SDP 6.0 on Win2k3 and SQL Server
I have installed a trial version of SDP 6.0 (30 days) on Windows Server 2003 SP1 that have SQL Server 2000 SP3 insalled on it. the installation completed successfully. But, when I start the server the progress stopped in "Initializing Server.." and not complete the running of the ServiceDesk. knowing that this server have an IIS Service installed. And in the installation wizard I have select the SQL DB and change the port of the web site from 8080 to 800. also when I installed the SDP with mySQL
Unable to stop/start timer on "off hours"
This may have been fixed in SD6, but I am not there yet due to continual problems trying to upgrade. In the meantime, I have noticed the following: When in off business hours in SD, I do not have access to the stop/start timer functionality to take things in and out of "on hold" status. Even though our department may not be open, I may still want to work on my tickets during this period, but am not able to use this functionality. Andre
Restricting technician rights
I would like to deny some technician to create requests from another requesters. But he must to have edit rights to reaolve, close and reasign requests. Is it possible?
Upgrade to SD6 or Not
Dear all, We have been running on SD5.5 build 5002 since it was released and it is stable. There seems to be some minor problems upgrading however what is everyones opinion is it worth it yet for the additional functionality or wait another month or so to ensure that most issues have been resolved. Cheers Brett
Does MailArchiver Plus support E2K7?
Does MailArchiver Plus support E2K7?
Questions & Suggestions for Improvement (Long)
IMPROVEMENT I would request a finer grained AD workstation scanning scheduler. The reason for this is that we manage a number of domains scattered around the globe. In order for the domain scanning to work I need to be able to set at what time of day the scans should be performed, otherwise the chances are that most workstations in several domains are shut down, hence no data is collected. IMPROVEMENT When additional fields are added for requesters they can be changed by the requesters themselves
Hard Disk report generation
I have created custom report for Inventory and included all the fields, however, I am unable to locate a way with which hard disk space, model and capacity are also shown in the report. I can view hard disk details in workstation scan, but not in reports. Please help
My Tasks BUG
Hi, I think there is a bug in My Tasks section. When there are many tasks, they are shown like in the attachment. I wonder what the window would look like if there were 100 tasks?! Thanks. Gabriel Gearip
default Log In To
we have a few different workgroups and domains detected by service desk. we have AD login enabled. All of our users and using our main Domain lets call it Domain1. When a user or tech first pulls up the service desk web interface their are selected with a login to drop down with serveral choices -- Choose -- being their by default. What i would like to do is have it set to Domain1 by default. is their any way to do this?
Feature Request: Purchase Order Attachment
I would like to be able to scan in my invoices and attach them to a Purchase Order.
Time Spent & Report
I have a report that is created to give me total count of requests, total time spent, and average time spent by technician. The problem I have is the report will only work if I have a tech specify time elapsed for each ticket. I would rather not have to have this happen because after you close a ticket under Requester Details a field pops up with Time Spent. This has the accurate time that was spent on the ticket without having to enter the data. Where does the Time Spent under Requester Details
Customize Notification Templates
requester as well as technician receive an automatic notification as any transactions occurred but unfortunately the link to the portal is not correct, I tried to customize the notification templates but in vain. can anybody help to configure this setting properly to allow requester/technicain to open the Requestelink properly?
SD+ Mem useage seems to have leak (in tomcat server?)
Hi All, I have our installed version of SD+ on a vmware virtual server, that virtual server has 1024MB of memory assigned to it. with 2 cpu cores (quad box) I have noticed that after around 2-3days the memory usage useage goes upto 1.55GB , I restarted the service and it freed up all of the memory (useage went to 182mb) , now the server has been running for around 1-2hours and the memory usage has creapt back up to 575MB and is still going up infact by the time i had finished writing this post it
Scheduled Backup in SD+ 6
Hi, I'm wondering about the scheduled backup folder in ServiceDesk 6.0 6003. Scheduled backups appear to be running every Tuesday at 12:00 a.m., but I can't find where that backup is controlled. If, for instance, we wanted to schedule the backup to run every morning, or change the location the backup wrote to, where can this be accomplished? Also, we'd like to copy the backup file to tape for added security. Does the backup file contain all the data we would need to restore in the event of a server
Disappearing tickets
When I assign a ticket to a technician, I can no longer see the ticket at all unless I type the ticket URL into the web browser. I can not search by the ticket number as it comes up "no requests found," but the ticket is clearly there. Out of three users, I am the only one with this issue. Any ideas?
SDP 6006, Question Marks in Solutions
Hi! After I upgraded SD from 5.5 to 6.0 almost all of my solutions have red question marks instead of blue. Is that a problem or just a new color? The reason why I ask is all the way to SD 6003 I couldn't search in keywords like I could in SD 5.5. But now with SD 6006 it seems to work. /Thomas
Mail server stops fetching mails
Hi, Im running the last patch of servicedesk plus and I have run into mail server problems. After a couple of hours the mail server dosnt any longer fetch e-mails from the mail box. When I look at it it says its running and when i restart it, it works for a couple of hours again. Regards Boru
Responded Date; status not updated
Hi, I am testing the 6.001 build as we are looking for a new system to support our external customers. So far the product looks good but there is one small issue, I cannot seem to get over. With all my created issues, the Responded Date keeps returning "Not yet responded". So far I have done the following to try and get this status updated: - Created internal note - Created external note - Send an e-mail to customer using the Reply button on the issue - Updated some request parameters like Status
Duplicate Records when running Requests Reports
It seems that when a request has a resolution that exceeds 255 characters the software creates duplicate entries in the database. The remaining characters are placed in the resolution column. If 255 characters are added to the second entry, then a third is created. This is problem when running reports on the number of requests, because the count function uses the number of records that are return as the "Number of Requests" value. This value is incorrect if one or more requests have long resolution
More Fields from AD
How do I, or is it possible to import more fields out of Active Directory rather than the ones currently available. We'd really like to be able to import the "Office" field out of AD so we can have the location of staff.
Remove License from screen
hi haw i can remove the License from the technicians screen :?
Updating ServiceDesk Plus
Just a quick question about updating ServiceDesk Plus :). If I select the green "Download ServiceDesk Plus Now!" button from the webpage, will that always contain the latest hotfix? (i.e 6006). If not, do the hotfixes need to be applied in order? (i.e 6001, 6002, etc) or does the latest hotfix contain all previous hotfixes. :)
Fetching mail from Exchange 2007
I am trying out this software during my research to find something that we can use at out company. We are an SMB and we are looking for a good, robust Help Desk tracking solution. I have been very impressed by your software. The layout is great, the navigation is smooth and the features are excellent. The only downfall that I can see is that I am not able to get the mail fetching to work with our Exchange 2007 server. I am not sure if it is something that I am doing wrong or if it is not possible.
Custom Report For Tickets on Hold
Management at our company really love reports and statistics. They would really like to see a custom report that tells them the exact date/time the ticket was put on hold (timer stopped) as well as the number of days the ticket is (was) on hold. It is easy to generate a report that tells us the tickets on hold, but we need something specific to track exactly when the timer was stopped (ticket put on hold) as well as the timeframe the ticket has held the status 'on hold.' Can you help us please? Thanks
Pull email from Exchange 2003
We're having an issue getting service desk to pull email and to send email from exchange 2003. POP and SMTP are disabled on the mail server. Service desk shows only incoming pop and imap setting,s is there anyway to pull email from exchange :?:
ServiceDesk Plus v6.0 - Product Documentation
Hello, The product documentation found on your site (http://manageengine.adventnet.com/products/service-desk/help.html) seems to be related to Version 5.X, if I'm looking at the filenames: >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_AdminGuide.zip >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_UserGuide.zip Do you have updated version of this documentation that reflects the content of Version 6.0? If yes, where can it be downloaded? If no, when do you expect this documentation to be available?
ServiceDesk in Inline Frame
I am trying to display ServiceDesk Plus via an inline frame in a sharepoint site... it displays OK, but when I click the login button nothing happens. Is there a reason why SDP will not work in an inline frame?
SD+ 6.0 and VLANs
Dear Support, I'm evaluating the SD+ 6.0. I think it is good for our needs. I installed it on Win2k3 SP1 server with SQL 2000 SP3. the network is contains of many VLANs. Is the SD+ support to connect to the workstations on other vlans? the server in VLAN0, and the workstations and Domain Controllers separated in groups in VLAN1, VLAN2, VLAN3, and VLAN4. though, can we scan for warkstations of one domain on many vlans? any advice will be appritiated. thank you.
.Net 2.0 Sofware not showing up in scans.
I've checked several machines. No .Net 2.0 applications are showing up.
Restore database to different installation fail
Dear all, I have install SDP 5.0 , and upgraded to SDP 5.5 then upgraded to SDP 6. I backed up the database. Then I install Fresh install SDP 6 in different computer, when I tried to restore my backup data to new SDP, it failed. Is it by design ? Boedy
Uninstall 6006
I am having trouble with uninstallation of 6006 upgrade. When I try to uninstall, it gives me an error "UNINSTALLATION IS NOT SUPORTED"? Anyone?
Notification Emails
My team and I are loving our new software! We would like to notify our users when requests are logged in the system, but the format of the message is not coming through properly. It displays the HTML no matter if the format type is Rich Text or Plain Text. Also, the HTML seems to have characters in it that it shouldn't (I get a misplaced = sign in some places, etc.) If there's a way I can edit the HTML myself, let me know - otherwise, let me know when we may be able to fix this. Thanks!
Linking Users to Workstations
I was wondering if any body has found a way to attach workstations to a requester when they either e-mail or we create a workorder. I would like to see when I pick a user from the drop down menu in a ticket to fill in the users PC or workstation that they are assigned to. Don't know if this is possible? Thanks for any help. Ed.
Full load Java
Hi everybody, We use the ServiceDesk Plus 6006 and since the last day servicedesk start very slow and do not fetch emails. The java runtime enviroment use 97% of CPU and up to 330000 K RAM. We use a virtual Machine with 2,4 Ghz and 1024 Ram. What can we do to use ServiceDesk normaly again? Please help is urgent Many thanks pc_engineer
AD Import Failure
I was just checking a few things in my sdesk admin screen and noticed the AD import scheduale for every 1 day had turned itself off. I turned it back on and tried to run a manual import but it just returns an error of, General failure while performing the operation. Could you please advise what I do to resolve this? thanks Pete
Showing Technicians as Requesters also
Is it possible for a Technician to raise a Request and put themselves down as the Requester? As it currently stands, if a Technician has a fault on their pc; they create a Request, assign it to the relevant Technician but can't choose themselves from the Requester Name field. They have to be able to enter themselves as the Requester. How can we get passed this problem?
Migrating data from previous helpdesk application
Hello Folks I just discovered ServiceDesk + and I'm considering it as a very serious candidate for replacing our current Helpdesk software (Trackit). However, I would like to import currently open tickets to SD. Has anyone experience in this kind of operation ? Thaks for sharing your knowledge, Christian
Device IOS reports
Is it possible to pull a report that shows all devices by Hostname, Model, and IOS? I can get the information from the Network Inventory pdf, but there is too much information there and the report is over 50 pages long. I'd like a quick summary that just shows the information I refered to above. I'd be willing to create the report, but it seems like all the reports are in prebuilt formats.
Closing Calls
Why do you have to be a member of the "admin" group to close calls. What if we have a new member of the team who we potentially dont want to administer the service desk, yet we have to add them in as an admin to close calls. Is there a work around for this?
Software installation history
Is there a way to see the installation history of a piece of software. For example, Software XYZ may have been installed last week but is not showing installed this week. I would like to determine it's history so I know where is was installed in the past. Thanks Paul
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