Department heads to see all requests for their department
The subject title pretty much sums it up. Not able to do anything but just see the status and information. Thanks Darren
blank page
one thing we have noticed latly is, when i log on to the service desk first thing in the morning, i load the page and it says done but the page is blank, i have to log onto the server and restart for it to be ok again, any advice would be appreciated. many thanks ryan
Business Rules not always working (depending on address)
Hello, I have some business rules setup to assign emails to a particular group or technician based on which email address it was sent to. I've found out that any email address with the word "support" in it will circumvent the business rule and simply leave the message unassigned. Is this a glitch and is there any way to work around this? Thanks for your help! Greg.
How to Identify NON-PC hardware?
Hello, is there a way to identify NON-PC devices (like ThinClient, routers and similar things) within our network. Those are currently listed as �Not-Assigned�. Kind regards Wolfgang
Global View and Lost Connection
2 Issues: 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. We are running SD+ Version 5.5.0 Service Pack 5502 Thanks
Connection to RPC server in the workstation failed
Ok, I use to be able to scan computers on our network without a problem...now I cannot do this any longer. The error message is: "Connection to RPC server in the workstation failed" I've seen other posts on here about this and it seems no one has a solution...but I'm positive that there has to be one, so I'm trying it again. I'm running our SD+ on a Windows Server 2003 R2 SP1 and I know there are some issues with this platform on the SD side that are being worked on, but it's regarding another issue.
Filter Requesters
Is there a way currently (or in the upcoming Sept. release) to filter requesters within the admin account? We currently have two requesters whose resolutions cannot be completed within the next couple of months due to hardware and software upgrades that need completed first. Currently about 80% of our request list is comprised of these two requesters and we find ourselves needing to sift through a very long list to find the requests than demand our immediate attention. If there was a way to create
Newbie User - Old Import Query - Possibly
I have just bought the SD+ ( amongst other adventnet Product ) ... It is brill. I have gone through the forums to see if there were possibilities around importing request details from an older other OEM helpdesk. I read in a post from last may that such a feature was due q4 2006. Any update? DOLO
Global View - Lost Connection - Cant Start Service
3 Issues: Running SD+ 5.5.0 Build 5502 1) Global View - graphs show up for all "Last Month," "This Month," and "Last Week," but do not show up for "This Week." It either shows a blank box or the last selected view and will not change to "this week." 2) Lately, at random times, the connection will be lost to SD+. When trying to access it, IE or Firefox will time out or display a blank screen. The only way to regain access is to shut down the services and restart them. Then: Migrated to 5506 3) Cannot
setup scan over internet
I want to scan my workstations which location in serval locations. They are setup as workgroup and connect to internet by DSL. How can I setup the SD+ to show those workstations?
new W.S. config: status "location" field
Hi all, in the admin module of SD+ I have added all our company's locations. However when I try to add a new workstation, the location field (under general info) is NOT a <PULL DOWN> box filled with those locations be a free form where anything can be added. Isn't this inconsistent, will I not get all kinds of different locations besides my default locations added under <admin>. How will this be stored in the database and will this not result in discrepancies when generating reports for locations,
Hotfix released
Hi All, Here comes another update to 5.5 version. The latest build version of SD+ is 5507. You can download the same from here: manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-20_0.ppm Issues fixed in Hotfix- Build 5507: * 'This week' graph in global view not displayed properly has been fixed. Instructions to apply this hotfix: 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh for Linux) in the <ServiceDesk_Plus_Home>/bin
new request: attach "asset" instead of "works
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
delete location: data integrity?
Hi, we were wondering what would happen to SD+ if we delete a "location" which has active requests. For example we could delete the default "India" location without any trouble or warning related to the database integrity. Will there be consistency when I delete a location that has assigned tickets and what will the location of those tickets be? thanks, stefan.
scann in progress all the time - Databas maintanance
Hi all, It seems that windows domain scanning get crazy. It's running all the time. But in inventory is nothing new. We have also noticed that HelpDesk is very slow with responding when you want to reply on some helprequest for example. We just wondering can we do some database maintainance to re-organise database. Is it possible to get username and password for mysql database. Please respond! BR /Meli
Notification Rules: Additional
We would like to add a new Requester Notification - Send a notification to the Requestor when a technician has been assigned to their ticket - include technician information. Is that on your roadmap? Thanks
Forwarding a request generates new request
I just discovered a problem with the request forwarding feature. When I forward a request to a person other than the one that created the request, and that person replies back, it creates a new request instead of just adding to the conversation on the existing request. Oddly, the reply feature doesn't have this problem. The problem was previously described in the following post on this message board: forums.adventnet.com/viewtopic.php?t=10304 Currently we are using the merge request feature to handle
Security right's
hi would it be possible to have a section where we can allocate security rights so we can hide tabs for example, our development depart needs access to the reports tab but doesnt need acces to the inventory items the only way they get access is to ad them as an admin and this is not practical, can you let me know if youhave any plans for this, many thanks ryan
Restore Issue
I'm trying to restore a backup from October 18th. It's saying that the data/system desk versions are different so we can't restore the backup. I've tried uninstalling the last few service packs so i can restore the data to the correct version of service desk however the uninstall feature doesn't work! Is there anyway I can upgrade the data to SP19 as i need to restore this data.
Running SD on server with multiple IP's
I would like to run Service Desk on a server that currently has multiple websites and I would not like to use an alternate port (i.e I would like to use port80). Typically I would simply create an additional IP on the server and bind the website / Web server to that IP. The configuration of Service Desk to use this is eluding me. I have seen another post related to this request / problem but it was last changed in 2005. Is it yet possible to bind the server to an IP other than the default IP of the
Content Variables
Is there a feature yet that lets you edit content variables, or is it already somewhere in the adventnet folder in some XML file that I can edit properties. I need to change the link that "Click for details" brings you to. Thank you in advance
new request: "asset" instead of "workstation&
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
Assigning workstations to requesters and departments
Hello, Can someone tell me how I can assign both a department and a requester to a workstation so that I can do reports for each department? Many thanks.
Blackberry
hi is there anyway we can use our blackberries to get to service desk, i have tried but it does not show the page.
SLA Escalation
Hi, I'm currently using, Version : 5.5.0 Build Number : 5506. My problem is having to do with SLA Level of Escalation. I have 15 different types of SLA Rules and enabled three levels of escalation in them. I have the Resolution Time set for 20 minutes. After the resolution time elapses, it escalates to level 1. That person receives a Request Overdue E-mail. (Great! looks good) After 20 minutes in level 1, it's suppose to escalates to level 2. Unfortunately, from that point on I never receive a level
tax rate rounding errors in edit PO
Dear SD+ team, when I edit an existing PO, I sometimes get strange values for the tax rate (5.999985542784122, see attached), as well as sometimes for Sales Tax and Total Cost. The final PO is fine again.
Using SSL e-mail checking with ServiceDesk Plus
I'm trying out ServiceDesk Plus and would like to set up the interface to download e-mails and make tickets out of them, but the mail server here uses SSL and this seems to only support POP and IMAP. Is it possible to get this to work?
Crashes
ServiceDesk has crashed numerous times lately, mostly random. Here is a piece of the log file. [09:42:33:695]|[10-24-2006]|[com.adventnet.servicedesk.helpdesk.sla.util.SLAEscalation]|[SEVERE]|[23]|: Exception while trying to get the unpicked requests.|com.adventnet.persistence.DataAccessException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Workstation Affiliation
I have what appear to be two choicees in 5.5.0.5501 Either show all assets to which any requestor can choose or lcok it down and only show what computer is assigned to them. Each department in my company has a laptop available for thier staff to travel with. Since I can only assign either one user or one department there appears to be no way to make the association. I wnt the requestor to tell me which computer they are having a problem with and not to have to scroll down a monster list. Along these
Improvement request - multiple notifications, CC
Since SD+ has an email entry component, we'd like to see some address parsing for people who get cc'ed so that notifications sent out as a result of some actions on the ticket (or status updates) gets sent to all of the other folks as well. Additionally, we'd like to be able to take any such addresses that are seen in a ticket which is merged to another get appended onto the merged ticket list of addresses/notifications. Justin
SDP and Crystal Reports Integration
I'm using ServiceDesk Plus 5.5 (build 5506) and Crystal Reports v.11. I can access ServiceDesk Plus database from Crystal Reports, but some column data values is displayed as '???' characters. These values are non-English (cyrillic) characters. Is there any encoding settings or something else in Crystal Reports for fixing this problem? Any suggestions will be very much appreciated. Thanks.
Make shipping taxable
I am unable to use the auto tax calculation on purchase orders. It is not adding shipping to the product subtotal before calculating tax. Can an option be added to make shipping taxable?
email note after its been created
I noticed that you can email a note while its being created but not after it's been created. Could you make it so you can select a note and email the note after its been created :?:
Custom report - Completed date > Due by Date
Hi I have hit a snag when trying to generate a report of a certain type. When trying to ascertain wether a JOb has been completed after a due by date I find I cannot filter the report that way I select the coloumn "completed time" in the advanced filtering Criteria = "greater than" I am then presented with the VERY unhelpfull option of choosing a date. I simply want that last field to be "Duebydate" This must be a common request for managers as they will want to see how many requests have been completed
Re-assigning categories
Is there a way to quickly re-assign a ticket to a new category, other than editing the entire ticket? I would like for a helpdesk administrator to be able to categorize incoming tickets, and let the business logic take over from that point onwards.
Server shutdown/start for service pack
I am applying a hotfix for the first time and want to make sure that I am following instructions correctly. The instructions indicate to first shutdown the server before applying service pack and to start the server afterwards. However, the instructions to do so are not given. Previous hotfixes indicated to simply stop the ManageEngine Service Desk Plus service before applying SP. There are various batch files in the bin folder that look like they would do the trick, but I would like to be given
scanning workstations
what i would love is if you could, pull in the office and xp product codes during the scan, this would be greatly appreciated as we use oem copies of windows and office and this is a great way of making sure while during a random audit, i currently have to input this information manually, any help would be great thanks ryan
PO Approval status lost when Items are received
Dear SD+ team, I like the general workflow for Purchase Orders. However, once a PO is received, the status changes to "closed" and the previous approval status, approver name, approval date & comment are lost. Can this information be retained and made available?
Scan remote computers that are not on your LAN /WAN for Asse
Is there a way to scan remote computers for asset info and software that are not on your LAN |WAN the only access to these computers are dialin. I wasn't sure if this was possable with this software.
What folder/Files do I need to backup for ServiceDesk?
I want to backup ServiceDesk using Veritas BE, what folders/Files/db would I have to backup. Also Are there procedures to restore these folders/Files/db.? THANKS
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