Inventory reports
Are there any plans to expand on the inventory reports to allow access to software data. It seems as if it is extracted, seems crazy not to be able to report on it. rgds Damian ps Just seen the inventory . scanned software which is a start
Contracts - Attachments
I see you can add attachments to contracts, great as we can scan in the actual contract, however once the attachment has been made how does one view or amend it. I cannot see any option to do so. TIA Damian
Service Desk Reports
I know that there is a problem with the service desk reports, but when I run the report of the current month, I am getting duplicate cases that have been counted in the report. When you search the case number only one ticket shows up. But looking at the report the case is counted sometimes up to 5 times in the report. (See Attachment)
asset naming convention
Being able to edit the exsisting asset labels would be very beneficial .... for example product name and asset name and category would all be the same thing for me but if i was able to call them brand and model and model number that would be awesome. BTW fantastic product guys, the support is what makes it fantastic. Thankyou :)
Service Desk server will not start
I'm running the demo version of Service Desk and it will not start. I figured it was because my trial license had expired so I got a new one, but that wasn't it. When I try to start the SD server it seems like it's trying to start, then it just stops progressing. I've tried starting it from the start menu as well as from run.bat I can supply the log files if need be. Thanks, Megan
Attaching new/deleting old files to Contracts
Once a contract is assigned, how do you (1) add new files to it once it is saved, and (2) delete a file that is attached. Also, files attached do not open. They must be saved to your machine and then opened...why?
Inventory unix-AIX server
Hi, How can I scan an AIX server ? I enter an Inventory workstation with an IP adress but no field for user/passwd...
user import
Hi I'm thinking about using manage engine to use for our external customer support queries as well internal device auditing and contract renewal etc. I'd like to know the answer to the following q's. What is the csv format for importing users? How much is the product for 5 technicians?
Requester search in new request
Is it possible to search for a resuester be login name in the requester details name box. With out going thow the list. F.ex I got a user(name:peter petersen; login name:pepe), when I make a new request, then I only want to put pepe in the requester details name box, and the get all of his informations. Without typing in his whole name or search for him in the pop up window.
Email Submission Field Names
I am successfully using the email submission feature in SD5. I would like to be able to specify fields to be SD5 that need to be populated from the generated email. Are there keywords that i can use to allow a field called workstation for example place its data in the workstation field of SD5? For example I notice that the Subject of the e-mail becomes the requesters name. This will enable me to create a form that submits via e-mail and creates a sutible looking request within SD5. Many Thanks,
Close Request after entering Solution
Hi there, Here another suggestion: When entering a solution, in the panel "Tasks" on the right the action "Close Request" is available. When clicking on "Close Request" the entered solution is not being saved, so you have to save the solution first, then close the request. It would be nice if the entered solution will be saved too when clicking "Close Request" from the "Tasks" panel. Or maybe put a checkbox "Close Request" above the "Save" button, if the checkbox is checked and the button "Save"
problem with time spend report
There is a problem with time spent parameter. Then new request added and technical close it time spent parametr in request details showing time - 0hrs00min, but open and close time is different. And time spent reports didnt work
Import users and Assighn tickets by Locations
Hi, I'm testing ServiceDesk Plus and very interesting in it. I have multiple offices with more than 2000 users on different windows 2003 Active Directory OUs. I'd like to seperate the user list by the office location and will automatically assign the tickets to certain technician based on the requestor's location. How can I do that? Many thanks.
multilanguages support
Whether there is in system helpdesk a multilanguage support ?
Problem while performing the operation on PurchaseOrder
FAILURE : Problem while performing the operation on PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,137,592,647,515. when i edit a purchase order to add or remove items i get this error.
Big trouble whit attached files from requesters
Hi! I got two little problems left in the helpdesk, otherwise it work perfect When a user attach a file (either by the webform or by e-mail) I just get the error that file doesn't exist This error was the same that I had in the solutions attached files. When is this going to be fixed?, Iam sorry but I cant ask my users to rename the filename and take away charters that doesn't exist in the english language. And, when is the problem going to be solved if the users send mails in HTML format? Best Regards
ServiceDesk Plus 5 Upgrade Pack has been released
Hi, The much awaited ServiceDesk Plus 5 Upgrade Pack has been released. We understand that most of you are frustrated waiting for this release. We apologize for delay in rolling this out, we have tried hard to reproduce and eliminate critical problems you might face in the production environment. We have tried to address the communication gap with SDP Blogs, that will help us share and collaborate as we build the features you want. Download Upgrade Pack Important: Take a backup of all your data before
Change Request Status
Is the only way to change the status to edit the request? There is a Stop Timer on the page when viewing a request. In a future update could a 'Change State' be added? Thanks, Andrew
Possible integration within IIS
We run ServiceDesk on a server that is accessible from the internet via https:. We do not have control over the firewall that provides our internet connection. Since it currently only allows port 443 to the server, we are unable to access ServiceDesk from outside of our network as it runs on port 8081. We also have IIS running on this server which of course is serving websites on port 80. Is there way to integrate ServiceDesk so that a sub-domain and URL can be used to access ServiceDesk on port
SD 5001 will not start on Linux after restoring data
I am trying to migrate to linux from windows. I made sure that Windows was running the latest build 5001. I ran the backup utility and then copied the file to my linux server (also running 5001). I did the restore and it states it completed successfully, however, support desk would not start. I get this the first time: Server is starting. This may take a couple of minutes ... Free edition... ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer
What Next?
Ok I have version 4 SD + and i tried, oh how i've tried to upgrade it to no avail. So I decided in my wisdom to backup, uninstall and reinstall 5. Thus resolving the issue. This worked. However, I am now assuming that the Backup from V4 will not install to v5. As when i locate the file it does its DOS thing and no change happens! WHAT NEXT? I NEED TO GET THIS SORTED!!! HELP
Service Pack to Migrate from Build 5001 to Build 5002
Hi, Service Pack 2 to migrate from Build 5001 to Build 5002 has been released. Only Customers on ServiceDesk Plus 5 need to Download and Install this Service Pack 2. As always, it is safe to take a backup of your data. Download Here Steps to Install -------------------------- 1. Shut down ServiceDesk Plus Server. 2. Unzip the Service Pack zip file under <ServiceDesk_Plus_Home> folder. If prompted to overwrite the existing files, choose the Yes to All option. ( For eg: ServiceDesk is installed in
import inventory
Hello - is there any way to import items into the servicedesk inventory? I have an old inventory system which uses a mysql database that has items like monitors stored in there; they need to be available on servicedesk and the scan obviously doesn't pick up monitors. thanks Pete
Error when installing SP2
When I try to install SP2 to upgrade from 5001 to 5002 I get an error just prior to completion and then it rolls back to SP1.
Roadmap for ServiceDesk Plus .. Is there one?
Hi Firstly I must thank AdventNet for such a great product. ServiceDesk Plus really put me in control of my team and is working really well for us. Offcourse there are the odd quarks and issues, however overall a very good stable product. Anyways the reason for this post is I have been looking for the roadmap for ServiceDesk Plus. If it was published I could better plan according to the new features and functionality AdventNet is working on.
Method used in the Inventory
Dears, Im trying to understand the method used in the inventory of ServiceDesk, cause in some cases its works in others its not works. Its use WMI, SNMP, Remote Registry, Smoke signal ?? rsrsrsrs I have a customer that use the product and have problems, with winXP, some machines are not audited, some machines are audited, but some softwares arent apper in the inventory. Tks for all. Rodrigo Miranda
How can the requester conversate with the technician?
Hello, when viewing a request as a technician, the taskpanel shows 'E-mail the technician'. This mail will be added to the conversation history. But when viewing a request as a requester, the 'E-mail technician' task is not available. How can the requester send some extra info to the technician from SD? (In a way the mail will be logged in the conversation history ) Kind regards, Luc Janssen
Requests Received Summary by Date by Technician
When pulling reports I get this error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'Korn, David - IS' GROUP BY DT' at line 1" com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
Cannot view saved reports
This message appears when attempting to edit a saved report. Please advise 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: [J org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Requester not showing up when using Quick Create-New Request
When I click on the REQUESTER LIST and click on the user I want to assign as the requester, it doesnt get listed on the quick create page. I've tried this on Firefox and Safari for mac and it didnt work. It did however worked on IE for windows.
Import Assets from Altiris
Is there anyway to import assets from the altiris inventory system? /Martin
Requestor Details
When you go and look at a new request the phone number in the requestor details defaults to their mobile number and not the actual internal telephone number. If there is no mobile number then it defaults to their internal number. All the details have been correctly imported from the AD we just want it to default to their internal number and if we want their mobile number to look under view requestor details not the other way around. How can I change this? Regards David
new request
how do you make a new request link? It says "click here for details" but it does not provide a link (unless you copy and paste). A new request with request id $RequestId has been created by $RequesterName. Short info on the request is : Title : $Title Category : $Category Description : $Description Click for details : $RequestLink
ServiceDesk Plus: Not loading.
installed on Windows 2000 server w/SP4 and Windows XP Pro(no webserver running/installed). Both having the same problem. Please help... Thank you, Program installed fine. While loading the title screen the status bar sits there. INFO | jvm 1 | 2006/01/16 11:11:32 | percentage 82 INFO | jvm 1 | 2006/01/16 11:11:33 | percentage 83 INFO | jvm 1 | 2006/01/16 11:11:34 | percentage 84 INFO | jvm 1 | 2006/01/16 11:11:35 | percentage 85 INFO | jvm 1 | 2006/01/16 11:11:35 | isServerAlreadyRunning false while
Report problems in ServiceDesk5
Hello, we have some problems in the reporting tool. I'm not abel to create a Report for Spend time for one technician for for a specified Date. The report schows on the screen all tickes with there spend time, but when i create the pdf-export. the report schows more then the selected technician, an the spended time is not correct. It is also not posible, to create a report for one technician for one single day in the past or the curent day. The report shows always the curent week. Is this a failure
Global view and selection => wrong Field insert
Hi, i think i have found an error in the global view funktion. When i select a technician from the global view, the folowing screen has always insert in the field status the christian name of the technician insted an empty field. So i must clear this field and refresh the selection that i see all the tickets... For better understandig i have posted an Screenshot. Thanks for help.
Viewing Additional Status Requests
I have a couple of extra status' other than On Hold and Open but I cannot view the requests once I have changed them to this status. They obviously do not show up in My Open Requests, My Closed Requests or even My On Hold Requests. Is there a All My Requests? Do I have to trawl through the All Requests to find them again??? Andrew
Trying to print out hardware inventory
Is there a way to print out the hardware inventory list for a specific computer on the network? I would like to have a hard copy of this information.
Problem with starting SD+ (MySQL)
Hi, I just installed SD+. First error I got when I left it standard, was that Mysql had not the correct version, that I had to use another version of MySQL (when using the default installed Mysql included with SD+) I browsed the forums, found that I could use my own MySQL server, changed those things and now this is what I get in serverout0.txt (log file): [%T]|[%D]|[%N]|[%L]|[%Th]|: %M| [10:13:25:878]|[01-11-2006]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|: AdventNet
Business Rules don't pick up tickets logged from OpManager
I am trying to use business rules to redirect requests/tickets automatically logged by OpManager to a queue. The business rule is not picking up that a new request has been received from Opmanager. Is anyone else having this issue or is it a known problem ?
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