Group Notifications not being sent
I recently installed the latest service pack 6014. Since then, when requests are created, the group notifications are not being sent. I tried to uninstall the service pack, but receive an error that uninstallation is not supported. Previously the group notification was automatically sent as soon as the request was created. Is there a way to fix this or remove the service pack as this seems to happen only after the service pack was installed?
Addtional License for SD+ 6
Hi, we are a resellers of your products in Saudi Arabia. I have a customer that already has SD+ 6.0 and he needs to purchase additional 10 technicians licenses , I want to know how can I quote him , and if he will pay the old price for SD+ 6.0 license or what . please try to answre me ASAP Ahmad M. Abdul-Hameed Trust Information Technology ahameed@trust-arabia.com
Error when I tried to scan for new computers
I got this error, every time that I tried to include new computers in the inventory. For example I have 5 new computers on the network, but they cannot be included in the inventory. This is the error: "General failure while scanning node"
Integrating Service Desk in a new Forest
Hello support ! I've discovered Service Desk quite recently and highly appreciate it. I have a question though and though you might certainly help :) Here is the scenario: my company recently acquired another company that was using Service Desk as its ticketing system and asset management. We have started using the product on their domain for user support and asset management (domains have not merged yet) and are quite satisfied about it. We are now planning to use it as the global ticketing system
Mail Fetching Process Stopping
When one of our users emails our service desk mailbox, if they have replied to previous emails most of the time the Mail Fetching Process stops with: Error processing email with subjectOfMail : FW: CLIENT UPDATE, CALL NO. ##925## and messageid : <2DB79D66B9F0A54B9C274C101F6CC6A539FF32@perexch.contrav.internal>. SO STOPPING THE THREAD The content of the email that caused this most recently is attached (email1.txt) If I delete all the quoted emails and save the email then restart the mail fetching
associating multiple vendors with product
We have certain products that we may purchase from multiple vendors. Associating each product with each Vendor one by one is time consuming is there a way to add multiple vendors to a product at the same time?
Puchase order modification
I noticed that the PO can be modified even if after it is approved and starting partial delivery , which is not correct business practice. Is there any way to prevent modifying the PO after it is approved? also when I give a user a role to only add and view POs , he can not complete creating PO and the application stuck when he begins entering the Supplier name I always have to give the user Modify permission to enable him complete the PO creation please help on this thank you
How i can go up historical data?
How i can go up historical data, with the following structure? Category Department Descriptions Priority User State Date and time of creation Date and time of closure Tecnician Resolution Ejem: Category - Sap Department - Finance Descriptions - description of problem Priority - Low User - anghellus State - Close Date and time of creation - 12-12-2006 13:30:10 Date and time of closure - 12-12-2006 14:40:20 Tecnician - Administrator Resolution - description of resolution Thanks for your help :D
Notification to admin when technician replies to requestor?
I was wondering if there is any way to get notifications to the administrator, when a technician replies to any open request? This feature would be great!
Change Contract Owner
I'm using ServiceDesk build 6018. I noticed that the contract owner is the person who entered the contract information. I need to change the owner of a contract so that it lists the person responsible for the machine that contract covers. How do I do that?
Scheduled AD network scans stopped by doing a manual scan
Using SD+ 7 ( 7005 ) we have Windows Domain scan set to run daily, and look for new computers daily. This would be our norm. However at present I have been doing some manual scans, as I know some laptop users were in and wanted to capture information. This seems to stop the scheduled scans from working, shows next network scan due days ago. All the settings remain in the schedule, just it doesn't do them, until I go in and change teh schedule to a date/time in the future and then off it goes again
Easier Way To Change Labels In Interface?
This is sort of a follow up to the other topic I posted, "Can SQL Options Be Configured?". I found the older email with instructions on how to change the labels for the ServiceDesk interface...unfortunately it involves going through two large files and doing a tedious Find/Replace. You can't do Find/Replace all either because it would change the database values, or whatever is to the left of the equals sign. There has to be an easier way to change these labels...especially since every update will
Multiple Domains
I am evaluating the possibility of getting Service Desk to manage 3 domains with separate budgets. My main issue at the moment is managing software licenses across the 3 domains. e.g. we may have 20 MS Office licenses for domain 1 and 15 for domain 2. The issue is that the software is identified through the scans and does not differentiate between software found on different domains. As far as I can see I have to manage and allocate licenses as a single batch. Is this correct or does anyone know
Error While Sending Notifications
At the moment we have gone semi live with our system. When we send a notification from within a request, we get the popup box saying Send notification Failed. When I check the system log, it says this ( under support tab) Exception while trying to send notification for Request ID : 163 Mail sending failed. I have my mail server settings setup correctly, and notifications outside are disabled except in regards to technician alerts. I am trying to select "Reply" in the actual request ID itself and
test environment entitlement Checking....
I am about to use my production license file on my test box - which is being put in place to check the validity of the upgrade from SDP6x to 7. Am I entitled to use this same license file that is already in use on our prod box - and if so, there is no way it can stop my production license from being recognised on any Adventnet licensing server is there? last thing i need is for the prod instance to go belly up.
Call Type & Urgency?
Call type is referred to in the Helpdesk Customiser while Urgency is in the SLA section, yet I cannot see a way to allocate either to a call, or anything which holds these fields. Where are they?
Dueby Time does not change after upgrading to 6014
Hi, I've upgraded to 6014 from 6012 on my test setup but the due date still changes when I change the status of a ticket from onhold to open. I am using MSSQL database. Regards
Please help with reporting on Requests by Impact...
Hi, There is a default Report on Problems by Impact, but not for Requests. Is it possible to report on requests by impact? Cheers, LW
Back Up process - How do you?
I have been using the backupdata.bat file which comes with SDP on an adhoc basis, and yes, I know I can schedule a task to run this once a week to grab a complete backup. However.... The powers that be at my company, insist that this is backed up in the same way that we back all of our other systems up, and that is using the MSSQL backup option for the database, and a flat file backup of the installation on the C:\ using Veritas BE 10. My question to you guys, do you know if that works - I mean,
URL redirection-SSL to HTTP
Hello, We put an SSL certificate on our website so it resolves now to https://helpdesk.blah.blah. We would like it if a user goes to http://helpdesk.blah.blah, they are re-directed to the https:// site. Our domain DNS hosting company says the web software, Service Desk Plus, needs to do that. Anyone know how to make this happen? jdieffen
facing problem while call logging and call closing call
hi, facing problem while call logging and call closing call. when i update my servicedesk plus from build 6004 to build 6014. problem is very serious. when i logged call or closed it showing process bar but not completing the request. i reinstalled the patch but the problem not resolved. and i cant upgrade the same to 7 version too. so i need trouble shooting for the same.
Problem with Mail and impact on Mail Fetching...
Recieved the below errro over the weekend for Service Desk Plus and the Mail Fetching service stopped and wouldnt restart...Have searched the forums but can find nothing specific anyone have any ideas? Its all working again now, however would like to understand what exactly the issue was, as these emails are submitted several times a day normally with no problem, so for this one to cause an error seems strange. Product Name : AdventNet ManageEngine ServiceDesk Plus Build No. : 6013 System Error Notification
Notification rules - request updated, but group not notified
We are currently running v6 with the latest hotfix/patch - awaiting full release of upgrade pack to v7.0 before we make the jump. Anyway - something a few technicians have mentioned is that when a requester updates a ticket via email, and the envelope icon changes to red on the summary screen, the technician working on the ticket (if assigned) doesn't get an email letting them know the requester has updated the request? in the instance that the ticket is not yet assigned - surely the group the ticket
Urgent issue =localhost_access_log's...can these be deleted?
C:\AdventNet\ME\ServiceDesk\server\default\log we have many logs named in incremental dates like the following: localhost_access_log.2007-12-16.log however, I am just doing some housekeeping on the server and noticed we are down to 500mb on the drive, and these logs generate between 60-100mb each day. I have around 2.5g of logs in this folder alone. Can they be deleted/moved? any help as always greatly appreciated.
Hide Solutions Topics for different Groups/Technicans
How can I hide solution for different groups? I will create some solution for each technicans-group but without to view in other groups-solutions. (Based on Helpdesk - Groups) thanks for help
Can you drop 1 email when actions create dual email alerts
Hi, All my calls are assigned to a group on initial arrival, as we have multiple groups and each has their own support email address. This works fine and an email alert is sent out to all the members of the group when a call is assigned. Similarly I like to wherever possible assign the technician, and when assigning a technician they receive an email to tell them the call has been assigned to them personally. I need ALL calls to be assigned to a group AND a technician for reporting purposes. I have
Oh No I can't access SD+ as an admin
I have been setting up SD+ 7008 in the last few days, and have imported users from AD, setup tech groups, and even followed advise from threads here. I have activated AD authentication & Pass through authentication. I thought I had set myself up as an admin, but now obviously as designed, when I login, SD+ logs me in as myself. But alas now i have no way in getting into SD+ as an admin, can anyone help at all?? Surely I am not the first to do this, and with luck, surely i won't have to re-install
Adding Vendors to purchase orders
We want to set our managers up so they can enter/request purchases. I would like them to be able to add the vendor themselves, but even with full control over purchase the add vendor link doesn't show up. I see it as a administrator but the PO techs don't. Is there any way to set the POtechs up to add vendors without giving them full admin rights?
Blank Page with Pass thru authentication
Hi All I have enabled pass thru athentication. Its working fine on all machines except the Vista machine, I get Blank white page and it does not proceeds further.. I have added the site in Local Intranet zone and applied pother settings as suggested by SD Support.
Requester and Display name?
Hey, I was wondering why some Requesters names show up as their login name instead of their Display name in AD? Some show correctly and some do not, the only users that have this issue are coming across a P2P to the server where SDP is on. Please help. Thanks, Cameron
Inventory machine with desktop firewall enabled
How do I configure WinXP SP2 machines so I can do workstation scans.
Ticket Details in email notifications
I looked in the templates and it doesn't look like this is availeble yet but is there a way to add TICKET DETAILS (Resolution details would be very helpful) in the email notifications without having to click on the link and open up SDP?
Sl no will jump in free version of Help Desk
Sl no will jump in free version of Help Desk?
Purchase Order approval process issue...
I am trying to create a process where I can have a number of purchase order initiators; however, have a select number of approvers... Is there a way to do this?
Problems with "<" character in notes
I pasted the contents of a log file into the notes section of a job and anything to the right of (and including) a "<" does not appear. Replace < with - and all is fine. Regards - Terry
Don't send e-mail to user
Hi there, Just wondering if there is anyway to stop an e-mail being sent to a user when a call is logged and closed straight away? We still wish to notify the user when they log a call but would like the option of not sending the user an e-mail when the tech logs and then straight away closes a call on their behalf Thanks
New install and app won't start???
I am installing SD+ 7 Pro on a Server 2003 machine, and am not having much luck, I install and at the end of install, check the Start serviceDesk Service tickbox and proceed, my issue is that the application doesn't start. Same thing happens when I manually start it through Start>Programs, the cmd box pops up and task manager shows that wrapper and cmd are running and then nothing?? Another thing happens when I try and configure the database on our db server, I use the password and username that
AD Import
Is there any way to import the 'Office' field from AD?
Notify user of ticket update only when Group = "XYZ&quo
Is there a way to not "Acknowledge Requester by Email when a new request is received" when Group = "XYZ". We are looking for some automatic way to send notifcation emails upon updates of certain types or groups of tickets while not sending updates for others.
Licensing
Hi, Can you let me know how the licensing works, is this a yearly recurring cost?? If so are the yearly costs the same each year or are renewals discounted? Thanks Luke
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