Accidentally deleted Robo technician
Hi, I accidentally deleted the Robo Technician account . How do I restore it? Kaare
Merging reports
Hello, I was just wonderign if it possible to merge two reports into one large report?
SDP 7.0 Enterprise - Bug, cosmetic only
Just been in the Asset Groups section, when adding a group some of the titles have white text on a white background, they're there but you can only see them by highlighting them Windows Vista Firefox 2.0.0.2
Bug in all versions of SDP
There is a serious bug in all versions of SDP that put on risk the Solutions Module. For example: If you add a topic of solution in root topic and inserts @#$% you will deface the solutions module. All versions of SDP is affected by this security hole. Thanks for your attention and Regards. Ren�
ServiceDesk crashes everyday at the same time.
Hi, I'm having a strange problem with ServiceDesk, and I've been having it since build 6003. ServiceDesk (once a day) will unexpectedly shutdown and I'm unable to restart it. They only way to bring it back up is to restart the server, which I would like to avoid. I'm currently using build 6008 and I'm hesitate to upgrade, unless it clearly stated on the build description that it will fix unexpected shutdown of ServiceDesk. Listed below, are Windows 2003 Event Log error regarding my issue: Source:
Software Reports off Network Scan
I am trying to Find a report in SD that will show all managed software and the system that it is installed on. I can not find this feature. Am I just missing it or is that not a report that can be run? Thanks
Windows Vista
Will the network scan work for scanning windows vista computers? Or is this av feature that is being worked on as we speak? If it's not working already, when can we expect it to be working?
ROLES
I am happy for an SDGuest to be used for all requesters, but a requester must be able to research and ask for an asset to be bought - i.e. a PO. So when I went to ROLES and looked at SDGUEST I tried to add PURCHASE to this and of course it is set to READ Only, I can understand why it can't be deleted, but we woudl have to ask the Requester to submit a request, then a technician would have to translate the request into a PO. When infact the User raises the PO for approval by the technician. In a society
Tracking conversations
Hi, Is it possible to set SD+ to automatically track email replies from customers to a request into the conversations part of the request within the ticket? - in a similar fashion to the way in which it tracks any emails sent from within the request ticket. Also I do not really want people to be able to raise a request automatically by email, is there a way in which this can be stopped without affecting the other incoming emails? For Information; I have attempted to do this by enabling the mail fetching
vrsion 7 upgrade
I just want to make sure there is a upgrade path for version from 6.x and using mssql?
ServiceDesk Plus Release Announcement - 7.0 release
Dear Users, We are glad to announce ServiceDesk Plus 7.0 release. ServiceDesk Plus is now available in three editions, viz * Standard edition * Professional edition * Enterprise edition. Please find the comparison chart across editions at manageengine.adventnet.com/products/service-desk/sdp-editions.html . SDP 7 can be downloaded from manageengine.adventnet.com/products/service-desk/download.html . We are working on upgrade pack. Existing SDP customers, please bear us with the delay. Once the upgrade
Technician ID's
We have had a turnover of several technicians in the system. We will delete the old one and add the new one. I just noticed after adding the latest technician that he now has closed requests assigned to him even before he was employed by our company. My question to you is what piece of information are you storing in a request's main record to tie it back to the technician record. What ever it is, it appears that you are reusing this id for new technicians as they are created. This is bad for us.
Version 7?
I've been like a coiled spring all week! Seriously though any update would be appreciated as we have purchased service desk 3 weeks ago and I've been holding off installing it until version 7 comes out. Any information would be appreciated.
Importing Requestors from CSV
I already have requestors created in SD Plus and I would like to import additional users from a CSV file. In Step 3 of the Import Wizard, it states that "Existing data will be overwritten and new data will be added." Does this mean that all of my existing users will be overwritten? Or does it simply mean that if I have an existing user with the same login name, that particular user will be overwritten? Is there any way to export existing requestor information so that I can easily compare my potential
Can I get an auto responder for emailed requests?
Currently we have the system configured to automatically assign all incoming email requests to a technician in the system. What I would like to do, but haven't yet found a way to do, is to reply to the sender of the message with a blurb that says your ticket has been assigned to X, your ticket number is XXX so that they can track it on their end?
DB Rebuild/Reindex
I am getting ready to upgrade from Build 5507 to v6. I intend on doing a complete backup prior to the upgrade but wanted to know if there is any way or need to reindex the DB before the upgrade. This has come up because I have noticed when people reply to a ServiceDesk generated email, the replies are not being merged into the original issue even though the original issues's ID is in the subject line of the response. I am not sure how long this has been going on but am concerned about compounding
Adding and Modifying new Categories
I have been modifying and adding in new categories within the Help Desk. By doing so, all the existing calls, open and closed, have all changed to the same cat category. Can anyone please help on this matter? Cheers
Don't show login details again
Hi, I know this must be an easy fix and have already been logged, but I can't find it on the forums. How do I get rid of the login details on the front page. IE7, cache cleared, still will not respond to clicking on the link. Assistance is appreciated. Thank you
Language problems
Hi, I've downloaded and installed ServiceDeskPlus FreeVersion, in order to test it. I can't choose my language, since i see no "Change Language" tab in the "Personalize" pop up window. Is this correct? i mean, if you want to localize your installation you need the trial version? Thanks in advance.
report request
i would like a report that would let me view all computers that do not have a particular peice of software installed.
Help Desk Standard Edition
Hi Good news that the version 7 is going to be released. Would you be releasing the Standard Edition of the Helpdesk system PJS
Time spent not showing up on Requesters screen
Is there a way to make it so a requester can view the time spent information on the request? As it is now only the technician's can view the time spent information. The requesters are able to view the resolution but not the time spent. It doe not show up at the bottom of the request. Please advise. I included a screen capture to show what I am missing.
SLA escalation before resolution time elapse
I would like to setup a SLA where a resolution time is 5 days, but would like to escalate 2 days before. How would I setup SLA using escalate before 2 days? There is also a similar setup for SLA where a matching request should be resolved within 1 day; however, need to escalate within 1/2 hour, i.e. setup escalation before 23 1/2 hours.
New Builds - Notification?
Hi, Can we be notified somehow when new builds are released?
can't send mail from advent net to users
action fails when sending mail from advent net to user. all provided solution not working.
"Bulk" assigment of Assets
SD+ ver. 6010: Is it possible to make a Batch-assigment of Assets to e.g. a department? - As far as I can see you have to assign each Asset individually.
Expiring (Disposing of) Assets and-or workstations
What are people doing in SD+ as far as getting rid of equipment? Are you just deleting the assets and/or workstations, or maybe assigning them to a department code (maybe call it "Expired" or "Donated" or something)??? I started using this tool just to invnetory computers, but now I'm trying to really keep good track of all hardware...
Need to Delegate Access Level Role for Requesters Module
ServiceDesk Development, We would like to see additional roles added that address Access Levels for the Users module. We need the ability to delegate control to some technicians, such as Helpdesk personnel Tier1 support, the ability to modify details of users profiles. Currently the only role is SDAdmin that has the ability to edit users and this is not an option to grant some or all users this access level just to change a users phone number or address. Thanks --Pete
Modify Closed Request Date
Advent ServiceDesk Support, Is the there a way to go back on a closed request and change the closed date? This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved. Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option
Edirectory Authentication?
I recall requesting Novell eDirectory Authentication in 2005 and it was stated that it would be available very soon. Is this available or will it be soon? Will the new Robo Technician work with resetting passwords in eDirectory as it does in Active Directory?
400 Bad request after updating to 6010 HELP!!
After upgrading from 6008 to 6010 im getting 400 bad request when trying to access the site. I can telnet to the port that the webserver is running on however thats it. There does not seem to be anything in the event log that would indicate an error. Need to get this sorted asap. Thanks Brett
PLEASE give me a Picklist in search for a solution
I have lost count on the number of times I have asked for a soltion picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Re-post due to no answer...PICKLIST PLEASE for call closure
I have lost count on the number of times I have asked for a solution picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Tab "My Details"
Hi, I have created manual roles for technicians but when i do this the technician is missing "My Details" in there profiel. The SDGuest has this and could if wanted update there profile. Is it not beter to give all the roles this info, as a technician is also a employe. I have tested to give tech the SDGuest and also the Technician role but that tab is not add in his profile. Second is why should guest user can update there profile as AD has the main info. If employe is moving to other department
Inactive Status
Hi all, I Can inactive a status in service desk? How i can do it? build 6010 Fabrizio
Adding New Assets
What is the difference between Product Name and Asset Name. If I have 10 copies of Office 2003 then the product is MS Office 2003 but so is the Asset Name. To top that the Asset Name is a unique field so I would have to make each asset name MS Office 2003-1, 2003-2 etc. If the asset name is unique then whats the value in having a non unique alpha-numeric string called asset tag, which is a unique value by itself. As I drop down through the fields I hit Expiry Date. Again I am unable to determine
Service Desk Plus - Service blank page
Hello, About 3 days ago our SD+ started serving the following blank page every morning. <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=utf-8"></HEAD> <BODY></BODY></HTML> The current solution is for someone to log into the server and Stop the SD+ service and Restart. The server is Windows 2003 R2 with current Patches. SD+ is build is 6010. Attached is the support file. Thanks :Mark
display all conversations query
hello, just to let you know that i made a query to list all conversations made by one technician for a given period. hope it'll be useful to someone. select F.FIRST_NAME 'Technician', F.USER_ID, C.WORKORDERID 'Ticket', A.NOTIFICATIONDESCRIPTION, DATE_FORMAT(FROM_UNIXTIME(notificationdate/1000) ,'%d-%m-%Y') 'notificationdate' FROM notification A INNER JOIN notify_workorder B ON a.notificationid=B.notificationid INNER JOIN WorkOrder C ON B.WORKORDERID=C.WORKORDERID LEFT JOIN WorkOrderStates D ON C.WORKORDERID=D.WORKORDERID
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
POP3 Authentication Error
Hi, I get the following message when trying to set up Mail Server Settings: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. Ive checked all of the settings twice, server/username/password/email address. I believe it has something to do with our server having SSL setup, it is not an option to disable this. How do i set up SD+ to use SSL when authenticating with email server.
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