Database Connection
How do I connect to my SD database through something like XLS or MS SQL - is there a copy of the db schema so that we can write our own queries?
SD+6 email fetching but no request
hello, I am trying SD6 and i configured the email fetching feature. After SD+6 pops messages, i can see the logs of mail server delivering the messages, but no new request appears in SD6 is there something new to configure? Is there some log to send to you? regards, Fred
SDP 5507 backup problem
I have a problem with SD+ 5507 on W2000server. Backup is not created. Trying to create this from command prompt I see: C:\AdventNet\ME\ServiceDesk\bin>backupdata startTime Mon Feb 05 12:59:38 EET 2007 rootdir .. Directory where the backed up information will be placed is : ..\backup 05.02.2007 12:59:38 com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. 05.02.2007 12:59:38 com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: netutilsData :: {RELEASE={version=5.5.0},
SD+6 installation
Hello, I have installed SD+6 on a Windows 2003 Server, but if i does not run? ....page not found... what is the way to install SD+6 ? does i need MYSQL or MS SQL? or comes the database withe the installation like in SD+5? does i need a webserver or cames it withe the installtion?. regards
You need a CREATOR view!
When this software was developed, a very important detail was left out. You need a view/filter for agents to monitor requests by the CREATOR!!! When you have multiple technicians/help desk agents, its very important for them to monitor ALL the requests they have created themselves. Right now, technicians/helpdesk agents can view requests that have been assigned to them or ALL requests that have been created regardles of who created them. How does a help desk agent monitor their own requests (created
Question about the Windows domain scan
Is it possible to do the scan without create a folder into c:\Documents and Settings\ with the administrator name?? Thanks for your help... Gilles
Link request to other request
Hi, Currently we are testing SD+. i was wondering if it is possible to link a request to an other request. for example: we have a Exchange server crash. This crash i report inside ServiceDesk. During they day we get several requests related to this server crash. is it possible to link these request to the one reported by us? regards, Jeroen
Sort contract
Dear all, I have hundreds of contract, is there any way to sort the contract in certain order (such as alphabetical ). Also when I search contract, it is not sorted.
Feature request
0) "Authentication: NTLM" method to enter HelpDesk whould be VERY useful. 1) Requiest must "fall" to technicians NOT in state OPEN. State "OPEN" (IMHO) is for state when technician is already working on solution of the problem. When new request arrives to system or technician it must be in state WAITING 2) Ability to assign person to inform when request is CLOSED. Exactly, technicians MUST NOT have button "Close", but button "I want to close". Then responsible person receives notification that technician
Preventive Maintenance
We have set up a schedule for our PM task for once a year - Jan 5th. The system is generating a task every month on the 5th instead of the one day a year. We received it on Dec 5th.. now in Feb 5th..
Allowing requestors to change level after ticket creation
Currently in SD+ version 5, requestors cannot edit a ticket after it is created (specifically, they cannot change the level). Is there a way to configure SD+ 5 to allow requestors to change levels on tickets they created? If not, is this possible in version 6?
service desk upgrade?
Hi Is there a date yet for the next service desk upgrade? It was expected at end of December.... Kind regards
Auto assign a techician
Hi, I need a way to auto assign a technician when a support case meets a certain criteria. E.g. from a certain e-mail address or if the e-mail contains special words.
Knowlege Base Queries
Is there a method that can be used to find out what items users have been searching for in the knowledge base. We believe it can be useful to find out what topics are the most interesting to end users.
Licensing and Yearly Renewal
I would like to understand a couple of things that I am having trouble finding in the forums. 1) If I buy a license for 5 tech's do I need a license for each outside user, i.e. not the techs but the requestors in the office submitting tickets? 2) If you buy an anuall license and choose not to renew the next year is the software disabled? I need to make sure we are not getting cornered into a system by the way the license is implemented. Best Regards, Scott
Is it possible to link Purchace Orders to requests?
Is it possible to link Purchace Orders to requests? It would just make sence if you needed to order a replacement part to resolve a request that they be linked.
SLAs - Time To Respond vs. Time To Resolution
Hello SDP Support, I am currently evaluating your application. I have a question regarding the SLA configuration. We're having a situation here where we have 2 SLAs per Request Priorty: Time to Respond (TTR) & Time to Resolution Plan (TTRP). EG: Priority: Severity #1 // TTR: 15 minutes // TTRP: 2 hours Priority: Severity #2 // TTR: 1 hour // TTRP: 6 hours Priority: Severity #3 // TTR: 4 hours // TTRP: 1 day Let's say we have the following possible Status for a Request: - New - Acknowledged (Responded)
Not being helped at all!
I posted up a thread and it never got approved, all it was about concerned Stopping the timer and im getting 2 techs who are over seas in IL and can NOT stop the timer. It does not matter of the OS or Browser as they tested it all. ALSO! i am getting a monthly report of SLA, etc and time resolved sometimes comes up as 00:00:00:00 !?!?!?! WHY!? please i need these issues resolved quickly and I havnt gotten many responses back from Advennet
Question about sending out email notification from server
Hi, At our company we are using SD+. It's working great except that when a ticket is created or closed the web browser hangs as the SD+ software generates the emails to be sent. Currently it's set to notify the requestor and tech when a new request comes in and then when a request is closed the requestor is sent a notification along with a satisfaction survey. Now the question is the server running the actual SD+ app the bottleneck here? It's running on an older server that really doesn't have much
ServiceDesk 6.0
Can you tell me how soon 6.0 is going to be released? I see alot of posting about 6.0, but nothing about a release date.
TIme period problem
HI we try to change any time at any place in SD by pop-up calendar and after changing year to 2008 and above or 2006 we have error ( see at file ) THX
Customize Reports
I have added an additional field in the requester form called sub category. When I run a report I cannot get anything to show up in that field. I can select the sub category field in the report customizer, but again, nothing appears. Am I missing something?
ServiceDesk https
Good day, I managed creating a SSL certificate in order the browser reachs ServiceDesk server under https, but after loggin in, it changes again to http protocol. Does anyone know how to fix it heading to maintain the secure connection after the initial page? Thanks in advance. Kind regards, Edward
New functionality
Is it possible to add more roles for guest users, or add the option for different guest users (different templates). For example we have Management that wants access to the Contract portion of the Helpdesk, but we don't want regular users access to that.
E-mail a technician automatic when a certain
Hi, I wonder if ServiceDesk may e-mail a choosed technician when a certain specified criteria is met. E g from a special customer (e-mail address) or when it contains special words.
Duplicate Request
Hello, We use in our company OpManager software the same functions very well! We need a software of HelpDesk and are testing the ServiceDesk Plus. Software seems good very but we are with a problem, when opening a new request, this request this being duplicate. Exists some form to fix this problem? Tks ps: sorry my english :oops:
need help scanning domain
Hey there, i'm fairly new to ManageEngine. -My objective is to automatically scan most of my hardware inventory on our network. I went into Admin section under Windows Domain Scan and added my domain controller. When i try to Scan it says "Enumerating orginaizational units" and jumps right into a scan. The scan only takes less than a minute and finishes with zero results. Anyone know where i would go from here... ?
AssetExplorer Testing Question
I'd like to test out the functionality of AssetExplorer before ServiceDesk is upgraded to include it. Is it possible to install AssetExplorer on the same server as ServiceDesk or should it be installed on a separate system? If it can be installed on the same system, are there any configurations I need to make to ServiceDesk before installing AssetExplorer...or vice versa?
SECURITY - Sending domain usernames and passwords via http
My network administrator wants me to remove Service Desk because he says sending the users domain username and password over http is completely insecure. Especially when sending that of admin group when setting up domain scans. Is there a way to enable https? Or must I not use the "domain passwords" feature, but then we would have to setup and administer hundreds of user passwords manually. Any suggestions?
Sending e-mail enterprise wide
Tried searching the forum for this but the search feature is not too friendly. Can you send a system wide e-mail from within ServiceDesk? Announcements are grand and all, but if my requesters are not constantly logging in they will not see it. Perhaps this is a feature request. Make it so there is an option to select X users for the announcement in question in addition to an option to e-mail them with the announcement info directly. Thanks
Sending e-mail enterprise wide
Tried searching the forum for this but the search feature is not too friendly. Can you send a system wide e-mail from within ServiceDesk? Announcements are grand and all, but if my requesters are not constantly logging in they will not see it. Perhaps this is a feature request. Make it so there is an option to select X users for the announcement in question in addition to an option to e-mail them with the announcement info directly. Thanks
Requesters viewing other requests
Is there anyway to allow a requester to view the status of an open request made by another requester? We are running SD 5.5
Accessing ManageEngine from any machine?
Is it, or should it be possible to access the manageEngine from a computer other than the server it was installed on without using remote desktop, etc... Our company is new to this software, and we are having problems bringing up the program unless we are directly on the server, or we remote connect directly to the server ManageEngine is installed on.
Adding software to SD to install into workstations
Does anybody know if you can add software to SD+ so you can install it into workstations. i already know you can install software that SD+ picks up during a workstation scan. :?:
Scanned software on Windows Server 2003 x64
Generally very impressed and happy with the product / our purchase. One flaw that I can find (using the latest 5003 build): we actually rely fairly heavily on the scanned software list to coordinate licensing. We are using the x64 version of Windows Server 2003 on a number of terminal servers. While all x64 based software (by default installed in "C:\Program Files\") is scanned fine, it seems that 32-bit software installed on the system does not appear in the scanned software list (by default installed
Restore from previous build 5001 to 5507
I am unable to restore my database(build 5001) to the current version (Service Desk 5507). I hope you'll solve my this problem .. I dont want to go back to old build number Thank you for your time. Regards nadeem
Remote Desktop feature
Hi Support! Is there any possibility to integrate some sort of Remote Desktop in HelpDesk Plus? For example I would like to start VNC session from HelpDesk Plus to a client without any interference from requester. Hope you know what I mean BR Meli
Operational hours
Hello, I was wondering if the operational hours can be made flexible. We would want to have a spilt shift time. What i mean is we have a break for two hours for lunch, so if i count it the operational hours it ends up in 10 hours per day. Also, since the weekend is half a working day we have another 3 hours there. Would be good if this can be done. Regards, Roshan
E-mail Request Creation
Is there a way to set variables for a request in an e-mail to the service desk account? I have a user defined field as well as the technician field and due date that I would like to have set by the end-user (requester) in an e-mail. The mail subject becomes the title and the body becomes the request - but can individual fields be set as well? Thanks, Bill
Switching off the help screen for logon details
When you first setup SDP it has a small help screen at the login page giving details on how to login to the system as administrator and guest. How do you switch this off.
Next Page