Request Default as a tech
Ok, I hope I say this correctly....We are having an issue where in "Request Default Values' we have a default group set up. That is fine for the regular users who are just using the request form HOWEVER when a TECHNICIAN uses his/her request form and they are given the option of choosing if they want the request to go to a group or an individual no matter what they do the request ALWAYS goes to the default group, additionally a copy of the same ticket will go to the tech that the ticket is being
SD+ incompatible with Veritas remote agent
I had this issue from version 5 and there has been no solution to it. If the server has Veritas remote agent installed then SD will not run as a service, the only way is to manually start veritas remote agent after windows starts (read pain) what I would like to know is how is everyone backing up thier database? is there a script handy that will do daily backups so that I can copy to another server that I Can backup?
Bypassing confirmation in SD+ shutdow process
We would like to stop automatically SD+ every night (and start it in the early morning obviously). We can schedule a windows task to launch the stopping process every night. The problem is that this process asks a confirmation where you have to answer by clicking on the OK button. Does somebody know how to launch the SD+ shutdown process bypassing the confirmation step ? Thanks Philippe
Leading 0
When update a contact number, or a user logs a call, it lops of the leadng 0 from the phone number... Is there a way to stop this? Cheers, Alc.
parent.editor error
Hi, I upgraded servicedesk from 5.5 to 6, but now my clients cant submit a ticket via web browser, the get the error: Exception: Type Error: parent editor has no properties. But technicians and administrator can. What can it be? Omar
Requester creation
As I see each e-mail request from a new address creates new requster. Is it possible to deny this. I wold like to have the manual creation of requesters be admin only.
SD+ update 6003 to 6006 failed
Hello, i am trying to upgrade our linux installation of SD+ version 6003 installed on a remote MSSQL2005 database to the latest version 6006. I have downloaded the ppm file and ran the Updater. It start fine and starts updating the software, however at around 98% the update fails and rolls back the old software. The Rlogfile in the Patch folder shows the following: stefan@SERVERNAME:/opt/AdventNet/ME/ServiceDesk/Patch/logs$ more AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-28.0SERVICEDESKRlog.txt
Custom View
I'm trying to make a view that shows: Technician is ..... "Technician 1" or "Unassigned" and Request Status is not "closed" The SD will show all calls that are assigned to me regardless of state, but not closed (which is fine!), but wont show the unassigned calls, which would be my perfect view. Can I edit this query some other way? I'd like to see more advanced features of custom views, like grouping as well, is this likely to happen at any point? Cheers, Alc.
Multiple Customers
I would like to know if I can use one instance of Service Desk Plus and Asset Explorer for multiple customers? What would the pitfalls be in this respect?
Adding an attachment once a case is created
Hi, I was wondering if its possible to add an attachment to a case once it has been created. I can do it as an administrator by editing the request but how does the end user that created the request do it. Thanks in advance, LJ
Editing a request once its created
When I have created a request and I want to change the contact name. I edit it and click save. The changes are not saved. Am I doing something wrong? Thanks LJ
Technician email signature
Are their any plans to offer email signatures for technicians when communicating with requesters? Thank you Trevor
Survey Questions.
I don't see any way to access the comment on the survey. (to read what has been edded). Perhaps this is just a form issue. From what I could tell, there was not a summary screen for the surveys, just a list of the surveys that you could go into and review each one and each one could have an overall rating calculated from the fields, but I didn't find a way to combine the results of say 10 surveys and get an average of each of the questions. I also didn't see a way in the maintenance to select surveys
sdreports
is there a way we can manipulate the roles to only allow techs to query and view only THEIR reports, not everyone in the group?
### 32661 ### SDP various
For the new V6, is it possible to give permissions to a specific user, for seeing requests in its department ? (department head role) Also, is it possible to restrict access to requesters to only see tickets created by technician for them, via the web interface ? this is to avoid those requesters to create tickets and generate abuses...
Problema al cargar la p�gina
I installed OK ServiceDesk Plus 6.0 for evaluation in the organization where I work. When I run the web client, the message "Problema al cargar la p�gina" is displayed in the browser (Mozilla Firefox). I use WinXP whitout Firewall. In the browser configuration, I set up the non proxy for localhost. Wath can be the problem/s? Thank
Signature text inserted in the middle of email reply.
Hello, I've been customizing the notification emails. Now when I send in a request via email my signature text comes between the text of the autoreply. I deleted and recreated but it's still show up. ex: Hello $RequesterName, This is an automated acknowledgement of your service request. Your request has been created with ID #$RequestId. The title of the request is "$Title". Summary: $Description **signature text shows up here, a few lines*** The status of the request can be tracked here: $RequestLink.
AD sync problem
I have AdventNet set to update the requesters from our AD servers daily. The problem is that I can not seem to change which OU's I want AdventNet to scan. AdventNet will always scan the OU's that I originally specified and no matter how often I change the OU's in both the "Windows Domain Scan" screen and from the "Import Users from AD" screen AdventNet will not change it's behavior. Has anyone else seen this?
Suggestion for another section
Would it be an idea to create another sub forum just for queries/reports? Over the months that I have been reading the forum some very useful reports have been posted by various readers and AdventNet staff and it is a pity that they get "lost" as time goes on and the forum continues to grow. If they were all copied/moved to a separate area they would continue to be of use to new users. Just a thought.
Need to identify table containing conversations
Hi, Which table contains conversation entries? I need to identify this urgently for some reporting purposes. Any quick help will be greatly appreciated. Thanks -MS
Scanning across a domain
I would assistance on how to scan from one domain to another. Both domains are inside our firewall, but the Workstation scan seems unable to deliver all the appropriate information, such as PC name. It gives the IP number instead of. This is nice to have, but not enough. For a lot if the PCs it returns with an error message of: Either access denied for the user or the remote DCOM option might be disabled in the workstation. However, I know the user ID and password is correct, and that the DCOM is
Can I scan for computers without wiping out existing configu
I like very much the ability to scan for computers in the domain. However, one problem I see is where a workstation will be online during one scan and then not for the next. As far as I can tell, it finds and adds the configuration during the next scan. However, during the next scan when that workstation is off line, it seems to erase the configuration while leaving it in the inventory. How do I tell it to keep the configuration and keep the configuration if the workstation is not on the network.?
Lotus Notes attachments don't work
We are a Lotus Notes shop and sending out reports as attachments to technicians does not work for Notes client. I have tried several other clients and they all work ok. This is also the same for request attachments.
E-mail request size limit
Does e-mail request size limit exist? I have some problems with long requests. 1. I have a very long request (~170 lines). Notifications do not work. Notification is turned on and works for all another requests. 2. For another long request I can't enter resolution. Appropriate part of screen was not appear.
Reports are duplicating entires
I have noticed that when i run a custom report, it is duplicating some of my entires in the report, hence this is throwing out my numbers i have attached a couple of images for you to see can you please get back to me ASAP, i am runing version 6005, thanks i have just checked the pre configured ones and these also contain duplicates. Ryan
Importing Data from TrackIT
We currently use Track IT by Inuit. There are four years worth of tasks and solutions that we would like to import into Service Desk should we take that route which seems likely at this stage. Is it an easy task to import and if so is the schema available, or would this be something that AdventNet could do. TIA Damian
Still not fixed my closure categories since SD6 update.?
Hi I have actually spoken with Kevin by phone about my issues. I have logged calls. uploaded files. but I still haven't received a fix for the closure categories. When I search for a closure category it doesn't find any. I also discussed a pick list for closure of calls, this would also fix my problem. I was given an apology for the time taken to respond to my original call and assured that this doesn't usually happen, and it was due to the amount of calls from the upgrade. BUT I still haven't really
Business Rule based on request Status change
All, Suggestions or ideas would be welcome on this. In SD+ (build 6003), it appears that one cannot create a Business Rule based on a status change since "Status" is not part of the criteria drop-down list. Here is a situation where it would be useful: if you have a documentation manager in charge of reviewing resolution notes before closing requests and identifying candidates for Solution articles, you would want technicians to enter a resolution then change the status from "assigned" to "resolved".
localhhost_access_log files
We are noticing a number of these log files appearing in ..\server\default\log. Can these be safely deleted? Is there a setting where we can automatically cull these (and the backup files)? Thanks.
Bug: Catagories - Assigned to user.
When the technicians put in a ticket and assign a category/sub category. And assign the ticket to a technician, when the ticket is saved, the technician gets re-assigned based on the assign to in the categories setup. Shouldn't this get evaluated when the category is assigned not when the ticket it saved? This makes is a two step process - most of the time - to assign tickets to their selves. Step 1: create ticket, assign category Step 2: Change technician to themselves This might be a vague description,
can send email to SD+, but notification email isn't working
Hello everyone I can successfully send email to SD+ to create new tickets, but the email notifications are not getting sent out. I've tried the checkbox -- checked and unchecked -- for "requires authentication". I'm using Exchange 2003, and I've given permission for SD+ server IP to relay in the virtual SMTP server properties, also the "connection" tab in virtual SMTP properties. It does relay off the Exchange box, doesn't it? any ideas? thanks in advance.
Solutions Missing
Good Day, I am running 6002 of SD+. If I create a solution I cannot search for it and it does not appear in the subfolder I created. Old solutions are searchable and accessible no problem. Any help would be greatly appreciated.
Configuration Manageengine Service Desk
Hi. �How I configure this service desk to use in my office network? �What file i modify? Thanks George
unable to restore backup on MSSQL : datetime convert
Hi, I have a fresh backup from a SD+ 6 (build 6003) with mysql database. I tried to change database on MSSQL (seems to be ok) and restore the backup... and it failed at 60% with (in french): Writting PdfUIComponent.sql Writting PdfViewConfig.sql Writting Periodic.sql La conversion d'un type de données CHAR en type DATETIME a donné une valeur hors limite de date et d'heure. apparently date format in mysql are a char and datetime in MSSQL. is there a workaround.
Ad user scan
How come service desk does not remember the last scan I did? Or at least if I unselect the parent OU it unselects the Child OU's as well.
Periodic AD Import/Backup/Log and Patch directory...
Hi, I'm wondering the time of scheduled AD Import, I have set to import everyday the users from AD, but which is the time of the daily import? I also find a scheduledbackup directory in SD+, what is it ? Before the last update 6603, the backup weight was 8Mo and now (after the update) the backup weight is 3Mo, the difference is due to the fact that the new version does not stored the inline pictures and attachments. The backups stored in this directory are not mine. What is the period of such backup
Managing software
Can you please tell me when the asset explorer module will be integrated into service desk? I am not able to manage software licenses and keep hearing that it's coming... If anyone has a suggestion on how to fix my problem in the interim, I would appreciate it. Here is an example... In 2004 we bought 50 office licenses - entered as an asset $400.00ea In 2004 we also bought SA (software assurance) on those 50 office licenses- entered as an asset $32.00ea In 2005 we renew our SA at $32.00 ea The software
Skipping for Call Ids.
Dear sir, We are facing a problem on SMT . So many calls are missing like Call ID No(105,115,118,125,126) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Tks, Sathyajit
More details in creating request using mail method
First of all, the product looks great. We are testing it for about one week now and answers to most questions are located in your forum and manual. However, one is a bit tricky. Question: Our users will send requests using mail client, not web page. When application receives mail it creates request but in that request we can't see all addresses that users entered in TO and CC field. It is possible to see that if one chooses to reply, then application automatically enters that information (TO and
HTTP Status 500 - Apache Tomcat/5.0.28 - Error
We get this frequently: javax.servlet.ServletException: State cookie is not passed along with the request. Can happen in case of use of back button. com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) root cause com.adventnet.client.ClientException: State cookie is not passed along with the request. Can happen
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