Multiple entries in categories
Hi all. Is it possible to quickly enter the same sub categories under a number of master categories? Before the latest category structure it was possible to have top cats as: Windows SBS 2003 Windows server 2003 Windows server 2000 with operator error system error hardware error as the sub categories. All of the top categories could have a pick from the same sub category. Not idea (the current structure is much better) but useful for certain entries that need to be available in each sub category.
Logging jobs via email in V7
Can someone please tell me if Version 7 supports the automatic logging of jobs by incoming email via SMTP? Or is it still only restricted to POP3? I do not want to go to the effort of enabling POP3 on my Exchange server if I can just wait a few more weeks for the V7 upgrade....
How can I get a demo copy of Enterprise version 7?
I installed what is supposed to be the Enterprise version of version 7 demo, but I don�t think it is the Enterprise version. For example, version seven is supposed to display the �request type� field in the �request details� section, but it does not (see screen shot). I downloaded it from here: http://manageengine.adventnet.com/products/service-desk/download.html?trial I selected "enterprise" version when I was installing it. Am I missing something? Thanks.
PROBLEMS WITH PURCHASE ORDER APPROVALS VERSION 7
Hey Guys, Anyone experience any problems with the PO process in servicedesk plus 7? We submit the PO for approval to someone, but when they open the PO it doesnt give them the optio to approve, just submit for approval????? Thanks
After Upgrade to 6011, the service can not be starting
We made a upgrade form 6007 to 6011. The installation was ok. After that we want to start the Service Desk Server under Program Files. It is nothing happen and the Server isn't start as a Service. We can start the DB only with the cmd and run.bat. What could be the reason? Regards, Andr� Jordi System Engineer Sulzer Werfo AG Switzerland
SD+ V6 randomly crashing
Our ServiceDesk randomly crashes. When this happens we need to manually shutdown the MySQL service then launch ServiceDesk from the start menu again (or just restart the server). I have this event in the wrapper.log each time it happens: INFO | jvm 1 | 2007/08/26 14:33:52 | Exception java.lang.OutOfMemoryError: requested 2599568 bytes for Chunk::new. Out of swap space? ERROR | wrapper | 2007/08/26 14:33:58 | JVM exited unexpectedly. The machine has 1gb RAM (with at least half still free) and approx
Categories Question
We have been making changes to AdventNet with regards to Catergories, Sub-categories, and Items. I�ve in-activated several categories and sub-categories. Now when I pull up a New Request, the inactive categories are not included in the drop-down selection for categories, but the inactive sub-categories still do show up in that drop-down list. Is there a way to ensure that inactivated sub-categories and items no longer appear in the lists? Thanks in advance.
Problems with links in plain text notifications
I use plain text notifications an I can't put the following link working as it should: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * When the user receives the message it only assumes the first part os the text as the link and it look like the following sample: mailto:supp@net.pl?subject=Reopen ticket * $RequestId * Then, if the user click this link i only get "Reopen" on the subject of the mail message. Is there any thing missing? Thanks in advance
Custom Menu in ServiceDesk
What I need is a way to add a custom menu tab in the main ServiceDesk screen, next to reports and such along the top. I realize this code is auto generated in the javascript what I need to know is where, or possible if it's possible for you to add a way for us to put a link there. What we need is a tab where I can have it show a web page that has custom reports that we have written in crystal reports as webpages. My alternate solution is to host servicedesk within an iframe of our own website and
Download old Version
How can I download an older version. I need to install version 6.0 for Linux. Regards,
SLA and operational hours
Am using version 6.0 build 6006. Our operational hours are Monday to Friday 08.30-16.30, yet we have calls listed with a due date for completion on a Saturday and others due at 6 am???
Colour indicate HIGH priorities
We have two major priorities amongst our list of priorities; CRITICAL and HIGH. When a request is assigned with a critical or high priority, is there any way of colour indicating them so they stand out on the technicians / administrators page?
FAILURE :Database exception while updating Asset
I made 3 copies of an asset and then went in to update the copies with details. I was able to do one update in Assets but the second one gave this error. FAILURE :Database exception while updating Asset. Please report the problem to the system administrator, with the Error Code - 1,184,922,567,189. Can you advise as to what the cause is? Regards john
Pick lists have disappeared again
v 6011 I have been adding some extra entries in one of our customised pick lists and now all entries in the two customised picklists have disappeared. We need to get these back pretty urgently and as there are about 80 entries in one of them, we don't want to retype them if possible. Also as one of these field has to be completed in order to close a job, we have a problem closing anything down. Thanks in advance.
Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Asset management
I have imported the users from active directory. Autoscan result shows some failure and it fetch some duplicate results.can anyone tell me how it can be removed ?? another problem is how can I manage my workstation and other assets in some grouping order. ? Thnx Jhon
Customize Technichan Template - add notes
We would like to have the option to add the notes history of a request to this template Configuration Wizard->Helpdesk->Notification Rules->Notify a technician->Option Customize Template Do you think that this is possible? If so, how can we customize it? Thanks in advance.
Import Users from Child Domain
Hello, I am having problems with the Import Active Directory User. When I import users from a child domain, it will replace all users with the same username that are already in SD+, and that where imported from other child Domain. Can anyone help me?
Pending approval status
Hello, Now I can see a request status (open/close/on-hold) without going into this request. But How can I see the pending approval status in the home page of the Request without opening it? Thanks.
Multiple Sites - Single Technicians
Hello... My organization is using Servicedesk Plus V6.0.0 Build 6007, and I have a setup problem. We have multiple sites but only one technician per site. Is there anyway I can get business/notification rules setup to examine the incoming request and have it sent to the correct technician based upon the location of the request? IE: Requestor1 sends a request in, and Technician1 gets it in Building1. Only Technician1 should get an e-mail notifying him of the request, not all technicians in all locations.
Can SLA bind to another date field instead of created time?
I insert an additional date/time field in the request called "Fault reported time" and will like SLA to bind to this new date field, instead of request created date. Is this possible? Cause I may not be able to create the request on the spot when fault is reported. And my SLA is bound to fault reported, not request created. Thanks.
Problem with SD+ Pro Version 7 Install
Hi all, I have been trying to do a fresh install of the V7 SD+ pro software, but have had trouble getting the ServiceDesk service to start. I have downloaded the V7 file from the website and run through the installation wizard on my Win2003 Server. It all appears to install smoothly, however crashes when trying to start the service after the install is complete. The server runs SQL2000, my preferred choice of DB, as well as the most recent version of Java. I'm getting 2 Error messages in the event
Download version 6
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Sending email failed Reason:530 5.7.0 Must issue a STARTTLS
I tried to set up mail accounts in both the General and Admin areas, but have had no luck sending any emails. When I tried to use pop.mail.yahoo.com or pop.mail.yahoo.com.au I got Sending email failed Reason: socket error. And then tried setting up another account with pop.gmail.com and got Sending email failed Reason:530 5.7.0 Must issue a STARTTLS command first k13sm1668484pyf I am receiving emails OK. I just can't send any! Any ideas what I should try next? Ray Bergmann
Feature Request: Custom Fields For departments
Hi All, We've been using service desk in our IT department for a little over a year and it works great. However there is one thing that is preventing our other departments from coming aboard: Custom Fields. Service desk offers them but once you add them, they appear for everyone regardless of what department. For example in the IT tickets, we have workstation as a Mandatory field. This doesn't apply to other groups like Logistics or Fleet Management. Likewise if Fleet needs a required custom field
Replying to email
Hello SD Plus, It would be usefull if when replying to an email that the history of the email is left in the body of the message. Currently its just a blank email which sometimes the user cannot remember what the conversation was about without having to refer to the older email. Thanks, Chris
Phone Central automatically opening tickets in SD
Hello, Web and e-mail generating tickets are great, but i've made several implementations in several customers and the main problem of adaptation to a tool like servicedeskplus is that users almost always prefer to use the phone to ask for help, making the transition period kind of dificult in medium to large scale implementations. If it was possible for somekind of "plugin" or "addon" to servicedeskplus that allowed it to interact with phonecentrals would be a great feature for most of my companys
HotFix 7001 Released
Hi, The hotfix 7001 for ServiceDesk Plus 7.0 has been released. For your kind note : This hotfix is for customers who are running 7.0 version only. 6.0 customers need to wait for the upgrade pack till next month. You can download this hotfix (7001) from download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_1_0.ppm Issues fixed in this update : * Change Tab not displayed in Non-English OS. * Requester's assets not populated in the New Request form
Moving the installation
I need to move the installation to another drive on the same server. Can I copy the current directory, uninstall and then reinstall the product and finally overwrite the new install with the old data?
Can't Change Problem Status
Hello, Servicedesk is no longer allowing me to change the status on requests. Once requests are changed to On Hold, they will not change back to Open. The web interface simply freezes and does nothing. I've read that others have had this problem with earlier versions. Any thoughts here? Build- 6011
Upgrade from V6 to V7
We own a 20 Tech license for V6. As far as I understand it, this entitles us to an upgrade to a 20 Tech installation of V7 Professional, however with unlimited Nodes. Is this correct? Do I need a new License file for this, and if so how do I request one? Or can I just run the V7 upgrade pack over my V6 installation and all will be good? And also can someone please confirm: If we upgrade to a 20 Tech license of V7 Enterprise, we only pay the difference in cost between V6 and V7 but still retain the
Time spent: 12h = 0h Bug (v6 and v7) ?
I create a time spent entry on a request and I say that the time (say, 1 hour) was spent at 12:23 (means midday + 23 minutes). The time associated with the entry becomes 0:23 (midnight + 23 minutes). I have detected this behaviour on v6 (6006) and v7-entreprise. Is it a bug ? If so, will it be fixed ? Guy
SD+ v7 Standard - service doesn't start after fresh install
On Linux, I exectute the installer. If I choose to evaluate the Pro or Entreprise version, it works correctly. If I choose to evaluate the Standard edition, the install runs fine but I can't start the service. It tells me to refer to log files but doesn't tell which log file. I have read all the log files I could find and there is no error message, just normal statements. Did someone succeed in installing the standard version ?
Use parameters on filters
We need to manage the requests by department and send an email to the person responsible once a month. I know we can do this by creating a custom view in the requests and send a custom report by mail but we need to do this for each department and that is not viable because we manage more than 60 departments. I think that the custom reports and custom views are a good feature but it should let us make it ask parameters at runtime. This way we would only create one custom view to show the pending requests
Syncronising / Caching Service Desk
Good day, we are installing SD7 on a client site and would like to "Backup/Syncronise" their database to our site accross a diginet line. Has anyone done this before or are there guidelines to do this.. all help is appreciated.. Warren
Shared categories in V7!?!?
I�ve ha d a quick look at V7 because the change control features are of interest to us (as a current v6 user) Unfortunately it seems that you are using the same category list in change control as you do the ticketing system. Like most users we use the ticketing section categories in the self service portal to drive business logic and make the user experience simple. The issue with sharing categories with the change control section is users will now see a whole raft of categories that are very technical
How to correct translation on SD+6
We have SD+ with Portuguese language and notice some lacks in the translation. Some things are still in english and other have a incorrect translation. We need to know if it is possible for us to correct this errors, and how. Thanks
Specify Starting RequestID
Is there any way to start the requests from a specific RequestID. We were using a different Helpdesk solution, and have now moved to SD+, we need to keep our RequestID's from the old system as they were used as order numbers with our suppliers. We need to start SD+ from RequestID ##8000##
Domain pass-through mystery solved
Okay, I think I finally figured out the problem with domain pass-through getting disabled. When SD+ first starts up, it launches your web browser to the login screen. The problem is that the browser is launched under the local SYSTEM account, which is generally reserved for system services and background processes. This account has no domain privileges, thus domain pass-through fails. Additionally, it appears that attempting to enable domain pass-through while running under SYSTEM does not work.
Active Directory Import of Requesters
I have schedule an import of Active Directory users for every day and Saved the Schedule. But my concern is, how will SDP know which OUs that I want to import from? When I do this process manually, I can select specific OUs. Will SDP know which OUs that I want to import from or will it import EVERYTHING?
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