ServiceDesk on SQL Server 2008
Can someone please tell me if we can run ServiceDesk v7.5 on a Windows 2003 SP2 / SQL 2008 Server? We are looking at upgrading from SQL 2000 to SQL 2008 and need to know if this is possible. Thank-you, Rubens
ServiceDesk Plus v7605 Testing Issues Thread
If you are like me, you test all updates to SDP in your development environment as thoroughly as possible before going live in production. I am starting this thread as a central location for us (the SDP customers/Admins) to record issues we run across when testing the latest version of SDP. My thinking is more heads are better than one and if one of us is having an issue, there is a good possibility that others will as well. At the least, recording the issue here will give other SDP Admins a “heads-up”
Daylight saving time- How to change
After the change of the daylight saving time, Sevice Desk is still showing the old winter time. The server time is correct. How can we set the time in Service desk to the current summer time?
Scheduled data load / update?
Hi I'm adding a list of all our current projects into EUDesktop as a new field in Change. This field is a picklist. The project list is held within project server so a sql database... is it possible to set up a scheduled task that will pick up the project lists from project server and load them into EUDesktop? removing the old picklist entries first. In the past (on other packages) i've set up DTS packages to move the data around. Any thoughts on if this is possible / how to achieve it? Many
Requester Details
Is there a way to include additional recipients on a request? For example: someone opens a request and wants to cc their manager on it. How would they do that? Regards, vanderson
Ability to change "Jump to" Feature
Or at least ability to add Desktop Central as one of the choices from SDP.
Request ID based search has been removed from the request search in the left panel
The above referenced text is listed in the latest Enhancement Service Pack under SD 25985. My question is this: WHY did you remove this functionality?????? My colleagues and I have in the past used this feature to search for issues that may be related via the SD #. For instance, we oftentimes split issues for various reasons, but the 2 separate issues need to stay "related" to each other via the original issue number. We have been able to put in the original issue number and search and the results
Unable to add entry into the database using provisioning Template
I am using the given below xml parameters and values for the template to update the SysInfo table in Mysql. But, i getting the OperationFailedException from the RMI client. <InventoryUpdate> <MOUpdate MOName="sysName" MOClass="com.adventnet.nms.tutorials.ems.SysInfo" isNew="true" when="onSuccess"> <Property name="sysContact" value="$sysContact$"/> <Property name="sysName" value="$sysName$"/> <Property name="sysLocation" value="$sysLocation$"/> </MOUpdate> </InventoryUpdate> ERROR>>>>>>>>>>>>>>>>.
Variable $NoteMadeBy is not functioning in subject line
I'm on the template "E-mail technician when note attached to a Request." The default subject is "A note has been added to Request Id ##$RequestId##", I'm attempting to change that to "$NoteMadeBy added a note to RequestID #$RequestId". When I get the email however it's not replacing $NoteMadeBy with the value. Any ideas?
Send resolved/closed Mail to other recipients
Hi there, when i resolve or close a request, the requester receives an email from the system. Is there a possibility to automatically send mails to other people/groups? Ideally automatically filled in by the request´s template... Any ideas someone? Thx, Uli
Ability to return items from a PO
In the PO module, it would be nice to have an option to return items on a PO and delete them from inventory. Or just the option to add notes to a PO after it has been closed. That way I can delete the items from inventory and note the PO that a certain line number was returned. Thanks, Tyson
Is it possible to build a multilevel SLA?
I'm evaluating ServiceDesk Plus as a replacement for our curren system. However I can't really get it to work the way our helpdesk is set up; When an email is received it should create a request with status as open. 1. line will start looking at the call and can use up to 4 hours to try to resolve the call. Within the 4 hours, 1.line must either resolve or escalate to 2. line. When incident is escalated an SLA should be started based on priority. So: total SLA is 4 hours at 1 line + whatever time
Task/Attachment deletion
Is is possible to find out which user deleted task/attachment?
Cached user scan data
I want to reset the assigned users for all of our workstations.. Now i can reset them all to in-store status, however it automaticlly picks up the data from the last scan (we run the scans at login).. My question how can i remove this cached data to ensure that the next login will be used to assign the user..
Mail Fetching not working
Mail Server Settings shows status as 'Running' but mail is not being fetched. we recently moved to exchange 2007, which uses TLS for POP. is this compatible? i set email type as POPS with port 995. POP with port 100 did not work either. i tried the recommendations of start/restart service, etc in other mail fetching threads, with no luck. support logs attached. thanks for any help! -Andrew
importing data from sharepoint
Can I import records, such as closed tickets, from Sharepoint?
SSL not working
I'm trying to get an SSL cert from Godaddy to work with SD+ I've done all the steps to generate a keystore as outlined in the faqs and everything goes as planned. I edited the server.xml file with the keystore password and changed the web server port to 443 https Soon as I do that though and restart SD+ the connection fails. I setup a wireshark on the server hosting it and notice that when the request comes in, the server is sending back to the client an ACK RST Netstat doesn't appear to show anything
Assets management
Dear any one can help me to find way to make sure all the assets that connected to the network is registered in the service desk the problem is sometime we cannot scan the machine
Problems / Changes Template
Hi, Could you tell me where can I create Problems/Changes template like Request template? Thanks, SOPHAL.
Move departements to my Sites
I have registered several Departements but all of them are registered to Default Site. Now I want to move these departements to different newly created sites. How is this done? I can't delete the sites and re-register it on any other departement, error message: Department is being used by a module. Hence cannot delete it. /Ola
Additional database needed for requestors and assets
We have a lab area with at least 50 "Virtual Stores". Each store has it's own set of specs that need to be associated in tickets and assets. But requestors can work at several stores a day and assets are moved periodically. We can't associate a store with a workstation or server, because the equipment gets moved around. How can I keep a database with the store information so that when tickets are created, the requestor can access this and include the information in the ticket?
Service Desk Plus problems - Advent Net service desk fails to start
after many problems updating from 7602 to 7605, we started with a fresh Windows 2008 Server image and clean install, but no matter what version 7602 or 7605 we install, Service Desk Plus will not start. Here are excerpts from our log files with severe listings. When tryinng to start up the client we get the following error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.propert Server is starting. This may take a minute ... ServerContainer [CREATED] SQLOne
how to import software licences into SD+? via API 'add asset'?
Hello I was wondering if it would be possible to use the SD+ API 'add asset' in order to add software licences to SD+ and associated them to a workstation. How could I do this? If not, does anybody know, how to import Software licences? Has anybody an SQL script for importing software licences and associating them to a workstation? Thanks a lot for any feedback. Marc
Problem with AD Scan
I'm stating using ServiceDesk Plus these week and I'm using version 7 build 7004, but my Domain Scan doesn''t work. For exemple: I selected only one OU that have 7 workstations. Than scan shows successul for all 7 and no error on log. When I go to store, I can see only 5 workstations. Any idea ?? Tks in advance.
Managing Software
SDP has a large list of software installed on the network, however many of them are the same or just different versions. Is there a way of merging these to create software groups or similar thing? e.g Adobe Reader 8.1.0 Adobe Reader 8.1.2. I would like to appear as one or a group. Can this be done
Views
Is it possible to use the same ManageEngine for different views? Problem I want to use the software for our Helpdesk whereby clients can log there request and I want to use the same ManageEngine whereby the testers can log request for our developers? Reason I want to keep both these request seperate as not to obscure the stats and reports but yet want to track both within ManageEngine
Asset Database
I haven't seen this clearly spelled out so I will just ask. Can you import an access database, of say product names and serials and model numbers in to Service Desk?
scheduled shutdown of ServiceDesk
We are testing SDP 7.0.0/7009 and hae noticed that sometimes the next morning SD is no longer resonding. We suspect that this may have something to do with the nightly backup running on the server. So, I would like to shutdown SDP before the backup starts and then restart it after the backup has finished. To do so I've created a batch file which runs the following command: cmd /k "C:\Documents and Settings\GBONLAdmin\Start Menu\Programs\ServiceDesk Plus ManageEngine\Shutdown ServiceDesk.lnk" Basically
Weird visualization on a frame
At my company, we have an intranet we use for many things and we wanted to show the Help Desk application as part of "modules" of our intranet, we inserted a button on the modules menu on the left frame and targeted it to the Service Desk Plus application on the right frame (which is actually the same server, but on a different port). The thing problem is that the application is shown without any CSS style, image, javascript, as if there were no files, and if I shift-click on the same button to open
Can I hide "Manage custom views" in Requests?
Hi, Is it possible to hide or remove the possibilities to for technicians to manage custom views. Ex, If a technician makes a view including certain statuses, and after a while the company adds another status. Then there is a chance that the technicians filter will not work correct and therefore miss requests. /Mattias
how to import assets in service desk plus?
how to import assets in service desk plus from CSV?
Technician assigned to site should only see problems, changes and assets in the assigned site
Today, when you assign a technician to a site, the technichian can see only the requests in that site but in all other areas (problems, changes, solutions, assets, purchase and contract) he can see all sites. The site assigment should also handle the limitation/filtering of those areas.
How to Edit ship to addresses
Is there a way to edit the shipping addresses / billing addresses
number of technicians
Does the built in admin account, count as 1 technician? In other words can I have 10 technicians plus the admin account if I am licensed for 10 technicians?
Emailed jobs creating new User Accounts
When a requestor sends an email through to help desk, it creates a new account with the 'long' email address as the login name. How can I stop this from happening?
MYSQL to MSSQL
I want to migrate my MYSQL database to MSSQL, what do I need to do? Is it possible to do it? Help would apreciated. Regards Nuno
LDAP Integration
Hi, Currently, my company's instance of ServiceDesk Plus utilizes AD, but for this second instance of SD, we're looking into utilizing LDAP on account of certain fields not found in AD. If we are to go this route, is it possible to schedule automatic imports/updates of requesters into SD from LDAP? We really like the feature of scheduled updates from AD. Best Regards, Justin
Request Templates - Categories / Sub Categories / Items not Propegating.
Hi Im attempting to create a few basic template calls so the technicans can raise a number of basic one click calls, password resets etc. However i am unable to complete creating the templates as the connected Sub Categories / Items are not being displayed ie 'User Administration -> Passwords -> AD', i can select User Administration, but the following 2 do not offer any options. Installed the latest patch today hoping for the issue to be resolved, no change. Tried in both IE8 and Chrome.
technical notifications
How do I get the technicians to reach them an email informing them of the creation of a new application?? Thank you.
Additional Status Options for "Purchase" Tab
I see with the release of 7605 there are status options for "Invoice Received", "Paid", etc. It would be helpful in tracking the actual purchase process if there was a status of "Ordered" that followed "Approved".
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