regarding the backup of servicedesk+
Hello, We purchased the ServiceDesk+ 6 a few weeks ago and so far we are pretty happy about it. I setup a task to run backupdata.bat daily. Besides this, do I need to backup other stuff, like the database separately, or this backup is enough? Thank you.
Amending Categories
I need to go through our servicedesk categories and update them, but have encountered a small problem; I want to be able to move a current parent category to be a sub category under another parent category. how can I do this? thanks Peter
SDP 7, request form problem
I have a problem with the request form. When I choose Impact as a 'mandatory' field and 'requester can set' it, if I see the preview all it's ok I can choose an impact for the request. Then when I'm connected like a requester, on the request form the impact fields isn't visible. I have the same problem with the below fields : impact details, urgency, priority. Is it normal or it's encessary to change my configuration? Thanks for your help. Gilles
Categories, Subcategories and Items not visible in Business
I have set up a number of categories, one for each customer. There are a number of subcategories that reflect common issues There are a number of common items that affect all customers. I am trying to set up business rules to automate updating of the Cat/SubCat/Item fields at the time the request is also placed in group and assigned to technician. However, when setting the rules, when I come to choose action, it only shows a small number of the options available - which is hopeless. Please advise
Seminar
I was wondering if there are any Seminars coming up for the service desk plus Thanks Chris
Servicedesk plus 7 License/Subscription
Hi My work is currently using the trial version of servicedesk plus 7 and have been extremely happy with it. I just wanted to clarify how the licensing works for this software. We are looking at the enterprise version for 5 techs and 250 nodes US$2995 From what i have gathered this is an annual subscription. Is it the same amount every year or does it get cheaper after the initial subscription? I was also told about perpetual licensing which i was told is the 2.5 X annual subscription fee and then
possible to add fractions of a whole number in quantities?
Hi, I was wondering if it possible to add a fraction of a whole number in a quantity under purchases? Reason I ask is that certain products can be It services which are billed on a time basis, so for example of I have a price of 30 dollars and hour, and the tech worked 2.5 hours i would like this to be calculated in purchases. Now when I add 1.5 or some fraction of a number, it stops me, and ask for a correct value. Thanks
autofill or auto lookup e-maill address in service desk plus
Hey guys, I remember in older versions, that when sending an e-mail to someone, when I started typing in the name, it would do an auto lookup or autofill. Did we lose that functionality in version 7, or is there something we need to do? Thanks Paul
V7 Categories not in alphabetical order
I saw some reference to this on an older version of Service Desk, and a patch fixing it. It looks like when you create a new request in SD+7, the categories are not sorted - is this a known issue?
Importing non-IT assets from CSV does not work
Hi, We have been testing the importing function in version 7 and it looks like non-it assets can not be impotet from csv files. What happens is SD+ does not recognize this format and therefor does not allow you to match tables. I did also try to edit my csv file and replace ; with , (comma) and then SD+ did allow me to match tables but when getting to step 3 I only get a error message that does not really tell me anything. I also noticed the extra tables I had created in Asset (asset additional feelds)
Re directing ticket to requestor according to category
We get requests in for a certain category that we would like automatically send to a certain requestor not a tech, is it possible
client access
how do i connect to the help desk software serverfrom another computer
Migrating to a new server
I have moved SD+ to another server and so far all seems to be working with the exception of links from within reports. When an inventory report is run and the workstation link is used, it refers to the previous server. I have modified the Alias entry in the self-service portal settings in the admin tab but this has no affect on existing reports (new reports correctly reference the new server). What do I need to do to fix the problem with older reports. We are using build 6011. Thanks Paul
Backup Issues
Trying the script and this is some of the Erros/Warnings being sent out, and backups not finishing. ElementAvailabilityHourly2007_07_13_15 has 41 characters. Aug 31, 2007 1:49:33 PM com.adventnet.db.persistence.metadata.parser.DataDiction aryParser getPrimaryKey WARNING: The PKName :: ElementAvailabilityDaily2007_07_13_15_PK of tableName :: ElementAvailabilityDaily2007_07_13_15 has 40 characters. Aug 31, 2007 1:49:33 PM com.adventnet.db.persistence.metadata.parser.DataDiction aryParser getPrimaryKey
Changing MSSQL Setting without reinstalling
I am looking for a way to change my MSSQL setting without reinstalling the software again. I had a typo in the name add now i can't connect. It should be easy, but i can not find the file to change. Lawrence
Vers 7.0 Trial quirks features missing features
Where Can I set � sign instead of $ Requests: When creating a quick request located on the left hand side of the email, I click on add requestor. This opens a new tab with requestor list. When I select the required requestor, the tab goes blank and doesn�t close. I have to close it manually. The requestor name does propogate to the requestors name field on the previous tab. When I create a request it takes the time that the request is being created. In some cases I will fix a fault and then add it
Custom views (filters) not being able to usecustompick lists
I went to set up a custom view, and the second criteria that I wanted to use is a custom field which is a pick list. Unlike non custom fields which show me the options, when I went to the screen to select the value, I was shown a blank box and whatever I typed in was met with: "The selected date should be greater than the current date" As this is a text pick list with names of Towns as the entries, I am not sure how I get around this. My aim is to have a view which selects those cases where this
Promoting SD+ Configuration Through Different Environments
Hi Guy's, We are near going live with SD+ v6 however we have a few operational pre-requisites to have in place before doing so. One of these is the ability to promote system configuration through the different environments we have (DEV, TEST & LIVE). Can you let me know how we can achieve this without affecting the core data within each environment? :?
version 7 changes tab doesnt work!!!!
hey guys, installed version 7 today to test and when we click on the changes tab, there is nothing there?????????? any help would be great? are we doing something wrong here? Regards, Paul
Inventory Scan and Duplicates happening
Hello, Found this link http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002660569 We ran into a problem where a machine was named one way then we changed it and it created two entries with the new name. Therefore the question is will the MAC scanning ever work? Thanks Michael
New install SD+ 7
We've had a few issues with previous versions of SD+ but I've now moved up to SD+ 7 (clean install) and we're starting again but I have a couple of questions that I hope others can help us with. When we scan the Windows Domain we select the appropriate OUs to scan and this works fine. When we then assign users/departments to a workstation the Asset State will occasionally change to In USe but the bulk of the time it stays as In Store. How do I rectify this? During the AD scan are items like printers,
Standard user roles
Hi, In SD 7 you have some standard user roles, new users getting de Guest role. Is it not posible to let us adjust the standard user role for new members. In mij company we have requesters that should have the rights for: * Only view incidents and ad service requests * Add incidents and add service requests * Add Change requests(or Problems) Above should be done without that requester has technician rights. Is it posible that we have some roles for requesters and seperate on for technician. Then
SD7 release notes?
I'm excited about going to SD7 when the upgrade pack comes out. However, I would like to see a doc that explains what has changed, new features, etc. Just like the release notes for the existing upgrade packs. The only thing i can seem to find is the editition comparison chart, but that doesn't really go into any detail. I would prefer not to have to install the SD7 eval just to figure out what is changed / new. Is such a document available? Thanks!!! JVogt
Fields missing from Service Request?
I'm trying the 7.0 standard edition, and in the admin section, I see there is "impact", and "urgency", and when I look at the request preview, those items are available. However, when I open up an actual request, they are missing. Is this a bug, or am I missing something? Thanks!
Request form not updating to what was customized
I've modified the request form in request form customizer. I can go the the request preview and see what I've changed, but it does not show that way in an actual request, I only see the default form. I've stopped and restarted the service to refresh. Am I missing a checkbox somewhere? Version 7 pro trial version
Importing remote PC data
Hi All, I have noticed that when you run the ae_scan script it creates a local file containing the data required. Is there a method or script available for someone to collect these and import them into the system? I was looking at creating a intranet page with a package for the user to run and then post the file back to HO. Cheers John
Notify all Tech when ticket closes
Is it possible to notify all techs when a ticket closes? Right now I notify both techs when a ticket is created. The issue is that one tech finishes the request and closes it. The other tech has to check the helpdesk to see if it's already closed. It would be nice to have this option.
Multiple entries in categories
Hi all. Is it possible to quickly enter the same sub categories under a number of master categories? Before the latest category structure it was possible to have top cats as: Windows SBS 2003 Windows server 2003 Windows server 2000 with operator error system error hardware error as the sub categories. All of the top categories could have a pick from the same sub category. Not idea (the current structure is much better) but useful for certain entries that need to be available in each sub category.
Logging jobs via email in V7
Can someone please tell me if Version 7 supports the automatic logging of jobs by incoming email via SMTP? Or is it still only restricted to POP3? I do not want to go to the effort of enabling POP3 on my Exchange server if I can just wait a few more weeks for the V7 upgrade....
How can I get a demo copy of Enterprise version 7?
I installed what is supposed to be the Enterprise version of version 7 demo, but I don�t think it is the Enterprise version. For example, version seven is supposed to display the �request type� field in the �request details� section, but it does not (see screen shot). I downloaded it from here: http://manageengine.adventnet.com/products/service-desk/download.html?trial I selected "enterprise" version when I was installing it. Am I missing something? Thanks.
PROBLEMS WITH PURCHASE ORDER APPROVALS VERSION 7
Hey Guys, Anyone experience any problems with the PO process in servicedesk plus 7? We submit the PO for approval to someone, but when they open the PO it doesnt give them the optio to approve, just submit for approval????? Thanks
After Upgrade to 6011, the service can not be starting
We made a upgrade form 6007 to 6011. The installation was ok. After that we want to start the Service Desk Server under Program Files. It is nothing happen and the Server isn't start as a Service. We can start the DB only with the cmd and run.bat. What could be the reason? Regards, Andr� Jordi System Engineer Sulzer Werfo AG Switzerland
SD+ V6 randomly crashing
Our ServiceDesk randomly crashes. When this happens we need to manually shutdown the MySQL service then launch ServiceDesk from the start menu again (or just restart the server). I have this event in the wrapper.log each time it happens: INFO | jvm 1 | 2007/08/26 14:33:52 | Exception java.lang.OutOfMemoryError: requested 2599568 bytes for Chunk::new. Out of swap space? ERROR | wrapper | 2007/08/26 14:33:58 | JVM exited unexpectedly. The machine has 1gb RAM (with at least half still free) and approx
Categories Question
We have been making changes to AdventNet with regards to Catergories, Sub-categories, and Items. I�ve in-activated several categories and sub-categories. Now when I pull up a New Request, the inactive categories are not included in the drop-down selection for categories, but the inactive sub-categories still do show up in that drop-down list. Is there a way to ensure that inactivated sub-categories and items no longer appear in the lists? Thanks in advance.
Problems with links in plain text notifications
I use plain text notifications an I can't put the following link working as it should: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * When the user receives the message it only assumes the first part os the text as the link and it look like the following sample: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * Then, if the user click this link i only get "Reopen" on the subject of the mail message. Is there any thing missing? Thanks in advance
Custom Menu in ServiceDesk
What I need is a way to add a custom menu tab in the main ServiceDesk screen, next to reports and such along the top. I realize this code is auto generated in the javascript what I need to know is where, or possible if it's possible for you to add a way for us to put a link there. What we need is a tab where I can have it show a web page that has custom reports that we have written in crystal reports as webpages. My alternate solution is to host servicedesk within an iframe of our own website and
Download old Version
How can I download an older version. I need to install version 6.0 for Linux. Regards,
SLA and operational hours
Am using version 6.0 build 6006. Our operational hours are Monday to Friday 08.30-16.30, yet we have calls listed with a due date for completion on a Saturday and others due at 6 am???
Colour indicate HIGH priorities
We have two major priorities amongst our list of priorities; CRITICAL and HIGH. When a request is assigned with a critical or high priority, is there any way of colour indicating them so they stand out on the technicians / administrators page?
FAILURE :Database exception while updating Asset
I made 3 copies of an asset and then went in to update the copies with details. I was able to do one update in Assets but the second one gave this error. FAILURE :Database exception while updating Asset. Please report the problem to the system administrator, with the Error Code - 1,184,922,567,189. Can you advise as to what the cause is? Regards john
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