Date of Contracts is mandatory
Hi I have some contracts, which I entered into ServiceDesk. All my contracts have a starting date, but most of them do not have and ending date since they run until I cancel them. But the end date is mandatory. I have to enter a date here. So I enter a date, that is far in the future. But I think it would be nice, to check an option saying, that there is no end date, but instead it would be useful to have atime when I can cancel the contract. We have contracts, that can be canceld every 12 months,
Recently added technicians are not showing in admin's section.
I recently added some technicians to the Service Desk Plus, but when I go to the group section in the admin's page, the newly added technicians do not show in the list. Could I get assistance with this? Regards, Rainton
distributed asset viewer in 7506
I found this info in the 7506 admin interface: "ServiceDesk Plus will help you scan assets distributed across multiple sites. Install AssetExplorer in your remote sites where you want to scan assets. When scanning is complete, you will be able to export the data from the remote AssetExplorer server in the site and import it in your central ServiceDesk Plus Server. " what does "export the data from the remote server mean? how do i do this? most of my remote sites are really just home employees. When
DMZ Installation
Hello, I have the following question: Do to security restrictions in my company, applications with external access can't be installed on servers in the internal network. What's the best way to implement SDP in a DMZ scenario without having to open WMI and SNMP from DMZ do internal. Thanks, Leonardo Almeida Cruz
how do i move service desk from one machine to another?
Hi, I am using ServiceDesk Plus on a machine used for testing and I would like to transfer to another machine that has more resources to handle the database.
Schedule backup failed
I am getting this message when the schedule backup runs: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.io.FileNotFoundException: E:\AdventNet\ME\ServiceDesk\backup\backup_info.xml (The system cannot find the file specified) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown
Associate Categories/SubCategories with GROUP (not just technician)
You can configure particular categories and subcategories to automatically assign themselves to a Requester. This only fits very small IT environments. The ability to associate a GROUP to a category/subcategory scales to larger enterprise IT Helpdesks. All "Internet down" categorized requests would be automatically assigned to the "Network Administration" group. Assigning it to a specific tech won't always be applicable because of cascading roles and responsibilities, people out sick or on vacation,
Notification for Requester-Replies does not work
I have some troube with the Option "Alert(or Notify) Technician by Email when there is a new reply from the requester": We have set this option to have our Technicians informed about incomming replies to existing Workorders. Normally the content-message of the reply is shown in the Notification. After the Upgrade to 6.0 it looks like that only the content-message of the main workorder is included in the Notification - not the message from the reply. I need a solution for this issue really soon. During
Questions on the Change Request Feature
Can only technicians create Change Requests in the Service Desk Plus software? Or is there a way to get requesters to be able to submit change "requests" also? Thanks!
my requester cant see the requests for his department.
I have reset the check box in his account to no avail. ANy suggestions? Cole
Escalatating Tickets
Hi, I would like to have a ticket opened by support, move to finance, sales, IT, and different other groups in the company. There will be different employees tagged to each one of these groups. I do not want to assign the ticket to individuals, but instead to groups like It, Finance, sales.. etc.. How can this be setup ? I would like ot have reporting features likewise on case statuses, eslcalations and SLA. Any info you can provide will be of great help. Thanks, Robert
Cannot log on as Administrator
Hi Guys, Just installed SD+ (build 7506) for the first time, only a small company and I'm the only tech so I installed the Free Standard version. I remember setting up the config to not let users log on locally, only through their domain, now that I have logged out I cannot log back in as the Administrator! Whenever I use the username 'Administrator', click into the password field it shows in the 'log onto' field as "Domain Not Found", and wont allow me to log on. I haven't set up any other administrators
We have been using the Authorizations functionality for some time and
We have been using the Authorizations functionality for some time and would like to report on this rtrending. I have scanned the tables and I cannot find anthing that is what I am looking for . Can someone please tell me where I can find this and if anyone has a base query to start with I would appreciate it.
Tracking flash memory cards
I am seeking the input of anyone regarding tracking small flash memory cards in inventory. Do you or do you not do it and why and how? One issue is the very small SD cards in phones cannot be labeled, another issue is there are so many and people lose these all the time, they are cheap, and finally, I don't see it as any different than somebody losing a DVD that holds as much or more data, and we certainly don't track DVD media. However, there may be a good case to track these.
How to setup Tech/Manager?
I want to be able to setup a Manager for a specific area of SD+ so that he can see all his requests, all requests assigned to his Technical Group, and all requests that were initiated by his Business group. Is there a way to do this right now? I know we have the Department Head feature, but this is not available for technicians. I think if it would be made available, or if there is a way I can do this it would solve my current problem. Thanks, Carlos
How to set urgency and priority to Normal for request mode = Email
Dear All, When request mode = email, I would automatically set value to Urgency and Priority field to "NORMAL" .. how to do this? please help Thanks & Regards Winanjaya
requester to technician function
I need to utilize the requester to technician function and since we updated to 7.5 it seems to be broke? I also can't edit a technician ie: change groups....when I hit save there is nor error nor does it save when I hit save. Please help..... we are using active Directory authentication. thanks
Dear Advent Engineers
I would like to ask about is there any thing in your software working on PMO like ITIL you have service desck but we need one to apply the PMO in the orgenization is there is any thing like this its urgent please... Alaa Saeed
Calandar, Asset Checkout, and Technician Profiles
I am very impressed with the Service Desk product and am in the process of previewing it to the LAN shop in preparation for purchase. The Active Directory Hotfix was right on target. Some features that would be of tremendous benefit to my organization would be an integrated calendar to schedule tasks and projects, an asset reservation/checkout for items such as Laptops, and the ability to enter technician profiles so that tickets could be automatically targeted to the appropriate person(s) automatically.
Database schema ?
I've see many posts where people ask what table holds this or that and what the links between the tables are. Has any thought been given to posting the database schema with some info of the most common database questions?
Requester to technician function
We recently upgraded from 7022 to 7.5 build 7509 and I can not change a requester to a technician. we are using Active Directory Authenticaton.... We have done the suggestions mentioned in:http://forums.manageengine.com/#topic/49000003514442 which suggested deleting the records in the table: aaaaccsession
Response timings
I want to know how to calculate response timings. I am assuming: created date = time ticket was log; responded date = time it was first updated (ticket assigned/updated for the 1st time). But i noticed whenever i created a ticket, my created date is equal to responded date. Please help! Thank you for your help in advance really :)
Modify Settings in SQL Database
All, We have a test SD Plus installation which is an exact mirror of our production environment. We export the SQL 2008 to a .bak file and import it just fine. Before we start the SD service though, I would like to make a few modifications to the database so that alerts and notifications are not being sent out to people. For example, Scheduled PM tasks that were sitting in the queue would get sent out as soon as we turn the test environment on and that is confusing Here is what we would like
Timer for "Yet to be picked from group"
Hello If a request is created and nobody assigns to it there is a remider sent out. Can i change the time before the reminder gets sent? Think it´s about one minute now and that doesn't help alot.
AdventNet ManageEngine ServiceDesk Plus issue
hi i have install trailed version "AdventNet ManageEngine ServiceDesk Plus" on below configuration Windows 2003 enterprise server on this server IIS server running with existing sites. after installation of "AdventNet ManageEngine ServiceDesk Plus" it not working. when i connect to http://localhost:8080 it's not showing "AdventNet ManageEngine ServiceDesk Plus" home page kindly revert back on this Rg. Shailesh
Information Required
Hi All, We are currently looking at an alternative product for our current service desk application. Service desk plus seem to cater to our business requirements.From experience we ran into many technical issues ( that couldnot be solved by vendor) after our current product was implemented in the organizaion. Hence can you provide me with your feedback on this product for better evaluation. Thanks in advance. Greg.
Adding cost details in to the asset report.
Hi I want a report where i can include the cost along with the other asset details. For eg. along with the report computers by domain.
Admin reports
Hello, I am looking to create a two reports for internal auditing of ServiceDesk access. Having trouble doing this through the GUI report creator. 1. A report detailing "role" access to the system. Who is an Admin, Technician, etc. 2. A report detailing all groups and their members. Has anyone created such reports and have an MSSQL query to share? I would suggest these types of reports be included as canned reports. Many thanks, Shawn
Service Survey and Satisfaction Score reporting
On the survey, when a user completes the survey the system shows a satisafaction score, however this score does not seem to be reflected in any survey report and manual calculation of the users satisfaction istime consuming. Is there any way to automatically get the scores in a report?
Last updade report
I need a report that shows how many days it has been since either the worklog or conversation was updated by one of my technicians in requests which are not resolved or closed. Is that possible?
How long should a 7022 to 7500 update take?
We have tried this update several times over the past few months without any sucess at all. The AdventNet Update Manager has been sitting with the picture of the package, the flying bit of paper, and the PC now for about 1 hour. We assume something has gone wrong (yet again)? How long should it take to update? We previously logged this issue with Support who requested that they do the upgrade for us which would mean our system being down while they did it. Not really something I want to do. I am
Problem when assigning assets to a user
Hi, I have a problem while scanning and assign assets to a user. here are the description: 1. I make individual scan of a machine (m1). 2. I Assign the machine (m1) to the user (u1) 3. I make individual scan of a workstation (m2) 4. The system says me that m2 is assign to u1 5. I replace u1 for u2, in m2 6. m1 is deleted from the system 7. I come back to repeat the operation to workstation m3 8. the system says me that m3 is attributed to u2 9. the situation happens again for all the workstations
Asset filter
I'd like to add filters to the Assets/Workstations page, currently there's just; All Workstations Desktops Laptops I'd like to add; Servers Plus it would be very nice to be able to filter specific sites, so I can see all PC's for a jobsite. Any advice on how to do this?
Problem with Assets tab
When I click on Assets tab, ServiceDesk hangs. What can I do to troubleshoot?
Jun-Villanueva
How to Adjust Request Ticket Number sequence to my old sequence of Data ticket.
Conversation history extraction
Can anyone tell me which table the data for the email history of an incident is kept in? I need to create a report which details the basic call details and it's email history and can't find this data anywhere.
DK Keyboard layout vs. modern at (@)
We use the SDP with Danish users, and Danish keyboard layout. When users write in the requests Body field they cannot write a @, with DK layout (Alt Gr + 2). Instead the text in the line resizes and goes bold. Can you make a fix for this, please asap ?
reset request counter
it's possible to reset the request counter in service desk? thanks
Alert trigger to different e-mail addresses on different severity levels?
img{ *width:700px; max-width:700px; } Hi. It's been a while since I was in here actually working on this thing. Hopefully I haven't already asked this question....sorry if it's a repeat. Is there any way to configure notifications in SDP so that I will get an e-mail message sent to one e-mail address (let's say 123@dddd.com) for lower priority issues, and then get a message sent to a different address (let's say 44556@dddd.com) for higher level priority issues?
Where is IP address information stored in ServiceDeskPlus database?
I have been exploring the ServiceDeskPlus database schema looking for the tables where asset information is stored. The Resources and Component tables seem to be where most of the information that I am going to need to access lives and I continue to explore them. One hopefully simple question... Can anyone point me to places where IP address information is stored in the schema? Thanks in advance for any assistance.
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