migration to new domain name
Hello we will be migrating to a new domain name. What do I need to do or prepare for this change with respect to Service Desk database? thanks.
Fields in Different Templates
I have some users that need more options when placing requests. For example, if the office manager needs me to create a new user, I need to know what department, if I need to build a laptop, what department they will be in, when they will start, etc. Is there a way to create a new request template that shows fields that are not on other request templates?
Multiple Organizations
I'm wondering if there is a way to essentially have dual organizations within a single organizational instance? I.E. - can I have 2 departments using Service Desk and all it's corresponding features, but be totally blind to each other? That is, without having a second Service Desk install/server? I've tried tinkering with Roles/Departments/Groups and I can't model it to act as a complete system and hidden from the other. If someone could let me know, I'd appreciate it. If you need clarification,
Export Tickets
I want to know if i can export tickets created in Service desk (trial) so i can import them to Support Centre?? Any help would be great Thanks in Advance
Alerts based on Priority or by user (couple questions)
Hello I'm wondering if it's possible to have email/text alerts based on the Priority Level of the ticket request. . Also is it possible to have alerts based on the user (high level executives) that submits a ticket? Along the same lines, I'm wondering how to handle a secretary submitting a ticket "on behalf of" an executive. I doubt our executives will take the time to submit a request, but we will want their secretaries to do it. But the owner of the ticket will get the updates and not the person
Mix up in uploading hotfix patch...
Hi Users, In a terrible mixup, when uploading the hotfix for 6.x version, the full build for 7.x version (7001 build) also got replaced with build 6012 (.EXE and .BIN). Since it is 6.x version, while installing, it will install as Professional edition (and cannot be installed as Enterprise edition). Also it will not contain the features available in 7.0 version. For those who have downloaded the installation .exe / .bin file for ServiceDesk Plus 7.0 between September 5th and September 7th, we request
SD 7 Download Actually SD 6?
I've tried downloading SD 7 multiple times from adventnet onto separate servers. First off, the site says the installer is 36 MB, but the file I get is 33.1. Then I install it and the EULA says it is SD 7 but when I start it it claims to be 6012. Any ideas? David.
use e-mail to communicate
In the list of features for ServiceDesk Plus, it is stated that: >>>>> Technician Notes Technicians can add notes to the request to add related information like action taken. <<<<< I understand that it is possible for users to create Requests by e-mail, and the HelpDesk can also send replies/resolutions by e-mail. Is it also possible to technicians to work on Requests entirely by e-mail? We have a large number of part-time consultants who would act as Technicians, who would be hesitant to learn a
Business Rule based on day of week
I need to create a business rule based on day of the week. So if a call gets in on wednesday assign it to Technician A, on thursday Technician B Is this possible?
sd6 cann't import user from AD which OU named with Unicode
sd6(build 6011) cann't import user from AD which OU named with Unicode(UTF-8).Cannot find any account. any suggestion?
SMS failure
After activating SD from the trial version the SMS feature quit working. Was originally setup to send an SMS to the head of the department and the main helpdesk person. I have verified, and reset the options on this feature a couple of times now and still messages are not sent when tickets are created. I know this is kind of an odd problem but any insight would be appreciated.
sd6 won't start - restore from a scheduled backup?
i found a folder with scheduled backup files, how do you restore back to one of those files?
Unable to configure notifications on task creations
Can some one please assist or confirm if this is a bug. I am unable to configure serviceDesk to send notifications when a task is created. The option is there but it doesnt seem to be sticking. For some reason, it will not save the configuration but that seem to be the only issue. Please assist.
Custom Columns Cause Screen Corruption V7
Hi all I have added a couple of custom fields to the Changes view. I tried to sort on them by clicking the header and now my screen view has become corrupted. It is only for my userid. Other userid's are fine in the same screen. How dow I remove any setting associated with my profile? Thanks in advance
How to delete personalised settings
Hi all I personalised the Changes view screen by adding a couple of udf's and making them visible. When I tried to sort by them they corrupted my screen view and now I cannot see any listed changes. How can I delete any personalised seeting which apply to my userid?
Asset and workstation inventory
Hi, does rel. 7 have a more robust tool for hardware inventory ? Is it agent based or still relying on the rel.6 engine ? We faced a lot of problems with it (also due to our wide area network structure) that would be solved with a software agent collecting data locally, and consolidating to the SDP server. It's the last kink we need to iron before implementing SDP as a group-wide tool for IT management. Thanks
Request Column Sort Ability on Product Screen
ServiceDesk Support, There needs to the ability to 1) click and sort on the column heading(s) in both PRODUCT and PRODUCT TYPE screens, or 2) the ability to apply a pull-down filter so only part of the list is displayed. Currently there is no ability to sort these columns on-the-fly while viewing the list or to view the list in a logical common group. Can you please add this ability to the next ServicePack release. Thanks, --pete
SD6 + TO SD7 + Upgrade
Hi guys, Sorry to be a pest but do we have a release date for the upgrade package? I read on another post that it may be mid to late Sept? Any info is appreciated. Oisin
Licence renewal
after and upgrade from version 6000 to 6011 there is a message coming up on the main screen saying that our license will expire in 24 days.. Do we require a new license for version 6011?
moving SD+ and OpManager from Debian to xp pro server ...
We are moving away from the Debian server and into Win XP pro in order to take advantage of the scanning and interoperability of these progs. The windows based OpManager and SD+ don't recognize our license files. Can you send us new license files for Windows please ... ?
SD7 Download
When downloading off the SD site it doesnt download SD7 it downloads SD6012 can you provide the link to SD7 so we can test before the upgrade comes out. Thanks Brett
Sending e-mail to technicians
Hi everyone, can somebody tell me if V7 can send e-mail to technicians if a request is assign to him. I have tried but it does'nt work for me. thanks in advance. Blertin
Restore windows backup file to linux (6008)
I'm currently working with support on this one but they seem to be very busy so I thought I'd try here as well as my problem is getting quite urgent. Had to get a new laptop (old one ran SDP 6008 on XP). It's running Vista Ultimate. SDP cannot work on Vista, this has been confirmed by support. So, I installed VMWare Player running FC7. SDP installs and runs beautifully in VMWare and is accessible from Vista's web browsers. Sweet, or so I thought. I cannot restore a Windows backup file to a Linux
Cannot login after restore the database
Hi, After restore of the database, the Services Desk not allow me to login. All the User ID and password that I know have been tried. But it still said "Username and Password is incorrect" Could anyone guide me to fix this issue? Many thanks in advance. Regards, Carmel Lee
Assets State and Assignment
Hi All, I know the issue with asset state going back to in store on scan is known (it is in the AE forum) but I wanted to put it here for other people who may search. Does this also affect the assignment of the workstations? Even though i have assigned users to the assets, the asset page still shows unassigned. i have auto assigned and even reinstalled the software. Cheers John
reports midweek to midweek
Hello, Our company reporting week runs Thurs-Weds - I haven't found a way to automate report generation because 'last week' will report from Mon-Fri. Is there a way to change this without having to manually set the dates for each report every week? Also - I need to generate seperate reports by 'group'- but the group option is not available through the filter - why is that and can this be done? Running SD 5.5 Thanks
SD+ 7 Evaluation Copy
I just downloaded and installed SD+ 7 to test and I'm having a few problems with it. 1. When I try and edit a workstation I get the following error. FAILURE :Database exception while updating the Workstation. Please report the problem to the system administrator, with the Error Code - 1,188,577,511,875. 2. Under Relationships - how do you remove one, such as a user. Another Issue here is if the User has a Dept. along with them the dept. shows up not the user in the Used By field. 3. I can't seem
update request problem
I use SDP 7 with build number 7001. When I want to edit a request and update some fields there is a prompt window "processing. Please wait" which appears. This windows stay here and no modification are available. So it's impossible to modify a request. Do you have some explanations or I need make some modifications??
Service Desk Plus Serice Fails
The service for Service Desk Plus Fails after running for a while. Randomly fails. I have set it up to automatically restart the service upon failure, but when this happens it keeps failing. The only thing i have been able to do to get it running again is to reboot the server. It might run for serveral days before giving more of the same issues. I have looked in the event logs and all that is there is everts that say "The ManageEngine ServiceDesk Plus service terminated unexpectedly." That is it...
CC people in requests
we need the ability to CC people in requests sent through service desk
Request list after 1st month of usage.
1. Work-flow - A child request system would be best. The task system is too limited. 2. The ability to make work-flow templates. 3. Make "Product/Category not for further usage" available at all times. Not only after a delete. 4. Previous and next buttons on the bottom of views. When I am looking at 500 records I don't want to scroll back up to hit next. 5. Make the width of the showRequester() pop-up relative to the column selected for that view. Right now I on get "All - R" before I have to scroll
Software Type
currently there are only 4 options that you can choose, managed, unidentified, exculeded and prohibited, what i would like to see is this to be customizable as we have software that is managed by 3rd party's so i would like to be able to allocate software to these people. many thanks ryan
Error when closing a task
I am using build 6011 of ServiceDesk. When technician wants to close a task that is assigned to him following error appears:
RE: in depth probe configuration questions
hi everyone i have setup the manage engine service desk and manage engine op manager now my understanding is that you you need a probe software on another computer to probe that network my op manager central can see that probe and the probe has found the pc's on my network but it cant get information off those pc's it keeps coming up with nat user or nat port is wrong. HELP!. have no idea how to setup these features in the probe settings can i put any nat name and password were do i setup nat setting
Printer Cartridges
G'day All, We've had SDP for about two months now, and we're starting to get inventories up and running. But I just wanted to ask if anyone had put printer consumables into SDP, and if so, how do you go about administering the constant incoming and outgoing consumables? In my thinking, we'd put all our current stock in as individual assets, with names like C4096A - 001 (HP LaserJet 2100/2200 black Toner), then when someone needs a new toner, we would allocate an asset to the department or individual.
Notify Technician via SMS and calculate the costs,
Pls support us with 02 issues: 1. Pls show us how to set-up SMS gateway with SD+ 7.0 Enterprise edition. After installed, as my understanding is that SD+ can send SMS to technician based on Notification Rules then he will receive the message on his Mobile Phone. Can he reply the SMS to SD+ Server (2 ways communication) to, for example, close the request? 2. Pls show me the calculation formular of costs of technician, that SD+ use for. Is there anyway to calculate the actual costs, from the time that
Possiable to run SD+ and OM on same system
Hello Support, We installed SD+ and OM on the same machine, but whne I try and have OM talk to SD+ I get this message: Unable to fetch values from ServiceDesk Plus, The server might not be running or the network traffic may be too high Has anyone been able to get them to both run on the same system? Thanks Michael
Schedule AD import
When i activate the Schedule AD import option, at what time (hour) does it start? Is there a way to define a hour?
HTML Generated Reports
we are using sd7 7001 and when we generate a html report the image file comes without an extension and does not show up on the page. For eg: report 40_30_20.html generates an image called 40_30_20 and should be 40_30_20.jpg.
regarding the backup of servicedesk+
Hello, We purchased the ServiceDesk+ 6 a few weeks ago and so far we are pretty happy about it. I setup a task to run backupdata.bat daily. Besides this, do I need to backup other stuff, like the database separately, or this backup is enough? Thank you.
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