Remove "quick create"
Is it possible to absolutley remove the quick request tab? I need people to use the templates, but some are not the brightest and still use the quick create template. Thanks for any suggestions.
Has automated asset scan hang been fixed?
For a long time there was a problem that myself, and I believe others, encountered where setting up an automated scan of assets would cause the ServiceDesk system to hang and an AdventNet rep would need to disable the automated scan in the SQL database before SDP would start working again. Has this issue been resolved yet? I'm currently running 7022 but am a bit nervous about enabling such a deadly feature.
Failed import of csv file
I have tried on several occasions to import this csv file with a list of monitors but without success. The only error messages I have received refer me to the Apache logs which I know nothing about. Can you help please ?
Automatically Backup Servicedesk
Does anyone know if there is an easy way to do automatic backups of the Servicedesk database?
V7.5 change in report break functionality
Under v7 environment the following query report produced breaks on change of IP Class, so all the 192.168.1.x had a break before them with 192.168.1.0 as the header. Running same report in V7.5 just gives an unbroken list. For me it would be nice to have the V7 functionality back. Regards, Andy select sysi.WORKSTATIONNAME, rs.RESOURCENAME "Resource Name",ddefn.DEPTNAME "Department",aorg.NAME "Site",networkinfo.IPADDRESS 'IPAddress',networkinfo.MACADDRESS "MAC Address",networkinfo.Network 'VLAN Segment',state.DISPLAYSTATE
Reports features
There are several features that should be added in servicedesk that would be handy when generating reports from service desk. 1. To be able to group Open, closed, and on hold/pending request and freely sort if you want OPEN or CLOSED instead the default which only sorts by closed first then followed by open. 2. The line graph was also a good graph to have which i found useful in the previous builds which is gone now. The Ring graph which seems to be new is the least useful graph out of all. 3. I
issue while adding vendor
after adding a vendor and hitting save, then you click on the view list link to see what you have yet to setup. upon hitting the "New Vendor" link it displays what you have entered last, rahter the last vendor you entered. not something thats dificult to address, I just hit the product link and then the vendor tab again, like I am just going into it for the first time. thanks J
Reports features
There are several features that should be added in servicedesk that would be handy when generating reports from service desk. 1. To be able to group Open, closed, and on hold/pending request and freely sort if you want OPEN or CLOSED instead the default which only sorts by closed first then followed by open. 2. The line graph was also a good graph to have which i found useful in the previous builds which is gone now. The Ring graph which seems to be new is the least useful graph out of all. 3. I
moving database of mysql to another server
hello, i have installed another application of service desk plus on another server. i wuld like to move my previous database to the new server. i have try backup data and restore it but i don't think it has copy although i did not get any error message.i don't find the request i created previously. thanks to help a lot nazeedah
Unable to add software licenses
I have tried sending an email with this issue, but haven't had a response (do you guys have a mail gateway that doesn't allow script through?), so thought I'd try posting here. When I try to add software licenses for managed products, I see the error below. We are using 7504. Would appreciate any assistance. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented
Requestor updating request AFTER submission
I know a requestor can always update their own request by adding notes, but my questions can a requestor update things like the subject or details AFTER it has been submitted??? I do not see an option for that. -Wes
Technicians Role
Hi, I really want to lock down the Admin functionality on SD+ so my technicians cant make fundamentally changes to the SLA, templates etc... the only issue I have is that Requesters can only be created my SDAdmins. Has anyone found a way of opening this function up to non admin roles or has this been requested for a future version. What would be great would be a way to customise the features available in the Quick Action button on the homepage I am running Version 7503 Thanks
Custom Query
Hello Would like to have a query that show time spent by Location and not department wich is the case with the built in query. SELECT dpt.DEPTNAME 'Avdelning',wo.WORKORDERID '�rende nr',rc.DATETIME 'Kostnadspost datum',rctd.FIRST_NAME 'Tekniker',dpt.DEPTNAME 'Avdelning',std.STATUSNAME '�rendestatus',wo.COMPLETEDTIME 'Genomf�rd tid',rc.MM2COMPLETEREQUEST 'Tillbringad tid',rc.AMOUNT 'M�ngd' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges
New Request Bug in 7502. The field asset is not filled.
At creation of the New Request by the expert it was found out such bug. After filling of field Name in russian language field Asset remains blank. If field Name contains an English name of the Requester, that field Asset is filled automatically (both in that and in other case the Workstation has been associated to Requesters)
how can I change a Report header
Hi SDP Users, I've created a report "CR: unassigned change requests" and copied it to "CR: already assigned change requests", because the only different is in a filter. But now there is still the header "CR: already assigned change requests" on each report. Where can I change it?? I have already tried it with "save as", but no success We use SDP Version 7.5.0 Build 7504 thx Stephan
Recalculate 'DueBy' date after changes to SLA?
Hi I have made changes to our SLAs, is there a way I can recalculate the DueBy dates for all open requests so that the new SLAs take effect? I don't really want to have to edit each request manually.... If there isn't functionality out-of-the-box, I don't mind using a "backdoor" method if it is suggested by someone at AdventNet! Cheers Gordon
Mail Notification with Secure email server
Hi Team, Our mail server using secure protocol to access mail server via POP3/ IMAP so we can't configure mail notification using our mail server. Does Adventnet Support Team has any workaround or solution for this problem? Thanks so much for your support Regards, Zeratul
History Doesn't Update
Using build 7504 and previous when a request is edited to update history and then saved, (Update Request), the entry is not always saved. In fact you have to go back in, re-type the entry, click Update Request and then it seems to work. For lack of better term, the only way I can describe it is that is doesn't work the first time.
TECHNICIAN SCREEN: JAVA ERROR
When trying to do anything on the Technician screen, I get a loading. Please wait� Then the page errors out with this error "Unable to fetch login details: Unexpected Error; nested exception is: java.lang.OutOfMemory Error: Java heap space". I am currently unable to create a technician or change a technicians security. I am using the administrator user account and yet can not do these functions. What prompted this action was that after upgrading to SDP Version : 7.5.0 Build 7504 my technicians were
Sending notification failed
Hello, dear Support.! I've receiving this error when I try to sent a email on SD+ "Sending notification failed" I'm using POP I've tested coneccion with mail server its OK regards;
SD+ and IIS
I put this in another thread that has not been answered.. so I'm creating a new thread in the hopes that we'll get an "official" answer from Adventnet. Hi, We will be including support for integrating with IIS in our year end release. Regards, Hima Well.. that quote above was written on Mon Sep 25, 2006 10:08 am. Just wondering what the "official" word is on IIS integration? I know that myself, and many other here would like to see IIS officially supported by SD+ soon.
Rename "Solution" tab into "Knowledge base&qu
Is there a way to rename the "Solution" tab into "Knowledge base"?
Purchase Order Attachments
I would like to be abe to add attachments to Purchase Orders.
7.5 Beta and LDAP
I have setup LDAP in the 7.5 beta and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect. Any ideas?
Scan overwrites existing asset
Has anyone else encountered this issue or found out what causes it? I scanned a new workstation (by computer name) that did not yet exist in SDPlus. When the scan was complete I saw that it overwrote another asset record. I am trying to figure out what caused it to grab that record to populate rather than create a new one. We are currently running version 7.5.0 Build 7503 Thanks! DEL
MouseOver not Displaying full Subj. Fields text
When the Solutions, contracts lists are opened the text in the subject field is cut off. When you do a mouse over the full text of the subject is not visible form a popup. (like in the Request list) There is also no way to expand/lengthen the columns in any lists in SD+. What can be done???? Phil
No rollback from 7022, where can I find 7021?
Hello, We are excited about moving to 7504,but we've run into a slight 'testing' snag. On our production machine, we're running 7021. On our dev machine we're running 7011. I'm not exactly sure how prod got moved to 7021 without the dev box being there first. Anyway, I was going to update dev to 7021 so that I could restore a current backup from our prod box on it to do some testing, and then if all went well, go through all the upgrades until I got to 7054, do testing, and if all went well it would
Change email alerts
Currently we have the "Alert Technician by Email when any Recommendation is taken on change." option turned off (unchecked), but technicians still receive email notifications when CAB members make a recommendation. Is there a way to actually turn this feature off? We are on 7.0.0 of Build 7015 Thanks.
Customize basic Field names
Hi, Can I change the basic filed names, if yes then how do I do that? Eg. One of the tabs read - Request. Instead can I have it displayed as Call? or If the filed title reads - Requester Details, can I have it displayed as Caller details? Regards, Rohit Kachroo
Customize Solutions?
Is there any way to customize the Solutions tab? For example, if I wanted to have the Contents field pre-populated, or add/remove/rename fields. I'm new to ServiceDesk, so I may have overlooked the option somewhere. Thanks in advance!
Unaudited Workstations GUI
Assets > Workstations > Troubleshoot It gives you a list of workstations that are having problems, but unlike other areas of the software, there are no checkboxes to select multiple machines and either delete them or rescan them.
Assign Owner Problem
When we try to assign any asset to an owner from any browser, as soon as you select the user and hit ok the whole machine locks up. This happens from the server, the workstation, and it does not matter what browser they are using. We are on 7504 8 gigs of ram Every thing but assets is fast and responsive. Jody
.xml files not importing
I have the upgraded 7504 version of the service desk plus. Right now, I can't even open up the help desk software in IE. I have to use firefox to view it. When I try to import the .xml file from a machine, it acts like its going to let me do it, then it just opens a blank white page and it says "done" in the bottom left corner. I'm as up to date as I can get with this software, so if anyone can shed a light on what to do from here, I'd appreciate it.
ServiceDesk Outbox
Is there internal outbox queue in SD ? Regarding to RFC server may not accept smtp connection when busy - it looks like SD doesn't retry to send ticket replies. If organisation uses Gmail (for example) it can be real problem because public mail services may have a little bit lower availability within SLA than internal mail server. Can you recommend some workarounds for this case ? Install separate mail daemon for SD ? - booo :|
Bug in count Unassigned request
Good afternoon. In itself in version 7503 has detected an incongruity in number of requests for unit. If to look in bookmark Home - Global View it is visible, what Unassigned - 5, but if to press on digit 5 (http://isd/DrillDownRequest.do? columnNames=Status, SITEID&columnValues=Open%23%24%230&viewName=Unassigned_System) that we get on bookmark Request and to us is visible- 4 Unassigned requests. Why there is a difference in 1one the requests?
Automatically closing requests after a period of inactivity?
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark.
Seperate SD+ installation interactivity
I installed SD+ for the IT operations within our company approximately 12 months ago and just recently our fianance department wanted to do the exact same thing after the success of IT, they have now created a service desk to answer all financial queries initially from internal staff of which there are approximately 1800+. The situation I am in is that as many of our finance apps are inbuilt and have on occassions issues and with the 2 seperate teams on 2 seperate installs of SD+ we on occassions
How can I report on Request Type??
Please can you help. I would like to be able to run a report where I am able to see the breakdown of the Request Type field which consists of Fault, Procurement, Projects, Service Request. Thanks Sylvon
Table header value not found for key -  
Good afternoon. The request to help to solve this errors: [12:14:29:456]|[09-04-2008]|[SYSOUT]|[INFO]|[17]|: Error !!!. Table header value not found for key - | [12:14:29:456]|[09-04-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[17]|: Error !!!. Table header value not found for key - | and [12:14:29:784]|[09-04-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[17]|: DataAccessException occured while trying to fetch service
Administrator rights
I've upgraded from Service desk plus 7000_19 to 7000_22 and now cant login with administrator rights. I could login before and now get a standard user interface with the administrator a\c. Any advice welcome. Windows 2003 server SP2 IE6 SP2 Service desk 7000_22
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