Active Directory Authentication Not Working
Although I have enabled 'Active Directory Authentication' but non of users are able to log in using Active Directory Authentication.
Global View Issue
Hello Why can only Admins See Request information in the Global View Area. I would like others to see Request information.
mail fetching and attachments
Hello, When a user sends an email through the helpdesk using Outlook 2000 the attachement doesn't get fetched by ServiceDesk. When sending using Outlook express the attachment gets picked up fine. Any ideas? We are using ServiceDesk Plus 6014 The helpdesk account is setup as POP3 on Exchange Thanks
Phone number in automatic notifications
All, Here is a challenge. We would like to include a phone number in the contact information we provide at the bottom of the request creation/closure notifications. The challenge is that we want to provide a different phone number depending on the group assignment. Anyone know of a creative way to do this? Thierry
Version 5007: Additional Licenses, Support
I'm still waiting to hear back from support regarding our failed upgrade to version 6 and have considered the possibility that we may have to stay on version 5007 for as long as we use the product. If we do stay on 5007, can we still get support for it? Would we still be able to purchase licenses for it? Will there be additions made to the product at that version?
Error when trying to save a purchase order
Two of our ServiceDesk users get this error when trying to save a purchase order: FAILURE :Exception while trying to add new PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,192,834,187,966. The service has been restarted several times. This error has been occurring for weeks. Please help! Carolyn
POP3
Dear All, I have running Exchange 2007 as my mail server, I need to know if ServiceDesk provides support for POP3 with Secure Password Authentication (SPA), so the authentication credentials are not passed in clear text. Thank you
General request ownership advice.
Hi all, I'm new to the software, just looking for some advice on how best to handle request ownership. The concept of owning a call from start to finish is a priority. Throughout it's life a request may be worked on by other technicians in the 2nd or 3rd line teams, but as the original call owner I - in the 1st line, am responsible for keeping the customer informed of any updates and eventually delivering the final solution. Let's say I have a request assigned to me that needs to be worked on by
Multiple Addresses for requesters/technicians
For a future update can I request the ability to have multiple email addresses associated with any given requester and/or technician?
Inventory records and Requestors
We need a feature included in SD Plus. When deleting a REQUESTOR, ServiceDesk does not first check to see if any WORKSTAIONS or ASSETS are associated with that REQUESTOR. This is causing problems with our Inventory system (as you can imagine) since a REQUESTOR is easilly deleted and any ASSETS or WORKSTATIONS assigned to that person are changed in the Inventory system as UNASSIGNED. We have written procedures in place to account for this, but we would like the software to support this "common sence"
Uprade from 6 to 7?
Hi i know this has been asked tons of times but when the heck will the upgrade package be available to go from 6 to 7 of servicedesk? Is there some sort of dev blog you have internally that we can read to see the status of the project. I've gotten so many emails from reps saying it should be available in 2 weeks...and that was 2 months ago. is it time to look else where? This is frustrating.
View Requests submitted by a department
Two questions: 1. Is there a way to setup a technician so they can only view requests submitted by a certain department(s)? 2. Is it possible to limit the viewable solutions to the ones in the self-service portal?
Problem with AD import
We�ve SD plus 7 (Build 7005) and it is integrated with Windows AD. We are also using the option �[ Allow to see all requests for the department ]� for all the requestors which were imported from AD. Now the problem here is, whenever AD import happens the above setting is not visible and we have to manually re-enable this to all the requestors. Since we have scheduled AD import and more than 5000 requestors it is not practical to enable this for each and every user after every AD import. Can you tell
Removing Quick Create
Could someone please tell me how I can remove the option for Quick Create? Using this methid bypasses some of the mandatory fields and leaves the request missing information. Regards Neil
MIBS
What MIBS are available for SD+ 7. When I do scans Dell and HP servers I get excellent results back. But when I do scans on Cisco routers and switches, and on Printers (Lanier and HP) the results are next to useless, in that all I seem to get back is IP address, and most cases, the result cannot determine the type of devices. I am using SMNP. Any help would be much appreciated.
See a ID column in list of tasks
Today, ee cannot see a ID column in list of tasks in a request as it is possible in a list of requests. It is very important to technician identify the requests and tasks that they are working.
Attached files in Task Request
It would help if technician was able to attach file in a task request.
unlike simple hostname fully qualified url invokes AD auth.
When I provide the host name as the URL to my ServiceDesk Plus, I am already authenticated to the server in our office net here as I am logged into our Act Dir, therefore I do not get an Act Dir authentication prompt. When I instead specify a fully qualified domain URL, I get an Act Dir auth prompt. Can you point me in a right direction to assure my users do NOT get an Act Dir auth prompt for fully qualified domain URLs?
Hotfix
I have question does the latest hotfix have all issues that were included in the pervious hotfix I mean if I apply hotfix 6014 Am I required to apply 6013 and 6012 or 6014 includes all issues within 6012 amd 6013
Login problem
We have a couple of users that can't login to domain any more - username or password incorrect. Enabled active directory; however, if I reset the password they can login but localy only. It was working fine in the past, just started 2-3 days ago. Version 6.0.0 built 6014 Regards, Stevo
regularly crashes
We are on build 6012 running on an MSSQL database.. Occasionally, probably once a week actually, Servicedesk will crash and will require the services to be restarted. This is something we've been dealing as we've been anticipating the release of the migration pack for v7.0.0. However, when we restarted it this morning, we received approximately 20 emails that had been sent to our helpdesk since Monday that we had not gotten at all. This is the first time this has ever happened, however it concerns
all the suddent stop working but it says it's running
Hi, my service desk plus was working for a few months until recently everytime i tried to send a email to the help desk system the application doesn't pick it up. I went into the actual program and the status told me it was running. I logged into the system and to my surprise none of the buttons work. I would click on the button but nothing happens. I can't create a new request or see any of my completed request. I've stopped and restarted the program. I've rebooted the server. What else should i
Touble Starting SD+ (screen dump attached)
Hi guyz, im really having trouble starting the servicedesk+ server after installation. I have tried starting it from command prompt and am left with connection problems which you can see from the screen dump i have attached. Any ideas to help me out? Just for information i have recently bought a new machine with Vista on it, which im trying to install SD+ on so i can restore everything from my backup file but if i cant get it to run properly there no chance. Cheers,
Inventory Problem
[URL=http://img191.imagevenue.com/img.php?image=04300_1_122_473lo.JPG][/URL][URL=http://img165.imagevenue.com/img.php?image=04305_2_122_729lo.JPG][/URL][URL=http://img169.imagevenue.com/img.php?image=04310_3_122_683lo.JPG][/URL] Hello. I�m having the following problem using AdventNet Manage Engine Service DeskPlus. I can not scan some of my computers in my active directory network. I�m sending pictures of the failure. Waiting for your support. Thanks in advance. Akis PLAGERAS System Administrator
Manually adding software license information
Hi All, I'm new to SDP, and are just finding my way around this very comprehensive software package. One of the main things I wish to do is provide for central management and recording of our software licenses, and I would like to commence manually inputing our license records (e.g. software name, license keys) into SDP. Is there a way to manually input this information into the Assets > Software > Software Licenses area? Thanks, Matt
for my own curiosity
How are you guys having your people create tabs? What features are you using? I feel that we are underulitlizing the software potential and would like to compare notes as to how everyone is using the software? For Example: When creating the tickets for help desk, we are using the problems tabs to have a dispatcher create the tickets. I wish my exchange admin would allow me to open up smtp so I could have the support tickets sent to me via email, but I can deal without that. What other features do
In Use/In Store values don't seem to be working
I am using version 7.0.0 build 7005 of the Enterprise version of Servicedesk. When I go in to the Assets tab and list the workstations I am unable to change their status. I click on 'In Store' and get the 'Assign/Associate' screen. However, when I choose 'In Use' from the dropdown and press okay nothing happens. The status stays at 'In Store' even after screen refreshes. Is this a bug? Thank you.
Mail fetching running but not fetching..
Hello, Just setting up SDP Version : 7.0.0 Build 7002. Outgoing email works fine, but nothing happening on incoming mail. Mail Server Settings has been setup to use IMAP and the Mail Fetching status shows as RUNNING yet no emails are being fetched. Anybody know what else can be checked?
Add new fields in the "Choose content variables"
I am trying to do "E-Mail requester when a request is closed" notification, however, is there any way to add new field to the "Choose content variables". In the request, there are many fields. In the "Choose content variables", there are much fewer. Can advise how to add the extra fields in the "Choose content variables"? Thanks
Mail Fetching
Hi, I'm using SDP 7 Professional edition. Mail fetching doesn't work at all. Mail Fething status is "RUNNING" but nothing happens. How can I check that it is really RUNNING beside creating some test tickets and waiting for notification mail? May be there are some latent nuances I should know about?
Rename Category, Sub-Category and Item fields in SD6+
Hi, Is there anyway to change the text field of category, Sub-Cat and Item. For our situation we'd prefer to change it to Campus, Location, & Category. This would be benefical in a mutli campused educational institute. Cheers David
Ticket creation via program control
I want to have an 3rd party event manager create a ticket in Service Desk Plus via program control. I can program the event manager to do whatever I need it to do, such as: 1) generate traps, or 2) open a ODBC connection and perform sql commands, or 3) use any available Service Desk plus perl or other API to create ticket. But, I don't want to use email since i want to avoid problems of email service delays or failures. Is there an API document on ways 3rd party programs can automatically create
Merging doesnt work
ServiceDesk Plus has stoped merging mails. And i do have #id# on every mail i send and receive. Anyone who can help me?
Oracle version not in Inventory
Hi When you scan a workstation, the oracle client version installed is not reported in the Asset tab of service desk 7. Can the discovery be adapted to discover Oracle installation and version as well?
Requester/technicians showing user id instead of full name
After upgrading to 7004 my requesters and technicians are showing as their user ids instead of their full name. For example: The user "Michael Jordan" is showing up as mjordan. This product is plagued with issues. Every "upgrade" breaks more than it fixes. It is unbelievably frustrating. Dont get me started on the phone support!
MySQL Version
We'd like to upgrade the MySQL Database to Version 5.x so that we can creeate and use VIEWs. Is this advisable? Are there conflicts to be expected with the ServiceDesk Plus application? Is there already an upgrade path?
Genral Failure on every PC scan ...was able to scan before
A few days ago everything was working fine and there has been no changes, but now everytime I do a manual scan of a workstation, I get a "General failure while performing the operation" message. I get this message with every workstation I scan. This started happening yesterday. Has anyone had this happen to them and is there a solution?
Upgrade to 6014 - observations
I upgraded our production server from build 6010 to 6014 (using MySQL) a couple mights ago, and it appears to have completed successfully with no major hiccups, other than a couple techs experiencing some errors that disappeared after clearing their browser cache. Just wanted to offer a note of appreciation and to show others here that not all upgrades end in catastrophe. The one curious thing I did run into though, was that after shutting down SDP and starting the upgrade process, the SDP service
Requester as approver
Hi, everyone. Is it possible to assign SDApprovePO to requester ? Or is it possible to create such role for technician to recieve such interface like Self Service Portal plus POs? For example I whant business manager (not part of IT) to be possible to approve PO directly from Self Service portal. I have no Account managers logged as technician possible to request approval from business. Right now I have to print this PO and than take a signature from manager and after that approve request manually
Signature on outgoing emails
Is it possible or would it be possible to include in a future release the ability to add a technician signature email to replys to job requests? As a technician if i email a client from outlook i include a signature with my contact details on it. but i have not found a way to include this information in Servicedesk when i am emailing a client about a job. The only way i can see this happening at the moment is if i copy and paste one from a text file or something. it would be much better if i could
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