SD+ does not load
HI I was trying to install SD+ but unfortunatly it does not start at all, I browsed the forum but could not find anything. I think there is some error in the JVM or smthng. I tried starting the program through GUI as well as command line mode also but the program does not start. Plz suggest what should I do ?? My machine runs windows 2000 advanced server My WRAPPER.Log file is as follows STATUS | wrapper | 2005/02/05 14:29:09 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/02/05 14:44:43
Older versions of Servicedesk
Is there any way I can download servicedesk plus version 6? I need to migrate our knowledge base to a new server, and the upgrade isn't available in order to migrate it to version 7. So I was thinking I could install version 6 and upgrade when it becomes available. The original server has version 6 on it.
Error configuring mail server in SD7
Hello, I would appreciate some help please. I have configured a completely new email account for Servicedesk 7 and checked that it works using outlook. (We are using Exchange 2003). On inputting the mail server settings in servicedesk I receive the following error message: "FAILURE: Email settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox" Thanks in advance
Real-time Global View
The Global view in the administrator's home page does not refresh and provide a real time view. It woul be better if this updates at least every minute to have a better dashboard for the administrator
updates
We have recently purchsed Manage Engine. It was configured for us by a contractor not ourselves therefore we have some questions. How often do updates happen and what action do we need to take to get the updates?
Auto close ticket sent via email
We want to use the email feature to send replies to and from the end users concerning open requests but dont want to create tickets from email. Is there a way to send an email with a link to the new request web page if a user sends email to the help desk? Currently we mark the incoming ticket closed. Just to clarify, when a user reply to an open ticket it gets added to their ticket but if a user sends a new email the help desk will reply something like: "Please log into http://helpdesk:8080 to open
Send notification do not pickuyp job details
Hi, When I try to do the "send notification" ( under action) in request, problems, changes , the does not pickup the request, problems, changes IDs and put it in the Subject as oppose to the auto-notification emails generated through the templates. Is there a way to enable this similar to customising the email templates under Notification rules. Appreciate any comment on this. Rizzie
URL Problem
Right now everything is running fine, but to access the helpdesk we would go to: http://myServer:8080 I would like to be able to access it by going to: http://myServer/support Is this possible? Thanks Oriol.
How many items in inventory allowed besided IT ones??
We are looking into several helpdesk solutions. One of the items is that we want to inventory and track history on items other than just the computers/printers/routers/switches and the like. I know there are limits to how many items with out buying additional licenses for the IT equipment... So the main question is is there a regular inventory section to add things like say a desk or chair that doesn't eat up counts for the IT equipment. Thanks for any input.
How does SDP SLA works
hi, How does the SLA in SDP works? I created a rules in SLA and enable escalate level 1 - 4 then test create a request ticket and wait for for a time to escalate but it seem's that there is no pending request in my account but i see it in over due. How does it works? does it notify technician thru email? Thanks
Adding Request Type in new request
Is it possible to include the request type as an input field when adding a new request? I would like to differentiate between incident-requests, support requests, new user requests etc. thanks!
Update to Version 7.0 ( Build Version 7005)
Version 7005 has been released: New feature: 1. Request Type values can be configured using the configuration wizard Bug fixes: 1. When importing users from Active Directory the display name was getting replaced by login name 2. Unable to view the additional columns (mobile) for existing fields in Requesters and Technicians list view 3. Junk characters appear when more that 1 space is present between words in request description 4. Junk characters coming up in notes when a '\n' character is present.
Converting to MSSQL database
Our servicedesk plus was originally set up using the default MySql database. I have been asked to move this to an MSSQL database. Has anyone had any experience with this and can you recommend the best strategy to use?
File attachments problem
Hi, I have a problem with some tickets that have files attached. When I click to open the attachment I get a "The File was not found!" error. Also when opening the ticket I cant see any requester conversations for that particular ticket. No even the one generated by the system. I am using SDP 6012 on a MSSQL databese. Best regards,
Automatic mail according to the file's state
I would like to send automatic mail according to the file's state. example : When the file is in "on hold" state, i want to send an automatic mail to a technician Is it possible? I know an automatic mail can be sent on the "resolved" state, but is it possible with another state? regards
IE7/Java configuration issues...
We have finally gone live with SDP 7005(1400 imported users 2000 workstations(all assigned to departments)) and have run into an issue. When the analyst is keying in a New Request and gets to the Name* field. If the analyst uses the 'in field' search function by typing a few letters of the name(for this example James) then uses the cursor keys to find the appropriate name, then clicks Enter...no problem. But if they use their mouse to click on the selected name or leave the field partially entered
Business rule created but its not activated/ not working
I have created a business rule for the incoming emails alert messages to be assigned directly into this service desk version 6.0 that we are using but it does not happen. Any remedies.. Regards, DJ
Office 2007 not recognized
Is there any reason why Office 2007 instalation is not recognized in same way as Office 2003?
Cannot open attachment as an Approval
Hello, I sent a Request to my boss: he has the role: Approval. But the things he need to approve are in an attachment in the Request. Why isn't it possible that he can open that Attachment? We're running SDP 6011 greetings, Ferry
Not able to scan when using in VLAN and DNS environment
We were previously used flat network for our organisation so we are able to scan all the assets in the corporate now we are using VLAN and DNS environment now we are not able to scan the assets in the network is there any tuning required in the software , so as to work in same environment.
Automatically Login
We have an external website that our customers login into. We would like them to access servicedesk through a link on this webiste, but do not want them to have to login again. Q1. If there login credentials are the same, is there anyway to automatically log them into servicedesk by passing these through in a URL/ Q2. Is there anyway to automatically create a user/password so that when they register on our website, we create a service desk account with the same details/
Reassigning Assets to Workstations via Import CSV
I am trying to reassign existing assets to Workstations with the Import CSV feature. It imports all other changes expect the new assignment. It does work if I assign it to a user. Help!
"Problems" = "Incidents"?
I'm having difficulty understanding why there is a "Problems" tab in ServiceDesk, and how the form is structured (and why). If "problems" does indeed mean to infer these are "Incidents Reports" for outages, unexplained issues, etc. - then the form confuses me as why it has a "Due by Date" field. Can someone help me understand how the "Problems" tab is intended to be used? I'm additionally confused why under the "Requests" tab, that when you fill out THAT form it has a "Request Type" = "Incidents".
Request / Problem interrelationship enhancements needed
When you are viewing a PROBLEM, there is an "Incidents" tab that you can look at to easily see which items are associated to that problem. Never mind the fact they aren't actually INCIDENTS, but REQUESTS - which leads to the already significant confusion of Request Type in the form. However, when viewing a REQUEST, you have no way of seeing what problem is associated to that other than clicking "View Problem". Couldn't you add a "Associated Problem" tab to any request that belongs to a problem (that
minor version association issues
I wanted to associate the two adobe versions (adobe pro 7.0 and 7.0.9) because they use the same Enterprise license key. Ever since I associated 7.0.9 to 7.0, all my software just disappeared on the page, wtf happened?
SLA
SLA is not working it is enabled but the escalation is not sending emails even if there is a violation any update thanks
Reassigning Tickets
I have a simple question, how does one technician reassign a request to another technician, do I need to enable something? I don't see this option? Thanks, Greg
Unable to add new workstation - or remove old ones!
All, I'm testing out ServiceDesk Plus with a view to buying it, but I have a problem; I am attempting to add a new machine to the Asset tracking component of the system, but keep being told that I'm already using my twenty five assets. However, when I run searches for assets, nothing appears! Under unassigned workstations in the assets tab, it says there are 25 workstations unassigned, but when I click the 25 none are listed, even if I set Type, State and Domain to all. Help!
Can't delete a department - In use
I want to delete a department from SD+, but I get an error reading: FAILURE :Department is being used by a module. Hence cannot delete it. Is there a way I can find out where it is being used, so that I can delete it?
Modifying default Change Request / Problem Request forms
There is a Request Form Customizer", but is there a Change Form Customizer and a Problem Form Customizer? If not, there needs to be.
Admin - Category configuration features needed
A couple of features are needed within the configuration options of Categories. I'm not sure why one existing feature exists, at all. When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign
Problem with Business Rules
I setup the following two business rules, in this order: "Sub-Cat Password Reset" - IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group' "User Admin Category" - IF Category = 'User administration' THEN Assign to 'Network Group' The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category
3 issues with Requestor Details when submitting new Request
1. If you click the "user card" icon, which brings up the entire list of requesters...select one, the requester name AND the department populate into the request form. If you type in the exact user name and wait for the yellow popup box to show the 'match', the department field remains blank. The department field only fills in if you manually select the requester from the table. If you type it it, department only shows once you save the ticket. 2. When typing in a requester name that doesn't exist,
New Report
I would like to create a report in SD 6 that will include the following: Status, creation date, technician, category, subject, Description and the most recent 2-3 notes that have been added. I am not sure how to do this. I have looked into making custom reports but cannot find where the Notes filed resides. thanks.
Defining Approval rules for Change Types
I want to create my own change types and determine if approval is required or not. I noticed when I submit a STANDARD change, it is automatically set to Approved. Where is this defined? If I wanted to create a change type called, "Enhancement", how can I made that automatically approved, too? In that same regard, I want to automatically add specific CAB groups to certain types of changes, so the submitter does not have to do it - themselves. A brief description of what I want setup is below. Normal
How can we search or retrieve the Resolution Field?
How can I search or retrieve the Resolution field. I m trying to use this as knowledge base database. Thanks. Cheers, Echooi
Change Management? Am I missing something?
I downloaded and installed the demo, latest available version. I even checked the online demo. I see no such features as are listed in the product datasheet: ------------ Change Management Workflow * Initiate Change Request * Change Plans and CAB (Change Advisory Board) * Approval from CAB Members * Co-ordinate Change Implementation * Post Implementation Review * Change History ------------ My top "bar" of items includes: Home Requests Solutions Assets Purchase Contracts Admin Report Support Something
Change Request - Planning Tab
The four sections of the IMPACT TAB confuse me. Those sections are: * Impact * Roll out plan * Back out plan * Checklist Why is there a text section for "Impact", if "Impact" is a drop-down select box on the main change request form? Isn't a "Roll out plan" the same as "Implementation plan", in which there is a separate "Implementation" tab that has tasks and work log? What is the "Review" tab intended to hold information of? What is the difference between the "Problems" and "Incidents" tabs? You
Asscoiating Software
I'm trying to associate software to a workstation and as per the admin guide: "Associating Software License to Asset 1. From the software view list page, click the Software license name. This opens the Software license details page. 2. Click on the Actions tab -> Click Associate option to associate the software license to the asset. This opens the Associate page. 3. Select the asset from the combo box and save the changes. You can see the software licenses associated with the selected asset." I do
Service Desk 6 and Service Desk 7 - Domain Scanning issues
We have both Service Desk 6 and are currently testing Service Desk 7. Domain scan - what does it use to scan the network - dns lookup? netbios name? (its trying to scan computers in one of our DNS zones - which dhcp registrations are not made to) In Service desk 6 when you look at the list of Workstation assets the workstation name is the computer name - and we can do on the fly scans very easily - i.e checking for software updates etc. but with Service Desk 7 the workstation name is the FQDN fully
Next Page