Business Rules not saving properly
Hello I am creating a Business Rule to assign specific emails to a certain group and assign it to a category. I define a rule and set it to "title" and "contain" certain words then configure specific "actions". Everything appears normal. I then save it and test it. It does not work. I then go back to the Business rule settings and the criteria is now set to "Title Ends With" instead of "Contains" as I had previously set to. I have tried this three or four times with the same result. Has anyone experienced
Custom Inventory Report
I need a report query that will generate a list of all workstations and assets grouped by the department they belong to. This way when we are on site doing our end of year inventory, I can look at the report and verify that everything is there.
Workstations are assets
Hi, I'd like to add all my scanned workstations into our asset list (they are assets, after all) but it isn't obvious how to do this - can anybody help out with this? Thanks Martijn
Page not showing correctly
Hi I just installed a trial of ServiceDesk to evaluate before bying ! I installed it on a computer on the network. When I access the ServiceDesk from another computer in the network :http://COMPUTERXX:8080 and login then the page is not displayed correctly. The fonts are different! And each time I click on a link I'm redirected to the login page !! See attached picture ! Peter
Survey Email
Is it possible to customize the survey email? I could not find the template to edit. Is it just me being stupid? Andrew
Internet Explorer crashes
Im testing the free version, but it crashes IE on some machines. Not all. I have tried to install the newest version of Internet Explorer but it still crashes. Why?
Unable to import AD Users
Had a look through the forum but haven't found exactly the problem I'm having. When I try to import requesters from Active Directory I get an error a message "Added users 0; Failed users 29" (Currently only 29 users in our domain as it's currently being built). No entries in system log. Any suggestions on what to try next? Richard
Please help me to generate a query (With Screenshot)
Hi, Please consider this screenshot document. I just want a simple report which shows �Request id�; �Request Title� ; Request Date/time�; "Request Mode"; �Request Status change Date/Time�; �Request Completed Date/Time�; �Request Status� and �Technician Name� . And this report is filter by �Technician Name� Please send me a query for generating this kind of report. Regards, Trisha
Change local admin password
Anyone knows how to change the local admin password Thank you :oops:
Custom Inventory rpt
When I create a new report using Inventory, many machines show up 2 times even though they are only listed once in the inventory view. Bill Russell Crescent
Problems with links in mails from ServiceDesk
Hi, We have after the update from SD5 to SD5.5 some problems with the links that are send to requesters. The links refer to outbind:// addresses instead of the server. Is this a known issue? Thanks
Auto login
Hi, Will it be foreseen to have an auto login system. We are in an AD domain and we would like to add the link to the requester page to our intranet. Unfortunately, as the client needs to type their login and password, the are lazy and rather call us up. Could you try implementing auto login via the login name. It would alot simpler for them to just click and have their user logged in. Thanks
Escalation based on technician
I am just starting up configuring SD Plus. At first glance it looks as if SLA's cannot be configure to escalate based on which technician has been assigned the request. It appears that it can be done based on category, requester, etc., but not technician. Am I missing something?
Novell groupwise authentication
I have setup an email account for service desk call techsupport. it can send mail but it will not receive mail. we are running Novell Groupwise 7.0 on a novell server. Has anybody else had success with this?
Editing notes
Currently there doesnt seem to be a way to edit notes added to requests in SD+. Is this going to change at any time? Our biggest problem (which may seem quite minor) is notes being added by technicians to requests with spelling errors. It doesnt look too good to requesters.
Alternate port is messed up
I'm running SD+ 5500 with on an alternate port since my port 80 is taken. I have a web forwarder from support.mydomain.com that resolves to mail.mydomain.com:8888. Is seems to be working fine. My issue is that if a "new" user emails the helpdesk they will receive a message "Your self-service login details for HelpDesk application" at the bottom there is a link to "The application can be connected at http://support.mydomain.com" when the user clicks on it an error "HTTP Status 404 - /http://support.mydomain.com".
How to keep the history
Hi How we can keep history about machines regarding inventory and requests if our PCs has their Windows network names changed when goes to a different user. Example: PC1 has the following name Sales-Peter, but Peter left the company and we renamed it to Sales-Carl, a new employee. How we could deal with this in SD+ without lost tracking about it? Best regards, F�bio.
Cannot restore data
Have patched SD+ from 5501 to the newest version (5504 i think). Have tried to restore the data to SD+ using <servicedesk>\bin\restoredata.bat but during the restore a message pops up saying "data cannot be restored. data is not compatible with this installation of SD+"
4 requests missing from list, but still show up in reports
Problem Description: 4 requests seemed to disappear over the past few days. Now, there's a difference between the number of requests listed on my main work order page (12) and the number of requests in my custom "Complete List of Requests" report (16). In other words, the missing requests still show up in reports, but not in the request list. Notes: I'm displaying all requests on the work order page. There's nothing obviously similar about the "invisible" requests (those that appear in reports, but
Reassigning Closed tickets?
Is there a way of preventing Technician's from reassigning "closed" tickets? What would be the reason of not having it locked down? Can I setup a way of having assigning a ticket to "one way" meaning a tech can ONLY assign a ticket to himself and a manager can assign it to a tech. I don't want techs to assign one to the other. Thanks,
Moving database
Is there a way to quickly move the active database from one local drive to another? or will this require the software to be reinstalled? Thanks DRP
create two forms
Hello I am working at one of the college in UAE, I downloaded the software and our college deal with two types of helpdesk requests 1- Laptop requests And 2- Staff request And each form had some certain type of field is there any way to create two forms please advice thank you Regards klaithem
Requesters viewing their assets and contracts
I can't seem to identify how to allow requesters to log into the ServiceDesk interface and view the assets that they own and the current status of their contracts. We have assigned assets to being owned by requester users, and want these users to be able to log in and see their assets, and see the status of their contracts on those assets. I can't see how to do this, without creating a new role that permits this, however the roles don't appear to be able to be applied to the requesters, just technicians.
Getting tricky with subject lines
Is it possible to do more with subject lines (in emails sent to service desk) than associating with an existing ticket? For instance, I (as the manager) want to send a user an email, copy Copy ServiceDesk on the mail and assign it to a tech or a priority/severity level - all by including key words in the subject line. If this is possible, is there a master list of all the fields that can be affected by these keywords? Thanks! Jim Jernigan Redmond, WA USA
Technicians not listed in Requester List
Should I expect to find a Technician in the Requester List?
BUG on Request list
hi, I,ve detect a bug on the Requests list. When you put the mouse over the title of the request you have a small windows that appear. Inside you have the Request ID, Category, Title and description. But when you have an <'> (simple quote) inside the category name, evry thing after the <'> doesn't appear on screen. i hope, i help
Custom Priorities
When adding new priorities, I am unable to set a default due by time/date for them. I initially thought it was tied to SLA but that appears not to be the case. How can I assign a default date/time to a custom priority?
Modifying the initial email
SD+ sends an email initial email to email addresses that are not in the system. Part of it reads �Please find your self-service login details for AdventNet ManageEngine ServiceDesk Plus, a HelpDesk application��where can I go to modify this message? Thanks,
Missing filter area on Inventory
Occassionally, the filter on the inventory screen (both preset and advanced) disappears. Any suggestions as to what may be causing this and how to get it back. I have tried refreshing, navigating to other areas and back again, closing the browser and starting a new one. A screenshot is attached Regards Paul [/img]
Products vs Assets
Ok getting to grips with this now. I have "Assets", "Vendors", "Products" and "Licences" but when I raise a Purchase order I only appear to see ONE item in my list of available items to add. where am I going wrong? Basically I have Hardware, Monitors, Keyboards, Printers and Software. It is the Software that causes me the most grief so that is where i want to get to.
Mistake at updating ServiceDesk
Mistake at updating ServiceDesk. It is established on Win XP Professional. The full broad gully is resulted in the attached file. Your help is necessary. Thanks. sinov@hotmail.ru
AD Import Bug
Hi, I recently tried to do an import from AD to add my new users. We have approximately 5000 users. About 80% of the import succeeded and the remainder failed. After that, I tried a few small imports (90-100 users each) and those failed as well. I saw a thread here about AD import being a memory hog, and sure enough, after the imports, my SDP instance was using upwards of 1.5GB of memory. I rebooted the server, and afterwards the imports worked properly. This seems to be a memory leak, and for whatever
Administrator account in AD has full access
Hi, I imported all AD users into the system. I only want to have the 3 user technicians that I have setup to have full access. When I log onto the system with our domain/administrator this account has full access to the product. I uninstalled and reinstalled the product and then just imported the OU groups that I wanted and without any Administrator accounts to see if this would work but it still allows domain/administrator to log in with full access. Can this be disabled? As I only want to give
Local Authentication
Hi, The application has been working ok. However now when I add a new requester they have to use "local authentication" and not the domain. When they try to use the domain they get "Username or Password is incorrect". When the use local authentication its fine" Can you please advise. Thanks Mike
Technician's Rights
I want to setup SD with 5 technicians, 2 for hardware 2 development. I want to prevent one team from seeing the others and visa versa. I also want all 4 technicians NOT to be able to delete any tickets. They can assign/reassign/open/close but NOT delete. This right should only be at the manager�s level. Is this possible and how can I do this?
Yet again.... a Service Pack..... Build Version 5504
Download the latest hotfix from : http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-17_0.ppm 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 folder. This opens the Update Manager tool. 3. Click "Browse" to select the Service Pack file (AdventNet_ManageEngine_ServiceDesk_Plus_<Version No>_0_0_SP-x_0.ppm file that
Requesters to close their own tickets
Is there a way that I can give rights to a requester (client) rights to close their own tickets? There are times were the requested will create a ticket but then �resolve� it on their own. Thanks,
Attachments for Assets
Attachments for assets would be a great addition to the product.
New Query report
Hi Can u pls tell me what this option is meant for :New Query report in build 5503. Regards,
Exporting data from SD+ and Accessing the backend db
Dear Sir or Madam: We are evaluating your software for our firm. Our firm needs to analyze all the data associated with requests entered into SD+. Is there a way we could access the data from your backend database. We would like to run SQL queries so that we can search for data that we need. Moreover, Is there anyway we could export the data to something like Microsoft Project? Thank you. Sincerely, E Cyriac
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