Why are "old" and non-recently replied subjects bu
I've scanned the top of the list of items in this forum, and I've seen a number of them show up, but they contain no recent replies. Anything going on? For instance: User Survey Comments was last appended to back in March. Why is it showing up amidst recent items? Justin
Assigning Techniction From Subject Feild
Hi Not sure if this has come up before but i was wondering if it was possible to assign a job to a Technician by the subject line of the email when received by service desk. Example and main reason is we have an out side support centre the send requests via email and the subject stays the same so i want to assign straight to a Technician as only one person looks after this type of request. So if Service Desk could read the subject line and auto assign that would be good or if that cant be done how
Outbound e-mail from HD+
I see the following error in the log when an attempt is made to send an outbound e-mail: Exception while trying to send notification for Request ID : 4 Mail sending failed. Can you provide some insight to this issue? Thanks, Mark
Database backup going very slow
Anybody else having issues with the DB backup taking a very very long time - were trying to do the upgrade but it took over 4 hours just do do 1 meg!
Not all of the departments is shown in the report
It has been so for a very long time now, I wonder if their is a patch for this coming soon, or is it something I can do? It always shows 8 (6) departments. Best Regards Daniel
Problem after hotfix 9
We are getting a problem when we try and enter a persons name in to the request details. It comes up with an "autofill" list of names that you can select from This was working OK until I added the recent update as if you entered in sam it would give you a list of all the sams. Now it always starts at A so no matter whose name you put in the list starts at A Could this be looked at please becuase the only way for a work around is to select the icon to the right "The little yellow person" and select
Transferring SD database
Hi, I would like to transfer SD to a new server. How do I go about moving the database from the current server to the new one? Any help would be greatly appreciated. Regards, MJM
Linux/Netware/Non-AD Environments
I would like to see more, support for environments that are not MS AD shops. We use linux and Netware and some MS servers, but no domains and thus no AD. Our workstations are in workgroups. So far SD+ we installed on a Linux server only to find Linux can't talk to MS WMI. We then put it on a 2000 Server only to find 2000 couldn't scan any workstations even with all the DCOM/RPC/WMI/Ect tweaking. I just finished putting it on an XP workstation and yes it can finally scan PCs. BUT....Only SP1 pcs.
Missing Contact Info
In writing a report that will summarize the time we spend on requests for users, I discovered that we have 283 rows in our AAAUSER table that do not have an associated record in the AAAUSERCONTACTINFO table. I'm wondering how that would have happened. In total I have 867 rows in the AAAUSER table, with an associated 584 records in the AAAUSERCONTACTINFO table. Thanks...Rich
SERVICEDESK Plus-5.0.0-SP-4.0 WONT START
ServiceDesk will not start. Was working for several months and today after reboot it will not start. Can not upgrade to SP 6. We downloaded the latest build but it will not restore our backup since it is from SP4. We are totally down and are trying to show a client the helpdesk. Will forward logs if needed. Please help. Robert Giannini IT Director 954-255-1757 x 200 www.Giaspace.com www.Giaspace.com/store
Bug in Build 5008
Steps to reproduce: 1. Add a business rule as follows: - When new request arrives: Mode is "Email" or "Web Form" - Action: Change status to "Onhold" - Place in Queue "Service Desk" 2. Log onto web form as a Requestor and create a request 3. Pickup ticket as a technician 4. View the Request 5. Click "Start Timer" and enter a Reason. Notice that the status does not change from "Onhold" to "Open" and the timer does not seem to start. The start timer seems to work fine when the request in created by
Can I somehow view/export logs?
I did a lengthy AD scan, and over 1/2 of the machines couldn't get scanned. I want to be able to export all the subject lines for sorting/slicing/dicing to help evaluate whether they are legitimate machines and not old entries, machines with firewalls on them, mobile machines (laptops) not connected to the network at that time, machines powered off, etc. I went to Support->System Log to see the hundreds of entries, but I don't want to have to manually view each one (as the subject line gets cut off
using SD+ with oracle portal
trying to use oracle portal and embed a 'portlet' within the portal for login and access to SD+ - would like to limit access to that portlet within the portal instead of opening a new page, etc. Is there a way to pass user credentials of when you login to the portal directly into SD+ and to keep pages from have to open in a new window? thanks
Full Active Directory integration?
Hi guys, How far off is full Active Directory integration (single logon)? Every time I ask, it seems to get pushed back further and further, and it was something very important to us when we first purchased this product. Thanks, Gavin
Adding new requesters from new Active Directory users
We need to add some new requesters from new users to our corporate Active Directory database. What is the best way to do this without overwriting any of the current requester information in our system.
service desk on netware network?
I am currently trialling service desk build 5008, running on Linux. Our workstations are Xp sp2, but are on a novell netware 6.5 network. is there anyway way to scan for the workstations for them to show up as workstations in the servicedesk inventory? and if so, how?
Is there a way to partially cleanse the database?
I underwent a migration from a development to a production server today for servicedesk. I backed up the database, and restored to the new database - no problem. But now I want to delete all the data in there except the settings and solution items - basically take all the tickets out (closed and open) as well as all the machine/user scans. is there a good way to do such a task? Justin
upgrade from 5003 to 5010 fails
When I apply the hot fix from 5003 to 5010 I get the error below: at java.lang.Thread.run(Unknown Source) May 13, 2006 9:14:46 AM com.adventnet.servicedesk.updatemgr.util.SDPostProcessor <init> SEVERE: Inside SDPostProcessor. May 13, 2006 9:14:46 AM com.adventnet.servicedesk.updatemgr.util.SDPostProcessor Upd <init> SEVERE: Inside SDPostProcessorUpd.
Service PACK 5009 problem
Servicedesk doesn't start after applying patch 5009. Have you got an idea to debug it? Thanks.
Build No. 5009 out.....
Dear Users, We have released the Hotfix to migrate ServiceDesk Plus to build 5009. The major feature included in the HotFix is the localized version for ServiceDeskPlus. ServiceDesk Plus is now available in the following languages: * Chinese * French * German * Japanese * Portuguese * Spanish * Swedish You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh
reporting
Hello - I am building some reports and have come across a slight issue; it seems that I cannot see support calls that were never assigned to a queue? we quite often open and close supports calls whilst over the phone. for example password resets. Doe anyone know which table these calls go into, as I cannot find them in workorderstates Thanks Peter
Workstation : history of owners
Hi, When I view the history of a workstation. It's only the scanned software history. Is there a way to view the owners history of a particular workstation ? pcdell : 01/01/06 : Edgar pcdell : 01/04/06 : Allen pcdell : 15/04/06 : Poe This question can be broadened to all assets. Greetz, Woef.
Request form problem
Hi I think there is a small bug in request form, more than one technician can edit the same request in the same time and add something to content. In the end only last entry is saved (Full list of changes is only in history tab). Is it possible to block or warn technicians from enter the same request in the same time ? Regards Bart
Reports
I was wondering if anyone can help me with the reporting feature of Servicedesk Plus? Is there anyway to view the reports as line graphs as well as can we export these report straight to excel format instead of pdf then excel?? :?
Mass Email to inform User ID & Password:
Dear All, I've 1 question, how can I trigger from to system to send out mail to the users and inform them their User ID & Password? Regards, John
Problem with conversations on merged tickets...
Please correct this as soon as possible as we use our helpdesk conversations as evidence for our Sarbanes Oxley compliance: Once a ticket is merged with another, the description of that ticket is shown as a "conversation" on the parent ticket. However, emails sent by clicking "reply" or "forward" on said conversation are not shown in the conversation section on either ticket. As soon as the message has been sent in this manner, the contents of the child ticket are displayed and the conversation is
reports
Hi guys, Is there any way of exporting the reports to excel or viewing reports as graphs...I know we can export to pdf, but I would rather export to excel instead of pdf and then excel..... Thanks
Linking existing requests to new requests
Is there an easy way (and if there isn't, can we have one?) of linking existing requests into a new request? I would like it to help with problem management. If I can raise a call and assign it to, say a "Problem Raised" category, I can then link any related incidents to it. I can then also add any new issues that are raised as a consequence of that problem while keeping the related issues linked and some record of the problem management process. Also incident management would be able to see any
Purchase Order Creation
Hi there, While creating a purchase order, how can we enter the discount? I tried to enter the discount in the price adjustment however it adds it to the total amount. If i try to put a negative sign, then it says please input a valid price adjustment! How can i add discount to the bulk total. Regards, Roshan
bug in asset portion of SD+
I looked for a machine name, after being asked to do a scan on it. Not finding it, I entered it in as a new asset, the page cleared, updated, and told me the addition was successful. I scrolled down, but did not see it in the order it should have occurred. (apparently because lower case and upper case is explicitly defined and used - that should get changed, btw). So I entered it again. Got the updated page, scrolled down, didn't see it, and then scrolled ALLLLLL the way down the list of assets and
Problem with links
Hi, I am running version 5008 of SD+, and I now have problems with the links on a request page. This does not happen for every request, but when it does, the link to enter a resolution, for example is : file:///C:/Program%20Files/Fichiers%20communs/Microsoft%20Shared/Papier%20%E0%20lettres/WorkOrder.do?woMode=viewWO&woID=2855&editResolution=true And same for every link in the right pane of the request page...
Inventory Multiple IPs on Targets
Hi, We are currently evaluating ServiceDesk 5, and so far we are very happy with it. There are a number of glaring issues, that I would be grateful for some feedback on. 1) We need to be able to inventory Multiple IPs assigned to individual NICs 2) We need to be able to inventory Linux machines AND Windows machines Ref point 1; ServiceDesk seems to create NIC entries for multiple adapters when scanned, but manually editing/creating a workstation restricts input to one NIC only. In addition, our servers
Annoying email/notify issue
SD+ pulls in names from AD, but all our names are created in lastname/firstname format, for ease of use. That means that SD+ pulls all our requesters in as firstname/lastname too. That's great, no problems there, but when the system sends a notification message it simply reads the requester name variable and enters that into the message body. This results in emails starting with... Dear lastname firstname Which is both annoying and looks stupid and unprofessional (Dear Gates Bill). Are there seperate
Some problems remain in build 5008
Hi I have updated Servicedesk to build 5008, but I still have some problems that I reported to you in previews topics. As you can see in the first image, when I click in the "Request by Technician" table of the "Global View" window the list of requests isn't correctly displayed. Only works properly with the Overdue column. The second one shows some problems with the truncation of the long names when the inventory is displayed. Actually we need the complete names and we can't edit them. Thanks. iolondo.
Images on Email Templates
We would like to embed out corporate image into the email response templates that we use as responses to requesters when we open an issue. Is there a way to do this?
Requester Details
I would like to see in the Requester-Details informations regarding assigned Workstations also. Is it possible to add this informations and maybe a link to the inventory to see the Asset-Details? If possible it would be lovely to have the Informations which Assets are assigned without clicking on the requester-details button. Im shure there is some space in the Request-View... thanks Florian
Are there API's to hook into for development purposes?
We have a workflow management system in place here. There's a desire to have the workflow screen contain fields that can be filled in, and have those fields fill in PO fields automatically in SD+. Are there API's to do this? Do we have to create hooks into the back end mysql database? Would either of these options allow for dynamic updates to the service desk screen? Any significant dangers to "creating" a PO via MySQL "injection"? Justin
Several Purchase Order suggestions
I'm going to be dumping a list of suggestions for purchase ordering under service desk plus. I'll try to put all the items here, and hope I can do so without adding pictures or losing the meaning as I describe them. 1) (Repeat) Selectable approval person for purchase orders, based on $$ approval levels. This name should also get automatically selected for email when seeking approval, and be able to allow additional names for mailing out if desired. 2) Do NOT classify all P.O's as being assets. We
Requester Name Problem
We have SD+ V 5.0.0 Build 5008 installed. When a requester is creating a request, he has the possibility to select the requester name out of the requester list. Now to avoid the problem of people sending false requests under a different username, the requester name textbox's default value should be the Username, with which the requester logged on to SD+, and it shouldn't be editable. Just like it is possible to show the workstation assigned to a user in the workstation textbox, which of course shouldn't
Service Desk Plus
Where are the log files for SD Plus located? I cannot find any that have any current information in them. I am primarily looking for outbound email problems from the SD server to techs and customers.
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