managed software question
We have a total of 37 licenses for a piece of software we have identified in SDP. The difficulty is that updates are free so we have some clients using version 9.0, some using 9.1, and some using the current build of 9.1.1 SDP see's these as separate instances of software, which they are, but how does one go about allocating licenses properly for this? (see my attached image) As it is we have the 37 licenses allocated to the version 9.1 software, but it would then look like we are under licensed
V 7.022 Products associated to vendors not appearing in POs
hello after upgrading to 7022 from 7017, I went to create a PO and cannot see any of the products associaed with that vendor. i checked the admin tab and these products are still listed as being associated to that vendor. has this issue been addressed in the subsequent hotfixes? thanks.
Error - Update ServiceDesk SP-0_22_1 for SP-3_0_0
Hello, I can not complete the process of updating the version: AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm for AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. The error occurred between 98% and 99% and it automatically unistall this update, before that error ServiceDesk don�t start. My server is: Windows 2003 Server + Sql2005 + ServiceDesk Professional Sds,
Cannot created requests with technicians as the requester
I am hoping someone has run into this issue after applying SP 7505. We are not able to create a request with a technician as a requester. There is no error. If I create a new request and use someone who is a tech as the requester and click add request, the request is not created. I just get brought back to the Request tab. I have tried a re-import of AD which did not help. I tried calling support but had to leave a voice mail Has anyone seen this? Thanks!
Delete/rename Custom fields
Hello there, We are running version 705 and I am needing to delete or rename some of the custom fields that I have created. Can you tell me how I go about this please?
PSEXEC
Does the remote control facility of SD+ use PSEXEC? or some form of it?
Printing Catagories and Sub Catagories
Does anybody know of a way to easily print out the Catagories, Sub-Catagories and Items easily? Thanks J
Updating Solutions Topics headings
How am i able to update the Solutions Topics headings to better show what our Categories & Sub Categories are now? Is this possible and if so how? Cheers Chris
Merge 2 MS SQL databases
Hi, I currently have 2 Service Desks running with MS SQL databases. Is there anyway for me to merge these two SQL databases into 1? Regards,
Error when updating 7017 to 7022
Greetings to my friends from India! When running the update.bat to upgrade 7017 to 7022; i receive the attached error. The installation status is 100% completed, yet the "Finish" and "View Logs" buttons are not available in the Install Wizard applet. The Cmd.exe is reporting a "Severe: Inside SDFinalPostProcessor." message. in searching your site i see another reference to this error for version 5; and the response states that "This is normal and you should not worry". ?? I don't see how an error
after import techs lose Associated Groups
After doing an import technicians lose their Associated Groups
SQL Query
I am writing some web pages to generates reports and graphs. I ran my query on the sql server and came back with 97 opened tickets so far this month. I then go to the help desk and create a custom view to show all tickets for the month of march. The helpdesk returns 48. I checked the workorderd from the first helpdesk ticket (15573) and the last (15674). If I query all requests between these two ids I get 97. If I create a custom view on the helpdesk and show all tickets within that range of id's
Customize the due date
I've read through the admin guide, and I can't any information on how SD+ calculates the due date. I know it's somehow a combination of priority level, applicable SLA, operating hours, holidays, etc., but there's no specific information on how those factors actually affect the due date. We need to be able to have requesters manually set a due date when they submit a help request, and perhaps even have a default due date (like one week from the creation date) if no due date is selected. Editing the
Cannot Change Due Date
It appears that standard users cannot change the due date manually after ther request has been entered. Only administrators seem to be able to edit that field through the Edit Request function. Is this intentional or a bug? It is desirable that the due data can be adjusted after a request has been opened.
Service Desk, Pass Thru Authentication and Smart Card Logon
I'm trying to enable Pass-Thru Authentication on my Service Desk. My organization uses smart cards to logon to the network. My pass thru is not working and I believe it's because of the smart cards. Can anyone help me get this working, or is smart card logons and pass thru authentication not compatible right now? John 8)
Scanned software SLOW....
Since installing 7005, when I click on Scanned Software it takes probably 10 minutes to load up the page. There are only 3000 items in the scanned software section and it shouldn't be going this slow. Has anyone experienced this? I NEED A FIX IMMEDIATLY. We are working on rolling out the inventory portion across our sites and this is unacceptable.
Release Notes Clarification
Hi All, We are currently in the process of updating our ServiceDesk installation from 7010 to 7504. When reading each release note some of the Issues Fixed are not clear. Is there any online reference to the SD numbers mentioned that will provided additional information about the buf, ie I would like to know additional information on SD-14225, SD-14258, SD-14269, SD-13610, SD-14039, SD-14034, SD14272, SD-14223 and SD-14300, than what is stated in the 7504 release notes. I thought this may be available
Assign or Pick Up a Request from an email notification
There exists a content variable Close Request in the Notification Rules configuration that allows the recipient of the email to close a request by clicking on it's link. Is there an equivalent link available to either Pick Up or Assign a request from the email notifications that are generated when the request is placed into a group? Our mobile technicians work with blackberries and do not always have access to a computer to log into ServiceDesk Plus to work their tickets. It would be great if they
Allowing Technicians to edit due date
Any way of granting permissions for technicians to enter/amend due dates? I realise why they wouldn't usually but we're being a bit weird and not using SLAs, so no automatic due dates. Thx.
Technician change due by date
Is there anyway for a technician to be able to set their due by date? We have developers that know how long a task will atke and should be able to change the date on their requests..
Technicians modifying dates
I'd like my technicians to be able to modify the due by date and the created date. It seems only an Admin can do this. My techs have full control set for the requests module. Is there a way to fix it?
Cost Center and GL Code issues
Cost Center and GL Code version 7.5.04 While this was a great update to the PO system i believe this feature has fallen extremely short of how it should be used. As it stands you have to go in and create all of your Cost centers and GL Codes and from what i can see they are linked to nothing. Why couldn't this be as part of the Department creation so when you add a requester to the department they get auto-assigned the cost center/gl code? It would make perfect sense when you are creating a PO you
Disposed/Exprired Workstations should not get scanned...
Is it possible to turn off the scanning when I mark a workstation (or any scanned item) once it is in a disposed or expired status. I could just delete these but I'd prefer to keep them around for records. This way they also won't show on the failed scans report. Thanks! Tyson
How do you assign a contract to a workstation
anyone one know how you assign a contract to a workstation. Thanks
Group Email Notifications
Wondering if anyone has a solution to this issue. - Technician fills out a request for another user. (i.e. user calls the help desk) - Technician assigns the request to themself and closes the request. - The technician did not pick a group as he is assigning the request to himself. - SDP automatically picks the group that the technician belongs to which triggers the notification to send an email to the other technicians when a request is placed in a group. So a request is created and closed but whenever
Merge DB Instances
We currently run 3-4 SDP installs and are wanting to merge them all into one install. We want to be able to keep the history in each of the installs by merging the information in the databases.. Anyone ever done this or have any ideas? Thanks!
copy and paste issue
Hi all, I don't think that there is much that can be done about this but I wanted to ask. When I copy and paste from an email the formatting seems to come over as well (its not viewable on the page but when i run reports i get a load of rubbish with it too) I have attached an image to give you a better idea - have a look at the 2nd call on the list. thanks Phil
7505 Request Templates Broken
Since installing patch 7505 we can not edit existing or create new request templates. Both the header and field list blocks are missing from the screen, with only the canvas block visible. I can't uninstall the patch (as that feature, although visble in the Update Manager, is no longer available) and I can't restore the backup as it is now for the wrong build. We need this fixed urgently.
Open Requests Create new Requests Every month
I have 4 open requests for an ongoing project. Every 1st of the month these requests re-create themselves. it has happened the last 2 months. So now i have a total of 12 requests open for the same project. I've looked around and cannot see what is governing this. Has anyone had this issue? Support, help please. Thanks
Workstations scan problems
I'm using SDP 7505 and the Domain Workstation Scan shows that scanned all my workstation domain computers, but, when I go to the Scan Summary page, I can see only a few of them. If I create a workstation manually, and after execute a scan, it shows perfect. Any ideia ? Tks, Julio
Import Previous Requests from MS Access to ServiceDeskPlus
I have previous requests in a MS Access Database and want to import them into ServiceDeskPlus. I have well over 100 requests for the month of February and I really want them in there. I was even going to re-create every single one, but stopped once I realized that no matter what I change; the date will only reflect the day I enter the request. I even tried adding a date/time section to my request template and would put in the date of the original request. Then I would go look at the request and ONCE
Problem with closing workorders before last hotfix 7505
At the moment i've experiencing a problem with closing completed workorders. The new ones (created before hotfix 7505) can be closed. The older ones remain open. Please check
Removed all admin by accident
While customizing the self service portal I removed Local Login and the ability for users to edit there details. Now I can't login as an admin :( When I try local login it tells me domain does not exisit. When i login as a windows users who is an SDAdmin the admin tab is missing :( pls help as I dont want ot spent severla hours setting up the whole thing. BTW is running on SQL so I can edit the database if needed.
new users no email address
Hi We are running atm a sd+ 7022 in production. We have our domain sync to it and we updateded our exchange server from 2003 to 2007. Now the funny thing is when a new user that has been made through the exchange 2007 console with a email makes a ticket in sp+ and a tech answers the tech can't because there is no email to reply to. why is this not working ? we are running our database on a windows 2003 bit 64 Ms Sql 2005 Christophe Fettouhi
7505 Bug List
SD-14185 � Description field cannot be made as mandatory field in request template. When using IE6, I can no longer set the subject as mandatory, although the description field is working correctly. When using IE7, neither the subject nor the description can be set as mandatory. The "edit field properties" option is not appearing. (Image attached)
Closing rules failing after 7505 update
My closing rules are starting to fail after the new patch - they will work for a while, but then later in the day, a tech can close a call without Cat/SubCat/Item information. Has anyone else seen this? If I restart service desk it starts working again.... Thanks. Al
Error with updating the version
Hello, I can not complete the process of updating the version: AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_22_1.ppm for AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-3_0_0.ppm. The error occurred between 98% and 99% and it automatically unistall this update, before that error ServiceDesk don�t start. My server is: Windows 2003 Server + Sql2005 + ServiceDesk Professional
Approvals
Can you give more control over how approvals work. I Think this area is great but needs more thought in how it works or can be configured. I have posted some of this before, but i just saw it from the users side and have more to request. Can you make it so that the Manager, where the approval is being sent, can see more then just the original description. We often will correspond several times before we submit for approval and then we have to say several things again to the manager who needs to approve
Notify when task is closed
Hi, I turned on notify when a Task is closed. Now when a task linked to a Request is closed. i receive an email. but.....when i close a task linked to a change i don't get a message!!!!! How can i turn this on? Regards, Jeroen
Business Rule did not work
Hello, i try to create Business rules to assign call to Technician or Group if a text appears in the subject. It worked till version 7.0. But now with 7.5 (7004) it never works - even if the call comes per mail or if i create it as webcall. I see this error in the logfile: [06:00:39:810]|[02-26-2009]|[com.adventnet.servicedesk.mailutils.MailInterpreter]|[INFO]|[39]|: HeaderName : From, headerValue : user@test.com| [06:00:39:810]|[02-26-2009]|[com.adventnet.servicedesk.mailutils.MailInterpreter]|[INFO]|[39]|:
Next Page