Service Desk With Asset Manager Release
Hi Service Desk, We were promised an end of June release for the upgrade to include Asset Manager. Do you have a release date for this week? Staci
SDP Integration with Intranet
Hello: I would like to integrate the login to SDP with a corporate intranet we are going to deploy. Either SDP's AD-based login would be the gateway, and I would want to add pages behind that login. Or we have users login to the intranet and SDP is a link off of one of those pages -- passing authentication through to SDP. Is either of these scenarios possible? Thanks.
Time display
I have been looking at the settings and at the manual and cannot see where there is a place to change the time display from the 24-hour view to a 12-hour view. Is there a place to do this? Thanks
help me : approval function in service desk
1. When i use MS Outlook,approval mail of service desk show code link => i don't want to show ( in webpage don't show code link ) 2. Guest user account cannot use approval function Thanks Please send to email address : cathysgn@yahoo.com
Limiting the workstations to projects
Hi, We need the possibility to limit the list of workstations to each client while he/she wants to create a new request in the system. It means each client has access to only his workstations not the complete list. Thanks :?:
Reopening the ticket in servicedesk
Hi, Requester has a problem, He raised a request in servicedesk, Technician has addressed the request, and he entered the resolution and closed the ticketd, But requester has not satisfied, still he has the problem So requester is needed to reopen the ticket, HOW REQUESTER WILL REOPEN THE TICKET IN SERVICEDESK PLUS any feature is there or coming with this feature in releases, Regards, Venkat
Organization Locations - Do Anything
I see the Organization Locations, but does it do anything? There does not seems to be an option for it within Servicedesk for task creations, etc. Am I missing something? Thanks!
External users needing access to SD+
We have an external user wanting to gain access to our SD+ system. They already have a logon and password for on Active Directory for other purposes. Is there a way we can filter their view so they can see only their groups calls and disable the other default filters? Regards
Multi email addresses in Requester details
Can anyone tell me if it is possible to use more than one email address in a Requester's details. I've tried using ; and | and , but window pops up with "Invalid ID" message. Any ideas?
Unable to close request with attachments
i have a request open containing 9 attachments. i'm trying to enter a resolution in order to close it but it's not responding when i click on "Enter Resolution" in "Actions". Is this because its loaded with attachments (necessary to enable the technician to carry out their work)? If so, this needs to be looked at.
Linking requests
We have a situation where we would like to be able to associate a group of requests with one another. Is there a way to link or group requests to each other? My only idea for how to do this was to create a custom field with a "master" request number. If all the requests have this number in that field, I can link them. Thanks, Carolyn
Network/Domain Scanning Through Firewall
We have about 150 machines that we would like to schedule monthly scans on. They are all running Sygate personal firewall which i do not want to switch off everytime we want to scan the machines. What ports do i need to open to allow me to do this.
Can i translate messages to russian wich not translated?
Can i translate messages to russian wich not translated? SD v.6.0.0 For example When i log in as requester i see the text "I am having issues with..." and so .... Thank you Evgeniy
Backups under Linux Platform
Hi everyone, I have a few questions regarding backups under a linux system. 1. Do we need to shutdown servicedesk before running the backUpData script? 2. If we need to modify the location of the backup, do we just edit the BACK_DIR variable in the backUpData script? 3. I've read something about an automated weekly backup which is built in servicedesk. Is this true? How often does this run? 3. Will the backup script just backup the database? Is this sufficient? Do we need to backup any other configuration
Custom Time Spent Report
If anyone could help me with the following report I would be very grateful. The report I need most for our company is based on time spent by tech. I want to run a report that returns number of tickets complete, total time spent, avg per ticket, and group by tech. I would also like to be able to customize this based on category of the ticket. So if I want to see all the above info for only software I could. The report would look like the attachment I added but just be able to generate from SD+. I
Merge Assets
Is there a way to merge assets in SD+? I have an asset (software) that was added through an order and then the same software is listed a second time from a scan. It was originally assigned to one workstation but installed on a different, I'm assuming that's how it showed up twice in my asset list. Is there a way to merge the two together instead of deleting one of them?
Change the Logo - Image on reports
I change the AdventNet Images in the self service portal but when I run reports it still shows the "ACME Helpdesk" Logo - Anyone know how to change that?
import a CSV file into the assets database
I am attempting to import a CSV file into the assets database. 1,376 of the records in the CSV file rejected (see attached). All the records seem to have the following error message: java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 13su How can I fix the records so they will import? Thanks!
Assigning the role of a technician
Hi, I have installed ServiceDesk with AD Integration. Now I want couple of users of my domain to have the role of a technician along with the adminsitrative rights. I did not find any options in the admin toolkit to assign such roles to the user. Could you please guide us as on how to go ahead on this. Thanks and Regards, Mitul Shah
Import Altiris Database
I have an Altiris database I want to dump into the service desk. Has anyone imported a previous database into servicedesk? Any help please. Ed.
Need to make a custom report
Im looking to make a report based on open requests for a single technician. I know you can do a report by tech. but it shows all tech's open requests.
Error with Backup
Since migrating to 6006, our backups have failed. We are using BackUpData, and when running at the command prompt, the following is displayed. D:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... 15-Jun-2007 13:38:14 com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] 070615 13:38:15 [Warning]
Inventory - Custom Report discrepancy
Hi, Currently I have about 850 workstations. When I create a report from default Inventory report, it shows correct number of workstations. However, when i try to create a custom report by selecting various workstation fields or just editing default report and add some fields, it always messes up the number of workstations (it says it has 1200+/-, depending on what fields i chose). Any solutions? Thanks
Unable to post replies on forum
I am unable to reply to posts on the Service Desk Plus forum
SD+ stops responding
Hello three times now my SD+ server has stopped responding and I'm not sure what the problem is or how to troubleshoot it. The server itself responds to pings, I tried shutting down servicedesk, then starting up the servicedesk server, still no response. I access via VPN, so I remoted in and tried webclient on the server, still no response. All three times I had no time to spend on it so a reboot fixed it all three times. The only thing I can add is that I installed the Cisco Network Assistant on
SD+ Customisations for outsourced helpdesk
Hi, Hopefully you get this question all the time and it is easy to answer. I run a small IT consulting firm and I'm evaluating helpdesk applications that will allow our clients to log jobs with us. I've used SD+ on a client site however only as a support rep and I need to know if it can do we need of it. The features we need is for a delegate at our client site to be able to see all jobs logged for their site. But we don't want them to be able to see jobs for other clients. We would also want this
Workstation Scan - Similar Mac Addresses
I have a very peculiar situation. I have two PC's PC A and PC B When I do a domain scan for PC A it overwrites the record for PC B and visa-versa The machines are on different subnets. The only thing I can see is that the Mac addresses for each is very similar. Machine A is 00:0c:76:25:31:3d Machine B is 00:0c:76:25:31:e0 is this a know issue issue
If we have asset explorer, is there an upgrade path sd+ itil
If we have asset explorer, is there an upgrade path sd+ itil. Can we install service desk + itil and utilise the current database from our asset explorer installation?
Software Licensing tracking
Hi Support Under my Software Licensing agreement i have for example 100 office licenses. However this may be mad up of Office 2007, Office 2003, etc. Within Service Desk is there a method of combining different versions into one license, to help track the number of licenses issued. Thanks
Inventory DCOM error - ISA 2004
SD 6.0 trying to scan a w2kserver with ISA 2004 installed on it. All other scans working fine - just this one machine. Looks like an ISA issue - since I can see the ISA server dropping the connections !. I have tried to set up an allow rule on the firewall. Has anyone managed to do this ? or found another way to scan an ISA 2004 machine ?
On Hold abuse
Our technicians have figured out how to use the "On Hold" status for tickets to cheat their SLA times. Is there a way in Version 6.0.0 build 6003 to not allow tickets to be set on hold unless approved by a manager? If there isn't, please consider this a feature request. Thanks! Keep up the great work.
Only Hostname is used for Windows Domain Scan
I refer to this thread: forums.adventnet.com/viewtopic.php?t=32144&start=0&postdays=0&postorder=asc&highlight= It is still imposible to scan different domains with same hostnames. We need this feature to get productive with SD+ and finaly buy the license. Form our point of view there should be an additional field in the Windows Domain Scan Setup to define the DNS namespace for this Domain. Actualy SD+ tries only to ping the hostnames reported by the AD-request regardless which DNS Space it belongs
unusual characters in templates
Hi, i am using SD version 6006 (not gone to 6008 as not tested it as yet) and all my templates have strange characters in them for example this is the default survey; Dear $RequesterName,\\r\\n\\r\\nPlease help us improve our service by completing this short survey. Your feedbacks and comments will help us to improve our service. We appreciate your time here. \\r\\n$SurveyLink \\r\\n\\r\\nThanks and regards,\\r\\nIT Admin. do i really need all the \\r\\n\\r\\n????? cheers jay
Adding Intranet header to pages
Hi I'd like to include SDP into our intranet. To do this I want to add / include our intranet header file above the SDP menu. How can I do this ? Tony
Backup failure when running backUpData.bat
We are running SD+6 with 5 Administrators License (not test license). The backup still not works after I upgraded SD+ to ver 6008. When the backUpData.bat starts, lots of files will be created under the default backup folder, then all files vanished with no .data created when the backup progess close to 100%. I atteched the error message in this topic. Please do help me to solve the problem ASAP. Thanks.
Change Title
I am wondering if I can change the Page title of Service desk Plus? It currently says ' Adventnet ManageEngine Servicedesk Plus' and was wondering if I can brand it to our network? If so how? If not then ok :-(
Custom Request form Help
Hi, We have created Request Templates, but would like to display different custom fields in the template. For example: We have a template called Internet Support; In this we would create additional fields called "IP Address", "DSL Phone Number", "Router Model" But we do not want to display the above additional fields when we use our Request Template called Workstation Support. Instead we would like to display no additional fields.. Is this possible? I know it can be done with RT. Thanks
Need a SQL query to assign a lot of request
Hi, I'm still using SD+ #5503 and consider to upgrade to v6 soon. When v6 will be installed, the assigned technician will be mandatory here. But now I have 300+ requests closed by technicians that remains unassigned. I'd like to assign theses requests to the technician that closed them, I don't need notification or even history, so I thought I could do it through MySQL ... Unfortunately my skills in SQL are too limited to write this request ... Can anyone help me ? Thanks a lot !
Bug in the inventory section!!!
Okay, my boss just discovered a bug in the inventory module in regards to the reporting of physical memory. First of all, I have noticed from day one that for some reason, SD+ subtracts 1MB when listing the memory size. If the computer has 512MB, it shows 511MB. 1GB shows 0.99GB. And so on. While annoying, it wasn't critical. Now we have run into a critical issue. We have an Oracle database server with 12GB of RAM, and SD+ only reports 3.74GB of physical memory for this machine (which means it's
Categories not deleting fully
I have stup some new categories in SD+ but when deleting the old ones they still show up in the category lists. I have deleted my cache etc but still no joy. Could this be due to some old calls having used he old categories. Can someone help please?
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