resulsts from inventory scan
after running a network scan to update the machines on the inventory lists I've found that some of the info thats coming back is wrong I've attached a sample of my machine which has 4 GB of RAM, according to SD I've only got 3MB ? Not that this is a major problem, but it would have been handy when using the advanced filters, to pick up on low spec machines on the network
Request templates
Dropdown for request templates is not visible for requesters, only for technicans. Running 6000, maybe it's fixed in 6002?
SD plus V6
Hi upgraded to new 6 version, We now have problems. The ones I know of at the moment are 1. Merging calls bombs out with a HTT status 500 error. 2. We cant search for closure categories even though they exist it doesnt find them. Also I would like to bring up that I have requested a pick list for closure categories since we started using this software. I even had other people reply to my post agreeing this would be a good option. I even think one of your team said it would be good. I cant believe
Find a word in the "Contents text field" instead o
I need to find all solutions where a certain word is used in the Contents text field. I can only find a keyword, if this keyword is used with a solution. But what if I placed this word only in the Contents text field? I don't see this solution if I search for it. Example: I like to find all solutins where the word "mail" is used in the Contents text field. Now I only see the results where the word "mail" is used as keyword. Is this correct? Or Am I doing something wrong?
AD User Import Feature Request
It would be very nice if the AD user import allowed for filtering. Example: I only want to import users who are members of a certain AD Group. This would be a nice addition and should not be difficult to implement. Allow the admin to specify a filtering attribute string after they select an OU to import from. In my example above I would select my OU with users. And then enter my filter "memberof=CN=MyGroup, OU=Groups, DC=test, DC=stuff, DC=com" AD allows for some very specific queries, it's a shame
Purchase Orders
I am disappointed with the purchase request part of 6.0...was hoping to have requester's have the ability to create a purchase request just like a work order request and then have a technician approve or reject the PO...currently...every person has to be a technician in order to create a PO...just not cost effective to have to burn a technician license just to creat a PO...
Unpicked Request Bug
This bug exists prior to SD6, and we hoped it would have been fixed in this release, but alas it hasn't. The "Send notification to technician(s) when a request in this group is left unpicked" doesn't honor the business hours and holidays schedule. We get "Unpicked" notifications even on weekends and the middle of the night. We would like to use this feature for help desk supervisors to make sure requests don't go unpicked for too long during business hours. In its current form, this feature is unusable.
Unable to delete a solution
I am unable to delete a solution. The "delete" button does not appear next to the solution (see screen shot). I have admin privileges. Please advise. Thanks! Carolyn
Allocate Assets While Importing from CSV
I have an Access database that I have been using for more than three years to maintain records on IT procurements. I have created a macro with a number of queries and the TransferText option to create a CSV file and populate it with the purchases I consider assets. When I run it the first time and import our assets from the CSV file into SD+, it will transfer (at present) 2387 items. Each subsequent time I run the macro, it will only identify assets that have been received since the previous run
ETA
Hi, It would be nice if there was a feature (or a field) called "time to solve" in which the technician would specify an estimated time in which the problem would be solved. Of course, the field would be visible to the requester. Gabi.
Initial Set Up - Completed Issues Help
Hi, Im just doing the initial set up of Service Desk and some testing and wonder if anyone can offer any advice? Once an issue has been closed it obviously appears in the completed view. Say then that the requester sends an email on that request, for instance if they're not happy with the response. Is there someway that the status can be changed? We do not particularly want to switch on technician notification emails as the support people are sat looking at issues and dont want emails all the time.
Requestors as Technicians
I am running SD+ (Build 6002) After doing an AD import, I am not able to promote a requestor to be a technician, after clicking on the link for a specific user, it brings me back to the list of requestors. All I want to do is once I have imported the users, all users will be listed under Requesters page. Click the user who is a technician and choose Change <username> as Technician option. This will move the user to Technicians list. Any help would be useful, I do not want to go back to version 5.5.
Logo on Topics page not appearing
Topics page not showing our logo that we have on header or login page. Is there another setting somewhere? http://hqsvlap04:8080/sd/showTopicDetails.sd?id=306 Thanks. Michelle
Active Directory & Service Desk Integration Question
Hello there, When creating a new request in ServiceDesk, after filling in the requester (which is pulling from AD), the fields for Phone Number and Department are auto-filled in the "Requester Details" section. We're wanting to use the "IP Phone" field in AD (under the telephones tab) as a spot for the computer IP address. Here's my question - is it possible to add a field in the "Requester Details" section of the request form that pulls info from the "IP Phone" AD field? The goal is for the technician
An update on 6.0
We are on the last mile to the 6.0 release, currently SDP 6.0 is under QA. This release will be more transparent. Actually you'll be part of the launch. You will have access to new feature implementations, you'll get a chance to voice your views. Simply you'll be in the know, what's happening here. We are really working hard for the release. Infact we are actually working through the holidays to make sure you'll have a stable release. You can expect the release by 2nd week of January 2007. We'll
Categorys
I have noticed with the new release that there is the option to have sub-categorys and item fields when logging calls. We do not need that function and would like to only have the top level and possibly the sub levels only. How can I turn off the item field? thanks Pete
Send notification to group
I created some groups in SDP and I set parameters to send email notification to technician assigned to group and reminder notification as well. The reminder notification is not working what can I look at to fix this problem.
Ticket time and server time
The ticket time is not in sync with the server time. It seems that the ticket time is GMT and we are -6 GMT. How do we fix this.
All Department Requests
I have set two users for the same department. If I filter for "All Department Requests", both users can see the list of all requests, however, they can open ther other user request to show full information. How do I enable it? Regards,
Hotfix to Version 6.0
An hotfix to resolve the issues reported with version 6.0 has been released. You can download the ppm from the following location : http://bonitas.adventnet.com/servicedesk/07Mar2007/AdventNet_ManageEngine_ServiceDesk_Plus_6_0_0_SP-23_0.ppm Note : a) All Customers using version 5500 and above can download this hotfix and apply it to the existing installation so as to migrate to 6.0 version. After applying the hotfix, the build version will change to 6001. b) It is recommended to test the patch on
Can't start SDP 6.0
Has worked for a week and now will not start, have moved to another server and still no luck CPU goes to 100% when the service starts until it stops
Frustration with categories
I have been trying to add some additional subcategories and items but constantly get the issue where nothing happens when you hit the "save" button. I just tried deleting another sub category after trying to add one all day, the deleted category was marked inactive at first. When I then tried to add the other category again it worked but the category I deleted came back as active again 1. Is there a limit to the amount of categorys, sub-category's and items you can have. 2. Can you explain the above
Initial Setup - CSV Help
Im doing the intial setup and have a list of requesters that I've created as a CSV file. After selecting the various columns and clicking import, I get a HTTP Status 500 error. When I check, it has actually imported about 15 users but errors after that. It's being installed on Windows Server 2003 R2. Any help would be appreciated.
Email problem - The given from Address is invalid.
Good morning everyone, i'm trying to configure an action for App. Manager to send a simple email but when i press the Execute green arrow to test it, i'm getting the following error :"The action TEST EMAIL has failed. The given from Address is invalid." In the admin options, my SMTP server is set with a working email, then for my specific action, i'm using an email on an another email domain. But i can't make it work for some unknown reason. My "from" email is working for our other monitoring consoles
Change Management w/SD Plus
How is everyone using SD PLus to implement Change Managment? Thanks in advance. Invision
Reporting and new version
Were there any changes to the database schema with the release of V6? If there was I can then update my links etc.. in crystal reports. thanks Pete
Notification problem
Here is the sla setup i have at the moment. for some reason there is an extra ( at the end of prority why is this and how can i stop it? is it to do with the "<" that is setup to describe the SLA? as it used to work. SLA Aragement Email Tech Recieves (same problem with requestor) Notfications
Importing information from AD
Although SD6 made the changes to allow selective information get import from Active Directory, but it seems to me it only works for 'Requestor'. When I import from AD and select 'email' only, the 'Requestor' behave correctly but 'Department' information still get populated across, not to the 'Requestor' but to the 'Department'. Not sure if there is a way to stop populating 'Department' information from AD or not. And, are there anyway to perform a 'bulk' update to 'Requestor' say update a list of
NOTE to technican
Requestor can submit NOTES to technican, but the technican will only receive an email saying there is a NOTE for a particular log number, and they need to go and search for them log, open it and look for the NOTE. Will it be easier for the technican is we can customize the NOTES to include the URL link of the log in order to make the whole process more efficient. KL
Insufficient audit for the approval process
SD6 has got approval function in it, but the problem I can see is both the approver and the technican can approve the request, and there are no audit showing 'exactly' who approved it. KL
automate data backup
Is there any way to automate data backup? Thanks! Carolyn
FeatureRequest: Enhanced WO-States
Maybe you can integrate in one of your next releases some more possibilities for the Ticket-State. I really would like to see two "closed" possibilities (as maybe somebody already seen in OTRS). - closed successfully - closed unsuccessfully This maybe helps in analyzing the requests... At present it's possible to edit the states. But i'm not shure if its possible to create these items in the current release. thanks F.
Multi department request form
I work on a technical support desk for a mobile phone company in the UK. We're currently trialling service desk plus for use as an internal helpdesk system. We have got it running exactly as we need it. However things have changed and I have been told that the new system will have to accommodate our billing department. They also receive internal requests through an existing system. The problem is Billing have their own requirements in the way of custom additional fields such as account numbers etc,
Requestor gives approval if the given solution is acceptable
After the technician solves a problem, the requestor will check if the solution is OK. If his problem is solved know, the requestor will need to close the request. Is this possible in the current 6 version? Or can only the technician close a request. If so, is there a workaround known.
ServiceDesk Service Pack 24 is not support with SQL Server
ServiceDesk Service Pack 24 is not support with SQL Server
SD6, Notes Disappear when editing a ticket
I noticed I had some notes on a ticket but due to the apostrophe in the subject line bug, I had to edit the ticket and remove the apostrophe and noticed after I saved the ticket, that the notes had disappeared. I then tested on a different ticket...I added a note, hit edit on the ticket, didn't change anything but just hit save, and the notes were no longer on the ticket. Derek
Problem fetching mail
We have a problem after upgrade to version 6 of SDP. Mail fetching last succeeded before the update and is now not functioning. - POP3 service is running on the mailserver. - Tried to stop fetching, restart the SDP server, and start the fetching after that None of this worked. Does anybody know what to do?
user interface issues
The width of the combo boxes for certain areas are too small and categories with longer names are cut off - for example in the case of the drop down list and the pop up window for categories of assets.See screenshot 1 and screenshot 2 Also the field Product in the Asset Details looks weird for categories with names longer than 19 characters.See screenshot 3 Please help me in this problem. It`s impossible to select de categories with large names from de combobox and i don`t intend to cut off names
Request reply throu MS Outlook 2003
Hi! We have found out that if one person reply directly from Outlook, SD+ system creates a new ID nummer as previus. Conversations is not longer there of course and in History you will find something like *** Merge by System on Fri, 02 Mar 2007 12:07:53 Request Merged , Performed by : System Request id 10745 is added as conversation for the request. *** Please Help! MVH Meli
multiple approval on PO
I would like to know if i can have multiple approvals on a PO as in my organization, multiple approvals on a PO is needed. I mean by that when i send the PO to different persons the PO is not approved until all persons approve the PO.
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