Does past AdventNet advice violate security stds?
I asked a question earlier this week which has gone unanswered, pertaining to the scanning of a network for asset tracking, when you have a firewall from XP in place. I asked about what particular ports and numbers I should open up to allow for such scanning. I found several references for solving this type of problem going back to this article: http://forums.manageengine.com/viewtopic.php?t= That article is summarized by saying that you should open DCOM on workstations. In 2003, the Blaster Worm
Scanned Software + Licenses
Just how does Service Desk discover what software is installed on a machine? I ask because whilst implementing this software with a view to audit our installed software, we have come across lots of software that does not appear to be listed on the machine's Add/Remove Progs but is on the SD scanned list against that machine. Google searches on some software is too vague and without getting to the software on the machine we cannot be certain of what it is?
Show when a ticket is updated
I know that the technician can see when a ticket is updated, but as a manager, I would like to be able to scan the Requests List and have the items bolded when a note is added, so that I know to go in and see what the technician wrote. As it is now, I have to manually go in and out of tickets all day long to stay on top of updates by my technicians. Thanks, Matt
HTML Requests
Hi, We use SD version 5 Build 5003. When our users send emails to our help desk it goes straight in to the open requests queue. The problem we are seeing is that a lot of our users send emails as HTML which does not come out right in SD, is there a fix for this? I understand that Build 5004 is out but this seems to have a lot of bugs in it as well. Zahir
Fix requested: Topic entry CR/LF suppressed in solution seek
I entered a topic to be searched, and noticed that when searching for it, the output format seems to suppress CR/LF's (or CR's) Can this be tweaked to properly show the formatting? It's running separate lines together. Or am I supposed to use HTML coding? Justin
summary reports
I was hoping to get a report that would show me the total number of requests completed by each technician for the period. The only report I can find is "Requests Completed Summary by Date by Technician" which is almost what I want but it doesn't roll up the period into a grand total. Does this type of summary report exist?
Business Rule Problem
I have a two levels setup on my system, 'Incident' and 'Service Request' there are also 4 priorities setup, 'Sev1', 'Sev2', 'Sev3' and 'Not Required'. I have created a business rule that states when a call is logged with a level of 'Service Request' it should automatically change the priority to 'Not Required' The aim of this is to pick up on human errors of forgetting to change the priority. after creating some test calls, ServiceDesk is not actioning this rule and i cannot work out why???? please
contract renewed mail = bad formatting since SP4
hy everybody, last week i installed SP4 for ServiceDesk5. when i renewed a contract and save and mail the change to an user then i become follow bad formatting mail: why? Contract ID 3003 renewed and the new Contract ID is 3004 New Contract Details : Contract ID : 3004 Vendor Name : dummy Contract Name : test1 renewed Active From : 30-Mar-2006 Active Till : 31-Mar-2006 Maintenance Cost : 0.0 Status : Active Support Details : test Description : tet Old Contract Details : Contract ID : 3003 Vendor
Unable options
Could the administrator disable options like asset management?
Changes to email interface
I'd like to see a few minor changes to the email interface. For example, When I reply to a person who posted a task.... 1. It would be great to have the cursor automatically appear in the top-left position of the BODY, so I can just start typing. Now, I have to manually select where I am going to begin my message, before I can begin typing. 2. When I SEND the email, it would be equally great to just have the window close after sending it. Currently, you have to manually close the window after the
Remove local authentication option
how to remove the local authentication option for the self service users or even for everyone is that's not possible ?? regards - glen schaefer
Sending E-mail To Requesters
Ok, I'm in the process of configuring our ServiceDesk Plus application and my boss originally was the one that set it up and configured the mail settings, importing the requesters using Active Directory, etc. So, my question is...how do I send an e-mail to all requesters on the system once we're ready for them to use it for the first time? The Admin Guide tells you how to do this if you're creating a new requester, but I want to know how to do this if they are all already created and maybe the initial
hyperlinks in the emails
Hello - the hyperlinks to the support calls in the notification emails do not work? will not let us clikc on them??? have tried various different mail formats, but no joy.. anyone come across this b4? cheers P
Reporting Question
Hello - The company I work for is split into three business areas and I need to be able to report how many calls etc.. are logged by each group. Our Active Directory info for each user has a field that defines the business area they work for. what I need to know is can I run a report that will drill down into this data? I will be using crystal reports to query the database, but cannot see how I would drill down into this data. The only work around I can think of would be to have an additional field
Where are my requests?
Where are my requests? ... Not the requests that are assigned to me but those requests that I have created. Where can I, as a technician, see the requests that I have created in the service desk. Requesters have this functionality so why don't technicians. Maybe we do but I can't see it. Help!
Busines rules
Hello there - does anyone know if it is possible to create a business rule against a queue? thanks Pete
Delete Request
Hello, whenever a request is deleted, does that totally remove it from the database? and as a result stop it from being included in reports? Just been playing around with the package and noticed that is function could be quite deadly if someone deletes a request in error.. cheers Pete
Can business rules be set to DELETE a ticket automatically?
I apologize if this shows up twice - I submitted the first one as guest. We send out company wide emails detailing a new build for our internal software, which are sent from our help desk account. Many people have auto read-receipt turned on (or do so manually), and many others delete it without reviewing the email. These two actions generate LOTS of email back to us. I've tried to find a way to set a business rule to delete mails with certain strings in the subject line, but all it allows me to
Holidays
Is there anyway of adding holidays by using to and from days instead of specific days. We are a school and have many school holidays eg the 7week summer holiday that the helpdesk will be offline. Thanks
Requests assigned to queue and technician
Is it possible to assign a request to a queue and a technician ? This would be very helpful for a manager to monitor the requests and the tech who's taking care of it.
receiving multiple emails from our support email address
Hi Can anyone advise me, as I am currently having email problems with our ManageEngine Service desk plus. We are receiving large quantities of emails from our support email address which has been entered into the mail settings on the service desk plus. Regards Scott (new user)
user logon
How do we make it so when our users login to add a request the default network is not shown. We are a school with a large user base and instead of the users having to input name password and then the network can it be set to our domain only removing the option from the user to select domain local logon and so on. We just want user name and password is what i'm getting at. Thanks.
Request Number Jumping..
after 5004 we are getting surprises, daily atleast one time Mail fetching is freezing, then after SD restart it start working again, and today suddenly request numbers jumped from 322 to 603 ??? any idea guys n gurus ?
Autonumber PO number field
Is there a way to seed the PO number and then have it autonumber for each new PO by incrementing by 1 each time?
Adding Due Date to Request form
Hi, I want users to enter due date when they enter a request. How do I get the Due Date on the HelpDesk - Request form. If I add Due Date as an Additional Field the system will have 2 Due Dates... Thanks, --Todd
Business Rules - SMS notifications
Hi Could a business Rule be created that would notify a technician via SMS of a particular incident/request. I am aware that "Notify technician by sms when request is assigned" could be enabled but then that would be all requests which would not be suitable. I appreciate that we could create another technician just for SMS notifications but again that is not ideal. Has anyone else got a need for this, i.e. something to warn you when your server is about to crash or the Air Conditioning in the server
Holidays with rules instead of hard dates?
Can the holidays definition include rules, or be able to import them from elsewhere on a regular basis? Defining when Memorial Day is (as the last Monday in May) would be more helpful than specifying a particular date. Likewise, Thanksgiving, labor day. etc. (for USA) Additionally, it might be good to have a 'blackout' period for weekly staff meetings where requestors could be told that their request will be taken when staff meeting is complete. We're a medium size business, and not a corporate entity.
Track IT versus Service Desk
Our organization has been using Track-IT for about 2 years. We are using service desk as a 30 day trial. My concern is that this software is made for small shops and not for mid size organizations. Is there any one that has switch to from Track-It or any other help desk software to Service Desk. I like to get your feedback and also know how many stations & users are supported.
Requester list
I just imported all the requester from my Active Directory. However, when I want to create a new request, some of the users does not show the Name so, I could not select them as the requester. This is shown on Image1.png. If I refresh the page, for instance, changing the number of display name per page, I shows the Name of the requester. However, I am not able to select it as the requester. This is shown on Image2.png Under the requester list, it shows everything fine. This is shown on Image3.png
new software licence?? problem
I was trying to add a new software licence and this is what happened... any takers
Build 5004 problem
We upgraded to version 5004 last night and are experiencing the following problem: New requests are emailed to helpdesk@domain.com and show up correctly in ServiceDesk. When I open the request and click REPLY, the cc in the reply email is helpdeskdomain.com@domain.com instead of helpdesk@domain.com. (see attachment) Please explain how I can resolve this issue as soon as possible since it is causing production problems. By the way - nice job on the HTML support within the work orders!
Build 5004 - very slow
We upgraded to 5004 last night and are experiencing very slow response times. The refresh is hanging up and IE is giving script errors. I've attached a screen shot of the error.
Build 5004 unstable--recommend not using!
We are experiencing multiple failures since migrating to the Service Desk Plus 5004 build. This Hotfix has introduced multiple catastrophic issues: 1. HTML e-mails are unreadable in summary auto-reply messages to users 2. The program is failing on multiple cases and requires a restart 3. Cases cannot be merged, closed or updated 4. Overall performance of the application is dreadful with 35 users making the application crawl over the web While we were having several small issues before the Hotfix,
Database Schema
Hi AdventNet I have found your gif on the database schema - THANKS - that was just what I needed. It takes a lot of time to figure this out yourself. How ever - it is not qiute complete for my needs. Could you please answer me this: Is the link from table AAAUserContactInfo to Technician_Fields - Userinfo and TechnicianID?? One would asume the link fields to be called the same? What is the link from table RequestCharges to Requester? I can get from Requestcharges via RCTechniciansId to find the technician
Linking to OpManager + Auto Requester generation.
Hi There, We are using SD+ with 2 Technicians and AD enabled. I would like to link SD+ with OpManager, but I have deleted the default Administrator account, so OpManager reports it cannot connect. I have tried entering my domain user details, but with no joy. Is there any way I can add the user back in as I SD+ reports that I cannot add another user due to the Licence. Also, is they any way to stop SD+ creating a new requester from the "Add Request" screen. We are looking at expanding the use to
Stop domainscan and CPU
Is it possible to stop a domain scan in progress? It looks like the scan is not responing anymore. Stopping and starting the service does not seem to do the trick. Also a server reboot did not help us out. a second problem, and i think this is a result of the 'hanging' domain scan: mssqld-nt.exe hangs up the CPU, together with java.exe it takes 100% CPU. Specs of the server: ProLiant DL380 Type Intel(R) Pentium(R) III processor 930.0 MHz Total Memory 512 MB Operating System Microsoft(R) Windows(R)
Report Question and DB Question
Can you schedule reports in SDP like you can in OpManager? When you create custom fields for requestors - which table in the DB does it create those in?
Email Polling - Turn off Auto-Delete
Just wondering, is there anyway we can stop SDP from automatically deleting emails once it has downloaded them? Ideally we'd like to keep a complete archive of all emails that come in, without having to pass out a "new" email address to our users.
reports
is there a way for technicians (who are not admins) to run reports?
Costs or Quotes for requests / ITIL - Financial Management f
My department primarily provides IT Support to our company and so I am happy using Service Desk Plus. However we are often asked to provide reports or develop intefaces for our company's clients. These requests always come in through the service desk but quickly require us to provide a quote / costs back to the requestor. Ideally I'd like some integration with CRM products or a built in workflow to enable us to have a quote/cost approval process. I believe that if you wish to implement ITIL into
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