backup/Restore Failure
It does not appear that Backup is successfully backing up after upgrading to version 5003. The backup states it completes, however, only takes 8 seconds. this use to take several minutes. I am trying to install on a different server, however, the restore also states it completes, however, the new server is still in fresh install mode (no data). I believe the problem is with the backup not correctly running. Again it states it backup's successfully, however, it is actually doing an entire backup.
Service pack to migrate to Build 5003 from 5001 or 5002
Hi Users, You can migrate to latest build (build no : 5003) from build 5001 or build 5002. The service pack can be downloaded from manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_0_0_SP-3_0.ppm We strongly recommend to take a back of the existing data by invoking the <servicedesk_home>/bin/backUpData.bat or <servicedesk_home>/bin/backUpData.sh script file. The issues fixed in this service pack are : # When a new user sends a request through an e-mail,
Reporting via Crystal
Can I please be sent the details about how to use Crystal Reports to report against the ServiceDesk Plus database. email petera@mhs.org.uk thanks Pete
Translation
Where I can do the download of the translation filing cabinets for portugues? or which filing cabinets will I her publish?
Quick Create - New Request
Hi! Is it possible to have category as a requered field in the Quick Create - New Request box. This option should save a lot of time for our company. Please advice /Meli
Using Service Desk for multiple departments
Our company is using Service Desk plus for our IT Helpdesk but we would like to look at using it for other departments as well such as property maintenance. We would need to have different technicians viewing different requests and reporting on requests for their department only. Is anyone out there using Service Desk in this way?
solutions
Hi, We are currently evaluating service desk and have found it very useful but would like to know one thing. Can you change permissions in service desk so that some people can view all of the solutions and some people can only view certain topics within solutions. Thanks
Report on Time Spent by Technician
I have tried creating a request with multiple time entries to test reporting on time spent by technician. When I go to create the report their aren't any time entries. Does the request have to be closed for the time to register? Has anyone else had any similar experiences with this?
Survery reports confusing
Under Survey Summary Report I am showing that total responses = 4, but under the other reports I show that many users have responded which makes the reports inconsistent. The only thing that I can think of is the fact that I changed the questioning before I went in to production. Other than that the summary report doesnt change when the users submit a survey. and it always = 4 total responses.
Spanish version already!!! jeje
When the next version in Spanish is ready? Thankyou Very much
HTML Requests (Displayed as HTML Code)
When we recieve a new request from a user, sometimes the request is displayed as HTML code. I suspect that their Outlook client is set to HTML and not plain text. Is there a way to display the HTML as a page rather than the code?
Wider Fields
We need wider Requester fields. We are entering data but the data is very hard to view. You have to scroll down within the little boxes. This is a big deterrant for us. We have put in an enhancement request but if this could be taken care of ASAP it would be greatly appreciated.
Network Scan doesn't work on Windows
Hi I am trying to perform a Network Scan on some Windows Workstations but this is not working. I can't do a Windows Domain scan as the ServiceDesk Plus server is a linux machine. How do I get Network Scanning to work for Windows PCs?
Due dates change after edit
Is it normal for the request due date to be changed every time I edit a request? I'd rather it didn't do that. :)
Date format in contract table
We are using Business Objects to create reports from SD+. Looking at the from/to dates in the contract table how are the dates calculated. Rgds Damian
Self Service Portal
We are experiencing problems trying to download attachments from the Self Service Portal. The information displays fine in the browser (ie 6) but when you click on the link to download the attachment you get an Apache Error with the message: Type: Status Report Message: /workorder/fileDownload.jsp Description: The requested resource (/workorder/filedownload.jsp) not available. Has anyone else come across this? Any ideas how to fix this?
Notification Rules - content variables - Technician
Is that possible to add the variable "Technician" to the email template? It's very useful to let the customer know who assigned to help them and the case was closed by which technician. Thanks & Regards, - Elton -
Port number in $RequestLink
I am using an e-mail acknowledgement in SD+ with the default template. There is a reference $RequestLink to URL witch includes the port number 8080. After the installation I�ve changed the port number (to 80) and everything works fine; however an e-mail notification sent to users still has URL with port 8080. How can I change a template (or variable $RequestLink) to reflect the correct port number? Thanks!
Adding resolution closes request.
Hi there, Do you have any plans to get SD+ to close a request once a technician enters a resolution? For us, as soon as we enter a resolution, the request is closed, so we then have to click the close call. Would be handy for SD to do this automatically. Kind Regards Tim
Software Audit - Purchased items not shown
In the software summary there is just a - shown next to the number of licences purchased. Evn after adding licences, it still will not show the number you own for the product unless you click on it and open the record. See pic below... Is this a known problem, a feature or bug?
select category for rental/loan
Hi, We have purchased this software and find it excellent but there is an option that would be greatly appreciated. All our workers here have Desktop computers but we have a certain amount of laptops available to them for when they have missions to go too. The option that we would like to see is select certain computers and add them to our out category with the name of the user that took it. A sort of IN/OUT system but for our hardware.
Servicedesk hangs at "Application layer started..."
Hi, I am having the same problem as others. When I launch ServiceDesk server, it hangs at "Application layer started...". I tried running the .bat file with no luck. Can anyone help me with this issue? I can evaluate a product that doesn't work. Thanks.
time reports
Is there any way you can run a report on time entries by tech by day? As in have the system write you up a time sheet to see what time you have allocated and to which request, even if the request is assigned to another tech. Let me be a little clearer. If my manager assigns a request to himself and I do some work on this, I can view and add time on under my name. Now if I try to run a report to justify where my time has gone, I can't find anything to do this. Does this make any sense? sorry if it
Technicians unable to modify details
Hi, Its has been found that all requestors get a Tab called "My details". However Technicians are not visible in the requestors window nor are they given the Tab for changing their details. I feel technicians should be given an option to view and change their details. Also, i noted that when a user enters his mobile number in the Contact information, the Technicians can only see the Mobile number as his contact number, however i feel both the phone and Mobile number should be available to the Technician,
Very small bugs and details...
Hi, Just so you know, here are very little bugs I noticed : - The web interface does not deal with screen size larger than 1280. I'm working in 1600*1200, and you'll see attached what I get. Sorry I have a too big screen ;) !! - In the holidays configuration, the display is sorted alphabetically, and not chronologically.
Some issues in SD+ reports
When creating monthly reports using SD+ I ran into several issues: 1. Number of requests seem to differ from one report to another (e.g., there is a difference of 200 tickets out of 650 in total between Time spent reports and Completed reports). 2. The customized reports seem not to reflect the dates chosen in the filter. E.g., shows the same number of requests for 2 defilement time frames: 20 Dec � 31 Jan and 10 31 Jan. 3. Completion time by category by technician refers to elapsed time of the request.
tried to register and nothing happened!
I purchased the licence and tried to register my trial version and when I do so it says update successful yet none of my details have changed. I still only have the trail version! The date of expiration is 9th of feb 2007 and I have 0 days left1?. could this be my problem!? should I reinstall advent net and start from scratch? please say no... I have lots of info already entered and have already begun my asset tracking and will lose weeks of work! Please advise as soon as poss as I dont want to lose
About notifications when the request is updated
Hi, I'm wondering if it would be possible to have different notification rules for different updates of a request. For example, I'd like to send an email to the requester when a resolution is added, or when it's assigned to a technician, but not when I modify other fields.
Notification Template (Link Error)
Was wondering why the templates that notify technicians and requesters includes a Request link but it is not formatted into a link all it does is insert text instead of a hyperlink Can this be changed
MySQL ODBC Link to MS-ACCESS
I am tryin to connect to the MySQL, ServiceDesk DB via ODBC using linked tables in MS Access 2003 to allow me to pull custom reports. When I browse or look at the table, eg: "workorder" I get all the row and columns showing #deleted What could be causing this problem?
Add Time Entry - Error
We are having the same problem as a few other here have pointed out. When using the "Add time Entry" button it will fail with a java script error as follows. Line: 82 Char: 110 Error: Expected';' Code: 0 URL:http://servername:9090/workorder.do?woMode=viewWO&wolD=2503&; An update on a fix would be appreciated. Dan
SD 5003 and MS SQL Server Support
Will SD 5003 run on MS SQL Server ? Thanks
Time Spent Reports
Is it possible to have the Time Spent reports sort by DUE DATE instead of by CREATED DATE? or even possibly beable to custimize the report in the next release? This would be very helpful. Thank you, PTD Tech Support Team
Bug in Overdue Reporting
When I choose Overdue Requests per technician and choose Timeperiod ' Ever Opened', I get Requests that are closed to? To my opinion a request which is closed can not be overdue??
Java utilization
I have installed servicedesk on a new dell poweredge server. It has 1gb of ram with 3.0gb processor. I see that when the service desk is running that java is using up about 145mb of ram. Is this normal for it in this application? I am looking at possibly using other products along with the service desk and am trying to get a feel for needed resources. Thanks
puntuation causes java script errors!!
Has anyone else got problems in using puntuation in the and fields when manually creating a request. For example if you use and apostrophe in a word under the request title or a semi-colon in the description field and then create the request, you are then unable to add time or edit the request! I know this could be due to command lines linking in with the SQL but I would have thought this would have been sorted with the SP3 update. anyone else having this problem or is it a win 2k issue? I do have
Can ServiceDesk+ be used like...
I am currently the IT Manager of a small charity and we use AdventNet products in house at the moment. However, I'm thinking of branching out and starting my own business with a few colleagues were we will be providing IT support similar to what we do now but to a larger spread of organisations. Can SD+ be used in a support Helpdesk environment were we have one version in house and our clients can log via the web to log calls? Could we scan multiple domains if we had access? From reading and using
Restore of data
Dear Servicedesk guys!!! Is it possible to restore data, created with the Servicedeskplus 5 build 5001, to restore it to a Servicedeskplus 5 build 5003. It seems this is impossible. We had a server crash and we desperatly need the data!!. We could not download the 5001 version anymore, and frankly I don't see the point. It's just weird that we are talking about version 5 of servicedesk and that just a difference in build number gives problems with a restore. I hope you can help us!!!!!!!!!!!!!!!!
Define Required fields
I am wondering if it is possible to set additional fields on a request form as required. If it can't be done now, that would be a very useful option since many users do not provide all the information we need without being forced.
Data from Active Directory
I import Requesters data from Active Directory and I would like to know from which fields in Active Directory gets ServiceDesk information about EmployeeID and Description. Thank You.
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