Forum replies/answers being posted as new topics
Has there been a recent spate of new topics posted by ServiceDesk Support, which are actually replies and solutions to quenstions asked in other topics? I hope I haven't had any of mine answered and missed them because I wouldn't have received an email to tell me a topic was updated!
AD Import slow
I have recently upgrade to 7.0 and since then the AD import is very sluggish. Takes 15 min to enumerate AD. We have approx 150 OU to import? It never took this long in version 6. Any ideas?
Change default case status on an incoming request.
I have a question regarding new requests coming into ServiceDeskPlus I want every request that is logged into SDP to get the same custom status, the system has two default statuses that can not be edited ("open" and "on hold") and it seems all requests that are being opened get the "open" status. I have tried to change this via Business Rules but no matter what I try they always get logged as status= "open" Is there a way around this? The business rules seem to offer this option but it does not register...
Default Status to a custom value
I've defined a new status value called 'New'. Is there a way I can default a new request to Status='New'? We have customized the request form for users such that all they see is priority, subject and description. The thought is that users fill in a minimal amout of information and we the developers will fill in the rest once the request is created. I would like all initial requests to be status=new and once we review and fill in additional information we the developers would change status=open. Is
Allowing Technicians to edit 'Due Date'
We are using a locally created group call 'technician' to place our help desk technicians. All appears to be running properly except for the fact that the members of this group cannot edit the 'Due Date' field in a request. I have setup the group to have 'Full Control' of Requests, 'Edit' for Purchases, Solutions, and Reports. Any idea what I need to do to allow them the rights to edit this field? Thanks
Requester details not populated when adding new Request
We have noticed in Servicedesk Plus 7 Enterprise build 7009 that there seems to be a bug with choosing Requester names. On many occasions, when we begin typing a Requester name in to the relevant field on the New Request form and then choose the Requester from the resultant dropdown, the phone number and department are not populated. This happens quite regularly and is quite annoying. We are having to click the icon next to the Requester field to look up the name, which seems to work most of the
Tax Rate changes for Canadian users
The rate has to be changed manually to get updated in the PO.Rgds,Hima
Logs missing & mail server problems
Hi, I have 2 problems: 1: the logs folder in C:\AdventNet\ME\ServiceDesk\logs on my SD+ server is empty, despite SD+ having been running for 3 weeks now? Plase advice asap? 2: What i wanted to look for in the logs was entries connected to mail server settings since the SD+ says 'FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.' despite having entered 100% correct information. Please advice asap! Thanks,
Post Waiting Approval???
I just tried to make a thread asking for help and it saysa waiting for approval... Why me :oops:
importing users from AD creates clones
Is there a way to force an Import form Active Directory to replace users with the same name? I have a list of requesters/users with assets bound to them, but they do not have user names and passwords. So when I do an import from AD I get a duplicate set of the same users with user names but not assets assigned to them. I don't want to reassign 480 users to there assets. Also in the future if a field is added to the user like email or department through AD will this result in duplicates in the next
attaching notes/docs to asset
is there any way of assigning notes/ documents to asset?
changeDBServer.bat Does not work
Hello, May I ask for a help regarding changint MySQL DB to MSSQL DB? After DB backup, I stopped the SDP6 service and ran changeDBServer.bat but it is not processing after prompting an error message as below: "========================================================" "" "Usage : changeDBServer.bat --console [for non GUI user]" "Usage : changeDBServer.bat [for GUI user]" "" "========================================================" Exception in thread "main" java.lang.NoClassDefFoundError: Files\ServiceDesk\bin
User password change problem
Hello, When requesters click "personalize" they can change language AND password of SDP. Even when the option under General Settings->Self-Service Portal Settings "requesters are NOT allowed to edit their profile" is selected. This is a major concern, because we have the multilanguage edition and users will frequently personalize and might feel the "need" to change password. Since the AD is the source of autentication, not being able to disable this feature arises several access problems. We have
SDP and Vista?
Hi there, Just recieved my first Vista Business machine, and SDP does not work ... when attempting to open SDP in IE7, I am presented with blank screen. Is SPD compatilble with Vista ( any version...? ) Thanks
AD/Network scan
Hello, I am testing SDP and have found that additionally to the many problems reported about the asset scanning of clients in AD i have encountered this issue, which i havent found reported by any others yet. The scan is using FQDN to identify the client and fails with DCOM or access denied. If i manually scan and use the netbios name only the scan is successfull. I have noticed a problem with our AD, because we use a 3rd party DNS and our network numbers 1000's with many subnets so in some cases
Which table in SQL database to edit workstation info
Hi guys, I wish to edit every workstation name, and want to do it by editing the information directly i the SQL database - but i can't find the table holding the workstation information? Where can i find this information? /David
Moving SDPlus to different hard drive
Currently SD Plus is installed on my server using MYSQL on c:\advent. Is there any documentation on how to move this install to d:\advent?
single sign on
Please send your contact number and a convenient time to join a webex session to support@servicedeskplus.comYou can mention the ForumId as the reference.Rgds,Hima
Report: workstation and WS Requester and WS Department
Dear ServiceDesk (ServiceDesk 6012) I need a report (asap) that contains workstation and WS Requester sorted WS Department. I want to see all the installation dates from a certain date, (for that purpose I also created an additional field: Installation date). The reports I made didn't give all the results: I assigned the workstations in the inventory to a user. But when I want to see also the department of that user the message appears: not assigned!!! Is it a bug? Can you create a query for me?
Query error when running in SDP (fine in SQL)
I am trying to convert this query into a report on SDP 7 Build 7009. When I run it in SQL it runs fine, however when I try and create a report, I get the message 'Only select queries can be executed'. I have tried removing the isnull function, but the error still persists. Any ideas why this won't run as a report? The query is: select u.first_name NAME, l.name USERNAME, s.employeeid STAFF_#, d.deptname DEPT, c.landline PHONE, c.mobile MOBILE, c.emailid EMAIL, s.jobtitle JOB_TITLE, ISNULL(l2.password,'
A challenge to developers - Give us a target and meet it
The main frustration in these forums is the way different Adventnet staff set target dates that are never met in various topics. I challenge the dev team as a whole to set a date for the next beta release, post it in announcements and then meet that date.
MAC network assets
One of the major things holding us back from purchasing this software is it's inability to inventory macs. Is this an option that will be available soon? If not this may be a deal breaker for us, everything else looks great from our evualuation. Greg
SdGuest or other role to associate to requesters
Hello, it could be really good to add a role (if not possible to customize the SDGuest) for the requesters to give them the possibility to reply to requests via web interface and NOT only via email. At the moment the solution doesn't give the possibility to edit the SDGuest role and is also not possible to add a new role and associate it to the requesters. Let us know if this can be done. It's really important to give the possibility to the users to reply to requests via web NOT ONLY as NOTE and
My first query report - help!
The Completed Requests By Date by Technician is a report we're interested in, but the weekly timescale is no use, we need it by month. No problem I think, a minor query modification. SELECT ti.FIRST_NAME 'Technician',wo.WORKORDERID 'Request ID',wo.COMPLETEDTIME 'Completed Time' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
Cancel Request
Is there a way for a requestor to cancel thier own request in SD ?
Windows Domain scan Failed
Hi. Windows Domain scanning failed. XXX : No response received from workstation. Probably the workstation might be switched off or does not exist. The same problem with all of the workstations. But when I scan the IP-adress, scanning success. Any thoughts?
Want to use the software but how to pay.?
Hi Sorry if it is a dumb question but we would like to start using ServiceDesk Plus 7 in our company and i read there is some kind of a annual fee. Does it mean we have to pay every month "Annual Subscription Fee For 5 Technicians & 250 Nodes $3,595" or just one time and if we need support then we have to pay every month.? Or i am getting it wrong. We don't need the support we want the product. Is there a one time pay available and if we need more nodes then agin we pay one time more some kind of
Asset Relationships
I've found I can only assign a service defined to 1 asset in the relationship screen. Also it appears i can only link an asset to one other asset in the relationship screen. That is for SERVERA on it's relationship screen I can hav that assigned the Business Service SHARED PRINTING and associate it with SERVERDC1 For SERVERB I can't assign that the SHARED PRINTING service, it is on the list of services but when I save the salection the relationship is not added or shown. Similarly I can't add the
how can I assign roles to a requesters.
I want to create some requesters who can only view requests in the department but can't not create new requests. In service desk, we can only assign roles to a technician but not a requester. Thus, I don't know if it is possible to create such requesters.
another hardware (Printer, Scanner..etc)
dear all, how come after i scan the entire network, and check the hardware asset and boom..nothing were detect as a printer, scanner..etc...there were using a USB port, LPT port... any configuration that i have to add? asap please....xie2..
Tasks
When entering a task into a Request is there a way to customize that form. For instance I need to put an estimated time to spend on the task instead of scheduling a block of time with the tool provided. It would be most excellent if there was a way as the "Scheduled start and end times" is a clunky and time consuming way to do this.
TrimmedBackup files have used all available disk space
In case if you have your external set up for taking backup, you can delete the backup files from the trimmed backup folder.Rgds,Hima
software types
This will be included in version 7.5 which is expected in another 2-3 months time.Rgds,Hima
Upgrade Question
Please refer to the link below for the info on the upgrade pack:http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=Rgds,Hima
"Internet Explorer cannot display this page"
I am getting a "Internet Explorer cannot display this page" when trying to access ServiceDesk Plus after rebooting the server. The Manageengine ServicePlus Service and the SQL services are both running. Any ideas??
when i press start scan nothing happens
Please recreate the issue and send us the Support File(Support---> Support File) to analyze.Rgds,Hima
IT Service Desk Notifier
The possible reason for this could be virus scanners blocking any request from java.exe application. Disable the block and checki if the issue gets resolved.Rgds,Hima
Offline Inventory
Once this feature comes, scheduling will also be possible.Rgds,Hima
Enterprise x individual software
You will have to add new software manually and add license to it.Rgds,Hima
Data access
Configuration setup for this is not available in Asset Explorer. You can access the Database of asset explorer and get this done at your end.Rgds,Hima
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