Lock records
We use a manual assigning requests to technicians by several operators. Sometimes two operators do assignment simultaneously. Moreover they can assign request to different technicians and groups. There is a problem. Is it possible to deny edit access to request during editing by another technician?
Deleteation for the call id
Dear sir, We are facing a problem on SMT . One Call ID no(105) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Tks, Sathyajit
Change wording on request details
Hi, Is there a way to change the wording of the request details ?. I need to change the Time Spent to show something else, like Request Time Open, or something like that. Can it be done?. Thanks Gustavo
Yet another Hotfix to Version 6.0
To all Customers who are using Version 6001 and below, download the hotfix @ http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-24_0.ppm to migrate to the latest version. Thanks to all, who have been patiently waiting for this hotfix. Important Note 1: I make it a point here to emphasize the fact that the upgrade has to be really tested on a test server before you migrate to the production server. It doesnt mean that we have not tested the
Product Item Limit
Is there a limit on how many Products in your item list? Here's my problem, I've added 2 items Microsoft Office 2007 and Intel motherboard. When I try to create a PO and add the items, I'm not seeing the items I have created. However, If i'm in the admin/Products I can see the items. I'm currently using 5.5 build 5507 Thanks, Chris
SD+ 6 Print Preview from action menu missing notes
I was informed from one of my tech that Discussion Notes is no longer being displayed when trying to print from the action menu using the print preview option. SD+ 6 Version 6.0.0 Build 6002
Problems to restore database after upgrade SD6
Hi We wanted to change our ServiceDesk from one server to another, so we decided to take advantage of this and upgrade version. Then, we make a backup first, thru de Backup Data utility. We have installed our ServiceDesk v5.5 in the new server and then we have upgraded it thru UpdateManager.bat to the last hotfix (we have downloaded it today, 19th march). Then we have copied the .data backup file to Backup folder in the new server. We run restoreData.bat and... Console got closed after some operations,
More detailled reports
Hello All, who can help me. I'd like to generate an automated report which sends me PDF files from all open requests WITH notes included. Especially this last is interesting for me. Can this be done in Servicedesk itself? I prefer not to use external report generators. Hope to hear from you? kind regards, Barry
Linux workstations scan
Hi We have a lot of Linux and Unix workstations in our network and we would like to add them automatically to inventory. We have read that this is possible only if workstation have enabled telnet, but we don't want to enable it due to our security policy. Is there another possibility to scan this workstations from Service Desk? Thank you
Can't register in forum
I've tried for more than a week to register in the forums, but the system continues to tell me: You have exceeded the number of registration attempts for this session. Please try again later. ...which is not the case. Any help would be appreciated. Christian ccampbell at brueggers dot com
Domain and network scan
Hello. I've scanned the PCs of my network using first the Domain Scan. After fixing some problems now it scans the PCs correctly and shows them as part of the domain. Some computers aren't scanned because they don't appear in the Computers list of the Active Directory, so I decided to scan them (Windows mainly) using the Network Scan, giving the domain credentials of the administrator. It has detected already (detected previously with the Domain Scan) and new computers. I don't know why, but some
strange chatacters after update
Hello, after updating to SD 6 we have some strange characters in ticket conversation like this: Your request has been created with id 13061. Title:� � � � � � � � � � Backup of BizStats database Category:� � � BizStats Priority:� � � � � � High Could you help me to get rid of this? Best Regards
Veiw Open Request
Is there a way to allow requesters to view all open requests?
Fetching Mail with Exchange 2007
Is anyone fetching emails from an Exchange 2007 Server? Since moving my "HelpDesk" email account to Exchange 2007, SD will not fetch email anymore. It looks like the port has changed to 143 versus 110, but still no email. I did notice Exchange now lists the service as IMAP4 versus IMAP and wondering if SD will not work with this. I have email support but no replies yet. Anyone?
1 more junk problem & 1 logical problem
1) When fetching e-mail with LONG non-english subject causes problem - real subject is broken and everything beggining from ?=koi8-r is junk 2) Resolution is set to Mandatory field in Request Closing Rules. In request - Going to Resolution and just pressing Save and close (not entering anything in Resolution field) causes Request to be closed with empty Resolution.
Requester as a group
We are evaluating servicedesk and would like to ask if it is possible to group requesters? cause we need to notify other people (e.g. department heads etc. ) aside from the requester himself. Thanks
AdventNet @ Interop 2007
I just noticed that AdventNet will be at Interop 2007 Las Vegas! Anything cool in your booth? :) I do plan to stop by... 8)
Table problem?
We are currently running servicedesk 5507 on mysql on a 2003 server. We've tried to upgrade to 6002 twice, but not succesfull. Java.exe on the server explodes the cpu (100%) What we found out was that the current table "requestonhold" in 5007 is huge compared to the total database. Database = 545,5 mb with 7 mnl rows Requestionhold table= 431 mb with 6,9 mnl rows (see attachment) When opening the weblient and view 'requests on hold' there are zero requests. Could this pe the problem? Do you have
Assets and Workstations - combined in one report
Hi, We need to generate reports on what assets are owned by Department. We want to be able to list the Workstations alongside the non-workstation assets. It seems an obvious thing to have, but I just can't figure out how to merge the Workstations and Assets. How is it possible? Many thanks, Eva
java.exe taking a lot of cpu
Hi, When I reboot my server on wich SD+ 6002 is installed, there is one particalur process that takes � 75% cpu. The process is java.exe. After approx. 2 hours the cpu % drops to normal usage. We think this started happening when me moved database from mysql (local disk) to mssql (remote server). What can we do to avoid this bad behavior of java.exe ? Greetings, Woef.
Reporting for staffing
Has anyone worked out a way to report things like: Tickets opened by hour during a certain time period (day, wk, mo) Tickets opened by day of week during certain time period etc... Seems like reports anyone wanting an idea of call volume for staffing purposes would need. Any help appreciated... Christian
SDPlus 5.5 - Requests Filter "My Pending or Unassigned&
Hi there, we have just set up Service Desk 5.5. The requests tabs has several filters, none of which seems to display exactly what we want, which would be something like "My Pending or Unassigned" - ie all pending/outstanding issues for the logged-in user, plus all unassigned issues. Is it possible for us to add this as a new filter or similar? Grateful for any help! Many Thanks Dan Adams
Error deleting a domain scan
I was doing a domain scan, then ManageEngine froze and gave me back some SQL errors (wish I had to took a screenshot). I had to restart ManageEngine to get the pages again. It then grouped all the Workstations under the domain I was scanning under "Unassigned Workstations". So, I scanned again, and it still groups them all under " Unassigned Workstations". So, I thought the domain scan must be bugged from the crash so I tried to delete it and I get this error. FAILURE :Error occurred while deleting
Request additional variable on SMS Notification Template
Is it possible to add 'Requester Phone" variable to the 'Message Area' of the "Alert Technician by SMS when Request is Assigned" / Notification Template? The only phone variable is "Requester Mobile" which we do not use. Thanks!
Colour indicate high priorities
We have two major priorities amongst our list of priorities; CRITICAL and HIGH. When a request is assigned with a critical or high priority, is there any way of colour indicating them so they stand out on the technicians / administrators page?
Service Desk hangs after upgrade...
After upgrading from build 5507 to ServiceDesk Plus 6 (Build 6002) ServiceDesk will not start. I just hangs towards the end of the start up. No error messages or anything for me to troubleshoot with.
Merge Ticket Error SD Release 6
We just migrated to release 6, when merging (quick merge) tickets in the main request window we receive this error. Merging tickets when in a ticket does work. - brad HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 1 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
Problem scanning domain or workstation
I continue to get the error message FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I know the password is correct and I've already seached on post before and the pc's I am trying to scan have "Enable Distrib buted COM on this computer" enabled. I've uncheck and restarted and then reenabled. I've used the old version demo before and didn't have this problem on the same group of computers. I did go with product then because of no ms sql but
[x] Don't show login details again
When I try and click on the X presumably to remove the default user details. I get a "Error on Page" bottom left. I'm running a new install of the free version 6.0.0 on a IE7 browser. Could anyone advise? Also what are the default outgoing mail settings if you connect through AOL as your ISP? Many Thanks, Paul Dadge
All requesters survey
Hi All, How can make a survey to all requesters? many thx. Jun Zhao
assign multiple workstations to a department?
What is the quickest way to add a bunch of workstations to a single department? So far, I haven't seen a batch-assign utility or something similar. Thanks!
CMDB
Hi were are a service desk and we are using the SD+.We are following the ITIL standard and we would like to know if the CMDB keeps the old and the new updates and also is it possible to put manuel updates into sd+.At the moment its automated but we would like to put our own imput in. thanks for your help tp
Restore Data from MYSQL to MSSQL
Please Help: I am getting the following output and error when trying to restore data into the MS SQL Server: C:\AdventNet\ME\ServiceDesk\bin>restoreData ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file]
Security warning in IE
Hi, I have an issue with SDP 6.0 (upgraded from 5507): when opening a new request Internet Explorer 6.0 pops a security warning message: "This page contains both secure and nonsecure items. Do you want to display the nonsecure items?". I attached a screenshot. This is a pretty big issue as we have 600 users that will call and ask about the message, let alone the possibility of a real security problem. If you're thinking of saying "change the security settings in IE" - don't; the group policy of the
How do SDPlus scan another domain?
Hi there We have two different AD-domains separated by a firewall, DomainA and DomainB. SDPlus is installed on DomainA. What must i do to make SDPlus scan DomainB? Do i need to open ports in the firewall, create an account in DomainB or something like that? SDPlus works just fine in DomainA and i�d sure like to include DomainB in this great tool. Many thanks in advance >>RRoger
error after updating ticket on SD+ 6
Please see the following screen shot as you can see the html code in the requester field.
ODBC
Is servicedesk and ODBC enabled app???
Double up on New Request
When I create a new request two identical requests appear in the request list and two technician e-mails get sent out. What should I be be looking for to stop this from happening
physical memory reporting error
I just upgraded to Service Desk + 6 from 5.5.0 build 5501. I did a new domain scan which worked fine, however, I've noticed that the physical memory isn't reporting the correct amount of RAM for any of the computers. As an example, my PC has 2 GB of RAM and it is reporting it as 1MB of Total memory (and all memory readings for that matter). How can this be corrected? I've included screenshots of my memory reading from windows and the service desk plus report. Thanks for your assistance...
Change Managemnt
Is there a change managemnt modual or for that can be used?
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