service desk password
SO, I did it. Ive lost my service desk password. is there any way to set it back to default? admin/admin or a way to change it with out knowing the current one? ~Iris Admin team
Licensing Question
We are currently evaluating Service Desk Plus, and would like to understand the licensing better. We have 2 technicians within our company, but use outside consultants to help us with special projects. We want to be able to assign and track tasks that the outside consultants are working on, but they would not need access to the system. The evaluation version says it is limited to 2 technicians, but the sample data has many listed. Is the two technician limit a concurrent user limit? In the production
Possible making Requesters invisible for eachother?
Hi hello out there, Question, is it possible somehow, to make the list of requesters invisible for eachother? I don't want a requester to see any other requesters names. Can this be done, or is this possible? Best regards, and thanks in forward, Renecs
Just 495 Dollar a year for two technicians????
Hello, i was trying to buy your software but i got a little confused so i need little more support....it is only 495 Dollar for 2 technician fee a year with all updates??? The Asset Management and the helpdesk??? No client limit???? Any adware??? :-)))) Does Servicedesk and Patchquest can work on the same computer??? Yours Oliver
Backing Up ServiceDesk Plus
Hi, As I understand it, the DB engine behind ServiceDesk Plus is MySQL. Work are the recommended backup processes for this system - are there open file file-locking issues if backup software or explorer were to copy the servicedesk directory to a backup NAS or Tape. From the recovery side of things, is the database easy to restore in the event of disaster, and can the database be transfered to another server? ServiceDesk could potentially become my most important application behind accounting and
"Anonymous" knowledgebase access
Is there a way of getting "anonymous" knowledgebase access - i.e. without loging in to the system. I'd like to put a link in a web page.
Updates...what are the prices!
Hello, me again...i still have questions. The next major Update will be in third quarter this year....if I would buy today(in reference to my other question the inventory will not work until next version cause i use a non english windows version), do i have to buy the update and what price will you expect i have to pay for it. Do you have that kind of mainetance and what are the prices? Thx Oliver
Feature Request- Filter and Search requests by category
I now have OpManager opening tickets to their correct corresponding categories in ServiceDesk Plus, however I don't have an option to filter the requests by category in the request view. Each individual department of Technicians really only wants to see the category that applies to them. So in the drop down filter field if it could have the categories as an option. Also in the Search field if you could search by category. This should be a fairly easy addition as all the db info should already be
Category field width
I have decided to use subcategories in the Category field in the form or Network - Internet - Slow, however the field width is not wide enough - 1. can the width be increased 2. Is it possible to have pop menus instead? See attached screenshot
Searching for a requester - crashing!
When creating a new request, we are trying to add a requester from the Requester List by searching for them and hitting the Go button. When we find the person we require, we click the little circle (radio button) to add the user but in Firefox we just get a blank window. Worse, in Internet Explorer, we get: A runtime error has occurred. Do you wish to debug? Line 41 Error: Expected Identifier Hope this can be fixed soon.
Browsing Vendors?
Is there a way to browse through your vendor contacts in ServiceDesk Pro? We would like to consolidate our vendor information into ServiceDesk Pro since it is already there for asset tracking, however I can't seem to find an easy way to browse through the vendors in order to look at their details (at least for a nonadmin user).
Knowledge Base
Is it possible in the knowledge base to attach files in the contents, we already have a set number of procedures for our bespoke software in word format, and they contain formatting and screenshots, that do not transfer when pasted. This would be very helpful for us. We are currently testing the Helpdesk functionality and we are quite happy with a lot of the functions of Servicedesk and we are giving it serious consideration.
Thank you advent net
Hi all, can i just say thank you to advent net for making such a excellent piece of software. Its taken me 3 - 4 months to find a helpdesk piece of software which has everything we have needed. I am currently trialling the piece of software and very impressed. We are planning on purchasing it once we have integrated all our assets from our old database system and see how we do with the system for a week or 2. The help desk software will become very helpful in this school enviroment where there are
ALL REQUESTS GET ASSIGNED TO ONE TECHNICIAN
I have just upgraded from version 4.0 to 4.1 successfully. I just went to update some requests where I put a tick in a couple of request and clicked on the assign to technician. After the screen refreshed it had changed not only the the requests that I selected but ALL the requests to be owned by me and sent me 200 emails as a reminder. Any Idea's Andrew Loughnan :?
email setup
How do i setup the email option
Non English Version(Cant get the Inventory of Computers)
Hello, i have a problems to find any computer in the Network. I found in the Forum that there is an issue running a non english version......did u fix that problem cause i dont have an english version, just a german one.
Column sorting & little bug
Hi there, A new little suggestion again: It would be nice if it was possible to sort columns when items are list-viewed. For example: I would like to sort on OS when viewing all workstations (Inventory) by clicking on the title of the column "OS". The same thing would be nice when viewing for example all closed requests, and I want to sort on date. And here's a little bug: (Using WinXP SP1, Firefox 1.04, SDP 4103) When assigning a new workstation to an user, directly after the new workstation is
Resetting ID Count on Requests
Hey All, Just wanted to find a way to reset the requests/job ids back to 0 so when we go live with the software we don't start with a weird number - or alternatively how can we start the IDs at a predefined number eg 10001 - so can be used as a usable case number with our documentation. Cheers Damon Campbell New Zealand
Job Scheduling
Hi, I was wondering if in future releases there may be a Job Scheduling function that can be used to give a requestor and eta. of when the job will be done or so as a job can be arranged to be done at a certain date and time that suits the requestor and technician Cheers Nigel Ferguson From New Zealand
Corrupt database?
First of all, my compliments for this great product. I'm currently using the free version of SDP, but when I get some extra manpower I am convinced it will be no problem at all to get approval for buying the professional version. SDP seems to suit all my needs perfectly. But now to the problem; My installation of servicedesk plus 4.0 suddenly fails to start. The logs mention something wrong in the database. MySQL is functioning though. MySQLadmin reports no major errors. When I replace the 'mysql'
SDP SP4 Release Announcement
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of Service Pack 4 of SDP. It is available for download at: http://manageengine.adventnet.com/products/service-desk/service-packs.html This Service Pack can be applied only over the build number 4102 of SDP. If you are not over the 4102 build, please apply the Upgrade Pack as mentioned in the above link. Also, please ensure you have shut down the server before application of the Service Pack /
how to modify the content of the login details email?
email sent to new user which contain default wording , is there a way to change that.?tx.
Searching via service tag
HI all, Would it be possiable to search the service tag which is with workstation. Because we asset tag each of our machines i like to have a search where i do not have to do two searches to find a machine. Because we have so many machines its hard to know what the pc name is for most of them. Thanks, Ross
html or metatags for formated solutions?
Is it possible to put in an html formated table into a ServiceDesk solution? If this is not possible I would like to request this as a feature for future development. I have several tables that need to be availible in my knowledge base and pasting the html into the solution doesn't have near the desired results :) Thanks.
SMS Message Customization
I know there is a way to customize the overdue request SMS notification message, but what I need is to customize the SMS sent to technician when a ticket is created. This by default sends out way too much text when what I really need is just the description of the ticket. Is there a way to customize the ticket creation notification SMS message?
Future Releases
When are you releasing the future upgrades of ServiceDesk Plus And what will they include?
alternative platform
Can ServiceDesk be installed on a Xserver running OS X? Leec
event id 100 - SD stops working
I get an error in the windows event log stating the following: There may be a configuration problem: please check the logs. not sure where to begin diagnosing why this keeps happening...
update patch on Linux issue
When I try to load the updatemanager it cannot load the x11 screen handler, do you have any idea what this could be? Lee
Report Types
Hi, Two reports that I will need to have in place before I can make a purchase decision are: * Number of Contacts per Call, this is defined as the number of times a support person was contacted by a user to fix a specific problem. In other words, if a ticket is created and the user contacts the support person more than once we are able to count each instance. * Duration of Ticket. The actual time it took to move the ticket from open to close. If you have these reports available, or if you have a
Inventory Win9x issues
Please can anyone help me with the "Inventory Scanning" of win 98 machine??? 1)I have installed WMI from microsoft.com. 2)I have installed DCom from microsoft.com. 3)In registry "local machine\software\microsoft\ole\" i have enabled remote access of Dcom. Still Win98 machines in my network cannot be scanned(I have tried on 3 win98 systems). I can however scan Winxp and win2000 machines. Its working perfectly fine on these operating systems
[Performance] What hardware do we need?
Hello, First of all, I want to let you know that AdventNet ServiceDesk Plus (Free) is one of the best solutions I've ever seen for anyone who wants to organize his IT knowledge and make customers smile by helping them fast and efficient! I have a few questions about the performance: I'm running ServiceDesk Plus on a very simple Compaq server system (PII 300MHz, 256mb RAM) in a small local network (100mbit). It didn't take long to decide to upgrade te RAM, because the application eated all my swap
SSH in Inventory Scan
Hello, In Inventory for non windows domain network / workstation scan, is it possible to that ServiceDesk have option to use ssh for login and getting information, just like OpManager. Due to obvious security reasons, we dont like to have telnet enabled on workstations/servers. Thanks/lms
Self Service Login
Hello: The new update of service desk, helps greatly in importing requesters from Active Directory, it does import all details also. Thanks for that. Howerver, there is one issue for which I am not clear, how do we provide self service login detail for the requester? I see that if we add new requester manually, it does allow to put in self service login and send email to requester, however I dont see that when requesters are imported from AD. There is feature of resetting password for the requester,
set of pcs having problems being scanned
Hi, On our network we have many different makes of PCS. A set of our machines for some reason keep getting up this error message when i attempt to scan them> "General failure while performing the operation." This has happened on all the same machines. Any ideas? Regards, Ross
Error Since trying to update to SP2
Hi, Recently i tried to update to your service pack but for some reason it failed and rollback the update. Since then it will not start back up the server. It stays on application layer and goes no further. I have left it going for over 24 hrs because of my day off. Thanks, Ross
Pop3 Problems
Hi folks! At the moment I'm evaluating ServiceDesk for my company. Program works fine except for one thing. Can anyone please help me out on this thing? The thing: I Can't fetch mail from pop3 or imap mailbox. Mailserver is Exchange 5.5 on a windows 2000 server, both with latest servicepacks applied. Tried to authenticate using telnet on port 110 But username and password are not accepted in plain tekst. When using outlook with "secure authentication" enabled the username and password are accepted.
Duplicate requests and OpManager integration
Is there a way to mark one request as a duplicate of another? We are using OpManager to automatically open tickets when it sees a problem, however with randomly reoccuring events, it is opening a new ticket on each occurance. What I really need is for it to recognize there is an existing request open for that subject, and just add notes to that request that the problem reoccured. Barring that functionality, at a minimum it would be nice to click the new request and say mark as duplicate of "request
Asset Management
1)Your product can scan the machine but it is unable to give the same into reports it should have a same module in which attached assets option should be there. 2)Asset movement tracking and history of the assets like the user which owned this asset previously is not there. This two are major issues i am facing while using your product and both of them are important to me ....kindly reply me with solution.
MySQL tutorial and backup
I know very little about MySQL: 1. Can you point me to some decent and friendly MySQL documentation? 2. Backing up a MySQL database...is it just a file copy? Do I need to stop and services? Using the Eval version now....so far, I dig it. :-) Thanks, --P
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