Cultural issue with status message
There's a message that pops up when you change a users password that says: Please intimate the change of password to ____________ <some user> In America, intimate is used as an adjective at most times to indicate someone you have a very close relationship with, ie, to indicate you've had sex with them. for example: "John says he has been intimate with Jane." In other areas, intimate is used as a verb to convey a message. for example: "One might intimate that John smells funny." While intimate is
user import form AD
Hello, We just purchased Servicedesk Application. I can scan the network for workstations, but I can not Import users from AD Can you please help me with this problem Thanks Johny
Will SD allow import of old Requests
Hi I am working through updating SD as this is now a replacement for our existing Helpdesk solution/program. SD is far superior and quicker to use. I have a question relating to importing old/closed requests from a csv file into SD. The csv file shows CALL NO: HA0001x STATUS :CLOSED DATE OPENED: PRIORITY: CRITICAL, HIGH, NORMAL ASSIGNED: (to which engineer) USER: (requester) ITEM NO: (asset, invenory number) REQUEST SUMMARY: request description Ideally i would like to carry the history from the old
Asset entry vs. what's entered from Active Directory?
We pulled in a large list of workstations from Active Directory, but as we go through the asset portion, we see NONE of these workstations listed as assets. While there is a way to import a CSV list of assets, how do they compare to what assets we see already in inventory? The list of assets available seem to be those that are allowed as a product type. How do we make existing machines an ASSET? Justin
What permissions are required to add vendors?
What is the level of permission required to add vendors and product types for inclusion into PO's? We tried adding all PO privileges, but that didn't seem to be it. Any idea? Justin
Attachments For Requests
When you have multiple attachments on a Request you cannot delete an attachment in internet explorer but its OK in firefox
Question
Greetings I`ve send my contact details twice already (you asked me about it) to sd support and i`m waiting for response from three weeks now ... (?) Regards Bart
Maximum of 7 techs seen in Global View
Can we have a scroll bar that allows for more than 7 techs to be seen for the ticket workload when viewing the global view? Justin
MySQL failed to start error
Support I have recently downloaded Service Desk Plus and bought the license for the 5 tech version. I have installed it, but cannot get it up and running. I have tried it both on port 8080 and port 8100. When I try to start it from the command line with the run.bat file, I receive the error "Trying to start MySQL server failed". I am running Windows 2003 server with Symantec Backup Exec 10. I have successfully installed both Event logger and Patch Quest. Any help from support would be appreciated.
Service Pack upgrade problems. HELP!!
Hi, I have been using SD+ ever since SD+4 and have upgraded to 5 then 5 sp2 then sp3. My current build# is 5003. For some reason i have not been able to upgrade to any other sp after sp3. Issue During the upgrade of sp10, it will stop at 98% and then uninstalls itself. It does this to all sp after sp3. Let me know if you require more detail. Thanks
PO upgrades requested
We'd like a couple of PO updates requested. 1. Multiple shipping sites selectable (I think I requested this earlier, but in case I didn't...) 2. Ability to have different tax brackets based on location being shipped to. 3. Ability to not tax intangibles (like contracts, service agreements, etc) Currently, tax is applied to ALL items on a PO. Can we have a checkbox next to each item that indicates taxable/non-taxable. 4. Be able to enter a dollar amount instead of a tax percentage (when the vendor
Requester name w/punctuation not seen in requests summary
We have a requester with the following name: Wilkins, Patrick 'PJ' His name is not seen on the Requests summary page. Can this be fixed? Justin
Blue box error, does it have a secondary effect?
I reported the blue box error before, and it was acknowledged as an error. But one of my techs had a blue box error today, and she was unable to enter a resolution. It took her to a screen with a few links at the top, but no box to open up to enter in the resolution text, etc. I can go into that ticket, and I don't see a blue box, and I can get into the resolution screen. I noticed that there (She's on IE, I'm on Firefox) Is this a secondary issue of the blue box error? I noticed in the history tab
Contracts
When entering the support details for a contract it lets you enter more text than is saved. If there is a limit on what can be entered here it should really be enforced in the user interface instead of truncated upon submission. Also once a contract has been created and saved you cannot then go back into it and then attach a document which can also be a bit annoying. Also once you have attached a document to a contract you cannot then go back and edit it as you can e.g. in Solutions David
Custom Report can not be seen
Dear all, I have Created Custom Report, I can see and run the custom report. But the other admin cannot see the custom report . I want to create report that can be access by all admin. Thanks Flow
Sumary reports
Hi I'm still having problems to generate the summary reports as I told you before I'm running servicedesk from a server with windows server 2003. the version Im using is AdventNet ManageEngine ServiceDesk Plus 5.0.0. here is an attachment with my problem
Summary Reports
Hi, I'm having problems to generate the Summary Reports, the reports show no numbers or results, is this a configuration problem? :?:
Is this old bug being addressed in this new release?
I reported a few months ago about how you can go to the home page as an admin, see all the techs with numbers correlating to their open tickets, etc. So when you click on the number associated with the open tickets for that tech, it puts you into the request screen, with a search bar included, but it has part of your name scattered into the status box. Was that going to be addressed in this release? Justin
SLA agreements
I am having trouble with SLA agreements, when I choose a category as a criteria and set a resolution time (example 2 days) when the request comes in it still defaults back to 4 hours. No matter how many days I set the resolution too!
Very high CPU usage v. 5.010 (probable cause found)
I had some complaints about SD+ running slow at times, and happened to find some interesting things going on at the same time in the log file. I was using process explorer (sysinternals.org), selecting the java process on the server, and then selecting the graphing option. The process was running throughout the morning, and I noticed a rather large rise in CPU usage which went on for a VERY long time, then plummeted all of a sudden. 1. A particular tech was shown doing updates, etc. but he did NOT
Emails appear as HTML, and are unreadable in any mail viewer
Hi, In some circumstances, emails from HelpDesk appear as HTML with the formatting still visible. An example is below: Request details are : Created by : Julie LESTER Due by date : 14-Jun-2006 10:26 Category : General Software Title : Junk Description : <html xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:st1="urn:schemas-microsoft-com:office:smarttags" xmlns="http://www.w3.org/TR/REC-html40"><META HTTP-EQUIV="Content-Type" CONTENT="text/html;
Request for new functionality
We need the ability to automatically DELETE incoming messages based on the existing triggers. This delete should occur PRIOR to email notifications. I have messages in this forum where other posters recommended filtering at the mail server side. This work-around may suffice for some situations; however I am requesting that a delete function be made available anyway.
Automatic user update from Active directory
Hi All, We are importing user database from Active Directory. All users have automatic password expire period. This makes our life very hard in terms that we need to import user database twice a day to minimize possibility of changed password implication. Can someone please help and tell me to make it automatically Thanks
schedule backups
I was wondering if there is a way of scheduling backups so they will run automatically at certain intervals throughout the day? cheers germanjoe
Printers missing ?
None of my scanned workstations have any Printer information visible in "Inventory - Hardware - Printer"..... All the other categories appear to be fine.... Anybody else have data there ? scott
Is there a way to make Category Required?
Hi, Im just wonder if there is an option on how to make category required instead of optional? It will be easy to assign rules to the queue. Thanks for your help
Auditing
I would like to be able to use the software scan as an audit so that at the end of the week I can press a button and see what new software has been added to the network machines. Is this possible? If so where and how? Thank in advance
Missing Logo on Purchase Orders
After upgrading to build 5010 we lost the logo on purchase orders. It's not printed and shown as an image placeholder on a screen. The gif file is intact and is properly shown on the General Settings screen. Please help. Thanks!
Projected Release Date of New Version?
Hi All, Is there a projected release date for the next version of ServiceDesk? I like it alot, but I have read the many new features planned for the upgrade. It appears you release quarterly updates, I am not sure if those handle feature mods? Or if they only come in major releases. Any info would be great. Thank you, Ken
Requester details
Is there any way of displaying requester additional fields in the requests from? I want to add "room number" to the requester details, but it doesn't appear in the request form. I could add it and g into every requester seperately and enter it there. However, clicking on the requesters name in the request from generates a pop up with the requester details, but it doesn't include custom fields anyway, so I would still have to go rooting around in the requesters details to find the location of the
Need option to change Browser Title bar
At the very top of every window in Microsoft Windows is the title bar. I need to change the title "AdventNet ManageEngine ServiceDesk Plus" to something like "My Company Helpdesk" Can you add a setting on the Admin / General Settings page for changing the Title of the application. You as a company do not benefit by my end users seeing your company and application name in the Title in the browser. It only creates unnecessary confusion. Please make this a configurable option. I already know how to
i couldn't able to register in cvs manager
hi, i couldn't able to register in cvs manager. it says that invalid license. may i know, where is the license copy in the downloaded zip file?. suggest me regards saritha
Moving request to task
Just a bizarre though :P Perhaps it would be nice to move a request to a task list and assign that to someone. A request I have is turning into a programming task for someone - not really a IT support request any longer. Perhaps it would be nice if one could move those requests and keep the whole mail conversation. IT would mean a bit of work on the Task list functionalisty I suppose.
Database cleanup
Hello, After evaluating SD+, I'm about to launch a bigger test (almost "real world"). I have deleted all my test requests, but there is a lot of informations left in the database. I wonder why for examples notifications stay in the DB when I delete the corresponding request. So, how could I really cleanup the DB, without starting over with request ID ? Thank you
Report is missing Category=Null
Report doesn't show the tickets which the category field is null.
Changing category displays corresponding custom fields
I would like to have custom fields displayed by category. When I select a category from the drop-down when creating a new request, the custom fields associated with that category should display below the category field. I don't want custom fields for printer setup to always display no matter what category I choose, I would prefer them to display only when I select Printer Setup from the drop-down. Possible new feature? Let's make this request popular because I know everyone could use it. Thank you.
data accuracy issue
Hi There, In the attached image we see others as assets. When we click on this nothing happens. We have no assets classified as others
CPU/PF Usage Java.exe
I am currently running SD+ 5010 and my CPU is constantly up to 100% and page file usage is also bordering the maximum. The main problem seems to be the java.exe process which runs up to 350,000 K. and 100,000 K for both the Wi-Fi and OPS Manager
Initial Response Time
Is there any way to measure the initial response time to calls once assigned to a tech? thanks.
RSS Feeds in the Announcements Section
I'm in the process of evaluating Service Desk Plus and I absolutely love what you guys (and gals) have done. Fantastic work you all have done! As a suggestion, I'm wondering if you would consider implementing RSS Feed capability to the Announcements section because several anti virus companies will make the latest information on virus alerts available via RSS. Other than that, keep up the great work you all are doing. - Juanito
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