Duplication of Departments
I have recently been trying to decipher a way to get all my requesters in helpdesk into the correct depts. They do not import from AD and when I create a CSV from AD with the correct dept. field and import a user for example.John Doe has a profile currently, I import the csv that came from AD with his correct dept and for some reason it duplicates the dept in the dept's drop down list. Now there are 2 x 'Site 1' in the dept drop down list even though I named them the exact same as the previously
SD+ upgrade confusion
what is the upgrade path? we have SD+ 6 build 6003 and from what I gather the Asset Explorer integration was supposed to be a service pack install/upgrade? Is this available now, from previous posts it was may 2007? what about this ITIL ? is it replacing AE now? I stopped applying patches after they started killing functionality of the product, is there a stable upgrade path?
Creating a Customised View to include Tasks Linked to Reques
We use our Service desk plus (v6.) for our IT Helpdesk Requests as well as our Business Systems Improvement Teams Development Requests from users. This is causing problems with assigning Due dates because the development items that BSI deal with oviously take longer than the assigned due date according to our system set up SLA's. We have agreed to overcome this problem by putting the requests "On Hold" and then linking tasks to that request based on the lifecycle stages of the development project.
How to update the subject according to customer changes
Helllo, due to our need to integrate our helpdesk with other helpdesks we need to provide this feature: 1) One user opens a ticket via web or email 2) The technical guy answers to the ticket via email changing the subject name and adding another content 3) The ticket is updated with the new subject We need this feature because we want to have the possibility to open a ticket on our helpdesk, forward this ticket to another helpdesk that creates a new ticket and send back the modified subject with
migrating from mysql to sql
I am going to be migrating my installtion to another server. I am currently using build 6008. When I install ServiceDesk on the new server, can I just install build 6008 or do I have to install ServiceDesk the same way it was installed on the old server (install version 5, install all the service packs until I get to build 6008)? Thanks!
Yet another hotfix to version 6
Hi, The latest hotfix to version 6 has been released. The latest build version is 6008. The hotfix can be downloaded from http://www.servicedeskplus.com/service-packs.html The Readme @ http://manageengine.adventnet.com/products/service-desk/sp-readme-6.html lists the issue(s) fixed for this hotfix update. Go through the instructions @ http://manageengine.adventnet.com/products/service-desk/service-packs.html#sp to install the hotfix. Get in touch with me for any issues. Rgds Karthik
Novell Edirectory LDAP Authentication?
Would it be possible to authenticate against Novell's LDAP instead of Windows? How much more useful would this program be if we had Active Directory and a Domain?
Report fails when new columns are selected in 6008
I create a new column/field in Request form but when I select this new column on Report generation setup it would cause the report to fail and come back with: "Failure: Report can be generated" or something like that... It would work ok if I don't select the new column. Please help...we need this column to appear on the report.
12 Hour Time and problems with 6008
I upgrade to 6008 to get 12 hour time instead of 24 hour time. My requests now use 12 hour time which is great, but my reports still have 24 hour time. I need to get my reports into 12 hour time. Also once I upgraded to 6008 I no longer have the option to do time spent reports by tech or summary reports by tech. Where did that option go?
Base operating systems in inventory and scanned software
Am I missing something here. If one looks at each workstation/server the workstation TAB shows the base operating system, however if you look at scanned software or the software tab of that workstation this is not shown. This makes it difficult to evaluate the number of devices for each OS. Damian
Proble in Worksations scanning
Hi, we are an AdventNet reseller in Saudi Arabia. I have a customer that has a problem scanning his workstation , all workstations not scanned and I got error related to DECOM . I tried to disable the firewall and disable antivirus but no way . only servers in teh network was scanned properly. please try to help to solve this problem ASAP I attached the log file thank you
Scanning fails SD+
An annoying issue has reared it's head after installing latest updates, or appears that way. Originally we had successful scanned all workstations bar a few Vista machines, so for the reason to update. Now we are getting an error "either access denied for the user or the remote dcom option might be disabled" after scheduled and manual scans. Have tried a number of tests to narrow down the search for failure to not even a hint to the issue ie DCOM options, client firewall local policy's... Typical
How can requsters seen tech. workload?
Is there anyway to put global view and requests by technician ( or total requests )amount, an Requesters webview? So all requester can see total workload of technicians. :?:
Question with workstation / Asset Relationship
Hi, I may just be misunderstanding things, but I couldn't seem to track a thread down. I have roughly 460 pc's that were found throw domain scanning and now showing up in the workstation part of inventory. Which is awesome. My problem now lies in the fact that if I want to break them down into the specific models and get a visual and quick representation of the distribution of each type and all the associated information you get from the assets tab I must create a specific product type of that certain
E-mail tags that define supportrep and other variables
Hi! I was just wondering wether or not it is possible to write some kind of tags in an incoming e-mail that defines what supportrep that is supposed to recieve the e-mail, and other information like what type of request it is, maybe phone-numbers and e-mailadresses and so on so that all the fields in the request fills out automatically based on the text in the e-mail. Example: Mailto: helpdesk@test.com Subject: Testmail to Supportrep 1234 Message: Testing. This e-mail is supposed to go to supportrep
request templates and custom fields
It would be great to be able to define which request template the custom fields appear on either in the custome fields or on the request template editing pages . ie .. define IP address as a field which gets attached to the network printer request form but not on software
Requests missing after upgrade
Hi, I have performed an upgrade of Service Desk today from build 5505 to 6008. I carrried out a phased upgrade and performed full backups between each. The data is intact and no problems encountered, however.... We want to move Service Desk to another server, so I installed the latest version (Build 6008) on to a different box. I then performed another full backup on our current installation and then performed a restoredata on the new server. Most of the data is there apart from the requests! Can
Requests OnHold going Overdue
Hi I am still using Version 5.5.0 Build 5504. Is there anyway to stop requests ONHOLD going overdue. Thanks
Help with a Report
I am a new admin to SDP and would like some help in creating a custom report. I would like a report that will tell me the turnaround time for every job per tech. I would like it to give me the following items for each request. Tech name, Date created, Date executed, date closed. Then I would like it to provide me with the time elapsed between date created and date closed. If possible I would like it to only count work days not holidays and weekends. This will allow me to track our turn around time
Scan Failure's
When i try to scan a laptops i get this message: FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist. I have disabled the firewall on it and can connect to it using "wmimgmt.msc". I have tried to scan using the network scanner using the computer name and local admin username and passy. If i use the IP address it shows an already scanned laptops . It does work if i change the IP to something that hasn't been scanned in, but not using the
Enumerating Organizational Units in Domain - Problem
I have just upgraded to version 6008. Now, I'm no longer able to enumerate my OUs. When I launch the wizard it says "Enumerating Organizational Units in Domain" and it sits there forever. Any ideas why it is not working anymore? Nothing has changed on the domain. I have tried the DC name, the DC fully qual name and the IP address; same results. thx JEC
Report Fails after upgrding to 6008
I upgraded from 6003 to 6008 and creating a new report comes back with "Failure: Unable to create report". I can open my old reports but not any new reports.
Closing Ticket Report
Hello All, I would like to be able to create a query report that will show me the following per each month User opened the ticket his problem priority time take to close it we have created another status named Acknowledged and we move each ticket to this status the moment we start dealing with the ticket and when we finish we move it to close this can allow us to know how much time we worked on a ticket .. can someone help generate this kind of report ? 10x, Haim
Multiple email addresses
Hi - we have a need to use ServiceDesk with multiple email addresses. We already have many email addresses forwarded to a single mailbox for collection but we now have the need to distinguish between the addresses on the outgoing replies. Is there any way to do this?
New Purchase as an Asset or Workstation Option
REQUEST: On new purchases, we must have the ability to select wether the new items will be classified and entered as either an ASSET or a WORKSTATION. ISSUE: Currently any new purchase that is made and approved will add Items into the ASSET table. There is no choice. For example, if a purchase is for a new workstation, then it forces adds all purchased workstations into the ASSETS table.Thus you end up having to enter workstations and their information into the ASSETS table as well as the WORKSTATIONS
Duplicate Users
It seems now I have duplicate users from AD in the requestors
adding names from ad
When I try to add ad names from an ou, it seemed to do the scan, but no names were added. Is this because I am using the trial version?
Upgraded on server with existing MYSQL issues
Firstly I have tried email support twice last week and have recieved no answer. I am wondering what I am paying for! I presumed the upgrade would hook into my existing MYSQL. It recongnised the database but doesnt create tables and now I cant start servicedesk at all. I have two mysql.exe services running. My existing mysql (on windows running apache) is on C: and obviously servicedesk has created another. What do I do now?
Technician Request Permissions
Hope someone can help with this. We're running the latest release of ServiceDesk Plus 6 (Build 6008). We'd like to restrict one (or more) of the Technician Logins to only be able to see certain Requests. Those requests would be: 1) Any Request assigned to a Group they are in. 2) Any Request assigned to them individually. 3) Any Request they have created (no matter what Group or Technician) the Request is assigned to. Number 3 seems to be the problem. A bit more information - we have 2 'senior' logins
Public Holiday
Hello, I'm a french user o a french company, which baught ServiceDesk Plus last year (our version is 6006). We have a problem with public holidays, which are count in the exploitation time of a request. For example, our schedule of work is from 8:00 to 18:00, and the 1st of November is a public holiday. For a request opened on the 31th of october at 17:54, and closed on November the 2nd at 10:37, the system counts 12hrs and 43mins. Actually, it only took 2hrs and 43mins. Thank you for telling me
SDP Back up question
I am looking to make sure that my SDP DB is being backed up by our daily server backup. I am running v6.0.0 build 6003 on a Windows 2003 Server. I am using the Mysql DB that came with SDP. My server administrator has informed me that the server is using a program called Retrospect for daily backup. Will retrospect back up the correct information from SDP? If not what back up systems are people running to back up SDP. Thanks in advance.
required fields
Hello, I have just noticed a bug when completing a call. I started to create a ticket that would be closed as I opened it, and forgot to select a required field; it gave me the notice that the required field had not been completed, but instead of keeping me at the create call screen, it created the ticket without the required fields. Could someone please test this and let me know. thanks Pete
6006: Preventive Maintenance Tasks
Hi For some strange reason, preventive maintenance tasks are no longer being actioned correctly :?. We have 4 tasks setup which should be actioned daily. Today, only one of them appeared under requests. The day before, none appeared but running them mainly, pushed them into requests. Any idea what the problem could be? :)
Upgrade problems
I am starting to test the 6.0 upgrade for may company's data. Here are the steps I took on my test PC: [list=1:e0cb4a9f4e] * Installed a 100% clean copy of build 5507 * Started SD+, logged in, shut down SD+ * Restored the most recent backup of our production data * Started SD+, logged in, shut down SD+ * Installed SP22 hotfix to upgrade to build 6000 * Started SD+, logged in, checked a few things, and everything appeared functional * Attempted to install SP28 to upgrade to build 6006 During
Request - Location
I am in need of help, the company I work for has 50+ branches around the UK e.g Leeds, Manchester, Birmingham etc., with no departments within them, unlike the HQ which has several. I currently enter branches as locations, but I also have to set up branches as departments, as there does not appear to be an option within creating requests to select the location. Have I missed something somewhere, or is this by design or a flaw?
daily scheduled report
I have a daily scheduled report that fails most every day. Can you please take a look at the attached screen shot and let me know if you notice anything wrong? Thanks! Carolyn
Please extensively test the next patch.
I'm on 6005 now and would like to upgrade but the pattern that has developed with each patch causing a new problem, I'm not confident in doing so.
Localization to Hungarian
Deat SDP Team! Thank You for your great work and product that we keep on testing for some time now. Please let me know if you have received my letter of 04.02.2007. and what your answer is. Felad�: Klung M�rk K�ldve: 2007. 04. 02., H 22:22 C�mzett: support@servicedeskplus.com M�solatot kap: Schulcz Istv�n T�rgy: RE: [Request ID :##51845##] : FW: SDP to Hungarian Dear SDP Team! We have managed to get a professional translation of the language files you have sent us. I am aware that we might be a few
Request Templates
Hi we would like to use request templates as easy and quick tool for requesters, so we create some basic templates. Everything works great, but there is one problem. We would like that requesters would simply choose template and add only description to it. We don't want to give them opportunity to mix up request details, owner details and category details. So it's good that common users don't see that fields, but in other hand, requests created from templates by non-technicians are missing this defined
Dept. list missing values in Requester's record
We need to manage a number of Departments (about 50) in different locations. I've created about 20, and then imported users list from a CSV file, including a column with the appropriate Department name. All went fine, but now I'm facing a strange behaviour: if I create a new Requester, the Dept drop-down lists just a part of the complete Department list (14 ?). More, if I delete one Dept into the appropriate section of Administration, th drop-down list kind of "pops out" one of the 14 listed, adding
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