Business rule created but its not activated/ not working
I have created a business rule for the incoming emails alert messages to be assigned directly into this service desk version 6.0 that we are using but it does not happen. Any remedies.. Regards, DJ
Office 2007 not recognized
Is there any reason why Office 2007 instalation is not recognized in same way as Office 2003?
Cannot open attachment as an Approval
Hello, I sent a Request to my boss: he has the role: Approval. But the things he need to approve are in an attachment in the Request. Why isn't it possible that he can open that Attachment? We're running SDP 6011 greetings, Ferry
Not able to scan when using in VLAN and DNS environment
We were previously used flat network for our organisation so we are able to scan all the assets in the corporate now we are using VLAN and DNS environment now we are not able to scan the assets in the network is there any tuning required in the software , so as to work in same environment.
Automatically Login
We have an external website that our customers login into. We would like them to access servicedesk through a link on this webiste, but do not want them to have to login again. Q1. If there login credentials are the same, is there anyway to automatically log them into servicedesk by passing these through in a URL/ Q2. Is there anyway to automatically create a user/password so that when they register on our website, we create a service desk account with the same details/
Reassigning Assets to Workstations via Import CSV
I am trying to reassign existing assets to Workstations with the Import CSV feature. It imports all other changes expect the new assignment. It does work if I assign it to a user. Help!
"Problems" = "Incidents"?
I'm having difficulty understanding why there is a "Problems" tab in ServiceDesk, and how the form is structured (and why). If "problems" does indeed mean to infer these are "Incidents Reports" for outages, unexplained issues, etc. - then the form confuses me as why it has a "Due by Date" field. Can someone help me understand how the "Problems" tab is intended to be used? I'm additionally confused why under the "Requests" tab, that when you fill out THAT form it has a "Request Type" = "Incidents".
Request / Problem interrelationship enhancements needed
When you are viewing a PROBLEM, there is an "Incidents" tab that you can look at to easily see which items are associated to that problem. Never mind the fact they aren't actually INCIDENTS, but REQUESTS - which leads to the already significant confusion of Request Type in the form. However, when viewing a REQUEST, you have no way of seeing what problem is associated to that other than clicking "View Problem". Couldn't you add a "Associated Problem" tab to any request that belongs to a problem (that
minor version association issues
I wanted to associate the two adobe versions (adobe pro 7.0 and 7.0.9) because they use the same Enterprise license key. Ever since I associated 7.0.9 to 7.0, all my software just disappeared on the page, wtf happened?
SLA
SLA is not working it is enabled but the escalation is not sending emails even if there is a violation any update thanks
Reassigning Tickets
I have a simple question, how does one technician reassign a request to another technician, do I need to enable something? I don't see this option? Thanks, Greg
Modifying default Change Request / Problem Request forms
There is a Request Form Customizer", but is there a Change Form Customizer and a Problem Form Customizer? If not, there needs to be.
Admin - Category configuration features needed
A couple of features are needed within the configuration options of Categories. I'm not sure why one existing feature exists, at all. When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign
Problem with Business Rules
I setup the following two business rules, in this order: "Sub-Cat Password Reset" - IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group' "User Admin Category" - IF Category = 'User administration' THEN Assign to 'Network Group' The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category
3 issues with Requestor Details when submitting new Request
1. If you click the "user card" icon, which brings up the entire list of requesters...select one, the requester name AND the department populate into the request form. If you type in the exact user name and wait for the yellow popup box to show the 'match', the department field remains blank. The department field only fills in if you manually select the requester from the table. If you type it it, department only shows once you save the ticket. 2. When typing in a requester name that doesn't exist,
New Report
I would like to create a report in SD 6 that will include the following: Status, creation date, technician, category, subject, Description and the most recent 2-3 notes that have been added. I am not sure how to do this. I have looked into making custom reports but cannot find where the Notes filed resides. thanks.
Defining Approval rules for Change Types
I want to create my own change types and determine if approval is required or not. I noticed when I submit a STANDARD change, it is automatically set to Approved. Where is this defined? If I wanted to create a change type called, "Enhancement", how can I made that automatically approved, too? In that same regard, I want to automatically add specific CAB groups to certain types of changes, so the submitter does not have to do it - themselves. A brief description of what I want setup is below. Normal
How can we search or retrieve the Resolution Field?
How can I search or retrieve the Resolution field. I m trying to use this as knowledge base database. Thanks. Cheers, Echooi
Change Management? Am I missing something?
I downloaded and installed the demo, latest available version. I even checked the online demo. I see no such features as are listed in the product datasheet: ------------ Change Management Workflow * Initiate Change Request * Change Plans and CAB (Change Advisory Board) * Approval from CAB Members * Co-ordinate Change Implementation * Post Implementation Review * Change History ------------ My top "bar" of items includes: Home Requests Solutions Assets Purchase Contracts Admin Report Support Something
Change Request - Planning Tab
The four sections of the IMPACT TAB confuse me. Those sections are: * Impact * Roll out plan * Back out plan * Checklist Why is there a text section for "Impact", if "Impact" is a drop-down select box on the main change request form? Isn't a "Roll out plan" the same as "Implementation plan", in which there is a separate "Implementation" tab that has tasks and work log? What is the "Review" tab intended to hold information of? What is the difference between the "Problems" and "Incidents" tabs? You
Asscoiating Software
I'm trying to associate software to a workstation and as per the admin guide: "Associating Software License to Asset 1. From the software view list page, click the Software license name. This opens the Software license details page. 2. Click on the Actions tab -> Click Associate option to associate the software license to the asset. This opens the Associate page. 3. Select the asset from the combo box and save the changes. You can see the software licenses associated with the selected asset." I do
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
Unable to install Hotfix 6010
I've just reinstalled ServiceDesk6 and made it use one of our MSSQL DB's, I have attempted to install the latest hotfix and it has failed. It appears to be trying to update mysql? I've read the next release of ServiceDesk will be out later this week is it worth waiting for it to be released? Kind Regards Chris Smith Westmill Foods Ltd
Restart SD via command line
Is there a batch file already or command line that I can use to restart SD? We are having issues with java.exe using 60% cpu after 5 days so want to schedule a restart which resolves the issue. I have a call open with the SD Support however have not managed to find a work around yet. Thanks Brett
Ongoing SLA
Hi - just wondering if anyone else has done this. We would like an ongoing SLA so that we can assign project or low priority maintenance tasks to that don't require a strict time scale. Has anyone else configured anything similar & if so what is the best way of doing it?
Failure: database exception while updating the database
Hi, I'm currenting using Version 7 of the product. I've gotten to the point where I've scanned all the workstations and users within my network, assigned the users to the workstations. Also, I've entered all the vendors. All the users, workstations, and vendors are unique. All the workstations are unique and everything reports, looks well. However when I go to update a workstation in any way I get the following error: FAILURE :Application exception while adding workstation. : The workstation is already
Hardcopy Configuration
Is it possible to create and/or print one's configuration? Not the data, just the configuration of the systems. thanks!
Network Scan Problems
Hi I'm trying to scan our workstations (mainly XP and some 2000) using 192.168.10.50 (ip's are assigned after this) but I've noticed (rather than scanning 192.168.10.50-254) that it is scanning into the 192.168.11... range. Is this correct or is this a bug? Also, it has failed to "successfully" scan any workstations :(. What am I doing wrong? The account used to scan these workstations is the domain admin account and I checked the laptop next to me, which had DCOM enabled (by checking the registry)
AD import employeeID
Hello, Except from using csv import for importing employeeID, I cannot find this with AD import within SDP+.
ServiceDesk Service Stops
I am having an issues with ServiceDesk Plus where the ManageEngine ServiceDesk Plus service keeps stopping on the server and therefore users loose their connections, if you restart the service then it will stop again after 5 seconds or so then try to restart itself and then finally revert to being stopped. The only way it seems to cure this so far is to restart the server. Any suggestions will be gratefully received.
E-mail Notifications
Currently we have all support issues going to ServiceDesk Plus. When a ticket is closed it automatically sends a e-mail notification. When somebody replies to the ticket is reopened. When we close a ticket that was generated by an auto response e-mail account it replies to the closed ticket notification and reopens the ticket and this continues in a long cycle. Is there a solution for this? Can we disable the e-mail notification on certain tickets?
service desk latest version don't run after installation
Hi, i've just install Service desk on a Windows 2003 with a Sql server 2005. i try launch the "servidedesk server" but it shows command prompt windows and then close it. Help me Kind regards Stefano
Internal and External Requestors
I am evaluating new Helpdesk/Asset Management software. I support external customers to our company as well as internal employees, and I would like a way to differentiate each. There is a 'departments' grouping, but that doesn't seem to be exactly what I want. Is there a way to add something like this to the forms for both assets and requests? Also, for helpdesk requests, is there any groupings for categorizing, which are then linked to sub-groups to further refine categories and so on? Like I pick
Feature Request: Fuzzy date ranges in request filters
We need to be able to filter the list view by date ranges like "this week" "last week" etc, much like reports. Currently all dates must be specified which is much less useful.
Unable to scan server / workstations in child domain
I am using SD+ 6.0.12 and I am having trouble scanning workstations and servers in a child domain. I have temporarily disabled the windows firewalls and I checked the boxes for remote dcom but the boxes still come up as unable or offline. I can ping from the server running SD+ to the workstations I am trying to scan by using the fully qualified domain name but SD+ doesn't seem to see them. This is a really urgent matter that I need to get resolved ASAP.
Notification options inconsistent
Some notification templates do not have the option to add useful fields. e.g. the Task notification can not add the actual "Created By" field. All fields should be available for all templates. It would also be nice if there were a template for Notes, and an option to email the technician on the closing of requests.
Permissions on announcements
Where in ServiceDesk Plus 7 do I add/change permissons for announcements? Can�t find it.
Report - Requests by Department
I have two sample requests in my running demo. Both are for the same department of "T550". When I run the Requests by Department report, the following bar chart is presented: Requests by Department Generated by Chris Schear on : 11-28-2007 14:47 Total records : 2 Created Time : From 11-26-2007 00:00 To 12-02-2007 23:59 The horizontal axis reads, "Department", with a count of 2. It doesn't actually LIST the department by name. If I had 500 tickets in my demo, all assigned to 30 different departments,
Where should feature requests really be posted?
I've noticed that there are four places to post feature requests: 1) the general forums, where they seem to get the most attention 2) the feature request forum 3) the feature request form on the support page in the SDP web interface 4) the roadmap site - where they seem to get very little response Can you please let us know where we can post feature requests to get the most attention and feedback? I have a large number of pent up requests from my evaluation phase, and if i'm going to submit them
Request "Created By" wrong in email
First of all, I'm quite dismayed by the level of poor quality assurance testing of this software and am convinced every AdventNet product should be considered advanced Beta software. I continue to find a lack of attention to detail in almost every feature of ServiceDesk and SupportCenter. The straw which broke my back this afternoon is the Notification Options for requests. I have the following configured: Alert Technician by Email when a request is assigned I logged in as a Technician and created
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