Asset List Not Being Shown to Requesters
I have asked this before and emailed support but I have not seen anything back. None of my requesters can see the full asset list when filling out the web form. I have checked to make sure the "Show workstations associated to requester in Self-Service Portal " is NOT checked but it makes no difference. It worked fine in v6, then we upgraded and it no longer shows the full list. AdventNet can forget us paying the Invoice if they do not start providing some real support. This crap about it will be
Resolved but resolution remains Open
Once a resolution has been entered into a call I'd expect the status to change to Resolved, since you can't have more than one resolution there's no reason to enter anything here unless that is the case. Is there a way to make this happen, or does it need to be done manually every time?
Contact info not showing
When I open up a ticket and select a requester the contact number is not being populated. I made sure the requester has a contact number listed and they do. What is causing this?
Searching within Service Desk
How do you search through notes and key phrases within the requests in Service Desk? I'm having a problem that I've had before and I know that I added a note to a similar ticket with the solution to the problem and can't find a way to search through notes so I'm wondering if that's possible and if so how you do it. Thanks
Scan part of a domain
Hello, will the ability to scan just a OU of a domain for computers and users going to be part of a next release?
Domain Logon FAILS
I have recently completed our upgrade to the latest version of SDP (Version : 7.0.0 Build Number : 7010). We've been using AD Integration all along since v6 build 6008. After the upgrade, and after enabling passthrough authentication, suddenly no one can logon with their domain credentials. I tried disabling AD PTA, and even restarting the SDP service - still no joy. The only way I can get in is to be on the server running SDP and logon using the local tech credentials. So - what's happened???
Cannot use ServiceDesk WebClient
We have been using the new version of SDP for a week now, and today when i re-started our server which has SDP on it, when i logged back on, i cannot access the SDP web client... i simply get a page cannot be displayed error. I restarted the Service. Shutdown the SDP server and re-started the SDP server... still no luck. Can someone help??
backup
What's the difference between running backupdata.bat and the built in backup in version 7? The file size for the one created by v7 is almost half the size even though both the database and file attachments is checked off..
bug with reporting on "Created Time"?
For some reason reports missing out Created Time, even though I have selected it! Has anybody else experienced similar problems? I'm on build 7005...
SD+ 7009 crashes IE7 (Vista) on selecting sub-categories
In a request, when selecting a drop-down field for either a sub-category or item where no field has been configured (in category admin), IE7 will crash. This is repeatable on Vista environments. I cannot confirm whether this is occurring in XP.
Asset field keeps getting cleared.
Has anyone noticed that when you view a request and change anything like the [Category] or assign a technician, the Asset field gets cleared and you have to go and select the workstation again? This is becoming annoying because some of our people don't always remember what Assest was selected before it gets cleared. I am starting my list of things that are not working in V7 and I am a little surprised at some of the things I have found after waiting 6 months to upgrade. I would have thought that
Question about service Desk
I'm interested in purchasing service desk and was wondering what the 250 node means.
Quick Help on Upgrading Version? (Don't want to break it)
Okay, we have the following SDP: Your SDP Version : 7.0.0 Build 7004 The Archives show that 7.1.0 is out. Can anyone let me know of anything special I need to do before I install this? Do I need to jump versions or can I go straight from 7.0.0 to 7.1.0
Asset list in SDP 7010
Hi, I've just upgraded to SDP v7 build 7010 on my test system and it's raised the following two issues for me: If you have a list of workstations listed and filtered to display by a group, can you check them all and issue a 'scan now' to update their info? Or do you have to scan them all individually? Also if you check one or more you can't modify the state (for example to 'in use') without assigning the same user or department to all of them. Is this correct? This is the first time I've been looking
Where can I find fix lists for builds short of installing?
Still fairly new to SD+ and Adventnet, I'm having a difficult time locating fix lists for SD+ build versions. They don't seem to be in the Archives Download folders. A tip please. Thanks in advance.
Future Updates
Hi, just a jew questions, - When will java and Mysql be available for 64-bits Windows 2003 server? - When will Q1 update be available and what are the improvements - When will Offline Workstation Scan ( import XML) like Asset manager
Technician Notifications
Currently running on 6014. Is there anyway to tell the system not to generate a notification if the technician creates the request and assigns it to himself? Thanks, Christian
On-demand scan for multiple workstations
Instigate a domain scan and update of selected workstations from any filtered or full workstation asset list, with a button to 'scan now' which performs an on-demand scan on the selected items. This would help in updating a set of PCs. If a new application had been installed in a single department you could filter their workstation list to show only their PCs and scan them all with a couple of clicks. This would be preferable to scanning on an individual PC basis or for the entire domain if only
How do I add Locations?
The help pdf talks about the admin tab having a locations option in the helpdesk section. I have no location on mine. I can see in the workstation that Region, Site and Location are there, but cannot set the Location anywhere. I am on build 7008. Thanks Rich
Requests still highlighted in Bold after being picked up
We have noticed that when a technician picks up a request it still remains highlighted bold in the list. If we then go in to the request details and choose the technician a second time the bold highlight disappears. Is the bold highlighting supposed to show an unassigned request? If so it is not working properly. Thanks.
Error downloading service packs for 7.00 and 7.05
I have been having trouble downloading the service pack to get from build 6013 to 7000 and to service pack to get from build 7000 to the current level. When I try to download by clicking on the link I get an error stating that "Internet Explorer cannot display the page" and if I try right-clicking on the link and selecting 'Save As' I receive a message stating that the server has responded with an error. Trying to download in Firefox shows a blank screen (no message at all) and nothing happens when
Changing DueBy Dates for non-SDAMIN & Notes
It would be beneficial if permissions could be set for non-administrative users to adjust DueBy dates Also, something helpful to our process is if a note addition could be defined to automatically extend the DueBy date by a defined period.
Restricting requester view of their own calls
Weve been piloting SDP to allow us to tweak it to our own requirements. During this period we have not 'advertised' it to staff and as such have had the notifications for requesters turned off. The natural progression now is to turn the notifications on so that A) staff can log/post calls to SDP via email B) They are automatically notified of ticte numbers on open and close. Ideally I want to be able to provide requesters access to the user wbe view, but I dont want them to be able to see all of
Unassigned Requests
Hello all, We are working with SD+ as the main tool for our service centre and have many groups we send requests to that arrive in the unassigned queue via mail fetch. My question is, is it possible when we allocate requests to groups(that have many technicians in them) can they be moved from the unassigned requests list, we have alomost a 100 now and will have many more soon, and it will become a nightmare to administer the unassigned tasks. I know we can allocate to technicians in the group to
How to disable 'Close Accepted' function
In previous versions of SD+ we could close requests without being prompted for a "Close Accepted" notification. How can I disable this in version 7009 as we do not use this facility.
Adding words to SD dictionary
Hi All Is it possible to add words to the SD+ dictionary? This would be helpful for company names, peoples name, etc. Regards, Andrew Greenlees
Add words to Dictionary
Is it possible to add your own words to the dictionary? Would be useful for things like VPN for instance.
Export and Import All Accounts
Hey Admin, We want to share same account data for SD+ and SupportCenter. So I'd like to export all accounts from SD+, and import to SupprtCenter. Is it possible? I have thousands of accounts in SD+. Thank you. Regards, Leslie
Mandatory Approval before Request Closure
Version 7009. Is it possible to set a Request Closure condition for a defined criteria (ie. specific catagory) for mandatory Approval agreement?
Users cannot see their requests in the self service portal
SD works fine for us technicians, but users cannot see their requests when they log on (they can log on OK). I have patched SD to its latest version (7009). We are using SQL server rather than MySQL. I am wondering if there is some authentication issue going on there...
Workstation scan
I have setup SD7 and I'm currently working my way thru my assets but note that the workstations that have been added following a domain scan do not auto appear under the assets. I assume this is by design but do I really need to create all the asset info if I already have the workstations/printer/switches, etc available following a domain scan? Surely there's an easier way?
Reasons for Update on request not showing in History
Version 7009. When I update a request and add information about the reason - this is not viewable in the History as indicated.
Forum replies/answers being posted as new topics
Has there been a recent spate of new topics posted by ServiceDesk Support, which are actually replies and solutions to quenstions asked in other topics? I hope I haven't had any of mine answered and missed them because I wouldn't have received an email to tell me a topic was updated!
AD Import slow
I have recently upgrade to 7.0 and since then the AD import is very sluggish. Takes 15 min to enumerate AD. We have approx 150 OU to import? It never took this long in version 6. Any ideas?
Change default case status on an incoming request.
I have a question regarding new requests coming into ServiceDeskPlus I want every request that is logged into SDP to get the same custom status, the system has two default statuses that can not be edited ("open" and "on hold") and it seems all requests that are being opened get the "open" status. I have tried to change this via Business Rules but no matter what I try they always get logged as status= "open" Is there a way around this? The business rules seem to offer this option but it does not register...
Default Status to a custom value
I've defined a new status value called 'New'. Is there a way I can default a new request to Status='New'? We have customized the request form for users such that all they see is priority, subject and description. The thought is that users fill in a minimal amout of information and we the developers will fill in the rest once the request is created. I would like all initial requests to be status=new and once we review and fill in additional information we the developers would change status=open. Is
Allowing Technicians to edit 'Due Date'
We are using a locally created group call 'technician' to place our help desk technicians. All appears to be running properly except for the fact that the members of this group cannot edit the 'Due Date' field in a request. I have setup the group to have 'Full Control' of Requests, 'Edit' for Purchases, Solutions, and Reports. Any idea what I need to do to allow them the rights to edit this field? Thanks
Requester details not populated when adding new Request
We have noticed in Servicedesk Plus 7 Enterprise build 7009 that there seems to be a bug with choosing Requester names. On many occasions, when we begin typing a Requester name in to the relevant field on the New Request form and then choose the Requester from the resultant dropdown, the phone number and department are not populated. This happens quite regularly and is quite annoying. We are having to click the icon next to the Requester field to look up the name, which seems to work most of the
Tax Rate changes for Canadian users
The rate has to be changed manually to get updated in the PO.Rgds,Hima
Logs missing & mail server problems
Hi, I have 2 problems: 1: the logs folder in C:\AdventNet\ME\ServiceDesk\logs on my SD+ server is empty, despite SD+ having been running for 3 weeks now? Plase advice asap? 2: What i wanted to look for in the logs was entries connected to mail server settings since the SD+ says 'FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.' despite having entered 100% correct information. Please advice asap! Thanks,
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