Column sorting & little bug
Hi there, A new little suggestion again: It would be nice if it was possible to sort columns when items are list-viewed. For example: I would like to sort on OS when viewing all workstations (Inventory) by clicking on the title of the column "OS". The same thing would be nice when viewing for example all closed requests, and I want to sort on date. And here's a little bug: (Using WinXP SP1, Firefox 1.04, SDP 4103) When assigning a new workstation to an user, directly after the new workstation is
Resetting ID Count on Requests
Hey All, Just wanted to find a way to reset the requests/job ids back to 0 so when we go live with the software we don't start with a weird number - or alternatively how can we start the IDs at a predefined number eg 10001 - so can be used as a usable case number with our documentation. Cheers Damon Campbell New Zealand
Job Scheduling
Hi, I was wondering if in future releases there may be a Job Scheduling function that can be used to give a requestor and eta. of when the job will be done or so as a job can be arranged to be done at a certain date and time that suits the requestor and technician Cheers Nigel Ferguson From New Zealand
Corrupt database?
First of all, my compliments for this great product. I'm currently using the free version of SDP, but when I get some extra manpower I am convinced it will be no problem at all to get approval for buying the professional version. SDP seems to suit all my needs perfectly. But now to the problem; My installation of servicedesk plus 4.0 suddenly fails to start. The logs mention something wrong in the database. MySQL is functioning though. MySQLadmin reports no major errors. When I replace the 'mysql'
SDP SP4 Release Announcement
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of Service Pack 4 of SDP. It is available for download at: http://manageengine.adventnet.com/products/service-desk/service-packs.html This Service Pack can be applied only over the build number 4102 of SDP. If you are not over the 4102 build, please apply the Upgrade Pack as mentioned in the above link. Also, please ensure you have shut down the server before application of the Service Pack /
how to modify the content of the login details email?
email sent to new user which contain default wording , is there a way to change that.?tx.
Searching via service tag
HI all, Would it be possiable to search the service tag which is with workstation. Because we asset tag each of our machines i like to have a search where i do not have to do two searches to find a machine. Because we have so many machines its hard to know what the pc name is for most of them. Thanks, Ross
html or metatags for formated solutions?
Is it possible to put in an html formated table into a ServiceDesk solution? If this is not possible I would like to request this as a feature for future development. I have several tables that need to be availible in my knowledge base and pasting the html into the solution doesn't have near the desired results :) Thanks.
SMS Message Customization
I know there is a way to customize the overdue request SMS notification message, but what I need is to customize the SMS sent to technician when a ticket is created. This by default sends out way too much text when what I really need is just the description of the ticket. Is there a way to customize the ticket creation notification SMS message?
Future Releases
When are you releasing the future upgrades of ServiceDesk Plus And what will they include?
alternative platform
Can ServiceDesk be installed on a Xserver running OS X? Leec
event id 100 - SD stops working
I get an error in the windows event log stating the following: There may be a configuration problem: please check the logs. not sure where to begin diagnosing why this keeps happening...
update patch on Linux issue
When I try to load the updatemanager it cannot load the x11 screen handler, do you have any idea what this could be? Lee
Report Types
Hi, Two reports that I will need to have in place before I can make a purchase decision are: * Number of Contacts per Call, this is defined as the number of times a support person was contacted by a user to fix a specific problem. In other words, if a ticket is created and the user contacts the support person more than once we are able to count each instance. * Duration of Ticket. The actual time it took to move the ticket from open to close. If you have these reports available, or if you have a
Inventory Win9x issues
Please can anyone help me with the "Inventory Scanning" of win 98 machine??? 1)I have installed WMI from microsoft.com. 2)I have installed DCom from microsoft.com. 3)In registry "local machine\software\microsoft\ole\" i have enabled remote access of Dcom. Still Win98 machines in my network cannot be scanned(I have tried on 3 win98 systems). I can however scan Winxp and win2000 machines. Its working perfectly fine on these operating systems
[Performance] What hardware do we need?
Hello, First of all, I want to let you know that AdventNet ServiceDesk Plus (Free) is one of the best solutions I've ever seen for anyone who wants to organize his IT knowledge and make customers smile by helping them fast and efficient! I have a few questions about the performance: I'm running ServiceDesk Plus on a very simple Compaq server system (PII 300MHz, 256mb RAM) in a small local network (100mbit). It didn't take long to decide to upgrade te RAM, because the application eated all my swap
SSH in Inventory Scan
Hello, In Inventory for non windows domain network / workstation scan, is it possible to that ServiceDesk have option to use ssh for login and getting information, just like OpManager. Due to obvious security reasons, we dont like to have telnet enabled on workstations/servers. Thanks/lms
Self Service Login
Hello: The new update of service desk, helps greatly in importing requesters from Active Directory, it does import all details also. Thanks for that. Howerver, there is one issue for which I am not clear, how do we provide self service login detail for the requester? I see that if we add new requester manually, it does allow to put in self service login and send email to requester, however I dont see that when requesters are imported from AD. There is feature of resetting password for the requester,
set of pcs having problems being scanned
Hi, On our network we have many different makes of PCS. A set of our machines for some reason keep getting up this error message when i attempt to scan them> "General failure while performing the operation." This has happened on all the same machines. Any ideas? Regards, Ross
Error Since trying to update to SP2
Hi, Recently i tried to update to your service pack but for some reason it failed and rollback the update. Since then it will not start back up the server. It stays on application layer and goes no further. I have left it going for over 24 hrs because of my day off. Thanks, Ross
Pop3 Problems
Hi folks! At the moment I'm evaluating ServiceDesk for my company. Program works fine except for one thing. Can anyone please help me out on this thing? The thing: I Can't fetch mail from pop3 or imap mailbox. Mailserver is Exchange 5.5 on a windows 2000 server, both with latest servicepacks applied. Tried to authenticate using telnet on port 110 But username and password are not accepted in plain tekst. When using outlook with "secure authentication" enabled the username and password are accepted.
Duplicate requests and OpManager integration
Is there a way to mark one request as a duplicate of another? We are using OpManager to automatically open tickets when it sees a problem, however with randomly reoccuring events, it is opening a new ticket on each occurance. What I really need is for it to recognize there is an existing request open for that subject, and just add notes to that request that the problem reoccured. Barring that functionality, at a minimum it would be nice to click the new request and say mark as duplicate of "request
Asset Management
1)Your product can scan the machine but it is unable to give the same into reports it should have a same module in which attached assets option should be there. 2)Asset movement tracking and history of the assets like the user which owned this asset previously is not there. This two are major issues i am facing while using your product and both of them are important to me ....kindly reply me with solution.
MySQL tutorial and backup
I know very little about MySQL: 1. Can you point me to some decent and friendly MySQL documentation? 2. Backing up a MySQL database...is it just a file copy? Do I need to stop and services? Using the Eval version now....so far, I dig it. :-) Thanks, --P
Upgrading to SP2
Just downloaded SP2 for this great product but on runnning updatemanager.bat I came across this error: "Please set the JAVA_HOME parameter in" updatemanager.bat So i opened this file and checked the location it's looking for: C:\j2sdk1.4.2.03 but I have no folder there under this name. I did install this product on the E drive of my server so thought I'd check there. Nothing there either. So I looked into the actual installation directory of ServiceDesk and came across this one: E:\AdventNet\ME\ServiceDesk\jre\bin
Error > Asset Management - Windows Domain Scan
In Demo-Version I'm using the scan function for Windows Domain Scan. Every time I get the following error message: //ARBEITSGRUPPE/SRVDEMO : No response received from workstation. Probably the workstation might be switched off or does not exist.
SLA
Please can anyone help me to solve my confusion between "Priority based SLA" and "User based SLA" If i define to different SLA which overcomes whom like if a user is placed in the rule of Normal priority and resolution is set to 1 hr and if the same user is placed in high priority with 15 min resolution time, what will happen? If the question is not to your understanding then please make me understand in simpler terms. Please!!!
Workstation association
I manage a network in a school and the the workstations are used by many pupils. For example all the pupils use the PCs in the IT lab, there is at leaset 2 PCs in each class used by the whole class. What this means is that no one PC is accociated to any 1 pupil. How can a pupil or teacher report a problem and choose a workstation ID as it seems that a PC needs to be associated to a user before it can be chose from the pull down menu on the request form.
Transfer Users from Active Directory
Can anyone help me to transfer users from active directory to the service desk software database. Is there any alternate method to do it manually?
Inventory, Assets and Workstations
As mentionend in my other posts, I am currently evaluating ServiceDesk as a tool for our organization. In working through the inventory, workstations and assets, I have several questions/concerns. 1) Compared to many of the other tools I have looked at, Servicedesk is one of the few that handles non-workstation assets. However, it appears that it doesn't completely address all the functionality for those assets. When managing non-workstation assests, one needs the same level of association and tracking
localisation
When can say about localisation programm? I ready help you with Russia version. Very need russian version for users. 8)
how to export data?
i'm testing out the product, and i'd like to export the inventory information into excel. is there an easy way to do this?
Viewing requests for a specific requestor
Hello, I am currently evaluating the use of Service Desk Plus at our company. One of the areas that we have a question on is the ability for a technician to view all of the requests for a specific requestor. When working with a requestor, it is helpful to be able to see all of the requests or issues the requestor has reported in the past.
Assignment of technicians based on department of requestor
We are a medium sized school with a number of locations. We have primary technicians located on each campus. Is there a way to automatically assign a technician to a request based on the department name?
Service Desk 4.0 to 4.1 Upgrade Patch
Desperately waiting for upgrade patch, to convert 4.0 to 4.1 Could you supply atime frame of when this will be available. Or if there is another way to get the data out and into a fresh install of 4.1. Thanks Andrew Loughnan St Josephs's College, Geelong
Contracts
I have a question with regards the Contracts section of ServiceDesk. I've created a number of contracts and a couple of them are due up within the next 30 days. The system has alerted me to this (as it should) but I was wondering as I am going to extend the contract, do I need to create a new one or simply extend the current one and update it's details? Not sure how the section should actually work. Thanx for any advice.
Active Directory duplication
Hi guys, The forums have been great, I'm nearly ready to demo ServiceDesk to the rest of the department and then we can purchase. I have one last remaining problem. This is what I'm trying to do: 1) Get the Requesters into the system using the "Import from Active Directory". 2) It works! Now, a few days later, I want to "Import from Active Directory" again - this is to retrieve new users since the first time. ServiceDesk says "Please Note: On Importing, Existing data will be overwritten and New data
SDP Upgrade Pack (4.0 to 4.1) Release Notification
Hi All, We are glad to announce the availability of the upgrade pack for migrating from 4.0 to 4.1 version of ServiceDesk Plus. The latest Build version of ServiceDesk Plus is 4102. This will include the feature additions that have been included in the 4.1 release. You can download the patch from : http://manageengine.adventnet.com/products/service-desk/service-packs.html Customers using SDP Build Version 4000 - 4003 are requested to apply the upgrade pack to migrate to the latest Build Version 4102.
customized report
Is there any way of defining a custom report. For example: At the moment reports can be organised by Workstations by OS Workstations by Manufacturer Workstations by Domain Workstations by Network Unassigned workstations by Domain Unassigned workstations by Network OS count by domain OS count by network Model count by domain Model count by network Manufacturer count by domain Manufacturer count by network However, what if I want to organise by workstation? Is there anyway to do this? If not, when
Installation and license key questions on ServiceDesk 4.1
Hi, I am currently evaluating ServiceDesk 4.1. If I install the Trial version (Professional, 30 days expiry) of ServiceDesk 4.1, can I activate a license key that I get later, when I pay for unlimited technicians and workstations. Or would I have to do a complete reinstall. Also, in the New Request page, I do not have an option to cc anyone. I would like an option that my manager is notified whenever a new request is created. Is this possible ? Thanks, Anand
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