Servicedesk hangs at "Application layer started..."
Hi, I am having the same problem as others. When I launch ServiceDesk server, it hangs at "Application layer started...". I tried running the .bat file with no luck. Can anyone help me with this issue? I can evaluate a product that doesn't work. Thanks.
time reports
Is there any way you can run a report on time entries by tech by day? As in have the system write you up a time sheet to see what time you have allocated and to which request, even if the request is assigned to another tech. Let me be a little clearer. If my manager assigns a request to himself and I do some work on this, I can view and add time on under my name. Now if I try to run a report to justify where my time has gone, I can't find anything to do this. Does this make any sense? sorry if it
Technicians unable to modify details
Hi, Its has been found that all requestors get a Tab called "My details". However Technicians are not visible in the requestors window nor are they given the Tab for changing their details. I feel technicians should be given an option to view and change their details. Also, i noted that when a user enters his mobile number in the Contact information, the Technicians can only see the Mobile number as his contact number, however i feel both the phone and Mobile number should be available to the Technician,
Very small bugs and details...
Hi, Just so you know, here are very little bugs I noticed : - The web interface does not deal with screen size larger than 1280. I'm working in 1600*1200, and you'll see attached what I get. Sorry I have a too big screen ;) !! - In the holidays configuration, the display is sorted alphabetically, and not chronologically.
Some issues in SD+ reports
When creating monthly reports using SD+ I ran into several issues: 1. Number of requests seem to differ from one report to another (e.g., there is a difference of 200 tickets out of 650 in total between Time spent reports and Completed reports). 2. The customized reports seem not to reflect the dates chosen in the filter. E.g., shows the same number of requests for 2 defilement time frames: 20 Dec � 31 Jan and 10 31 Jan. 3. Completion time by category by technician refers to elapsed time of the request.
tried to register and nothing happened!
I purchased the licence and tried to register my trial version and when I do so it says update successful yet none of my details have changed. I still only have the trail version! The date of expiration is 9th of feb 2007 and I have 0 days left1?. could this be my problem!? should I reinstall advent net and start from scratch? please say no... I have lots of info already entered and have already begun my asset tracking and will lose weeks of work! Please advise as soon as poss as I dont want to lose
About notifications when the request is updated
Hi, I'm wondering if it would be possible to have different notification rules for different updates of a request. For example, I'd like to send an email to the requester when a resolution is added, or when it's assigned to a technician, but not when I modify other fields.
Notification Template (Link Error)
Was wondering why the templates that notify technicians and requesters includes a Request link but it is not formatted into a link all it does is insert text instead of a hyperlink Can this be changed
MySQL ODBC Link to MS-ACCESS
I am tryin to connect to the MySQL, ServiceDesk DB via ODBC using linked tables in MS Access 2003 to allow me to pull custom reports. When I browse or look at the table, eg: "workorder" I get all the row and columns showing #deleted What could be causing this problem?
Add Time Entry - Error
We are having the same problem as a few other here have pointed out. When using the "Add time Entry" button it will fail with a java script error as follows. Line: 82 Char: 110 Error: Expected';' Code: 0 URL:http://servername:9090/workorder.do?woMode=viewWO&wolD=2503&; An update on a fix would be appreciated. Dan
SD 5003 and MS SQL Server Support
Will SD 5003 run on MS SQL Server ? Thanks
Time Spent Reports
Is it possible to have the Time Spent reports sort by DUE DATE instead of by CREATED DATE? or even possibly beable to custimize the report in the next release? This would be very helpful. Thank you, PTD Tech Support Team
Bug in Overdue Reporting
When I choose Overdue Requests per technician and choose Timeperiod ' Ever Opened', I get Requests that are closed to? To my opinion a request which is closed can not be overdue??
Java utilization
I have installed servicedesk on a new dell poweredge server. It has 1gb of ram with 3.0gb processor. I see that when the service desk is running that java is using up about 145mb of ram. Is this normal for it in this application? I am looking at possibly using other products along with the service desk and am trying to get a feel for needed resources. Thanks
puntuation causes java script errors!!
Has anyone else got problems in using puntuation in the and fields when manually creating a request. For example if you use and apostrophe in a word under the request title or a semi-colon in the description field and then create the request, you are then unable to add time or edit the request! I know this could be due to command lines linking in with the SQL but I would have thought this would have been sorted with the SP3 update. anyone else having this problem or is it a win 2k issue? I do have
Can ServiceDesk+ be used like...
I am currently the IT Manager of a small charity and we use AdventNet products in house at the moment. However, I'm thinking of branching out and starting my own business with a few colleagues were we will be providing IT support similar to what we do now but to a larger spread of organisations. Can SD+ be used in a support Helpdesk environment were we have one version in house and our clients can log via the web to log calls? Could we scan multiple domains if we had access? From reading and using
Restore of data
Dear Servicedesk guys!!! Is it possible to restore data, created with the Servicedeskplus 5 build 5001, to restore it to a Servicedeskplus 5 build 5003. It seems this is impossible. We had a server crash and we desperatly need the data!!. We could not download the 5001 version anymore, and frankly I don't see the point. It's just weird that we are talking about version 5 of servicedesk and that just a difference in build number gives problems with a restore. I hope you can help us!!!!!!!!!!!!!!!!
Define Required fields
I am wondering if it is possible to set additional fields on a request form as required. If it can't be done now, that would be a very useful option since many users do not provide all the information we need without being forced.
Data from Active Directory
I import Requesters data from Active Directory and I would like to know from which fields in Active Directory gets ServiceDesk information about EmployeeID and Description. Thank You.
Issue installing NetFlow Analyzer with ServiceDesk settled
i have installed serviceDesk Plus on port 8080, now i m trying to install the Netflow Analyzer on port 8021 my service desk doesn't start.... and netflow neither
Active Directory
It would be useful if SD only imported user accounts that are enabled in the AD you can do this by making sure the value of userAccountControl <> 514 in the ldap query. (514 is the value that identifies an account as disabled) Also would it be possible for those of us who wish to extend our AD or just use the description field of a computer to identify who it is assigned to to import this from the AD. This would save much admin work for us we currently fill in the description field of a computer
Cannot open Attachments
Build 4105 and 4107. If I try to open an attachment from a request I get: File cannot be found Try one or more of the following: Check the spelling of the name of the document Try a different file name This happens with .doc, .xls, and .pdf that I've tested. Thanks
Default Domain ?
With V5 users now see the "domain" drop down box this really confuses my users as there are a dozen domains "visible" but all "users" are on one. I would really like to go back to how V4 handled this and hide this dialoge entirely ? Or at the very least set it so the default is my domain ?
MySQL on another server
Is there a way to setup SD Plus and your other products to use a MySQl server on another physical server. I have a couple of other products from you guys and would like to setup a dedicated MySQl server to be the backend to your products is there anyway to do this? I know it probably wont be as fast but for me it will be more efficient for me to do it this way.
Support suggestion
The 2 times I've emailed support because I haven't been able to upgrade my database (which is 2 times too many, but that's another issue), I've been asked to email my database backups so support can troubleshoot the issue. I'd like to suggest customer support re-think this practice as for many companies this violates company security policies (which could get an administrator fired) and in some situations could violate federal or state law depending on what information was in their system. Administrators
Retrieve Emails
Hello everyone, I setup an email account to use for ServiceDesk but did not realize till afterwards that it pulls all emails off the server. Is there a way to retrieve these emails back? thanks Al
Helpdesk Backup Option
Dear Sir.. I am unable to find the Backup option in the Software. Can you suggest me how to take the Backup / Restore the complete AdventNet ManageEngine Service Desk Plus.... Thanks Naveen Kumar Network Support Executive NAVBackoffice IT Solutions PVT. LTD. Jaipur
Software Audit and Licences
Hi, I was going to use the inventory to keep track of what software is installed on what machines and how many licences we own etc. etc. However, the software scan picks up the same product with 2 different names. for example; Adobe Acrobat 6.0 Professional 12 Adobe Acrobat 6.0.1 Professional 2 Now I have 20 licences for Adobe Acrobat 6 Professional all assigned to the first product and none to the second product - I would like the second to be "merged" into the first - but this isn't possible. How
Problems installing Service Desk service pack 3
I'm trying to install service desk plus service pack 3 to migrate my build from 5001 to 5003 and it fails every time with the error "error uninstallation completed" Is there anyone here with a similar problem and knows a solution
How to upgarde Linux verion 5.0.0.0 to service pack 3?
Hi, I have installed the ServiceDesk linux version , the build number is 5.0.0.0 . How can I upgrade to 5.0.0.3 ? I have tried to download a AdventNet_ManageEngine_ServiceDesk_Plus_5_0_0_SP-3_0.ppm but the error occur, it says that should be apply from 5.0.0.1 or 5.0.0.2. Would you please tell me how can I upgrade to 5.0.0.1 on linux version ? Thanks.
one more
i do not want to show all fields to all requesters and to all technicians. is this possible?
Fail to start service on Redhat Linux
Hi, I have installed a Trial version for ServiceDesk 5 in Redhat9.0. When I execute the command ./run.sh , the software will Create some servers , for example ServerContainer [Created] AdventNetCC [Created] SQLOne Search [Created] AdvenetNetServiceDesk [Created] ServerContainer [Started] AdventNetCC [Started] SQLOne Search [Started] it just hang on last service "SQLOne Serarch" and it is not response in a few hours. I have reinstalled Redhat9.0 many times but the problem still exist. Please help.
Font size
The font size on the reply emails is way too small ..... Is there some way of changing this to default to something a bit more readable ? Ive changed the font for the auto messages but cant find where to change the font for the reply emails.
Updating Requests
We have recently purchased ServiceDesk Plus and will be implenting shortly. My question is how do you get a Requester to Update a support job via email? We would like to be able to have the technician email the Requester and ask for additional information. When the Requester replies to the above email it automatically gets re-logged into the Helpdesk with a new Request ID. Is there a way to stop this from happening, eg. by changing the subject to say "update request id 12345". I know the system allows
Password reset for SD+ 5
I've managed to forget my SD+ password. Could someone point me to the reset? Thanks, Joe
Search by XP Service Pack?
Is there any way to search the database of users and get a list of those running service pack 1?
Unable to edit a 'status' under Configuration
We're running SD+ Version : 5.0.0 Build Number : 5003 New custom status I create are fine but it appears that all 3 of the default status are greyed out and we are unable to adjust them. I would like to edit 'On Hold' to turn the Timer Status off. Thanks.
overdue request emails
hi there ive had a quick search round, but cant see any threads on this. Is there anyway that i can have service desk email a technician if a request goes overdue. Perhaps once a day/week as a reminder
Queue becomed unassigned upon edit
Hi - I've seen this problem reported in other threads but have not seen a clear resolution. I have two groups of technicians, each monitoring a different queue by way of role assignment. Email comes in and is assigned appropriately to the correct queue so the different groups of technicians can view only the requests for their queue. A technician for the queue will "pickup" the work order making the technician assignement and each of the technicians for that queue can still view the request and everything
SD+ reporting issues
When doing monthly reporting I've run into several issues: 1. Total number of calls differs from one report to another. E.g., All request reports shows 650 for time frame specified. Time spent reports shows 470 requests for the same period. 2. Customized reports do not seem to reflect the amount of tickets created between certain dates. E.g., when changing dates in the filter number of calls received stays the same for 20 Dec - 31 Jan and for 10 Jan - 31 Jan. 3. Completion time by category by technician
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