Request Reports: Response Time to User Request group by States
I think the report Response Time to Closed User Request By State is very important Example of content of the report: REQUEST|STATE | AVG(TIME TO RESPONSE) 123 | OPEN | 00:15:00 123 | ON HOLD | 02:10:00 123 | CUSTOMER HOLD| 01:05:00 It's possible to have this report? Somebody have this need? Rgds Carlos Junior
Spell Check for Resolution
I'd like to see if the Spell Check feature will be added to the Resolution and other text fields.
Overload the Network in the Submit a Request - Change the Template
It would like to know if it's possible after the generation of requests is personalized and only shows some information (the request XXX is generated with sucefull!), because it overload the network. It's possible have this resource? Somebody have this need? Rgds Carlos Junior
Adjustable attachment maximum size
Allow administrators to adjust the 10 mb cap for attachments to requests, both up & down.
Date Conversions
I'm trying to determine how the PurchaseOrder table is storing the dates. I'm looking at the DateRequired field and it appears the date fields are all bigint types and not datetime types. So, my question is what query can I use to go about converting a date/time from these fields into a human readable form?
Change Approval Problems
Just curious if anyone else has seen any of these problems, i couldn't find anything in the forums already about them. Under the change management, i am having 2 problems. #1: i have created my list of users for the change approval to go out to from all my users that it has pulled in through active directory. I have created the change, and attached a few documents to it. I have then had it send out the email to the users. Now any of the technicians that are on the list, can open the link in the email
Due by time not present
I recently installed the latest service pack 6014. Since then, when requests are created, the due by time is no longer showing. I tried to unisnatll the service pack, but receive an error that uninstallation is not supported. Previously the due by time was automatically populated based on the priorty in the request. Is there a way to fix this or remove the service pack as this seems to happen only after the service pack was installed?
Service Desk Wont run after installation
I installed the service desk plus 7 but I could not view anything on the client interface. when I try to start the service, a command prompt appears for a while and then shuts down. I don't know hwat else to do. I am running kasperspky antivirus on my system, ISA acceleration server 2000 and MS SQL 2005 Express edition. I'll appreciate any help you can render. thanks
task edit window fails to close and update
The popup window for task edit page CUDTask.jsp, after editing changes and clicking save, fails to close, fully blanks out its window document body, and does not update the task back on the task list. Build 7005 using IE7.
Replying to a request
We are semi-live on SDP. I have setup the mail server settings and can receive mail fine. When I try to send a reply I get "Sending notification failed". I have authentication enabled for outgoing mail but still no luck.
all requests gone after data restore on new server
we recently had to reinstall and restore from backup. That went well, but all requests are gone. All other data (asset, solutions, etc) is there, but no requests. help? running build 6015
Problem restoring backup
I'm trying to setup a test SD+ on another PC running Windows XP Pro, with data from current live SD+ which is running a trail version of Windows Server 2003 SB. When I run the restore data option on the test SD and select the backup file, 'requestScheme is HTTP' slowly scrolls up the page and the restore does not progress any further. The backup is from 6014 build, and SD+ on the test PC is at 6014. Am I trying to do something that is not allowed? Anyone help?
browser title
hi, Can i change browser title i wanna add AdventNet ManageEngine ServiceDesk Plus +"my company name" is that posibble ? like in <title> AdventNet ManageEngine ServiceDesk Plus MY Company</title> best regards
Notification email sent with wrong server port
Hello, I just configured the helpdesk app to use SSL, and it's working just fine. The urls on the notification emails are still using the old port. How can I change that? In the templates it uses a variable. Thanks in advance for any help.
Problem adding vendor
Hello, I'm using SDP 7.0.0 Build 7.0.0.9 German on Windows an connect with IE7 or Firefox 2. The "add new vendor" Button in the "add new contract" mask doesn't work. Adding a new vendor through admin page or add new purchase order works. IE7 shows the error message Row: 1006 Character: 1 Error: object expected Code: 0 URL: http://server:8080/ContractDef.do
discovering workstation
i cant discover workstation anyone can help me ? FAILURE :Database exception while discovering workstation. Please report the problem to the system administrator, with the Error Code - 1,199,524,994,502. best regards
Two Instances of SErvice Desk Plus on Same Server
Hi, Is there any way to install two instances of Service desk plus on same server.We have two different departments who want to use the SD+.WE are ready to buy separate licenses but it would be good if we can use the same server. Please reply
Remote connect
Hi there Is there remote connect software available that integrates with service desk application. Hasina
Cannot uninstall servicedesk completely
On my testing server I cannot uninstall servicedesk completely. I an unable to remove the old adventnet directories. After a few installs and things not working, I have uninstalled, therefore leaving directories on the hard drive which are invalid. Can someone help. Thanks
thx for this post
very interesting. i'm adding in RSS Reader
Mail server settings query
Is it possible to pull emails into SD+ from a sub folder of the Inbox?, I thought I had read it was possible, but may be wrong?? It would be perfect for us, as we are trying to alleviate too many Cr4p emails from being registered(like all our backup confirmations etc), and as we do not presently have notification to users of request creation it is not a big deal to have delays in request creation Is it possible?? Hope you can help Happy New Year to all
servicedesk on vmware server
Hi! Is it somebody who have some experience with having servicedesk on vmware machine. We have did some tests and servicedesk seems to be little bit slow. Is it something that we need to think about? Maybe moving database to a sql 2005 instead of mysql. /Amela
Assets
I understand a workstation is an asset and counts towards # of assets your allowed to scan. What about other inventory I want to add. I have some RSA security FOB's that I want to enter, but I don't want them to count towards the total # of assets. Do I put them under "non-it assets"?
Installation issues
Installed this on a VM and hoping to do a bit of testing of various sorts. However, I followed the same procedure as previously followed - only this time it hasnt worked. Its on a 2k3 machine, and whats happening is the following: 1. install SQL2k 2. install sp4 SQL2k 3. install SDP 4. expect it to start up step 4 isnt happening....it gets so far, and then the service wont actually start after the installation - nor is the DB being created in the MSSQL instance. No idea what I have done wrong. Eventvwr
Automation of CSV Import (Requestors)
We have a requirement that a daily job is run to enable an updated list of Requesters (including Company Name, Department, telephone etc.) to be compared and updated. We can't do this is AD as most of our Requesters are external users, but we already run SQL jobs that provide this data as a CSV file. I can manually import this each day, which is somewhat tiresome and without using SQL, can this be performed in ServiceDesk (ver 7008). :?
Modifying Category Details
How do I manage and modify the category details and change them to something that more specificially suits my organisation with in a new request or problem form. It may be a stupid question but I can't seem to find the location to do this?
Asset Scan on every logon
Is it at all possible to setup via group policy or logon script(kixtart) or .bat file a way to do the Asset scan everytime users logon?? And if so, would this need to have a port opened in the firewall to allow scanning?, as the IT department is trying to setup all machines to have firewall enabled? Hope assistance can be given? Thanks In Advance
Servicedesk won�t work for windows vista with ie7
I install servicedesk entrerprise but i have a problem. The software d�nt work is the S.O is Vista with ie7.
Active Directory Passthrough Authentication
We are testing out the software and are having a few issues. The AD pass-through authentication seems to work sometimes but not other times. Sometimes IE will pop up a box wanting credentials before we can hit the servicedesk plus server, other times it logs us right in with no problems, sometimes I get no prompt but the site doesn't display. I recall another helpdesk software I used we had to update something via GPO to fix this issue.. Might not be a Servicedesk issue. Thanks, Greg
Can MSSQL Options Be Configured?
We're using SDP 6013 (I think) on SQL Server 2005. I have a couple of questions that I couldn't find answers to in the database 1. Can SQL options be configured for the servicedesk database...i.e. things like logging (events, connections, database diagrams, etc) or backups? 2. In version 5507 we had interface customizations..."Workstations" were "Servers" and "Requests" were "Changes". This was done by editing some configuration files. In 6013 can this be done through the SQL server management program?
Download previous versions
Hi, I'd like to download previous versions of SD+6 for my test server. I'm currently running v6013 in production and I would like to reinstall the same from scratch on a VM to test upgrade to 6015 and maybe to 7 later. Also, I might move SD+ setup to a bigger machine some day, are all settings in the DB ? What else will I have to transfer (I've thought of license file and custom logos but what else?) Thanks
Support for MAC Operating System for Asset Scanning
Hi, Can anybody help me to do MAC OS workstation scanning for Assets Details.I am using Version 7.I need a procedure and settings on the MAC machine to enable asset scanning
How do you list all your assets in one list
I have just done a system scan and I want to be able to see all my assets so I can then put then in the correct category but I can't seem to get a full list. I can of course go through each category one by one but that is a real pain. I have only just bought this product so I am new to it. I am using Your SDP Version : 7.0.0 Build 7005. Thanks
Problems in SD after implemation of MS07-069 Security patch
Hi Our company has implemeted MS07-069 Sec. patch for IE6, and now I cannot start the servicedesk Webclient (ver 7.05) - has anyone else seen this problem? (I get memory errors in Java execution, and the SD logfile shows a lot of "Thread-Blocked" messages and a "access_violation_exeption" error) For infomation: the MS security patch is supposed to fix a remote code execution bug. Regards - Erling
Help Creating Reports
Trying to create a report that includes the fields: Request ID, Subject Description, Request Status, Notes and Created By. However, the note section will be used for when the report is printed out so that the reader will be able to right notes if they so wish. When the report is printed out, the notes column is filled with "not provided". Is there any way that when the report is printed out that it can be left blank? I added the notes field on the request page but then hid it from requesters (if
Unablet to access SD+ after upgrade to v7 and pass trough
Hi, I had version 6 upgraded to v 7 as per other posts. V7 was upgraded to 7009. Everything worked fine until turning on pass trough authentication. After that I am not able to access SD web page. The port is open and listens on port 80. Can I turn off pass trough from database or config files? Does anybody have any suggestions how to troubleshoot what is going on? Thank you.
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Email Catcher - When receiving Custom Forms?
Hello again! Hope you all had a good NYE ;) I have setup Service Desk Plus to suck all email out of a communal email address and that part is working quite well. We have custom forms that often get posted to the inbox, and when ServiceDesk Plus polls them it only picks out the title of the form and who it is from. That's all. Is there a way to get ServiceDesk to suck out the information in the form (Several text fields) and display this in an automatically logged call that is polled from the mailbox?
Asset Scan Errors help
Okay, I am trying to make heads of the errors that I receive form Domain asset scans, and why i need clarification is, we are spread over 40+ sites in 2 countries and I really need to be sure of what we have here in regards to errors! Bascally I am trying to determine what the errors mean, I have a machine in the office with me that is returning the "Connection to RPC server in the workstation failed" which SD+ suggests is an issue with Firewall, but the machine is actually turned off which should
Generating Report help
I have some more questions, and figured I would open another post. I need some help with generating reports. My boss would like to see two reports. One is a Time to Pickup report. How long did the request sit in the queue before a technician picked it up or it was assigned. The second is a Time to Resolve. How long once the technician picked it up did it take to enter a resolved state. Thanks for the help! ben
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