Can Requesters Close or delete a request?
Hi, I've had a question from a user regarding the closing or deleting of a task. Can a requester delete or close a task that they have entered, or do they have to wait for a technician to close? Thanks for your help. Cheers, Tim
Business Rules, Dates Conditions
Hi Is it possible to add a business rule for overdue requests?? I want the option to trigger an action of modifying the status of the request when the due date expires, or when another date field expires. Like having the condition Due Date is Today date or something similar. Something like the conditions are in the requests custom filters, to have them into the business rules. Do you have plans to add this kind of functionality in a future version of the application? Thanks Carlos
Admin Password Reset
I recently restored data after a system crash and neither the original nor default admin password will work now. Is there a way to reset it?
Notification for Groups Not Working
I already reported this issue to tech support, but I would like to know if others experience the same behavior. I configured certain group members to receive notification when a request is placed in their group's queue, and I also configured the Notification Rules to enable group notification. But so far nothing happens. None of the group members receive a notification by email that a request has been placed in their group. However, we receive notifications for overdue, approvals, notes and individually
Strange Security(?) Issue
I came across a strange issue today. One of our Technicians was editing his request, specifically changing the Category and Sub-Category. When he clicked the save button the page seemed to post, but it actually reverted to the previous Cat and Sub-Cat values. I tried to edit the same request using my admin login and had no issues, so I then made him an admin, logged out, cleared the cache and logged in. Just to check his permission, I clicked the admin tab, and it showed up with no problem. We then
Problems upgrading to 6003
Hi, I just upgraded from servicedesk 6 to 6003 and run into this: Wrapper.log AdventNetServiceDesk Failed every other service was started ok and even manageengine service, but it isnt possible to contact and run helpdesk from the web. I�m using MSQL. Please, fast reply Regards Boru
restoring request
How can i restore an e-mail that has been sent (by mistake) and rejoined to another request (closed request), because the request ID that is automatically singed in the e-mail subject, was changed by user (by mistake)? For result, closed request was open again. Is there any way to change that thing back to normal, undo action, or? please help!
Active Directory import and manual additions
Hi, Is it possible to automatically import from the Active Directory and also have manually entered user accounts? Jeroen
Scanned Workstation Info Wrong
Hello all, Has anyone else had the issue of the memory size being shown incorrectly when scanning a machine with SD6. For example, My computer has 2 Gigs of ram. On SD5, it shows up at 1.99GB. Now that I've rescanned it with SD6, it's showing up as 2MB. This is happening on any machine I scan. I've attached a before and after picture.
Solution Searches
We are having a difficult time finding solutions that we have created in Service Desk. Is it just me or are the solutions not full text indexed? If we don't put in just the right keywords then we are liable not to find the results when we search. Additionally, it seems to me that compound keywords are not allowed and provide no result when entered. I.e. service desk as a keyword would not work. The solutions feature is great but needs to be more robust and searchable please - or I need to be made
viewing others requests
we are getting ready to push this out to our end users and I want the manager of a department to view the requests of their employees. I've assinged the users to a department in AD and imported the users etc.. I've check marked the box under requester that says allow user to view requests... When I log in as that user, I can only see her requests and nothing else. When I click on all department requests, nothing will show. Not even her requests. Not sure if I am missing something or if something
6002 Upgrade w/ MSSQL
While installing 6002 update, the installer stated that the update wasn't supported in a MSSQL environment. ???? Why make an update that doesn't install to a supported installation configuration? When will I be able to install an update to SD+ w/MSSQL to fix the problems addressed in 6002? Christian
Any news on vPro integration with SDPlus
With intel now releasing it's vPro technology I am interested to know igf Service Desk Plus will be upgrading to allow for intentory and SOE to be doen through it. The majoy advantage of this over the existing DCOM system is that the inventpry can be carried out with the machine turned off. JR
service patch for MSSQL?
When can we expect the update so I can patch the 6.0 install?
Technician can't see his own request
Technicians can create requests. But if technician is configured to view request All in group & assigned to him and have a request assigned to another group, he can't view his own requests. This is a problem. Is there a solution?
Lock records
We use a manual assigning requests to technicians by several operators. Sometimes two operators do assignment simultaneously. Moreover they can assign request to different technicians and groups. There is a problem. Is it possible to deny edit access to request during editing by another technician?
Deleteation for the call id
Dear sir, We are facing a problem on SMT . One Call ID no(105) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Tks, Sathyajit
Change wording on request details
Hi, Is there a way to change the wording of the request details ?. I need to change the Time Spent to show something else, like Request Time Open, or something like that. Can it be done?. Thanks Gustavo
Product Item Limit
Is there a limit on how many Products in your item list? Here's my problem, I've added 2 items Microsoft Office 2007 and Intel motherboard. When I try to create a PO and add the items, I'm not seeing the items I have created. However, If i'm in the admin/Products I can see the items. I'm currently using 5.5 build 5507 Thanks, Chris
SD+ 6 Print Preview from action menu missing notes
I was informed from one of my tech that Discussion Notes is no longer being displayed when trying to print from the action menu using the print preview option. SD+ 6 Version 6.0.0 Build 6002
Problems to restore database after upgrade SD6
Hi We wanted to change our ServiceDesk from one server to another, so we decided to take advantage of this and upgrade version. Then, we make a backup first, thru de Backup Data utility. We have installed our ServiceDesk v5.5 in the new server and then we have upgraded it thru UpdateManager.bat to the last hotfix (we have downloaded it today, 19th march). Then we have copied the .data backup file to Backup folder in the new server. We run restoreData.bat and... Console got closed after some operations,
More detailled reports
Hello All, who can help me. I'd like to generate an automated report which sends me PDF files from all open requests WITH notes included. Especially this last is interesting for me. Can this be done in Servicedesk itself? I prefer not to use external report generators. Hope to hear from you? kind regards, Barry
Linux workstations scan
Hi We have a lot of Linux and Unix workstations in our network and we would like to add them automatically to inventory. We have read that this is possible only if workstation have enabled telnet, but we don't want to enable it due to our security policy. Is there another possibility to scan this workstations from Service Desk? Thank you
Can't register in forum
I've tried for more than a week to register in the forums, but the system continues to tell me: You have exceeded the number of registration attempts for this session. Please try again later. ...which is not the case. Any help would be appreciated. Christian ccampbell at brueggers dot com
Domain and network scan
Hello. I've scanned the PCs of my network using first the Domain Scan. After fixing some problems now it scans the PCs correctly and shows them as part of the domain. Some computers aren't scanned because they don't appear in the Computers list of the Active Directory, so I decided to scan them (Windows mainly) using the Network Scan, giving the domain credentials of the administrator. It has detected already (detected previously with the Domain Scan) and new computers. I don't know why, but some
strange chatacters after update
Hello, after updating to SD 6 we have some strange characters in ticket conversation like this: Your request has been created with id 13061. Title:� � � � � � � � � � Backup of BizStats database Category:� � � BizStats Priority:� � � � � � High Could you help me to get rid of this? Best Regards
Veiw Open Request
Is there a way to allow requesters to view all open requests?
Fetching Mail with Exchange 2007
Is anyone fetching emails from an Exchange 2007 Server? Since moving my "HelpDesk" email account to Exchange 2007, SD will not fetch email anymore. It looks like the port has changed to 143 versus 110, but still no email. I did notice Exchange now lists the service as IMAP4 versus IMAP and wondering if SD will not work with this. I have email support but no replies yet. Anyone?
1 more junk problem & 1 logical problem
1) When fetching e-mail with LONG non-english subject causes problem - real subject is broken and everything beggining from ?=koi8-r is junk 2) Resolution is set to Mandatory field in Request Closing Rules. In request - Going to Resolution and just pressing Save and close (not entering anything in Resolution field) causes Request to be closed with empty Resolution.
Requester as a group
We are evaluating servicedesk and would like to ask if it is possible to group requesters? cause we need to notify other people (e.g. department heads etc. ) aside from the requester himself. Thanks
AdventNet @ Interop 2007
I just noticed that AdventNet will be at Interop 2007 Las Vegas! Anything cool in your booth? :) I do plan to stop by... 8)
Table problem?
We are currently running servicedesk 5507 on mysql on a 2003 server. We've tried to upgrade to 6002 twice, but not succesfull. Java.exe on the server explodes the cpu (100%) What we found out was that the current table "requestonhold" in 5007 is huge compared to the total database. Database = 545,5 mb with 7 mnl rows Requestionhold table= 431 mb with 6,9 mnl rows (see attachment) When opening the weblient and view 'requests on hold' there are zero requests. Could this pe the problem? Do you have
Assets and Workstations - combined in one report
Hi, We need to generate reports on what assets are owned by Department. We want to be able to list the Workstations alongside the non-workstation assets. It seems an obvious thing to have, but I just can't figure out how to merge the Workstations and Assets. How is it possible? Many thanks, Eva
java.exe taking a lot of cpu
Hi, When I reboot my server on wich SD+ 6002 is installed, there is one particalur process that takes � 75% cpu. The process is java.exe. After approx. 2 hours the cpu % drops to normal usage. We think this started happening when me moved database from mysql (local disk) to mssql (remote server). What can we do to avoid this bad behavior of java.exe ? Greetings, Woef.
Reporting for staffing
Has anyone worked out a way to report things like: Tickets opened by hour during a certain time period (day, wk, mo) Tickets opened by day of week during certain time period etc... Seems like reports anyone wanting an idea of call volume for staffing purposes would need. Any help appreciated... Christian
SDPlus 5.5 - Requests Filter "My Pending or Unassigned&
Hi there, we have just set up Service Desk 5.5. The requests tabs has several filters, none of which seems to display exactly what we want, which would be something like "My Pending or Unassigned" - ie all pending/outstanding issues for the logged-in user, plus all unassigned issues. Is it possible for us to add this as a new filter or similar? Grateful for any help! Many Thanks Dan Adams
Error deleting a domain scan
I was doing a domain scan, then ManageEngine froze and gave me back some SQL errors (wish I had to took a screenshot). I had to restart ManageEngine to get the pages again. It then grouped all the Workstations under the domain I was scanning under "Unassigned Workstations". So, I scanned again, and it still groups them all under " Unassigned Workstations". So, I thought the domain scan must be bugged from the crash so I tried to delete it and I get this error. FAILURE :Error occurred while deleting
Request additional variable on SMS Notification Template
Is it possible to add 'Requester Phone" variable to the 'Message Area' of the "Alert Technician by SMS when Request is Assigned" / Notification Template? The only phone variable is "Requester Mobile" which we do not use. Thanks!
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?
Service Desk hangs after upgrade...
After upgrading from build 5507 to ServiceDesk Plus 6 (Build 6002) ServiceDesk will not start. I just hangs towards the end of the start up. No error messages or anything for me to troubleshoot with.
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