Report of Open Changes
Hi, can anyone help me? I like to have a report of all Open Changes with their details, especially the tasks and status? I think it must be possible ut how Regards, Jeroen
Invisible Attachments with Exchange Sever 2007
Since upgrading to Exchange 2007, e-mails from SD+, builds 7015 & 7017, with attachments do not show the attachments from Outlook 2003 & Outlook 2007. The attachments do show up in blackberries from the same mailboxes. The attachments can be seen in Outlook if you use File, Save As, or Forward. There are documented issues in the MS Knowledgebase that are similar and our servers are patched accordingly. The only application causing us grief is SD+. E-mails with attachments from all other SMTP sources
Available Site for technician: empty
hi, i configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? Thanks
Migrating SDP
Hi, We are switching off our old SD+ and SQL servers so we have to move the installation to new machines. What is the proper way of moving the SD+ installation to a new server, and also the SQL database from the old MSSQL 2005 server to a new MSSQL 2008?
Start New Request - Customer search question
I am using an eval version of ServiceDesk Plus. When our customers call, they provide either their location's telephone number OR customer number. When creating a new telephone request, how do I search Contacts on these two elements? It appears that you can only search on "Name." Even if I populate the "Name" with the customer number, how would I search on phone number?
How to search for customers
I am new to support desk and working with the trial version. We support retail point of sale software. When a customer calls he can provide us with customer name or the store's telephone number in order for us to bring up the customer record. Is it possible to search on more than one field when creating a new request? It seems as though there is only an ability to search on "Name".
TrimmedBackup files have used all available disk space
Our install of SDP v6012 has crashed out, there is no disk space left for it to operate. under \Adventnet\ME\ServiceDesk\trimmedbackup we can see that a 5mb file has been created every 10mins. Please advise how we can free up some disk space and avoid having these files being created every 10mins without being deleted.
How to change required fields on OPENing a request ?
I need to require that users pick category and a few other fields before they can submit a request but I can't find anywhere to set this. You can set required fields for CLOSING a request but can you not set required fields for them to open one ?
Remote Control from ServiceDesk - Experience?
Hi all! Anyone with experience using the Remote Access control from ServiceDesk is welcomed to place their opinions. How does the control work over a WAN connection? How does the control work via NAT firewall for remote users over internet? We are using WebEx, and are looking for other options. So far, I can see that LAN, while not great, works well enough to get work done. Thanks!
Issue with scanning in thin clients please can you help resolve Connection to RPC server in the workstation failed
Issue scanning in thin client using windows xp service pack 3 no firewall is enabled have checked dcom and wmi get the following error message. Connection to RPC server in the workstation failed. Please can you resolve asap
How to stop sheduled PC scan
I cant stop scheduled PC scan on SDP. I create schedule scan in web form http://SDPServer/SetUpWizard.do?forwardTo=netDefconfig but this was big mistake. It began scan my huge domain. I disable schedule scan in web form but schedule task don't stop. HOW TO STOP IT? Maybe in DB? There is table Schedule with row. I manually set ADMIN_STATUS column to Disable. 4 WorkstationSchedule No Description Disable 106 5 WorkstationRediscovery No Description Disable 107 there is table Task_input where task schedule
Java error when selecting certain options
Hi all, I am running ServiceDesk Plus as well as Neflow Analyzer on the same machine. Virtual 64bit Centos Linux 5.4 Netflow analyzer works 100% I have this issue on ServiceDesk that when I select certain options, I get a Java error. For instance, I can log requests, but if I select the "Solutions" button, I get the following Java error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from
Change Technician Login
Hi, One of my Technicians have left the Org and I want to MOVE (i.e., change the login name) this Technician login to the new joinee. How can I do the same. Mukesh Garg
Service Desk Does Not Start After Installation.
Dear Sir, I have installed the Service Desk Plus 7.6 and after installation and running the run.bat I have the following stop error and the service does not start at all and the icon does not come either. D:\ManageEngine\ServiceDesk\bin>run =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: D:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=D:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Changing "groups" - consequences to existing tickets?
Are there any consequences or side-effects to changing groups on existing tickets? Prior to the establishment of "Sites", we built groups based on Location. Now that we have sites, we need to setup "Groups" to be of similar work requests (Desktop Systems, Telecommunications, ERP, etc). If I delete groups, and add new ones, what can I expect from existing tickets and our reports? If there are side-effects, what can I do to alleviate them? Thanks so much!
SLA reminders
Hello - is there any way to setup service desk to email technicians before a call goes past it's due date??? I would like a reminder to go out 1 hour before a call breaches and prevent pointless (forgetful) breaches. Thank you. PEter
ServiceDesk Hardware Requirements
Hello, I need some information. First of all, is there any chance to install this software in a shared hosting plan. I read somewhere that it is possible if you have Telnet/SSH rights. Now, let's imagine a normal situation, where I am quite limited. Isn't there a version to upload? Not a .exe file? Or maybe install it in my computer, and upload the 200 MB, would that work? Their concern is with the security of the file, apparently. Now, imagine I COULD upload it, what hardware requirements should
Purchase Order Numbers
Hello - I am in the process of upgrading to the current version - which I understand is now 7606. We were at 7014 and currently are running 7514 so I have a few steps to get to the current. However, I have run into an issue that I don't understand related to assigning Purchase Order Numbers. We have been using a letter as the first character of the PO number but when I try to enter this I get a database error [FAILURE :Database exception setting default configuration. Please report the problem
Purge Inventory in SD Plus 7.6
Hi, Now i have SD 7.6 over SQL 2005, with several old objects in the inventory. I need to purge inventory to send a scan process and discover the actual status of workstations in the network. How can i purge the inventory totally? thanks.
Software and last logged on user
Is it possible to create a query report where you search for a specified scanned software (office) and then return computername and last logged on user on the computer? I know the last logged on user is picked up when scanning the computers, but I can´t get it together in a query. Kind regards Stefan Sehlberg
Can't delete folder structure after installing 7508 upgrade...
So I'm trying to delete the complete Advent folder structure to start over again.. however the upgrade procedure to 7508 creates folder lengths that are too long. Windows cannot delete them. Case in point: This is a REAL folder in the distribution create by the upgrade process : C:\AdventNet\ME\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-7.5.0-SP-0.8.0\SERVICEDESK\applications\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\lib\SDJSPClasses.jar\com\adventnet\servicedesk\servlet
HTTPS secured link in $requestlink
In the notification email's $RequestLink, the HTTPS address is sent to requestor as HTTP even though the template shows proper link. How can the server be set so that the ServiceDesk does not reset the link to HTTP?
Condition in Business rule
Hi, I have created my own status like "Forwarding" and I want it to be used in condition in Business Rule when requesting was updated. But inside Business Rule, I cannot find any Status in condition. Is it possible? Thanks, SOPHAL.
Possible to amend resolution or completed dates?
Hi, Sometimes we forget to put requests onhold, or carry out the work but forget to update the request - is it possible to go back and amend the completion or resolution dates on requests? I appreciate that only admin users should have this sort of access, but it would be useful to 'correct' mistakes on requests. Thanks, Rich
keyboard shortcuts?
Are there any keyboard shortcuts for SDP? One for 'New Request' specifically would be great. having to move to the mouse is a big slow down. thanks!
How to access SD+ database from my SQL client
Hi Guys, I have downloaded the free version of TOAD for MYSQL. Now i would like to access the database on the server to query on the data. For some reson i'm unable to connect to the database when i use port 33666 i get an instant 100061 error. The web runs on port 8888 so when i use that as my connection port the connect wait for 10 seconds and give a message that it is unable to logon. Can someone explain step by step how to connect using tools like toad.
Technician Availability Chart - Changing Unavailability Colours
Hi I am looking at showing when a technician is not available for support because they are working on projects. Unfotunately if i use "Leave Types" then the colour on the scheduler is RED which is the same colour as when they are on annual leave or sick leave. Is their a way of changing the colour for different "Leave Types" so that we can see they are on project work rather than not being at work at all. Thanks Mike
Request Approval
Hi all the problem is: the requester has new request, the request must approval from his manager befor it going to IT Department. the qustions is -->1- how to make the manager approval?? 2- what is the manager ? Technician Or Requester!!?? thanx for help
SDP Remote Control
I am trying to get the Remote Control feature of SDP to work. When I click the Remote Control button, a prompt is received on the target machine. After clicking to allow, I receive "FAILURE :User failed to authenticate your connection." on the Technicians end. There is no firewall on either machine. Any help is appreciated. Angelus
editing a request clears out the Group assignment.
Not sure if its really an issue, but it is an extreme annoyance. When going back to an existing request and clicking "edit" to modify it the Group assignment clears out. If you reset the group assignment, the team is notified that a request has been added to the group, even though the request was already there. I've tested this in IE7, IE8, FireFox, Chrome, and Safari. Each browser does the same thing, so it seems to be an issue with ServiceDesk or I'm going crazy. Anyone else see anything
Engineer absent call assigned to New engineer for day .
A engineer is absent at a site for a day i want all request assigned to the absent engineer to be assigned or fowarded to a different engineer /
MSSQL License for ServiceDesk
We are planning to migrate from MYSQL to MSSQL.Can anyone here tell me what kind of license i may need to buy for MSSQL for running ServiceDesk Plus.I have nearly 300 users who will be using the software and so my question is, do we have to go with CAL licenses per user or per processor license or any other ??? I would appreciate feedback's from many of you who would have already implemented servicedeskplus on MSSQL. Regards, Steve
Questions
Q: Guys, anyone experience problem on the request Tab -> Filter Showing -> My Groups; some of the groups aren't showing the technicians on the group that i made. A: create a new custom view for the groups that aren't displaying. note: but if you have any solutions on viewing at "My Groups" please post. thanks
Custom Query Reports
I had sent a request to support for a custom report. I recieved the following code back today: SELECT BINARY qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",BINARY mdd.MODENAME "Request Mode",BINARY aau.FIRST_NAME "Requester",BINARY dpt.DEPTNAME "Department",DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i') "Created Time",BINARY wo.TITLE "Title" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
Unassigned Workstations - Incorrect Value
Under the Assets Tag, I am showing 4 unassigned Workstations however, when I click on this, there aren't any showing in the list (as I have recently assigned everything!). My Filter is set to 'All Workstations', with Resource State set to 'Unassigned'. How do I clear this down so that the correct number of Unassigned machines is showing? Thank you,
Problem with Business Rules
Hi, Currently I have problem with Business Rules which I set condition with Request - Additional Fields (Online) that have only 2 values (Yes/No). IF Online = is Yes THEN Add to Group <Online> Assign to <Admin> After request was submitted by user then Technician (Admin) updated Online Fields to "YES", but the business rule is not running. Until Technician (Admin) do EDIT again and save update, then the rule can execute. So mean for the first time update the business rule that get value
Is there any way of linking many requests to one request
We have a request that we'd like to break into smaller pieces as it involves serveral steps and several techs. Besty way to do this is how?????
How to merge solutions from two DB?
Dear Colleagues, Previosly we had service contract with a IT partner, now the contract has ended. Partner gave us a MS SQL database SDP Enterprise 7.0.0 contains 24000 requests and 300 solutions. This database is available only in localhost mode. We use now SDP Standart 7.0.0 build 7005, the database contains 1800 requests and 40 solutions. Can we merge the two databases, or even import to a new database old solutions? Thanks, Sergey Admiralsky (asg@adamas.ru) Adamas-Yuvelir, Moscow, Russia
wrong time on home page
Hi this is not really a big problem but i was just wondering if anyone could explain to me why my home page time is incorrect by 1hour, the personalise time is correct but the home page is incorrect, its not really an issue because all the requests go by the personalised time but sometimes technicians get confused and go by the time on the home pages which is incorrect.
Hostname of server
We are using Manageengine ServiceDesk Plus 7.6 on server having hostname lab and IP address 172.16.6.116. Now I want to change the hostname and IP address. My question is this how we will change the configuration in ServiceDesk Plus
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