Associating WorkStations to Requestors
Hi, I am still in the learning phase of Service Desk setup, I have imported users from AD, when I go into the Admin - Requestors and click on the user the configuration brings up the users details etc, there is a button marked Associate Workstation. Clicking on this brings two boxes up i.e. all the assets available and assets assigned. So I find the asset tag and move to right hand box, click Save and close that window, I save the User details for good measure then go back into the user and Associate
Remote Desktop / Remote Control Troubleshooting document
Dear All, Kindly refer to the following documents for any details regarding remote control. Prerequisites and troubleshooting document : http://writer.zoho.com/corporate/mailzoho.com/kprakash/Remote-Control-Document How remote control works (also includes steps for pushing the agent to remote machines from Active directory) : http://writer.zoho.com/corporate/mailzoho.com/kprakash/How-Remote-Control-Works Thanks & Regards, Srikrishnan ServiceDeskPlus
Problems with SQL Code in Solutions
When creating a Solution which requires SQL to be presented into it, upon saving the solution the SQL code gets re-assembled so the code is all out of order. When typing in... Select * from %Table% where %Field% = '%Result%' /* Check the Address in our database matches those found in the hotels website to make sure you have the correct hotel */ Select * from %Table% where %Field% = %Result% /* Check if we already have a link set up */ It changes it too.... Select /* Check the Address in our database
Unable to update Technicians
Andrew Inkpen 144 IT Service Desk Analyst Andrew.Inkpen@hotelscene.co.uk 0844 826 4434 302 0.0 null,3,2 {"QueueOfSites":[{"null":{"1":"Service Desk","2":"Development","301":"Xtranet"},"2":{"601":"Service Desk","602":"Development","603":"Xtranet"},"3":{"604":"Service Desk","605":"Development","606":"Xtranet"}}]} FAILURE :Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,238,083,643,444.
Cannot login to Service desk 7.5
I have Upgraded to V7.5 ran this with no issues for a few days, so i ran a Asset Scan - which seemed to work I logged out and back in again, finding that i could not log into the service desk. Other people have been complaining also. One tech was able to log in, So with his account, i reset my technical details - and tried again, still not working I then deleted my account, and ran an AD Scan to get my userid back in as a requestor. I noticed i had to reset the AD Details, finally allowing me to
Cannot login to Service desk after Asset Scan
I have Upgraded to V7.5 ran this with no issues for a few days, so i ran a Asset Scan - which seemed to work I logged out and back in again, finding that i could not log into the service desk. Other people have been complaining also. One tech was able to log in, So with his account, i reset my technical details - and tried again, still not working I then deleted my account, and ran an AD Scan to get my userid back in as a requestor. I noticed i had to reset the AD Details, finally allowing me to
"the selected service pack is allready installed"
Hello, A few months ago Adventnet did a rollback to an older version for us because at the time we had problems upgrading to version 7.5. Now, adventnet analyzed our logfiles and discovered where it went wrong, we did some adjustments that adventnet recommended to do prior to updating. Now ( yes a few months later ) i'm trying to follow the upgrade procedure again by upgrading to the next build( current 7021 next build 7022 ) for us in order to do the upgrade to v.7.5 again. Now when i try to do
Datamodel
Hello, I have searched intense on this forums and besides some good discussions about relations etc. it seems there is no link to a datamodel description of ServicedeskPlus? The option to get a part of the datamodel from within the report screen is nice but seems to be only a part of all tables? Is a good description available? Kind regards, Barry Sakkers
Image attachments in notify email
Version 7.0.0 Build: 7017 When a user opens a support request and attaches an image (screenshot etc) the image shown in the email which gets sent to all the techs is crossed out.. it seems to be a dead link. When viewing the source it seems like the web address is missing from the img src eg: <img width=164 height=91 id="_x0000_i1025" src="/inlineimages/WorkOrder/4403/1.jpg"> Any idea on how to correct this? Thanks
Error after upgrade to 7022
Hi - I need some advice on this issue. After upgrade to 7022 I get the error "page cannot be displayed" using port 8080. I have tried the run.bat, and the log seems fine. se below. But no client webmanager is displayed. Any idea ? kind r Bj�rn-T =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
Error - Update ServiceDesk SP-0_22_1 for SP-3_0_0
Hello, I can not complete the process of updating the version: AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm for AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. The error occurred between 98% and 99% and it automatically unistall this update, before that error ServiceDesk don�t start. My server is: Windows 2003 Server + Sql2005 + ServiceDesk Professional Sds,
Clear or purge all asset and workstation data?
We have a mixture of manually entered Asset Data and Scanned Workstation data in SDP 7.5, but it is all a mess from imports in previous versions and different naming schemes, etc. I was wondering if there is a way to clear all the Asset / Workstation data without affecting the incidents/problems and changes. I'm not fussed if old jobs do not link properly to workstations, as it is at the moment they are mostly broken or linked to the wrong workstation.
Starange increase number of request
one week ago it was normally. requests come one by one - 1401, 1402, 1403... but now numbers of requests increase randomly - 1600, 1807, 4502, 6443... what is this? what can i do?
Approval Needed for Request Template
Hi There, I am setting up a particular Template for a request that needs to be approved before we can action the request. Can anyone tell me how I go about setting this up please.
Not correct request showing
Hello, we have a big problem with SDP. The problem is that when you have a list of request and click on one to view it, another request gets displayed. Usually the tick 3 stepps up on the list. But it can be any random request in that list. Then you have to click on the forward or back arrow in the top right corner to get to the request you want. This doesnt allways happens, but approx 1/3 of the times you click. Everyone has the same problem, and it causing so much frustration that it will be hard
Build 7.5.0 resets which technicians are in which group
Every morning since I've upgraded from 7022 -> 7055 I've had to go into the Groups and re-assign the Technicians that are in them. Otherwise I can't assign any ticket to any teach.
Advice on upgrading from 7.0.0 Build 7020
Seeking advice Can anyone link me to a step-by-step guide when upgrading from 7.0.0 Build 7020 to the newest version (7.5.0 Build 7504 by now)? Also, any further advice would be highly appreciated: should we rather upgrade to a lower level, is 7504 a stable release? Any known issues? Other stuff to take into consideration? Best regards Kasper
problems with italian characters - addictionally
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. ---------------------------- In addiction we are using Linux SUSE 10 and Service Desk Plus version 7.5.0
problems with italian characters
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. BPS
Abillity to send the content of resolution by e-mail
I want to send KB articles and resolution to a customer by mail. Now the customer have to log into the portal in order yo view a article or a resolution. How can I do this in Service Desk?
ServiceDesk Outbox
Is there internal outbox queue in SD ? Regarding to RFC server may not accept smtp connection when busy - it looks like SD doesn't retry to send ticket replies. If organisation uses Gmail (for example) it can be real problem because public mail services may have a little bit lower availability within SLA than internal mail server. Can you recommend some workarounds for this case ? Install separate mail daemon for SD ? - booo :|
Administrator rights
I've upgraded from Service desk plus 7000_19 to 7000_22 and now cant login with administrator rights. I could login before and now get a standard user interface with the administrator a\c. Any advice welcome. Windows 2003 server SP2 IE6 SP2 Service desk 7000_22
Server not starting after 7020 update
I applied the 7020 hotfix and now the server will not pass beyond having started the Application Layer indication in the progress bar of the splash screen.
Alert of Notify an email group when a new change is created
Hey do you guys know if there's a way to have the system send an email to a email group when a new change is created and/or approved. Right now it only let's me do that with the selected technician.
Form for website?
Greetings everyone! I was using a previous product which was also free but included a frame code that could be copied/pasted to my website to allow my customers to submit a service request right from my website. Does anyone know if this is possible with SystemDesk? Thanks for your time!
Edit "resolved" status
We use the "resolved" status when a 2nd level team has actioned a request. Traditionally they would just mark the request as resolved and we would search for these throughout the day and contact the user to confirm it could be cloased and explain how to implement the resolution or what was changed. The 1st level team actually closes the request. Since upgrading to V7 we cant do this. Is there any way of editing the "resolved" status so it can be moved to "in progress" group? The way we have our systems
New Service pack make servicedesk less efficient
Since the last upgrades I can not longer apply templates to existing work orders. The only way to use the templates is via the New request Option. We have created template based upon request types and we generally used these templates to quickly complete the required fields for each request type. For example if this request is for a new user account, there is one technician that performs this duty, and when he does there were several task that had to be completed for this type of service request.
Alias URL
I don't know what im doing wrong.... Im running a SBS2003 with the domain name.local. My ISP forwards all traffic 2 my IP so the site in IIS works fine. When i connect locally to localhost:8085 or servername:8085 Servicedesk is reachable. I made an alias url helpdesk.name.nl:8085 in the selfservice portal en made a DNS setting in servername / forward lookup zone / name.local helpdesk.mytown.local CNAME servername.name.local Can anyone please tell me what im doing wrong? Because it still isnt reachable
Need 7.0, Build 7021
OK, it's not really a SD+ problem. I had a hard drive go away. I need the installation file for 7.0, Build 7021 in order to restore data, and then to upgrade to 7.5 Two emails to technical support have gone a week without response.
Switching from created user logins to using Active Directory
When we started using Service Desk we did not use Active Directory. Now we want to start using Active Directory login. Is there anyway to "match up" the users to their Active Directory usernames so we do not lose the link to their helpdesk tickets. Thank you, Andy
Software scan
I'm trying to run a scan on all software currently installed on each workstation (desktop and laptop only). This isn't a problem to do, but I want to add some advanced filters to be able to omit information I don't want in the report. Examples would include the MS Hot fixes, patches etc. Is there a way to omit certain software? As well, the scan keeps including software from workstations that are no longer in use?? I want a current report showing only software installed on workstations that are actually
Access to version 7018
If anyone can point me to a copy of Service Desk Plus 7018 i would be very greatful. An update has failed and all i want to do is just restore my 7018 backup. Thanks in advance, Ross
Can I run a report that lists everything I've purchased?
Hey all, We're barely scratching the surface with ServiceDesk right now. I was asked to provide a list of everything I've bought month by month and who received it. I saw the stock report for "Purchase Orders by Ordered Date." That's an excellent start. If that could list the contents of all of the purchase orders at the same time, I'd be set! Is this a possibility? I've not yet installed 7.5 yet.
Manual Asset Scan Errors
When adding an asset manually through the Add Asset feature, we get the following error: FAILURE :One of the value of the Asset which is mandatory is set as NULL. Hence cannot update this asset. Despite ALL fields having the correct data. This feature worked prior to 7.5 Upgrade....
Manual Asset Scan Errors
When adding an asset manually through the Add Asset feature, we get the following error: FAILURE :One of the value of the Asset which is mandatory is set as NULL. Hence cannot update this asset. Despite ALL fields having the correct data. This feature worked prior to 7.4 Upgrade....
Purchase orders
Installed hotfix 7022, now I cannot edit purchase orders, or when I go to create a new one the product does not show after I select a vendor. This is critical.
Domain Information Gone After Update
Hi All We have just patched to the latest version and now we cannot login. We do not have the local adminisrator account to login is there anything we can do Cheers Rob
Archiving Old Requests
Is there any way to archive old requests from within Service Desk + or do we have to use SQL to archive the requests within a given time frame? Any assistance would be appreciated. Regards
delete removed category
I have been tidying our categories and sub cats up but when i dlete them they don't get removed they just go grey i don't want them left grey as i have moved the category somewhere else. how do i permemantly remove these categories?
software licenses and scanned software
hi i am finally trying to make full use of all the software scanning and licensing capability to ensure i am fully covered so hvae scanned all workstations, categerorised software as managed, excluded, freeware etc. also from the past I have assets (software licenses) that i have procured by using the purchasing section. (all of which was done when i was still on version 6, am now on 7019) I have 2 main questions and i will give an example i use symantec kvs vault for email archiving and use symantec
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