Hotfix 7015 Released
Dear Users, Hotfix to upgrade to build 7015 got released. This fix can be applied over build 7000 through 7014 build and the hotfix is available at http://bonitas.adventnet.com/servicedesk/09May2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_15_0.ppm ( Links in Web pages will be updated shortly ) Instructions to apply the hotfix : 1. Shut down ServiceDesk Plus Server. Take a backup using backupData.bat under <ServiceDesk_Plus_Home>/bin folder. 2. Run the script UpdateManager.bat (UpdateManager.sh
Contact and role
Hi, I need to associate a role (used only for report) to more contacts. Is it possible or not?? I know that I can give a role to a supportrep but not to a contact. Help me please. Thank you in advance. Cheers Marco
question about the survey result
Since I passed the last released 7014 to my application, the result about the survey isn't order. I want to this result was order by date desc. Is it possible to modify the request? If yes, where I can do it? Thanks for your help!!
SDP Crashes
Hi guys, Today I have experienced some problems with the SDP service. I was getting Apache/Tomcat 500 errors or the pages were loading incompletely. After restarting the service all came back to normal, but I have noticed that some tickets that should have been generated only after restarting the service. I also tried to generate a support file but when I click the Support tab it displays an empty page. I am using SDP build 7009 on an MSSQL database. Please advise ASAP. Thanks
Not able to scan workstations not in domain
We are using ManageEngine Service Desk Plus for asset management and helpdesk. Most of the workstations are in a domain say DOM1 and reamining are in WORKGROUP. The problem is that it fails to scan the systems in Workgroup. The ManageEngine server is running on a member server in DOM1 and the service runs in domain administrator account. In manageengine configuration, one domain, DOM1, has been configured with one domain administrator account. All systems are in same network say 192.168.0.0. So,
Assign request based off aliases
I am unable to get a Business Rule to apply based on the 'To' field, it works fine with subject line, I know the alias is correct because the request gets created it just will not auto apply.
Build 7014 released
I see V7 build 7014 is released but I saw it from the RSS feed. Normally it's stickied at the top of this forum so people may have missed it?? Regards, Dean
Global View Question
I would like to grant a user the right to see the Global View of open tickets but I don't want to give the user Administrator level access to the application. This user needs to be able to see how many tickets have been assigned to each technician and the Global View does this quite nicely. Is there any way that we can do this? Thanks - Dennis
Issue in Mail Fetching
We have been seeing a number of issues related to mail fetching since late last week. At this point I get a message every 30 minutes or so as follows: System Log Message: Issue in eMail Fetching Probable Cause: Mail fetcing is delayed ....due to start time and finish time is ZERO I also received one last weeek as follows: System Log Message: Issue in email fetching Occured At: Thu May 01 10:15:57 CDT 2008 Probable Cause: Mail fetcing is delayed ....due to schedule time=1209651748010 more than curren
Screenshots on requests created via email
I have just applied SP 7014 and now not even the red X for the screenshot attached by the user is showing up on the new request. We really need this feature working. Is there a way to get the screenshots visible on the new requests created via email?.
Report to get times
Looking to gather some metrics on requests. Want to see the total time from generation to assignment. assignment to completion. Anyone done this already? Thanks.
Multiple sites / One Server
Hi all, i have been given the task of consolidation our help desks to one server. We currently have our internal helpdesk on one server and out external on another and it is important that we keep these separated. Is it possible to run both these helpdesks on a single server rather than having them on two ??? I have installed one and if i try and run the setup again it wants to uninstall the last copy ??? Thanks for all help on this Regards Paul
Assets being listed as Workstations
We have a number of non-workstation assets (eg servers, access points, etc) that have been discovered during the network scan. The problem is that when we view the assets discovered and you filter by the product type Workstation, these other assets are also appearing. When you filter by another product type, say Servers, only the servers appear. How can we stop the other assets from appearing in the Workstations list?
Resource Tag - Optional Column in asset list
This was mentioned a while ago - see http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669603 and I was just wondering what was happening here? We would like to see an option to have a Resource Tag column appear in the main asset list. Our Scenario - We are a school with a full windows environment and currently use our own ICT serial numbers for tracking our assets. For Workstations, these serial numbers are used as Computer Name which and picked up automatically
Screenshots on requests created via email
I have just applied SP 7014 and now not even the red X for the screenshot attached by the user is showing up on the new request. We really need this feature working. Is there a way to get the screenshots visible on the new requests created via email?.
ServiceDesk server shutdowns automatically
Hi, My ServiceDesk shutdowns automatically after a interval of few days and the only solution to start it again is server restart. After diagnosing i could find out that the java.exe process utilises lot of memory, when it reaches around 370000K Mem Usage it then shutdowns the Servicedesk. And after restarting the server the java.exe process utilises around 194000K Mem Usage and i noticed that day by day it goes on increasing and again when it reaches at around 370000K Mem Usage it automatically
Next Scan Schedule says not Configured, but it is!
I've previously scheduled my asset scan to take place daily. I didn't notice til recently that it stopped running a bit back. Now when I look on the scan summary section, when I get down to Next Scan Schedule it says: Not Configured, however when I click on the Configure Now link the next screen shows a checkbox in the Enable Scheduled Scan box, along with the time I original set the scans up for Daily Scan, etc. I click apply come back to the Scan Summary screen, it stills says Not configured. Any
*info* 7014 service pack error I had
I applied the service pack 7014 to my 7012 service desk and had problems starting it once the service pack was installed. Did a backup before I applied the update. Once the service pack was installed the service desk would not run, it hung at started application later and wouldn't go any further. I check to make sure service was running after update. Checked that mysql was not hung or apache, which is not my set up as I use a sql 2005 server. To fix this I had to uninstall current version and then
Problem with Sending an Email to Ticket
Hey guys, Sorry if this has been brought up before, I couldn't find it in the forums. I have a user with technician rights, that when he emails an open ticket with any information it shows up with another users name as the "from". Example: Bob emails open Ticket # 123 with a comment about the issue, and in the Conversation section Bob's email shows up as John. The information is all correct just anytime he emails any open ticket it shows up as John instead of bob. I don't have any crazy customizations
New Indiana Jones - Any large ? - Chiermess
Hey, New Indiana Jones gonna be cheerful soon. Do You ponder it's gonna be any noble ? piddling commentary: I caught an hastend screening of the fourth Indiana Jones hushed exact replica and I say I enjoyed it IMMENSELY!!! Wow, for years now I compassion that after "War of The Worlds" Spielberg has vanished his make up for; not so here. Here he returns to the underlying fundamentals of the vanished arts of practicality and unblemished-minded physical credible old fashioned archetype storytelling
Survey issue
On successfully filling the survey form and submitting the same in servicedesk plus, it is possible to go to the previous page using the "back" button.This effects the effectiveness of the survey as it is possible for the person being surveyed to change his/her opinion based on the results of the survey. So traversing bakward during a survey should be removed.
HotFix 7014 Released
Dear Users, Hotfix to upgrade to build 7014 got released. This fix can be applied over build 7000 through 7013 build and the hotfix is available at http://bonitas.adventnet.com/servicedesk/03May2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_14_0.ppm ( Links in Web pages will be updated shortly ) Instructions to apply the hotfix : 1. Shut down ServiceDesk Plus Server. Take a backup using backupData.bat under <ServiceDesk_Plus_Home>/bin folder. 2. Run the script UpdateManager.bat (UpdateManager.sh
Build 7013 Released
A hotfix (version 7013) has been released. This hotfix is applicable for 7000 to 7012 builds only and is available at http://bonitas.adventnet.com/servicedesk/25Apr2008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_13_0.ppm ( Links in Web pages will be updated shortly ) Issues fixed in this Service Pack : 1.Custom Views with filters based on "None" as one of the criteria values not displayed properly has been fixed. 2.Custom Views based on SubCategory or Item in the criteria list not shown properly
Site And Region in request reports
Could you PLEASE!!! add fields "Site" and "Region" to request reports and master custom report.
SDP 7.0.0 Build 7014 open issues
The following list of issues are open with SDP 7.0.0 build 7014. Some of these issues I have been reporting since build 7009. I have not received specific feedback on any of these issues. Adventnet, please comment and resolve: 1.) There is no way to delete an asset connection relationship. 2.) When updating the requester in a request, if you leave the asset unchanged the update button will not function. The asset should become blank when a new requester is selected. 3.) When an asset is associated
converting workstations to assets
hello, upgraded to SD+6 to SD+7 last week, and all has been smooth. however, it looks like the new inventory management has turned a lot of what used to be "assets" in SD6 into "workstations" in SD7. is there any way to change them back to assets without re-keying them in? p.s. are there built in definitions for assets? it was pretty wild to find out servicedesk had already filed away mpost of my assaets into proper categories
Active Directory
I have the helpdesk set to auto pull all the users from our exchange active directory. Is there a way to set it so that it will show the user's full name? It currently just comes over as their login name for both the login and the full name. We have over 500 employees so I don't want to go through and rename them all.
schedule tasks not appearing after public holiday
I have some schedule task that have been created and log jobs for me to check servers etc every morning. Some of the jobs are daily and some are monthly for maintenance. Since a public holiday they are not running and logging jobs any more, I have to manually go to them as a admin and log the jobs by clicking on the arrow. What can I do to make these jobs run again? I do not want to re create them.
Do not re-open requests based on ignored e-mail types
Currently the system can ignore certain e-mails, like Out of Office, for the purposes of notification. However, these e-mails will still re-open a resolved call. Resolved calls should ignore the same things as notifications.
Home Page - Assets tab software graphs only showing MS
On the Assets tab of the Home page in Technician view are a number of graphs that show details about scanned hardware. One of the graphs shows details of scanned software that is installed onto the workstations scanned by SDP. The problem I am having is that this graph is only showing software from Microsoft regardless of the selection made from the "More" drop down menu. How can I change the filtering on this graph and is there any way that this page can be modified so that I can create my own custom
Ticket Conversation Issue
When a requestor goes to view a conversation (expands), the windows slides open and has the spinning graphic in it but no text, at the same time a new browser window opens and displays the message. Anyone else have this happening on 7013?
Purchase Order Email Format
When emailing a purchase order to a vendor, could it be changed so that you can email the full colour, printable version (inline or as an attachment) rather than the plain text version, as the plain text is not very clear.
can not approve purchase order
Hi, I am trying out the Service Desk before buying it. When I create a purchase order and submit it for aprroval. When I log on as administrator and click on the PO number and there is no Approve this PO from the task menu bar. Please help. Dee
Active Directory, additional information to import
I'm currently demoing the ServiceDesk PLus product and I would like to know if it's possible to pull additional info out of active directory such as office, mobile phone, address, etc. If not, is this something for a future release? Thanks, John
Adding notes error
When a user tries to add a note to a request, it pops up a blank window before creating a note.
Departments List
In Departments List. (Admin Tab) It often to show only 10 items per page. Can you fix this.
Reporting Question, and customizing the view
Hello, I have a couple of questions. My first question is about reporting. I have asked this before, but did not get an answer. Is there a report that I can run to show time to resolve? If a custom one needs to be written, can someone help me out with that? Running on a SQL2005 server. My second question is about the view on the main Requests tab. I know about the box that you can click to being up the column views, and was wondering if there was a way to put Resolved Date in the list? Thanks! ben
your opinions please, migration safe?
Hey Everybody, We've been using servicedesk plus 6 for over a year now and use all of the features extensively. I'd like some feedback from some of you on how smoothly your migrations from 6 or 7 went, and the current state of version 7 for known bugs etc. it took me about 2 or 3 months to work all of the bugs out of opmanager 7 after upgrading from 6. Is servicedesk a smoother process? P.S. what options would I have for testing our migration? under the licensing how would i set SD+ up on a different
Problem/Change lists flicker when mouse moved up and down
When moving the mouse pointer up and down the Problem and Change lists the list wobbles/judders. It is very annoying and uncomfortable to use. This happens in IE 7 and Firefox 2. It does not seem to effect the Requests list.
Locked out of trial
We have recently installed and setup the trial of ServiceDesk Plus. It was set to authenticate via Active Directory pass through. The default administrator account was removed and a technician account added with the name MikeS. A number of days later (and many hours of setup and config) the Active Directory pass through tick was removed. Now we're unable to logon to the system. The only technician name in the system is/was MikeS. But we're unable to logon using it. How can we logon or how can we
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