ServiceDesk Plus v6.0 - Product Documentation
Hello, The product documentation found on your site (http://manageengine.adventnet.com/products/service-desk/help.html) seems to be related to Version 5.X, if I'm looking at the filenames: >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_AdminGuide.zip >> AdventNet_ManageEngine_ServiceDeskPlus_5_Help_UserGuide.zip Do you have updated version of this documentation that reflects the content of Version 6.0? If yes, where can it be downloaded? If no, when do you expect this documentation to be available?
ServiceDesk in Inline Frame
I am trying to display ServiceDesk Plus via an inline frame in a sharepoint site... it displays OK, but when I click the login button nothing happens. Is there a reason why SDP will not work in an inline frame?
SD+ 6.0 and VLANs
Dear Support, I'm evaluating the SD+ 6.0. I think it is good for our needs. I installed it on Win2k3 SP1 server with SQL 2000 SP3. the network is contains of many VLANs. Is the SD+ support to connect to the workstations on other vlans? the server in VLAN0, and the workstations and Domain Controllers separated in groups in VLAN1, VLAN2, VLAN3, and VLAN4. though, can we scan for warkstations of one domain on many vlans? any advice will be appritiated. thank you.
.Net 2.0 Sofware not showing up in scans.
I've checked several machines. No .Net 2.0 applications are showing up.
Restore database to different installation fail
Dear all, I have install SDP 5.0 , and upgraded to SDP 5.5 then upgraded to SDP 6. I backed up the database. Then I install Fresh install SDP 6 in different computer, when I tried to restore my backup data to new SDP, it failed. Is it by design ? Boedy
Uninstall 6006
I am having trouble with uninstallation of 6006 upgrade. When I try to uninstall, it gives me an error "UNINSTALLATION IS NOT SUPORTED"? Anyone?
Notification Emails
My team and I are loving our new software! We would like to notify our users when requests are logged in the system, but the format of the message is not coming through properly. It displays the HTML no matter if the format type is Rich Text or Plain Text. Also, the HTML seems to have characters in it that it shouldn't (I get a misplaced = sign in some places, etc.) If there's a way I can edit the HTML myself, let me know - otherwise, let me know when we may be able to fix this. Thanks!
Linking Users to Workstations
I was wondering if any body has found a way to attach workstations to a requester when they either e-mail or we create a workorder. I would like to see when I pick a user from the drop down menu in a ticket to fill in the users PC or workstation that they are assigned to. Don't know if this is possible? Thanks for any help. Ed.
Full load Java
Hi everybody, We use the ServiceDesk Plus 6006 and since the last day servicedesk start very slow and do not fetch emails. The java runtime enviroment use 97% of CPU and up to 330000 K RAM. We use a virtual Machine with 2,4 Ghz and 1024 Ram. What can we do to use ServiceDesk normaly again? Please help is urgent Many thanks pc_engineer
AD Import Failure
I was just checking a few things in my sdesk admin screen and noticed the AD import scheduale for every 1 day had turned itself off. I turned it back on and tried to run a manual import but it just returns an error of, General failure while performing the operation. Could you please advise what I do to resolve this? thanks Pete
Showing Technicians as Requesters also
Is it possible for a Technician to raise a Request and put themselves down as the Requester? As it currently stands, if a Technician has a fault on their pc; they create a Request, assign it to the relevant Technician but can't choose themselves from the Requester Name field. They have to be able to enter themselves as the Requester. How can we get passed this problem?
Migrating data from previous helpdesk application
Hello Folks I just discovered ServiceDesk + and I'm considering it as a very serious candidate for replacing our current Helpdesk software (Trackit). However, I would like to import currently open tickets to SD. Has anyone experience in this kind of operation ? Thaks for sharing your knowledge, Christian
Device IOS reports
Is it possible to pull a report that shows all devices by Hostname, Model, and IOS? I can get the information from the Network Inventory pdf, but there is too much information there and the report is over 50 pages long. I'd like a quick summary that just shows the information I refered to above. I'd be willing to create the report, but it seems like all the reports are in prebuilt formats.
Closing Calls
Why do you have to be a member of the "admin" group to close calls. What if we have a new member of the team who we potentially dont want to administer the service desk, yet we have to add them in as an admin to close calls. Is there a work around for this?
Software installation history
Is there a way to see the installation history of a piece of software. For example, Software XYZ may have been installed last week but is not showing installed this week. I would like to determine it's history so I know where is was installed in the past. Thanks Paul
Deleteation for the call id NO 140& 143
Dear sir, We are facing a problem on SMT . TWo Call ID no(140,143) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Best regards Sathyajit
Scanning Printers in ServiceDesk 6
Hi All, May I say this is one heck of an ace package... ;) Only been using it a couple of days and already we are going to buy it... :D Bit confused on the pricing as was led to believe ya pay once and then its free updates for rest of life.... only now found out its an anual fee.... but heck, for the price, you cant beat it... nothing comes close <grins> - however, forgive me for being new. But is there a way to scan the network/AD for printers on our network, so we can asset them...? Cheers, Lister
Approvals Proccess
Hi all: I tested the approval proccess and it has some flaws: 1. If i hit approval in the request and not complete it, it shows like an approval proccess has been initiated anyway. 2. In the recipient field of the approval, it has to show the head of the group or department right away. The techs on helpdesk does not know everybodys bosses to send the approvals to. PLease let me know if we can work on this, because this is a major feature in SDP. Regards, Darwin
incoming mail server settings
Everytime I try to configure the incoming mail server settings I get the following message when I click save FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. I have tried an internal IP, external IP, internal only DNS, a dns name that resolves both internally and externally, all with the same results. I have opened up our firewall in case it was using the external information
Problem with SD6 service startup
Hello, atm we are testing OpManager and ServiceDesk and some strange startup behaviour accured: Both applications are run as service on our testing server (win2k3 sp1). If the server is rebootet the java process of SD is running constantly at about 95% to 100% cpu load. However, SD is not accessable at this time and cannot be terminated with the provided batch-file. So I kill the process via taskmanager and start the file "..\ServiceDesk\bin\run.bat". After this restart everything is fine with SD
attachments link on pending approvals
when submitting a request for a approval, if it has a file attached it is not avalible to be opened as it is not link to the file, just displays a file is with the call. thanks Ryan
Service Packs
can you please make sure that when a service pack it is released that it is designed to work with both MYSQL and MSSQL, as this i guess is causing other major issues as well as us, i dont think it is good proctise to have to change back to MYSQl to install a service pack, as this will cause possible connection issues whe going back to MSSQL, thanks Ryan
New Update for 6004.
Hi All, An hotfix to version 6.0 has been released. The latest build version is 6005. The hotfix is available @ http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-27_0.ppm Important Note : Read through the instructions carefully so that the upgrade is smooth without any hassles. As always, you can contact us @ 'support@servicedeskplus.com' if you land up with an error. We recommend to try in a test environment first before moving to production
SQL 2005 DB Server out of the box
Can ServiceDesk Plus 6 be installed using an SQL 2005 DB Server out of the box without first installing MySQL and then Migrating to MS SQL 2005.
Discovery of Vista Workstation Details
Can anyone suggest why the running of the 'Windows Domain Scan' picks up the NetBIOS name of my Vista pc but none of the details? Thought this might be simple to answer... Has anyone already overcome this?
Change Language
Hello, I would like to change the language, for use spanish. But on the window peronalize it�s not posible only it�s posible to change the password. thank you. Bye
automatic backup
Hi I was wondering is it possible to set automatic backup; for example once at week in Monday at 10:00 AM? I suppose somebody already answered that question, but I would appreciate if you do it again. Thanks in advance...
How do you configure SMS in SD+ 6
Hey Guys Does any one know how do you configure SMS in SD+ 6. I can't find it anywhere. I think I'm going blind. ZestIT
Install Service Packs
I install the Version 6.00 of the Service Desk. After that I install the Service Pack 6003 and 6005 and now 6006. For me it is not clear I have to unistall the early Service Pack or not? They don't write anything in the Help files.
Password reset and AD
Hi My question is : How does the reset password work. Does it actually reset the password for AD ? I tried to use it today but it didnt work. Also just to note that if it does reset the AD password would it be possible to add the force user to change password option. Otherwise the user has to tell me what they want the password to be changed to which defeats the purpose of security. Thanks Barb
Wider fields
Can the fields be wider under CONTRACT RULES? Available Assets and Maintained Assets or have them wrap? Not able to determine which office product to select as maintained under contract details. Here is a picture that may help explain.
Feature Request: Custom Fields & Business Rules
We have a custom field as a required field in our SDP installation. However, there's no way to use a business rule to modify that custom field (on say a ticket submitted via e-mail). This causes headaches when we go to close the ticket. We can't close it until we assign a value to this custom field we require. Is there a way to add custom fields to the business rules? If not, could there be soon?
How to default the "log on to" on authentication p
Anyone know how to force the authentication page to not include a drop down of available domains or local authentication. We have only one domain and would like to make it as brainless as possible for our users by having a static entry there or not displaying the drop down all together but still force users to authenticate against the domain.
new install - want to import requestors from AD
Hello I just installed SD+ and hotfixes (30 day trial version) and am now customizing. When I try to import Requestors from AD I get the error "unknown username or wrong password given to enumerate the Workstations in the Domain". I have the correct IP for my DC, and correct username and password (I'm using my own domain credentials, and I'm part of the Domain Admins group). AD authentication is currently set to Off, and I tried it with both On and Off, same error. I have tried IP's for both my DC's
System creating multiple records for the same request
Currently the system is creating multiple records for the same request id. Please see the attached image showing a report with request id and creation times. This is causing a discrepancy between what the Request screen will show and what a report will show as it's total. For example when comparing closed requests in the Request screen and within a report using a filter of closed requests. Having our reports be inaccurate (showing more requests than actually were created) is causing huge problems
Scanned software not visible anymore
Since the last scan in the software inventory we get this screen. Restarting the service or server didn't change anything. Does anyone know how to solve this?
Build 6005 - Issues and Workarounds
I completed our upgrade to Build 6005 today from Build 6000, and I wanted to share some issues that arose and my workarounds. Mail Fetching: The username field was changed to server\\username from server\username. This prevented the mail fetching function. Workaround: Remove the extra "\" Notification Templates Destroyed: After the upgrade all of our Notification Templates contained something like "net.sourceforge.jtds.jdbc.ClobImpl@1ded4c9" which I recognize as a Java serialization of an object.
AD Integration - All Users Fail
Hi All Just trying the new system, but when I try to integrate all users from my AD (Which I can see an enumaerate with no issues) it find 145 user and fails them all. I found a log file that presented error code Error in Getting User Object for NT Format :: 80070057 | [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: **** Back in Java GA0356| [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: Error in Importing User
ServiceDesk Error on start up ...... wont load
Hi, I have been trying out the AdventNet ServiceDesk. It has been working fine for about 1 week. I have patched it up to build 6005. Over the weekend something has happened and the ServiceDesk will not fully start now. It gets to the part were it says "Application Layer Started" and then it just continues to add full stops. See pictures below: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] Thanks Justin
Workstation ID
Hi I don't want users to see other users "Workstation ID" when they make a new request. Can I somehow disable that option. Thanks
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