Who's online
Hi, Is there an easy way to see who's online, who's using service desk at this moment ? That would be easy to contact them when I want to update service desk. Greetz, Woef.
Requesterlist starts always with a
Hi, Since I upgraded to .10 I have workstations where the requesterlist is mal-populated in a new requestform. Even if I start typing E, the list jumps towards its beginning. But when then selected the right user, his details are correctly showed (workstation,....). On workstations where the requesterlist is correctly populated, the userdetails are not showed. This situation is not on all workstations. It seems like some database-query is not (correctly) updated at that moment. Greetz, Woef.
Active Directory Synchronization
Does Service Desk auto sync with AD? Or do I have to do an import each time a new user is added to AD? Scott
Unable to change asset type once a new asset is created
I'm not sure if this is intentional but once you have created a new asset you cannot change it's type. You have to delete the asset and then recreate it using the correct asset type.
Email templates for SLA
Was wondering if there are email templates for the SLA's that we can change and if not, could it put into the roadmap since all other emails have customizable templates. If it's possible to have a different email for each violation the email that I receive only has the details below and does not tell you if it's a level 1 2 or 3 violation Request ID : Date Created : DueBy Time : Title : Status : Priority : Mode : Level : Category : Requester : Requester Mobile Number : Requester Department If it
Custom Report to demonstrate ITs reponsiveness
We are attempting to compile a report that can be used to measure the responsiveness of our IT group. We would like to measure the following: Requester, Title, Description Time request is created The time required before the request is acknowledge by IT (initial response) The time required before the request is assigned to a technician The time before the request is closed We have the ability to use Crystal Reports, but need some assistance in identifying the tables. Has anyone constructed a report
Crystal Reports and Formatting the Date/Time Field
Hello - Does anyone know ow to correctly format the date/time fields in Service Desk? All I want to see is the format of DDMMYY HH:MM - the date/time fields are very confusing in the service desk database. Thanks Peter
What is the tool used to examine database structures?
A few months ago, someone mentioned a tool that could be used to explore a database and understand the internal data structure. Does anybody remember what it's called? Justin
Problem with Time Spent Reports
Hello, When I run a time spent report, say for the current month, then select a technician it will switch to that technician, but switch back after I try to display all the incidents. It would be great to have that fixed and better yet, have the report subtotal by technician. Basically I want to see what hours were logged by a technician for a given time period, I can't since it keeps swapping back to view all. Without this option I can only see the total numbers completed by a technician and I want
I can't import users from Actice Directory OU
I have Service Desk Plus Version: 5.0.0 Build Number: 5010 but I can't import users from Active Directory OUs. I can see them (but not all OUs of my Windows 2003 AD), and I also can choose them. Import Wizard connect with the AD but can't import the users (failed records). What can we Do. The Machine import from AD was no problem!
error connecting from web
hi i get thhis error when i trying to connect from the web : Error in downloading client files from BE thanks guy
Still problem with custom reports
I have Crystal 9 and the my sql odbc driver - as per the Cyrstal report integration document. I can connect but cannotsee any tables. Use Root user with no password Any help PLEASE!!!!!
Crystal Reports XI Std Edition
Hi I have just brought Crystal Reports XI standard edition so I can produce some reports. I am using the odbc mySQL driver, but Crystal is reporting that this type of connection is not possible with the Std edition. Have I brought the wrong version?
Quick Assign to Queue
Hello, Is it possible to add the following feature : I'd like to have on top of the "Requests" page, near the "Assign to : -- Select technician", a list of queue (exactly like the technician one), in order to assign request faster to the appropriate Queue. Could I do it myself ? Thanks for you reply !
Global Tickets
IE: You lose your T1 :-(, no email, no internet, and no IM. (AKA end-user hell) Phones are ringing off the hook with multiple symptoms, but one global cause. Can I create one Global ticket and as calls come in associate them to that Global ticket, so (this is the sweet part) when I close the Global ticket all associated tickets are closed as well with the same resolution. p.s. And all your bass belong to us
Need to login every time
Hi, I have just installed the 30days trial version on to our system. It is working fine with the webclient on the server system. But when I login from a client machine and click on any buttom I have to login again. Even when I click on "remember Password". I would be pleased if I get an informationm to solve that problem and to test the programm. Thanks
Queues Admin
I am not able to see the Choose button next to my populated Notify to field when i edit one of my Queues.
Cannot scan Workstation with Windows Domain Scan
Dear All I'm using SD Trial Version : 5.0.0 Build Number : 5003. Installed in Server with O/S RH Linux AS Ver.3 For Domain Controller / Domain, I'm using a Server with O/S Windows 2003 Server, in this case the network firewall is not active / No Firewall. (1) In the Asset Management - Windows Domain Scan menu, When i'm trying to scan a workstation with Windows Domain Scan emerge a message error like : FAILURE :Domain scanning cannot be performed in non-windows OS. What's it solution....? Notes :
Mail errors
Hello, I believe after upgrading to build 5009, there are issues with email notifications. SD+ is no longer sending the notifications that I had setup. When I go to check the mail settings under Admin-->Mail Settings-->Incoming I receive the folloing message: "Please create a separate mail account and alias the mailid to this account. AdventNet ManageEngine ServiceDesk Plus deletes the email from the account after fetching." What has changed now?? And how do I go about fixing this issue?? Thanks.[/img]
Why are "old" and non-recently replied subjects bu
I've scanned the top of the list of items in this forum, and I've seen a number of them show up, but they contain no recent replies. Anything going on? For instance: User Survey Comments was last appended to back in March. Why is it showing up amidst recent items? Justin
Assigning Techniction From Subject Feild
Hi Not sure if this has come up before but i was wondering if it was possible to assign a job to a Technician by the subject line of the email when received by service desk. Example and main reason is we have an out side support centre the send requests via email and the subject stays the same so i want to assign straight to a Technician as only one person looks after this type of request. So if Service Desk could read the subject line and auto assign that would be good or if that cant be done how
Outbound e-mail from HD+
I see the following error in the log when an attempt is made to send an outbound e-mail: Exception while trying to send notification for Request ID : 4 Mail sending failed. Can you provide some insight to this issue? Thanks, Mark
Database backup going very slow
Anybody else having issues with the DB backup taking a very very long time - were trying to do the upgrade but it took over 4 hours just do do 1 meg!
Not all of the departments is shown in the report
It has been so for a very long time now, I wonder if their is a patch for this coming soon, or is it something I can do? It always shows 8 (6) departments. Best Regards Daniel
Problem after hotfix 9
We are getting a problem when we try and enter a persons name in to the request details. It comes up with an "autofill" list of names that you can select from This was working OK until I added the recent update as if you entered in sam it would give you a list of all the sams. Now it always starts at A so no matter whose name you put in the list starts at A Could this be looked at please becuase the only way for a work around is to select the icon to the right "The little yellow person" and select
Transferring SD database
Hi, I would like to transfer SD to a new server. How do I go about moving the database from the current server to the new one? Any help would be greatly appreciated. Regards, MJM
Linux/Netware/Non-AD Environments
I would like to see more, support for environments that are not MS AD shops. We use linux and Netware and some MS servers, but no domains and thus no AD. Our workstations are in workgroups. So far SD+ we installed on a Linux server only to find Linux can't talk to MS WMI. We then put it on a 2000 Server only to find 2000 couldn't scan any workstations even with all the DCOM/RPC/WMI/Ect tweaking. I just finished putting it on an XP workstation and yes it can finally scan PCs. BUT....Only SP1 pcs.
Missing Contact Info
In writing a report that will summarize the time we spend on requests for users, I discovered that we have 283 rows in our AAAUSER table that do not have an associated record in the AAAUSERCONTACTINFO table. I'm wondering how that would have happened. In total I have 867 rows in the AAAUSER table, with an associated 584 records in the AAAUSERCONTACTINFO table. Thanks...Rich
SERVICEDESK Plus-5.0.0-SP-4.0 WONT START
ServiceDesk will not start. Was working for several months and today after reboot it will not start. Can not upgrade to SP 6. We downloaded the latest build but it will not restore our backup since it is from SP4. We are totally down and are trying to show a client the helpdesk. Will forward logs if needed. Please help. Robert Giannini IT Director 954-255-1757 x 200 www.Giaspace.com www.Giaspace.com/store
Bug in Build 5008
Steps to reproduce: 1. Add a business rule as follows: - When new request arrives: Mode is "Email" or "Web Form" - Action: Change status to "Onhold" - Place in Queue "Service Desk" 2. Log onto web form as a Requestor and create a request 3. Pickup ticket as a technician 4. View the Request 5. Click "Start Timer" and enter a Reason. Notice that the status does not change from "Onhold" to "Open" and the timer does not seem to start. The start timer seems to work fine when the request in created by
Can I somehow view/export logs?
I did a lengthy AD scan, and over 1/2 of the machines couldn't get scanned. I want to be able to export all the subject lines for sorting/slicing/dicing to help evaluate whether they are legitimate machines and not old entries, machines with firewalls on them, mobile machines (laptops) not connected to the network at that time, machines powered off, etc. I went to Support->System Log to see the hundreds of entries, but I don't want to have to manually view each one (as the subject line gets cut off
using SD+ with oracle portal
trying to use oracle portal and embed a 'portlet' within the portal for login and access to SD+ - would like to limit access to that portlet within the portal instead of opening a new page, etc. Is there a way to pass user credentials of when you login to the portal directly into SD+ and to keep pages from have to open in a new window? thanks
Full Active Directory integration?
Hi guys, How far off is full Active Directory integration (single logon)? Every time I ask, it seems to get pushed back further and further, and it was something very important to us when we first purchased this product. Thanks, Gavin
Adding new requesters from new Active Directory users
We need to add some new requesters from new users to our corporate Active Directory database. What is the best way to do this without overwriting any of the current requester information in our system.
service desk on netware network?
I am currently trialling service desk build 5008, running on Linux. Our workstations are Xp sp2, but are on a novell netware 6.5 network. is there anyway way to scan for the workstations for them to show up as workstations in the servicedesk inventory? and if so, how?
Is there a way to partially cleanse the database?
I underwent a migration from a development to a production server today for servicedesk. I backed up the database, and restored to the new database - no problem. But now I want to delete all the data in there except the settings and solution items - basically take all the tickets out (closed and open) as well as all the machine/user scans. is there a good way to do such a task? Justin
upgrade from 5003 to 5010 fails
When I apply the hot fix from 5003 to 5010 I get the error below: at java.lang.Thread.run(Unknown Source) May 13, 2006 9:14:46 AM com.adventnet.servicedesk.updatemgr.util.SDPostProcessor <init> SEVERE: Inside SDPostProcessor. May 13, 2006 9:14:46 AM com.adventnet.servicedesk.updatemgr.util.SDPostProcessor Upd <init> SEVERE: Inside SDPostProcessorUpd.
Service PACK 5009 problem
Servicedesk doesn't start after applying patch 5009. Have you got an idea to debug it? Thanks.
Build No. 5009 out.....
Dear Users, We have released the Hotfix to migrate ServiceDesk Plus to build 5009. The major feature included in the HotFix is the localized version for ServiceDeskPlus. ServiceDesk Plus is now available in the following languages: * Chinese * French * German * Japanese * Portuguese * Spanish * Swedish You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh
reporting
Hello - I am building some reports and have come across a slight issue; it seems that I cannot see support calls that were never assigned to a queue? we quite often open and close supports calls whilst over the phone. for example password resets. Doe anyone know which table these calls go into, as I cannot find them in workorderstates Thanks Peter
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