technician showing as other
I have a technician showing as other, he is in the technician role and admin role. I have delted him and re added him to no avail. I am licensed for 8 technicians and am using 7 of the 8, he would be the 8th. Ideas?
Update Manager Bug
Hi, There's a bug in the upgrade manager. If a temp table already exists in the DB, the upgrade manager gives an command prompt error "Error : Please wait reverting to old build!!!" and also notes in the UI that it is unable to overwrite a specific table In my case the offending table was. "POStatusHistory_TEMP" As a work around I renamed the table to "POStatusHistory_TEMP_old" and after restarting the upgrade the upgrade manager progressed along successfully. HTH Marc
SD+ and Lotus Notes
I need to configure SD+ to work with Lotus Notes 7.0.2 I am not the Notes Admin, nor am I the networking admin. I need to be given step by step directives to give to my Lotus Notes Admin to setup an email address to fetch and send mail from SD+. This email address also needs to be able to append incoming emails to existing tickets. Thank you!
Removal of duplicate notifications
I would like to see smarter notifications. * When a call is assigned to group X and technician Y, group X should not be informed if technician Y is. *If a call is assigned to technician Y by technician Y then no notification should be sent to technician Y.
Domain scan settings?
I'm setting up the asset management domain scan, and I'd like to create a new AD service account to handle this. I don't want to grant more rights than are necessary, so I plan on just giving it read-only rights to AD, and sufficient rights on the local workstations to perform WMI queries. Since this is not covered in the documentation, can someone give me specific requirements for this?
7017 - Issue with New Purchase Order
Just started testing version 7017 and the New Purchase Order enhancement. On the Create PO page no matter what you select for 'Requested By' once you save it it changes it to the same as the 'Owner'.
Intel Processor scans
Dear SD I am running domain scans on my network and found some of the workstation details to be incorrect. In particualar when it comes to scan new Intel Quad Core processors in HP DL360, HP DL380 Quad core processors, what i see is Intel(R) Xeon(TM) CPU 3.20GHz it does not tell me if it is a dual core or quad core. Is there any way of displaying this information. Thanks
Purchase Order Issues In 7017
Having upgraded to 7017 I can't seem to add anybody as an approver to a purchase order. For a start, I don't even know where to setup the requesters/technicians who should be in the list. When in a new purchase order, selecting the add approver button generates a blank list so where does this come from? Cheers John
Setting up for use across time zones / currencys
Have just started playing around with the demo copy, but 2 issues spring to mind. We are a worldwide IT provider with a helpdesk in both the US and UK. 1) How does the system handle time zones. ie if it runs on a server based in the US, how will uk based techs see the times on their calls etc? 2) Is is possible to setup the currencies for both dollars and pounds dependant on customer & technician location?
Couple issues
I was trying to search on both of these, but the searching feature is going VERY slow. Issue 1: When editing a request; we fill out all the required fields change the request to resolved and click update. The update doesn't take, and the request status reverts back to the original status. We then have to select resolved again and click update again for the changes to take. However, if we just go back to the requests page after clicking update the first time all changes are lost and you have to start
Software reports fail to run -
When attempting any of the three built in Software reports Software by Manufacturer Purchased vs Installed Software by category it results in the query builder page being displayed with an incorrect syntax near '.' being displayed This the SQL displayed for the 'by category' report. Regards, Andy V7 Build 7003 SQL 2005 Windows Server 2003 SELECT BINARY SoftwareList.SOFTWARENAME "Software",BINARY SoftwareList.FILEVENDOR "Manufacturer",BINARY SoftwareType.SOFTWARETYPE "Type",BINARY SoftwareCategory.SOFTWARECATEGORY
Where is 7017
Support said it would be released in a few hours. Its been at least 8 hours since that statement. I need this fix. please give us an update
Adding new Software License - Licence Type
Hello, I am trying to find out if it is possible to add to the license type list? For example I would like to be able to add Open Licence // VLK // Multiuser License. I have added a screen shot to show what section I am talking about. Thanks Sharlene
Modifiy Due Date
It seems when a request is generated, the due date is 24 hours of the request date. Is there a way for a technician to have the ability to change the due date on a request. Sometimes a technician could get many request in a day and it would be nice for the technician to modify the due date of a request based on his schedule. Mike
Create Own Forms
Does SD+ have the ability to create custom forms. Our company requires 9 forms to complete a project, and it would be great to maintain them in SD+. Is this possible?
Technicians Holydays
Hi SD+ Team, would be nice the possibilty to set holidays days for our techs: in this way would be bot possible have ticket that are escalated to people out of office. Is available this feature?
Using SSL with SDP on Windows Platform
Here is my scenario. I am currently hosting 4 websites on the same web server running IIS and using host headers. I am binding my host headers to port 443 using a unified communication certificate to secure my sites. I am running SDP on port 8080 from the same box. Is there a way to install my cert on SDP without interferring with the sites running under IIS?
Seperate view for technician projects
We typically use the help desk to service end user request (tasks). We desire to utilize the help desk for projects. Ideally their would be two windows one for task and one for projects with the ability for a manager to priorities them, preferably with the most important tasks and projects at the top of each window. We would also like to apply separate business rules and reports to the projects. Please let us know if their are any enhancements planned or suggestions that we can implement today. Thank
Additional Info fields in the reports,
How can I show the additional Info fields in the Resources custom report? or if I want to add them in the query how to do that? Thanks, Ruba AlOmari
Projects and Tasks
Hi Is there any way for a futute updates of SD to include projects and tasks the same way MS Project works. Not all work we do are faults and we would like to record future projects and raise tickets against upcoming tasks and see the details and progress of projects
This forum can be slow...
I'm a big advocate for self-help / user forums but sometimes this one is so slow it's almost unusable. Especially on searches. While I'm typing this I have a search going for "Merge" and it's still going. I hate to re-post questions that have already been answered but I'm not getting the opportunity to read.
HotFix 7016 Released and 7017 updated
Please refer to the below link for 7017 release notification http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& You can download the latest 7017 ppm from the below link. http://bonitas.adventnet.com/servicedesk/16Jun2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_17_0.ppm Web pages will be updated shortly Thanks & Regards, Srikrishnan
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Error when adding new licenses
Hi, When trying to add a new license the following message appears: To display the web page again, Internet Explorer needs to resend the information you've personally submitted. If you are making a purchase you should click cancel to avoid duplicate transactions, otherwise click retry to display the web page. When you click retry the current license allocation gets jumbled up, which means I have to reallocate the licences. Just trying to find out if this is a known issue or if im doing something
Change Requests don't work properly
If you have selected the change type as Standard, it will be an approved change. Rather we can call it as a Pre-approved change which does not require any approval procedure.Now when you raise a change request, the Approval Status will be by default as N/A as it is neither approved nor rejected.Rgds,Hima
Group to Technician relationship in Crystal Reports
Hi. I am trying to write a report based on groups and technicians in Crystal Reports against the SDP database, however, I can't find the tables where the relationship is made. I did find the workorderstatus.owner field for which technician is assigned. Also, how does the system display "Unassigned." Is it a formula somewhere that calculates the value, or is that stored anywhere? Thanks for any help anyone can provide.
Auto-populate requester asset in 7016 doesn't work
One of the features promised in 7016 was the auto-population of the asset field if a requestor is selected that only has one asset assigned to them. This doesn't appear to work for us.
Upgrade to 7017
Some of us found that you can't edit existing tickets - it creates a new ticket with the edited data in it. We've followed up in the release topic, but I thought I should post a separate item here as a warning in case anyone doesn't read it. Regards, Dean Adventnet feel free to update/delete the subject of this post if you find a quick fix rather than have to release 7017 :)
Serious issue with hotfix 7016 - 'Edit' option broken
In build 7016 if you click the 'Edit' option in a request and make a change to it a new requests is added with the same details instead of the existing one being edited. Others have reported this and I have been able to re-produce it. This is quite a big issue and needs to be fixed quickly.
4 week Reports
The date filter on SD reports has options to run for last week etc. but doesnt have an option for the last 4 weeks, is there a way to get this set up so that we can select last 4 weeks (or last nn weeks even better)
Which Database is best suited for SDP?
Hi, if you have a choice of MS SQL or MYSQL which database would you run with SDP software and why? Thanks for your time. rsnellman
Asking for SLA in SDP!
Our customer need a case study on how to effectively build the SLA for their organization, such as: - Can the request escalate to higher level, and if yes, how to do it? (currently we can only escalte to higher posisition so that other technician know the requests and solve it, but the request is not automatically go to higher level of SLA) - Can we set same situation for Problem? - How is the relation between SLA and IT Services in general? Best Regards, - Hau
Using ManageEngine to request Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able to request this asset?
Metrics Question - How to report on times?
I am trying to find a way to see how to report on the time from when a request is received by ServiceDesk to when it is assigned to someone or group. I know we can see how long requests take to close from when they are assigned, but we want to be able to measure this as well. If anyone has done this could you please share. Thanks, Carlos
MySQL to MSSQL
Hi, I have been running SD+ build 5505 with MySQL. I finally got a new server and I am planning to install build 7015 with MSSQL. What are the required steps to migrate all the info from MySQL to MSSQL? Kind regards, Alonso
User having log in issues with aliased url
I have a user using Firefox and JRE 6 Update 5 that is having issues using an aliased url. Our server is server1.whatever.com and the alias is helpdesk.whatever.com. When he logs in, he gets an error message that it cannot authenticate. Also in the logs, it seems to stop on j_security_check. What could be causing this issue?
Request an Asset
We are trying to use Service Desk to help manage our Inventory. We created an asset called Projector. We can assign users to that projector and using the History section is very useful for us. But we want people to be able to create a request for the projector and the request to be under the Projector in Asset management. We are having trouble getting the request to show up when the user is not currently assigned to that asset. What do we have to do for all our users in Active Directory to be able
Explenation of License and asset fields
Servicedesk, Can someone please give me an explanation of a couple of fields (for what purpose are the fields created by Adventnet). Software Licenses: License Type License Key Resource Tag In Workstation Configuration (Edit Workstation) the fields: Service Tag Resource Tag Resource Serial No Barrcode Since the upgrade from 6.15 to 7015 the licenses are a complete mess. Thanks in advance, Ferry Pranger
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
Mail server
I just installed SD+ 7015 using Spanish language as the default. I am not able to get the mail server to work. It is configure properly and the connection between the SD and the mail server is fine. However, I do not get the SD to keep fetching e-mails. When I hit the Start fetching button, it downloads the e-mails, bu it then stops fetching. So, I could not download new e-mails, until I manually Start fetching again. It will connect to the server, download the new e-mails and then stop fetching.
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