SD service won't start
HELP! I just bought SD7 (no upgrade) and when I went to customize it this morning it would not open. I checked the service and it was stopped. I started it only to have it stop about 5-15 seconds later. I cannot get in. Please help! Thanks in advance!
additional fields on engineer transactions
Hi guys is there a way we can modify the trans log (used when the techs are putting in transactions or time spent) working on a matter? At the moment the form is reasonably basic and I can't see how it can be easily changed? Any feedback apprec Cheers
Mutiple incoming emails
Hi there. I have a dilemma. I have a helpdesk team that is divided into 2 and has 2 email inboxes. I have forwarded each onto a third mailbox which is where SD6+ gets its mail from. I have then created a rule in SD6+ for each SMTP address to identify the email incoming and assign it to the appropriate queue. Unfortunately SD6+ gets the address name from the third mailbox primary SMTP only and disregards the original forwarding mailbox. I have gotten around this by ensuring the third mailbox has no
Deleting Backup Files
I just ran a backup and when I attempt to delete the backup file I get a pop-up window that says: "Please select backup file". I have both of the check boxes check (I have tried it with just the one as well) and I continue to get this message. Is this a bug? How else am I supposed to delete backup files?
Changing Prompts
Is there a way to change the prompt on the request screen. In our case we would like to make the Group field mandatory. However, the default prompt says "No, just select Technician" - a field that our users cannot see. We would like for this to read "Select support group.." or something like that. Any assistance would be appreciated.
Log files
Hi guys, The log files located in C:\AdventNet\ME\ServiceDesk\server\default\log take an awfull amount of disk space, aproximately 6GB. Can I delete some of the older log files named "localhost_access_log.xxxx-xx-xx.log" without affecting the performance and stability of the service? Thanks
Reset the request ID
I want to reset the request ID in the ServiceDesk version 5.5. I can to see the database with MySql but, there are many tables, and i find the Wordorder, but I can't to update the number of ID at request. Roney.
Version 7 licensing
How is our current licensing going to handle Version 7? Looks like the licensing schema has changed from what it has been in the past? We are excited about all the new changes that were made but concerned what will actually work when we upgrade. No one from AdventNet has given details about this issue from what I can tell.
Invalid License File
Hi, I have run 6003 for a couple of days. Today it suddenly stopped and when I try to start it it says, Invalid License File. My license is valid until 2008. Whats wrong and how do I fix this? Regards Boru
My Tasks keep growing, at My View page, even when closed.
At the My View page, the My Tasks keep on growing and goes out of the space reserved for them. I've attatched a printscreen with it. Is this ok? Do we need to delete the tasks? We don't want to delete the tasks because of history and traceability. Thanks
Change requests(adjust status)
Hi, When requester create a Change he has also to fill in the status of request. Is it not better to hide this for requester, looks to me that he must have no access to this(not sox complied). Is it possible that just like Incidents you can adjust request screen? Regards, Jelte
Cannot delete SLA
We created our own SLA and wanted to delete the default ones. I got the error message for Normal SLA (other SLA deleted fine). FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,187,104,263,231. Please help. I am using Version 6.
Custom reports and PM Tasks
Hi guys, Starting from 01 August 2007 the custom reports and PM Tasks that are scheduled don't generate anymore. I am using SDP 6008. Thanks.
Mail conversation problem in SD v7 ?
Hi ! Something strange happens when I do �conversations� by mail on a request in SD v7. The user mails in a problem and a request is created and everything looks fine. I reply to the user with the �reply� button that you can find in the request. Now the user replies back to me from his mail client and it adds as it should to the correct request (request id). Now is when the problem starts. I now press the reply button that is under the requesters last reply and send the reply. Now the requester gets
Remove Admin account from Tech list
Can I remove the Administrator account from our technician list? Is there a reason that the Admin account is placed as a technician by default? I would like to free up a tech license. I am using 6008. Thanks
How many Business Rules can be created?
Hello all, i've just installed SD 7 (build 7001) and i want to create a few hundred business rules. Is there a limit? Thanks in advanced, Marcio
Troubleshooting DCOM Error while scanning
"Either access denied for the user or the remote DCOM option might be disabled in the workstation." This error will occur if the login credentials provided for scanning is invalid or the Remote DCOM is not properly configured in the target workstation. Given below is the procedure to troubleshoot the above mentioned error: Step 1: For Windos workstations "Windows Domain Scan" mode will be more efficient than "Network Scan" mode. Configure the login credentials for the Domain/Workgroup to which the
HTML Title
Is there anyway to change the HTML Title of the pages to a more customize branding. Right now all show AdventNet ManageEngine ServiceDesk Plus at the top when I am logged in or a requestor is. We have changed all the logos but would like to go more customized in the branding area. Thanks in advance!
Due dates Duplicates
I am tring to use service desk So far it seems excellent! the main problem I am hitting is when I create a ticket I do not have an option to set the due date so after the ticket is created, I edit the due date. Then the system makes TWO tickets one with the original due date and one with the new due date! How do I stop this?
v7 Due Dates
Hello, What drives the due dates? In other words is there a way to adjust the defaults? Also is it possible to add the due date field to the request form?
Due dates Duplicates
I am tring to use service desk So far it seems excellent! the main problem I am hitting is when I create a ticket I do not have an option to set the due date so after the ticket is created, I edit the due date. Then the system makes TWO tickets one with the original due date and one with the new due date! How do I stop this?
SD+ and Novell ZenWorks Asset Manager (ZAM)
Hi, Just wondering if anyone else uses ZenWorks Asset Manager (ZAM) and SD+ and has some sort of integration happening from ZAM to SD+ Assets/Workstations. This is the next step for my organisation having committed to purchase SD+ from our local distributer, Bellridge P/L. SD+ offers many benefits for our organisation providing we can integrate it into our environment. We have IT consultants who are expert in integrating Novell products to SQL compliant systems and other products however if it has
update from 6008
can i or should i update from 6008 to 6011? the download page for the servicepack isn't clear about whether 6008 can be updated with the latest ppm file. Customers using builds 6000 to 6007 can install this Hotfix Migrate from Build 6000, 6001, ..., 6010 to Build 6011 from manageengine.adventnet.com/products/service-desk/service-packs.html ?????
Upgrade to ver 7... how?
Can I just install a ver. 7.0 trial on top of my 6.0 license? or? ... How should I proceed?
New Pricing
What has happened to the pricing scheme here? To get the same features in SDPlus7 as version 5, you now have to fork out 1.5k?
Change managment tab is missing
after install Change management was there but now it has seemed to have disappeared
FAILURE :Error while adding the Vendor Details
Good Day, I recieve the following error when trying to Add an Asset Vendor FAILURE :Error while adding the Vendor Details. Please report the problem to the system administrator, with the Error Code - 1,187,076,586,609. The system log viewer doesn't show anything so I have attached the support logs. unfortunately the server is currently on the local network and is not available to be checked from the internet. regards Warren
Survey e-mail template
Hi! I want send RequestID in survey subject. Which variables can I use in survey e-mail? Thanks
REQUEST: Changing PRODUCT name Associated with an ASSET Item
REQUEST: Within the Asset Inventory on a specific ITEM. Need to be able to change the PRODUCT that an Asset ITEM is associated. ISSUE: Currently if you have ITEMS associated with a PRODUCT and the PRODUCT name is not correct you have to delete the ITEMS and then recreate the ITEMS and then assign them to the correct PRODUCT. Also, you may have multiple ITEM that were once associated with a product, but only some need to be associated with a new PRODUCT name. Sometimes just renaming the PRODUCT name
Need report with Software installation Dates in it
Hello I am a new user and love this product. I need to a report that shows all of my workstations and all of the software and hotfixes and updates installed but with the installation date for that software. Thanks Billy
Where can I download version 6?
Where can I download the install for version 6? I have a "somewhat" working version of 6 and since the upgrade to 7 won't be available for awhile, I want to backup my current install and re-install as I seem to be getting some errors in my event log due to ServiceDesk and wrapper and a couple of things I was hoping a fresh install would fix but of course I didn't keep the original file used to install SD+ 6 Chris
Request Type not showing in Requestor or Technician views
Hi, In SD+ 7.0 Professional trial version, although the Request Type (Incident, Request for Information, Service Request) can be set in the Request Form Customiser, it doesn't show up on the request form views for selection at all. This will be important as it may determine who deals with the request and for if we look at upgrading to the Enterprise version at a later stage. Cheers, Wayde
HTTP Status 500 - type Exception report
Some times when I try to recive a PO I get the following error. Can you advise please HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821)
unable to add license file as I can't click on 'license'
I am unable to add my license file as I can't click on 'License'. I am also unable to click on anything else in the top list. This is installed on a DC - are there any permission issues stopping me. Regards Neil
Unable to scan domain after installing latest v7 patch
After installing the latest service pack for Version 7 I am unable to scan the domain, click on any of the top icons, and a few more things. I have also installed Micrososft updates and possibly the WSUS 3.0 update (as the server is also a WSUS server) has caused Version 7 to go wrong. Any ideas I now can't run anything? Regards Neil
Self create a requestor?
I have not seen any posts about this, so here goes. Is it possible for a new requestor to create their own user/password if they do not exist in the requestor table? The reason I ask is that we are in a mixed AD environment that we can only query 1 of the AD domains. We do have users of the other domain that will need access to create tickets for us, but the quantity will be large enough to make it a huge headache to have to create requestors for each individual in our organization.
Skinning/Asthetic Changes
Hello, We have purchased this software to assist us with Call logging etc for our clients. I have been asked whether SD could be customised by: Request Layout - Moving "Notes" to top etc.. Custom Logo dependant on which company logs on to the system color scheme changes - Corporate Identity... are any of these possible..? thank you Warren
Removing unneeded requesters
Hi, When first setting up SDP, I imported a lot of requesters (students) that do not use the system. The common trait is none of these requesters have an e-mail address. Is there some automated way I can remove everyone without an e-mail address from the database? It's around 5000 users so there's no practical way to do it manually. Thanks much, Endaar
Creating SLA's
Hi All, I'm after some advice on creating SLA's. I would like to have a number of them such, A response SLA which notifies the tech of a new request and alerts me if its not asigned within a set period of time then escalte at set interval after that. Then a resolution SLA that fires when the request is not resolved after a set period of time. Then specifc rules on special items I can handle I think. I cant seem to work out how to do the first two! must admit to only just having installed it mind!
v7 Bug minor
When in Helpdesk - Request Form Customizer, if you clear all the check boxes for "Level" it is still shown on the tech's request form.
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