Replies to requestor replies and new request notifications
When replying to new ticket notifications a new ticket is created as well as when replying to a requestors reply from email a new ticket is created. Can this be fixed?
tasks in change request shows null values
any idea of this one.. when a change request is created, and a task is created, an email goes to the technician regarding this task, but most of the fields shows null values, and the task doesnot specifically state for which change request this task is assigned to.
Issue w/ "Problems" list
We have a particular "Problem" incident that has 77 requests attached to it yet only the first 25 or so are displayed and there is no option for "next page" We are running SDP 7009 Windows 2003 server.
Service Desk Plus cannot be opened on vista with IE7
I have a service desk Installation and i can access the web interface from XP but not from vista. I am getting a blank page. Please help
HTML Forms in Request Templates
I created some HTML forms for our user request templates for new hires. In IE 6/7, the user needs to double click the form field to enter information. This is for input fields, drop down boxes and checkboxes. In Firefox, drop down boxes work fine but input fields and checkboxes do not. Any ideas? Does ServiceDesk support HTML forms in request templates? If not, can it be something that can be added?
department name and job title
Where exactly does it pull the department name and job title information from when you do an active directory import? I have a pretty messy AD setup that we are trying to clean up, and it leaves us with several different groups of strange names that we would like to find a way to merge and further control.
Install Service pack 7011 on build 7010 - failed help
My environment is Ubuntu 7.10 I am attempting to to upgrade from 7010 to 7011. From these upgrade instructions: (http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp) Instructions to apply the Service Pack / Hotfix 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version
Technician Notification - closed tickets
I would like to set up email notification to all technicians when a ticket is closed. I do not see this option in Notification Rules. Can this be done?
Verifying requisit ports
Hi all, We are setting up a new SDPlus server and I just want to verify what ports I need to have opened. I assume that 80, 25 and 100 will do everything for logging in from the out side and checking / sending e-mail. Are there any other ports I need to open? Thanks, Dom
Notifying Requester when Technician Replies.
Hi, we have a few technicians that travel most of the time. These techs have the ability to send/receive email messages from their cell phones. When they have a ticket and the Requester sends in an email response, we have the option to notify the technician of that response. If the technician has needs to reply, he has to find a computer, login to Helpdesk, then send the response. If he could reply directly to the message and have SDP notify the Requester of the response, that would save us quite
Associating Minor Software: Adobe Versions
I have Purchased 18 Liencenses for Adobe 8. When I scanned them in, everything turned out great. Since then I have updated them and have some version 8.1.0 to 8.1.2. When the workstations are scanned it shows up in the software. I tried to associate the minor version however, it throws the licensing completly off. It shows that I have 18 licenses but 36 installations. Could you please help!
Software licenses bound to machine only?
A large portion of the software deployed in our environment is licensed to a user, not to a machine. For example, under our MVLS agreement with SA, one single MS Office license can be used for two local installations, as long as they are both used only by the same individual; hence user Joe Smith may have one license covering his software installation on hosts JSMITH1 and JSMITH2. It seems that Individual licenses can only be associated in a one-to-one relationship with workstations, rather than
Need download for older SD+ version... where?
I need to install SD+ 7.0.0 build 7005 on a test server so that I can test a database migration. I can't find my production download of that version, and I can't use the current download version (build 11) as my test version (to restore a copy of my production mysql data to the test server I need the same version SD running. Where can I get the build 7005 download? Thanks!
SDPlus 6 to 7 upgrade problems
I'm experiencing problems while upgrading to version 7 with importing assets and work stations, they are not showing up correctly in the new version and it throws an error when trying to delete all workstations to re-import the saved information with the Error Code - 1,206,025,836,390. Also is there a way to eliminate workstations that are pulled from AD that aren't active any longer?
Calculated percentage in Report
Hi, Does anybody know if it is possible to make a report which shows me the percentage overdue requests per Priority per Month Regards, Jeroen
SD Server IP Address CHnage
We had to change the IP Address of our help desk server. Where do we make the change in the app?
Agent to solve audit issues
Hello, Some times is impossible to audit machines that have installed Norton or Viruscan. So, it will be very important in these cases the possibility to install an agent to solve this problem. Regards,
More than one level of approval
Is there any way to automate more than one level of approval request. If not can we include the first approved history when send or approval to the second approver.
Hidden fields not hidden to requesters
We have created an extra field called "Dev Team Member", and have not ticked any of the options (Mandatory field, requester can set, requester can view). We will be using this field to show who in the Development team is currently working on it (We are not using technicians for the same reasons as stated below). However, this field will ONLY be used by technicians as under NO circumstances do we want the end requester to know who in the development is dealing with the incident, as they are then able
Automatic overdue (due date) problem
Somehow all my tickets are getting a default due date of 10 minutes after the submitted time. I've looked everywhere and can't find where to change this. I am sure its something simple. Anyone?
Filters for narrowing down Request list are broken
I am using SD+ 7 7011. Filters are broken so you can't list Requests using criteria very well at all. As soon as you add more than one condition (i.e. all Requests that are 'In Progress' and are not 'FinanceDept') you get completely random results. This is causing us big problems because we are unable to filter our Requests list and therefore have a long list of Requests that are unmanageable. SD+ 7 is an enterprise product so it is important that we can filter the large number of Requests that come
Restore production data -> MySQL unresponsive
We have a production server running build 6011 and want to upgrade to 7000+, so I set up a test environment. I prepared a virtual machine with build 6011, I first installed build 6000 and updated that one to 6011 with servicepack 33. Next step is restoring the production data to the the test environment. When I do that and restart the ServiceDesk al seems to work fine. After a few minutes the ServiceDesk becomes unresponsive and the eventlog shows that the mysql daemon hung. Why o why is MySQL crashing
Upgrade SD6 to SD7
I'm unable to migrate to SD7 from SD6 sp15. Following error : Microsoft Windows [version 5.2.3790] (C) Copyright 1985-2003 Microsoft Corp. C:\Documents and Settings\Administrateur.GIP-NET>cd \ C:\>cd adventnet C:\AdventNet>cd me C:\AdventNet\ME>cd bin Le chemin d'acc�s sp�cifi� est introuvable. C:\AdventNet\ME>cd servicedesk C:\AdventNet\ME\ServiceDesk>cd bin C:\AdventNet\ME\ServiceDesk\bin>updatemanager 14 mars 2008 12:43:57 com.adventnet.servicedesk.updatemgr.util.SDPreProcessor <i nit> GRAVE:
Build 7011 New Request requester display issue
When a requester is newly imported from Active Directory and a new request is then created for this requester, the phone number and department data will not populate on the new request screen. For old users, this will populate correctly. Once the new request is saved, the request will show the phone and department correctly. Please advise on repair.
UK Dictionary required
Default dictionary is US, I would like to use UK dictionary Can this be achieved in the current release? can the feature be added please? Phil.W
"Created Date" still off an hour after DST change
After Sunday's switch to Daylight Saving Time, the "Created Date" of all tickets created this morning are an hour behind. The server time is correct, and the time shown in the ServiceDesk GUI is also correct. (7.0.0, build 7011)
How close all incidents, attached to problem?
I have a resolved problem with attached incidents (tickets). Incidents in status "Open". I don't wanna close this incidents one by one, seeking his from all incidents list. I want close all incidents attached to this problem at the same time. It's possible? How i can do it?
Server attach files
Hi, We have more than a thousand employees in our company. And we are observing that the attach in the calls, this filed being occupying space in the server. Exists some form to transfer these archives to another place ? without the SDPlus has future problems case is necessary the consultation of this archive? Which the procedure for this case? Thanks. Att Silveira
Is it posible to transform Local User to AD-User???
Hello, i have a question. Is it possible to transform a "local User" to an AD-User? Or transfer all the old tickets from one user to another? Greetings Hilbl
Form Customization / Additional field
In the 7.5 release of SD+ we are promised form customization, which is great. However, we have a need to have a field that links to a purchase order(s). We could create an additional field to store these values but it would be nice to have a hyperlink to the PO itself so we have a direct link. It would also be nice in the PO to have a field or area that shows that the equipment ordered in this PO is linked to this Request. This may fall under the ITIL standard somewhere along the line and would allow
Public/private domains bug
I believe this has been mentioned before, but I don't think it was ever addressed and fixed. There is a bug in the display of Windows domains in the "Windows Domain Scan" settings. The problem is that several of the domain names that are set to private are being shown in the list as public. If you bring up the settings for them, and even check the setting in the database, they are indeed private, but they display as public. The split seems to come with the one single domain name I have set as public.
Annoying "feature" in build 7011
If you set the priority, and then change the urgency, the priority field gets wiped. If you are not careful it is easy to overlook this and create/save the incident anyway. Can you please ensure this is fixed in the next release? Many thanks
Workstation- additional fields not updating
We have recently upgraded to the latest version of servicedesk (build 7011). I have tried to add some additional fields in the workstation - additional fields within the admin section. It seems to work but i cannot edit these fileds or delete them once they have been created!? I have deleted the label and description and clicked on save but the field is still there for the workstation. Is there another way to do this? If not is it a problem that can be fixed in latest releases?
SD+ 7011 and IIS Admin Service on 2003
We're running SD+ 7011 with MSSQL on a 2003 Standard Edition box (Core 2 DUO, 2GB RAM, 10K RPM HD) and when we reboot the server, ServiceDesk will not start. I called tech support and found out that there was a conflict between Service Desk (manage engine ServiceDesk service) and the IIS Admin service. When Service Desk launches, it says there is another process using port 80 and refuses to start. Tech support told me to disable the IIS admin service, which we did because this server only has Service
Third party tools to access the MySQL database
For SDP can we use 3rd party tools like Microsoft Access to login the database is there any password or username required?
Table Display on Crystal Report
I have created an ODBC connection to the database and I am using crystal report to generate reports. But when I establish connection NO TABLES ARE DISPLAYED IN CRYSTAL REPORT. Can some help. I have looked at all documentations and followed the step, but tables donot display. Thanks Emmanuel EPA Region 7
SD6 Email Fetch Error - Connection timeout
Hello, We have just started to experience an issue with service desk (Build 6010) where the email fetch fails. It last imported at 10:40 am. We have stopped the fetch, and pressing SAVE displays the error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. We have restarted the machine that SD lives on but this didnt resolve the issue. The log serverout0.txt has the following entries: [13:18:21:597]|[03-17-2008]|[SYSOUT]|[INFO]|[18]|:
Reopened requests report
Hi Does anyone know how to do a report on reopened requests. This is quite important as highlights the number of jobs that need to be reworked but cannot see any of the built in reports that can do this. Have looked at creating a custom report but you do not get an option to report against the requests history. Any help would be greatly appreciated. Regards Mike
Another bug! Import users via CSV loses department setting
How the hell does AdventNEt testing procedure work? Do they even have one?? I have just imported over 400 users into SDP 7011 by using the import from CSV option, as well as updating peoples departments (Just changing department from one to another) However, I have just got inundated with calls, to say that those users who used to be able to see all requests from all people in their department, to say that they no longer had this functionality. I can confirm that the users who had this option ticked,
Amending Change Request default field names
In the new change form, there are two field titles: Scheduled Start Time and Scheduled End Time. I would like to rename these to Date completed in Dev, and Date completed in Test. Can anyone tell me how to go about this please?
Next Page