Exchange Server & ServiceDesk
Is it possible to set up ServiceDesk through Exchange server? We have just changed from a POP3 / SMTP email system to Exchange server and now we cant send replies to anyone who uses ServiceDesk. Thanks.
Where are the SLA violation reports
Hi all, Is there a pre configured SLA report in Service Desk? Ive had a look around and can seem to find it however the web page mentions it? Thanks Brett
Back Up
Is there a documented method to backup the SD installation and move it to another server? We've outgrown our current server and need to upgrade, but we don't want to lose all of our history.
Assign Category to Groups
Is it possible to assign a category to a group?
Cannot authenticate to Active Directory in 5008
I just upgraded to 5008 and can no longer authenticate using Active Directory credentials.
sync the solutions �topic� list with the helpdesk category
Hi All Is there any way to sync the solutions �topic� list with the helpdesk category list ??? Thanks Paul
Technican to change requeser information
I want to allow the technicans to be able modify requester details such as phone number cell number etc. How do I accomplish this?
Importing from csv
Hi Guys. Just purchased Service desk and currently setting up and configuring. I have noted that you can import Requesters from a csv(thankfully!). However when i try it fails. This I assume is due to my CSV's layout is not what the software is looking for. What table titles do I use to get this to work? I have attached our staff file: I would like the three letter abriev as the username and a standard password of : help many thanks Simon Hollingsworth Stanground College Peterborough:
Autoreply to all people
HI, I have set up email address test@test.com in my AdventNet software. I gives auto reply to only requesters that i created in system, I want that anyone who sends email to test@test.com email id he should get auto reply that, This is your request id and your request will be resolved soon Please help.
Unable to enter resolutions to some requestors
We have a series of requestors whose requests are unable to have resolutions entered. When we select "reoslution" from the page, the attached error is produced. I have removed the requestor from the list and resync'ed the AD. The requestor has since created a new request and the same issue is present. we have reported this previously and were advised to upgrade to the newest version. This has been done (before we deleted the requestors account) and the situation is still present. Our current version
Install & Run 3 Adventnet Apps on same machine ?
Hi All: Let me start by saying my Thanks for building such wonderfull and usefull applications. I am evaluating Adventnet's 3 products: 1. Service Desk Plus 2. AdManager Plus 3. QEngine Issue Manager I want to install the eval copy on the same machine. The Machine is with 3 GHz Processor P IV, 256 MB RAM, Windows 2000 Prof. OS config. Can all the above 3 products be installed and run from same machine? Would the database be configued any differently for these 3 apps? Will same instance of MySql store
Due date in New Request form
Hello, In our office we don't work with SLA's to our users. Therefor the priority field is not quite as important to us. On the other hand however, we like to schedule requests using the due date field. Unfortunately this field is not available in the New Request form. We currently have to edit every single request to change the due date. It would be a great help if the Due date is available from the New request form. Can this be considered for future releases? Many thanks, Arjen
WMI Service ?? RPC not connecting to workstation
So after searching tirelessly through the forums to find the answer to my specific RPC not connecting to workstation problem I found after comparing services from a machine that works when trying to discover it and to a machine that does NOT work, that every service was the same be it started, stopped, disabled and the such. Stumped I was sad that it was not so easy and is as of now still not resolved but I did notice that it started a process named wmiprvse, which as I understand is a WMI control
Assiged vs. Closed
Is there a way to determined who closes a work order vs. who it was assigned to.? We have a number of transactions that have been probably closed by the individual it should have been 'assigned' to. I would like to verify and possibly 'update' these records accordingly.
Live Chat Feature
Is live chat or the ability to connect technicians to end-users via instant messaging a feature that may be on the horizon for Service Desk Plus or Support Center?
Active Directory Fields
We just recently purchased ServiceDesk Plus and it has been working great. I would like to know if it is possible to synchronize an additional field in Active Directory when importing requesters? We particularly use the Description field under the General tab for a user account. If this is possible, please advise as to how to accomplish this. Thanks, Mari
Sla don't work
You sla don't work. I am testing the vercion 5.5.0 of ServiceDesk pus. In make a SLA. Departament name is X and Priority is "High" Resolution time of 1 minutes. 4 Escalate 1 to tecnical t1 6 minu 2 to tecnical t2 10 minu 3 to tecnical t3 15 minu 4 to tecnical t4 20 minu all the tecnical have email. and send a test mesaj un cliente of the departament x and with the priority High . the messaje a was created the 11:45 with a bue 11:46 and the messajes arrived to 12:02 12:12 12:22 12:42 i don't have
weird text in open or closed ticket
I have noticed in tickets instead of space weird test: dalay�until the�next Any suggestions? Thanks in advance, Milan
slowness issue
when ever service desk calls the following page http://pfservdesk01:8080/WOListView.do it appears to take 10 - 20 seconds to load, we are not on the latest version we are using 5503, but this has been an issue before uploading any other service desk upgrades, are they any tools to speed up and make more efficient or do you know of this issue many thanks Ryan
fields and tables
hi do we have a complete list of all tables and fields, so i can write my own querys thanks ryan
Summary List of Assets
I am ooking at the evaluation copy of your software. I think it is great. Is there a detailed report listing all the assets on the system. I can't find anything under reports. The reports are mostly graphs or summary by product etc.
Department List Incomplete in Inventory
Hi all I work in a construction company, and we need to inventory all "builds" so we have a lots of "departments" now I have a 270 departments (counting real departments and "builds") but if I want to create a new active the department list its only of 140-150 departments. Is there any mode of solve this?? Thanks in advance P.D: Sorry about my english, I hope you understand what I mean
Unable to scan my Domani Controller
I have SD installed onto a Windows 2003 Standard server and I am trying to scan my domain, nearly every device scans fine apart from 1 domain controller. The domain controller I am trying to scan is a Windows 2003 Standard DC with SP1, The error i get is : User does not have the access privilages to perform this operation. I am using the domain administrator user account and password.
Feature Request (idea)- Home page- Global View
I would love to see the Global View on the home page be auto-refreshable (is that a word?). Our administrators seem to use this page as our launching point to all other technicians requests. We are quite lazy too. Anyways thanks for a great product. Dave
mssql release
can you tell me when the mssql option will be available for SDP? We are waiting on it and would love to have it added to our MSSQL server and our IIS server that will make it run quicker. Right now it is on a desktop and with MYsql it's running slowly. Thanks
Language on logon screen
Hi I have an issue with the language on the Logon Screen. It is in Swedish even if i change the language to English in setting. Is there a way to change the logon screen to show English? Jonas Grahn
Reporting issue
I am seeing the calculations for the "Amount" when running a Time Spent report show very long decimal lengths. IE: 3.3333333333-e, 0.241114422, etc. Seems that it needs to be formatted better or let the us determine the format of those numbers.
Software: multiple version of acrobat/other software
Hi, When you scan a computer, it returns all versions of acrobat or other software (like Office xp, 2000, 2003) Is there any way to specify that Office (any version) includes xp, 2000, 2003 and the manage counter be updated as soon a he sees office? Thanks Vincent
Personalizing the Login Page
I would like to personalize the login page of the Service Desk to match the organizations website format. Please let me know where the default page is, I am able to change the images but my Senior would not like the text to show as our end users currently use an interface with only the company brand name on it. I am enclosing a screenshot of what I would like to change. Thanks
Cannot customize Asset listing columns
I'm currently demo'ing the SD+ software. Everything, literally everything, has met our expectations perfectly, aside from not being able to select what columns are shown in the asset listing view. It works on software listings and workstation listings, but the little icon is not there for assets. Is this available? If not, will it be? This is very important for us as we like to have other info available other than what is listed by default.
How do I create the report I want?
Hi, I am trying to create a report where I would like to have the following included in the chart; Category, Technician, Country the request came from and 3 different stauses. Is that possible or do I need to do 2-3 different reports? We have a lot of Categorys, how do I use the filter to only include the categories I want? Thank you Brgds Marie
SMS Notify
Hello, i have a big Problem with the SMS notification. In my Network i send sms via my SMTP Lotus Notes Server. To say notes send a sms. I put in the address path only number@sms without .de or .com or what ever (555444777@sms). I put in the SMS Mail ID field: 555444777@sms put i get no sms.
Timing reports
Hi there, I would like to know how I product a report that lists the trouble tickets, along with the time that ticket has been opened. Is this possible?
Backing up of data
hi i really need to be able to change the loaction of the backup currently the batch file saves all backups to the local c:\ i need to know how i can cnahge this so it backs it up to a mapped network drive what do i need to change in the BackUpData batch file, thanks
More detailed installation requirements/instructions
Hello all; I'm interested in installing the Service Desk + software solution to test in my organization but rather than just installing on a server and praying, i thought i would look for some more detailed install requirements/instructions. I did see some threads on here regarding IIS, is that what it hosts inside? or is there some other method that is currently used? Does it use MSDE? Or SQL? I would rather have a better idea of how it all works before i start installing it on servers and potentially
Notifications
I am setting up auto assigments to regional groups in order to send specific notitications to a regional technician. So I have requestes with national department and assigned locations. I cannot see the location of the department when I am seeting it up in business rules.
always show search options in requests page
In the request page, there's an icon (magnifying glass) which you can click to show search boxes for searching tickets. Is there any way that this page can be set for a technician login so that those search boxes are always visible, rather than always expanding them with the icon.
restore process fail
Hello: Y had a problem with my HD and i changed it an installed a new one and installed the new version of the support service plus but when i try to restore the backup o guet this message: t> INFO: netutilsData :: {RELEASE={version=5.5.0}, BUILD={number=5507}} 28/11/2006 09:50:41 PM com.adventnet.servicedesk.server.utils.SDDataManager <ini t> INFO: rebrandData :: {OPMANAGER={name=OpManager}, PRODUCT={name=AdventNet Manage Engine ServiceDesk Plus}} The server buildNumber is 5507 stopMysqld >>>>>
SERVICEDESK PLUS INSTALLED ON LINUX
Please help me get this installed on my linux box. I have tried everything I know to execute the .bin file. Thanks in advance. Greg
Remote DCOM option migth be disable in the workstation?
Hi When i want to scan a workstation i have this error: "ERROR:Either access denied for the user or the remote DCOM option might be disabled in the workstation. " What's the problem? How can i scan that workstation? Thanks Vicky
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