Anyone upgraded to 6009 yet?
Just curious whether anyone has gone for the 6009 build yet? We're still holding back on 5506 & would like to upgrade, but scared as hell somethings gonna break... Thanks, Tony
Error importing AD users - non-english OU names
I have "General failure while performing the operation." error while importing AD users. This happens only if non-english (russian) OU names are checked. Importing users from OU named in english works fine. AD - w2k3 mixed mode SD - 6009 clean test installation
Notify requester when request is updated/closed
Hi, My issue lies with the notification rules set out in the admin panel. I have a couple of queries, firstly why does the requester receive 2 e-mails whenever a request is closed (One update notification, one closed notification) and is there anyway to stop this? Secondly is there any way to trigger e-mails when certain criteria is filled, i.e when a custom field is edited for a request then an e-mail is sent out, but not if another field is updated. Oh and by the way, good job on the product. These
Running Multiple AdventNet Apps
Ok - I really like the features in several AdventNet Applications and would like to try to setup these apps on a SuSE linux install: 1. ServiceDeskPlus 2. Zoho Virtual Office 3. OpManager 4. OpUtils My questions are: Is it possible for ALL of these apps to use the same copy of all the common components (MySQL, JBoss, JRE, etc.)? Finally, is there a problem running the Linux Server version of OpManager and ServiceDeskPlus and being able to scan Windows clients successfully without using a domain?
Need training on Asia PAcific
Dear All, I need reliable vendor to give training on SDP,OPM and Asset Mnagement on Asia Pacific, pls inform me. Regards ABthea
Ports associated with RPC server
I am having a problem accessing to computers within a domain and it is giving a RPC error. Do any one knows what are the ports to be opened to let computer be scanned. Thanks
Network Scan: Kills one PC
Out of 53 or so workstations, mine always errors when a scan is conducted. "Generic Host Process for Win32 Services has encountered a problem and needs to close..." After which, the PC auto restarts as the PDC or whatever service has stopped/crashed. Any idea why this is happening and how I can stop it, it's only happening on mine, an HP Windows XP Professional, it is the only one of it's model, but we have other HPs and all are Windows XP Pro.
Custome Query Report base on time spent
Hi How can I run a custom query base on RequestID , Description(the text box in the add time entry window) , Technician , CompletedDate? or is it possible to run a normal report base on fields mentioned abow? for you information the description (multi line) text field is different as same one in new request window.
Change Control feature
Hi i was wondering if we could get some sort of change control, it would be simular in the way of the new purchase, where when it is filled in , it will be passed to a technician or group to be approved and passed back once accepted. we need to be able to customize the form to an extent, need to be able to define some sort of processes as well. do you currently have something like this indevelopment as it seems to have everything else but many thanks
Add "Resolution" field in Report
If we create a costumize report, we can show many field like tittle, requestor name, technition name etc. How to add or show " "Resolution" field in costumized report...?
IE Title Bar and SD+
Currently our version of SD+ has "AdventNet ManageEngine ServiceDesk Plus" in the Browser Title bar. Are we able to customise the Title Bar? We'd like to put something like "Company Name Service Desk". Many Thanks David
Report showing business hours time taken to complete tasks.
I would like a report that shows me the average time each technician has spent on requests by priority. I am failry sure the query below does this to get it I - Created a Matrix Report for requests - Showed technician down the left side, priority across the top and Summarized columns by average of Time Spent - I then filtered to show only completed requests for last month This is the query I get when I show query from the result. Can anyone - Confirm to me that the results should show in hh:mm:ss
Role Definitions
I'm a Newbie, hello to all. I need a little information today. Once I've defined a Requestor how do I restrict that user to a specific role. The user should not be a Tech or A dmin, but only have access to say purchases, as an example. Please advise and Thanks in advance. :roll:
Multiple Emails Sent
I'm currently trialing SD+ and in the notification rules, I have - Acknowledge Requester by Email when the request is updated and Acknowledge Requester by Email when the request is closed selected. Upon saving and closing a job, the end user receives 2 emails. One stating the job is updated and a following one saying the job is now closed. Is there a option so when a job is closed, they user only receives the 1 email - besides turning off the Acknowledge Requester by Email when the request is updated
Custom Fields
I've added a field for the employee's division to both the requester and the request templates (pick from list). When they add a new request, is there a way for it to pull that information without they having to manually fill it in? Thanks!
SDP7 release date?
Hi, I am planning to use SDP for a large company as I could see pretty good features. The current version (6.0) does not have different editions for different sizes of enterprises. I would appreciate if anyone can provide some info about the roadmap of SDP7 with timelines with its capabilities Best regards
Reporting averages??
Hi Guys I am a complete newbie at ServiceDesk so forgive me if I am about to ask something that has already been answered. I am using version 5.5. I'm trying to get the average time spent per request in a particular priority. Eg. 10 requests @ High Priority = avg. 15 mins per request That sort of thing. Can it be done in system or will it have to be an export and then beat it into submission in Excel or whatever? Thanks very much in advance for any help you can give me :) RS
Purchase Order Fields
Does anybody know how to make the PO Name field appear on the final purchase order OR add a customized field for PO Description that will appear about the items area? BTW - I'm using SD+ 6.0.0 build 6008. Cheers David :D
Status List how to change Language
Hi, iam customizing the options of the form for support changing fromenglish to spanish. in the status list i have 3 options: On hold Open Close I need to translate from english to spanish but i cant because this items are not editable. Cant this be done? Regards
Requests page
Requests for enhancements: 1. Have an option of how many requests to display on a page 2. add a set of arrows at the bottom of the page to get to another page (rather than having to scroll back to the top to do so) 3. If you are on page 2 or more, and you go into one of the requests, and then back to the requests list, it takes you to page 1 (even when using the browser back button). It would be great if you would be returned to the page you were on.
404 requests
Hi! When i use "Fiddler http debugging proxy" for testing purposes, and i m walk to ServiceDesk portal im found these errors in request of my browser: GET http://portal:8080/scripts/slider.js 404 /scripts/slider.js GET http://portal:8080/scripts/builder.js 404 /scripts/builder.js GET http://portal:8080/popups/popup.js?6008 404 /popups/popup.js GET http://portal:8080/style/dialog.css 404 /style/dialog.css this is a fresh installation. t tried this in IE6sp2 and in FF2, results the same.
How can we see Department column on Requests Page ?
To ServiceDesk Plus Support Team, Would you please help me to solve this problem? Under Requesters setting, I import our client company name under Department field. When I open the Requests Page, on the custom columns display window I couldn't find "Department " item to allow me to tick to have it displayed. Is it possible to make it dispaly ? My current setting is to create an additional requester field - Company name. And then when I create a new Reqeust, i copy the Department field data and paste
Problem with SDP 7 Beta ITIL
I have a problem with SDP 7 Beta ITIL. I am configuring SDP database with Microsoft SQL Server and SPD not up
Importing Requester from AD: 100% failed
Hi all, I am configuring Service Desk (version 6.0) to import requesters from AD. It connected to AD successfully and detected the correct number of user. But after that, the result table show that no user is imported, all failed. Does anyone know this problem? Please help me because this is urgent. Thank you. dtngn
Hide all reports
Is possible to hide all reports and only see custom reports ?
Purchase Order Fields
Is there any way that we can add the part number to a purchase order? That would make it much easier to receive the orders when they arrive.
Memory on Manual Addition of Workstation
We have tried creating manual Workstations for our Macs but find that when you enter 2048Mb in the RAM section of the form, when you then go to review the workstation is says 2Mb. It seems to work ok for the automatically scanned workstations as these show up as the correct amount. Is this a bug or am I doing something wrong? Also, if it will be fixed in a future Service Pack I assume I should leave them for now as 2048Mb instead of changing it to 204800 to get it to work correctly. Thanks
SD+ 6008 restore to SQL server 2005 fails
I am trying to migrate my SD+ 6008 from one machine to another and from mysql to MSSQL 2005. I have a clean copy of SD+ 6008 installed on the new machine and a backup from last night. when I perform the restoredata function, I get a little over 50% complete and receive the following error... Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller queries. this is the last line in a very long statement that appears at about 53 or 54% into the restore. how
Scanning PCs in OUs over WAN
Hi; We are at a crisis point in our use of Service Desk Plus. I need to do a software audit on the PCs in the domain, but at this point I have the following problems: SD+ 6008 is not picking up our OUs, Cannot scan by OU for our PC assets [does not seem to be part of the product], 90% of PC assets are not in the corporate (my) office and are out on the WAN. The WAN is of variable speed, none of them good. About us: We have a single forest, single domain 2003 native AD. We have remote offices located
Assigning multiple machines to an owner
Is this possible in any version of ServiceDesk? If so - how?
Error when decoding email subject (non-english)
Sometimes ServiceDesk decode email subject not correctly and use it in request (for sample): Прошу поменять номера телефонов 1272 и 1=?koi8-r?B?Mjg5IM3F09TBzck=?= But we sent this: Прошу поменять номера телефонов 1272 и 1289 местами When we try to change email encoding in Outlook, problem not gone: FW: Прошу поменять номера телефонов 1272=?windows-1251?B?IOggMTI4OSDs5fHy4Ozo?= AND FW: Прошу поменять номера =?utf-8?B?0YLQtdC70LXRhNC+0L3QvtCyIDEyNzIg0LggMTI4OSDQvNC10YHRgtCw0LzQuA==?= But this happens
removing assigned technician name from requestor's list
Can you please let me know how to remove the technicians name from the requestor list... We don't want them to know who is assigned. Thank Kevin
Getting Assigned Workstation to show when creating a Request
You must use the icon beside requester to select the requester in order for the assigned workstation to be shown automatically. If you use the autocomplete or drop down list the workstation is not shown
Request Form Customizing in Service Desk 6.0
Hello, I wonder if there is a way to customize request forms. I want to be able to create different request forms with different fields in them. For example, I do not want user to see additional field "User Workstation" when he picks up a "Mail Fetching" request template. I'm pretty sure that in previous version there was an option which allowed me to do that. Thanks, Sergei
Software Scanning
I had previously scanned my network to inventory all the software running on all workstations in my domain. Now when i run a network scan, I see 252 failed workstations and 1 successful. Can you tell me why this is happening? Thank you.
Mysql Reports
Support, I am trying to create a few individual monthly reports for my line manager. The reports I am trying to create are the following: 1. Monthly call volume 2. Top 10 requesters by monthly call volume 3. Monthly call status volume eg. onhold, closed... 4. Category monthly call volume 5. How many calls completed/closed by technician 6. List of requests open for more than 2 days I would like to create a chart in Excel from the results, but I am a novice with Mysql queries. Could you please advise
Email notifications still link to previous server name
We have recently moved our SDP program to a new server, the program is back up and running fine however when users and techs recieve email notifications the link is pointing to the previous server name
disable editing solution by requesters
Hello, we are using the sdp 6 trial and i'm now trying to figure out a way to disable the possibility of users editing the solutions posted with thier request trough the service portal. when i as a admin post a solution to a request, the requester can edit the solution, now i obviously dont want that, is there any setting im missing or ? thanks Len
FAILURE :Unable to execute report
We are presently testing ServiceDesk Plus and we are running into this error message FAILURE :Unable to execute report when attempting to launch any default reports. One of our key interest in this product is the ability to run reports and have charts automatically generated. However, we cannot get them to work. Any help would be greatly appreciated. Thanks Kim
Network Scan
I am have trouble using the Network Scan. It recognizes about 60 of my computers, half of those it shows all the details about the desktop, but does not show them in my domain? I have made a Group Policy to open up Port 7 to allow the scan to work properly but it hasn't changed anything. Is there anything I am doing wrong? Also is there a quicker way to change all those into my domain or do I have to go and edit each one individually?
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