Custom Filter with Unassigned tasks
How do I setup a filter to only view a Technician's tasks with 'Unassigned' tasks. When I choose Technician is 'TechnicianNamexxx', 'none', the Unassigned tasks will not pickup TQ
Forgot Administrator Password
Is there a way to reset the Administrator password for ServiceDesk Plus v7.0.0 Build 7001?
ServiceDesk+ vs Asset Explorer
When i use Asset Explorer I can import users from AD on the 3rd third OU's, but cant on ServiceDesk+. example: Contoso(Domain-first OU)> +Users(second OU)> +Newyork(3rd OU)> accounting(4th OU) Using the latest ServiceDesk+ 7005, Same machine windows2k3 server rc2 +sp2. same accounts and credentials.
Scheduled AD import
Hi guys, I have recently upgraded from 6008 to 6012 and I am using the scheduled AD import feature. The problem is that new users are not automatically imported. I've tested this feature on my test machine and it worked just fine. Any ideeas? Thanks
Custom Request Forms
Hi, We are currently testing SDP and all is going well. However, we are interested in creating some custom template for our requests. We need to have different forms that have different fields. Is there a way of accomplishing this as from what I can see if I create a new field with the form customizer that field will appear on every form. Any help will be much appreciated. Thanks, Jamie
Installing SDP with MSSQL
Hi All, I am having trouble installing SDP Enterprise with Microsoft SQL 2005. Before installing SDP I created a new database called "Servicedesk" within MSSQL. Then, during the SDP setup, I specified this database together with the Windows administrator username and password (as MSSQL is using Windows Authentication). However, SDP refuses to start, and the DBlog.txt file states "Login failed for user Administrator". In an attempt to reinitalise the database and try different settings I ran changeDBServer.bat,
Using BackupExec to backup & restore SDP
Hi We use BackupExec to backup all of our servers on a nightly basis. I have set it up to backup the whole Adventnet directory from our SDP server. In a recovery situation what files would I need to restore from backup? Thanks
Reports
If have created business services, in Assets\Relationships I have connected the business services to the assets. I might be missing something simple, but can you report on what assets are related to what services. :?:
Development Cycle
Hi, could AdventNet please publish what you are planning to implement in the next version that is under development. i'm interested to see what is in the pipeline. thanks and regards
Tasks & Reminders
Hi, I am new to this software so please be patient. Is there a way to modify the technician/adminsitrator home screen to be able to display all tasks as default instead of ones just relating to the user. Same really goes for reminders, is there a way to have a 'departmental' reminder that displayed to all techs? Thanks in advance Guy
It's the end of OCT, where is the upgrade to SD v7?
We have been hearing that the upgrade path from SD v6 to SD v7 would be available at the end of the month...so where is the upgrade that your loyal, long-time customers have been waiting so patiently for? Can we expect an announcement today that is available and instructions as to where we can download it? 3 years as a ServiceDesk/OpManager/Eventlog Analyzer customer
Adding software to assets?
Hey guys need guidance in the right direction here. Lets say I have purchased 20 licenses of Microsoft Office Basic 2003 DSP and each has it's own license number on it. How do I add it to my assets in servicedesk? I have the feeling I have to install it on a computer then scan that computer to pick up the new asset product? Regards, Paul
Preventive maintainance
bit of a strange one for you... I've set up a preventive job with my own name as the requester. I've noticed though that if I'm not logged onto the help desk at the time that the job is ment to be generated it does not get created.
Error that wont let me build custom report, or edit existing
FAILURE :Unable to execute report Why am I getting this Version : 6.0.0 Build Number : 6005
unistall opmanager 7
i unistalled the software and now it won't let me reinstall it.
SD6+ won't start anymore after upgraded OS to Win2k3!
Hi, Our production Service Desk 6 Plus won't start anymore after we upgraded the OS from Windows 2000 to Windows 2003. The service starts 'ManageEngine ServiceDesk Plus' then comes the a windows 'Starting the Manage Engine ServiceDesk Plus service' until 'Loading Server Container' then the window disappear and the service is stopped again!? We are getting the following error in wrapper.log: INFO | jvm 1 | 2007/11/05 14:01:17 | Could not create connection; - nested throwable: (java.sql.SQLException:
LDAP and eDirectory Authentication
Hi All, Our organisation is considering implementing either the ServiceDesk Plus Professional or ServiceDesk Plus Enterprise ITIL Edition for our service desk management system. We are running Novell eDirectory, so the only factor preventing us from implementing ServiceDesk Plus is the lack of integration with LDAP and eDirectory authentication. Other posts on the forum said that the LDAP and eDirectory feature would be considered after the ServiceDesk Plus ITIL release. Now that this has been released
OnHold status doesn't stop escalation
Hi there! I'm using SDP 7 Professional. When a request in put OnHold, the timer status is supposed to stop. However: 1) Escalation mails are sent during the OnHold status (as if the timer didn't stop) 2) Request expiration date is not recalculated when request returns to Open 3) But requests don't expire when OnHold (as if the timer really stopped) Is this normal? I'm more concerned with the fact that escalation mails are sent even when the request is put OnHold. Thanks!
Asset fields missing when creating resource reports
Hi there! I want to create reports about my assets. I go to reports, click "New Custom Report", choose "Tabular Reports" type, select "Resources" module and click "Proceed to Report Wizard". Now in "Available Columns" not all asset fields are available (e.g. Asset Serial No). How can I make an asset report using any asset field as a column? Thanks!
Scanned Software
On version 7 (SD+) I noticed some Microsoft Products reports back the Licence Key and Product ID, which is great. But we have many of software such as Adobe, CA, Citrix and other common software were the licence and product information is not included. Is there an add on or a change that can be made to get this Info. If Not, when you change a product type to Managed, how to you add the Product ID manually.
BlackBerry Support
Do you all support Blackberry devices as far as 1) Technicians being able to access ServiceDesk Plus from a BlackBerry device for emergency response? and 2) being able to scan them into inventory for asset management? --pete
SDP mail problem!
hi,SDP Team: When we use SDP to work with our mail server that is Exchange sever,we meet a problem.We use office outlook client to recevie mail from exchange server, it is using MAPI protocol,and we shutdown the POP3 and IMAP,so,SDP can only support POP and IMAP,not support MAPI. How to resolve this problem, we need receive the mail in SDP from exchange server? Waiting your reply!
CC Field for send e-mail notifications
Hello all, Any one knows if is possible use one adictional CC field for sending mail for CC contacts introduced in this field manualy. Thanks to all.
Any tips on scanning laptops?
Hello, Does anyone have any recommended procedures to periodically scan laptops. They can be often disconnected from the local network or turned off, making scanning via active directory not work. Still, it would be VERY useful to periodically scan them. This must often come up and I hope someone has already figured out some bright ways to deal with this. Ben
Question about database table
I just noticed that the aaaaccsession table in the database, which contains information about end-user login sessions, is massive, currently at 367,148 rows in our system. I have watched the progress during backups, and it takes a very long time to dump this table into a backup file. Is it really necessary to keep a record of every login session back to the time the software was first installed? I am wondering if I can safely delete some or all of the session records (since we don't really need them)
Monitors
I have created an IT asset called monitor and imported a load of monitor assets in to it. The only way I can see to attach them to a computer or user is with add relationship. Is this correct? I have a monitor now that has dies and want to remove its relationship but can't see any way to do that! Thanks Richard
Error Deleting Template
Hello, I'm trying to delete the 'New Joinee' template that is built into SD+7 but i'm getting the following error: FAILURE :Error occurred while deleting reques template. Please report the problem to the system administrator, with the Error Code - 1,194,278,908,247. Has anyone else had this problem? is there another way to delete this? Thanks, Jack
New announcement with Canadian French keyboard layout
Good day, I think I found a bug ... When i'm trying to create a new announcement in SD+7, in the announcement content box I can't seem to type an "@". The key sequence to create an @ sign using a Canadian French keyboard layout is 'Alt or Alt-Char' + 2 which does increase the size of the text instead of typing the character. This shortcut would have to be modified to something different in a way to avoid conflict. Thanks
Possibility to automatically update the subject of tickets via business rule
We see an interesting usage of the subject customization to make intercommunication with other helpdesk (of suppliers or customers). IT could be fine to have a business rule that force the fact to update the ticket subject on some specific conditions with the one coming from specific sources. In this way for example, it could be possible to make two helpdesk sync between them maintaining on the subject both helpdesk id. Actually is possible to edit the subject manually on every ticket. It could be
Latest 6.x version
Hi! I would like to download the latest full version 6.x. Can you help me to find it ? Thanks!
Feature request forum or Roadmap ?
Nothing unusual but I'm a little confused as to whether the forum feature request section http://forums.adventnet.com/viewforum.php?f=92 or the roadmap section http://roadmap.manageengine.com/index.php?category=SupportCenterPlus should be used. Which is read and taken note of most, both by the end users and Adventnet? Thanks, Andy
Error with attached PDF files using SD 7.0
When attaching files to a Contract it is not possible to open the file using the document link from within the Contracts section. - However when I Copy the Link and paste it into a new empty browserwindow it open allright. Other doc. types such as Wordfiles works allright. What could be the problem here?
problem user
I migrated to 7004 yesterday. Then I did an import user from active directory. Now the name (philippe brown) is replace by the login (pbrown), is it normal??? When I create a ticket it's more difficult to enter the requester name for the user. I'm waiting for more explanations...
SD+ crashes after every schedule backup job failure
Hi, After my scheduled backup job fails, my SD+ 7.0 server crashes. I get the following error log in an email: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.sql.SQLException: TDS Protocol error: Invalid packet type 0xd1 at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2284) at net.sourceforge.jtds.jdbc.TdsCore.getNextRow(TdsCore.java:761)
Custom filter view testing for nothing
We have been putting together some custom views but have hit a snag on one of them. We have a numeric field in which we put a case reference number if the job is being handled by a third party. I can create a view where the filter tests for a figure, i.e. "is not 0", but I cannot get the reverse to work, i.e. "is 0" or similar. This shows no results. So I can filter to show all of the jobs that are with the third party, but I can't filter the reverse way around, jobs that are still with us. Any thoughts
Does SD+ integrate with Exchange
We are thinking of getting this HD product, but I wanted to confirm that we can use our Exchange environment for messaging within SD? Thanks!
Servicedesk won't start
This is a new install using Redhat Enterprise WS4: bin file ran without a problem, but when I try to start it I get a failed to start server message. There isn't anything in the log files. Any ideas on what to check.
MS SQL 2000 + Forced Encryption
Our SQL 2000 machine uses Forced Encryption, and I do not see a setting in the changeDBServer.bat to allow for encryption. How do I allow for this? Service Desk will not start as it cannot query the database without allowing for encryption.
Error when creating MSSQL db using .bat script
Hi.. Im trying to migrate the MYSQL db to MSSQL. I've stopped the servicedesk service, and are running the changedbserver.bat script. It states the following: "========================================================" requestScheme is http ************************************************************ DB Server Setup wizard ************************************************************ 1) Setup MYSQL Server 2) Setup MSSQL Server 3) Quit Go to [1/2/3] : 2 Host : gmb-cph-s013 Port : 1344 User : SQLadm
Technician receiving error on updating request
I have a technician receiving the following popup error when trying to update a request: No other technicians receive this error when attempting to do the same. We are on build 6011 using MSSQL.
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