Reporting on Conversations and Last Notes on Request?
Hi Guys, We are running ServiceDesk 7.0.0 Build 7022 on a Microsoft SQL back end. We were wondering while creating reports on reqeusts, is there anyway to actually show the last notes or conversations on the call? Any help or advice would be appreciated. Thanks!
ae_scan.vbs and Domain scan
Many times appear in history changes of the workstation: Operating System (Microsoft� Windows Vista� Business) - Name changed from Microsoft� Windows VistaT Business to Microsoft� Windows Vista� Business. When I make a scan with the script ae_scan.vbs the operating system is: Microsoft� Windows VistaT Business When I make a domain scan the operating system is: Microsoft� Windows Vista� Business The difference is just VistaT or Vista�.
Integrate multiple ManageEngine apps to one MySQL server...
Is there any documentation on integrating ServiceDeskPlus with say other ManageEngine apps, such as ADManager Plus and Event Log Monitor? It would be nice for these apps to be able to use one MySQL server and one web server with different ports configured, rather than running them as individual apps. Surely this can be done? Sorry if this isn't the right forum to post this in, I really didn't see any that fit the question.
Porcentage used
In implementing Service Desk Plus, for every user that uses percentage of server, network and memory ?..... this is to identify the management of demand, availability, capacity and continuity of service.
Reporting II - joining Requests & Changes
Hi, does anyone has an idea, how a report can easily be created, gathering informations from requests and changes???? thx, Stephan
Vendor already exists
Hi, Im trying to associate a vendor with a Product, in the drop down for Vendors it doesn't display any options and if i try to add the specific vendor that i want it says that the vendor already exists. I am using the latest build of SDP Professional Edition. Thanks in advance.
Tech Availability Chart
Using 7503. Tech Availability Chart Didn't this view previously show resolved tickets for each tech on a given day in the list? Was this causing formatting issues with really active technicians or something? This would be a good option if it is still available. -gjaynes
Weird bug in 7504 - wrong request comes up
We just converted from 7022. We have a few additional custom request fields defined. Evidently, if you add one of them as a column view when looking at your requests, and then sort on it, when you pick various requests within that view, the URL you go to appears to be the right request, however, you get a different request actually displayed. You get a different request that is in your list of requests from that view, but it's not the right one (most of the time -- sometimes you'll pick one that
File Attachment options for requests
I have just recently started using servicedesk 6. I love it, and we are using the heck out of it. I have a couple questions about the 'file attachment' feature for requests. 1. Is there any way to attach a file to an existing request without having to 'edit' it and browse/attach/etc. What I mean, is can I email a file to my pop account that is being checked by servicedesk, and format it in such a way that it picks it up and applies that file to the request? Say, like subject: $ticketnumber or something?
Discription (text box) can't be tabbed out of
Version: 7.5.0 Build 7504 When editing a ticket it is possible to tab through all the options until you get to the Description text box where it stops, I am not sure if this can be enabled but it would be nice to be able to tab on to the buttons at the bottom of the screen - out of the text box for description. Version: 7022 used to do this.
Copy default settings (ServiceDesk 7504)
Dear All, is there a possibily to copy the default settings to other site (for example groups)? Regards Julia
contract notification
Hello, We are running SDP on windows: Your SDP Version : 7.0.0 Build 7017 we receive what we think is contract expiration notifications but they are blank, no link no info. any ideas? thx J
Problems with domain scan
Hi, For the last couple of months we haven't done any scans & turned the automation off. This was due to some stability issues we had before Christmas. As these issues have been resolved now, we decided to implement the asset scanning again. So after eventually getting through our change request procedures etc, I began today. All was going well until approx 41% through the scan SDP through a bit of a hissy fit & kicked everyone out of SDP and the scan just froze. Looked on the server, the SDP process
Cc in Request/Reply
Hi, I want my requesters to add Cc to their line managers while creating a request. If this is not possible,atleast the technicians should be able to add Cc the managers while resolving/closing the request.The policy is managers should be informed of all the issues concerned. Can in anyway i can incorporate this? Thanks,
Custom Report - All Requests w/ details
Hi All, I would like to create a report that shows all requests w/ their details not in summary format. Is there any quick and easy way to do this with MSSQL or do I need to write a crystal report to do this? Thanks, Alex
Add an Attachment to PO without re-approviing
Is it possible to add an attachment to a Purchase Order without kicking it back to approval? Once we receive product, we attach the invoices to the PO in SD+ .
Login problems
Hello We are currently testing SDPlus with a view to purchase and have come across the following problem which I hope you will be able to assist us with. When I access SDPlus I do so through pass through authentication and this allows me access just fine. However a user who has been changed to become a technician cannot login using the login screen.We've tried changing his password to the same as his network account and also to a different password and neither makes a difference. We've selected the
Auto reply assigned technican to the user
Hi, Haven't have time to when through the forum and this question may be answered already. Do any one know how to setup this requirement: Normally, all the email request is in "Unassigned" status, is there a way to auto reply to the Requester when their request has been assigned to the technician, which mean they will got the notification who will handling their request. Thanks for help in advance. Regards, Carmel Lee
Average Time to close request - report
I am trying to get a report which shows the average time taken to close a request - From request created to request closed? Can anyone help with this - we are running on the MS SQL database, and SDP 7504. Thanks for your help
Request Due Date
Hi, Does anyone know why when amending the due date on a request that has failed SLA to after the original due date, it doesn't remove the SLA failure flag from the request? Quite often there are genuine reasons for wanting to change a request from an SLA fail to a pass, such as when a user reopens a call by responding to their Request Resolved email with "Thanks", which blows the SLA time. Is there any way to rescue a genuine SLA pass that the system has marked as a fail? Thanks, Paul.
Is there a way to auto-assign a user to a site?
I know that SD+ pulls Dept from AD, but can it associate an AD user to a Site?
Problems with AD import
Hi, I�m testing out ServiceDesk Plus (Free edition) and I�m very impressed with the functions and possibilities this system gives. But I�m having problems importing from AD. It counts only up to 650 OU�s and that�s only 1/3 of my OU�s. Is this a limitation of Free edition usage or is it a bug? Using 7.5.0 Build 7504
Report Generation Error
Does the following error require a reboot to fix? HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
No users in technicians group
I just finished upgrading to version 7.5 and no there are no users in the techinicains group. Is there a default admin account
Configure incoming email w/SMTP or business rules
I need assistance in configuring the mail fetching. We currently have Exchange 2003 and cannot use pop or imap. The outgoing mail is configured fine, but I need a way to use the mail fetching with the smtp protocol or configure a business rule to make this happen. We are going live with this product tomorrow and need the incoming mail feature to be working.
Backup & Restore
Hello there, i'm a new user of the SDP, and i'm wondering if there is a way to use Tefolle backup system to do the backup and restore in the for the system. also if there is a way to have the backup anywhere else than the server it self. for the time being 'm doning a back up on the server it self, but not yet tried to restore the data, did any one tried it already? thank you
Spanish version ADventNet ManageEngine ServiceHelpDesk
Hello, sorry for my english. We write from Spain. I think so this software is very good. I'm interested to but i need the spanish version. How can i do it?. Thanks
Deleting Sites - SD+ 7019/MSSQL
Hi, We are currently using SD+ 7019 with MSSQL 2005 and planning to upgrade to the latest version soon. Meanwhile we wanted to delete all of the defined sites except 2. Is there a way to remove those unwanted sites without deleting other tables which may depend on the site_id (org_id) or without causing cause database integrity issues? Thanks.
Arabic SDP
Please there is any plan to arbize the SDP.... waiting for your replay... Alaa...
Need Assistance in configuring mail fetching
I set up the mail fetching for Outgoing email successfully using SMTP on port 25. The issue is that I need a way to set up ITSD incoming mail so that it will take an email that is sent to the Helpdesk and automatically import it into a ticket. Because we are using Exchange 2003, we only use SMTP. Turning on POP or IMAP is not an option. Is there a way to do something in the business rules that would accomplish importing and logging the email? Thank you, Tracy
Add Netrwork Diagram
Can i add or create shotcut for drawing(visio) into the Service desk Plus
Requests to Asset association
Dear, Currently the Asset associate method with a request is not comfortable from the point of design. 1) By default SD suggests user assets. Only 1/20 parts of our requests has relation to user assets. In this case the Asset association method which implemented for Changes even better working for us. 2) Auto search function Very often technicians already aware about Asset name. Why don't allow them to type assets name like it was implemented for "Requester Name" ? 3) Forbidding to close (resolve)
Online help does not match "real" world..
The online help for SD+ is either quite out of date or is showing functionality that does not exist; at least in my version of SD+ (7504). example: http://manageengine.adventnet.com/products/service-desk/help/adminguide/index.html Go to : Configurations, Helpdesk Configurations, Request form customizer, configuring Priority Matrix. What is a Priority Matrix??? I do not have this. Please update your online docs and your PDF docs ASAP to actually match current versions or state what versions certain
Saving a query report
I created a new query report and when I clicked the save button to save the report, it seemed that nothing happened...until I noticed that the scroll bar on the bottom of the screen moved. The pop-up window to save the report was off the screen to the right. Has anyone else seen this? It took me a while to figure out what was going on.
Technician can't see his tickets?
Hello, So far I've only had one, but one of my technicians in completely unable to see his trouble tickets. I've tried having him log in to different computers, and the problem doesn't seem to be effecting anyone but him. Here is the version information: Product Name : AdventNet ManageEngine ServiceDesk Plus 7.5.0 License Type : Registered Version Product Edition : Standard Anyone else having this problem? Also...my technicians don't get alerted when a ticket has been assigned to them, and I had
Bug Report: Resolved/Closed requests marked as Overdue
When resolving or closing an overdue request, the system still shows it is "overdue". See attached screenshot. Notice all the "Red Flags" beside the "Closed" status? They should not be there. When a request has been resolved or closed, it should also clear the Overdue flag. Version 7504
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Change of Hostname Name
In my server app install Enterprise Manager and its hostname was raul but now called jorge, I want to configure the web console to open it with jorge and not with raul
Departments Missing after upgrade
updated our test server from 7015 to the latest version 7.5.04 Noticed that all of our departments are missing from the departments view in the admin tab. However, when creating a new request the department field gets populated properly. what would cause this? Thanks
Solutions - Insert Web Link
Hi Trying to add a link within a solution which doesn't appear to be working. I'm clicking on the Contents* web link icon, entering the URL in the box, pressing OK and the box vanishes but no link appears anywhere.
Next Page