add custom fields to requesters
We ask our users to provide answers 3 sectary questions so we need the ability to attach the answers to there account. At the moment we are putting them in the notes window at the moment. Am I right in thinking that user can not see what is added to the requester notes by technicians? Can I ask for the ability to add custom fields to requesters account info to be added to the next update?
Help qurey needed urgently
hi, can someone please write me a query that shows me the workstations i have and the assests that are attached to them, need this pretty quick saves me going into each one and checking as we have a lot of machines, thanks
Due by Date Not being Calculated
Hi I am trying to enable the SLA part of Helpdesk after being disabled because there was not a business need. It is now not calculating the due by time/date. I am running version 5.5.0 build 5501. Thanks
Can't delete department
Hi there, I'm trying to delete a Department which I added earlier. Im sure there are no users linked to this department, though i can't delete it. I get the following message: FAILURE :Department is being used by a module. Hence cannot delete it. I restarted the ServiceDesk a few times, and checked al users.. What can I do from here? Regards, Nick
Dcom
I have been testing Service Desk for the past few days but I still get the Dcom error, I enabled the D com and I added ports 7, 135,445,1085. The thing is that I test it in VMWARE and I am able to ping the machine I am testing and I can VNC but I can not scan it. Here is the other catch the machine is not on a domain but when I select the network option or domain work group I still get the access denied error or DCOM. I do not think it is the DCOM the question is do I need to be a domain admin and
Categories
We are trying very hard to implement ITIL and SAS70 by making use of SD+. One area where I cannot seem to get a work around on is Change Control. I separate requests using the categories into 3: Incidents, Requests for Change and Requests for Service. (A generic example can be found at the bottom of this post) The trouble is that only certain users should have permission to make Requests for Change but I cannot stop them from choosing categories. Could there be a way to hide categories by permission
Integration with other web sites
Is it possible to integrate SD+ with other sites as for example add content to the requestor login? We have a support document service from another supplier. I would like to add a link to that service from the page a requestor log in to. As a menu link to: "Read our support documents" or something like that. Is it possible? Otherwise, suggestion for improvement.
Removing helpdesk portion without using liscenses
Currently we are using SD+ for inventory and solution uses, and have not yet implemented the help desk portion of the software. We want normal users (non-technicians) to be able to view the solutions that we have created in the software, but we dont want them using the help desk features of the software. I am aware that this can be setup by creating a role that gives users those permissions, but to do so would require us to have a license for each user. And since we cant modify the SDGuest role and
Export Contact for sending email
I have a question of the following: Is there a way to export contact for sending email. I can not found a way in the howto, en don`t understand "Road Map". I hope somebody can help my.
Unassign technician from existing request should show bold
We have upgraded to 5506 from 5001. Now new when only unassigning technician from existing request, but keeping the existing group the request does not show bold in the request list. Any setting issue or is this a bug? Pls advise / Thanks Matt
Duplicate scans of computers
I've noticed that for some reason, I've got multiple entries for the same workstation when I've done domain scans. Later we changed the system name of the computer (ie its name in active directory) and now we have duplicates. Is there any way to make the scans with the same service tag (which is the serial numbers in our case) to be a unique field, and whenever a scan is done that has the same serial number for it to override the info for that computer? We tend to do a lot of reformats and change
Department heads to see all requests for their department
The subject title pretty much sums it up. Not able to do anything but just see the status and information. Thanks Darren
blank page
one thing we have noticed latly is, when i log on to the service desk first thing in the morning, i load the page and it says done but the page is blank, i have to log onto the server and restart for it to be ok again, any advice would be appreciated. many thanks ryan
Business Rules not always working (depending on address)
Hello, I have some business rules setup to assign emails to a particular group or technician based on which email address it was sent to. I've found out that any email address with the word "support" in it will circumvent the business rule and simply leave the message unassigned. Is this a glitch and is there any way to work around this? Thanks for your help! Greg.
How to Identify NON-PC hardware?
Hello, is there a way to identify NON-PC devices (like ThinClient, routers and similar things) within our network. Those are currently listed as �Not-Assigned�. Kind regards Wolfgang
Global View and Lost Connection
2 Issues: 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. We are running SD+ Version 5.5.0 Service Pack 5502 Thanks
Connection to RPC server in the workstation failed
Ok, I use to be able to scan computers on our network without a problem...now I cannot do this any longer. The error message is: "Connection to RPC server in the workstation failed" I've seen other posts on here about this and it seems no one has a solution...but I'm positive that there has to be one, so I'm trying it again. I'm running our SD+ on a Windows Server 2003 R2 SP1 and I know there are some issues with this platform on the SD side that are being worked on, but it's regarding another issue.
Filter Requesters
Is there a way currently (or in the upcoming Sept. release) to filter requesters within the admin account? We currently have two requesters whose resolutions cannot be completed within the next couple of months due to hardware and software upgrades that need completed first. Currently about 80% of our request list is comprised of these two requesters and we find ourselves needing to sift through a very long list to find the requests than demand our immediate attention. If there was a way to create
Newbie User - Old Import Query - Possibly
I have just bought the SD+ ( amongst other adventnet Product ) ... It is brill. I have gone through the forums to see if there were possibilities around importing request details from an older other OEM helpdesk. I read in a post from last may that such a feature was due q4 2006. Any update? DOLO
Global View - Lost Connection - Cant Start Service
3 Issues: Running SD+ 5.5.0 Build 5502 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. Then: Migrated to 5506 3) Cannot
setup scan over internet
I want to scan my workstations which location in serval locations. They are setup as workgroup and connect to internet by DSL. How can I setup the SD+ to show those workstations?
new W.S. config: status "location" field
Hi all, in the admin module of SD+ I have added all our company's locations. However when I try to add a new workstation, the location field (under general info) is NOT a <PULL DOWN> box filled with those locations be a free form where anything can be added. Isn't this inconsistent, will I not get all kinds of different locations besides my default locations added under <admin>. How will this be stored in the database and will this not result in discrepancies when generating reports for locations,
Hotfix released
Hi All, Here comes another update to 5.5 version. The latest build version of SD+ is 5507. You can download the same from here: manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-20_0.ppm Issues fixed in Hotfix- Build 5507: * 'This week' graph in global view not displayed properly has been fixed. Instructions to apply this hotfix: 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin
new request: attach "asset" instead of "works
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
delete location: data integrity?
Hi, we were wondering what would happen to SD+ if we delete a "location" which has active requests. For example we could delete the default "India" location without any trouble or warning related to the database integrity. Will there be consistency when I delete a location that has assigned tickets and what will the location of those tickets be? thanks, stefan.
scann in progress all the time - Databas maintanance
Hi all, It seems that windows domain scanning get crazy. It's running all the time. But in inventory is nothing new. We have also noticed that HelpDesk is very slow with responding when you want to reply on some helprequest for example. We just wondering can we do some database maintainance to re-organise database. Is it possible to get username and password for mysql database. Please respond! BR /Meli
Notification Rules: Additional
We would like to add a new Requester Notification - Send a notification to the Requestor when a technician has been assigned to their ticket - include technician information. Is that on your roadmap? Thanks
Forwarding a request generates new request
I just discovered a problem with the request forwarding feature. When I forward a request to a person other than the one that created the request, and that person replies back, it creates a new request instead of just adding to the conversation on the existing request. Oddly, the reply feature doesn't have this problem. The problem was previously described in the following post on this message board: forums.adventnet.com/viewtopic.php?t=10304 Currently we are using the merge request feature to handle
Security right's
hi would it be possible to have a section where we can allocate security rights so we can hide tabs for example, our development depart needs access to the reports tab but doesnt need acces to the inventory items the only way they get access is to ad them as an admin and this is not practical, can you let me know if youhave any plans for this, many thanks ryan
Restore Issue
I'm trying to restore a backup from October 18th. It's saying that the data/system desk versions are different so we can't restore the backup. I've tried uninstalling the last few service packs so i can restore the data to the correct version of service desk however the uninstall feature doesn't work! Is there anyway I can upgrade the data to SP19 as i need to restore this data.
Running SD on server with multiple IP's
I would like to run Service Desk on a server that currently has multiple websites and I would not like to use an alternate port (i.e I would like to use port80). Typically I would simply create an additional IP on the server and bind the website / Web server to that IP. The configuration of Service Desk to use this is eluding me. I have seen another post related to this request / problem but it was last changed in 2005. Is it yet possible to bind the server to an IP other than the default IP of the
Content Variables
Is there a feature yet that lets you edit content variables, or is it already somewhere in the adventnet folder in some XML file that I can edit properties. I need to change the link that "Click for details" brings you to. Thank you in advance
new request: "asset" instead of "workstation&
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
Assigning workstations to requesters and departments
Hello, Can someone tell me how I can assign both a department and a requester to a workstation so that I can do reports for each department? Many thanks.
Blackberry
hi is there anyway we can use our blackberries to get to service desk, i have tried but it does not show the page.
SLA Escalation
Hi, I'm currently using, Version : 5.5.0 Build Number : 5506. My problem is having to do with SLA Level of Escalation. I have 15 different types of SLA Rules and enabled three levels of escalation in them. I have the Resolution Time set for 20 minutes. After the resolution time elapses, it escalates to level 1. That person receives a Request Overdue E-mail. (Great! looks good) After 20 minutes in level 1, it's suppose to escalates to level 2. Unfortunately, from that point on I never receive a level
tax rate rounding errors in edit PO
Dear SD+ team, when I edit an existing PO, I sometimes get strange values for the tax rate (5.999985542784122, see attached), as well as sometimes for Sales Tax and Total Cost. The final PO is fine again.
Using SSL e-mail checking with ServiceDesk Plus
I'm trying out ServiceDesk Plus and would like to set up the interface to download e-mails and make tickets out of them, but the mail server here uses SSL and this seems to only support POP and IMAP. Is it possible to get this to work?
Crashes
ServiceDesk has crashed numerous times lately, mostly random. Here is a piece of the log file. [09:42:33:695]|[10-24-2006]|[com.adventnet.servicedesk.helpdesk.sla.util.SLAEscalation]|[SEVERE]|[23]|: Exception while trying to get the unpicked requests.|com.adventnet.persistence.DataAccessException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Workstation Affiliation
I have what appear to be two choicees in 5.5.0.5501 Either show all assets to which any requestor can choose or lcok it down and only show what computer is assigned to them. Each department in my company has a laptop available for thier staff to travel with. Since I can only assign either one user or one department there appears to be no way to make the association. I wnt the requestor to tell me which computer they are having a problem with and not to have to scroll down a monster list. Along these
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