SD+: Ticket Report with Details
Adventnet, Is it possible to pull a report for a range of tickets with the details of the ticket captured in the report? We need to look at a number of tickets from a high level perspective and do not get enough information by just looking at the title of the ticket. Any help on this would be much appreciated. Regards, Justin
Scheduled report emails blank
Has anyone tried the scheduled report email function only to have a blank email end up in your inbox? Is there a fix for this?
"Import requesters from Active Directory" feature
Hello folks, i just 'found' a bug on the "Import requesters from Active Directory" feature that is kind of stoping my evaluation of this software for wide use on my company. the bug can be reproduced following these steps: On the Active Directory, Create an OU with the slash character, for example: [Active Directory Users and Computers] [-] |_ mydomain.local | [-] MyDepartment | |_ _ _[+] Staff/Bananas | | |_ _ _[+] GeneralUsers | | [+] OtherDepartments On this structure, all the OU's will show on
Report field sorting
I was wondering if there was a way to sort fields by (ascending/descending) within groups. I've created a new report that groups computers by CPU Type, but I also want to sort the CPU Speed field in ascending order to easily see who has the slowest machines and who has the fastest ones. Is this possible?
how to convert the time ticks to user readable format
hi, how to convert the time ticks to user readable format(dd/mm/yy)
Operation failed, couldn't bind to the Active Directory Serv
We are using optilive 5.5 Servicedesk _Plus for all users. user opens call through Internet explorer via using their Domain Login. But since two days we have error code as stated in subject whenever any user is trying to open call through Network �password incorrect� . We have checked the setting in server but if we are trying to import the data from AD its given error message as shown in the attached below. User are not able to open call with domain login. The Activedirectry option is enabled but
Asked to Login Over and Over
I've downloaded and installed the SD Plus on our test server and so far I like what I'm seeing. However I've got a couple of questions and one issue... The issue I'm seeing is that my users, all the ones testing are being asked to log in each time they attempt to access a different section of the screen. I did search through the forums and found a couple of references to the same problem, one specifically http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002657781amp;highlight=log
Custom Report -- SQL query vs. Wizard
Is there a way to edit the actual SQL query of a custom report instead of editing it using the Report Wizard? If fields that I would like to use in a report do not show up in the wizard, would I have to make the entire report from scratch as a New Query Report? I am creating a Purchasing Report that is grouped by POName (that we use as cost center). I would like to have the details (individual items purchased) of the PO vs. the summary of the PO in the report. These items are not available for selection
Installation Help
I installed ServiceDesk Plus per instructions. The only difference is that it was installed to another hard drive on the server. It won't start the ManageEngine ServiceDesk Plus service. I don't get an error when starting it from Start, Programs....but if I try to manually start it in the Services list, I get this error: The ManageEngine ServiceDesk Plus service started and then stopped. Some services stop automatically if they have no work to do. Any suggestions?
Problems with IE
HI! I have installed servicedesk plus, and when users access the portal with Internet Explorer the page is show correctly and keep on asking the user and password. :( With firefox everything works just fine :) Can't anyone help me? Thanks
Customizing Home View
Hello All, I was just wondering if it was possible to customise the Home view to have it open up with "All Requests Summary" rather then "My Calls Summary". Reason for this is the Manager would like to be able to use that view seeing as he doesnt have any calls assigned to him, he would like an overall view. Is this possible?
Getting column averages in report
I have created two separate queries that work rather nicely on their own. The first displays each survey number and the answers to each individual question: select sd.surveyID , max(case when sd.surQuesID = 1 then sd.SurAnsID end) as Q1 , max(case when sd.surQuesID = 2 then sd.SurAnsID end) as Q2 , max(case when sd.surQuesID = 3 then sd.SurAnsID end) as Q3 , max(case when sd.surQuesID = 4 then sd.SurAnsID end) as Q4 , max(case when sd.surQuesID = 5 then sd.SurAnsID end) as Q5 from SurveyDetails sd
giftplas
Hello Impressive webpage! I like it a lot! I'm looking forward to the next update Bye
problems with Reports
Hi I am running reports to gather information about all jobs logged in a month, I have set the criteria to filter all jobs and what dates it needs to look for. There is a discrepency between the total number of jobs in the helpdesk and the total number I get after adding up totals for each month, surely these should be the same? Is there something I am doing wrong? All help appreciated...Thanks
SLA / Escalation Email
Techs who get the escalated email after the SLA is passed, there is not enough description in the email. I am able to change the notification details on some emails, but can not find the one for sla ones. any help>?
Peer to Peer network scan
Network scan fails, individual workstation scan fails. Following troubleshooting givin in this forum: net use \\machinename\C$ /user:administrator "<password>" gives System error 5 has occurred. Access is denied. Administrator password is the same on both the XP host of ServiceDesk and the XP workstation. Both pc's are XP Pro SP2. Any suggestions? Also posting this as guest because unable to register, it tells me I have tried to register too many times.
Domain Windows Nt 4.0
AdventNet Service Desk works win domain NT 4.0 in clients or users
AD LDAP integrations
When is full LDAP integration coming out in your product so users log straight in with out needing to type in their username.. Get this done and we`ll buy the product. 500 users, 25 technicians... Come on now..
Reports
Hi, I wonder if it would be possible to include a summary of the description of the request in reports. We would like to be able to export a list with issues and get a short summary of what they are about. The subject field is not quite enough. Brgds Marie
Software Register Import to SD+
Can you tell me if there is an easy way to import from my old software register.csv file into service desk so I can then allocate the licences to appropriate users.
Software scanning result
Is there a way that I can perform multiple software searches under ServiceDesk's Inventory>workstation >software>search field ? For an example I like to search for to the installed softwares: I want to search for Windows XP Hotfix - KB873339 and Security Update for Windows XP (KB890046). Right now I am search one software at a time in the field. This would be the ultimate goal but not sure if this can be done, would be possible to search all of our network workstations to see if an security patch
survey
Can the following reply message from the survey request be changed? This is the info that appears to the user requesting the survey be completed. "Kindly follow the below link to take up the survey : " I see how to change this info (Please help us improve our service by completing this short survey) I don't see a way to change the other info. My manager does not like the "canned" message.
rubish characters in mail
My users recieve mail that looks like this: >Förändring på servern gjord. > >Testa igen och tala om hur det går. > As you can see (at least some of you) it's almost complete garbish... I guess it is the notoriously broken UTF support in our mail client, but can I change this somewhere in SD+?
Change the Request ID start number?
Can i change the number that the program starts issuing requests from? I.E. can I start at 0001 instead of 1? Also, is there a way to purge the database of all calls logged once i'm finished testing, so I can "go live" starting from 0001?
Re-importing Users from Active Directory
Just a quick question. When re-importing users from Active Directory, do all existing requestor passwords get overwritten on Service Desk?
Reply template
When using the Reply to a request, I would like for previous e-mails in the conversation to be included. If I format the template to include $Description, it seems to work for the first e-mail exchange, but after that the Reply to user shows <!--[endif]--> insead of the technician's response.
add additional field in Requester HelpRequest
Hi! I would like to add additional field in Requester HelpRequest in form of e-mail. For example when requester want to inform some other that HelpRequest is created. Is it possible? Thanks! BR /Meli
Simple Query Report Is Grouping
Running V 5.5.0 Build 5501 Created a New Query Report with the following SQL SELECT aaauser.First_Name, sduser.status FROM aaauser Left Join sduser On sduser.userID = aaauser.User_ID Order by 1 Why does this return groups? I expected a simple listing of each user name even if the name was stored 10 times. What I get is a BLUE group header for every name with the name in a detail section.
DCOM error when scanning
I tried the fixes in the below link with no luck. The net use commands process fine but I continually receice the error: Failure: Either access denied for the user or remote DCOM option might be disabled in the workstation. http://forums.manageengine.com/viewtopic.php?t= I disabled firewall and antivirus for testing, no difference either.
Printing requests in SDP 5.5.0
Is it possible for a technician to print their requests / request details as a list of requests? Often technicians in our work enviornment are away from their machines and require a printed list of requests. Any information on how to do this would be helpful.
Emailing from a ticket
I would like technicians to be alerted when a reply to a forward has been received. This would be perfect if you require approval from another source/manager for access to a folder or file on the network, thus creating a paper trail.
Apache Server version
I am currently using Version : 5.5.0 Build Number : 5501. I would like to install another standalone java web app on the same server. this standalone app installs apache tomkat 5.5. Does anyone know if this installation will clobber my ServiceDesk install?
Remove multiple products
Hi, I have added a lot of assets into the inventory, but realised I did not import them correctly. I have now removed the assets but the 'products' have remained, I can only seem to remove products 1 at a time, is there a way of removing all the products (I have over 700) at the same time?
Where's the rest of my SLA definition?
Hi all. Today I realized that the SLA list only shows the 25 first lines and it doesn't have a navigation bar to go to the next pages. I have no way to access the SLAs lines that are bellow the 25th line. Through MySLQ I could see that I have 42 SLA defined, and I can't manage them unless I use MySQl, witch is very time consuming. Please help me with this problem, I'm having a hard time on this. Tks a lot, Thaiz
E-mail the Requester Problem
Hi all, I new to this helpdesk system, I have come across a problem that i'm not sure how to fix, I have all my admin setting set-up but for some reason i'm not informed when there is a new ticket request? How do i resolve that? 2nd, When i log in to view tickets and go to reply to them E-mail the Requester i'm issued with an error message Sending notification failed. Why is this? have i done something wrng?
Need help to move Service Desk data to another computer
I need to move Service Desk to another server computer. Is it just a matter of backing up the data, installing Service Desk the other machine and restoring the backup? I will appreciate any help on this.
New Domain Controllers
We upgraded our Domain Controllers over the weekend and since then have not been able to login to SD. We have tried the local accounts on the PCs, AD accounts and the Default SD admin account and still we are unable to gain access to the system. Would it be possible for somebody to give us a call? Many Thanks George
Configuring views
Hi, When you login to SD Plus as an admin you get to see two tabs whith different views, one in which you can see several graphical presentations of the number of requests. Can i configure SDPlus, so a normal user can see these graphics also?
Not able to send the mail
I am not able to send the mail from SD+ because, my antivirus is blocking the exe file. I am not able to exclude the exe file in the antivirus because, the rule enforecing from the EPO server and changes the edited list. Can SD+ will use any one of following exe file to send the mail? agent.exe, amgrsrvc.exe, apache.exe, ebs.exe, eudora.exe, explorer.exe, firefox.exe, firesvc.exe, iexplore.exe, inetinfo.exe, mailscan.exe, MAPISP32.exe, modulewrapper*, mozilla.exe, msexcimc.exe, msimn.exe, mskdetct.exe,
duplicate results in a workstation report
We have just upgraded our service desk to version 5.5.0 and are trying to generate hardware reports. Whenever we run a report certain computers show up several times, some show up just once as they should but others are duplicated with slightly different attributes eg. videocard memory is 56365mb in one instance and 0 in the other. Some are in there 4times, this could be due to two network cards but it would be handy to be able to cut this down too? Thanks in advance, Leigh
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