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
service desk & exchange issues
We're having an issue getting service desk to pull email and to send email notifications. we're running exchange 2003. POP and SMTP are enabled on the mail server and Opmanager can send email notifications w/o authentication. anyone else using servicedesk along with exchange? does it work???
Single Sign On
Are they anyway to implement Single-Sign-On for ServiceDesk? I would to my users to be able to go directly to their ServiceDesk Home screen, bypassing the Credential Screen. Thanks
All SD6+ MSSQL Users Must Read!! (Backup/Disaster Recovery)
All, We sucessfully migrated to MSSQL and are currently utilizing version 6005 of ServiceDesk Plus. More importantly, we currently are performing SQL backups of all of our ServiceDesk data along with the rest of our company data. We had our web front end ServiceDesk server crash due to a hard drive / raid failure. We failed over to our development ServiceDesk server and repointed the database. Everything seemed to be working fine. It turns out though that we had NO access to any of our file attachments
Software inventory Query
I need help forming an Inventory software report query. For Example: I would like to run a report that shows what workstations have Google Earth installed. Please help. Thanks!
Helpful Software reports
Here are a couple of helpful reports when looking for more software information. Softwares by workstation select WORKSTATIONNAME,SOFTWARENAME,PRODUCTVERSION,COMPANYNAME,SOFTWARETYPE from SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID order by 1 Change this to the following to find all software titles on a specific workstation in
Hiding Requet History from Requester
Is it possible to specify what information in the History of a Request is shown to the Requester or to simply switch that tab on or off? The requester should not be concerned with the details of the request i.e. who performed what action. The discussion is all information they really need and it is up to the IT department how they resolve the issue. Displaying names of technicians only lead to requesters trying to contact them directly. Any views on that?
Category List
I'm currently evaluating the ServiceDesk product and I'm impressed with what I've seen so far. We've been using BMC SDE since August and it's just not doing the job for us. I have a question about setting up request categories. In BMC, we have the ability to hide certain categories from requesters in the self-service portal because some categories we use are for internal purposes only. For example, we have a category called "meeting setup" that we use internally to handle room reservations in our
Scan of Workstation
Dear I have a problem to scan a workstation. We deactivated the firewall. The workstation exist allready in SD Plus. I deleted the workstation in the inventory. Made a new scan with the ip address, the workstation can be scan fine, after that I try to scan the werkstation in the inventroy with scan now. Result that The Workstation can't be scaned. Error: "FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist." I don't understand the problem.
SSL on my Service Desk Plus??
Hello Everyone, How can I load a SSL authentication to the Apache server on my box that I have Service Desk Plus on? Thanks Josh
Resolution template
Is it possible to create a resolution template or form the technician has to fill out when working on a resolution. This would provide us with pre-formated resolutions that could easily be transformed to a solution
Note Feature Moved up...
My users are complaining that the note feature when they respond to a ticket is located to far down the page. Is it possible to move the note feature under the request but above the request details?? Thanks Josh
Reply on closed request
Hi everybody, Who could help me with the following issue. When we close a request, the requester will receive an email. Mostly, they are very happy becuase their problem is solved. So they send a reply on the recieved email, and thank us for helping them. :P :P :P But..... that email is being fetched and their request is reopend again!!!!! This happened us several times a day. How can we solve this issue??? I thuoght it was a bug, but the SD Helpdeks told me it isn't. I had to make a SPAM rule which
configuring groups for email
How do i configure the groups to send email notifications when the group configuration wizard only selects technicians? If I create an email group id and call it a technician it will use a license. That would be double licenses usage. The email group and the technician.
Edit "Product Name" of an existing asset.
After I imported some assets I noticed that they didn't all have matching "Product Name"s. When I click on a specifc asset I am unable to edit the Product Name field. Is there a work around that will not require me to edit the orginal data and re-import? Example: Printer NCS-5227 is also Printer NCS5227 and even Printer NCS5277 (typo)
Question about Surveys and Assignation
It Is possible to restrict a requester to create a new Request until answer the last survey received ? I suggest to allow to include a note when an assignation becomes and send this note to the assigned technician. Thanks in advance.
5 patches and still no documentation
5 patches and still no documentation, I�m starting to doubt their ability to support the product.
Export /Import Assets
I wish to export all the assets to a spreadsheet and clean them up before flushing out what is there and importing the 'clean' sheet. How do I go about exporting the assets to a CSV?
SSL Access
I want to use Service desk over a secure connection (https) and want to know if i have to get a third party certificate? and if i do, how do i configure it? thanks Karl
Web Form Questions
I need to see if anyone knows how to use an xml web page to submit requests. I really don't want the requesters to be able to change priority because every request will be High and not normal. I would rather the requester state that they need this to be a high priority in the notes. Also, I need to know how to selectively send user surveys out because we have repeat offenders that put in requests and they get miffed that we send them a user survey. Thanks, Ed.
View groups with ease
Is there a way to view requests by group easier than searching. I'd like to just click a dropdown and see the requests qued for a group
Deleting Reports
I need help with deleting reports listed under the Report Tab and the tab called My Reports - we have a technician that created these reports but he nor being logged in as an adminstrator will allow you to delete the reports.
Can not send Notifications
We are evaluating the software and everytime we try to send a notification, it fails with the following two entries in the support log. Exception while trying to send notification for Request ID : 5 Mail sending failed. and Exception while trying to send notification for Request ID : 5 Null We have tried using two different mail servers (1 internal and 1 external) but they both end up with the same error.
An Update to 6003
Hi All, An hotfix to version 6.0 has been released. The latest build version is 6004. The hotfix is available @ http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-26_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
Formatting of html (rtf) replies
We are accepting html emails into servicedesk. These appear fine within the request window. However if we send a reply the original quoted email is reformatted and an additional carriage return is being entered for each existing carriage return. is there anything we can do to prevent this?
Requester Additional Fields
We have updated our site list to add a new location then saved. However when we try & log a call the site doesn't show up. I've logged out, shutdown I.E. & logged back in, but the site still doesn't show.
Migrate existing Data from MYSQL to MS-SQL
Hi There, I'm trying to figure out how to migrate my data from MYSQL to MS-SQL. Unfortunately I was unable to find a doc on how to do it. Creating a new database was easy, but how do i migrate my existing data ? Regards John
Search in Solutions not returning results
I've been using Service Desk for almost two years now and after the recent upgrade to 6003, search capabilities in Solutions do not return results. I've even tested by entering information in the new keyword field - still no results returned.
Summary report problem
Custom Summary report for inventory does not work in 6004. I see blank screen after go to Report wizard.
Unable to Delete Custom Reports
Hello Everyone, I have an interesting problem. There are two reports that we created that we are unable to delete. I have attached a screenshot also. Does anyone know how to delete them? I running SD 6 version 6004. Thanks! Eric
Requesters - can they be exported and re-imported?
We have a number of requesters (200+) that have had the format of their email changed from a.smith@ to alan.smith@. Now when each one sends an email request in it is opening up a new account for them. Can we export the requesters list (non AD) amend them and then re-import them before we get too many duplicated accounts. Also, what happens to any requests that have been created under the new address when the old requester entry is updated with the new format and the spare requester account deleted?
Customising notifications
At the moment I can customise notifications with a signature, adding $Technician to the end but I would like to add the technician's job title. Is it possible to create additional variables for inclusion? Or maybe I'm just missing something!
REQUEST: Ability to view Sub-Categories when viewing request
Pre SD6, we were able to view subcategories as it didn't separate categories and sub categories. I very much prefer keeping them the same as they were rather than separating them, but if they must be separated, I would like to at least have the option to view by subcategories. We have many offices by which we categorize, and I like to be able to view those offices (subcategories) grouped together when I am getting ready to go on site. Thanks, Derek
port number for Mysql database?
I�m trying to set up Navicat so I can manage the MySQL database for ServiceDesk. I�m having trouble connecting to it. What is the correct port number to use? I'm sure that whoever set up ServiceDesk probably used the default port number. Thanks!
ServiceDesk plus-notification option
I am trying to do this. I am setting up the notification rules so when some specific requests are assigned to some techniccias, the whole request inlcuding attachments is forwarded to the technician. I am using the notification rules but it seem the e-mail notiofication cannot include the attachments in the request.
Unable to view Scanned software under Inventory
Can anyone help I am trying to view the Scanned software page under Inventory and I am just getting the page that I have pasted into the below Word document. I have tried clearing my cache but problem still persists., At first I thought it was an issue with IE7 but I have also tried it with IE6 and get the same problem.
What ports have to be opend on a firewall
I'm trying to do a domain scan for workstations. I'm running into a problem. We use firewall on our laptops that is blocking access. The message is "Connection to RPC server in the workstation failed. ". If I disable the firewall, the scan is successful. Please let me know what ports must be opened in order to get a successful scan. TIA. Hank Arnold
Send mail when closing request
Is it possible to send an email to technicians when a request is closed? I cant find a way to do it. Omar
Millenium bug?
When doing "add time entry" to request, time and year shows correctly. But "executed time" will show 1.1.1970? See in image. Client language is Finnish.
Install using SQL
Does anyone have solid directions on the steps to install ServiceDesk Plus using SQL 2000? I want to house the database on a cluster for redundancy and speed.
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