Upgrading to SP2
Just downloaded SP2 for this great product but on runnning updatemanager.bat I came across this error: "Please set the JAVA_HOME parameter in" updatemanager.bat So i opened this file and checked the location it's looking for: C:\j2sdk1.4.2.03 but I have no folder there under this name. I did install this product on the E drive of my server so thought I'd check there. Nothing there either. So I looked into the actual installation directory of ServiceDesk and came across this one: E:\AdventNet\ME\ServiceDesk\jre\bin
Error > Asset Management - Windows Domain Scan
In Demo-Version I'm using the scan function for Windows Domain Scan. Every time I get the following error message: //ARBEITSGRUPPE/SRVDEMO : No response received from workstation. Probably the workstation might be switched off or does not exist.
SLA
Please can anyone help me to solve my confusion between "Priority based SLA" and "User based SLA" If i define to different SLA which overcomes whom like if a user is placed in the rule of Normal priority and resolution is set to 1 hr and if the same user is placed in high priority with 15 min resolution time, what will happen? If the question is not to your understanding then please make me understand in simpler terms. Please!!!
Workstation association
I manage a network in a school and the the workstations are used by many pupils. For example all the pupils use the PCs in the IT lab, there is at leaset 2 PCs in each class used by the whole class. What this means is that no one PC is accociated to any 1 pupil. How can a pupil or teacher report a problem and choose a workstation ID as it seems that a PC needs to be associated to a user before it can be chose from the pull down menu on the request form.
Transfer Users from Active Directory
Can anyone help me to transfer users from active directory to the service desk software database. Is there any alternate method to do it manually?
Inventory, Assets and Workstations
As mentionend in my other posts, I am currently evaluating ServiceDesk as a tool for our organization. In working through the inventory, workstations and assets, I have several questions/concerns. 1) Compared to many of the other tools I have looked at, Servicedesk is one of the few that handles non-workstation assets. However, it appears that it doesn't completely address all the functionality for those assets. When managing non-workstation assests, one needs the same level of association and tracking
localisation
When can say about localisation programm? I ready help you with Russia version. Very need russian version for users. 8)
how to export data?
i'm testing out the product, and i'd like to export the inventory information into excel. is there an easy way to do this?
Viewing requests for a specific requestor
Hello, I am currently evaluating the use of Service Desk Plus at our company. One of the areas that we have a question on is the ability for a technician to view all of the requests for a specific requestor. When working with a requestor, it is helpful to be able to see all of the requests or issues the requestor has reported in the past.
Assignment of technicians based on department of requestor
We are a medium sized school with a number of locations. We have primary technicians located on each campus. Is there a way to automatically assign a technician to a request based on the department name?
Service Desk 4.0 to 4.1 Upgrade Patch
Desperately waiting for upgrade patch, to convert 4.0 to 4.1 Could you supply atime frame of when this will be available. Or if there is another way to get the data out and into a fresh install of 4.1. Thanks Andrew Loughnan St Josephs's College, Geelong
Contracts
I have a question with regards the Contracts section of ServiceDesk. I've created a number of contracts and a couple of them are due up within the next 30 days. The system has alerted me to this (as it should) but I was wondering as I am going to extend the contract, do I need to create a new one or simply extend the current one and update it's details? Not sure how the section should actually work. Thanx for any advice.
Active Directory duplication
Hi guys, The forums have been great, I'm nearly ready to demo ServiceDesk to the rest of the department and then we can purchase. I have one last remaining problem. This is what I'm trying to do: 1) Get the Requesters into the system using the "Import from Active Directory". 2) It works! Now, a few days later, I want to "Import from Active Directory" again - this is to retrieve new users since the first time. ServiceDesk says "Please Note: On Importing, Existing data will be overwritten and New data
SDP Upgrade Pack (4.0 to 4.1) Release Notification
Hi All, We are glad to announce the availability of the upgrade pack for migrating from 4.0 to 4.1 version of ServiceDesk Plus. The latest Build version of ServiceDesk Plus is 4102. This will include the feature additions that have been included in the 4.1 release. You can download the patch from : http://manageengine.adventnet.com/products/service-desk/service-packs.html Customers using SDP Build Version 4000 - 4003 are requested to apply the upgrade pack to migrate to the latest Build Version 4102.
customized report
Is there any way of defining a custom report. For example: At the moment reports can be organised by Workstations by OS Workstations by Manufacturer Workstations by Domain Workstations by Network Unassigned workstations by Domain Unassigned workstations by Network OS count by domain OS count by network Model count by domain Model count by network Manufacturer count by domain Manufacturer count by network However, what if I want to organise by workstation? Is there anyway to do this? If not, when
Installation and license key questions on ServiceDesk 4.1
Hi, I am currently evaluating ServiceDesk 4.1. If I install the Trial version (Professional, 30 days expiry) of ServiceDesk 4.1, can I activate a license key that I get later, when I pay for unlimited technicians and workstations. Or would I have to do a complete reinstall. Also, in the New Request page, I do not have an option to cc anyone. I would like an option that my manager is notified whenever a new request is created. Is this possible ? Thanks, Anand
Cannot Start Service Desk
Hello, I load the Demo and installed it. When I click on the icon nothing happens. Does it work with XP Home?
add notes to a request opens a new request
After creating a request and then going to add notes, this creates a new request id - is that normal?
Attachement for knowledge base
Is possible attach file in knowledge base? We have so much documentation in .doc or .pdf format. I hope we can store it in KB. And is possible put HTML message in knowledge base. If yes, we can put external document for technician reference for some case.
Application problem and questions
I'm evaluating the product. I write from Italy. I have the problem "DCOM" to scan server and client. I have done the suggested steps but nothing. My test are based on a domain Ms W2k3 Sp1 native mode whit client Ms XpPro Sp2. With which customer the application carries out the scan? admin/admin or the logged user? Can be changed that user? Can be changed or modificated the user /technician admin/admin whit a domain user? Other problem is with AD user import. The requesters import from AD duplicates
Exchange Email without POP
We do not run Pop on our exchange server and the mail settings seem to fail. Any ideas?
Feature wish list
First up this looks like a cool product. I would like to see a few extra features for workstations. In general info a few extra fields would be excellent. Allow assets to have different classes, ie software / workstation / printer / server / network and allow contracts to hook in to each. Make it easy for us to look up say a printer and see that its still under contract or see that the warranty on server ABC is about to run out etc. Cost = So that a $ amount can be but next to it. Commission date
All the request in one
Sir, Is it possible that all the requester can see the request of all the requester? Example: if I am the requester isn't it that I can only view my own request. Is there a way that all the request of the requesters can view in one?
Add corporate logo to sign-on screen and user web portal
Is there any way to add our corporate logo to the sign-on screen and for that same logo (but smaller) appear somewhere on the web portal screen? We are a small community hospital and love this software and would like to purchase it and depoloy it within the enterprise, but we to "brand" it to the hospital if at all possible. Thanks!
Database for use with ServiceDesk
Hi I am currently evaluating ServiceDesk, and have installed the free version, which to be honest, will suit my needs. An comprehensive and well thought-out product. I see that MySQL is the database used. We have an MS SQL Server running here already. Can ServiceDesk use SQL Server instead of MySQL? Nigel Tidswell System Administrator, WA Napier City Council New Zealand
Attachments to requests
Hi there SDP Team! Is is possible to add attachements to requests? I've noticed that if a requestor emails a request to the helpdesk with an attachement to the email, this attachement gets added to Servicedesk and is accessible via the system. Is it possible to manually add an attachement to a request generated via the web page and not by email? Thanks Andrew
Purchase Order Control
We would like to be able to format and set a numeric or an alpha-numeric range for our Purchase Orders. As it now stands, when we enter a Purchase Order, our ServiceDesk Plus assigns a numerical value beginning with the number "1." We also, would like to be able to "void" and "edit" an entered PO and have to option to reuse or not, the Purchase Order Number. Currently we can "Print" or "Delete" a Purchase Order It would also be advantageous to have the Purchase Order Field added to the items in the
Service Desk Plus Queries
Dear Sir, We are evaluating Service Desk Plus 4.1, 30 days trial version. The software seems to be interesting and we are seriously exploring it. I have a few queries regarding the same. We have to implement it in 100+ locations. We need complete integration with Windows 2k User ID creation, modification and deletion process. Each user's unique employee ID and location should be automatically imported from AD to ServiceDesk Plus database. It must contain employee ID, Windows login username and password,
outgoing SMTP conversation is causing failure.
the outgoing smtp mail pre-amble does NOT seem to include the full host name in the helo - i noticed this as i have recently had to update my spam protection and now require full compliency with some RFC's to try and reduce spam. your smtp implimentation only puts the host name in the helo command.. i think the RFC states that your HELO should post a fully-qualified hostname; ie (from my postfix log) RCPT from smtp.drone.com[132.219.59.188]: 504 <mailserver>: Helo command rejected: need fully-qualified
Add "all Request" to Request filter
how can we add "all Request" to the request filter? the requester's filter showing contains only My Open Requests, My Request On Hold, My Closed Requests, All My Request. We want to Add the "all Request" so that the requester can see all the Request of every requester so that they will know where/what the technician is doing. thanks!! erwin
Integration of requester with other systems
This is turning into a killer product guys (and girls?) keep up the good work. However, as stated before it needs single sign on (AD integration). However, what I would also like to see is the ability for it to synchronise with my other practice management systems and therefore have system that synchronises client information with other SQL databases. Client code = requester code? Cheers Damien
Software change tracking
It would be really good to be able to create a report say once a month which shows what software had been installed on what machines and what software has been un-installed.
Unlicensed Installations
I just need some clarity on the unlicensed installations. I have an application that I would like to know the workstations with this installed. It seems to be the default count for Unlicensed installations are 25. I have several applications that I would like to see all the workstations with this software but it only shows 25 workstations with the software. But, it shows more than 25 as the install count. I would like a way to run a report with all the workstations that have the software installed
Requests main screen - Request ID
Is it possible to have the main requests screen show the ID #? All of the emails refer to the ID#, yet you log into the helpdesk and can't identify which one it's talking about.
Cannot remove admin
What is the reason behind admin being a non deletable account? I will be the primary technician for my organisation so I only need one technician account but as admin cannot be deleted I cannot assign myself with logon rights. I take it that this is now by design but is there anyway to remove the admin account or enable another account to be the technician other than by a second technicians licence?
Enter old request
I had record a lot of request by using Excel manually in pass 2 years. Can i input those record into servicedesk? If yes, how can I do? Since if I input now and the date time is today and cannot change to responding date time. Thanks.
login
I CANT LOGIN!"! HOW DO I LOGIN TO THE CLIENT ITSELF
Service Desk 4.1.0 - User Survey NAT address
I like the new user survey feature but I don't know if I can use it. The server running the Helpdesk software is using a NAT address. When a survey is sent to a user it includes a link referencing 'http://<server IP>:<port>' . The IP is the internal address which can not be linked to from the public side of the router. Is there a way to modify auto generated email that is sent to users to reflect a differnt URL? ****** Example *************************** Please help us to improve our service by participating
error viewing workstation details
hi there, i've installed the SDP and it seems running smoothly...then after a few days, i got problems in viewing several workstation details thru inventory which is working fine before.. the error: "server encountered an internal error () that prevented it from fulfilling this request." i've attached the full error report. please respond..thanks in advance..
Use with ISA Server
This is probably a dumb question but if ServiceDesk Plus uses port 8080 would this cause a conflict on a server using ISA which uses port 8080 already for proxy? The error I'm getting it this: HTTP 407 Proxy Authentication Required - The ISA Server requires authorization to fulfill the request. Access to the Web Proxy service is denied. (12209) Internet Security and Acceleration Server I don't have any problems getting to any other site other than this and port 8080 is used by proxy to enable clients
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