Group field in Edit Request
Hmmmm! I am using version 7.5.0 r7504. When I make a change to the Requester details (who they is, or location) the darn group switches back to --Select Group-- hehe, very annoying though. My Request template has group already specified but to no avail, alas it switches back to --Select Group-- when the requester (who incidentally can not be added to a template - this would be nice) is put in. Possibly something to look at for the next update, or can I fix this? Cheers, A million dead-end streets
Closing Comments Box
Hi, is there a way to hide the "Closing Comments" Box on closed tickets? We don't want that endusers acknowledge their calls and it's a bit confusing when our staff see a warning message that the call is closed without user acknowledgement. Perhaps there is an option to disable the option that an enduser has to acknowledge a solution? Thanks for your help! Marco
ServiceDesk setup for Remote Site users
I need to write out an action plan on how i will implement this software to our Remote Users. So, the main site is where i sit, and where i would have the management console...etc. the company has, 1: users in a different state that will need to submit tickets and 2: users that are all over US with their iPhones and other smart phones. Has anyone done this type of setup? Thanks for all your help!
Existing Solution does not upload correct file
We are using version 7504 and are having a problem with our Solutions database. I have some Solutions that need to be updated. All of our Solutions have attachments. My process is: I browse to the Solution and click Edit. I delete the attached file and click Save and Approve. I then click Edit and browse to load the new, updated file, then click Save and Approve. When I view the newly-attached file, it is the same as the old file. This has happened with solutions that have a .doc (Word) attachment
Error after upgrade to 7022
Hi - I need some advice on this issue. After upgrade to 7022 I get the error "page cannot be displayed" using port 8080. I have tried the run.bat, and the log seems fine. se below. But no client webmanager is displayed. Any idea ? kind r Bj�rn-T =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
After applying 7506 my SDP install will not start
Applied 7506, No problems were noted. I attempted to start. It just sat there. Where the progress bar is there was a series of little dots that keep going from right to left with not end HELP PLEASE
Show office location?
I've been testing the site inheritance features in 7506. It's interesting, but in the end it's not terribly useful to my organization. We have multiple sites, but we operate with the same operating hours, same SLA's, etc. All I want is to import each employee's office location, and show it within the ticket. Isn't there something I can do to configure this? I tried adding a new requester field, but I would have to import the data manually, and the field doesn't show in the ticket anyway. In my mind,
Where can I download SDP 7.0?
I need to do a test upgrade to attempt to remedy an issue but all I can find is update packs. Does anyone have a link?
Change status versus change management process stages?
Hi Can someone please explain the different statuses of an RFC in the change management section of SD+. I had a look in the manual and the only status explained, is the status "open" which I cant even find amongst the default statuses. Can someone explain which status is used during each stage of the change management process. When is for example the release status used? Best regards Anders
[SD7.5] Remote control
Why not to use something like VNC for remote control? Build-in remote control installs VERY slowly and does not ask for user permission to allow remote control session. Some free builds of VNC servers are very small, some have embedded HTTP-based viewer, and VNC is STANDARD. So if we already have VNC servers on our client computers we can connect to them with any VNC client from any platform. And VNC is cross-platform, so we can control Macs from PC, RedHat from Mac and so on
Feature Request
We are having problems when people submit a new ticket they will click the submit button several times, resulting in numerous copies of the same ticket. Is there a way to prevent them from click the submit button more than once? (other than resorting to violence )
Primary Key for Asset
The primary key of an asset is the resource name which is FQDN or the IP address of a particular asset as we know that an IT asset might be networked and might be not for example, if we have a local printer which is connected to a PC, SD will not be able to discover it via network or via Active Directory sometime, an IT asset is stored, on other word, it is not joined to the Domain nor network, so, SD will not be able to discover it. This will lead to an inaccurate data in the inventory system usually,
Quickest Web Browser
Firefox or Google Chrome?
Users - Requesters
Dear SD Helpdesk Currently in version 7505 there is the added ability to edit multiple user and move them from one site to another, is there anything in the pipe to have this function to move other settings? ie 'Requester allowed to view' field? moving them from one setting to another, or 'Purchase Order Approver' allowing for multiple users to be selected then hitting update to update fields to allow or disallow.
Sick of being ServiceDesk Plus QA?
I feel that our company has been very good about reporting any major issues. However I don't know if I have ever dealt with another company that requires customers to be 99% of there QA and testing. Is there anyone else out there who uses SDP that thinks differently or is everyone else with me that SDP Should hire more QA techs and get at least 50% of the major bugs worked out before releasing a new version. If you are not going to do this please do not force people to upgrade to the most recent
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Ticket ID increment MSSQL
Hi We need to start ticket numbering at 30000 as we are migrating from an old install to a new one. What table in the MSSQL servicedesk DB do I need to edit to increase the counter? Cheers
Solutions Subject Lines are Truncated when searchign
Is there anyway to extend the number of characters when searching for a solution. This has changed since a previous version. Please see the included screen capture to identify what I am talking about.
report, wich tech closes most cases in a month
Hi. im looking for a query on wich technician that closes most cases in a month. can anyone help me?
Requester allowed to view - settings get overwritten from AD
Hi, when I change the settings of "Requester allowed to view" the settings get lost after a Active Direcory sync. This is really not nice as I have to change the settings for 20 people each morning ....... Regards, Florian
Request type report
Hi guys, I want to run some reports involving the request type field. Unfortunately, when creating the report the Request type field is unavailable. Can you guide me please in creating a query report that shows the percentage of incidents, service requests, requests for information. I would also like a second report that shows the percentage of incidents, service requests, requests for information per technician. This reports should display the data from the beginning of the year no matter if the
Today date in a custom filter for requests?
Hello, can you tell me how I can use a 'today' in a custom filter for requests? Thank you.
Business rules
Is it possible to set the Mode using a business rule? We don't see it as an option. Although most of our tickets are via email, we have a custom form that includes "original mode of contact" with some options. I'd like to use a business rule to set the mode based on that phrase in the description. If not with a rule, any suggestions? Could this be added as an enhancement request? Seems like you should be able to set any of the fields using a business rule. Thanks.
Purchasing Process and Asset Scanning
I'm sure this has been asked before but I can't seem to find a resolution. At the moment we use the purchasing module to control our PO system. Once the item has been received it moves from the purchasing module to the assets list and are registered as unassigned. Fine ! We would then assign these assets, (workstations in particular) to specific users. Fine ! The problem we are having is that when we scan the network, the workstation appears again in the asset list, so we have a manual input which
Integration with Opmanager?
we have the latest versions of opmanager and Service Desk. When we go to setup a notification profile in opmanager we can't select any of the info from Service Desk. What gives? it says this can be done, and looks like it's setup to do just this, but the drop downs are blank. Anyone else having a similar issue with the integration?
I NEED TO VIEW SOLUTION
please can you help me, that i want to view solution to the requester
can�t close any request
can�t close any request service desk plus after update to 7505 / 7506
Company Logo Problems
so I imported a .png image at the highest (120px X 40px) and in the organizational detail page it looks great but when i view a PO the image is distorted. when checking the image properties the dimensions are 125x41? i haven't tried importing an image with 125x41 and see if that makes a difference. will try that and post findings
Add assets to an asset resource..?
Within the Assets tab of SDP, I have a Resource called Non-IT Assets. Within this resource are specific categories; one of which is Blackberry Handhelds. Within Blackberry Handhelds, there are currently 21 records of Assets (these were all added by a previous employee a few years back). I've been trying to add some new Blackberry Handhelds to this category. I thought it would be as simple as clicking 'New', then filling out the required information and clicking 'Save'. For some reason though, it
Hotfix 7506 Released
Dear Users, Hotfix 7506 is released. Kindly refer to the below link for more information. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Srikrishnan ServiceDesk Plus.
Choosing 'Site' resets other fields
Hi, Has anyone else experienced the following issue since the latest product upgrade:- A new request is opened and the initial drop downs are selected, including Group & Technician. An option is chosen from the new 'Site' field but the Group & Technician fields are now reset, meaning they have to be selected again. Any ideas? Thanks, Paul.
Move solutions to new installation
Hello. We have been trialling version 7 and have taken the opportunity to redevelop all of the fields, etc... Now we want to move across to the new version but we installed the database locally and now want to move it to our database storage location. How do I move the database to a new location for the build 7503 install and point the app to the new location? How do I just take across the "solutions" from the old install (build 7018) to the new install (build 7503)? Thanks. Brad.
Tab Order
The tab order (using the Tab key to move throughout the forms) used to work well before the upgrade to 7.5. We used to be able to tab from each field to the next field and then from the big text box (when entering a new request) to the Attach Button and then to the Save Button. This has been removed from 7.5 and is SORELY missed!! Would love to see this return! I used to be able to enter tickets very quickly without ever having to take my hands off the keyboard once I got started but now I have to
Mails not fetching
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password
Servers showing as Workstations in IT Assets?
Hi, I've been having an ongoing problem with regards to Servers showing as Workstations in the Assets menu. Specifically, I have a series of servers that I want to show as "Server". I've gone into the Admin > Product menu and changed the classification for each to be a server. I've also changed the name of the product to begin with the word "Server". The items now show in the server category, however they also continue to be shown as a Workstation as well. I've noticed a few other people have had
Problem with fetching a e-mail
Hi! We have problem fetching e-mail sent via outlook. And when I want to test and chande username under e-mail setup in SD+ doesn't want to take username and password. And I know that I have wrote the correct. Please help. BR Amela
Which ports have to be open for scanning other Domains?
Hi Guys, which ports and Services must be running if I want to scan a complete Domain? I have the Domain-Admin Account, WMI and COM/DCOOM Services are running. The only Problem I see is the Firewall running.., do we have to open some specific Ports? Thanks for your help...
Can't delete software items
I can't delete 3 software items I get the following every time. Software 1 error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,236,699,201,322. Software 2 error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,236,699,236,916. Software 3 error: FAILURE :Database exception while deleting software. Please report the problem to the
Brazilizan Time Zone
Adventnet, We migrated to version 7.5 build 7054 in our laboratory machine. And some test at modules of "assets" have some error with the time. And in the option of "customizing" we identified the "Brazilian Time Zone" does not exist. (GMT - 03:00) Brasilia. Without this the time zone, we can not correctly configured in other modules. I await an expected return. Att Claudio.
Lost All Personal Custom Views !!
I worked long hours to make a personal custom views for Daily all closed tickets/ Weekly Closed/ Weekly Intarget / Monthly Overdue etc but then, the settings have been lost. I got the following errors: 1-The calendar displays: NaN-NaN-NaN and not numbers 2-All the custom view filetring options disappears if I want to edit it. 3- Get thousands of tickets for just one week calls ( displays:14800 ticket while i'm looking for a number between 2/02/2009 and 9/02/2009) which is not true!! I am realy having
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