Endless AD import (with no results)
Hi, anyone else facing the same? AD import on SD+ 7508, Windows 2003 domain. The container on which the import should run shows nicely but then the Import Window stays on Connecting to ActiveDirectory Server... at 0%? And of course, not a single user is imported. Tried diefferent AD domain controller, different username for import, etc. Any ideas please? Thanks.
Default Request Template
I have tried rearranging the fields in the default template to what I would like them to be, if you edit a request they show up correctly to make selections but if you are looking at the actual request they display out of order. And suggestions would be awesome as it is driving my support guys crazy!
Missing Requests
Hi - wonder if anyone has any clue why this is happening... For some reason when a user puts a ticket in for one specific site the tickets gets created but can't be seen anywhere. Its not in the queue for that site. It's not in any other queue. It just gets created and then vanishes. I have tried creating a ticket on several peoples behalf but they always go missing. The Site, Group and Department have all been set up in the same way as the others and the standard business rules have
Historic View showing level of Open Requests
I am after a report that shows the level of open requests over the last six weeks, Is there a pre-built report to do this or can anyone give me an idea on how to produced it? I can produce a report showing how many have been created but non that gives me the level of requests open on a date. Thanks in Advance Shaun
7.6 release in June
are we still possibly on for the 7.6 release in June??
Extracted Setup data
I am hoping to extract out of SD+ a list possibly in Excel that shows all setup data for my install (7008) and this will then in turn be used for a further independent install. Hoping to get Category>Sub category> Item listings and anything else possible that will amke subsequent installs easier. Is this possible? Hope someone can help Cheers
why does my domain name show up as an resource name?
hello! everytime i run a new asset scan, my domain name comes back as a resource. for example, the actual www.domain.com shows up as a resource name that cannot be scanned. ( (the actual domain controller shows up separately) any advice? i have deleted it multiple times from the asset inventory but it comes back and i get audited on this DB being accurate.
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: "at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)"
Custom Filters
Hi . I want to create a custom filter for the request screen which only shows requests assigned to the currently signed in technician for all request statuses that are not closed or resolved . How do i refer to the currently sign in technician in the filter ? Thanks
Solutions Not Showing Correctly
When you view a solution, it does not display like it does when you are editing the solution. If we use a bullet list, it shows it on the edit page but not if you just open it to look at it. The same thing applies to other things like the font style and even line spacing. Update: I have checked it in both IE and Firefox and they both show the pages in different ways than the edit page shows and they both are wrong in different ways. Items that should be bold may be bold in IE and not in Firefox,
Assets replace by others in a new scan
Hello, I'm trying ServiceDesk Plus Version : 7.5.0 Build Number : 7508 I have a problem when discover assets (computers) from my Active Directory, someones replace others. Thanks for your help.
cleaning login list
hello, i want to know how i can clean list on login screen for requesters, a lot of old workgroups can be choosen, but i need only my domain and local authorization best regards
Only the top business rule will run against my request
Hi, I have set up business rules to: 1) assign a request to a group based on the category and sub category 2) assign a priority to the request based on the category If I have rule 1 at the top it works fine and assigns the group but the priority is left blank If I have rule 2 at the top of the rules list, it assigns the correct priority but no group Can anyone ofeer some ideas please
Closed time and date
Hi With a technician on site the time that the problem is solved is not the same as the time the incident is closed on the system. How can I achieve that regards piet
Clean List of local groups in login screen
How to delete old workgroups in list of login screen, when requesters choosing where to login, they should see only our domain and local authorization best regards
Blank screen (again)
Hi, as I am unable to track solutions in the previously posted issues regarding blank screens, here's my problem... All by sudden, all users are presented with blank screen when they try to open SD+. SSO enabled, registry fixes applied, server in truested sites, deleted browser cache, etc. I have applied the latest update to ver. 7508 (just to be sure). Clients are IE6 with patches/SPs applied. Made a test on IE7 as well, same behaviour. Any ideas please? Thanks in advance.
Level of open requests reports over a period of time
I am after a report that I can produce by day over the last six weeks showing the level of open requests. Is this possible? Thanks in Advance Shaun
How are merged tickets counted in reporting?
can someone please explain how reporting works with merged requests? for example, if i have four users report four of the same issues, i usually merge these tickets into one. questions: 1. how are the requestors notifed of the merge and the subsequent updates and closure? are all four users notifed? 2. how many tickets count toward the 'closed' total once the merged ticket is closed? 1, or 4? 3. what determines what the 'master' ticket is? for example if i merge three tickets, which
Backups
Hi, This is probably an easy one but I am struggling to find the answer. Do I need to use the backup tool in SDP as well as backing up my SQL database (which is on a seperate server). Cheers Aidan
'Reports' Columns rearranged on CSV export?
On Version 7011 when we did a CSV export on a custom report we had, the data columns in the order.. "Created Time", "Completed Time", Category", "Technician", "Request", "Priority", "Department" & "Group" NOW on version 7.5 the columns are in the order... "Group", "Department", "Category", "Technician", "Priority", "Request", "Created Time", "Completed Time" ????? Why? We have just outsourced a developer to create scripts & macros to pull this data & populate Excel workbooks. Naturally it fails now!
Technical Manager....
There currently is an option to have a requester be considered a department head. This means that all requests made by that department are visible by the department head. We have run into a problem where the department head is also a technician in the system. He is responsible for one group and has the ability to see all requests assigned to that group. What we need is the ability to assign a technician as department head so that they can see all issues assigned to their group and all issues submitted
ticket no longer available when searched after merge.
Hello! i keep posting to the wrong forum by accident! sorry. (this new forum is a bit tricky!) i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question,
Can't use "Program Files" as the installation folder
So I'm installing a new version to back out of a error.. and I get the following displayed when I try to change the "default" install path of "C:\Adventnet\ME\ServiceDesk" to "C:\Program Files\Adventnet\ME\ServiceDesk"... "Please choose a directory name without space characters in it." Are you kidding me? In this age, I can't put the installation where I want? In easily the MOST USED INSTALLATION PATH in the history of Windows applications. Come on AdventNet.. let's get into the times. Why
Move assets from Workstation?
After doing a domain scan, it has put all the assets under workstation. This includes IP phones, firewalls etc. How do you move them out of workstation without deleting?
show better history in po module
when viewing po's right now, there is no history item logged for when a PO was actually ordered. this would be very helpful.
Adding Attachments - Make Easier
Currently the only way that we've been able to add attachments (after a request is entered) is to click edit then click attachments. Would be really nice to be able to click an Add Attachment button like you can for Work Log or Notes. Thx!
ability to expand fields in the workstation view
hello, when using the summary view, would it be possible in one of your future release to have the ability to expand or contract the different field lenghts listed? for example, i have long department names, and can only see the first 20 letters or so of the department. it would be useful to have the excel-like feature of expanding the column size to show all this info. thank you.
ability to enter directly into aquisition date, expiry date and warranty date
hello, currently we do not have the ability to enter a date directly into the acquisition date, expirty data and wraranty date fields without using the Calendar selection box. typing these dates in is a lot faster than having to go through the gui each time. in addition, this field cannot be 'blanked out' once a date is entered without running an update statement in the DB. thank you for your consideration of these enhancements.
Reporting
Hi All, We use the reporting function in ServiceDesk Plus to provide management with statistics from the previous wekk - I am sure many of you do. One thing that is slightly puzzling is the fact that we are always resolving more requests than are opened, I think this is because some requests are reopened when a user replies to a request that has been closed. It confuses the figures and means that every week we have to change the statistics or answer questions as to why the are different.
ability to manually enter aquisition, expiriy and warranty dates
hello, i have 400 hundred assets i need to add the above dates to. apparently we cannot just type into this field, and have to use the GUI selection calendar, which is very clunky and slow. can you please look into the ability to actually type into this box, rather than be forced to use the GUI? thank you very much.
Email Technician
I am running 7507. I noticed that after assigning a ticked to a tech, and I email the tech that the email is nowhere in the ticket's history. How do I track emails sent to the tech after it has been assigned? Thanks
Attachments do not populate in Resolution area
Hi SD Plus tech, I was wondering if there was a way to add the attachment of a Solution in the Resolution area when using the "Search Solution" option, then "Copy to Resolution" feature. We use several instructions as attachments to solutions, but we find when we use the features described above the attachment does not populate the description area of the Resolution. Any hints you can give me? As you know when including screen shoots there are several step you have to take which can be a bit
OPmanager integration
Dears, We have a problem in the integraton between Servicee desk plus and Opmanager , We've configured the 4 steps in the PDF file while when we create new ticket profile, the category list and technician list are empty ? N.B: SDP is 7.5 and OPmanager is 8 Please advise
Requester User Guide?
Is there a user guide that I can provide to the requesters? The only one I can find is a general user guide, which is more aimed at technicians. Christian
Tips needed for scanning Apple Equipment
hi all, We have several Apple machines on our network and I am not sure what the trick is to get them scanned. I noted that a couple seem to have worked but I am not sure what I need to setup to get the rest scanning. Any info would be appreciated.. Cheers Paul
servicedesk restore
i reinstall servicedesk plus backup i have,how can i restore pls send me
Email attachments
Why does it seem that We are getting ignored when we are priomised a feature that has been getting pushed over and over. Email attachments when is this going to be fixed. instead of adding more things/ features why not fix the ones that are broken. I need this fixed asap. I received an email with a screenshot and i dont get it when it comes from service desk. why is that> running Your Product Version : 7.0.0 Build 7022 Request ID : 1934
unable to change AssetExplorer Alert email recipients
Hello all, I am looking to change who gets the following asset inventory change email. The subject is : ManageEngine AssetExplorer Alert - Inventory Audit Changes. and it appears to come out right after the domain scan occurs. Currently it is being sent to a couple of users whos mailboxes are no longer valid. I thought it was related to the Administrators group since it says hello administrators but neither individual are in any groups. Can someone direct me to the correct location to
Error during database restoring
There was a necessity for transition from MYSQL DB Server to MSSQL. In ServiceDesk 7508 (MYSQL) the backup copy has been made. Then the program has been completely reinstalled. During the installation was configured to connect to the new database server. ServiceDesk with the default database starts successfully, but when restoring data from a backup error occurred (see log below). ******************************************************************************** * Restore
Unable to assign technician, group, site when editing request
Hi, I have "Pick(ed) Up" various tickets in our system and the group got reset to -. I went into edit on these tickets but when I click on technician, group or site, the dropdown lists contain nothing. This happens in IE 7 and Firefox 2 and 3. Because the group is not set, various views that my team use will not see any of these tickets. The dropdown lists just say "Choose Technician", "Choose Group" etc but nothing is in the list. Regards,
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