Requester Name / Technician Name Problem
We import requester details from Active Directory. For some reason on Friday evening this reverted from the users full name i.e. Joe Bloggs to the users login name i.e. jbloggs. Is there anywhere within the admin module that manages the fields and the mapping to active directory? Cheers.
Tech is unable to login
Hi There I have a SD tech who is unable to login. Error msg says incorrect username and password. I have tried to reset the password, and the SD application says that the password has been reset sucessfully. However the tech is still not able to login, and upon checking the System Log Viewer, I saw this error message: User:administrator trying to reset password loginName: XXXXX Module : Admin Sub Module : - Type : Error Action : Occurred At : Aug 12, 2009 11:17 AM Probable Cause : - Performed
Software licensing for retired computers
When we pull a computer off the floor, and set the status to IN STORE, the installed software is still being metered. Is there a way that we can exclude the software licenses for these computers? It is throwing our license counts way off! Thanks, Dave
Error at count of the sum of request
Good afternoon. I already once about it have written, and you have repaired it with a patch output. But it has repeated again. I use SD + (7.5.0 Build 7509). On bookmark HOME, in bookmark Global View for me show 20 open request when I press this digit I move on the filter of open request - there for me 18 open request . It turns out, for some employees 2 disappeared request which are not present in the list are registered, but they are in a total sum? Repair it!
Mail Fetch from several addresses and SD+ notifications according to address sent to??
Okay, long heading, but what I want to know is it possible to have fetch collecting from several email addresses(I know it fetchs from one) but using rules we already have 5 addresses aliased to our main fetch account. So when an email from a customer is sent to app_support@companyname.com then SD+ will respond with notification that matches the team it was sent to(like thanks for sending to app support etc etc?? Then when an email is sent to ithelpdesk@companyname.com another notification that
Robo Task fails w/ localized AD structure
We are currently evaluating SDPlus 7.5.0 b7509 and found this issue. RoboTask can't access localized (i.e. Russian) AD objects. We have OUs and CNs in Russian, and change password task fails with: [Info] adsPath : CN=pupkin,OU=Service_users,OU=Users,OU=???????????,DC=test,DC=local [Error] ADsOpenObject failed in ResetUserPassword. Err code = 0x80072030. Err msg = There is no such object on the server. Directory object not found. [Info] Reset user password operation failed.There is no such object
Asset Windows Domain scan broken after hotfix 7507_1 upgrade
Upgraded to latest hotfix, tried to run a Windows Domain Scan in the asset section. Screen just sits there and displays " Enumerating Organizational Units in Domain - <ourdomainname>" nothing happens. Can cancel it, click on "fetch ad OU's" , but will not return my OU's , recreated the domain details , tried to run/scan again but still no luck . system runs on a windows 2003 server , database is installed on MS SQL server
Workstations disappear from list
I did a search and could not find anything on this. When I do a manual scan of a workstation that was not found in the scan, it shows it found it and all the stats. If i do another manual scan, the previous one is then lost. Not all of the workstations are being saved. How can this be fixed. Find below some screen shots I uploaded to show what I mean. Notice how the first workstation is not seen in the 2nd and vice versa. HELP PLZ
Incoming Mail Time
All the new tickets coming into ServiceDesk via email are recorded as one hour behind within the ticket request tab. If the ticket is created using QuickCreate then the time is correct. I have checked all the usual Windows Regional Settings etc but cannot isolate the problem. All subsequent replies via email are recorded correctly, its only new tickets The History tab though shows all mail as an hour behind in and out running build 7509, Windows 2008 Server, mysql Any ideas how to fix this
WebApplication on separate server
Hello all! We just bought Servicedesk Plus Enterprise for 10 techinicians. We are very busy implementing the software. So far, we are very happy with the software But we have one concern / question. We installed SD+ on a server (MS) in our internal network, on a member server of our domain. Works great. Now we want to give our customers the ability to use the portal (self service) through the internet. That's where our concern starts, we don't want to link this server to the internet because of the
[7.5.0 b7506] Created and DueBy Date Problem
Hi When I create a new request and set either the "created" or "dueby" time (i.e 8.00am), after applying, it then appears an hour earlier (i.e 7.00am). I've had a look for settings which I may need to change but couldn't find anything. I think this problem started occuring after I set the "Time Zone" under personalize. It is set to "GMT", which is correct (not sure what it was before). Graham
Search Roadmap
Hi, Is it possible to search the Roadmap? I might be missing something, but when I go to http://roadmap.manageengine.com/ I cannot search. Thanks Stef
Announcment request
Hi, I was wondering (if it hasn't been requested already) to have the Announcements show at the bottom how many people have viewed the page. Also I think it would be a great idea to add a spot for the Technicians to be able to see who has viewed the announcements as well, so we can get an idea of who is actually seeing these announcements and who we need to remind that these announcements are there. Thanks, Ira Locke
Is it possible to modify the Requesters home page to include custom HTML code?
I would like to use the Requesters home page as the default for the whole company, would it be possible to add a google search box on that page?
Asset - Remote Desktop
Currently remote desktop does not work well with our setup. We have 32 seperate sites that do not pass the FQDN from site to site. Thus, when we try to use remote desktop it attempts to connect via the FQDN, which makes sense, however it doesnt work for us. If we plug the IP address in, assuming it hasnt changed since the last asset import it works wonderfully. I was curious if there is a way to fix this and/or when the asset scan client becomes available in 7.6 (or 8, which ever it is) will remote
Report for All Assets
How can I get a report of all assets including Asset Components?
Need Software list Vs. Workstation report
Hello, I am using SDP Version: 7.5.0 Build 7509 I want Report template for Softwares list installed on each Workstation. Amit
License Renewal
How does one find out what type of license they have? We are currently using Servicedesk Plus and we are getting a warning the the license is about to expire. What happens if we don't renew the license?
Service Desk Export
Can anyone tell me if it's possible to export all the information in Service Desk? I'd like to be able to pull out current and closed tickets, as well as solutions, files, etc. and set to another server.
Assistance with Reports
hello, can I kindly request some assistance with some reports, its obvious to me these reports would be impossible to produce as a 1 click solution without using a query. I need a report to: 1. display the level of requests (Eg) the level of open un-resolved, newly opened, and closed requests over a month period. 2. Mean time to respond (Eg) Average request response times on a previous month basis based on (initial email response) 3. Mean time to resolution (Eg) Average time to closure on a previous
SLA time should stop while a request is closed
When a request is closed the SLA time still continues. If that job gets re-opened after the original request due-date the request violates its SLA immediately. This gives the technician no chance to respond or react to the re-opened request (even if it is a simple thankyou email). Surely the closed status for a request should be a stop timer status? I can't see how it could work fairly to both requester AND technician any other way. Cheers, Lew
Unable to see Actions menu
When in asset management, I am unable to view the Actions menu. It is hidden behind all other items. Using XP SP3 & IE7; SDP 7.5
block requesters from selecting technician
I sit possible to block requesters from selecting a technician when opening a new request, and just letting the rules select it automatically? Our users have a habit of selecting the wrong technician for the wrong category.
API - Request Template Problem
When applying the template via the API, none of the text that is already in the description field is added to the request. In the request template, I have added preformatted text in the description field, and need that text to be added to the request. Thoughts?
Response vs Resolution Escalation
Has anyone been able to set up an escalation process based on "response" to a request , ie based on how long a request is unassigned to a tech , and also an escalation process for the resolution of the request . Currently we are using the priorities , but these are linked to the resolution of the problem , Not to a response to the problem . our high priority is set to 1 hour .. if a user places a request with high priority , then the request goes overdue after 1 hour , regardless of whether the technician
archive old tickets
The system runs slow. We would like to archive off old tickets. How do we do this? Are there any optimizatoins recommended from the db standpoint?
Windows Domain Scan Problem 7.5
Ever since upgrading to 7.5 we cannot do a Windows Domain Scan. We are using the exact same information as in Domain, User\Pass and Domain Controller as we were using in 7022. We get the following error when we try to run the scan: Exception occured while enumerating Oraganizational Units Anyone have any ideas on how to fix this? Loris
Technicians unable to edit requester info in Requester List
Our helpdesk staff do not have administrator privileges to ServiceDesk and cannot edit requester details from the Requester List; the icon to edit the requester is grayed out. I do not want to give the helpdesk staff full administrator privileges to ServiceDesk. Currently, the helpdesk staff is opening a new ticket and then editing the requester details on the ticket. Is there an easier way of doing this? My recommendation is to create a new role that have this privilege.] Thank you.
Scheduled Task or Report to Automatically Save a Report to a Network Share
Is there a way to setup a scheduled task/report to automatically save a report to a network share? Thanks, Raquel
Outgoing mail does not get sent when tickets are assigned, updated, or closed.
We are running the current version of ServiceDesk plus (version 7509). Although the settings are in place, no email gets sent when a ticket is assigned to a technician or when the ticket is updated or closed. We are running Exchange 2007. It worked fine in the past. Incoming email works fine, so I don't think it is a authentication error. Any ideas?
Rule - Catch All
When someone uses the quick create option, the request isnt assigning a group and therefore, none of the technicians are getting emails. I tried to create a rule that is if category is NOT...(all the categories we have) then place in general group. But it doesnt seem to be working. Do the rules not apply to quick create?
Why cannot i add other email id for escallation other then the technicans Id ?
Request Templates missing from latest release
Hi, I'm not sure how many revisions ago this happened - if indeed it's deliberate. But the Request Template facility is missing from 7509. Notably the "Request" image on the main page is missing the drop-down option (see attached). Is this restrictred to my particular installation?
Purchase Order Default Numbering
Is there a way to change the data field for the purchase order system to make it **automatically** default as a 4 digit number (0001, 0002 or 1001, 1002, etc) instead of the standard two digit? Thanks, Justin
How to send and recieve notifications with a 2007 exchange server
Hi all, I have setup the latest version of Service Desk Plus and have tried to configure our mail server settings to send and recieve mail relating to Service Desk plus. We use a managed service provider for our high level infrastructure so I dont have control or a strong understanding of our backend. Basically my service provider is telling me they cannot support this application because it does not allow incoming mail via smtp. All of our mail is done via Microsoft Exchange Server 2007. Can exchange
IP Binding
I'm trying to change the IP binding on my Windows server. I've found how to change which IP ServicDesk is listening on, but the problem I'm having is that it still won't let me change the port to 80 since I have a different website on this server using port 80. I have an IIS site using 10.10.0.6:80 and I'm trying to get ServiceDesk to use 10.10.0.7:80. Like I said, I can change the IP to 10.10.0.7 via the TrayIconInfo.xml conf file, but it won't let me change the port using the changeWebServerPort.bat
Announcement deleted after editing
Create and post a new announcement. Click edit to edit the announcement. Edit the description. Click Save. Announcement is deleted. v7509
Need help on UNION query
Hi, I'm having trouble with the following query within the "NEW QUERY REPORT" function of Service Desk Plus. Individually each of the 3 following subqueries run fine. When I union subquery 1 with subquery 2 no problem. But as soon as I union the 3rd subquery I get a failure. Also I cannot union subquery 3 individually with 1 or 2. What am I missing here? Ps. This query worked fine with hard-coded dates (as long) in place of the functions. Thanks, Paul SELECT rs.[Request Title], rs.[Request Count]
problem viewing helpdesk in IE 8
cannot view helpdesk in IE 8. users get a black screen and nothing else. we are running vista enterprise with all updates and sevice packs installed. 75% of our fleet is brand new. works perfectly in IE7 and Firefox. any suggestions?
Service Desk Crashed
Unable open Advenet Service Desk Plus unable to take backup C:\AdventNet\ME\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... Aug 1, 2009 5:51:53 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execute Command INFO: Command to be executed ..\mysql\bin\mysqladmin -u root --port=33366 -h loc alhost version Aug 1, 2009 5:51:56 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer
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