Bug: Not able to copy/paste a graphic into an announcement
We're trying to copy/paste in a graphic into an announcement, and it's not working. I tried to get into the back-end database and enter a file location, but that didn't seem to work either. But I'm not sure I did it properly. Justin
Import Wizard checkbox settings issue
What is the basis for the checkboxes to be set/unset in the Active Directory Import Wizard when we're trying to import users? We have about 6-7 check boxes that always have to be unset (Users containers for various OU's in our environment). We want to be able to just point to one container. This is so we can just import new users only, and not the entire company. Justin
Bug: Reply or Forward with initial name in To field stuck
There's a bug in the To: field for replies to the requestor or Forwards to someone else. For the Replies to the Requester: If the name of the requester gets erased, no matter what other characters you type in the To: field, it only shows names beginning with the same first letter of the requester email address. For the Forward the Request: If you type in a character, then backspace and type in a new character, the only choices you get to make are names that begin with the first character you happened
Service desk plus resolutions
Hi we have recently started using SD+ and every tool you need for a helpdesk seems to be in place apart from the closure/resolution of calls.. As you know you first set up your resolution lists and then you need to search on them to copy them to the closure of the call... can we have a pick list or even a browse button to browse your solutions to make the closure of call a little easier please.... Also can we then report by closure categories.....
Active Directory user import fields
I'm trying to go through the schema that was published back on Feb., 2006 and also looking through the database. I see entire user's names crammed into the First Name field. Is this due to the Active Directory import? Do you map an entire Users container into one field? Is it possible to be able to map a First name into a First name field? Last Name into a Last Name field? And then reference it somehow in the notifications when using "$RequesterName" ? We're just getting killed with getting approval
Inventory / Software Summary - Depicting different versions
An issue has arisen in that we have just installed Symantec Antivirus version 10 around the network. This was upgraded from version 9. In the inventory list, the version is added with the title "Symantec Antivirus Client" and therefore version 10 is being bundled into the inventory with version 9 - which is then making the license purchase against install population incorrect. I note that in the Software Summary there is a version field underneath the product name, but how do we populate this and
Crystal Reports - Reporting on Workstations
Can you please give me some information on reporting on Workstations using Crystal Reports, would like to report on. [list=]Assigned Owner, Attached Assets, Components and their serial numbers, OS and version, specs
Requests reports
Dear all, I would like some help with the reports, when i run the 'completed requests by category' for example, some requests show up in the 'others' category on the chart but in the detailed report below the chart all requests are detailed in the correct category and "others" does not appear in there. I have 18 categories for the request and do not have "others" in the categories list i have customised. I would like the chart to reflect the correct categories. Any idea? The other problem that i
What Permissions a user need to be able to Update due date?
What Permissions a user need to be able to Update due date? Because I gave them edit since I dont want them to delete but It wont let them change the due date and time. Thanks
Feature to help eliminate "spam" request(er)s
We're finding a lot of spam requests (and requester info being created) causing some problems in our system. We'd like to see if there can be a "holding bin" for incoming tickets with requesters that don't match what's already in our SD+ environment. It would require a table for holding "requester ID" that are uncleared for acceptance into our SD environment, but could be reviewed to allow the requests in (maybe a mail from an outside vendor that wouldn't be in our AD domain, but could be submitting
Feature request: User checks (AD vs. SD+)
We have a couple of requests for improvements, however, some of these will require some changes internally. One of the improvement requests I'll make here, and one I'll make in a separate email, as I think they're substantially different in nature, but have a AD vs. SD+ commonality. We'd like the ability to show an indicator for users who are no longer in active directory, but for whom an entry still shows up in SD+ so that we can remove the requester entry, and overall just clean up the requester
Where is the awaited localization support
I have an environment were support for multiple languages are very important. I have been waitning for this to be implemented in Servicedesk. It was scheduled for late 2005, but is not implemented although it is proclaimed in the description of features in Servicedesk. I have the need for Danish and Greenlandic language support, and will be able to help with the translation task. When can we expect this will be available?
Bug in forums: After you submit a message...
When you submit a message (and after), the link at the top and bottom that say "Forum Home -> ServiceDesk Plus", but point to forums.adventnet.com/viewforum.php?f=57 This makes it a bit frustrating to get back to the new interface when it keeps pointing you to the old forum interface. Justin
Bug in forums? Author listed not necessarily true?
I posted a new topic earlier today, and saw there was someone who posted a reply (as viewed in the right side. I clicked on the message, but the only message there is my message and nothing else by the author listed. The message number is: forums.adventnet.com/viewtopic.php?p=43912#43912 Justin
How do I do updates?
How do I do updates? Thanks
What is the CMS system you're using for forums?
I noticed your recent move to a new layout (maybe even CMS system), and was wondering what CMS system you're using. I have a volunteer project I'm working on, and requires a CMS system, and I'm trying to evaluate different types. Justin
Report Showing Assignee and Workstations?
Hi All, I have been looking through the software. I can't find a report that prints the assignee with the workstation. Is there such an item? Has someone written a custom report? If so, can it be exported and imported? Thank you, Ken
How come new posts by registered users have to be moderated?
So I'm posting a bug report on the forums and get a message saying: [ Post is awaiting approval ] Why are registered users having to wait for moderated approval? I can understand non-registered guests and spam posts by "drive-by" post-submission programs. But isn't that why you have "Captcha" images and registered logins? Justin
Followup/Replies not being tied to original topic
I put in a message last week titled, "Suggestions for improvements on PO process" (msg # 13677). It appears someone replied reza_200... (can't see the rest, and when I pick on the name, it says that user doesn't exist). This followup is the one I mentioned in another message that's awaiting approval that is not available ( http://forums.adventnet.com/viewtopic.php&p=43593#43593 ) Justin
Bug in forums: Scope of new messages too wide?
In your new forums, I'm interested in the SD+ info ONLY. However, at the top of the page is a link titled: "View posts since last visit (XX)" with XX being a number of new messages since logging in. When I click on that link, I see messages pertaining to SD+, Zoho Virtual Office, OpManager, etc. I don't want that kind of scope, and the page I'm doing this from was said to be "http://forums.servicedeskplus.com" which is forwarded to: "http://forums.adventnet.com/sdp_home.php". Is there a way to fix
Cultural issue with status message
There's a message that pops up when you change a users password that says: Please intimate the change of password to ____________ <some user> In America, intimate is used as an adjective at most times to indicate someone you have a very close relationship with, ie, to indicate you've had sex with them. for example: "John says he has been intimate with Jane." In other areas, intimate is used as a verb to convey a message. for example: "One might intimate that John smells funny." While intimate is
user import form AD
Hello, We just purchased Servicedesk Application. I can scan the network for workstations, but I can not Import users from AD Can you please help me with this problem Thanks Johny
Will SD allow import of old Requests
Hi I am working through updating SD as this is now a replacement for our existing Helpdesk solution/program. SD is far superior and quicker to use. I have a question relating to importing old/closed requests from a csv file into SD. The csv file shows CALL NO: HA0001x STATUS :CLOSED DATE OPENED: PRIORITY: CRITICAL, HIGH, NORMAL ASSIGNED: (to which engineer) USER: (requester) ITEM NO: (asset, invenory number) REQUEST SUMMARY: request description Ideally i would like to carry the history from the old
Asset entry vs. what's entered from Active Directory?
We pulled in a large list of workstations from Active Directory, but as we go through the asset portion, we see NONE of these workstations listed as assets. While there is a way to import a CSV list of assets, how do they compare to what assets we see already in inventory? The list of assets available seem to be those that are allowed as a product type. How do we make existing machines an ASSET? Justin
What permissions are required to add vendors?
What is the level of permission required to add vendors and product types for inclusion into PO's? We tried adding all PO privileges, but that didn't seem to be it. Any idea? Justin
Attachments For Requests
When you have multiple attachments on a Request you cannot delete an attachment in internet explorer but its OK in firefox
Question
Greetings I`ve send my contact details twice already (you asked me about it) to sd support and i`m waiting for response from three weeks now ... (?) Regards Bart
Maximum of 7 techs seen in Global View
Can we have a scroll bar that allows for more than 7 techs to be seen for the ticket workload when viewing the global view? Justin
MySQL failed to start error
Support I have recently downloaded Service Desk Plus and bought the license for the 5 tech version. I have installed it, but cannot get it up and running. I have tried it both on port 8080 and port 8100. When I try to start it from the command line with the run.bat file, I receive the error "Trying to start MySQL server failed". I am running Windows 2003 server with Symantec Backup Exec 10. I have successfully installed both Event logger and Patch Quest. Any help from support would be appreciated.
Service Pack upgrade problems. HELP!!
Hi, I have been using SD+ ever since SD+4 and have upgraded to 5 then 5 sp2 then sp3. My current build# is 5003. For some reason i have not been able to upgrade to any other sp after sp3. Issue During the upgrade of sp10, it will stop at 98% and then uninstalls itself. It does this to all sp after sp3. Let me know if you require more detail. Thanks
PO upgrades requested
We'd like a couple of PO updates requested. 1. Multiple shipping sites selectable (I think I requested this earlier, but in case I didn't...) 2. Ability to have different tax brackets based on location being shipped to. 3. Ability to not tax intangibles (like contracts, service agreements, etc) Currently, tax is applied to ALL items on a PO. Can we have a checkbox next to each item that indicates taxable/non-taxable. 4. Be able to enter a dollar amount instead of a tax percentage (when the vendor
Requester name w/punctuation not seen in requests summary
We have a requester with the following name: Wilkins, Patrick 'PJ' His name is not seen on the Requests summary page. Can this be fixed? Justin
Blue box error, does it have a secondary effect?
I reported the blue box error before, and it was acknowledged as an error. But one of my techs had a blue box error today, and she was unable to enter a resolution. It took her to a screen with a few links at the top, but no box to open up to enter in the resolution text, etc. I can go into that ticket, and I don't see a blue box, and I can get into the resolution screen. I noticed that there (She's on IE, I'm on Firefox) Is this a secondary issue of the blue box error? I noticed in the history tab
Contracts
When entering the support details for a contract it lets you enter more text than is saved. If there is a limit on what can be entered here it should really be enforced in the user interface instead of truncated upon submission. Also once a contract has been created and saved you cannot then go back into it and then attach a document which can also be a bit annoying. Also once you have attached a document to a contract you cannot then go back and edit it as you can e.g. in Solutions David
Custom Report can not be seen
Dear all, I have Created Custom Report, I can see and run the custom report. But the other admin cannot see the custom report . I want to create report that can be access by all admin. Thanks Flow
Sumary reports
Hi I'm still having problems to generate the summary reports as I told you before I'm running servicedesk from a server with windows server 2003. the version Im using is AdventNet ManageEngine ServiceDesk Plus 5.0.0. here is an attachment with my problem
Summary Reports
Hi, I'm having problems to generate the Summary Reports, the reports show no numbers or results, is this a configuration problem? :?:
Is this old bug being addressed in this new release?
I reported a few months ago about how you can go to the home page as an admin, see all the techs with numbers correlating to their open tickets, etc. So when you click on the number associated with the open tickets for that tech, it puts you into the request screen, with a search bar included, but it has part of your name scattered into the status box. Was that going to be addressed in this release? Justin
SLA agreements
I am having trouble with SLA agreements, when I choose a category as a criteria and set a resolution time (example 2 days) when the request comes in it still defaults back to 4 hours. No matter how many days I set the resolution too!
Very high CPU usage v. 5.010 (probable cause found)
I had some complaints about SD+ running slow at times, and happened to find some interesting things going on at the same time in the log file. I was using process explorer (sysinternals.org), selecting the java process on the server, and then selecting the graphing option. The process was running throughout the morning, and I noticed a rather large rise in CPU usage which went on for a VERY long time, then plummeted all of a sudden. 1. A particular tech was shown doing updates, etc. but he did NOT
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