Calculation of "Work Log"
Hello Is there a possibility to calculate automatically the cost of an request when closing the request? I tried to use the "Add Work Log" Function but there, I have to put manually the time spent on solving the request. But this "time period" is just showed after closing the request. So I have to put in manually in there. That makes no sense for me! I wonder if there is a possibility that the system takes the time spent to solve an request and do the calculation of the cost? Thanks for any reply
Software Management Questions
Hi All, We are currently in the process of purchasing and rolling-out SDP Enterprise in our organisation (a K-12 school). One of the main tasks we are doing at the moment is building our new 2008 software image for the school computer labs. I have a few questions regarding how to best use SDP to track and manage our software licences. First, I want to record our software licences within SDP so that we have an accurate and accessible record of the software details (e.g. licence key, number of licences,
Importing IT assets (printers)
(I am using ServiceDesk Plus Enterprise build 7005) I am attempting to import a list of printers from a CSV file that I have generated from the output of our existing Helpdesk system. However, I am getting no joy! I have tried saving the CSV in Excel, Notepad and Wordpad but each and every time I try to do an import from the assets screen I get the message: "Please recheck. Only CSV format is allowed" Has anyone else seen this issue or does anyone have any suggestions as to how to resolve it? Thank
Removing the port number from the remote URL
Hey everyone. I am migrating ServiceDesk from a Virtual Machine server to a dedicated server. Everything is going great, except for now in order to access the program from the web browser, I have to place our proxy port number in it i.e. "http://helpdesk:8080/". Previously we were able to access it just by "http://helpdesk/". What's the process to change this back? Servicedesk version 7 build 7001.
Restrict view on requests
Hi, I like to know if it is possible to have technicians in an group. and that they can only see the request of their own group. end nothing else. We have a group of users who wants to make use of SD functionality. But we, ICT, don't want to see their request. and they don't need to see our requests. Does anybody know an answer? regards, Jeroen
Edit Workstation issue
When editing an asset and you want to change the Asset's State to In Use. Both the User and Department selections are not in alphabetical order. This seems to only occur if you do the assignment in this particular window. Build 7005
Edit Technician Task Error
Hi We have a technician account set up with an assigned role which has permissions set for full control over requests assingened to all in group or him and full control over reports. The technicians in this group can create tasks for themselves but cannot edit the tasks. When they try to an error occurs, which is attached. I have tried to give them full control of everything to no avail any help will be greatly appreciated.
Upgrade or Download SDP
Hello, I just want to ask if there's any idea about a upgrade from V6 to V7, or should i download the V7 standalone ? Im posting just because im waiting for the upgrade since September 2007! Thanks for your attention! Best Regards, Andr� Ferreira
Locked out of Servicedesk
I seem to have locked myself out of service desk completely. I was importing requesters from Active directory and unchecked both tickboxes while doing it. I logged out of the system and now I cannot get back in again. I don't get the log on to domain option. ANybody got any ideas?
Workstation product name
Can I change workstation "Product Name" (view in "Resource Info" as): Unknown Workstation what found after scan is failed.
Active Directory Authentication Not Working
Although I have enabled 'Active Directory Authentication' but non of users are able to log in using Active Directory Authentication.
Global View Issue
Hello Why can only Admins See Request information in the Global View Area. I would like others to see Request information.
mail fetching and attachments
Hello, When a user sends an email through the helpdesk using Outlook 2000 the attachement doesn't get fetched by ServiceDesk. When sending using Outlook express the attachment gets picked up fine. Any ideas? We are using ServiceDesk Plus 6014 The helpdesk account is setup as POP3 on Exchange Thanks
Phone number in automatic notifications
All, Here is a challenge. We would like to include a phone number in the contact information we provide at the bottom of the request creation/closure notifications. The challenge is that we want to provide a different phone number depending on the group assignment. Anyone know of a creative way to do this? Thierry
Version 5007: Additional Licenses, Support
I'm still waiting to hear back from support regarding our failed upgrade to version 6 and have considered the possibility that we may have to stay on version 5007 for as long as we use the product. If we do stay on 5007, can we still get support for it? Would we still be able to purchase licenses for it? Will there be additions made to the product at that version?
Error when trying to save a purchase order
Two of our ServiceDesk users get this error when trying to save a purchase order: FAILURE :Exception while trying to add new PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,192,834,187,966. The service has been restarted several times. This error has been occurring for weeks. Please help! Carolyn
POP3
Dear All, I have running Exchange 2007 as my mail server, I need to know if ServiceDesk provides support for POP3 with Secure Password Authentication (SPA), so the authentication credentials are not passed in clear text. Thank you
General request ownership advice.
Hi all, I'm new to the software, just looking for some advice on how best to handle request ownership. The concept of owning a call from start to finish is a priority. Throughout it's life a request may be worked on by other technicians in the 2nd or 3rd line teams, but as the original call owner I - in the 1st line, am responsible for keeping the customer informed of any updates and eventually delivering the final solution. Let's say I have a request assigned to me that needs to be worked on by
Multiple Addresses for requesters/technicians
For a future update can I request the ability to have multiple email addresses associated with any given requester and/or technician?
Inventory records and Requestors
We need a feature included in SD Plus. When deleting a REQUESTOR, ServiceDesk does not first check to see if any WORKSTAIONS or ASSETS are associated with that REQUESTOR. This is causing problems with our Inventory system (as you can imagine) since a REQUESTOR is easilly deleted and any ASSETS or WORKSTATIONS assigned to that person are changed in the Inventory system as UNASSIGNED. We have written procedures in place to account for this, but we would like the software to support this "common sence"
Uprade from 6 to 7?
Hi i know this has been asked tons of times but when the heck will the upgrade package be available to go from 6 to 7 of servicedesk? Is there some sort of dev blog you have internally that we can read to see the status of the project. I've gotten so many emails from reps saying it should be available in 2 weeks...and that was 2 months ago. is it time to look else where? This is frustrating.
View Requests submitted by a department
Two questions: 1. Is there a way to setup a technician so they can only view requests submitted by a certain department(s)? 2. Is it possible to limit the viewable solutions to the ones in the self-service portal?
Problem with AD import
We�ve SD plus 7 (Build 7005) and it is integrated with Windows AD. We are also using the option �[ Allow to see all requests for the department ]� for all the requestors which were imported from AD. Now the problem here is, whenever AD import happens the above setting is not visible and we have to manually re-enable this to all the requestors. Since we have scheduled AD import and more than 5000 requestors it is not practical to enable this for each and every user after every AD import. Can you tell
MIBS
What MIBS are available for SD+ 7. When I do scans Dell and HP servers I get excellent results back. But when I do scans on Cisco routers and switches, and on Printers (Lanier and HP) the results are next to useless, in that all I seem to get back is IP address, and most cases, the result cannot determine the type of devices. I am using SMNP. Any help would be much appreciated.
unlike simple hostname fully qualified url invokes AD auth.
When I provide the host name as the URL to my ServiceDesk Plus, I am already authenticated to the server in our office net here as I am logged into our Act Dir, therefore I do not get an Act Dir authentication prompt. When I instead specify a fully qualified domain URL, I get an Act Dir auth prompt. Can you point me in a right direction to assure my users do NOT get an Act Dir auth prompt for fully qualified domain URLs?
Hotfix
I have question does the latest hotfix have all issues that were included in the pervious hotfix I mean if I apply hotfix 6014 Am I required to apply 6013 and 6012 or 6014 includes all issues within 6012 amd 6013
Login problem
We have a couple of users that can't login to domain any more - username or password incorrect. Enabled active directory; however, if I reset the password they can login but localy only. It was working fine in the past, just started 2-3 days ago. Version 6.0.0 built 6014 Regards, Stevo
Inventory Problem
[URL=http://img191.imagevenue.com/img.php?image=04300_1_122_473lo.JPG][/URL][URL=http://img165.imagevenue.com/img.php?image=04305_2_122_729lo.JPG][/URL][URL=http://img169.imagevenue.com/img.php?image=04310_3_122_683lo.JPG][/URL] Hello. I�m having the following problem using AdventNet Manage Engine Service DeskPlus. I can not scan some of my computers in my active directory network. I�m sending pictures of the failure. Waiting for your support. Thanks in advance. Akis PLAGERAS System Administrator
Manually adding software license information
Hi All, I'm new to SDP, and are just finding my way around this very comprehensive software package. One of the main things I wish to do is provide for central management and recording of our software licenses, and I would like to commence manually inputing our license records (e.g. software name, license keys) into SDP. Is there a way to manually input this information into the Assets > Software > Software Licenses area? Thanks, Matt
for my own curiosity
How are you guys having your people create tabs? What features are you using? I feel that we are underulitlizing the software potential and would like to compare notes as to how everyone is using the software? For Example: When creating the tickets for help desk, we are using the problems tabs to have a dispatcher create the tickets. I wish my exchange admin would allow me to open up smtp so I could have the support tickets sent to me via email, but I can deal without that. What other features do
In Use/In Store values don't seem to be working
I am using version 7.0.0 build 7005 of the Enterprise version of Servicedesk. When I go in to the Assets tab and list the workstations I am unable to change their status. I click on 'In Store' and get the 'Assign/Associate' screen. However, when I choose 'In Use' from the dropdown and press okay nothing happens. The status stays at 'In Store' even after screen refreshes. Is this a bug? Thank you.
Mail fetching running but not fetching..
Hello, Just setting up SDP Version : 7.0.0 Build 7002. Outgoing email works fine, but nothing happening on incoming mail. Mail Server Settings has been setup to use IMAP and the Mail Fetching status shows as RUNNING yet no emails are being fetched. Anybody know what else can be checked?
Add new fields in the "Choose content variables"
I am trying to do "E-Mail requester when a request is closed" notification, however, is there any way to add new field to the "Choose content variables". In the request, there are many fields. In the "Choose content variables", there are much fewer. Can advise how to add the extra fields in the "Choose content variables"? Thanks
Mail Fetching
Hi, I'm using SDP 7 Professional edition. Mail fetching doesn't work at all. Mail Fething status is "RUNNING" but nothing happens. How can I check that it is really RUNNING beside creating some test tickets and waiting for notification mail? May be there are some latent nuances I should know about?
Rename Category, Sub-Category and Item fields in SD6+
Hi, Is there anyway to change the text field of category, Sub-Cat and Item. For our situation we'd prefer to change it to Campus, Location, & Category. This would be benefical in a mutli campused educational institute. Cheers David
Ticket creation via program control
I want to have an 3rd party event manager create a ticket in Service Desk Plus via program control. I can program the event manager to do whatever I need it to do, such as: 1) generate traps, or 2) open a ODBC connection and perform sql commands, or 3) use any available Service Desk plus perl or other API to create ticket. But, I don't want to use email since i want to avoid problems of email service delays or failures. Is there an API document on ways 3rd party programs can automatically create
Merging doesnt work
ServiceDesk Plus has stoped merging mails. And i do have #id# on every mail i send and receive. Anyone who can help me?
Oracle version not in Inventory
Hi When you scan a workstation, the oracle client version installed is not reported in the Asset tab of service desk 7. Can the discovery be adapted to discover Oracle installation and version as well?
Requester/technicians showing user id instead of full name
After upgrading to 7004 my requesters and technicians are showing as their user ids instead of their full name. For example: The user "Michael Jordan" is showing up as mjordan. This product is plagued with issues. Every "upgrade" breaks more than it fixes. It is unbelievably frustrating. Dont get me started on the phone support!
MySQL Version
We'd like to upgrade the MySQL Database to Version 5.x so that we can creeate and use VIEWs. Is this advisable? Are there conflicts to be expected with the ServiceDesk Plus application? Is there already an upgrade path?
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