Global Request Filter Problem
Hi, I'd like to be able to create a global filter using the criteria (below). however because the custom filter screen doesn't have the option to select "assigned to me" or "my groups" it would be in practical to roll this out. Please can you advise how to create this. Filter: Open Tickets assigned to me or Unassigned Open Tickets in my groups. Thanks
Disposal of Assets
Hi, Is there a way to mark an asset as "disposed" instead of deleting it from the asset list? We'd like to be able to run reports on disposed assets. Mike Dorval
MYSQL stops frequently ! Why ?
We are on SD+ build 6006. For 3 days, our MYSQL DB stops frequently (= after some minutes) and nobody can work with SD+. Without having to stop SD+ server, starting the DB again (with the startdb.bat file) is sufficient to work again ... for some minutes. I'm not a mysql specialist. Could it be a capacity issue (we are now working with SD+ for 7 months) ? If yes what should I control and where ? Note : our windows server 2003 is very clean and has no capacity issue. Who can help me ?
How to fetch mail on Exchange 2003
The mail fetching function only support POP and IMAP, but my Exhcange does not support those two ways. Is there any other way to fetch mail on my Exchagne server
Importing single users from AD
Is there a way to import only selected users from AD instead of the entire list. We have over 2000 user but only have 30 that have requester status. It is a pain to have to import everyone then remove the ones we don't want. Any advice? Thanks
Quick Clarification on the Technician Licensing
When you can purchase either a 2 or 5 technician license, does this mean that only 2 or 5 technicians can be logged in at the same time, or does it mean that only 2 or 5 unique technicians can be in the technician user group? In other words, if we have 4 technicians that will NOT be accessing at the same time do we need a 5 technician license? Thanks
Importing French Canadian names from AD
Version 6.0.0 Build 6011 MS SQL backend We recently integrated our Canadian users into SD+ but for any users who have "non-standard" characters in their name like "�ric" (or any letter with an accent marking) don't import from AD at all and seem to show up as failed records during the import. Is there a setting in SD+ I can change to recognize those users?
Online purchase differences
Hi Guys, What is the difference in the online store between the two products below (Apart from the cost) ServiceDesk Plus Enterprise Edition - ($2,995) AND ServiceDesk Plus Enterprise Edition - ML ($3,595) Cheers Brett
SD+ 7 - SSL support?
Can someone tell me if SD+ 7 supports SSL for the incoming and outgoing mail servers? Thanks! Thierry
SQL Table: dbo.WorkOrder
How can I convert the integer date/time values cotained in dbo.WorkOrder columns: CREATEDTIME, DUEBYTIME, and COMPLETEDTIME? I am working on creating a new intranet/sharepoint site for one of our clients that will display Open Workorder's, using the following SQL Statement: SELECT [WORKORDERID] , [CREATEDBYID] , [CREATEDTIME] , [DUEBYTIME] , [COMPLETEDTIME] , [TITLE] FROM [WorkOrder] WHERE [REQUESTERID] = 606 AND [COMPLETEDTIME] = 0 This returns the correct work orders "open" by requester ID, however
Database connection
I have a dbvisualizer free, and I would like to know how to access the MySQL database. What is the user name, password, database and port number I would use to login? Thanks
migration to new domain name
Hello we will be migrating to a new domain name. What do I need to do or prepare for this change with respect to Service Desk database? thanks.
Fields in Different Templates
I have some users that need more options when placing requests. For example, if the office manager needs me to create a new user, I need to know what department, if I need to build a laptop, what department they will be in, when they will start, etc. Is there a way to create a new request template that shows fields that are not on other request templates?
Multiple Organizations
I'm wondering if there is a way to essentially have dual organizations within a single organizational instance? I.E. - can I have 2 departments using Service Desk and all it's corresponding features, but be totally blind to each other? That is, without having a second Service Desk install/server? I've tried tinkering with Roles/Departments/Groups and I can't model it to act as a complete system and hidden from the other. If someone could let me know, I'd appreciate it. If you need clarification,
Export Tickets
I want to know if i can export tickets created in Service desk (trial) so i can import them to Support Centre?? Any help would be great Thanks in Advance
Alerts based on Priority or by user (couple questions)
Hello I'm wondering if it's possible to have email/text alerts based on the Priority Level of the ticket request. . Also is it possible to have alerts based on the user (high level executives) that submits a ticket? Along the same lines, I'm wondering how to handle a secretary submitting a ticket "on behalf of" an executive. I doubt our executives will take the time to submit a request, but we will want their secretaries to do it. But the owner of the ticket will get the updates and not the person
Mix up in uploading hotfix patch...
Hi Users, In a terrible mixup, when uploading the hotfix for 6.x version, the full build for 7.x version (7001 build) also got replaced with build 6012 (.EXE and .BIN). Since it is 6.x version, while installing, it will install as Professional edition (and cannot be installed as Enterprise edition). Also it will not contain the features available in 7.0 version. For those who have downloaded the installation .exe / .bin file for ServiceDesk Plus 7.0 between September 5th and September 7th, we request
SD 7 Download Actually SD 6?
I've tried downloading SD 7 multiple times from adventnet onto separate servers. First off, the site says the installer is 36 MB, but the file I get is 33.1. Then I install it and the EULA says it is SD 7 but when I start it it claims to be 6012. Any ideas? David.
use e-mail to communicate
In the list of features for ServiceDesk Plus, it is stated that: >>>>> Technician Notes Technicians can add notes to the request to add related information like action taken. <<<<< I understand that it is possible for users to create Requests by e-mail, and the HelpDesk can also send replies/resolutions by e-mail. Is it also possible to technicians to work on Requests entirely by e-mail? We have a large number of part-time consultants who would act as Technicians, who would be hesitant to learn a
Business Rule based on day of week
I need to create a business rule based on day of the week. So if a call gets in on wednesday assign it to Technician A, on thursday Technician B Is this possible?
sd6 cann't import user from AD which OU named with Unicode
sd6(build 6011) cann't import user from AD which OU named with Unicode(UTF-8).Cannot find any account. any suggestion?
SMS failure
After activating SD from the trial version the SMS feature quit working. Was originally setup to send an SMS to the head of the department and the main helpdesk person. I have verified, and reset the options on this feature a couple of times now and still messages are not sent when tickets are created. I know this is kind of an odd problem but any insight would be appreciated.
sd6 won't start - restore from a scheduled backup?
i found a folder with scheduled backup files, how do you restore back to one of those files?
Unable to configure notifications on task creations
Can some one please assist or confirm if this is a bug. I am unable to configure serviceDesk to send notifications when a task is created. The option is there but it doesnt seem to be sticking. For some reason, it will not save the configuration but that seem to be the only issue. Please assist.
Custom Columns Cause Screen Corruption V7
Hi all I have added a couple of custom fields to the Changes view. I tried to sort on them by clicking the header and now my screen view has become corrupted. It is only for my userid. Other userid's are fine in the same screen. How dow I remove any setting associated with my profile? Thanks in advance
How to delete personalised settings
Hi all I personalised the Changes view screen by adding a couple of udf's and making them visible. When I tried to sort by them they corrupted my screen view and now I cannot see any listed changes. How can I delete any personalised seeting which apply to my userid?
Asset and workstation inventory
Hi, does rel. 7 have a more robust tool for hardware inventory ? Is it agent based or still relying on the rel.6 engine ? We faced a lot of problems with it (also due to our wide area network structure) that would be solved with a software agent collecting data locally, and consolidating to the SDP server. It's the last kink we need to iron before implementing SDP as a group-wide tool for IT management. Thanks
Request Column Sort Ability on Product Screen
ServiceDesk Support, There needs to the ability to 1) click and sort on the column heading(s) in both PRODUCT and PRODUCT TYPE screens, or 2) the ability to apply a pull-down filter so only part of the list is displayed. Currently there is no ability to sort these columns on-the-fly while viewing the list or to view the list in a logical common group. Can you please add this ability to the next ServicePack release. Thanks, --pete
SD6 + TO SD7 + Upgrade
Hi guys, Sorry to be a pest but do we have a release date for the upgrade package? I read on another post that it may be mid to late Sept? Any info is appreciated. Oisin
Licence renewal
after and upgrade from version 6000 to 6011 there is a message coming up on the main screen saying that our license will expire in 24 days.. Do we require a new license for version 6011?
moving SD+ and OpManager from Debian to xp pro server ...
We are moving away from the Debian server and into Win XP pro in order to take advantage of the scanning and interoperability of these progs. The windows based OpManager and SD+ don't recognize our license files. Can you send us new license files for Windows please ... ?
SD7 Download
When downloading off the SD site it doesnt download SD7 it downloads SD6012 can you provide the link to SD7 so we can test before the upgrade comes out. Thanks Brett
Sending e-mail to technicians
Hi everyone, can somebody tell me if V7 can send e-mail to technicians if a request is assign to him. I have tried but it does'nt work for me. thanks in advance. Blertin
Restore windows backup file to linux (6008)
I'm currently working with support on this one but they seem to be very busy so I thought I'd try here as well as my problem is getting quite urgent. Had to get a new laptop (old one ran SDP 6008 on XP). It's running Vista Ultimate. SDP cannot work on Vista, this has been confirmed by support. So, I installed VMWare Player running FC7. SDP installs and runs beautifully in VMWare and is accessible from Vista's web browsers. Sweet, or so I thought. I cannot restore a Windows backup file to a Linux
Cannot login after restore the database
Hi, After restore of the database, the Services Desk not allow me to login. All the User ID and password that I know have been tried. But it still said "Username and Password is incorrect" Could anyone guide me to fix this issue? Many thanks in advance. Regards, Carmel Lee
Assets State and Assignment
Hi All, I know the issue with asset state going back to in store on scan is known (it is in the AE forum) but I wanted to put it here for other people who may search. Does this also affect the assignment of the workstations? Even though i have assigned users to the assets, the asset page still shows unassigned. i have auto assigned and even reinstalled the software. Cheers John
reports midweek to midweek
Hello, Our company reporting week runs Thurs-Weds - I haven't found a way to automate report generation because 'last week' will report from Mon-Fri. Is there a way to change this without having to manually set the dates for each report every week? Also - I need to generate seperate reports by 'group'- but the group option is not available through the filter - why is that and can this be done? Running SD 5.5 Thanks
SD+ 7 Evaluation Copy
I just downloaded and installed SD+ 7 to test and I'm having a few problems with it. 1. When I try and edit a workstation I get the following error. FAILURE :Database exception while updating the Workstation. Please report the problem to the system administrator, with the Error Code - 1,188,577,511,875. 2. Under Relationships - how do you remove one, such as a user. Another Issue here is if the User has a Dept. along with them the dept. shows up not the user in the Used By field. 3. I can't seem
update request problem
I use SDP 7 with build number 7001. When I want to edit a request and update some fields there is a prompt window "processing. Please wait" which appears. This windows stay here and no modification are available. So it's impossible to modify a request. Do you have some explanations or I need make some modifications??
Service Desk Plus Serice Fails
The service for Service Desk Plus Fails after running for a while. Randomly fails. I have set it up to automatically restart the service upon failure, but when this happens it keeps failing. The only thing i have been able to do to get it running again is to reboot the server. It might run for serveral days before giving more of the same issues. I have looked in the event logs and all that is there is everts that say "The ManageEngine ServiceDesk Plus service terminated unexpectedly." That is it...
Next Page