WMI in ver 7
Hi, I am evaluating the new 7 version in an windows 2003 server environment with no SNMP. So i have changed the templates to gather wmi information for CPU DISKS etc. No connection is done although the account is a domain admin account with full rights. I also checked with Microsoft to see if i have any problems on WMI but the tests are ok. Imagine that i cannot connect to WMI no even on the server were the application is installed. Regards Gabriel
Amending backupdata.bat
Is it possible to amend backupdata.bat so that it points at another drive to save the backups to please? SD is installed on our server's C drive and we would like the backups to go to D drive. It would be even better if we could path it to back up to another server - either instead of or even as well as). Thanks in advance.
testing escalation
We are testing the free version and ar unable to get SLA to notify admin when SLA is reached
Custom report query - Business rules
Hello, I am creating metrics reports, but have a custom report that I wish to generate. I would like to generate a count for the business rules that were triggered by our helpdesk tickets. 1. is there a comprehensive ERD or data dictionary for the database that I can use for reporting? I have found a simple diagram on the query reports tab, but it is too simplified. or 2. Any chance that you could give me the query? Thanks for your help and have a great day. -H
New to ServiceDesk Plus
Hi I am currently reviewing ServiceDesk Plus and have installed the 30 day trial version. I have a few questions about configuring the system. 1. can you change the Category Label Names, i.e change label from Category to Category 1, and Sub-Category to Category 2, and item to Category 3. 2. can I add more details from AD into the request template. I have configured AD and the phone number and department auto-populate when user is selected from list, but I would also like to add email address and
fonts in approval requests
We use a couple of different templates for creating new requests. These look fine within Service Desk, but when we submit for approval, the templates contain different fonts and sizes and looks very messy. Any one else had this issue?
MSSQL Database on New Install - Bug
New install with MSSQL won't work for fetch emails. mail settings and requesters screens are also unavailable after start fetching. New Install with MySQL works fine on those issues. Thanks
Query by URL
Is there a way to get to a filtered view (for instance 'All Closed Requests') from an external app (a Sharepoint site). These views don't seem to be URL addressable.
REMOVAL > Inventory - Purchase - Contracts
Is there a facility to removal the tab "Inventory" "Purchase" and "Contracts"??? :?:
Change calendar Language
Hi all, can i change the name of the months in the calendar to other language?
does moving to SDP6 involve changes to underlying DB?
Hello. We have a written a product for a customer which interrogates the MySQL DB underneath SDP5 and delivers to the customer a suite of very specific management reports. Typically we access the workorder, workorder_fields, workorderstates, sduser & aaauser tables, plus several others. The customer would like to upgrade from 5.5 to 6.0 and we need to know if there is any risk our third party software will stop working. Does the move from 5.5 to 6.0 involve any structural changes to the tables/columns?
Workstations - Date acquired
Is there a way to add regular asset fields to the 'workstation' such as date acquired, vendor, purchase price, depreciation, etc.? Or am I not understanding how to use the Inventory module? I'd like to be able to track the value/age/etc. of the PCs themselves, not just the 'assets' that are associated with them. I've read the manual and done some searching here, but haven't found the answers I'm looking for. Any help would be appreciated. Ken SD+ 6.0.0 on Windows 2003 Server
Reports tab without Admin rights
Hi, just wondering if there is any way I can create a new role in which the user can access the 'reports' tab without having the 'admin' tab as well? Cheers, Scott.
Latest Hotfix to Version 6
Hi, The latest hotfix to version 6.0 has been released. The latest build version is 6007. You can download the hotfix from the location : http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-29_0.ppm Issues fixed in this release : * The Upgrade Patch is now made available for MSSQL version as well. * Server getting crashed during scheduled requester import from Active Directory is fixed * Occasionally emails are not fetched properly has been
Demo - Problems and Changes TABS
Can someone clarify the Problems and Changes Tabs in the DEMO 6.5.0 service desk ? Whats the difference between that and Requests ?
Forwarded Messages
Hi I saw, when we forward a request in SD, the application doesn't save the history of the conversation. I read a post about this, but there is not an answer of a developer indicating the release where this bug is corrected. Can some body tell me if in the release 6 this feature functions ? Thanks in advance... Apadilla
Updating Departments on Closed Tickets from Requester
Hi all, I am attempting to update the requesters of closed tickets to enhance my reporting. We use AD and has already been updated. Is there anyway to adjust this for closed tickets? I have tons of not availables Van
Updating Departments on Closed Tickets from Requester
Hi all, I am attempting to update the requesters of closed tickets to enhance my reporting. We use AD and has already been updated. Is there anyway to adjust this for closed tickets? I have tons of not availables Van
Send a CC copy when making a request!
Dears, Can you please help me, I am trying to add the CC field when making initial reqeust because the users would like inform their superiors that they submitted the request. Is it possible when making a request to send somewone copy of it???? Directly! PLEASE HELP!
6.0.0 (6006): Adding Filters
Hi All Is it possible to add additional filters under software summary (inventory)? By default "All Software", "Excluded", "Managed", "Prohibited" and "Unidentified" are available. Would like to add "Windows Updates" and "GNU GPL" Thanks :)
Running SDP under Linux
Hi Although we have SDP running at work, I would like to use the Linux "free" version at home to become more familiar with the product. SDP is installed under my home directory but how do I start/run the package? Do I need to install any other additional packages? :)
Macs
Does SD have the ability to scan and manage Macintosh desktops or mobile PDAs? Thanks JB
Various Questions about SDP 6
Hi All, Me again.... ;) - I have a couple of questions about ServiceDesk. 1) AD Requesters scan - old users When importing these users, it seems to add a load that are old / no longer with us. How do we stop this..? Do they need to be deleted (moved) from the AD OU, or just disabled...? As I think we have them disabled at mo, and still they get imported. 2) AD Requesters scan - over writing current data..? I read on the application, that when ya re-run/import the users into SDP, any previous ones
Migrate to MSSQL
Currently running on mysql on a windows xp box. Having lots of issues with mysql at the moment (see mysql dead thread) and with no response from support either by email or here I want to see if we can switch over to MSSQL server easily. Bear in mind I am unable to take a backup in mysql at the moment so the migration would have to work first time. Is this adviseable? If so are there instructions around here somewhere? Thanks.
Update and close
We have some fileds that need to be completed before a case can be closed. If we are closing a single case a missed field is indicated and we amend and update. At this point could there be an update & close (in one operation) button please? Likewise, if we are trying to mass close cases, could we have the ability to see which cases we were closing after going off to amend them (one by one) or have a popup window with a list of the tagged cases? Finally, in the mass amend (which is very useful), can
AD Import wont remember OU's selected
Hi All, Hoping someone can help, I am having an issue where I select the particular OU's I want to import from AD, (which works fine) but then the next import I perform, including an auto import, it doesn't remember my previous selections, it goes back to a default from when it when originally installed. Is there a way to make SD+ remember my selections? We do have a comprehensive OU list and it is quite a hassle to select each time. Cheers, Scott. :D
Clock
The clock to the right of the SD+ reminders button currently shows 08:08:50 when the clock in my icon tray bottom right hand corner of the screen shows 08:10. It is minor but what is SD+ using for the clock? Is it linked back to netowkr time and my pc clock is wrong?
Tasks and Time Spent
There seems to be a disjoint between tasks for a request and time spent. I have recently installed Sevice Desk Plus into our business for tracking requests, tasks and time spent on issues. Maybe I have configured the system incorrectly, not sure, but when a technician completes a task for a request ticket and fills in the Actual Start and end times, there is no place to key time spent. Instead the technician has to complete this task then go to another window to fill in time spent information. This
Remove License from screen
hi How can I remove the License link from the technician screen
SD+ Users in Melbourne, Australia
Hi all; New to the forum but am looking to see if there are any other SD+ users located in Melbourne, Australia. Be interested in learning from your time with the product. We are not really using it to its fullest yet, as we cannot make the product do what we would like it to. Drop me a line or reply to this forum topic. Many thanks Andrew Martin Melbourne, Australia
creating new technicians error - login id already exists
hello i'm trying to create more technician id's and I get an error that the login id already exists. I may have created them before and deleted before I had my license extended. Is there a way to purge old deleted id's so that I can create again? thanks.
Spell checker
I have searched the forum andI can't see mention of the spell checker. Have I missed something and it is staring me in the face in v6? Regards - Terry
Inventory - DCOM error
i am clicking the 'scan now' link in the inventory tab, and i receive an error message which states, "Either access denied for the user or the remote DCOM option might be disabled in the workstation" the typical fixes seem to have no effect. i found this page on the website: http://manageengine.adventnet.com/products/service-desk/help/adminguide/introduction/troubleshooting.html#Error1 the error on the top of the page appears to be exactly my problem, but when i follow the steps to correct it, my
UK Users of ServiceDeskPlus - Any in the North West?
Being new to SD+ and still in the implementation phase, could do with UK contacts to get advice from or even visit! See how SD+ is already being used!
Differences between Assets and Workstation
Hi, Is anybody can explain what are the differences between Assets and Workstation? It's really confusing.... Thank you in advance. -einas
MySQL on a remote Server / MYSQL V MSSQL
Hi all, I was wondering if there was any way of storing the data on a remote mysql server insted of a locally installed version... as we have a mysql database server in our support center. But is there any reason to use mssql over mysql for perfomance or other? Thanks
Upgrading to 6
Does SD v6 take up much extra space on the server, both in terms of programme and database size? We currently have it located on a server that might experience a hard drive space problem if this is the case and we can then plan to move it. Thanks in advance.
Request list view customization
As I see, I can view some of built-in requests field only. But if I create additional request field, it could be viewed too. How to include additional field for list view? E.g. sub-category or item. Thanks.
Migration problem
I would migrate my application to the last version of service desk. 6003 is the last build??? My version is 600 and build 5999, I want to upgrade with the hot fix for 6000 to 6003 and it doesn't work. How can I do to migrate my application to 6003? I just wait your help. Cheers Gilles
0 hours in the reports!?
Please help, i still have not gotten a fix for this even in the newest service packs. i am running the latest version of helpdesk and when doing reports, A LOT OF THE TICKETS are 0:00:000 completed!?!??! i need help FAST before the VP gets a wind of this. he wont be to happy he spent money on a system that has bugs.
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