Using own mysql database(localhost)
Hi, In SD 7 the mysql server is used that is included in SD 7, but now i have a problem doing insert i some tables. insert into approvalstagemapping values (100,120) When i do above i get error that it is not possible, when I copy the db in my own sql database. The version of mysql I use there is 5.0.45 and there I can insert without a problem. The error message I got when using mysql from SD7 is: Error Code : 1216 Cannot add or update a child row: a foreign key constraint fails After this I have
Big Brother
Is there a way to get BCC-ed on all incoming and outgoing Service Desk emails\Notifications? I could look through reports to keep an eye on the status of things but it would be much easier if I could just get emailed when a request is created/sent for approval or closed. I'd say there needs to be a Manager Role added but I'll save that for my 6 Month Feature request post.
Where are the new manuals for Version 7.0
We cannot properly install, configure or evaluate the program without proper instruction, can we at least get the online version up on the new features.
SDP 7.0 Enterprise - Change Approval Status
Can we please have a run down on how this works, I've created two test changes, one was automatically approved, the other wasn't and I can't find how to either set automatic approval or change the approval status manually.
SDP 7.0 Enterprise - Enhancement Requests
I'll keep adding to this as I go through the new product, understand that I commend you on an excellent upgrade but just think with some tweaking and minor improvements it could be awesome. Support Contact Address Book I've started a picklist custom field for this but its not very efficient. I'd like to see and address book so that we could assign support contacts to requests, problems etc to enable the easy lookup of support phone numbers, also would allow the ability to "Forward Request to External
Possible Bug - SDP 7.0 Enterprise - Change WorkLog
When creating a worklog, if you change the time away from the current time it loses this information, even if your go back in and change the time back to the current time it still won't display. If you don't change the time it works fine
Indentifying users in a workstation Scan?
- I just made my first domain scan using SD7, and was wondering why the userID on the identified workstations isn't found?. - Since SD7 can see a lot of other config. (HD,RAM Machines Serial# etc) then how come it does not return a userID as well?
Resize logo
Hi, I want to change the SD logo to our Co's Logo. I have already import our Co's Logo. My Co's logo was in square size, but I notice that the SD logo was in rectangle. So, after import my co's logo, it resize in a rectangle. Can anyone tell me how to fix the logo size to be the one as save in the uploaded image, which for my case is in square size? Thanks for everyone in advance. Best regards, Carmel Lee
Backup / Restore
Having a run at rhe new version. Played with 6.0 a little but was waiting for release of 7.0 Now that everything is running fine (so far) the questions begin. Of course my first item is backing up since this is more important in my books. I see there is a method to backup the database etc but I was unable to find any automated restore methods. Also, does the backup allow you to move to another server then restore at the new location and continue as if nothing changed. Cheers Mark
Possible to hide Purchase tab?
Hello, Is it possible to hide the purchase tab? Thanks!
Is there an incomming mail cache?
Is there a place where incomming mail is stored that I can clean up? I originally setup my incomming and outgoing mail on an account that had an auto responder, now I find myself recieving a lot of trash every time the fetch takes place. I have since turned off everything in the notification rules but they continue to come in and the content of the mail is from that account I originally used. Anyone have any ideas? Thanks
Add Business Rule
Hi, When i create the follow Business Rule the service request will not put in the right group. Rule info What a new request arrives; * Request type is "Service request" Match the follow criteria; * Change status to "Wating for aproval" * Place in group "Not Aproved ServiceRequests" * Assign to "Aprover" The only thing that he is not doing is add RFS in group(update status and assigning going ok). The reason why i want to add RFS in group is that we do not want to have RFS without group info(better
BugL SDP 7.0 - Urgency descriptions point to changes instead
Name Description Urgent This Change require urgent action to be taken High This Change has urgency level high Normal This Change has urgent level normal Low This Change is low level urgency
Security Masking
With SD 7 Plus beta I have a suggestion relating to masking. While I appreciate that this is designed primarily as an internal tool, there are times wheren you want to quarantine information from one group of users vs another. For example if you have a large company with different divisions, and you have proceedures on how to access say local proxy servers or local mail servers etc (in the knowledgebase) it would be good to be able to mask or set some permissions on accessing this content so you
Workstation/Asset CSV Import in 7.0
Hi, A quick question - is the Location field in the field mapping screen suppose to map to the Site field under the Assets / Workstations screen? If not, what are they for ? Thanks, Wayde
Migration from Asset explorer to SD +
Hi Support. I am currently evaluating Asset explorer 4.0.4009 i have some 250 assets in that. is there any way i can migrate this to Servicedesk plus 7.0 enterprise. i dont wish to maintain two diff softwares when i can use only one for the purpose. Regards Prasad
Bugs report for SDP
1. Default value don't work when user send e-mail to open request 2. Cannot click back and forward between Request and Resolution tab. The message that you type will disappear. 3. Workstation ID haven't change when we change requester in edit mode 4. Cannot remove attachement when forward request. The recipient will get all attachments with ticket. 5. Cannot change font format in approval dialog whenever you change its go crazy
Scanning a seperate domain from the native one
At our facility we have two domains, we'll say A & B. Domain A contains the ServiceDeskPlus server (v6). Now I am trying to scan Domain B, and I can get service desk to connect to see all of the OU's but it fails when I try to perform the scan. From running netstat while I do the change it looks to me like service desk is trying to connect using NETBIOS names, and not the FQDN, is this the expected behaviour?
Bulk Moving users and workstations to a department
Dear all It would be of great help if you could assist me in doing the following task. Right now i am in evaluating phase of SD Plus and found it very attractive. 1. Moving the workstations or users to a particular department simultaneously..I know i could not do it using the webinterface.. I wonder if this can be done by logging into the MySQL databse.. Otherwise it is hard to move more than 1000 users one-by-one 2. If I have made a user or a workstation part of a depatment, whenever the request
New Request -- Field on right compressed
On the new request form I have a problem where a custom field is appearing in the right hand side of the "Category Details" section compressed down to about two characters in width and it is very difficult to use and read. Please see the attached screen shot. The field ("Project Number") needs to be wide enough to show 12 characters. The fields to the left of it do not need to be anywhere near as wide as they are currently appearing. Is there a fix for this or a work around I can use? The field is
Missing Wrapper.exe in SD+ 7
I think the file wrapper.exe is missing from the installer. I've installed the SD+ 7 package. But the service didn't install. I know I can run sd_service.bat -i to install the service, but when I do it telling me that Wrapper.exe does not exists. '"C:\AdventNet\ME\ServiceDesk\bin\Wrapper.exe"' is not recognized as an internal or external command, Looking in the install logs, I don't even see it being installed. All I see is. Extracting bin\wrapper Tried to copy that and rename wrapper.exe. That didn't
Discovering Printers
Hi, Version 6 of Asset explorer used to find printers when running a Domain or Network scan, I have recently installed version 7 on a new machine but it will only discover workstations. I have also had to add my routers & switches manually but I only have a few of them whereas I have about 40 printers throughout the company. Any ideas as to why this is? Kind Regards Neil
Viewing Resolution
Hi, Is it possible to get RESOLUTION entered by Technician while generating Reports Thanx MG.
Display Deparment on Requests List Page
HI Is it possible to display the deparment name on the Request list page. I know its displayed when viewing a request, but we need to display it when listing all our requests. If its not a option, is thre a HTML work around? Our company really needs this option. Thanks
Difference Between Asset and Product
Hi, What is the difference an Asset and a Product? When I use the Purchase module, it will only let me order an Asset. So, how do I use a Product? Thanks! Brian
6011: Editing Notes Bug
Hi Noticed on a few requests now (6011 and below), when I go to edit an existing note, a blank "white" window appears (no data). Anyone else notice this? :)
Install Service Desk Plus 7 with MSSQL
hi I cannot succeed installing service desk plus 7 with MSSQL. The installaton went fine but no db has been created. Here is the content of the dblog.txt file C:\WINDOWS\system32>set wdir=C:\WINDOWS\system32 C:\WINDOWS\system32>set PRO_HOME=C:\AdventNet\ME\ServiceDesk C:\WINDOWS\system32>set DB=mssql C:\WINDOWS\system32>set DB_HOST=localhost C:\WINDOWS\system32>set DB_PORT=1433 C:\WINDOWS\system32>set DB_NAME=domainName\administrator C:\WINDOWS\system32>set DB_PASSWD=xxxxxxx C:\WINDOWS\system32>if
Problems upgrading from verion 6000 to 6008
I've just gotten SD+ 6.0 to install on my server and it's working fine. However, when I tried to apply the hotfix 6008, I stuck at the screen below for long time without going any further. Could anyone assist?
Hotfix 6010
Hi, The latest hotfix to version 6.0 is now 6010. You can download the latest hotfix from http://www.servicedeskplus.com/service-packs.html Issues fixed in this update : * Server was not getting started after upgrade is fixed Mail us if you face issues with the upgrade. Rgds Karthik ServiceDesk Plus technical support team.
Hotfix 6009
Hi All, Version 6.0 now comes up with another hotfix. The latest build version is 6009. You can download the hotfix from http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix is available in the same URL as above. Here is about more than a couple of dozen issues fixed in this hotfix. * Data restore was failing due to presence of ^@ characters in backup files is fixed. * Duplicate entry error was thrown while restoring data is fixed. * \r\n characters where present in
Version 7.0 Beta Release
Hi All, We are here again with an update.... A beta release of version 7.0 has been done and the same is available for download from http://manageengine.adventnet.com/products/service-desk/download-itil.html Features in this release include : Problem Management Change Management Configuration Database Management Have a look at these at our online demo @ http://itildemo.servicedeskplus.com/ Use "demo" as the username and password to login. Post your feedback and suggestions. Rgds Karthik ServiceDesk
AutoPopulate Workstation field during self request
I can't see if this has been asked before, but is there a way that you can have the workstation name be pulled from the computer variable when someone is putting in a request? IE, if a user goes to the self service portion and starts to enter a request, rather than pulling down all the workstations in the company, it keys off of %computername% or something and auto-populates that into the workstation field? That would be really cool if it is even possible.
workstation contract tracking & budget
Is there currently a feature or trick to track workstation as an asset so that we can track all the contract expiration dates and costs to it as well. Most IT departments purchase desktop/workstations and often times purchase maintenance contracts with each system new. We would like to be able report all workstations going out of maintenance and plan for a refresh. Also if there will be an option track maintenance cost for contracts by a specific time period (for example yearly, quarterly, monthly)?
Software deleted from workstation in Service Desk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Software deleted from Workstation in ServiceDesk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Notification e-mails
Hi, In version 7 Beta when you create incidents and services you can let send notification to the requester. These rules are not adjustable, is it somehow possible in future that we self can do adjustments? Here example what our company is doing; Request of service � Requester creates Service requests � Manager department gets mail to approve this request. � When requests is approved the department who can do this request takes it up. � If Manager not approves the request the requester gets mail
Purchasing additional nodes and explanation of a node
Have just installed the trial version and have run into the 200 node limit but have over 600 assets imported
Deparment as Required field
Hi, How do I configure SDP so that a "Deparment" is a required field when creating a request? Thanks
SMS
Support: Is the way SMS sent in ServiceDesk Plus different from the way SMS is sent by OpManager? I noticed that you don't have in the admin tab a way to configure the SMS server. Does this mean you don't need a GSM Modem? Mon Aguilar
error when configuring mail server: incoming email
Hi folks, I'm setting up a relatively new installation of ServiceDesk+ 6, build 6011 (already had data in the system or I would have went with version 7). Anyhow I'm trying to setup the mail server settings for incoming mail. outgoing mail works fine. Our email server is Exchange 2003, I setup the incoming settings for imap, with an account created just for service desk, and previously initialized via an outlook session (so I know the credentials are valid and the email works outside the system).
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