Assign Group Based on Category
Is there a way to automatically assign a ticket to a group based on the category? I know its possible to assign it to a specific technician, but we would like to assign it to an entire group. Thanks!
Replies to calls
Hi gang. I just know this is going to be simple.... When SD+ sends a "notification" to the user. If the user replies, it opens a new job. How do you stop this? Also, if a user replies, how do the technicians know there is a reply if a new job is not logged?
help me, can't not view survey
i am a user in helpdesk..after i receive survey email, i feedback to servicedek..but now i want to find or view my feedback information that i send to servicedesk but i can't see the link " View Survey " as the user guidle.. Help me please send answer to me by email : cathysgn@yahoo.com Thanks
History Report
Is there any way to create a report of changes on all desktops? I see the list of changes when I view the History for each machine. I would like to have a global report of all changes without looking at each machine.
Dutch language support & EOY release date
Hi, we might be buying SD+ as our primary helpdesk tool since most of our issues with the current version appear to be resolved in the coming Q4 release of SD+. I just have two important questions left: is there a release dat planned for the upcoming release. We might want to start implementing this month but if we need to reinstall / upgrade right after we've gone live we might be better of waiting a few more weeks for this new version. Is there any plan for a Dutch translation (of the customer
Can requester cancel request?
I am guessing I am just missing something, but is it possible for the requester to simply cancel a request (or close) after it is submitted? For instance, they submit help for lost email, then realize they are on the wrong computer (no, that would never happen), so they just want to cancel it and thus not show as any time alloted out of IT?
Can helpdesk be setup to allow users to logon automatically
I have domain authentication setup and working but would like users to be able to login automatically, is this possible to achieve
back up location
i wish to change the back up location so that it doesnt backup locally, because if the machine dies i have lost my backup, i have gone in and edited the backupdata.bat file to the following see high lighted in red, i have changed it do it saves to a network share i have created but even still seems to back up locally, i have missed somthing, many thanks please see below the file i have edited. @echo off rem $Id: backUpData.bat,v 1.6 2005/12/15 07:41:49 sudhal Exp $ rem Please ensure that JAVA_HOME
Purchase Order Permissions
They don't seem to work properly or at least how I'd like them. Everyone in our department is allowed to raise a purchase order but when they want to add a vendor or items they need to be in the SD admin role for it to work, you can see why that is not acceptable. Thanks Darren
Auto Assign Ticket
Hey guys, trying to launch this app to people, i need to be able to assign a new request/ticket to certain techs BUT the end user has to choose ex: location ... USA? UK? and whatever they choose, is who the ticket will go to.. USA -> TOm UK -> Steve. etc anyway i can achieve this? i have been trying with "Groups" but hasnt worked. the end user cant see that field
Linux version install
Hello Support or Service desk users I searched the forum before posting this, but couldn't find related post. Can Linux version of ServiceDesk be installed on NFS share? If yes, are there any web/database access performance issues that we should be worried of. -TIA
Connection to RPC server in the workstation failed Solution
I have been having an issue with scanning workstations FAILURE :Connection to RPC server in the workstation failed. After reading the forum and trying all options I noticed user login failures in the event viewer of the workstation. (XP) I rejoined the computer to the domain using the existing account and can scan fine now. Even though the DHCP server had created a lease and there were DNS records for this workstation and the account seemed to be ok, rejoining made the difference. I am not sure why,
MSP Edition - Outlook integration
Hello, We are an IT company looking for both a network management solution and a helpdesk system to serve our customers better. I�m interested in OpManager MSP and ServiceDesk MSP or SupportDesk(?). Are there any Outlook/Exchange integration in these products? We work today with MS mobile devices and ActiveSync. if so, can a technican create a new ticket from the mobile device? Maybe a WAP page? Thanks for answers!
Vista Support for Windows Domain Scan
I am testing Windows Vista in our office to determine if I really want to move to the platform. I am wondering if there is a way to Windows Domain scan for assets in SD+ to a Vista Box. The old dconcnfg doesnt seem to exist in Vista. I really havent dug around too much to see what/how it was replaced yet. I just thought I would ping the group here and see if someone else has figured this out before I try. Thanks Ken
Add Time Entry edit
Sometimes when a technician tries to edit a time entry on a ticket, an hour is added to the time. If the technician isn't paying attention to the time, the ticket will have more time on it than was actually spent. Anyone else see this occur? Or find a cause?
Why I understand "Connection to RPC server error ?"
I turn off Firewall and enable RPC server in my computer. I get gpedit.msc -> turn off Firewall.enable RPC server I troubleshooting follow your web. a. From Start -> Run -> gpedit.msc (to open Group policy editor) b. Computer Configuration folder. c. Open the Administrative Templates folder. d. Open the Network folder. e. Open the Network Connections folder. f. Open the Windows Firewall folder. g. If the computer is in the domain, then open the Domain Profile folder; otherwise, open the Standard
Save data and migrate (patch apply)
Hi, One stupid question. I've found a SD+ 5.0.0 build 5008 and everything is ok i work in it. After evaluation period expiration i go to adventnet web site, it was very interesting... but current version of SD+ is already 5.5.0 I've try a newone but my backup data can't be restored on 5.5.0 .... After it i download a lot of migration packs and service packs but all of them call an error ... Q: How i can upgrade existed 5.0.0 build 5008 to the current version for saving data (inventarisation, assets,
Can technician/requestor have report function?
Can I assign "Report" function to technician/requestor? Currently, only administrator has this function. Thx.
SD+ not starting after patch
I installed the new patch today and now my SD+ will not start. This is an on going request I have with SD support folks ( [Request ID :##52521##] : Service Desk + Becomes unavailable). I ran run.bat and this is the result: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: C:\AdventNet\ME\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
change date to 24hr
Hi How do I change the date to show as 24hr? Thanks
End User Training
Hey guys, is there some type of training we can give the end user? we want to publish this to the users now that we finally purchased it. Thanx!
Removing options for local authentication
I need some help here with I am probably just missing something simple here. When authenticating with AD is there a way to remove the options for local authentication and the remember me tick box on the logon screen? :?
Custom fields on Contracts Database
This would be really helpful as we are using the contracts database more and more and would like to categorise our contracts. Damian
How to scan systems with Windows Firewall enabled?
Is there a port or program setting I can make on remote workstations to allow for ServiceDesk Plus to scan them for HW/SW inventory scanning purposes? Are there any special settings I need to make with McAfee as well? I also noticed that when I tried testing for my workstation using a specific IP address, the entire subnet was being scanned. I also used ethereal to sniff the network and I didn't see any traffic that indicated a scan on my workstation, which suggests that the firewall is blocking
Junk Notification Filter
Hello, Under Notification section in the Admin tools. I deleted by mistake the default entries for Junk Notification Filter Title fields. Can anyone tell me what they were. Thanks,
AD in srvice desk
i am looking to use service desk to replace our current system. the only thing stopping me at the moment is an issue with AD. our domain is a tree of 4 domains with top domain (1 for ease) and then 3 domains below (2,3,4). when using service desk to do this scan it can see 1 and 2 but 3 and 4 cannot be contacted.
Create user
It would be great if you could add a "Create requestor" button on the Requestor List from the Quick Create dialog. As is now, I "have to close the dialog" then create the requestor.
v5. Assets allocation - Need features
I can allocate asset to department, user or Workstation... It's not enought (as I think)... For Example, I have 10 DIMM modules (separately). 2 of them on my desk (ok, allocated to user... hmmm, may be...), 3 of them in server room in bookshelf, 4 of them in hardware stuff box, and last one somewhere in remote office. Of course, I can make all this places as departments (Bookshelf department, hardware stuff box dept... ) but it's not so clear... :) May be, SD needs some tools for placement management?
Service desk-plus
We are using fresh machine P-IV 1.72Ghz. 512 MB RAM, OS- WinXP -SP2 for installing Service desk plus version 5.5. But the problem is service for service desk plus starting for a while and get off immediately, without flashing any error. So may I know the reason behind this.
viewing the parent and child category?
Is there anyway of viewing the parent and child category. At the moment you can chose a sub category from a parent but you can not see the parent, this can cause problems is you have two or more childern categories that are the same.
Restore data from Build 5501 onto Build 5507?
We've just rebuilt our SDP server and have installed the latest build (5507) onto it. However, when it comes to restore our data which comes from 5501, it says... "Sorry, data cannot be restored. The data to be restored is not compatible with this installation of AdventNet ManageEngine ServiceDesk Plus" Any ideas how I can use this data? It seems pointless going all the way back to 5501 just to moved back to 5507. I've also sent this to support@servicedeskplus.com
AD USER CAN'T IPMORT want help thanks
some information Import Wizard Import results Import Requesters, Complete... 100% Completed... Imported 0 of 98 Requesters Total Requesters in Active Directory 98 � Added Records 0 � Overwritten Records 0 � Failed Records 98 why?thanksalot
Checking additional fields for SLAs
I appreciate that this will be sorted with the MSP version next year, but can we have the ability to check the email fields for a domain rather than an individual address please? We have an sla that depends on the job coming in from anyone@company.co.uk so to be able to check *@company.co.uk would be good. Thanks p.s. If it already exists can you point me to the correct place to set it up?
SD as subfolder while installing
hi, would like to know, whether its possible to install SD as subfolder instead of parent website ? for eg: i want to have url something like http://support.xyz.com/servicedesk ? if so, pls provide more details on the same. thank you ! regards,
How can I add a Printer to the Inventorylist?
Hey Guys I �ve got a problem I don�t know how to add a Printer manually to the Inventorylist without scaning a computer? I need the Solution very fast please. THX Madmike :D
What happend to the Merge Request option
Hey, I drilled down into the detail of a request and went to use the Merge Request option from the Action menu and it's gone. Where'd it go? I use that all the time. Thanks
How does email notification work for unpick request?
I configured a group with "Send notification to technician(s) when a request in this group is left unpicked" set to 5 minutes and turn on "Alert group members by Email, when a request is left unpicked in a group" under Notification rule. But still i am not receving any notification from the system once the request was not picked for more than 5 minutes. I created a group called "BSA technical support group" with technician "BSA technical support" and turn on this function to set to 5 minutes. It
Reporting (ie. Closed Request Last Week & Currently Open
I am trying to create a custom report for each of our clients (departments) at the end of the week, which I can forward on to them via e-mail (with the following parameters). 1. Show Closed Requests for the last week; & 2. Currently Open Requests. Is this possible? Thanks in advance,
possible to have requester fields hidden?
Is it possible to create additional fields for the requesters that are viewable only by technicians ? Thanks Greg
SD+ External Access
SD+ is currently configured for port 80. It works perfectly fine on our internal network. We would like users to be able to enter requests and to access SD+ from home or externally from our network. I am aware there is currently no IIS support, and every forum post i've read so far says I should be able to access SD+ externally. We've opened port 80 on our firewall and have an external static IP pointing to our internal static IP of our internal server. What am I doing wrong? Thanks for the help.
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