BlackBerry Support
Do you all support Blackberry devices as far as 1) Technicians being able to access ServiceDesk Plus from a BlackBerry device for emergency response? and 2) being able to scan them into inventory for asset management? --pete
SDP mail problem!
hi,SDP Team: When we use SDP to work with our mail server that is Exchange sever,we meet a problem.We use office outlook client to recevie mail from exchange server, it is using MAPI protocol,and we shutdown the POP3 and IMAP,so,SDP can only support POP and IMAP,not support MAPI. How to resolve this problem, we need receive the mail in SDP from exchange server? Waiting your reply!
CC Field for send e-mail notifications
Hello all, Any one knows if is possible use one adictional CC field for sending mail for CC contacts introduced in this field manualy. Thanks to all.
Any tips on scanning laptops?
Hello, Does anyone have any recommended procedures to periodically scan laptops. They can be often disconnected from the local network or turned off, making scanning via active directory not work. Still, it would be VERY useful to periodically scan them. This must often come up and I hope someone has already figured out some bright ways to deal with this. Ben
Question about database table
I just noticed that the aaaaccsession table in the database, which contains information about end-user login sessions, is massive, currently at 367,148 rows in our system. I have watched the progress during backups, and it takes a very long time to dump this table into a backup file. Is it really necessary to keep a record of every login session back to the time the software was first installed? I am wondering if I can safely delete some or all of the session records (since we don't really need them)
Monitors
I have created an IT asset called monitor and imported a load of monitor assets in to it. The only way I can see to attach them to a computer or user is with add relationship. Is this correct? I have a monitor now that has dies and want to remove its relationship but can't see any way to do that! Thanks Richard
Error Deleting Template
Hello, I'm trying to delete the 'New Joinee' template that is built into SD+7 but i'm getting the following error: FAILURE :Error occurred while deleting reques template. Please report the problem to the system administrator, with the Error Code - 1,194,278,908,247. Has anyone else had this problem? is there another way to delete this? Thanks, Jack
New announcement with Canadian French keyboard layout
Good day, I think I found a bug ... When i'm trying to create a new announcement in SD+7, in the announcement content box I can't seem to type an "@". The key sequence to create an @ sign using a Canadian French keyboard layout is 'Alt or Alt-Char' + 2 which does increase the size of the text instead of typing the character. This shortcut would have to be modified to something different in a way to avoid conflict. Thanks
Possibility to automatically update the subject of tickets via business rule
We see an interesting usage of the subject customization to make intercommunication with other helpdesk (of suppliers or customers). IT could be fine to have a business rule that force the fact to update the ticket subject on some specific conditions with the one coming from specific sources. In this way for example, it could be possible to make two helpdesk sync between them maintaining on the subject both helpdesk id. Actually is possible to edit the subject manually on every ticket. It could be
Latest 6.x version
Hi! I would like to download the latest full version 6.x. Can you help me to find it ? Thanks!
Feature request forum or Roadmap ?
Nothing unusual but I'm a little confused as to whether the forum feature request section http://forums.adventnet.com/viewforum.php?f=92 or the roadmap section http://roadmap.manageengine.com/index.php?category=SupportCenterPlus should be used. Which is read and taken note of most, both by the end users and Adventnet? Thanks, Andy
Error with attached PDF files using SD 7.0
When attaching files to a Contract it is not possible to open the file using the document link from within the Contracts section. - However when I Copy the Link and paste it into a new empty browserwindow it open allright. Other doc. types such as Wordfiles works allright. What could be the problem here?
problem user
I migrated to 7004 yesterday. Then I did an import user from active directory. Now the name (philippe brown) is replace by the login (pbrown), is it normal??? When I create a ticket it's more difficult to enter the requester name for the user. I'm waiting for more explanations...
SD+ crashes after every schedule backup job failure
Hi, After my scheduled backup job fails, my SD+ 7.0 server crashes. I get the following error log in an email: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.sql.SQLException: TDS Protocol error: Invalid packet type 0xd1 at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2284) at net.sourceforge.jtds.jdbc.TdsCore.getNextRow(TdsCore.java:761)
Custom filter view testing for nothing
We have been putting together some custom views but have hit a snag on one of them. We have a numeric field in which we put a case reference number if the job is being handled by a third party. I can create a view where the filter tests for a figure, i.e. "is not 0", but I cannot get the reverse to work, i.e. "is 0" or similar. This shows no results. So I can filter to show all of the jobs that are with the third party, but I can't filter the reverse way around, jobs that are still with us. Any thoughts
Does SD+ integrate with Exchange
We are thinking of getting this HD product, but I wanted to confirm that we can use our Exchange environment for messaging within SD? Thanks!
Servicedesk won't start
This is a new install using Redhat Enterprise WS4: bin file ran without a problem, but when I try to start it I get a failed to start server message. There isn't anything in the log files. Any ideas on what to check.
MS SQL 2000 + Forced Encryption
Our SQL 2000 machine uses Forced Encryption, and I do not see a setting in the changeDBServer.bat to allow for encryption. How do I allow for this? Service Desk will not start as it cannot query the database without allowing for encryption.
Error when creating MSSQL db using .bat script
Hi.. Im trying to migrate the MYSQL db to MSSQL. I've stopped the servicedesk service, and are running the changedbserver.bat script. It states the following: "========================================================" requestScheme is http ************************************************************ DB Server Setup wizard ************************************************************ 1) Setup MYSQL Server 2) Setup MSSQL Server 3) Quit Go to [1/2/3] : 2 Host : gmb-cph-s013 Port : 1344 User : SQLadm
Technician receiving error on updating request
I have a technician receiving the following popup error when trying to update a request: No other technicians receive this error when attempting to do the same. We are on build 6011 using MSSQL.
Outlook Plug-in
I heard about a Outlook Plug-in for Service Desk Plus. Anyone could talk me about it ?
Undeleting workstations
it appears some numbskull deleted a bunch of workstations they weren't supposed to and we dont have the database backed up. Is there anyway to recover those deleted workstations?
Solutions Tab on itildemo.servicedeskplus.com
I've been playing/learning with the online demo for a few weeks and it all appears to work fine except for the solutions tab. It won't let you add new solutions.
Formatting in the fetched requests
Anyone know why I see this character in my requests? -> � I'm sure it's a carriage return or something, but how can I prevent it?
CAN'T IMPORT FROM CSV IN 7004!!!
Ok, Great, now I'm limited! 7004 doesnt import from AD properly, and when I try to import requesters from a csv file, it just doesn't go through. Anyone ever import from a csv file? What should the table headers have? Any documentation or support somewhere on this? Thanks
IE7
Can someone tell me if IE7 is supported fully in SD+ 7 please If use IE7 and it is horribly slow at generating ther page, whereas in Firefox it is fine. TIA Rich
Service Desk with Plesk
I'm trying to install ServiceDesk on a hosting VPS that has Plesk installed. Plesk uses MySQL so I tried to use the changeDBserver.sh script. It SAID it was succesfuly changed, but when I try to start ServiceDesk it errors out saying "unable to start MySQL on port 3306. Please free the port", the same error it had before using the changeDBServer.sh script. What am I doing wrong?
REPORTS
I nned a report to display the following a list of managed software with a count of installed vs license
Is there some memory problem with 7.0.0?
ok I tried to import TWO items in a CSV... It still crashed Here is the CSV as raw: Allocated to,Location,Computer Name,Owner,Product Type,Product Name,Model Number,Serial,Purchase Date,Warranty Expiry,Leased Date,Lease Expiry,Mthly Fee,Purchase Price Constructions,Walsh Bay HO,N/A,Constructions,Fax,Toshiba DP120F,N/A,22129,3/03/2006,3/03/2009,N/A,N/A,N/A,1485 Kirra,Kirra,N/A,QLD Constructions,Fax,Toshiba DP120F,N/A,26153,15/02/2007,15/02/2008,N/A,N/A,N/A,1395 Here is the error message: RECORD :
Data Separation
Dear Team, Suppose for multiple location we have single server. But we want it should be such a way that if user from x location enter the call it should be go to the respective helpdesk only. x location is not able to see the y locations complaints. Only one person will be able to see the complaints from the all the sites. And how can we seperate the data of all the locations.
Asset Workstation Report
How do I write a report or query to pull information from both Workstation data and also Asset data. I need to get a data file that shows Workstation Name, Beds Code (custom field added to Workstation form), Product Type (such as Desktop-PC, Desktop-MAC). The state requires us to pull all Product type related to computers and list quantities based on location (Beds Code field we added). Is there a way to pull data like this and if so how? I used Crystal reports before but I cannot use this with SDPLUS,
Software report
Hi I need a report to show the following Managed software purchased software installed software availablesoftware I have service desk ver Version : 5.5.0 Build Number : 5505
Mobile Devices or API for client to interface
1. Is there a plan to test ServiceDesk Plus on mobile devices or to create a separate versions for mobile devices? The mobile devices do not have same capabilities as desktop internet users. 2. Is there an API for ServiceDesk Plus where clients/users can interface with the software and program modules to perform special tasks? If so, which programming language or scripts do we use?
Why can my requesters not see 'Solutions'?
I am using Service Desk Plus Version : 7.0.0 Build Number : 7004. I have created a starter set of solutions which would benefit my users and plan to add to it over time to get maximum coverage of common issues. When I log into SDP as either a technician or Administrator, I can see the solutions, search through them etc. just fine. However, anyone logging in as a 'Requestor' that clicks on the Solutions tabs, there are none there, all of the folders are empty. Any assistance would be greatly appreciated.
Unique ID for Computers
Hello.. I have a problem when scanning blade servers.. I seems they all get the same Identity somehow.. When scanning one server everything looks fine.. When scanning another one the systen tells me that the server has changed its name and sw inventory.. It's not a big issue.. But I am interested in what parameter uniquely identifies a computer.. ? At first I thougt it was the Service Tag or WIN32_BIOS Serialnumber, but that seems to be wrong.. Any ideas?
Giving technician rights to AD users
Is there any way in ServiceDesk to give a user imported from Active Directory technician rights?
Notification: Acknowlege Technician by Email when the task is closed
SDP should send an E-mail notification to assigned technician in respective ticket when another technician closes a task, alerting to assigned ticket technician that a task was closed by another technician.
BUG in notification "quick pick" links
In customizing the notifications, there's a number of little variables seen at the right hand side to pick from. One of them "$RequestLink", when clicked, puts a hyperlink down at the bottom of your notification. It doesn't go anywhere else, but at the bottom. But! If you cut/paste that link to move it to another location, it PRE-pends the default path for your server onto the front of the link, resulting in a double http address. for instance, our server is at http://tasc After copy/pasting the
Delete Technician - side effects?
Hi, I just talked with tech support. Asked if we deleted a technician would we lose the ability to report showing his name on past activities. I was told that it would show up as "Unassigned" . This means once I delete 2 technicians I can no longer see who handled the ticket. I noticed that while in admin I can disable login but keep the technician in the list. Does anybody know if that frees up a license? Thanks J
ticket creation timestamp
We are running version 6.0.0 build 6009 and just recently I noticed the ticket creation date/time stamp as an hour behind but yet the clock running at the top of the window for SC+ is the correct time. I have verified the PC's in our office are set correctly. Where does SC+ pull the date/time stamp from when a ticket is created and how do I correct it?
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