Sub-Catagory & Item can't be specified in Email NNotific
Sub-Catagory & Item are not avilable as variables in email notifications. Version 7009
ServiceDesk quit over the weekend and now fails to restart
At some point over the weekend, SDPlus (we're running version 6 something, can't be more specific because I don't know how to check the version when the web interface won't start--anyone give me any clues how to do that?) stopped running, possibly as a result of the drive its database (a SQL Server) is on becoming full. Now the drive has been cleared and has 20GB+ of free space, but ServiceDesk still will not start up. I have attempted to start it both by restarting the machine and by manually using
Graphic glitch?
Here's an interesting problem. The green "New Request" and "Create new" buttons overlap each other. I thought that was normal at first, but all the screenshots I see from others show the two separated. This can be seen in the attached screenshot. This can be seen both on our test and production systems, and occurs in both IE7 and Firefox, and it also persists after multiple cleanings of the browser caches. As a result, the button that drops down the menu of request templates is not visible. Since
screen refresh constantly - impossible to use
using SDPlus 7011 with Vista SP1 on IE7. It is like the javascript is constantly making the screen blink. it's really noticable on say the admin page with all those icons. if you mouse over any of them.. the screen will blink. I have a headache now. I don't want to have to go to Firefox just to demo the product. THis problem doesn't happen on Windows Server 2003 with IE7 or Windows XP SP2 with IE7. of course the machine i'm stuck using right now is Vista SP1. Let me know if you want any more info.
deleting attachments
Hi I am trying to delete an attachment by editing job, clicking on delete icon and pressing update button. When I go back into the ticket it is still there. I have added and removed other attachments from the same job but this on will not delete. Is this just a glitch or can I force its removal in any other way? regards
Dumb Question.. But How Do I set an Announcement?
We have the Self Service Portal setup, and I've got it the way I think will work however I can't find the option in Admin to set the Announcement box on the user portal. Can anyone help? I know it's stupid, but I've completely missed it!
Edit the Location field of an asset.
I must be blind or something but after upgrading to 7 from 6, I can no longer find the location field to edit when I click on the edit button for a workstation.
'Domain Scan' changes names of workstations
Hi, I have a question regarding the 'Domain Scan' function. I works like a charm having found almost all of our workstations in less than a week, but i have a, to me, very big issue with it which i hope can be solved. I use the workstation name as a unique identifier for the various PC's, having given each a registration number as machine name (e.g. REGNR1, REGNR2..and so forth). I'd like the workstation name to be the same as the registration number, so i manually changed the name of the workstation
Last remaining questions
Hi All, Just Finishing our evaluation of ServiceDesk Plus. Just had a few questions. 1./ How can i change the layout of the Change and Problem Creation screens? I would like to remove, and a few fields 2./ Can I modify the Actions Drop down within the request screen? I would like to remove things like Enter resolution. Any suggestions would be fantastic. Regards John
Notify technician(s) when attached problem is closed
When a problem is closed, there should be an option to notify each technician that has an incident/request attached to that problem. There should also be notification for the "reported by" person when a problem is closed.
Purchase Order with attachements
Possibility to had Custom fields in the purchase orders including adding files attachments.
Request Template / Form
I would like create custom templates to use for diferent requests. One example would be a NewHire / Term request. Or Adds/Moves/Changes. This form would be cutomizable to include all aspects of a new hire. Currently the templates just fill in fields available to ALL requests. I would like that when a manager selects NewHire/Term template it opens a new request that has different boxes and fileds than the standard issue box. Derek Tymkowicz
Various Asset/Resource/Workstation issues noted in SDP 7009
To AdventNet: Please advise as to status of remediation on all of these items. To SDP users: Please note these items before attempting a production upgrade of SDP 6 to SDP 7. 1.) The terms asset and resource are used inconsistently. The additional fields function on the Admin tab uses the term Assets. The Asset tab in the system refers to the same records as Resources. There are many locations where either term is used to mean the same thing. Please make the system consistent in its use of terminology.
Domain Scan and Xp Firewall Exeptions Problems
when i make a "Domain Scan," PCs that have the Windows XP firewall enabled give error, however PCs with the firewall enabled complete a successfull Scan. my question is: which port o aplication i must add to the exeption list of xp firewall?[/google]
SDP 7 Enterprise - Handling Underpinning Contracts
Looking for ideas, suggestions or the like for how people are using the system to manage the Underpinning contract element of the service Desk. The SLA defines the agreement between the Service Provider ( IT in our case ) and the business, which is great. All is generally fine when you can manage the incidents and problems internally, but there is always the point when you have to fall back to support contracts. Jobs can only be defined to technicians, so how is everyone tracking the jobs that are
Software Inventory
while looking at all of the inventoried software there is on our network it shows several thousand different programs, for instance it shows each individual windows security fix, patch or update as a separate program. is there any way perhaps to define a list of applications that belong or can be associated to another peice of software. For instance all of the XP updates would be part of or included with XP. They would not show as individual application but would rather show what is installed when
Remove Technician Rights
I have not been able to effectively remove technician rights from users to return them to Requester only status. I thought you could Delete (red X) the user in the Technician view, but that appeared to delete the user as a whole, and they only re-appeared after the next AD scan, and have since lost their original calls associated with them. Thank goodness for TEST users! Searching the forum has provided fruitless. Hopefully i just overlooked an option somewhere. Thx.
Backdating the closure date of a request
I don't believe it is possible via the application, but is there a priv that can be applied to allow the closure date to be backdated. Just got some techs that don't get the cases closed in as timely manner as others, the work is done etc, but 2 days later the request stays open! Regards, Andy
7010 & 7011 Patch Install Problem
When trying to install the 7010 or 7011 patch on my test system, it will install the patch and says it was completed, but after i try to start SDP again, it hangs and "starting applicaiton layer". Anyone have thoughts on this. it's happened to me on but my production box, and test box. Thanks! Mike
secure imap or pop for incoming connections?
Hello, We are just getting our SD+ setup up and running, and we've discovered that SD+ doesn't appear to do imaps or pops. We really have no desire to setup non-secure connections. Is there an add-on or plugin for SD+ that will allow this? Or maybe I'm missing the setting all together? Jim
Response time to support requests?
I submitted a support request to Service Desk using the "Request Support" link on the "Support" tab within the Service Desk Plus interface. Once on 2-8-08, and again on 2-19-08. I have not gotten a reply to either of them. Considering Adventnet is providing a help desk software to help desks, what type of response time to a support request should be expected? If my clients submitted a support ticket to me and I let it sit unanswered for over 10 days, I wouldnt have clients to worry about. We are
Incoming E-Mail
I am attempting to setup incoming e-mail for the ServiceDesk Plus system using Microsoft Exchange 2003, however on each attempt to connect, be it via IMAP or POP3, the following error is given: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I know my settings are correct, Can someone please help?
Server Location of Service Desk website
I am trying to find the actual files that are used to display the website such as the login page and so forth. I have done searches but to no avail..... Anyone know where I can find the location on the server. I used the default isntall path of c:\adventnet\........ I cannot find te file in there though, unless they are hiding themselves under different names than what I see in the address bar..... HELP!
Components in non IT assets
Before we spend a lot of time settings things up incorrectly, can I check how others are using this part of SD+ please? We have a number of telephone phone systems installed at our clients' premises. The systems normally consist of two items; the phone switch and the voicemail Each of those items have been created as separate assets. Inside each of these items are various combinations of cards, line cards, extension cards etc.. The we have created as components. The phone switch is say called London
Change Management - Calendar View
Really like the Calendar view for the Forward Schedule of change. Like it so much could we have an option to have the calendar view for the closed changes as well, so you can see what happened at a glance on a particular day/month. Does that sound like a sensible thing or have i missed the same feature elsewhere. Regards, Andy
Resolving requests
Greetings. I try to find the similar problem, but haven't succeeded. So, when I assign SDGuest role for my technicians they can't edit Requests so they can't manually set Resolve status. But if I assign SDAdmin role, or role that I manually created with request change rights they can change everything in the Request. Is there a way to give them option to change status to Resolve and add resolution, without changing anything more?
Clean Build - SDP Loading, but wont display the frontend
I've just rebuilt our Helpdesk after what we assumed as a server crash. However, the helpdesk is still suffering from the same symptoms as it was before. Everything if fine according to the lofs, howeve the font end to SPD fails to load anything. I've tried two reinstalls and still nothing. It all works fine ip to the point when I resto my data. From that moment, it fails to load anything. The only thing I can think of that might be causing this is that we've recently disabled/turned off our second
Mail Fetching with Exchange 2007
Does it work? If it does work, how can I check what might be wrong with it? We are not using POP or IMAP, what other options do we have to get this thing working?
auto associate an incident with a existing problem
Is there any way to auto associate an incident (on a recurring theme) to an already open problem ? Or does the association of incidents to problems have to be only a manual task ?
Early Access available for SDP 6.0
Users, we thank you all for your patience. Please find the early access for ServiceDesk Plus 6.0. You can install the build in your test environment and get a feel of the release features. We recommend to test in mysql itself as they are few issues to be resolved in mssql database. However if needed you can connect with mssql database. Both Mssql 2000 and 2005 versions are supported. Take the link below to download SDP 6.0; bonitas.adventnet.com/servicedesk/02Feb2007/AdventNet_ManageEngine_ServiceDesk_Feb_02_2007_windows.exe
shortcut to entering time spent (work log) to call
Is there a way, or if not can the functionality be added, so that from the list of open or pending calls you can click an icon in this list next to a call and it will pop up the 'add work log' dialogue box so that time spent and a brief description could be more easily added as you work on calls. Some of the calls we have are open for some time and a large dialogue builds up in them. To add time to the work log you have to click on the call, scroll past all of the dialogue in the call and then click
Private Messaging on the forums
Has it been considered to allow private messaging on the board at all? Sometimes an offline post between people could be useful without having to use e-mails? Andy
Drop down boxes in the Servicedesk 7 Enterprise interface
Please could all dropdown/combo boxes be sorted alphabetically/numerically in an ascending list. It is very frustrating as well as inconsistent to have some sorted and other not.
After a upgrade c v7009 on 7010 pictures in request are not
After a upgrade c v7009 on 7010 pictures in request are not displayed: the Reference to a picture looks so: http://server/inlineimages/workorder/1393/0.png On file system there is this picture: \\server\c$\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png How to correct?
Untrusted Server Certificate Chain.
I just inherited the Service desk + app with no knowledge transfer from the prior admin. My problem is that the server logs are filled with the following errors. All of my certs and keystore check good. I'm not sure when this started since the log files on this server fill up so fast the start of this was pruned. -------------------------------------------------------------------------------------------- [10:18:50:199]|[01-28-2008]|[SYSOUT]|[INFO]|[13]|: requestScheme is https | [10:18:50:199]|[01-28-2008]|[SYSOUT]|[INFO]|[13]|:
SUGGESTION: Buttons to add to bottom of page
When ever I look at our request screen, it is spread across more than one page. What is really getting on my tits is having to keep scrolling up in order to view the next page. Can you, as soon as is possible, add the Showing : X-X of n as well as the navigation buttons (next, previous,first/last etc) to the bottom of the screen as well as the top? Many thanks
Build 7011 Released
A hotfix (version 7011) has been released. This hotfix is applicable for 7000 to 7010 builds only and is available at http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_11_0.ppm The complete build can be downloaded from the URL : http://download.adventnet.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus.exe Instructions to apply the hotfix remains the same, however the steps are given here for immediate reference. 1. Shut
Fresh Install using 7009 Data - Only 7010 Install available
We have just had a server crash and are having to reinstall our helpdesk. We have a backup from just before the crash, but we were still using 7009. The installer I downloaded and re-installed from is build 7010 and wont allow me to install the old data into it. I have had a search around the site and I can't seem to find a pure 7.0 (7000) installer and the 7009 service pack. How can I get my data back?
Spam filter?
Hi, I'm using SD+6 (6015 precisely). I'd like to create a spam filter so SD+ doesn't create request for unknown sender's domain and for a specific email account. So I've added the following rule: Sender does not contain: mydomain.com, myotherdomain.com It's working fine, then I added: Senders is not: ignore@mydomain.com Then I only have one line left: Senders is not: mydomain.com, myotherdomain.com, ignore@mydomain.com which is obviously not what I need ... Anyone can help me? Thanks!
Feature request smtp mail in and centennial inport or link
We don't use POP3 mail on our exchange server so would like to see smtp mail in. Facilities to connect to external 3rd party databases such as Centennial Audit would be good too. I've used the free demo and would buy this superb service desk software in an instant if there is a work round for the Inbound mail. Phil.W
Next Page