Adding New Users
Is there any way to manually add new users to the help desk from AD without overwriting everything, The problem we have is we have recently had several new teachers that need access to the helpdesk i would like them to use domain authentication instead of local and log on using there Domian name + Password. I have manually updated all the email addresses, phone numbers, department etc for the requesters on service desk, However the user details in the AD do not include these details. How can i add
Invoicing in PurchaseOrders
Hi, I wondered if anybody had a solution to an issue we have been trying to address regarding PurchaseOrders. When you place a purchase order it goes for approval, and once approved awaits delivery. With 90% of orders we recieve the stock next day and then can mark the items as received/delivered. At this stage within SD this closes the order completely. In our business we will not close an order until we have recieved the invoice and made payment. Is it possible to have an extra stage where once
Custom Reports listing workstation twice
Hi When running custom reports any workstation having mutliple IP addresses (either via multiple cards or VPN connections) is listed once for each IP address. Is there any way to prevent this behaviour? Regards Paul
Refresh Rate causes page error?
Some of my Techs have run into this problem. It seems to happen on a loower page refresh rate. This last error occured with a 5 minute refresh rate. Is this a problem with SD+ or is there a way to fix this? Error message below: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
Start Date Auto Fill in today's date
Is there any way to have the Start Date auto fill in today's date and allow me to change it if I wish?
change the default status for new requests
Is there a way to change the default status for new requests. I see the option for changing the default Category, Level, Mode, and Priority - everything but Status. I'd like new requests to be a status of 'new' until one of the technicians actually sees the requests and acknowledges it by changing its status to 'open.' Thanks for your help.
Categories - moving and deleting
As we have used SD+ more and more, some of the initial categories are in the "wrong place". So "SBS2003" now needs to be a sub category of "Servers OS" rather than be a root category. Likewise "printers" is now a sub category of "Hardware". I have created the exact same wording as the original top level category, if I now delete the top level category, what will happen to those entries that are tagged with the original format? Will they lose the association, or is it only a text entry? Thanks.
Problems with built-in reports
There are default reports built into Servicedesk Plus, one of which is the "Requests by Category" report. Now this report is supposed to list all of the categories that we have created as well as the number of requests per category. It does not do this at all. Sometimes it will show 2 categories and one request per each, or it will just show one category and one request for that category. All of these are shown in pie chart format, so you can imagine just looking at two pieces of the pie or just
Address issue - Admin|Organization Details
Hi, I am a licensed user using - Version 5.5.0 Build 5501 Under - Admin|Organization Details there are 3 address lines. The first one is only accepts 10 characters so I don't use it. I enter my address text in the 2nd line but whenever the address prints (ie. PO) it shows a leading comma "," For example: , 200 Main Street If I put the 200 in the first short Address line I get (as you would expect) 200, Main Street Am I using this incorrectly? Thanks
Can we configure ServiceDesk Plus to Single Sign-on with AD
My environment has Active Directory so I want employee to login to our network once and don't need to login again when start using ServiceDesk Plus to post their request. Can we do that? I use ServiceDesk Plus version 5.5.0
Logo Customization
Hi, I am a licensed user using - Version 5.5.0 Build 5501 I was able to replace the two logos under Admin|Settings but I still get the "Manage Engine ServiceDesk Plus" logo when I go to the "direct knowledgpage: http://servernme:8080/sd/SolutionsHome.sd Shouldn't this page be picking up the 166x46 logo that I specified in the settings? Thanks
Feature Request: Solutions, Display attached images
Feature Request: Have an option to display attached images in a Solution in the Self Service Solutions Area. Also Comments would make it even more useful. This would help us out a lot giving a few screenshots with a comment of Figure 1, Figure 2 etc... as our end users can never be bothered to click on the attachments to get the screenshots themselves.
scanned workstation: location of scanning credentials
Hi Once a workstation has been scanned, where are the scanning details recorded? Is there a reference to the Domain/Network to be used and does it related to the Domain/Network entries shown when editing the workstation? The reason for asking is because I attempted a network scan of a workstation (which failed due to incorrect password), amended the network login details via admin, selected the workstation and chose "Scan Now" and it stalled failed. I deleted the workstation entry, chose "New Scan"
Inventory Workstation
Hi! What port/ports need to be opened in the firewall for the inventory to work? /Thomas
Query syntax repository
The query function is a great addition to this tool. Can a repository be created on the Support Page that all can view other solutions/queries. Generally speaking, the requests are onces that many folks could make use of?
Change of date & time manually
Can we change the date & time of a specific call manually in service desk plus 5.5 suppose if i have log a call & i have to give it a specific deadline is it possible. Thanks & Regard's SAM
Difference-> Allocate to User/Workstation (With Screensho
Under Inventory tab what is the difference between :- Asset Allocation Allocate To User Owner Name __________ AND Asset Allocation Allocate To Workstation Owner Name __________ __ Trisha Singh
ServiceDesk Plus 5 not able to show graph for sub-category
This latest version 5.0.0 enable me to create a sub-cateogries under a maintain category. eg: Main Category: Service Request ASub Cat#1 (under the service request main category): PC ASub Cat#2 (under the service request main category): Laptop Main Category: Issue Request BSub Cat#1 (under the service request main category): Router BSub Cat#2 (under the service request main category): Switches I have logged my service request under PC and Laptop. However, this latest version is not able to display
Connecting to Database via ODBC
Hi Is it possible to connect to the MySQL db via ODBC for reporting purposes, using Crystal etc. There are reports that I would like to run such as a breakdown of installed software. Nigel
sort report
How can I sort Inventory reports for specific columns?
How to sort Inventory reports
How can I sort the workstation Inventory reports?
< > characters in solution
Hi, If I use < and > characters in the solution, like this: func(<FIELD1>,<FIELD2>); I'm able to save it, ServiceDesk correctly shows it but if I edit the solution again to correct something the bracket signs and all characters between them disappear. Like this: func(,); I wrote this from my memory, I hope correctly. A little bit unconfortable. Many thanks in advance, Tibor BANFALVI
email notifacations for out of office
hi, is there a fix or a work around for, when i wish to close a call we have it setup so it sends notifactions to the user to tell them that the call has been closed, the only problem is, if the user has an out of foffice on, it send s a message back and re-opens the call, this is very annoyig as well either turn the notifacation off or we have to change the requestor name is there a fix or work around many thanks
Custom inventory report showing number of disk drives
I'd like to create a report showing the count of drives per pc for all computers on the system, I need help with the query string (ie what should it be?). What I'm hoping to do is to regularly run the report to see whose using unauthorised USB memory keys on the system.
I need to know what MySQL Version is using the SD 5.5
i can't install the SD on LINUX i think it could be a database issue. I nneed to know the Mysql version that SD 5.5 uses.
Reports
If i want to generate a report for "Response Time" by particular Group / Queue / Technician then how can I run this kind of report ??? -Trisha-
Phonelist
Is there a possibility to provide the requester an internal phonelist with all the imported active directory users?
Upgrading 5.0 to 5.5.0
During our evaluation we've entered data into 5.0.0 When we purchase we will want to move that data to the 5.5.0 version. Is there and upgradepack to support this? Thanks
When opening ServiceDesk from OpManager
If you are looking at a PC in OpManager and you elect to look at the ServiceDesk information from OM, the pop up window shows the information fine. The display is the one that has just the information on that particular device. I went into the inventory tab and the first page appears fine. However, when I selected the second page of inventory details the reduced sized pop up window that you are viewing at that stage was filled with the full view of service desk (whereas the first page wasn't). I
cannot delete custom report made from default report
Hi I have two custom reports built by running a default report, modifying the criteria and then saving it as another name. I cannot delete either report. Both display an error saying "cannot delete default reports" Any suggestions? Regards Paul
scanning non-windows systems
Has anyone successfully scanned any of the following unix systems: AIX HPUX Solaris ?? Yours hopefully Paul
Customizing "Title"
Hi, Is there anyway to customize the word "Title" in the request form? I know this sounds silly, but for whatever reason most of my users are thinking that we're asking for their JOB title, as opposed to a title for the request. I don't need it changed throughout the application, and I'm not opposed to manually editing a file if need be, I just would like it to appear differently on the request form. Thanks, Endaar
Windows Domain Scan
Please can you help... I'm having issues with the scan it has been running for the last week and I'm unable to view the status or stop the scan. Asset Management - Windows Domain Scan Domain Name Domain Controller Discovery Status Login Name Public Domains ********* ******* Scan in progress *****
Inventory Scan
I have installed your product and must say, nice job. However, my inventory scan is showing two nic cards on a number of pc's and three on one pc. There are not two or three nic cards in these pc's. The inventory is showing a SMC card and the 3COM (which is what is in them). I don't understand where the inventory is reading a second or third nic card from. Any suggestions?
Search workstation with MAC Address ?
Is it possible to find which workstation that has a MAC Address? Can I search this somehow? /Martin
Inventory linking to Product Types and Vendors
SD+ has been used to scan our entire network and has detected all the various desktop PCs. I have entered the Product Types in and associated the relevant Vendors for the various Product Types. However, how do I associate the scanned desktop PCs with a Product Type enabling me to know what each the various warranties etc are for each desktop PC?
TimeSpend Reporting
Hi there, i tried to create a Report with all Time-Entries which i need every month to check the invoices from our Consultants. I used the custom-Report Module to create this Report including the Fields - RequestsID - Actual Time - Amount - CostEntry Date - Requester - Request Status - Completed Time and grouped it by Technician with summary in ActualTime and Amount. Now i selected a Report for September and there are many Time-Entries missing in this Report. I'm not able to see why these Items are
Http Status 500 error
i keep recieving a http status 500 error when trying to create a report i understand several people have had this problem, is there a fix yet
Deleting computer from Active Directory
When I delete a computer account from Active Directory, it doesn't delete it from Inventory after I rescan the domain. Is this possible or do I have to delete computer accounts from AD as well as ServiceDesk? Thanks, Gavin
Preventative Maintence problems
Has anyone else had problems with the preventative maintence tasks I put two tasks in about 2 weeks ago, and each task was needed to be run each day but they are not generating a job Any ideas ?
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