Remote Workstation Scan
Will it be possible to scan remote computers that are not reachable? I have many distributed workers that rarely connect to the home office network, yet I still would like to have some record of their environment. It would be great to be able to send them an email that contains either a link or program that would scan the computer and send the results home. Asset Metrix uses a procedure like this. Thank you, Jamie Jensen
Can database portion be located on another machine?
We're trying to move the servicedesk application to another machine, and a question came up about whether the database could be housed on another server vs the same one as the web server (apache). is this possible? What are the ramifications for doing so? Justin
please post your updatemanager.bat as a text file
hi, I have an out of the box install on a server 2003 machine. I am trying to install a SP for the 5000 build. I have changed nothing on the install and cannot get past running the updatemanager.bat. this is the error I get. C:\Documents and Settings\Administrator>C:\AdventNet\ME\ServiceDesk\bin\UpdateManager.bat '.\setcommonenv.bat' is not recognized as an internal or external command, operable program or batch file. "Please set the JAVA_HOME parameter in" C:\AdventNet\ME\ServiceDesk\bin\UpdateManager.bat
request form out of shape
I'm currently configuring the request form for SD+. I've added several mandatory fileds, some of which are additional fileds. However, now when users log in (testing as guest user), one of the fileds is disappearing of to the right of the form, making it almost impossible for users to enter data into this additional mandatory field. The filed is called Asset Tag, and is on the right hand side of the form. see attached .jpg. Any ideas anyone?
"Reply" feature
All, I've done a search here and couldn't find anything useful about this issue... When a tech uses the "Reply" feature to send a message to a requester, if the requester then does the obvious thing and replies to that email, it is logged as a new job rather than being appended to the existing job. Can we not, for instance, have a simple mail header with the request ID added in the message so that SD can assign the email to the existing job? Or am I missing something obvious?
Link a solution back to the original request
Hi I was just wondering if there is any way of linking a solution back to the original request? Many Thanks Neil :D
Incoming mail
Hi I have been testing the support desk software for the past two days. While configuring the incoming mail from our Exchange server I get the following error message using the IMAP. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I talked to our Network Engineers and they could not figure out the problem. But confirmed that they haven't blocked these ports. Can you please help us to solve this problem.
Information
Can anyone tell me what is Remedial Service Desk is in ITIL. If it can be explained with an example that would be great. Thanks Srini
Purchase Order form Customization
I want to customize Purchase order according to my company standards. How to do it. I want to add and remove facility and freeness to place those fields in th form. Please giude me.
Technician charges
When you click on Add Time Entry, and place your time in, it obviously divides the hourly rate by the amount of minutes you enter. How do I stop SD+ from making the charge go to 10 decimal places? Currency should only go to 2 decimal places (an assumption here, I must admit, but I've not seen a case where someone's currency goes to 10 decimal places). Have I not set a setting correctly somewhere? My Time Spent reports are showing charges to the departments with the currency going to 10 decimal places.
Change Request Print Preview
Is there any way to edit the Request Print Preview report. I want it to print but without certain fields, like Request History. If not is there a canned report that will print out the basic request info plus the resolution?
Cannot enter resolutions
When I go into the Requests Page on any workstation I get the following error: Exception occurred when executing post invoke script setSearchTitle ('Search','Go') Msg: setSearchTitle is not defined. If I clear it by hitting Ok, I can enter new requests and I can edit the ones that are there. but I cannot enter the history or resolution tab. I click on the tabs and it just sits there. No error. I can enter resolutions from the PC that is running Service Desk, but not from clients.
Mrigrate 5008 to 5501
Current Build: 5008 (This was a CLEAN install not an upgrade) I have downloaded ManageEngine_ServiceDesk_Plus_5_5_0_SP-14_0.ppm and when I run UpdateManager.bat I get the message Patch can be applied only over 5001 build. Incompatible ServicePack. The only thing I can think of is that I installed 5008 from a clean install, not an upgrade from 5001. Am I doing some wrong? thanks.
Feature Request: Other Notifications Options
I'm not sure if I'm wording this correctly so bear with me. In the Notification settings there's a way to notify technicians when a new ticket is created, but how about "departments"? For example, we could have a department called "Paramedics", and we write up any ambulances that are having IT issues. Not only do the technicians need to be aware of it but also the Paramedic Supervisors and their assistants. That way they don't schedule a truck to go out if it's been written up. Currently the only
Frames not holding
I wanted to have a link to our company's homepage where the login for teh HelpDesk is. I managed to have a html document with our logo as a link to our website in a frame at the top, and the login document at the bottom. Everythign works fine, except for when the request tab gets pressed. Its the only time when it makes the upper frame disappear.. and then nothing loads... you have to click back and it puts me at the homepage after login for teh helpDesk. Is there a way to either A) stop that frame
Showing the machine the ticket is open from
Using the Windows Domain scan feature we were able to find all the PCs in the domain. I would like the PC to show up automatically when a customer opens a ticket. I want the ticket to show the PC they are openng the ticket from automatically.
Account and COntact management
I would like to know if it is possible to have an Account administrator(s) that can add/manage Contacts and their permissions. For example, we have some customers that have a few "authorized" requestors. Then there are other requestors at that Account that should only have the ability to create a reviewable request which would then be reviewed/approved by the "authorized" requestor. The self service of an Account administrator that manages the Account Contacts, permission and the "authorized" requestor
No time entry field.
After I applied the latest service pack I no longer have a field to enter time worked on a request. Any ideas? Thanks, -st
Move MySQL to a dedicated server
I am setting up my Service Desk plus server and want to have the database on a seperate server already running MySQL. I already know how to dump the database along with the schema. My question however, where do I tell SD+ the new MySQL server IP address and port? I do not see any options to do this and I am assuming its within the code somewhere. Can you please direct me to it's location so that I may tell SD+ where its database resides. Thankyou -- Scott Chirpich scott.chirpich@farheap.com
Firefox Error: Firefox already running
I recently got Firefox on Linux. Most of the time it works like a charm. But once in a while it spews out an error saying something to the effect: "Firefox is already running. Close already running browser first...", even though Firefox is not running. The problem persists even after a reboot. Based on my experience with VNC, I was looking for a lock file in home directory and /tmp. I removed some things but that did not help either. Does anyone know if this issue and how it can be resolved?
safari
I'm currently running SD+ on a WinXP SP2 box and most things are working well. However, some users need to log in as guests to the web browser using safari on a mac book. Almost everything seems to work, apart from the text box to enter descriptions of a request. Quite simply, on safari, users cant click into the text box, or enter any info in that box. Any help?
Adware problems in SD+?
Okay, I may have stumbled across a possible cause of the problems I have occasionally with SD+ opening. Ewido AntiSpyware thinks four files in the Service Desk extracted folders are Adware, as per the screenshot. I have of course put a permanent ignore on these files. This is an FYI.
Restore backup to new version on new server
Ok, I know I'm asking a lot, but I need a way to restore a backup from SD+ 5.0.0 to 5.5.0 My version 5.0.0 (5000) server has died, so I built a new server with version 5.5.0 (5501) I have a very recent backup of my existing data, but the restore to the new server fails because the versions are different. I've already manually reconfigured the new install and added the AD users, so I really just need the Requests, Solutions, Contracts and Vendors to be brought over. Can anyone help?
Merge issue
I am having a problem merging requests. To duplicate the issue, complete the following: Open the request to merge. Choose Merge from the actions menu. Click the Title link on the request that I want to merge it with. Press the back link at top center Press the Merge icon Get the attached error at the top of the page of the original request when it is done merging. You will also notice that the category does not show for the request when you click on the Title link. This would go along with my previous
Showing the machine the ticket is open from
Using the Windows Domain scan feature we were able to find all the PCs in the domain. I would like the PC to show up automatically when a customer opens a ticket. I want the ticket to show the PC they are openng the ticket from automatically.
Unauthenticated acces to solutions
Hi all, Previously, it was suggested that access to the Solutions could be provided without requiring authentication by using the http://servername:port/sd/SolutionsHome.sd URL. This works fine and does in fact allow unauthenticated access to solutions. However, since the release of 5.5, it seems the behavior has changed somewhat. If a user is logged in to the portal, and then tries to access the link above, the page will display fine. HOWEVER, attempting to then click on an actual solution will
I want to receive Attachment in E-mail
HI, Is there any possibility that when requester attached a file then attached file also received in e-mail. This will receive administrator and assigned technician. Plz reply me as soon as possible. Thanks.
Can SDP manage routers and switches as assets and workstions
We found SDP is great for PCs and Linux/Windows Servers,but how to add network devices like routers and switches into inventory? Will it scan the network and add them with SNMP rather than telnet?
Attching a large number of assets to workstations
Hi, I have a large number of workstations configured in my installation of SD+ and an even larger number of assets which need to be attached to the workstations. I also need to fill in the serial number and asset number for some of these assets (which can be derived from the the workstations' details). To use the GUI to do this bulk update would take forever, so I would like to write some SQL to do this. Could you please let me know which tables and fields need to be updated in order to attach workstations
Categories
Hi all, we are using SD+ since May this year in our company. Now we want to reorganize our current used categories. Maybe there are some other users who are able to provide me their categories-list to have some examples to see the used structure and hierarchy. thanks Florian
Searching in ServiceDesk Request
i am able to search for the text which is available only in the body or subject of the original request mail. searching does not work for the text in the mails under conversation
Dutch Servicedesk
Hi there, Will there be a Dutch localization soon? I'm making a proposal to use this software to support our customers nation wide, and really need a dutch interface! :) Thanks..
Services not running
Hi, i reinstalled the Helpdesk. now when i go to start the ManageEngine ServiceDesk 5 there is nothing to happend. plz tell me what should i do. plz reply me as soon as possible. Thanks.
Forward in a request it not shown on the conversations
Hi We use the forward function on the request system to log the problem with one of our 3rd party support companies and with a attachment. However Forwards do not show up on the request conversation can this be fix so we have a full audit of communication for a request. I tried using reply by you can�t attach the file that the user attached to the call
Users can't access servicedesk+
I cannot view the service desk application via web http://hostname:8080 on any computer other than the server. It just times out over and over again. I am able to connect to it via the server local desktop. Please make a help suggestion. Thank you.
SOLVE MY PROBLEM
I am getting SMTP error ,to connect to MDAEMON mal server......i able to access my system self to access this server.what is the problem occur and what can i do?
Backup and report question
Since version 5500 some major changes are done on SD+. But i have 5 questions about them: 1. Why are backups put in a seperate folder each time? Why not the old way of putting all files just in the backup folder. Now I have to browse to an extra folder, also my cleanup scripts which I used to delete old backups is not working anymore. 2. Reports are nice, but there is no report to view closed requests by technicians. I want to know how much tickets a technician has closed. 3. Before version 5500
connection between USER_ID and WORKSTATIONID
Hello people Out of the servicedesk Datebase i should programm a cute webapp for our intranet. i have infiltrated the whole database an i have gained a lot of information. but i didn't found one thing, that ist very important to me. in the table 'aaauser', there is the name of any user stored, so i could make strings like "Hans Miller". There we have the User-ID. Ok, and in the Servicedesktool (inventory) itself there are the Computers listed as follows: PC901 | Deskpro | DOMAIN | Windows 2000 |
Exchange 2003 & Incoming Mail now not working
Well we upgraded our mail server to 2003 finally from 2000 and now it no longer can connect to the mailbox. I know you say it isn't supported but the fact remains that it has been working. Also the system log doesn't have any errors which is strange, I started the service to see if it would produce an error but I only get it when i try to save the details. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Custom fields and information
We have custom fields set up for locations when opening a request. What I would like to do is to have some more information associated with those locations, but only for opening requests of a certain category. This would be for dealing with circuit outages primarily. So when you choose a location and it is in the category of Network it would auto populate the request with the circuit ID and telephone number for the provider of the circuit. Would something like this be possible?
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