Quick requests have no impact on business rules
I have made a business rule for a site like this site name:xxx criteria: mode is: e-mail, web form or phone action: Assign to technician xxxxx This works when I use "New request" The criteria is ok, so the auto assignment works. When i use the "Quick Request" at the side bar, then the criteria is ok, but there is no assignment to the tech. What is wrong with the quick request ? I use build 7500 I don't want to upgrade to 7501, cause I cannot see this issue mentioned in this upgrade.
Report Graph Cached
I noticed that the graph is being cached for the reports. For example if you are running a report for completed requests. At the time when you ran the report, the completed requests were 10. The report graph will correctly show that number. Now if you run that report later when you have 15 completed requests, then the report graph will still display the 10 completed requests that is incorrect. This problem exists with canned reports as well as with user defined reports.
Indivudal scan fails but network scan works
Hi all I'm running into a problem with individual scanning. I have two campuses on different networks (example): main: 10.1.1.XXX (has server for helpdesk {6012: we've had problems upgrading}) other: 10.1.2.XXX I can network scan and both work, the main campus computers will scan from their respective inventory screens, however when I scan the ones at the other campus from their inventory screen i get the following: FAILURE :No response received from workstation. Probably the workstation might be
Switching from created user logins to using Active Directory
When we started using Service Desk we did not use Active Directory. Now we want to start using Active Directory login. Is there anyway to "match up" the users to their Active Directory usernames so we do not lose the link to their helpdesk tickets. Thank you, Andy
Unable to make description field manditory
I noticed after the upgrade to 7.5 the description field was no longer flagged by default as manditory, nor was there the option to do so. We have alot of users that have been sending in tickets now with no description due to this and that is a problem. We would like the ability to make that a manditory field for requesters back.
SDPlus Sometimes Slow to Refresh Screen
My colleagues and I are using ServiceDesk Plus v6.0.0 build number 6015. When we switch between tabs and work on tickets, it sometimes take about a minute for the screen to load. We have been rebooting the server whenever this happens; sometimes this solves the problem and sometimes it doesn't. For your guidance, ServiceDesk Plus is installed on a server running Windows Server 2003 Standard Edition SP1. The ibdata1 file is about 2GB. Can anyone let me know of a solution? Thanks.
SDP and SQL
Is there a certain version of SQL that SDP requires? Will it run on Microsoft SQL Express 2008? Or does it need the full version?
Convert PO for contract to an actual contract
Is there a way to link a contract to a PO (other than typing the PO number in the contract notes)? Ideally you could create a PO then automatically create a contract from it by selecting a checkbox or some other option. This way the link would be there, the cost, vendor and other information would also be populated or displayed by the link. Also a suggestion for a future build, all approvals should have a workflow process with rules so you can route a PO or contract or change request to one person
Monthly request summary report
Hello I need to create a monthly report that shows: Number of requests received Number of requests open Number of requests closed And these need to be grouped by Technician. Does anyone have a query similar to this they can share? Or know of a canned report that would be good to use as a starting point?
Hiding requests
We are busy evaluating ServiceDesk Plus 7.5 for future use and we have a question (there will probably be more to follow). We have 1500 users in our organization spread across 18 locations. Due to a constant rotating staff, we don't rely on Active Directory. So, we are looking to have just a single login for SDP that everyone uses. In doing this though, every can see all the help requests. So my question is, can we allow all the users to login to 1 account, but not be able to see everyone's requests?
Build 7500+ - Problems During Non-Scheduled AD Import
Platform: HP ProLiant Blade BL460c G1 Windows Server 2003 R2 Enterprise Edition with SP2 Microsoft SQL Server 2005 SP2 + GDR (9.0.3054) ServiceDesk Build 7501. ServiceDesk Versioning: Base Install: Build 7021. Patch Order: 7022. 7500. 7501. Database Type Microsoft SQL 2005 DB. Not sure if this is a previously reported bug or not, but previously in build 7022 I was able to import all Active Directory accounts through the Requester importer without issue. After upgrading to build 7500, attempting to
Hotfix 7501 Released
Hi Users, The upgrade to 7.5 has been released. Have a look into this for further details http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= Thanks Shanmugam PL
Unable to initialize VM
Hi, Tried to install ServiceDesk Plus - Professional Edition but got the error of "Unable to initialize VM" and "NoClassDefFoundError" I have attached log files here. Thanks, LT
Techs missing from Assign
Support Desk See the example images. The Harware group contains 4 Techs When selecting the drop down box to assign to a tech in the hardware group there is only 1 tech availiable.
useful reports?
Don't know if these will be of use to anyone - developed on V7022 with MS SQL backend. Servers with age in years SELECT RS.RESOURCENAME, DATEADD(s, RS.ACQUISITIONDATE / 1000, '1970-01-01 00:00:00') AS 'Purchase Date', DATEDIFF(yy, DATEADD(s, RS.ACQUISITIONDATE / 1000, '1970-01-01 00:00:00'), GETDATE()) AS 'Age' FROM ComponentDefinition AS CD INNER JOIN Resources AS RS ON CD.COMPONENTID = RS.COMPONENTID INNER JOIN ComponentType AS CT ON CD.COMPONENTTYPEID = CT.COMPONENTTYPEID WHERE (CT.COMPONENTTYPENAME
Thoughts on updating to 7501
Currently running SDP 7020 on XPP. What would be the recommended path to update to SDP 7501? Can I update straight to 7501? or Should I update to 7022 then to 7501? or Should I wait for 7502?
SDP 7.22 How to change ProductType ?
I have been reading SDP forum since April 2008. And as I thought in accordance with talks about rules of asset licensing I should license only assets with IP-adresses that could be discovered in my network after scanning. Before we bought SDP with 250 nodes license I had asked about licensing rules our seller (AdventNet partner) and got the same answer that only asset with IPaddress should be licensed as node. After we installed SDP some time all were OK. We added in "Printers" section of IT-Assets
Service Desk Logon
I have my service desk set to authencate through active directory and I have it set to scan computers within active directory as well. Now when a user tries to logon to the help desk they have to choose logon to (domain). There are three choiced (mydomain), workgroup, and local. I saw that in the domain scan it has (mydomain) and workgroup. I removed workgroup from the domain scan and that removed it from the logon so the users no longer have to select (mydomain) but now 24 hrs later workgroup is
asset management
I would like to list all my print cartridges within the servicedesk so that all technicians can view the current stock level and amend as appropriate, I would also like servicedesk to automatically notify me when my stock levels reach a predefined level so that i can maintain a working stock level. Could you let me know how to do this using serviceplus 7501 or if it's not currently possible can this be included in an upcoming update. Many thanks
Support on version 7.0
Hi everybody, Do you know if we still get support on versions before 7.5? I was working with AdventNet on an issue with the AD import function. But it looks they suddenly stoppped with this support??????? I ask them many times for the status, but without result. At last i get on ereply telling me I have to upgrade to 7022!! I aksed them if this patch included a solution for our problem, no answer. I did the upgrade on a test machine 4 times, and 4 times it failed. i asked support, but......... no
7022 - Cannot login via AD
Hi All, We just upgraded from 7019 to 7022. After the upgrade, users cannot login. We are using AD authentication but not AD passthrough, and there is only a single domain. Initially, when the login screen comes up, you can click "options" and select our domain name. However, when either the username or password fields are filled in, the system reverts to "local authentication" and no longer displays our domain as a choice. Frankly, I can't find my local admin password, so I cannot get into the system
As I can delete the information in SD+ 7022 ?
Good afternoon. I wish to ask such question: As I can delete the data which is in system after scanning of domain PC:Hardware, Software, etc. am simple have scanned the domain, but given to me are not necessary, also I would like them to delete. How it to make through the interface of program SD + 7022?
Buld 7501 issues - Pass through Authentication
Hi, Just upgraded to 7500 then 7501 and with both versions i an unable to log out as the current user and log in as a new user, mainly me the administrator. We use Active directory Authentication with Pass through authentication. If i disable Pass-Through i can log out then log in as anyone. So it seems you need to be logged in as the Service desk user to view there own page. Any ideas? Thanks Lev
Error code
Plese help me with problem. Then i scaning remote work stations i have error with code: 1,228,892,710,370 What is this?
Request changed date/time column
Is there a way to get the latest change date/time for a request as a column in the Requests tab? I am using 7501.
Incoming calls are being assigned old request ids
Hi, Our new incoming email requests calls are being assigned old request IDs. This only happens for incoming emails and not when the request is manually entered. I have logged many help requests and had no response. Version : 7.0.0 Build Number : 7022 Please help
ServiceDesk 7.5 "Enhanced" Solution View.
Greetings, Is anybody aware if their is a way to default the view of the Solutions section back to the previous view? Our organization utilized the Solutions section as a repository of commonly needed files and the new view is simply unacceptable for our users to easily navigate. Hopefully there is a way to revert the solutions area back to the old format... or it looks like we'll just be stuck with a product that isn't much use to us.
At scanning earlier brought computers leave
I scan each computer separately by name. The part of stations is scanned normally, the part at scanning gives out the following - I scan computer X01 and I appropriate the user, then I scan X02. After station X02 scanning station X01 leaves and stations X02 the owner of station X01 is appropriated. Help please.
Assign to 3rd Party
We are using SD+ 7 and am interested in creating a list of 3rd Parties that we can then assign jobs to. Obviously these are not technicians but external contacts, they could be orders, external maintenance etc etc. Is there any way of doing this?
Where has default values gone??
In the Service Desk Plus guide it says I can set default values for priority by going to helpdesk customizer and there should be an option down the left window for setting Default Values, but I can no longer see it. It was there before I upgraded to 7.5 and now on each call I have to set the priority instead of it defaulting to what it did previously. Why?? I've just patched Service Desk with the patch released last week (so you know the build and version). Also, I want to get rid of Site from the
Repais Service Desk
The version SD on the first and second server is identical. We use trial version Service desk . I try to move SD on the different Computer. I made it in compliance with Documentachen. I recievd the message from "restoreData.bat" -restore succefull. But the information did't restore.
Mass change of user defined servers to V7.5 defined servers?
Apart from a sql statement on the database such as UPDATE ComponentDefinition SET COMPONENTTYPEID = 2701 WHERE (COMPONENTTYPEID = 301) what else is needed to change all the self defined servers ( 301 ) into V7.5 defined servers ( 2701 ) Does the system need to be stopped and started again or something? Regards, Andy
Mac Scanning
Is mac scanning now functional in 7.5? If so have any of you tested it? Thanks, Greg
Can the spellcheck language be changed
Is it possible to change the language from English UK?
Your Support is very imprtant
Please i need help... how i can upgrade from 7022 to 7.5 please can you show me the instruction for upgrading please i don't know how i can upgrade. thanks please help me ASAP.... best regards Alaa
When was a report last run
Does anyone know if there is a way you can tell when a report was last run or get a list of recently run reports? I've looked through the database at all the obvious tables but nothing is standing out. The only thing I can find at the moment are the exported files that sit in: C:\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war But this is only (as far as I can see) for reports that have been exported. thanks Jack
SDP fails to start after V7.5 Upograde
I upgraded our Test Environment from 7015 > 7022 just fine. However now when I upgraded from 7022 to 7500 it fails to start. It just sits at the splash screen and doesn't do anything else. (See Picture)
Custom Report for age of 'On Hold' tickets
Hi. We currently are running ServiceDesk 7.020 with MSSQL. I am looking to have a custom query report that produces the following for all open tickets that have a status of ON HOLD: Technician Name...Requester...Ticket Subject Line...number of hours on hold...last note on ticket. We like the new system, but I have noticed that technicians are putting the tickets on hold so that they won't violate the SLA. I need to be able to question them when tickets are on hold for weeks at a time. We run MSSQL.
Upgrade to 7.5 now running out of licenses
before we upgraded to 7.5 we had no problems, never went over our limit. as soon as we upgrade to 7.5 we started to get messages that we have acceded our allowed total of managed assets. I dont want to buy more licenses. Did the way or what is considered an asset change from 7. to 7.5
Mandatory Asset value set to NULL???
Hi, Since upgrading to 7.5 I'm having trouble adding a new asset and keep getting presented with the following message:- ""FAILURE :One of the value of the Asset which is mandatory is set as NULL. Hence cannot update this asset"" All fields have been filled out so not sure what's going on?? Please advise Regards Neil
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