Removing dead assets from inventory and reports
I have a few assets that have recently given up the ghost, as the replacement items will have fresh asset numbers I'd like to mark the old assets as DEAD so that they don't appear in reports and we then know they're out of service or disposed of. I've been filling in the EXPIRY DATE field but when I report on our assets it still includes the items with an expiry date. If they have an expiry date I don't want them to appear in out list of all assets as the chances are they've gone in the bin. I know
508 Compliant
All of our websites have to be 508 compliant. Meaning the images and input boxes must have alt tags. We are not worried about after logged in but the login screen and and new request form must. is there a way for us to enter these or can this be made a priority to get fixed.
Delete Completed Surveys
I'd like to delete the few completed surveys that I have and start over. Does anyone know how to get rid of the surveys that were completed? I can't find a delete option anywhere for the surveys. I'm hoping I'm just blind
graph survey reports
I'd like to see my survey results on a line graph, to give us an idea of how our results vary from day to day/month to month. is there any easy way to do this?
WOW! This seems like the missing link
Hi, From the infamous topic "Where has support gone" I picked a quote from Uma that really got me eroused! (...) We are coming up with an Enterprise Edition of ServiceDesk Plus (containing Problem and Change modules) and features post that release are not finalised which makes us to delay the next release feature set. Anyway we will have our roadmap published soon. (...) regards, Uma.. ServiceDesk Plus support. Could you please give me an ETA on the projecte realese date for Problem and Change as
Cost of increasing number of technician licenses
Not sure if this is covered somewhere, but if we initial purchase a 2 user license, but then a month or so later this needs increasing to 5. Would we have to pay for another full 5 user license giving us a total of 7 or can we pay the difference between the cost of a 2 and 5 user license to have a total of 5 users? If it is the later, what date would this new license end? Regards
2GB of log files
Hi I've just noticed 2GB of log files within C:\AdventNet\ME\ServiceDesk\server\default\log. Just wondering whether these logs files are needed or can they be deleted to free up space? :)
Preventative Maintenance Duplicate
I have many preventative maintenance scheduled defined. One particular entry creates two new requests when it should only be creating one (like all the other do). Can you please either tell me how to remove these, or which table this is defined in so I can go and remove the duplicated entry?
Linking groups with category's
Is it possible to link category's with certain groups? So when i select the ERP group, the category's not associated with ERP don't show. This is very handy for us, so people that report bugs in the ERP system don't have the category "Request Hardware". This will also save us about 20 category's from the list, making it easier to find the right category.
Importing Knowledge base archive into Service Desk Solutions
We are starting to use Service Desk in our company and need to import our entire Knowledgebase from our previous CRM Software system as well as currently open tickets/requests from the users. The old CRM software enables us to export the entire KB database into XML Format. Please advise Thanks Dino / OnlineRes dbose@onlineres.com
Master Request or Sub Task
Hello Everyone, I'm evaluating ServiceDesk for my company, it will be used in South america, i'm wondering how this tool can implement a Maser Reques like a "New Employee" that request fire more than one task with diferent techisian for example: 1) Create a Ntework User, 2) Create Lotus Notes User, 3) Create Access to XYZ System. Thanks Regards Manuel Hernandez
import requesters fails - couldn't bind to active directory
Hi all, We are a new SD+ customer; I have installed using mssql and all appears to be working quite well except I am unable to import Requesters from Active Directory. I receive the message: "Operation Failed, couldn't bind to the Active Directory Server" I have confirmed the logon credentials are correct and I am able to successfully run Domain Scan for Assets. Please advise. Regards, Matt
Pending request not showing
A user of mine currently has 2 closed tickets and 1 pending/open ticket. They show up fine under my admin view. Under their login view they have 0 total requests, 0 pending and 0 closed tickets. Any ideas why? I am running build 6003
SSH Install Directions
Can anyone provide information on how to install ServiceDesk via SSH?
Categories changed after update
I updated a category of an existing ticket and when I did, ALL the tickets (open and closed) changed to that category. This is the 2ND time this has happened. I thought this issue was fixed according to the support staff, but it happened again. How does this happen? How can I fix it? (Last time I spent hours re-cateogrizing my tickets)! Is there a way to export, fix and re-import my tickets in excel so that I don't have to open each ticket and change them again? Frustrated.
Restore OpManager Database after new installation
I have backup up the OpManager database using the BackupDB.bat provided and installed OpManager on a new server. I have ensured the new installation is the same build as the old one. Now I want to restore the database but when I use the Resoredb.bat I get the error " The system cannot find the path specified". Where should I put the database backup file to ensure the restore option can see it? Thank you.
Question about possiblities SDP
Before i post it in the "Request feature" section ill ask here first. Maybe its already possible, but i haven't figured it out yet. - Is it possible to mail a request to someone outside the organization? Currently you can use Reply -> Forward the request. But all it does is forward the link to the request. Is it possible that the request it self gets mailed instead of a simple link? ( Request Subject -> Mail Subject, Request Description -> Mail Content, Request Attachments get added as Mail Attachments.
Closing ticket with resolution leaves ticket marked as "
Often we use the option to close a ticket in the resolution window as a shortcut when we have resolved the ticket; but even though the ticket is closed, and the requester received an email detailing the resolution, the "responded date" is marked as no response; when in fact a response was sent when closing the ticket in the resolution window. We want to be able to close tickets via the resolution window without having to send an additional email via the reply button of the main ticket, which causes
Time Spent does not update
When adding time spent entries at the bottom of the screen the overall time spent entry is not updated, the program tracks only time the ticket was opened, when multiple technicians work the ticket at the same time, and add time spent entries, this is not reflected on the ticket details time spent entry. Part of this issue is that time spent reflected in the Ticket Details panel and Time Spent entries at the bottom of the screen are two different fields. Renaming the Time Spent entry in the Ticket
No response received
Dears, When I scan for some workstations I face this problem. No response received from workstation. Probably the workstation might be switched off or does not exist. I am sure the workstation is working fine, no firewall like other workstations Because some workstations I scanned successful... Why ????
Group Notification Fails
Group notification is failing when there are more than 1 user in the list to notify when a request has been added to the group. --Jorge.
Task Technicians - possible bug?
I installed ServiceDesk v.6003 using the 30-day trial option and proceeded to set it up for a demo for another department in my company. Since we have an AD infrastructure, I went ahead and imported all users from AD. I then added Jane as a technician. After messing with some settings, I decided that John's account would be a better individual to do the testing with before demoing the product to Jane, so I changed the technician to John. I then created a request in the system and assigned it to the
Integrating opmanager and servicedesk
I am currently evaluating opmanager and servicedesk. I have followed the integration guide to setup both opmanager n servicedesk. I also create a notification rule to log a ticket and assign to the devices. However, the servicedesk never generated a ticket when the device is down. Can someone give me some assistance on troubleshooting this problem? Thank you. tshii
Weekend in Date&Time combo box??
Hi all By default Date & Time combo box is configured to Saturday and Sunday as weekend (red number) , how can I change them to Thursday and Friday (Solar calendar)??
Announcements formatting
When I enter a new announement everything looks good, but when I have saved it and open the announcement again all the formatting is lost and the text is on a continuos line. Is this a known bug and if so when will it be fixed? Happy Easter Stefan
Cannot delete priority category
I want to delete a priority category, but I can't because it is in use by a module. I get the following error message: WARNING :Priority is being used by a module. Hence cannot delete it from database. But it has been marked as not for further usage. I read the information here: http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= I used a database schema I had to substitute my table and field names in the queries. My queries did not work, and I suspect it might be
MSSQL
Dear Sir, After upgrading the service desk plus to 6003 and changing the database to MSSQL I go this message �HTTP 400 bad request� if I change the database beck to MYSQL it works fine need to know why this problem appeared suddenly, it was working just grate before the upgrade.
Moving SDP from one server to another
I have SDP running on a windows server and would like to move all my data and settings to a different server. I could then retire the first server and run SDP solely from the new server. Is this possible? Thanks Chris
Field Link
I have the folwoing query: I need to import my customer's database along with their contracts & SLA into the application & i need to link this info together in such a way that when a requester selects a specific customer, his info will be available directly. How can i do this?
URL links in ServiceDesk Solutions
When creating a new solution in ServiceDesk, anything that looks like a URL is automatically created as one. While this is helpful most of the time it is a real pain when you don't want it! For example I want to put the following string in a solution but I do not want it to be a hyperlink: \\myserver\installers\setup.exe Is there any way to prevent strings like this from becoming hyperlinks? Cheers, Robin
Uninstallation of hotfix
Hi, I have been informed by servicedesk support that there is no way to uninstall the hotfix. By right it should be able to be done as there are a lot of problems while upgrading some hotfix. Thank you. -Sabarina.
Build: 6003 -- problem with new request form field width
After upgrading to version 6 my new request form has had the width of a field changed. It's about one character wide now, but needs to be at least 12 characters wide. The field is in the Category Details section and is the only field on the right hand side. The fields on the left hand side do not need to be anywhere near as wide as they are currently displaying. This is only a problem with IE (and have only tested IE 6.0). Things display properly in FireFox. Unfortunately, nearly 100% of our users
Features? Help?
HI I am trialling the service desk plus and am pretty certain that I will purchase it. However a couple of queries that I have is... 1) technician permissions. For example I want to give a technician permission to be only administer requests & Solutions. At the moment the default is SDAdmin. When I go to add a role, it allows me the options... Requests Inventory Purchase Contract Solutions Reports However I dont want a technician to be able to change the settings in the admin home page. Can I do
tracking workstation leasing
I am reviewing the ServiceDesk application. I was wondering how you were handling lease tracking. We currently lease most of our desktops and would like to keep track of the leasing with ServiceDesk. I assume that the best route would be to setup a Lease as a contract and associate Assets to the contract. Do you enter in an asset for every desktop even though they are a workstation? Then associate the leased asset to the workstation? It would be nice to be able to associate a whole workstation to
Several SD6 Problems
I'm having a couple of problems with SD6; I filled out several "Request Support" forms, but have only heard back regarding one of them. My trial version runs out in ten days, so I can't wait much longer to get this fixed. 1. The credentials on the log in screen still show up, even though I've clicked the "do not show" option numerous times. 2. The "scan in progress" indicator is still going for a domain that I started scanning...several days ago. I clicked the "Cancel" button for the scan several
Backup/Restore Configuration or Requests Only
I have configure a new demo install of SD+ 6 for testing purposes and like what I have configured. Is there a way that I could just take the requests/tickets from my old SD+ 5.5 installation and transfer them to my new SD+ 6 installation without overwriting my configuration (i.e. SLAs, Categories, Priorities, etc...)??? Another option could be to back up only my new configuration and restore the configuration only to the old database with all the existing requests/tickets. I would rather not have
Email Note
Is there any way we can change the Note template to include a link to the request and the contact, such as email/name, of the sender? As we noticed in our setup (SD+ 6 build 6003), when we email a note from a request, the receiver does not have a hyperlink back to the request or even a clue about who sent the note (if the sender doesn't enter their name as signature). The only thing that "links" the note to the request is the subject line that includes the request ID#. If at this point is not possible
SQL server express edition
How do I install the software with microsoft SQL server express edition. Regards Umar
couple issues with version 6
Here are a couple things I've noticed with this. Someone else posted something about the 'do not show this' on the logon screen, and it not going away after clicking it.. I am experiencing that problem as well. The main issue right now is the solutions database. I've put some text in there as solutions, and they look kinda cruddy. Like, when I hit enter, it double-spaces everything. That's okay, but when I view the solution, there are no carriage-returns at all.. it's like I have a rich-text editor
Two issues after upgrade to 6002
1. We have duplicate items in the inventory module after the upgrade 2. A large number of our solutions got moved into the first solutions category
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