use the spell check option and then select the proper spelling using the built in SDP spell check, it will then automatically insert an extra space after the word you have just corrected. It's nothing major, just a minor annoyance as I then have to go and delete several spaces. Does anyone else have the same issues?
New request template
I am looking to create a new request template which will be used as a checklist to build machines. We build machines specific to our own machine build notes, step-by-step. What would be the best way to have this in the call, either a checklist within the call log description or have tasks assigned to the templates that you need to complete before the call can be closed down? An example of our documentation that we have at the moment is attached below for reference. Your thoughts on this would help
Report for trends
I am looking for a report that can pickup on various trends, say the top 10 call requests being logged, is there a report that can do this, if so could you give the mysql query for it thanks.
Feature needed in Tasks within Requests
I was experimenting with the built-in request template of, "New employee joining the organization". I noticed 4 tasks are automatically created when you use this template. Those tasks are: - Setting up email address - Entry in Active directory - Setting up user computer - Setting up user location There is a significant feature needed in this "tasking" process. Given this specific example, this is a type of request where these four tasks might be performed by different GROUPS within an IT organization.
Request Template - Auto Assign Owners to Tasks
I have created a request template. On this template there are a number of tasks attached to it. Is it possible to have all of the tasks automatically assigned to the person who the request gets assigned to? Thanks!
Assets -= Error Updating Assets
Howdy, We are having a problem when we try to update a workstation. we would like to update the name of the workstation. The example i will use is we currently have a workstation with the name of pc484.domain.local we would like to rename it (because it is no longer apart of the domain) to be pc484 When we try to edit the workstation record we get this error FAILURE :Database exception while updating the Workstation. : Duplicate entry for key Please report the problem to the system administrator,
Request Reply Email Thread
Is it possible to include the email thread in any email reply, when I click reply it is all blank? The template allows lots of fields but not this. Thanks in advance
Delete Survey Results
How can I delete survey results? I mistakenly had the "good" ratings towards the top of the list. So now if they give a good rating; we get a low score. I fixed this but want to delete the old survey results. Please advise
IE8 Beta 1: Ticket with HTML
I know that Internet Explorer 8 Beta 1 just came out and it is beta, but wanted to mention this: When a ticket in ServiceDesk is in HTML (someone sends an e-mail to the program within Outlook for example), when I reply back to the person in the program, it does not translate the HTML. I am using Microsoft Windows Vista Business SP1 and ServiceDesk 7010. Andre
Having problems with a custom query report
I am trying to create a custom query report so that on a daily/weekly and monthly basis every technician and the manager get the report to see what work they have achieved on that day/week/month. I want to include calls that they have closed in that timeframe and also calls that they have just made notes on and logged a work log against every request. I currently have this code below but it doesn't seem to work; SELECT ti.FIRST_NAME 'Technician',wo.WORKORDERID 'Request ID',wo.COMPLETEDTIME 'Completed
Email fetching stops when there is an " ' "
Email fetching stops when there is an " ' " on the recipients name. For example: O'Shaughnessy The error is: [com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[SEVERE]|[24]|: Error when processing. SO RETURNING...|com.adventnet.persistence.DataAccessException: java.sql.SQLException: Invalid SQL statement or JDBC escape, terminating ''' not found. Please investigate and advise.
Custom View's problem
I have a problem with the view, I need a view with my tickets (open, on hold, ...) so all my ticket's non closed. In addition, I need to see all unassigned ticket on the same view. But I don't found the solution. Anybody can help me????? I tried to put a request like this : Request status is not 'closed' and technician is 'me' and 'none' and only my non closed ticket's is showing.
Is there a way to customize Request ID?
Is there a way to customize Request ID to a different format? i.e. YYYY/nn where YYYY is the year and nn is zero padded request id (generated by service desk plus) e.g. 2008/0000001
Was a client ever released?
I just updated our SDP from the dark ages of 5501 to 7000. I was wondering if there was anything else I'd missed out on like a clientside tool for updating the DB?
Upg v6 to v7 - Anyone can login in now
Hi All, Just wondering if you guys can help me.... not sure if this is a bug or not, or if its always been there... although dont recall it. I work for a school, a large school... where we have more computers than students. We've been using ServiceDesk now for like a year, and when we had v6, I am pretty sure the only people who could log into it, were the ones that AD (ActiveDirectory) scan import allowed. ie: I let SDP scan our AD for all Teacher accounts/logins, leaving the student accounts unchecked
Trying to add image to org details results in error
I'm trying to add an image to our organization details and keep getting an error. I've tried to add the image in gif, jpg and png formats but each time I receive the exact same error: You are trying to upload a non image format. Kindly recheck! (BMP images are not allowed) Any advice appreciated.
problems submitting PO
After creating a PO it is sent for approval, however when the email arrives to the intended approver the email is just a link to the Purchase order. When you follow the link it opens the PO but you cannot see any items or approve it in any way. I have looked for a way of amending the email that goes to the approver but all I could find was template for overdue PO's. I am running version 7 build 10 and becoming increasingly frustrated with the software it is not running as needed!
Mail Fetching with Lotus Notes
I am attempting to setup incoming e-mail for the ServiceDesk Plus Enterprise system using Lotus Notes, however on each attempt to connect, be it via IMAP or POP3, the following error is given: FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. But I just spoke with our IT admin and he said we do not use POP or IMAP. We use SMTP, is there anyway this software can be setup for SMTP for incoming email settings?
Removing and Adding a Technician - Administrator :(
We have 5 Technician accounts, which are 4 peoples Active Directory accounts, and then a 5th guy who is using the domain administrator account. It is "Administrator" so he does not use pass through but manually signs in when he needs to. Is it possible, to remove Administrator and change it to his actual log in name? Will this break anything if I remove him and add his personal username? I mean as long as I give him back the same roles like SDAdmin (Basically all of them anyway) he should have the
Contracts - can they be imported into SD+?
Is there a way to import contracts into SD+? We have a number of clients that we hold their domain registration which requires us renewing them every year or two and it would be good to import our current spreadsheet into SD+. Thanks
Stop Auto Domain detection ??
Ok in prior (v6) builds Domain detection only occured at startup of the application so I could remove the 15 'workgroups' it detects and not have them annoy my users. But now it seems to autodetect domains frequently while the application is running. How do I stop this ? I have only ONE domain I want users to log into, yet there are 15 workgroups floating around the ether causing mass confusion about what to log into.
AD Import
Whenever I do an AD Import the "ServiceDesk Plus 7" Crashes? How Can I fix it?
lost link to home page
Hello, i'm not able to connect at the SD+ home page, perhap's some link is lost inside the web server...please could you suggest what I should verify on the server side? Attached you will find the result of the connection to the SD+ site. Best regards C. NICHILO
Price
Where is Price in the SD 7? I do a select all on Resources and it does not show. It appears when you display the schema but not in the actual Query results. I go to the Workstation and see it on the first page but when I click edit, it is not anywhere to be found. Help?
re: Removing and Adding a Technician - Administrator :(
Sorry, but after 5 attempts over 2 hours to get this reply posted, I'll just create a new topic and refer back to the original post: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002670753& Hi, You can do this easily. However you cannot login as administrator and edit the administrator account. Let us assume your Domain administrator is John Doe. Follow these steps 1. make one of your existing technician accounts an SDAdmin.(Give them SDAdmin role) 2. Logout
Can Non Technician Run Reports
Good Morning, Is it possible for someone who is not setup as a technician to see and run reports in SD+. We have executive management here who do not need the ability to enter cases, etc..but are very interested in our stats and running reports. Thank you,
update 6 to 7: any inputs what to look after in detail?
Hello all We are planning to do the update from Version 6 to 7. I was reading from time to time about problems here and there, but maybe there is a collection of hints and advices that could help me doing the update without major problems? Thanks!
Editing product type
On Asset management - Product page I can't edit some of product type.
New asset
I want to add new software, choose Asset Management\ Product click on Add New Product, then Product Type - Software. System asked for choosing software from list. How to add new asset, if I want add another not listed software?
custom report on number of unsuccessful changes
hi can anyone help me how can i create a report on the number of unsuccesful changes for the month? from where can i know the database structure of the whole database?? I'm new to this !!!
Time Entry Defaults Technician to Assigned Tech
I am currently running into an issue where I enter a Time Entry on another Tech's ticket and it defaults to his name on that entry. Is there a way to get that to default to the tech that is logged in? It's annoying since I always forget to change that and then My boss doesn't understand why I dont have time on any tickets.
Passthru Authentication
I am attempting to setup passthru authentication. I can get a list of users from the AD, but when I check the box for Enable Active Directory Authentication, I get: FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for atleast one of the Public Domains. What am I doing wrong? Thanks
Sort asset and requesters drop down lists
Please can anyone tell me how, or if its possible, to sort the drop down list of requesters and assets? In most forms (business rules, SLAs, Workstation or asset associations, etc) the drop down list is unsorted and does not support auto complete. With several thousand requesters and a couple thousand assets, it is IMPOSSIBLE to manually search through the list for the needed asst or requester. If these were sorted aplapbetically in the drop down, this would be extremely practical. If there are only
attachment, while replying to requester
Hi i have some query regarding attachment while replying to Requester. I want to attach the same attachment requester submitted. but, by default, there are no attachments. i can achieve this using forward option. but, if i forward the request, i cannot see any record of it ini the request history. Pls advice whether any option available for above. Thank you. Regards,
Requester roles
Following a meeting we have had here, we would like to be able to allow members of a change board access to view the changes tab in ServiceDesk. So, I decided to create a role called Change Board and allowed them access to view changes. Where this idea fell down is that the roles are only applicable to technicians. Is it possible to create roles for requesters, so that they can create incidents, as well as being able to view changes as well? If so, is it possible to limit the amount of changes they
Working Assets
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Service Desk Plus & Fedora Core 8
Good day, I'm busy evaluating your product (build 7001) on Fedora Core 8 I have installed the software without any errors When I try to run the ./root/Adventnet/ME/Servicedesk/bin/run.sh file, I get the following error Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details Now, I gave tried stopping Mysql, restarting the server etc, I get the same error. I
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