Add Time Entry edit
Sometimes when a technician tries to edit a time entry on a ticket, an hour is added to the time. If the technician isn't paying attention to the time, the ticket will have more time on it than was actually spent. Anyone else see this occur? Or find a cause?
Why I understand "Connection to RPC server error ?"
I turn off Firewall and enable RPC server in my computer. I get gpedit.msc -> turn off Firewall.enable RPC server I troubleshooting follow your web. a. From Start -> Run -> gpedit.msc (to open Group policy editor) b. Computer Configuration folder. c. Open the Administrative Templates folder. d. Open the Network folder. e. Open the Network Connections folder. f. Open the Windows Firewall folder. g. If the computer is in the domain, then open the Domain Profile folder; otherwise, open the Standard
Can technician/requestor have report function?
Can I assign "Report" function to technician/requestor? Currently, only administrator has this function. Thx.
SD+ not starting after patch
I installed the new patch today and now my SD+ will not start. This is an on going request I have with SD support folks ( [Request ID :##52521##] : Service Desk + Becomes unavailable). I ran run.bat and this is the result: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: C:\AdventNet\ME\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
change date to 24hr
Hi How do I change the date to show as 24hr? Thanks
End User Training
Hey guys, is there some type of training we can give the end user? we want to publish this to the users now that we finally purchased it. Thanx!
Removing options for local authentication
I need some help here with I am probably just missing something simple here. When authenticating with AD is there a way to remove the options for local authentication and the remember me tick box on the logon screen? :?
How to scan systems with Windows Firewall enabled?
Is there a port or program setting I can make on remote workstations to allow for ServiceDesk Plus to scan them for HW/SW inventory scanning purposes? Are there any special settings I need to make with McAfee as well? I also noticed that when I tried testing for my workstation using a specific IP address, the entire subnet was being scanned. I also used ethereal to sniff the network and I didn't see any traffic that indicated a scan on my workstation, which suggests that the firewall is blocking
Junk Notification Filter
Hello, Under Notification section in the Admin tools. I deleted by mistake the default entries for Junk Notification Filter Title fields. Can anyone tell me what they were. Thanks,
AD in srvice desk
i am looking to use service desk to replace our current system. the only thing stopping me at the moment is an issue with AD. our domain is a tree of 4 domains with top domain (1 for ease) and then 3 domains below (2,3,4). when using service desk to do this scan it can see 1 and 2 but 3 and 4 cannot be contacted.
Create user
It would be great if you could add a "Create requestor" button on the Requestor List from the Quick Create dialog. As is now, I "have to close the dialog" then create the requestor.
v5. Assets allocation - Need features
I can allocate asset to department, user or Workstation... It's not enought (as I think)... For Example, I have 10 DIMM modules (separately). 2 of them on my desk (ok, allocated to user... hmmm, may be...), 3 of them in server room in bookshelf, 4 of them in hardware stuff box, and last one somewhere in remote office. Of course, I can make all this places as departments (Bookshelf department, hardware stuff box dept... ) but it's not so clear... :) May be, SD needs some tools for placement management?
Service desk-plus
We are using fresh machine P-IV 1.72Ghz. 512 MB RAM, OS- WinXP -SP2 for installing Service desk plus version 5.5. But the problem is service for service desk plus starting for a while and get off immediately, without flashing any error. So may I know the reason behind this.
viewing the parent and child category?
Is there anyway of viewing the parent and child category. At the moment you can chose a sub category from a parent but you can not see the parent, this can cause problems is you have two or more childern categories that are the same.
Restore data from Build 5501 onto Build 5507?
We've just rebuilt our SDP server and have installed the latest build (5507) onto it. However, when it comes to restore our data which comes from 5501, it says... "Sorry, data cannot be restored. The data to be restored is not compatible with this installation of AdventNet ManageEngine ServiceDesk Plus" Any ideas how I can use this data? It seems pointless going all the way back to 5501 just to moved back to 5507. I've also sent this to support@servicedeskplus.com
AD USER CAN'T IPMORT want help thanks
some information Import Wizard Import results Import Requesters, Complete... 100% Completed... Imported 0 of 98 Requesters Total Requesters in Active Directory 98 � Added Records 0 � Overwritten Records 0 � Failed Records 98 why?thanksalot
Checking additional fields for SLAs
I appreciate that this will be sorted with the MSP version next year, but can we have the ability to check the email fields for a domain rather than an individual address please? We have an sla that depends on the job coming in from anyone@company.co.uk so to be able to check *@company.co.uk would be good. Thanks p.s. If it already exists can you point me to the correct place to set it up?
SD as subfolder while installing
hi, would like to know, whether its possible to install SD as subfolder instead of parent website ? for eg: i want to have url something like http://support.xyz.com/servicedesk ? if so, pls provide more details on the same. thank you ! regards,
How can I add a Printer to the Inventorylist?
Hey Guys I �ve got a problem I don�t know how to add a Printer manually to the Inventorylist without scaning a computer? I need the Solution very fast please. THX Madmike :D
What happend to the Merge Request option
Hey, I drilled down into the detail of a request and went to use the Merge Request option from the Action menu and it's gone. Where'd it go? I use that all the time. Thanks
How does email notification work for unpick request?
I configured a group with "Send notification to technician(s) when a request in this group is left unpicked" set to 5 minutes and turn on "Alert group members by Email, when a request is left unpicked in a group" under Notification rule. But still i am not receving any notification from the system once the request was not picked for more than 5 minutes. I created a group called "BSA technical support group" with technician "BSA technical support" and turn on this function to set to 5 minutes. It
Reporting (ie. Closed Request Last Week & Currently Open
I am trying to create a custom report for each of our clients (departments) at the end of the week, which I can forward on to them via e-mail (with the following parameters). 1. Show Closed Requests for the last week; & 2. Currently Open Requests. Is this possible? Thanks in advance,
possible to have requester fields hidden?
Is it possible to create additional fields for the requesters that are viewable only by technicians ? Thanks Greg
SD+ External Access
SD+ is currently configured for port 80. It works perfectly fine on our internal network. We would like users to be able to enter requests and to access SD+ from home or externally from our network. I am aware there is currently no IIS support, and every forum post i've read so far says I should be able to access SD+ externally. We've opened port 80 on our firewall and have an external static IP pointing to our internal static IP of our internal server. What am I doing wrong? Thanks for the help.
add custom fields to requesters
We ask our users to provide answers 3 sectary questions so we need the ability to attach the answers to there account. At the moment we are putting them in the notes window at the moment. Am I right in thinking that user can not see what is added to the requester notes by technicians? Can I ask for the ability to add custom fields to requesters account info to be added to the next update?
Help qurey needed urgently
hi, can someone please write me a query that shows me the workstations i have and the assests that are attached to them, need this pretty quick saves me going into each one and checking as we have a lot of machines, thanks
Due by Date Not being Calculated
Hi I am trying to enable the SLA part of Helpdesk after being disabled because there was not a business need. It is now not calculating the due by time/date. I am running version 5.5.0 build 5501. Thanks
Can't delete department
Hi there, I'm trying to delete a Department which I added earlier. Im sure there are no users linked to this department, though i can't delete it. I get the following message: FAILURE :Department is being used by a module. Hence cannot delete it. I restarted the ServiceDesk a few times, and checked al users.. What can I do from here? Regards, Nick
Dcom
I have been testing Service Desk for the past few days but I still get the Dcom error, I enabled the D com and I added ports 7, 135,445,1085. The thing is that I test it in VMWARE and I am able to ping the machine I am testing and I can VNC but I can not scan it. Here is the other catch the machine is not on a domain but when I select the network option or domain work group I still get the access denied error or DCOM. I do not think it is the DCOM the question is do I need to be a domain admin and
Categories
We are trying very hard to implement ITIL and SAS70 by making use of SD+. One area where I cannot seem to get a work around on is Change Control. I separate requests using the categories into 3: Incidents, Requests for Change and Requests for Service. (A generic example can be found at the bottom of this post) The trouble is that only certain users should have permission to make Requests for Change but I cannot stop them from choosing categories. Could there be a way to hide categories by permission
Integration with other web sites
Is it possible to integrate SD+ with other sites as for example add content to the requestor login? We have a support document service from another supplier. I would like to add a link to that service from the page a requestor log in to. As a menu link to: "Read our support documents" or something like that. Is it possible? Otherwise, suggestion for improvement.
Export Contact for sending email
I have a question of the following: Is there a way to export contact for sending email. I can not found a way in the howto, en don`t understand "Road Map". I hope somebody can help my.
Unassign technician from existing request should show bold
We have upgraded to 5506 from 5001. Now new when only unassigning technician from existing request, but keeping the existing group the request does not show bold in the request list. Any setting issue or is this a bug? Pls advise / Thanks Matt
Duplicate scans of computers
I've noticed that for some reason, I've got multiple entries for the same workstation when I've done domain scans. Later we changed the system name of the computer (ie its name in active directory) and now we have duplicates. Is there any way to make the scans with the same service tag (which is the serial numbers in our case) to be a unique field, and whenever a scan is done that has the same serial number for it to override the info for that computer? We tend to do a lot of reformats and change
Department heads to see all requests for their department
The subject title pretty much sums it up. Not able to do anything but just see the status and information. Thanks Darren
blank page
one thing we have noticed latly is, when i log on to the service desk first thing in the morning, i load the page and it says done but the page is blank, i have to log onto the server and restart for it to be ok again, any advice would be appreciated. many thanks ryan
Business Rules not always working (depending on address)
Hello, I have some business rules setup to assign emails to a particular group or technician based on which email address it was sent to. I've found out that any email address with the word "support" in it will circumvent the business rule and simply leave the message unassigned. Is this a glitch and is there any way to work around this? Thanks for your help! Greg.
How to Identify NON-PC hardware?
Hello, is there a way to identify NON-PC devices (like ThinClient, routers and similar things) within our network. Those are currently listed as �Not-Assigned�. Kind regards Wolfgang
Connection to RPC server in the workstation failed
Ok, I use to be able to scan computers on our network without a problem...now I cannot do this any longer. The error message is: "Connection to RPC server in the workstation failed" I've seen other posts on here about this and it seems no one has a solution...but I'm positive that there has to be one, so I'm trying it again. I'm running our SD+ on a Windows Server 2003 R2 SP1 and I know there are some issues with this platform on the SD side that are being worked on, but it's regarding another issue.
Filter Requesters
Is there a way currently (or in the upcoming Sept. release) to filter requesters within the admin account? We currently have two requesters whose resolutions cannot be completed within the next couple of months due to hardware and software upgrades that need completed first. Currently about 80% of our request list is comprised of these two requesters and we find ourselves needing to sift through a very long list to find the requests than demand our immediate attention. If there was a way to create
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