Mandatory Fields getting bypassed
I have a custom field and my workstations field that are marked as mandatory and that the user can view and set, but they can submit a ticket without selecting any items. Am I missing something?
How to export / import data from older version into newer
We have just installed ServiceDesk Plus v 5.5.0 Build no. 5506 onto a windows 2000 server. We need to transfer all the servicedesk data from our XP machine running ServiceDesk Plus v 5.5.0 Build no. 5501. We've tried doing a restore of the backup but it says something about it being incompatible. How can we export the data from build 5501 into build 5506 ?
customize canned ticket fields
I was able before to modify a text file within SDP to change the "title" field to have a different title. I found the tip someplace within the discussion forums, but I don't remember what it was. I lost my customized file when I applied the last patch.
cannot see 'Report' and 'technician' page
Hi, We are running ServiceDesk+. When click on "Report" and "Technician" icon, blank page shown. Please help. Thanks Koh Eng Huat
How to respond to a request?
How to respond to a request created by requestor? The requestor assigned the request to the techician (which is me) and when I logged in, select and edit the request, it still showed as not yet responded on Responded date. How does the system consider a request is responded by the technician? Thanks.
SD+ SMS Notification Rules
Using SD+, I have configured it to send SMS messages to certain technicians when a request is created - however, when a technician receives a phone call, they create a new request and then assign it to themselves. Is there a way to get the SMS messages to be sent to the technician EXCEPT when that particular technician created it? Basically, I want to receive a message whenever a request is created, except when I am the one creating it. I dont need to be notified if I am the creator. I have looked
Migrate from Windows to Linux
I want to migrate ServiceDesk from windows to linux. Is there a tool or way to do this without re-entering all data again?
Browse through requests
Is there a way in servicedesk plus to move through requests without having to go through the main request page. For example if i open the details of a request, i would want to move to the next request without going back to the main listing of all requests. Regards Engineer
Move multiple requests into a category
Hie Is there a way i can move more than one request into a selected categery rather than having to move then one @ a time. The reason i want to do this is i am reorgnising my requests in appropriate categories for easier reporting. Thanks Engineer
cant see Time Period
all the reports have no data,and cant see "Time Period block".after editing report,click "run report",it show "FAILURE :Unable to execute report ",and has nothing about it at "system log viewer"
ServiceDesk and Crystal Enterprise 10
Hi all, I am new to Crystal Enterprise (CE) 10. We are testing out CE and ServiceDesk in our environment and I am facing the following issue: I create an rpt file that runs fine. I can get the data from the Preview page. So, i publish it on CE and find that on clicking the Preview button, i get a page asking for user login and pwd. I enter root and click OK. Then i am taken back to the login page again. For some reason the database is not connecting. Another time I get the error: The database logon
Purchase Orders - How do you deal with non-taxable items?
Hi, I'm currently using, Version : 5.5.0 Build Number : 5506. My question is having to do with Purchase Orders... Is there a way to have the option to make certain items not taxable when creating a purchase order? Also, how do you deal with credits? Thanks in advance... Lauren
How to respond to a request?
How to respond to a request created by a requestor? When I created a request using a requestor and assigned to a technician, then I logged in as technician and saw the request assigned to me. I selected the request which then gave the detail and history of the request. But when I edited the request, I always saw the "Responded Date = Not yet responded". Why the respond date is still shown as not yet responded eventhough I am working on it? Thanks.
mail server settings
we have had email fetching working for a long time and all of a sudden it has stopped we did the usual to get it restarted stopped it rebooted the server after a while and reloaded it then started fetching still no joy. then we decided to change the accounts password we did this still no joy also put the exchange servers ip address in and we are still getting the following error FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem
User being CC'd
Hi, We have multiple accounts being used to receive mails for different subjects that all end up in our helpdesk email account. Now, when we Reply to an email via SD+, it automatically CCs the email account that received the email in the first place. Example: An email is sent to our webpublish account, the email becomes a ticket in SD+ that uses the account Helpdesk. When our webpublish departmant replies to the email to clarify a request, the user and the webpublish receive the reply automatically.
number of techniciens
Hi, we have purchased a 5 technicien licence but we are having a problem with creating the 5th tech. as we get the following error FAILURE :Your license does not allow login access to more than 5 technicians Could someone explain what I have to do as I seem to remember reading that the "administrator" account wasn't counted in the tech. licences anymore. Thanks to all for a great software. Keep up the great work. John
Customize Purchase Order printed layout
Is it possible to customize our own layout of the Purchase Order? If yes, how do we go about doing it? Thanks
Cant start the service desk after a new installation
Hi there, Im trying to install servicedesk to a new server which already has some websites on it (albite IIS ones) and has some kind of Microsoft sql server service running on it which was installed as part of the SQL Server 2000 report services (would it clash with MYSQL ??) Anyway the page just will not load. There were no errors at all when I installed ServiceDesk. When I go to wrapper.log this is what I see... STATUS | wrapper | 2006/10/12 09:10:57 | ManageEngine ServiceDesk 4 installed. STATUS
Conditions
Hi, I'm currently testing the professional Edition Build Number : 5505 of the ServiceDesk ManageEngine and I'm having problems while setting the conditions for the SLAs or the Business Rules. If I set for example a condition: if the requester name is and I click Add, the condition is added, then when I save, and I re-enter to edit the SLA or business rule, the condition disappears.... Please advise on the possible reasons causing this problem. Thank you, Chady Saad
Reporting - Subcategory consolidation
Hi, Back in December 2005 someone asked for the ability to print report by "Main Category" He explained it well here: forums.adventnet.com/viewtopic.php?t=6739 Your response indicated that it was being worked on for future release. We also have a need for this consolidated report. Has there been any progress made with this? Thanks Jerry
HTML
Since upgrading to the latest version, whenever I click on Edit Support Call, all of the HTML formatting is shown??? any ideas??
Request confirmation
1. Is there ability to verify a request before it�s assigned to the end technician? Like there is a requester, his department director(s) and technician, before the request is being processed by the technician, it must be verified and confirmed by a director(s). 2. In inventory mode, is there an ability to automatically track assets reassigning from one user to another, like some kind of history.
We have come again with a new release........
The next upgrade pack with more than a dozen of features and bug fixes is out. The latest version is 5.5 (Build Version 5500). Its available here : http://manageengine.adventnet.com/products/service-desk/download.html Are you an existing user of ServiceDesk Plus? Then, the service pack is here : http://manageengine.adventnet.com/products/service-desk/service-packs.html Instructions to apply the Service Pack: 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh
increasing the number of licenced users
Hi We have been using SD+ for just over a month on a 2-user licence. Because of its success I will need to increase the number of licences to 5. Is it possible to increase my current licence from 2 to 5? Thanks PaulG
Can't change language
Hi I have a problem with "Personolize" link .... After appearance for the second, a language changing tab is disappear ... and i see only a "change password" options ... I tryed with IE and Firefox to ...... And i need to know in what DB table i can change a language setting for specific user ..... Thanks!
URGENT - Purchase Order Logo
Hi there We've recently upgraded to build 5504 and so far so good, EXCEPT, that this morning we went to print off some purchase orders to find out company logo had changed from the usual National Starch logo to ACME helpdesk!!! The NSC logo is on the SD+ log on screen, it's on the top of every window, but NOT where it used to be on the PO!!! We need an urgent fix for this as we have a number of POs waiting to go out today. PLEASE HELP ASAP Thanks Helen
create two forms
Hello I am working at one of the college in UAE, I downloaded the software and our college deal with two types of helpdesk requests 1- Laptop requests And 2- Staff request And each form had some certain type of field is there any way to create two forms please advice thank you Regards klaithem
Disable browser launch at startup
Is there anyway to prevent the system from launching a web browser window to the ServiceDesk login page when you start ServiceDesk? Since it's being started as a system process, I don't want the "system" account launching any web browsers.
Change HTML Header for the browsers
I would like to change the HTML Header (title) from AdventNet ManageEngine ServiceDesk Plus to show our company name so our employees know it is our help desk. We have changed the logos but would like to further customize it. Please advise what steps need to be done to accomplish this!
Jump to Resolutions before closing a job
I am keen to keep the resolutions up to date and I want to force my Techs to use it but it is too easy for them just to close the job, rather than filling in the details of the job. Is it possible to configure SD so that when I click to close a job it either prompts me to add a resolution or jumps to the resolution page before closing. Thanks Andrew Loughnan
Notificaion Emails - Send upon new ticket
I was wondering if it was possible to do this. When a user creates a new ticket, for an email to be sent to X@Y.Z However, when lets say I create a ticket and assign it to myself only I get an email. Basically, when a ticket is created and is unassigned, notify X@Y.Z otherwise, dont. I want to be notified when there is a new ticket, but not when a co-worker creates one .
Microsoft IIS Integration
I found some older posts on IIS Integration that were were kind of old and really didn't answer my questions. Some of the posts I've read dated back to Dec. 05 and some stated that IIS integration was supposed to happen sometime Sept. 06. Can SDP use IIS as the web server instead of the native web server shipped with SDP? My SDP system run on Windows Server 2003. I am using version 5.5.0 Build 5501. I use https to access SDP internally The server I run SDP on as a fairly robust server. I am tasked
Stop Timer gone missing
Hi Since upgrading to 5501 I have lost the ability to Stop Timer on the Actions menu. If I ugrade to 5502 will this be rectified or have you moved the option somewhere else? Thanks
Tickets not re-opened when replied by user
We have a problem with Servicedesk Plus 5504. When a user replies to our e-mail the ticket is not always opened again. This is what happened friday: Request History [Notification History] Created by System on Fri, 06 Oct 2006 15:18:03 Operation : CREATE , Performed by : System Updated by Bas on Fri, 06 Oct 2006 15:33:54 Request Updated by : Bas Group changed from New requests to Request for change CREATEDTIME changed from 6 Oct 2006, 15:18:04 to 6 Oct 2006, 15:33:54 Technician changed from None to
Mail Server Settings - Fetching Mail � Deletion
Hi, The Helpdesk - Mail Server Settings warns that "During mail fetching, AdventNet ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence please create a separate mail account and alias it to this mail id" 1. Does this mean that, if i press "stop fetching" and "start fetching" email will be deleted. 2. When i re boot the server and the fetch process re starts, will this delete emails? I notice there is a note about aliasing, however there is no detail
Unable to replace image under General properties for reports
I have been unable to replace the "Acme Help Desk" image that appears on the reports in 5504. My image is 102x40 but it still will not replace. I have been able to import all of the other images just fine. Any advice?
Customization Requests
We would like to see some more customization options such as: 1. Customize the columns and statuses available in the Global View area of the Home tab. 2. Allow the Filters in the requests tabs to be customized. Include a filter for status. Thank You
Assigning assets
hi, something that i have noticed that would be useful to us is that when you go into asset summary, and you get a list of all your assets, would it be possible to have it so we can modify which coloums we can see for example we would like the barcode field becasuse the way we have our stuff set up is relied mostly on the barcode, but if we could customize the colums we want to be able to see that would be good the other thing is would it also be possible for us to have an assign to option on the
View Search Filter Always On
We would love to have the search filter option always stay on screen instead of always having to click the search icon to filter our requests to view.
Merge request bug fix
Love the feature Merge request, but the main request should not be able to close until all the merged conversations are closed. When creating the primary request perhaps this feature can be specified with a logical toggle check mark, indicating all conversations will have to be completed before it can be closed? Thank you. Robert Malsom
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