Assets
Hi We are using version 7506. we have imported our assets into SDP. However the servers aren't showing up as IT assets, when I click Servers from Resources > IT Assets > Servers but if I search for the server name I will find it, the bradcrumbs at the top show Asset Home > Server I cannot scan these at all. How can I change these server (63 of them to scan-able) I have made sure the product type is set to Server, I have tried changing that product type to workstation, (still unable to scan) and back
Exchange 2007 / SD Build 7508
Dear All We are evaluation the ManageEngine Service Desk, which looks pretty good. Unfortualtely we encounter some problems with fetching the mails from the inhouse Exchange 2007 server. Build Exchange: Version: 08.01.0375.002 Build SD 7508 I've already found the Alias post, an I can say, that this seems to be not the cause. I've checked the ports, and the port 110 and 143 are reachable via Telnet. but I get the errormessage, that the config has been saved, but an communication error occured.
Email Replies
Hi We have been usaing SD+ for over a year now and all is working great, but in the past week or so we have been getting the following problem. When a call has bee created and replied to an email goes to the customer, if this customer replies to this email it adds it onto the origingal call, now this has been working fine, but now for some reason the replied email is creating a new call, we cant see why as nothing has changed on the system. any help would be great Thanks
Problem scanning Windows Server 2008
Problem with Windows Server 2008. Then firewall turned on it doesn't work (rules "allow all from any to any"), error - "No response received from workstation. Probably the workstation might be switched off or does not exist.", but with terned off firewall it works nice.
Service desk service patch question
I am taking over the administration of our Service Desk system and I have a question in regards to service patches. Currently we are on build 7504. The latest is 7508. Do I need to install service patch 7505- 7507 to be up to date, or can i simply apply the latest service patch 7508 and get all the fixes from previous patches? Thanks in advance for your assistance. Ken Giese Hickorytech
Report Emailing Problem
Hi have a really strange problem occuring with a scheduled report emailing out. The report currently goes to the CFO and to myself. I get an email in outlook with the report attached though outlook does not flag my email as having an attachment. The CFO recieves an email without the report attached. However if he forwards that email to me or even to himself the email that arrives has the report attached. Has anyone experienced anything like that?
SLA's
I would like to know if the system can do the following level 1 sla on all calles with level as 1. set to 5 mins when level is changed to level 2 a new sla is set for 10 mins, and so on. please help.
SLA's
I am trying to setup SLA's is there any way that the following can be done. New record comes in with Level 1 - SLA kicks off for that level, if I change the Level to Level 2 I want the SLA to kick of another SLA for this level, as far as i can tell it only takes the SLA for a new call created and not for any that are already created and have been changed or modified. Can anyone help
Merge Reuquester
Is possible to merge Requester with the same name? Thx and best regards Soeren
problem with publishing
hello! I have downloaded a trial version of service desk plus 7.5. I have a problem with publishing service desk on a web. I have a ISA server installed and have configuired it to publish service desk. The servers are in domain. When i'm typing an address from the global site, login screen appears, but when i'm typing a login name and password it returns me an page with error: 404 Not Found Unable to connect to host
Reports: Custom Query needed for several software apps to include Last Scanned Date
Still using 6.013 (long story), I have been tasked with generating several reports that are software specific against assets but it must include last scanned date. Using the Inventory GUI, drilling down to the particular piece of software than exporting to PDF does not show this so looking at a custom query as the scanned date is not an option within Reports. Is anyone able to advise if this is acheivable? Looking to export to a csv file; (defined) Software Name Software Type Owner Workstation
SLA Escalation Email Template - Content Variables
Hi, I am changing the SLA Escalation Email template to provide more information. I am trying to find a content variable which describes how old the request is. I have tried the 'Request Aging Days' content variable, however when I save this and recive the email, this section is blank. It does not seem to populate. Is this the right content variable to use? and also why is it not working? Thanks
Scan Software in Linux Workstations - Too much detail!
Hi, Can you change the amount of detail you scan during the Linux software scan in future releases? Currently huge amounts of detail is added to the software inventory that isn’t usable after the fact. I would however still like basic informaiton such as OS and Version picking up during the Linux scan. Thanks
Requestor with No Assets
I have been asked to write a report showing all requestors (users) without an asset assigned to them. I think what the end goal is - to find out which requestors haven't had their workstations scanned. Any ideas? Thanks!
AD user import issue
Since upgrading to 7508 I have not been able to import users. I try the manual import, I select all my OU's and the whe it scan it just sits there on 0% complete for ever. I can let it sit all day and it doesn't move. I go to the error log and it just says error import users. My schedule import does not appear to be working either. Can I get some assistance please. Server O/S is 2003 standard workstation O/S is vista Thanks, Terry
New Technician
Hi! I have upgraded ServiceDeskPlus vom Vers. 7.0 to 7.5. Now I would like to insert a new technician. But this isnt't possible. Befor inserting I have change my licence from the "Free Version" to a licensed version for 5 technicians. Unfortunately there is no error message. Who can help? Thanks Harald
Link user login to active directory
Hello, i have to link the user login to active directory. How i process it ? Thanks Alexandre from Brasil
Asset Mangement
What is the difference between Expiry and warranty expiry date under asset management at servicedesk plus?
Cannot update any asset SD 7.5
Hello, I am having a problem when trying to update any asset. I am receiving the error you can see in the attached screen dump Error: -1,246,871,184,731 I cannot edit any asset!, even if it doesn't have any relationship SP+ 7.5 build 7504 - tested with 7508 and the same results IE 6 and 8 SQL Server 2000 Win XP SP 2 Thanks in advance
Workstations with Multiple IP Addresses show as multiple assets
Is there a way to resolve servers/workstations with multiple IP Addresses on one NIC to resolve to ONE asset? This may need to extend to a server with multiple NICs in use as well...
Is there a way to get count of the records in report
I am trying to create a Custom report to get the number of record under each groups (grouped by the Request status). I see that the 'Total records' field appears when the report is run. Is there any way to tweak the query so as to see the subtotals under each group. i.e., the number of records under each group. (eg: No of records under <group1> is 5) Thx, Jan
Custom report on assets and components
I am in need to run a report of all assets and asset components assigned to every user. I don't see any option to report on asset components. Is there any way to do this via a custom report or a query report? Thanks.
Reports - Asset cost
Hi Can we print our Asset reports with "COST" as one of the available columns?
Purchase Order Report to Show Items and QTY
Just wanted to know if we can print detailed purchase order reports. At the moment it looks like the reports will show everything but whats being ordered, qty and who from. I think this is a big part of the order and should be able to printed on the report, especially since i want the user to email me weekly purchase order reports outlining all the orders for the week showing what they are for, what the items are, cost ect. At the moment i have added an extra feild to the PO form which is great and
software tracking
any ideas on how to track the softwares in SD+??? and all the reports for softwares in the 'software' grouping don't seem to work, all of them have an error stating 'incorrect syntax' and somehow i can't seem to figure out where?? any ideas??
Software report on Workstations not with the disposed status
Hi, I will like to be able to run a report similar to the 'Software Reports - Purchased Vs Installed software' but for all workstations except 'disposed' ones. At the moment this report include installed software on disposed workstations also. I have tried to add (Resource.RESOURCESTATEID <> 5) to the query below but did not work. SELECT MAX(SoftwareList.SOFTWARENAME) 'Software',MAX(SoftwareList.FILEVENDOR) 'Manufacturer',MAX(SoftwareType.SOFTWARETYPE) 'Type',MAX(SoftwareCategory.SOFTWARECATEGORY)
Empty Date fields
Hi, how can I empty date field? 'Delete' and 'BS' keys are not working here.... Thanks, Andy
Importing Service Requests from a file
Is it possible to import SR's from a file, such as .csv? I am installing a new version of SD plus and need to backdate the service requests from another system. thanks
How to allocate a license to an asset?
Active Directories
First lets set the Stage. We are a "greenfield" enviroment. We Support 3 companies through our company. We host their information on 3 servers with 3 active directories due to there are 3 servers. We have our own server, with our own active Directory. Problem: Our own Active Directory (AD for short) can been added in to the requesters without any problems. I have spent clost to 20 hours working on just ours. We are ready to bring on line in to ServiceDesk the other AD's though when we login under
Arabic Edition
When will the arabic edition of this product come out?
I've just updated to SD 7.5 and now I can't login ??
Anybody exp. the same problem??
XenServer Scan Failes
I get the following error when trying to scan a Citrix XenServer (5.5) FAILURE :One of the Workstation attribute which is mandatory is set as NULL. Hence cannot add this workstation.
Custom Report
I am trying to create a custom matrix report where i can grab the following details for the month of May, but just cannot work it out. I primarily want this to be a Snapshot Status report as of the 31 May where I can see the number of calls by status (i.e. open, on hold, resolved and closed) for the entire IT department. I would like the matrix to show only the month of May but just cannot work it out. Assistance please?
Insert Picture in Email Template
Good Day Can I insert a Picture in the templates that gets mailed to the requesters? Regards Lindie
Task Query Help!
I am using the following code to report on open tasks per user. However, I now have a request to show open AND closed tasks for OPEN requests. The query below only brings back open tasks on open requests. Can someone help me get closed requests on open requests too? SELECT wo.WORKORDERID "Request ID",wo.DESCRIPTION "Description",td.TASKID "TaskId",td.TITLE "Task Title",td.description 'Description',au1.FIRST_NAME "Task Owner",sd.statusname 'Status',DATE_FORMAT(FROM_UNIXTIME(td.createddate/1000) ,'%d-%m-%Y
Blank Screen when open the browser
Dear sir, Today I work with SD7508 and the last week with the SD7506. When open the brower in client or server appears a blank screen, from last Thursday. In the server/default/log today say... ----------------------------------------------------------------------------------------------------------------------- [12:27:17:522]|[07-06-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[22]|: LOGGED USER in ntlm : null| [12:27:17:522]|[07-06-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[22]|:
Recollect asset licenses
When an IT Asset has an Asset State of "Disposed" The license consumed by that asset should be released as an availible license. Currently the only way to release a license associated to an IT asset is to delete the asset completely. The trouble with deleting the asset is you delete all linked info to it, requests, purchase orders, etc.
Delete Departments
I am unable to delete departments. It says they are associated with another module but I have removed all associations
Removal of technician who has left organisation
Hi, How can we do remove a former technician who has left organisation with the following 2 reasons in mind: Re-claim licence for replacement technician Still retain history for historical reporting purposes.We are on SD+ Pro 7.5 Cheers, Wayde
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