Additional Request Fields
Is there a way to create additional fields in a Request and then specify which section of the Request under which the fields would be placed? For instance, I would like to add a field for users to input their Cube Number in the Request since they move frequently and we don't attach that information to the user profile. This field would be most appropriate under Requester Details, along with their name, but instead it is placed under Category Details with the Category, Sub-Category, and Item fields.
Can not login to Service Desk Plus - domain not found
I have installed SDP version 7.5 and after trying to import Active Directory users I am unable to login as administrator or guest. Login screen shows "domain not found" in "Log on to" list. When I click "login" button popup window appears with message "undefined". Screenshot of error message is attached I am setting up production environment to release for user testing. This problem is affecting go-live date.
Due by Date changing to Jan 1, 1970
Hi, I upgraded SD Plus to 7502 from 7501 and i noticed that all the requests with priority "Very Low" (priority with no SLA), the Due by Date changes to Jan 1, 1970. Earlier, this used to be blank which was the correct thing to happen. Please help to fix this. Regards Samad
splitting a request
just wanted to check from the list of conversations for a request, if i want to split one conversation as a new request, it automatically goes overdue although the due date is not yet reached. any idea??? thanks
Problems with workstation remote control
Problems with workstation remote control This error happens when it tries to install the agent controller. FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,229,006,069,796.
Remote Desktop Sharing in servicedesk
How does one get the remote desktop sharing configured/working? I have looked through the admion manual and could not find it.
Notification Rules templte Title bug
When creating a templete for when a reply is received for a request, I have the subject set as the following: Ticket: [##$RequestID##] Replied: $Title Now, one would expect that "$Title" would be simple the Subject/Title of the ORIGINAL request that $RequestID refers to right? nope. $Title is a running history of all the previous SUBJECTS of the emails. Example: I create a new request with the Subject simply "test". and suppose I reply to a ticket that has the following Subject: Ticket [##2833##]
7.5 : Asset Next Scan Schedule showing Not configured..
We just updated to 7.5.0 Build 7500 and our Asset next scan scedule is showing not configured. (Didn't work before either.. ) No matter how many times I try to set it; it always shows the same thing. I've tried Enabling and disabling scheduled scan, I've tried changing times. Nothing makes it stick. Any ideas?
Solutions why the change and a little irrate
The solutions part of the helpdesk was very good in previous versions. I have no idea why you changed something that was easier to navigate by browsing the topic by the links on the front page to the drop down system you have implemented. It's just horrible. The remote is another story. Two fixes for a new upgrade? A joke! And being a paid customer and not getting a response to a support ticket is unacceptable. We have another enterprise paid site so we have two licences and copies of servicedesk.
Templates for technicians will not allow 1 field to be added
Version 7.5 I have a field I have created in the requests form and when I attempt to add it to a technician template, it puts it on the form and allows me to save it but then when I go out and back in, it is back in the "Drag and Drop" area. I have empty fields in the form which I can drop it into but it just won't stay in there! On the same template when I go to the requester tab it has greyed out all of the drag and drop fields so I cannot add them to the form at all. All this is really frustrating,
How it is possible to restore initial customisations of the
Hello. In system SD reports there is one report which there is no possibility to delete. I so have thought, it can be the system report which has been changed by someone from technicians. There is any possibility to define that it for the report and to restore its initial customisations?
ServiceDesk Plus (Issues with PM tasks and IE)
Hi All, I've been using ME ServiceDesk Plus since late last year but recently have experienced a couple of very annoying issues. Firstly, I have about 15 PM (Preventative Maintenance) tasks set up to run on a daily or weekly schedule. For some reason, they run fine for a while and then just stop - no mails are sent and no new tasks raised. I've tried server restarts etc but no change. All other mail from SD+ are sent through exchange without issue - it's only the PM tasks that are not working. Secondly,
Unable to log on as Admin after Upgrade
I just updated from Version 719 to 722 and then to 750 and applied Hotfix 751. Users can still login, but I can not login as Admin anymore. I did choose local Authentication, but it still wont let me in "Username or Password is incorrect" I logged in as a technician who has got Admin rights as well, and changed the password. Still no luck. Please help urgently,
Arabic SDP
Dear All, please there is any pkan to make the SDP full arabic menu its urgent need please waiting your replay ASAP.... alaa
Error restoring backup
Hi, i try to restore my database and this happens... ************************************************************* Backpup data : Fri Dec 05 07:45:03 GMT-04:00 2008 Database name : servicedesk Total Tables : 798 Build Number : 7020 ************************************************************* Dec 15, 2008 11:23:39 AM com.adventnet.servicedesk.server.utils.SDDataManager <i nit> INFO: rootDir :: .. Dec 15, 2008 11:23:40 AM com.adventnet.servicedesk.server.utils.SDDataManager <i nit> INFO: netutilsData
Question regarding AdventNet SLA's
Can support tell me what is your SLA for your customers, as far as i can see you are not providing 24*5 support for this forum. Our Licence expires in Q1 of next year and i have severe reservations about renewing
Quick requests have no impact on business rules
I have made a business rule for a site like this site name:xxx criteria: mode is: e-mail, web form or phone action: Assign to technician xxxxx This works when I use "New request" The criteria is ok, so the auto assignment works. When i use the "Quick Request" at the side bar, then the criteria is ok, but there is no assignment to the tech. What is wrong with the quick request ? I use build 7500 I don't want to upgrade to 7501, cause I cannot see this issue mentioned in this upgrade.
Report Graph Cached
I noticed that the graph is being cached for the reports. For example if you are running a report for completed requests. At the time when you ran the report, the completed requests were 10. The report graph will correctly show that number. Now if you run that report later when you have 15 completed requests, then the report graph will still display the 10 completed requests that is incorrect. This problem exists with canned reports as well as with user defined reports.
Indivudal scan fails but network scan works
Hi all I'm running into a problem with individual scanning. I have two campuses on different networks (example): main: 10.1.1.XXX (has server for helpdesk {6012: we've had problems upgrading}) other: 10.1.2.XXX I can network scan and both work, the main campus computers will scan from their respective inventory screens, however when I scan the ones at the other campus from their inventory screen i get the following: FAILURE :No response received from workstation. Probably the workstation might be
Switching from created user logins to using Active Directory
When we started using Service Desk we did not use Active Directory. Now we want to start using Active Directory login. Is there anyway to "match up" the users to their Active Directory usernames so we do not lose the link to their helpdesk tickets. Thank you, Andy
Unable to make description field manditory
I noticed after the upgrade to 7.5 the description field was no longer flagged by default as manditory, nor was there the option to do so. We have alot of users that have been sending in tickets now with no description due to this and that is a problem. We would like the ability to make that a manditory field for requesters back.
SDPlus Sometimes Slow to Refresh Screen
My colleagues and I are using ServiceDesk Plus v6.0.0 build number 6015. When we switch between tabs and work on tickets, it sometimes take about a minute for the screen to load. We have been rebooting the server whenever this happens; sometimes this solves the problem and sometimes it doesn't. For your guidance, ServiceDesk Plus is installed on a server running Windows Server 2003 Standard Edition SP1. The ibdata1 file is about 2GB. Can anyone let me know of a solution? Thanks.
SDP and SQL
Is there a certain version of SQL that SDP requires? Will it run on Microsoft SQL Express 2008? Or does it need the full version?
Convert PO for contract to an actual contract
Is there a way to link a contract to a PO (other than typing the PO number in the contract notes)? Ideally you could create a PO then automatically create a contract from it by selecting a checkbox or some other option. This way the link would be there, the cost, vendor and other information would also be populated or displayed by the link. Also a suggestion for a future build, all approvals should have a workflow process with rules so you can route a PO or contract or change request to one person
Monthly request summary report
Hello I need to create a monthly report that shows: Number of requests received Number of requests open Number of requests closed And these need to be grouped by Technician. Does anyone have a query similar to this they can share? Or know of a canned report that would be good to use as a starting point?
Hiding requests
We are busy evaluating ServiceDesk Plus 7.5 for future use and we have a question (there will probably be more to follow). We have 1500 users in our organization spread across 18 locations. Due to a constant rotating staff, we don't rely on Active Directory. So, we are looking to have just a single login for SDP that everyone uses. In doing this though, every can see all the help requests. So my question is, can we allow all the users to login to 1 account, but not be able to see everyone's requests?
Build 7500+ - Problems During Non-Scheduled AD Import
Platform: HP ProLiant Blade BL460c G1 Windows Server 2003 R2 Enterprise Edition with SP2 Microsoft SQL Server 2005 SP2 + GDR (9.0.3054) ServiceDesk Build 7501. ServiceDesk Versioning: Base Install: Build 7021. Patch Order: 7022. 7500. 7501. Database Type Microsoft SQL 2005 DB. Not sure if this is a previously reported bug or not, but previously in build 7022 I was able to import all Active Directory accounts through the Requester importer without issue. After upgrading to build 7500, attempting to
Hotfix 7501 Released
Hi Users, The upgrade to 7.5 has been released. Have a look into this for further details http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= Thanks Shanmugam PL
Unable to initialize VM
Hi, Tried to install ServiceDesk Plus - Professional Edition but got the error of "Unable to initialize VM" and "NoClassDefFoundError" I have attached log files here. Thanks, LT
Techs missing from Assign
Support Desk See the example images. The Harware group contains 4 Techs When selecting the drop down box to assign to a tech in the hardware group there is only 1 tech availiable.
useful reports?
Don't know if these will be of use to anyone - developed on V7022 with MS SQL backend. Servers with age in years SELECT RS.RESOURCENAME, DATEADD(s, RS.ACQUISITIONDATE / 1000, '1970-01-01 00:00:00') AS 'Purchase Date', DATEDIFF(yy, DATEADD(s, RS.ACQUISITIONDATE / 1000, '1970-01-01 00:00:00'), GETDATE()) AS 'Age' FROM ComponentDefinition AS CD INNER JOIN Resources AS RS ON CD.COMPONENTID = RS.COMPONENTID INNER JOIN ComponentType AS CT ON CD.COMPONENTTYPEID = CT.COMPONENTTYPEID WHERE (CT.COMPONENTTYPENAME
Thoughts on updating to 7501
Currently running SDP 7020 on XPP. What would be the recommended path to update to SDP 7501? Can I update straight to 7501? or Should I update to 7022 then to 7501? or Should I wait for 7502?
SDP 7.22 How to change ProductType ?
I have been reading SDP forum since April 2008. And as I thought in accordance with talks about rules of asset licensing I should license only assets with IP-adresses that could be discovered in my network after scanning. Before we bought SDP with 250 nodes license I had asked about licensing rules our seller (AdventNet partner) and got the same answer that only asset with IPaddress should be licensed as node. After we installed SDP some time all were OK. We added in "Printers" section of IT-Assets
Service Desk Logon
I have my service desk set to authencate through active directory and I have it set to scan computers within active directory as well. Now when a user tries to logon to the help desk they have to choose logon to (domain). There are three choiced (mydomain), workgroup, and local. I saw that in the domain scan it has (mydomain) and workgroup. I removed workgroup from the domain scan and that removed it from the logon so the users no longer have to select (mydomain) but now 24 hrs later workgroup is
asset management
I would like to list all my print cartridges within the servicedesk so that all technicians can view the current stock level and amend as appropriate, I would also like servicedesk to automatically notify me when my stock levels reach a predefined level so that i can maintain a working stock level. Could you let me know how to do this using serviceplus 7501 or if it's not currently possible can this be included in an upcoming update. Many thanks
Support on version 7.0
Hi everybody, Do you know if we still get support on versions before 7.5? I was working with AdventNet on an issue with the AD import function. But it looks they suddenly stoppped with this support??????? I ask them many times for the status, but without result. At last i get on ereply telling me I have to upgrade to 7022!! I aksed them if this patch included a solution for our problem, no answer. I did the upgrade on a test machine 4 times, and 4 times it failed. i asked support, but......... no
7022 - Cannot login via AD
Hi All, We just upgraded from 7019 to 7022. After the upgrade, users cannot login. We are using AD authentication but not AD passthrough, and there is only a single domain. Initially, when the login screen comes up, you can click "options" and select our domain name. However, when either the username or password fields are filled in, the system reverts to "local authentication" and no longer displays our domain as a choice. Frankly, I can't find my local admin password, so I cannot get into the system
As I can delete the information in SD+ 7022 ?
Good afternoon. I wish to ask such question: As I can delete the data which is in system after scanning of domain PC:Hardware, Software, etc. am simple have scanned the domain, but given to me are not necessary, also I would like them to delete. How it to make through the interface of program SD + 7022?
Buld 7501 issues - Pass through Authentication
Hi, Just upgraded to 7500 then 7501 and with both versions i an unable to log out as the current user and log in as a new user, mainly me the administrator. We use Active directory Authentication with Pass through authentication. If i disable Pass-Through i can log out then log in as anyone. So it seems you need to be logged in as the Service desk user to view there own page. Any ideas? Thanks Lev
Error code
Plese help me with problem. Then i scaning remote work stations i have error with code: 1,228,892,710,370 What is this?
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