RPC error when scanning
This is so irritating. I've had trouble since day one with PC/Server's with firewall's turned on and getting the "Connection to RPC failed" error. Have tried the 2 scripts SD provides and had SD support on one of my PC's last week for an hour to no prevail. Still waiting an answer back from them. Anybody else have this issue and if so, how do you fix it? Thanks Dean
Beta Migration Pack
Here comes an update to the Migration Pack from Version 6 to Version 7. With the expected results, comments and suggestions from Customers, who helped us with the Closed beta ( a million thanks to them who helped in this process ), here comes out the beta for others to work on it in their test bed ( and not in the production setup ) Here goes the instructions for the same : 1. You can apply the beta migration pack only after to migrate to Version 6014. To download the hotfix for Version 6014, refer
Notification E-Mails - Prompt?
I think it would be useful to alter the Notification Rules section to include a checkbox for each like "Confirm before sending?". Some mails I want to be sent automatically every-time but there are others that should only be sent some of the time (so a YES/NO prompt should be presented to the user). For example, if I'm logging many calls for a single requestor I don't want them to receive 20 confirmation mails as they complain. Ideally the "Acknowledge Requester by Email when a new request is received"
Software POLL
How do I run a report to find out how many workstations have a specific software installed?
Importing software licenses
Is there anyway that we can import licenses into SD7 without having to create purchases for them?
7020 problem automatic closed from resolved
I just installed the last update (7020) and I have always problem with the automatic closing. Let me know if it's normal or if I need to do a specific configuration. I need help.....
Need to reset call counters urgently
Hi, Please can someone advise how I can reset my call counters? I am promoting a test system through to live. I know that I need to remove all of the test records manually, but then I would like reset the call id counters back to zero. This would be for Requests, Problems and Changes. Thanks, Davey
History Tab - Administrator Setting of what is recorded?
Hi I think it's really annoying that SDP tracks EVERYTHING in the History tab, I don't really want to see description changes. 90% of our mails to SDP need to be "cleaned up" so the history tab is often pages long because of the changes to the description. I think it would be better if the SDP administrator could configure what is recorded within the History tab and what is not. Gordon
Category - recategorizing
1. How do we change categories en mass without edit the database directly? For example: We have added\removed categories and no longer want them to show in the reports but do not want to loose the data. We can assign them to a new category to re-run the report, but before I delete the old category all 1K plus records must be changed. Is there a tool to do this properly without having to manually perform this task 1K times? Joe
Software Licensing
I am wanting to use the software licensing to keep track of all my licenses but have an issue. If I add a license and tell it that I have 100 licenses it inputs that software and license key 100 times. Is there any way to make it view the license once and show how may licenses I have for that license key? A problem I have is when I need to look up a license number I have to search through the 100 licenses that have the same license number to find the one I am looking for. I have many volume licenses
Changing the Request ID series
Is there anyway i can change the series of the request ID? i have 2 departments using the service desk plus, if one department logs a call with request id 1, and if the other department is cc'ed then the other department request with id 1 would open automatically by the system although the call has been closed long time ago. is it possible for us to start the request id with a diffeerent series, say like 001 or something like that? can we have characters or is it a number field?? how can we solve
Picking up calls not in a group
Hi, Is there a way of forcing the system to assign a request to your group when you click Pick Up from the request list? At the moment, if the call is unassigned and not in a group and you click Pick Up, it assigns it to you but leaves the Group blank. Thanks, Davey
Completing Printing
When printing, I need to have the approvals print with the rest of the ticket, right now they do not. Also, can the task be shown when printing? At least the task title, the actual end time, the owner, and status. Having these two items print would greatly help with our document control process with ISO as we are often required to e-mail / fax confirmations to our auditors. Any ideas. anyone? Thank you,
Impact, Urgency & priority Matrix are missing
I have setup SDP 7.0.0 Build 7019 and was able to see impact, urgency & priority matrix. I have worked these features without any problem. But today to my surprise I discovered that these features are missing from user, technician screens. When I went to Admin tab I could not find these fields there as well. Please suggest how I can get these fields back as we can not close/complete requests without these fields. Only option we have is to keep the requests open. Regards
Custom mysql query
Hi, Can someone help me to create a query report that shows open/pending requests older than 3 days (not onhold), sorted by technician with subject, category and request status. Regards Stefan
Help with Global View Queries
Can you please post back the queries that the system uses to get the "This Week, Last Week, This Month, Last Month" graphs. Thank you!
KPI report - task completion rate
how to generate a report on the number of tasks completed by technicians within time frames group by technician.
Email notification based on requester
Hello. I need to send email notification to technicians based on requester. If the requester is, say a VIP, I would like to send an email to all the technicians in order to have the problem resolved immediately. I cannot use notification rules since it is impossibile to send emails through them. I was thinking about using SLA escalation based on requester in order to escalate for VIP in, say 5 minutes. The problem is that I would like this e-mail to be clear about the reason of the escalation (i.e."VIP
cannot copy workstation
Hi to all, We're using SDP v.7.0 build 7015. I'm creating assets (workstations) manually and I receive an error code 1.222.784.772.400 when I try to copy a workstation recently created. Could you please help me about the reason of this error and how to proceed? Thanks Jordi
Scanning 64 bit PC's
Hello I am having a few issues when scanning 64 bit workstations. Currently only two people use 64 bit workstations but when i scan for software it is not detecting all of the software installed on them especially Microsoft products. Any ideas Many thanks Graham
Close Accepted
I just upgraded from 6015 to 7020. What is the purpose of "Close Accepted"? How would you use this function? In addition, can I turn off this "feature"? It's really annoying. Thanks, Christian
Add additional criteria in Business Rules
I've created an additional requester field & an trying to find a way of using this field in a new business rule. Is there any way to add this new field to the pull down criteria menu? This field is being populated from Active Directory and gives the location of the requester. The aim is to automatically assign the call to the correct group which is based on the location of the requester. As the calls are being auto created from emails I'm trying to remove as much manual intervention as possible.
AdventNet ServiceDesk/Daily Report
Hi all, I'm new at an IT department working in the Helpdesk, we now testing the new AdventNet Service Desk system to be applied in or company. I used to do a daily report in ( LBE ) where I can calculate the Weekly/ Monthly SLA ect, now using AdventNet, I found a wide range of different reports, where can I start from? My question is: How can I configurate/ set a daily report with specific information about all IT/IS activities, information can be logged manually? thanks
Asset Management Licensing in 7.5
It's my understanding that in previous releases, licensing for retired or unused assets maintained for historical purposes has been the same as active, scanned assets. Will this continue to be the case in version 7.5?
domain scanning
hi i have now finally updated / merged my assets (hardware) from v6 with the workstations and everything is up to date i have marked workstations as in store disposed or in use every 24 hours i do a scan but it also tries to scan the items that are in store or disposed, i would have thought the scan engine would be smart enough to realise that disposed items cannot be scanned or at least have some kind of setting where you can specify this any ideas? cheers!
[7.0.0 b7020] - Discussion notes bug
Hi It seems an old bug we used to have in v6 has sneaked back into v7. Under a particular request (haven't tested any other requests yet), I am unable to edit a previous note (it just appears blank). A more newer note added to this request works fine though. I guess a workaround to this is to copy/paste a new note but will that then affect any other notes added to that (or other) requests? Graham
Upgrade from 6009 to 7020 fails to start
I have upgraded to 7020 from 6009 and the service does not fully start. I do not have a log folder in the root of service desk so I am not sure what info I can send. I also have tried to contact support and no one is responding. please assist Andrew
Question about Pharmacy School Accelerated
Hey I have a question, I currently work for a pharmaceutical company but want to pursue my pharmd as a career move. I have a 4 year marketing degree and a 2 year math and science both from different institutions. I have worked for this top pharmaceutical company for 7-8 months and decided pharma sales is not what I want to do. I am highly considering going to MCPHS and trying to get into their accelerated program and am just wondering how the school is and if I have a chance to get in. I have a 3.7
Adding new Announcements
Hi, Is it possible to remove the Add New Announcement button from a role profile? I would like only a certain level of technician to be able to add an announcement. Thanks, Davey
Annoucements received via E-Mail are Blank
Hello, Annoucements or notifications sent from any module within SD are receved by E-Mail recipients however; the messages are blank. Only the Subject and recipients information is visible!! Cheers,
Change Control
Hi All, We are attempting to use the change control model within SDP. I'm trying to set up something very simple.. 1./ User rasies Change 2./ Change goes into planning stage 3./ CAB reveiw's and approved or dis-approves change 4./ System marks the change based on step 4 After reading all of the post's around change control I'm a little stuck. The first thing that is annoying, a user with just create\View rights can mark the change status as approved prior to CAB approval. This seems very odd Unless
AD Integration/Updates affecting reports
I am running into an issue where updated Departments in active directory are not updating on the report side of SD. Example: 1. A spelling error in AD prompts SD to import a bad department name. 2. Dept spelling is corrected and AD import performed in SD 3. Requestor updates successfully and individual requests show corrected dept name. 4. Reports on new department show no requests. 5. Report on old department shows old requests. Is the reporting DB not reindexing on import? How do I force a reconciliation
Purchase Order Processing
Hi We are currently reviewing SD and so far so good. Can anyone explain if the following is possible. We would like to grant our department heads the right to create a purchase order and for it to be then submitted for approval and receipt by the IT team. We can easily grant the dept heads the rights to create po's (by making them technicians and adding PO rights), however, when we do this they can also receive the goods for the po's they themselves have raised which we do not want. Is there a way
overdue status
Not working set of "isoverdue" on startup base its working correctly on our DB this flag don't sets used localized names of priority.
Request Link not hyperlink
Hi. When I select the item "$RequestLink" when building my automated response to requesters, it does indeed include the text of the link in the e-mail message, but it is not a hyperlink (even though this is using rich text; not plain text). Is there any way to force it to create it as a hyperlink? Thanks. steven
Preventive Tasks not working
We upgraded our SD about 6/7 weeks ago and everything seemed fine, until now. We have lost all of our PM being generated automatically. We had this problem some time ago and the only way we could resolve the problem ourselves was to re-create all the PM's. I have tested this theory again and just created a test PM. It worked. all the old PM's don't work tough/ Can you help me and I don't want to have to re-create these PM's again. Version 7018.
PM Tasks Not Listing In Requests
We have just started using Service Desk Plus and have setup some PM Tasks, The first 3 days they were being listed at the correct times. Now they have stopped working and we are needing to run them manually. Please help
Migrate SDP MySQL to MSSQL on separate server
Have SDP Version : 7.0.0 Build 7008 currently on MySQL on virtual server Would like to migrate to MSSQL on different server but still have application run from virtual server (don't want to have to install product on SQL server). Is this possible? if so how? thx
Mail fetching - cannot access using RPC or Web Mail
The company is using a web mail application which requires the use of a URL or IP address. The web mail respond with a login and password. How can I adapt this type of login to THD. I can manually login using this method. Is there a script Advent can write to interface with web mail access. The use of POP or IMAP is not a secured method of communications with the exchange server. The ports will never be opened. What alternatives can you offer to implement the mail fetch feature? We cannot forward
Mail fetching settings
Other than the Configuration Wizard how can I change the mail server settings used for mail fetching? Is there a location to set mail fetching to 'Stopped' without using the Configuration Wizard? I looked for a configuration file or database table to modify but I cannot locate where the current settings reside to modify them. We are running MSSQL on a separate database server and I want to be able to change the mail fetching settings in our test environment when using a copy of our production database.
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