Problems with SeviceDeskPlus
Hi! I'm looking for a HelpDesk software and I found that ServiceDesk is one of the best software fot this so I download a trial version and install it on Ubuntu Server. First time I install it It works fine but then I got this message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Failed to start the server. Please refer logs for more details I would like to see why I'm getting that errors so I would like to know how to solve it, I cant start
MYSQL to MSSQL - RestoreDB does not restore the requests???
Hi, Just had to move my ServiceDesk onto a new machine so thought I would go MSSQL while I was at it. So far I have done the following: 1) Did a bakup from old MYSQL server 2) Did fresh install of exact same version of SD on my new server (7015) 3) Set it up for MSSQL - it tests connection okay and has built database all looks good. 4) Started SD - Started Okay 5) Logged on and added license file - all went okay. 6) Stopped SD 7) Copied my backup file across and ran a restoreDB 8) It comes up with
Notification when adding a WorkLog
Hi, Is there anyway we can setup an alerts to be sent when a technician adds an entry to the worklog? The reason is that our requesters are unable to see the ongoing status of a request as we add worklog entries when we carry out any related work. Alternatively, is there a correct process to update the request so that the user can get a clearer picture of where there job is at at any given time? Thanks for your help, Jamie
FAILURE :Request cannot be completed.
hey We wanted to change so that our requesters couldnt select what priority a request should have, since the requester just selected high everytime, so the requests went to overdue almost before we had a chance to take a look at them. So we went into Admin -> Helpdesk Customizer -> Request Form Customizer, and turn off the "Requester can Set" in the Priority field. Right after doing this, we was about to close a old request, like we have done many times before, but then we got this error: FAILURE
Audit Settings not working
I've been using this software for almost six months now and this issue still hasn't been resolved. We are looking at different software if this does not get resolved soon. The problem is under Audit Settings we enable a scheduled scan for 7:00a.m. every morning and expect to get a report soon afterwards of the hardware and software changes. Either the scan does not run or the report does not mail out. I can run a network scan manually and it works fine and the report is mailed out right after the
Reply and Forward options
Hi When you view conversations within a request you get the option to REPLY and FORWARD on emails recieved. Can we have the option to FORWARD on emails sent? This would be a useful option for a) Sending out reminders if they do not reply b) Enable sending the request fo information to an alternate recipient and would save having to type the same message again. Thanks Mike
Auto PO# Generation
Is there a way to have the application auto fill the PO# field with the next available sequential number when creating a new PO? Thanx.
Custom Reports and DB Schema
We would like to write some custom queries to pull all asset information (user, department, location, division, etc) Is there a DB schema available somewhere to help identify where these fields are located so that we can do these directly instead of through the wizard? Thanks very much, -Erik
Servicedesk plus approval levels for request and change
Could we have approval levels in requests and change, whereby which if it is disapproved on the first level, it will no longer escalate to the next level approver. We could also have it auto-close or send a notification that it will close in X-number of days because of the disapproval.
Problems with ServiceDesk
Hi! I'm looking for a HelpDesk software and I found that ServiceDesk is one of the best software fot this so I download a trial version and install it on Ubuntu Server. First time I install it It works fine but then I got this message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Failed to start the server. Please refer logs for more details I would like to see why I'm getting that erros so I would like to know how to solve it, I cant start the
Asset management and unallocated assets
I am havign an issue with the Asset Management of servicdesk plus. The assets are appearing as IP addresses and not computer names. DHCP is implemented with DNS and Active Directory integration. How can this be setup to use computer names regardless of the IP addresses. Furthermore the domain scan fails to automatically assign over 70% of the resources? The firewall is setup to allow all ports to access the servicedesk server to ensure that all port requests will be delivered.
Hello please read helkio
hello , ban me please , please ban me im a weird girl, i like to write strange stupid things , and flood on forums , thank you
PO creation, selecting the software catagory
When I try to select software as a category when purchasing a peice of software it pops up and wants me to associate minor and major versions from already installed software that the system as scanned. The software has not bee installed yet so how can I associate it to anything yet. we just started using the PO module and this is the first time I have run into this. this "feature" is not needed is there anyway to turn it off.
Group email settings
Does anyone know how to use the group email settings under Admin | Groups? The help card is not updated and the description that is there is not very clear.
Purchase Order Problem - Cannot Approve PO
We are having an issue with Approving PO's. When a PO it set for Pending Approval, we do not have the option to Approve the PO (but do still have the option to Submit for Approval). I have verified and all of our technicians are set with the SDAdmin Role, which I believe should have this ability. We can edit the database directly and it will approve then, but not though the software. We are running Build 7013, but I believe we had this issue with 7011. We are running MSSQL for the database. I tried
Migrating to VMWare ESX server
Hello I'm currently running SD+ version 6.006 on a Windows 2003 server with 4 gigs of RAM. I have a new VMWare ESX server, version 3.5.0 with update rollup 1, plenty of space and plenty of RAM. I am interested in virtualizing the SD+ server to free up a physical server. I would like to migrate to a Linux OS and am wondering if there is a preferred flavor / distro to run it on, and if there's a migration path from Windows to Linux. Any tips or advice greatly appreciated.
How close the ticket by e-mail?
I want close the ticket by e-mail. Can i make this? How?
New Version 8 of Service Desk Information
Hello all is there a section on the service desk website or forum that gives a up to date list on what is happening with development of servicedesk. Including times lines etc, of development and new features. As I have heard in many different things in different posts about new features etc coming out. Please can we have a area we can all look at and get updates of progress etc. I have heard about archives of requests, new PO System re-write (Badly needed) and contracts and being able to import licence
Change closing rules
Is it possible to have different closing rules for different change types ? SDP out of the box has change types of 'standard' 'minor' and 'major'. Standard changes auto approve and by definition (in my view) do not necessarily need the same level of detail (closing rules) to be completed before being closed. For example a standard change might not need a review, or rollout plan. As an aside - your product is ITIL aligned but the change types you use do not match ITIL v3 - they should be 'standard'
how to relate Asset to SLA rules
hi: there is a problem. When i add a new request there is no option "Workstation Name",but only option "Asset". But when i define SLA rules, in the option "Select Criteria" list,there is a item "Workstation Name",no item "Asset". What should i do,when i want to relate "Asset" with SLA.
"Log on to Box" change please
Is it possible to change the default "Log on to" box please. This has always defaulted to -- Choose --- and is slightly annoying considering we only have one domain so is useless. can we please have the option to either remove this and set a default or allow us to change the -- choose -- to the domain of our choice. Thanks in advance Paul
customizable fields
that staffing requirements and are customizable by user I want to appear for a category x fields or if I want a user can see a template and one can not see
Mapping AD Fields
I wanted to see if ServiceDesk had the ability to map specific fields in AD to fields within the application. For example, I would like to populate the location of assets and workstations from the "location" field specified for each user within AD who is the owner of a specific asset. Thanks very much, -Erik
Can't see Status on printed PO
First, there is no direct print button on the Print Preview of a PO. Next, once the PO has been printed, you cannot see what the status of the PO is on the printout. The printout also looks terrible. The grey areas are boxed out with white. Very unprofessional looking
New Build 7016 or 7.5 Release?
Can we expect a 7016 or similar hotfix or are all things now on hold for the 7.5 release which was tentative for June 2008 in the roadmap. Is that still on track? Is there a beta release of 7.5 to be involved in testing for? Regards, Andy
PO attachment error
Hi, We have just installed the free version od SDP (latest build as of today) Tow things are not working: 1- I cant import a JPG image as the logo.Please see the attachment for error details 2- The second error is that we can't see the pdf attachment after a PO is to be sent to a vendor.The email is received by the vendor but without any attachment We can't preview the attachment file while sending the PO.Please see the attached error message Thanks
Purchase Order - Problems
2 issues with the PO system. 1 is related to one particular PO. -When we try to receive the single item in this PO it receives it fine but it does not close the PO. I have tried this several times. The PO cannot be closed. NO error is generated. SDP acts normally as it does when item is received and PO closes after that. second issue. When printing a PO - firstly there is no print button in the PO Preview field. The printed page does not show anything next to status. For obvious reasons this needs
Purchase Order Error #2
Following my first post, when the decimal places are run out to the 12th or better place, I removed the sales tax calculation and added a price adjustment to cover sales tax. As shown in the attached image, note that the last 0 of the 2 digit decimal place is cut off now, if it is a zero, otherwise it shows fine.
Tuning in 7011
I have been out of the loop for a bit. Is it possible to tune the db and such in SD+7? If so how? The old v6 startdb.bat script doesn't seem to be the same in 7.
Tasks
Just started looking at tasks properly (SDP Not yet live). They have always looked very promising. However, it seems that when you receive a task, you have no idea which request ID it relates to ????? Nothing in the task or the email. Am I missing something ?
Solutions Migration
Hi, When we switched to SDP 7 from 6 using a clean install we tried to migrate the solutions as stated in the http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669139& topic. Unfortunately this didn't work quite well, because now we have solutions with no author that we cannot access, some solutions have authors which are requesters, etc... Is it possible to delete all the solutions that have no author (maybe by running a query) and then import them by hand?
How To See All The Closure Comments Submitted By Requester
Is there an easy way for me to see all the 'close accepted' comments that have been submitted by requeters after they accept the closure of their tickets? I know I can visit each closed ticket in turn, but I'd like to get a single list of them all. I can't find a report that will give me the info needed and have no idea how to setup a query which I would imagine is probably the best way to do what I need. Cheers John
Restrict Access to Requests
Is is possible to restrict access to certain requests so that they can only be viewed by certain users/groups? My It Manager has listed some requests as confidential, but the requirement for accounting for techs' time means that all requests must be put into the system...
Notification/Escalation Off-Hours
Is there a way to configure a notification based on when the request is opened? For example, I want to receive an e-mail notification if a user opens a request outside of our "Operational Hours" configured in ServiceDesk.
Restoring database to TEST environment
I have just built another server to be used as a TEST environment for patches etc. Now the build went not too bad(7005), and is now up and running, my issue now is that when I execute restoreData.bat(after stopping service) and browse for the recent backup and start the restore, a command box comes up and goes through the process of restoring(takes about 3 minutes) And indicates that the db was restored successfully? But no data is there when I login? What have I missed?
Survey problems 7.14
When the user runs the survey and click Submit. It forwards to another page. Welcomenull, Please help us to improve our service by participating in this brief survey. And from that page you can�t do anything. I use 7.14 with SQL server 2005. Please Help
Can�t add licens to a Manged Softwsre
When we try to add licence to a software that was discovered under a domain scan on the computers we have some problems. We can add licence when to software, when there isn�t so many off it. But when we try to add licence to, for ex. Office 2003 and Windows XP that we have on all PCs, nothing happends when we point the mouse to the Action button in the software window. This is a big problem that we need help with.
Robo Technician and case closing
Hi, We have purchased Robo Technician to speed up password changes. At the moment, all technicians have to complete a Job log indicating how much time was spent on a job before closing it. This means that the robo technician cannot close a case because it cannot fill out the job log. We get the error message: WARNING :Password changed successfully.New password is - xxxxxx Request Closing Rules violated. Request cannot be completed. Please fill the following fields -timespent How can we fix this.
Close existing request via email
As I understand it emailing in a request with a rule to an existing call can't change a request status to 'closed', as it involves processing the inbuilt business rule to append to an existing call. The inbuilt rule to append to a call works in a different way from what I can see as it creates a new call then merges it in with the existing call as a conversation. I'd like to be able to close a call via email with something as simple as "CLOSE REQUEST ##xxxxx##" in the subject line. This would execute
Security Vulnerability
I have found what I consider a significant security related issue with SD+. Enough that it is changing the way I use the product until there is a fix or change to the software. I know some companies prefer a heads up prior to a public disclosure of a security issue with their product. However, I am of the opinion that the customer should be quickly informed of a vulnerability so they may mitigate. Adventnet: Who is the best contact at your company I can disclose to? SD+ Users: After I've disclosed
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