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
Technician role
I just up graded my version of servicedesk plus to 5, but now Im having problems when tiring to add a new technician at the assign roles tab, its just not adding the role Im trying to give to the technician it just don't I select the role and press the >> button and is not doing anything PLEASE HELP!!!! --I need this guy to start working--
Safari
Safari dosnt load SD properly. Are there any plans on changing this ?
custome reports are all mixed up!
hi support. i had some custome reports for last 30 days and had them stored as a view. now when i visit the reporte it shows requests from even before 4 -5 months. clicked edit report and saw the date changed to a 13 digits value? britto
forwarded requests
Forwarding a request from this application does not store a copy of the fwded mail? Was meddling with the history, conversations and other options. but din't find one. :x
Mysql configuration file
Hi all, I can't find the mysql configuration file of Service Desk on the hard drive, nor the my.ini or my.conf, my.cnfgg. Any idea where i can find that configuration file. Thanks all.
changing notification templates
I have noticed when modifying notification templates the format of the message appears to be inconsistent with the template. Is there a way to ensure after modifying these templates that message are not double spaced? Example Template: E-Mail technician when a request is assigned Request: $RequestId Date/Time: $CreatedDate Priority: $Priority Department: $RequesterDepartment Category: $Category Contact: $RequesterName Phone: $RequesterMobile Status: $Status Title: $Title Description: $Description
Deleting a previous used category
Another question.... what happens after you have established all categories and find later that you want to delete a few of them. How will that affect any previous request that have been closed?
Display of Expired Vendors
How do I make SErviceDesk display all expired contract. I have more than 25 (29 to be exact) - so I changed the selection window to show "50". When it refreshes it shows 50 OPEN CONTRACTS. If I return to the Expired contract page, use the arrows to proceed to the next page (26-29 of 29), again, it reverts to the Open Contracts.
Requesters
Hi, Is it possible to change/update and send login details to a requester by a technician without admin rights? Thanks again. Herwin Jan
HTTP Status 500 - Error
Hi SD, Please find below, attached screenshot for the errormessage "HTTP Status 500- " which we are always encountering during our evaluation. What does this error mean? This randomly appears when I click any link. Also, sometimes the application re-prompts for the user and password (login portion) upon clicking a link (ex: when I click 'Admin' tab, 'Users' link, etc.), even though I am already logged-in.
Calls being highlighted by assiging them different colours.
Hi, Is it possible to have a call which breaches the SLA to be marked by RED colour. Also is it possible that we can assign different colours to different type of priority calls. Thanks, Roshan
I have build 5000 and I don't see an upgrade path for me
I've tried to install service packs but they all die after install. I have build 5000 and I don't see a service pack for my build
Creating a Service Request from a Call Template
Hi, We are currently evaluating ServiceDeskPlus, and with the many features that we are looking for in a helpdesk application, one important feature that we need is the creation of a service request from recurring, or call templates. Since our clients still don't have a portal/access to self-service, most of their calls are logged by Customer Care. So what we need is the capability of creating a service request, where we can also choose not only the solution, but also the problem/call description
Report on Time Spent
Hi Support, Is there a time spent report by department level and show the total time spent on each of the department ? Thanks Kelvin :)
Business rules won't set priority
It seems that no matter what I do, I can't get a business rule to set a priority of anything other than Normal. In other words, I have an email that comes in stating that the request has a priority of high. I use the business rule to take out the statement with the priority in the description to try and get it to register as high. Does anybody have any suggestions?
Requesters from active directory if not english
Hi testing sd5+ All is excellent! But the primary language at us Russian and a name and a surname the user in Russian. Default code page w1251 or koi8-r. after exporting requesters from AD receive not clear (not Russian) name and a surname the requester. (see attachment) How to be? Change of code page of a browser does not help Are ready to help with translation GUI on Russian 8)
Mysql configuration file
Hi all, Does anyone know where to find the my.cnf / my.ini or *.* file for the mysql configuration? I scanned the whole partition to find the possible name for this file, but i am not able to find it. Can anyone tell me the name or location of the mysql conf file of Service Desk+ ? Thanks
Add notes to a workstation
Hi, We are testing SD+ to see if it will work for us. I have a question: - Is there a way to add notes or attachtments to a workstation, for example a installation sheet? Thanks for helping, herwin Jan Steehouwer
merge requests?
don't see an option to merge multiple requests to a request. wud be great if i can select few requests and click merge from the open requests list! let me know if the option is already there!
Exception while updating the Domain.
while I was trying to edit domain scan settings and when I tried to save this this error came up " FAILURE :Exception while updating the Domain. Please report the problem to the system administrator, with the Error Code - 1,138,927,135,656" Please advice what to do.... I already asked one question before but no one replied yet i.e service desk did not finding any of my workstation nor any users, while i was scanning. I have NT domain Controller and all xp with sp2,2000 servers. your help will be
Run two copies of SD+ on same server
Is it possible to run two copies of SD+ on the same server using different ports and databases? We have two departments (IT & Maintenance) that could use SD+ for work orders. Running on seperate servers is not an issue, but I like to consolidate if possible. Thanks, Brent
Adding Requesters from AD import
Is it possible to schedule an import of requesters from AD into SD+ or do you have to manually run the import task? We have quite a high turn-around of users, so it would be great if SD could automatically import these new users. Kind regards Tim
Remote Scan of Domain
Hello, i have a question! The SD+ Server is running on the Server with Internet access. As a technician I need the get the information about the Workstations and Users. My question, do i only have internet access or do the server need access to that network to scan it. Iam not sure if the programms run on the clients side(that would solve my problemes) or on the server side, so when i scan the network, for example 192.168.0.0 and the SD+ server is in a diffrent network with no access to the 192.168.0.0
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