Report Fails after upgrding to 6008
I upgraded from 6003 to 6008 and creating a new report comes back with "Failure: Unable to create report". I can open my old reports but not any new reports.
Closing Ticket Report
Hello All, I would like to be able to create a query report that will show me the following per each month User opened the ticket his problem priority time take to close it we have created another status named Acknowledged and we move each ticket to this status the moment we start dealing with the ticket and when we finish we move it to close this can allow us to know how much time we worked on a ticket .. can someone help generate this kind of report ? 10x, Haim
Multiple email addresses
Hi - we have a need to use ServiceDesk with multiple email addresses. We already have many email addresses forwarded to a single mailbox for collection but we now have the need to distinguish between the addresses on the outgoing replies. Is there any way to do this?
New Purchase as an Asset or Workstation Option
REQUEST: On new purchases, we must have the ability to select wether the new items will be classified and entered as either an ASSET or a WORKSTATION. ISSUE: Currently any new purchase that is made and approved will add Items into the ASSET table. There is no choice. For example, if a purchase is for a new workstation, then it forces adds all purchased workstations into the ASSETS table.Thus you end up having to enter workstations and their information into the ASSETS table as well as the WORKSTATIONS
Duplicate Users
It seems now I have duplicate users from AD in the requestors
adding names from ad
When I try to add ad names from an ou, it seemed to do the scan, but no names were added. Is this because I am using the trial version?
Upgraded on server with existing MYSQL issues
Firstly I have tried email support twice last week and have recieved no answer. I am wondering what I am paying for! I presumed the upgrade would hook into my existing MYSQL. It recongnised the database but doesnt create tables and now I cant start servicedesk at all. I have two mysql.exe services running. My existing mysql (on windows running apache) is on C: and obviously servicedesk has created another. What do I do now?
Technician Request Permissions
Hope someone can help with this. We're running the latest release of ServiceDesk Plus 6 (Build 6008). We'd like to restrict one (or more) of the Technician Logins to only be able to see certain Requests. Those requests would be: 1) Any Request assigned to a Group they are in. 2) Any Request assigned to them individually. 3) Any Request they have created (no matter what Group or Technician) the Request is assigned to. Number 3 seems to be the problem. A bit more information - we have 2 'senior' logins
Public Holiday
Hello, I'm a french user o a french company, which baught ServiceDesk Plus last year (our version is 6006). We have a problem with public holidays, which are count in the exploitation time of a request. For example, our schedule of work is from 8:00 to 18:00, and the 1st of November is a public holiday. For a request opened on the 31th of october at 17:54, and closed on November the 2nd at 10:37, the system counts 12hrs and 43mins. Actually, it only took 2hrs and 43mins. Thank you for telling me
SDP Back up question
I am looking to make sure that my SDP DB is being backed up by our daily server backup. I am running v6.0.0 build 6003 on a Windows 2003 Server. I am using the Mysql DB that came with SDP. My server administrator has informed me that the server is using a program called Retrospect for daily backup. Will retrospect back up the correct information from SDP? If not what back up systems are people running to back up SDP. Thanks in advance.
required fields
Hello, I have just noticed a bug when completing a call. I started to create a ticket that would be closed as I opened it, and forgot to select a required field; it gave me the notice that the required field had not been completed, but instead of keeping me at the create call screen, it created the ticket without the required fields. Could someone please test this and let me know. thanks Pete
6006: Preventive Maintenance Tasks
Hi For some strange reason, preventive maintenance tasks are no longer being actioned correctly :?. We have 4 tasks setup which should be actioned daily. Today, only one of them appeared under requests. The day before, none appeared but running them mainly, pushed them into requests. Any idea what the problem could be? :)
Upgrade problems
I am starting to test the 6.0 upgrade for may company's data. Here are the steps I took on my test PC: [list=1:e0cb4a9f4e] * Installed a 100% clean copy of build 5507 * Started SD+, logged in, shut down SD+ * Restored the most recent backup of our production data * Started SD+, logged in, shut down SD+ * Installed SP22 hotfix to upgrade to build 6000 * Started SD+, logged in, checked a few things, and everything appeared functional * Attempted to install SP28 to upgrade to build 6006 During
Request - Location
I am in need of help, the company I work for has 50+ branches around the UK e.g Leeds, Manchester, Birmingham etc., with no departments within them, unlike the HQ which has several. I currently enter branches as locations, but I also have to set up branches as departments, as there does not appear to be an option within creating requests to select the location. Have I missed something somewhere, or is this by design or a flaw?
daily scheduled report
I have a daily scheduled report that fails most every day. Can you please take a look at the attached screen shot and let me know if you notice anything wrong? Thanks! Carolyn
Please extensively test the next patch.
I'm on 6005 now and would like to upgrade but the pattern that has developed with each patch causing a new problem, I'm not confident in doing so.
Localization to Hungarian
Deat SDP Team! Thank You for your great work and product that we keep on testing for some time now. Please let me know if you have received my letter of 04.02.2007. and what your answer is. Felad�: Klung M�rk K�ldve: 2007. 04. 02., H 22:22 C�mzett: support@servicedeskplus.com M�solatot kap: Schulcz Istv�n T�rgy: RE: [Request ID :##51845##] : FW: SDP to Hungarian Dear SDP Team! We have managed to get a professional translation of the language files you have sent us. I am aware that we might be a few
Request Templates
Hi we would like to use request templates as easy and quick tool for requesters, so we create some basic templates. Everything works great, but there is one problem. We would like that requesters would simply choose template and add only description to it. We don't want to give them opportunity to mix up request details, owner details and category details. So it's good that common users don't see that fields, but in other hand, requests created from templates by non-technicians are missing this defined
Dept. list missing values in Requester's record
We need to manage a number of Departments (about 50) in different locations. I've created about 20, and then imported users list from a CSV file, including a column with the appropriate Department name. All went fine, but now I'm facing a strange behaviour: if I create a new Requester, the Dept drop-down lists just a part of the complete Department list (14 ?). More, if I delete one Dept into the appropriate section of Administration, th drop-down list kind of "pops out" one of the 14 listed, adding
Reminders do not seem to do anything!
I have tried setting reminders but as yet have received no notification of any kind from them they just come and go and do not actually remind me. Is this a bug?
Presale question: Workstation scanning
Hello, I do consulting for several businesses, ranging in workstation size from 5 to 25. Doing a workstation scan and having those assets documented broken down by client/business would be very helpful. I am confused as to how it would work: 1) I assume that I have Servicedesk installed on my server 2) so how are the remote workstations scanned? An application I run while onsite? Or is it something ActiveX related while browsing to the server? Would Servicedesk be a good program for me to implement?
splitting a request
What are steps into SPLITTING a request (not copying or duplicating)?
default value for web portal login - domain name
hello, I have a few different domains and would like one of them to be the default value at the user web portal login. Right now it defaults to "choose". How can I change this? thanks.
Mail Fecthing and Assigning Issue
Well we finally went live yesterday and everything is running fairly smooth. I really only have one problem right now. When someone emails our Help Desk and Service Desk Fetches the Email it automatically assigns it to one of our Tech's. Any ideas on why it does this? We are using 6006 Thanks
Software Scanning on 6008
I just installed build 6008, when I attempt a software inventory scan, no software data is populated... When will this be fixed?
Restore Database not working (6004)
Hi, we using the 6004 version. If i would restore a backup, it will be not complete ending, only a small part are restored. The Restore Program not said that the restore are finished, the program shutdown himself. I attached the SDPRestore.log But I need the Backup. Can anyone help me plz? Sebastian
Contract Renewal
hi i have an issue where i renew contracts, (contracts are associated with assets) when the contract expires it shows up in the inventory for that particular asset after renewing the contract and making sure the asset is associated with the new renewed contract the asset is still showing as being out of contract. this happened with version 6 as well as 6007 build, it is really annoying as i now have no way of figuring out easily which assets is out of contract and which one isn't also i believe there
Java doing strange things?
Checking the event viewer logs on our server we are receiving a lot (a couple a minute) of kerberos errors. Obviously created by SD+ as they also appear on our old server. There are also a great deal of pings being sent out from java which I don't understand. However, whatever java is doing it is eating up memory as after several hours the memory useage grows from 250MB to over 1.5GB which is obviously degrading performance. All scans AD/Network/Domain have been turned off. So what exactly are all
Ticket with SubTickets
Hi, Congratulations for this forums, are very useful to all This is a requirement for new functionality I have used other tools that allows to create a subticket from the inside of the main ticket, making possible only closing this main ticket when all the subticket were closed Keep doing this great tool
6008 Upgrade - No Notification
We have just recently upgrade to 6008, and now technicians and requesters are both not receiving notifications to emails. I have tested incoming and outgoing mail which both work but technician notification and requester notifications seem to not be working. This is essential and support would be great. - HoopD
windows domain scan
just registered the program and i am now attempting the full windows domain scan for machines. we have many that are failing. question: when it says "Connection to RPC server in the workstation failed." is there a way to fix this with a group policy setting domain wide? question #2: when it says "Either access denied for the user or the remote DCOM option might be disabled in the workstation." is there a way to fix this via GPO?
Asset Warranty on Workstation
Where do I add the warranty for a workstation asset? I assume as they are probably the most warrantied asset is is there somewhere I am just missing it. Thanks.
Why � ?
Someone can tell me why when I receive an automatic message, it appear on this strange form? ...messaggio attesta� la conferma della sua richiesta che è stata... This sort of � are always before and after a special character as � � � or , This problem appear since I had make the uprade to the Italian language. Tks
Editing Notes in Request
When I try to edit a note in a request that has multiple notes I can only edit the last note created, not a previous one; even if I've clicked the edit icon next to the older note I wish to edit. Is there a fix for this?
Asset in Request
Hey everyone, I'm testing out the new release of service desk 6 and so far it's great! However I've looked everywhere and can't seem to find the ability to attach an asset to a request, like you can attach the workstation. I've found the option of "item" under the category / sub category but I understand that can be for anything. Forgive me if this has been addressed, or is still pending with new releases, but how do you add an asset? Thanks! Eric
looking for the professional communities opinion.
Good evening all, given the glorious move on advents part to provide off the shelf support for SQL server as part of thier service desk offering. however. having studied the backend structure of the SQL version database i am somewhat surprised to learn the following. The database architecture is that off merely flat tables (no procedures, triggers, views etc). with this in mind the only possible method that an application (in this case servicedesk plus) has of accessing the data is by use of "on
Report Critical Alarms on specific device
Hi, In MSP , is important to show to the customer the number of critical alarms on a device , and the time until they clear. This way , we can show that beacause we are notify immediately the customer IT team, will help this team to recover the device , sooner that before, so the MSP service is a real addtional value. How to prove this? which report could we use? using tickets by alarms and show the duration? And when an alarm is cleared , is possible to close the ticket related to the same alarm
Date to big int?
Hi, I'm trying to find a way either through SQL or php to convert a date to bigint where it will be inputted into the MS SQL database so that the original front end application can read it. So how would I go about converting? The reason behind this is that I have been handed the task of developing a PHP front end so that field technicians can complete tickets using their PDA's internet connection. Thanks Dominic
ServiceDesk+ Trial on SUSE 10
We have installed SD+ on a new Suse Linux Enterprise Server 10 for a trial. However the webserver does not load and the database claims to have failed too. When we look we can see a number of DB instances running. How can we get this SD+ webserver running correctly? Thanks....Rob
Seamless Login Using AD Accounts?
Hello, Is there a way to automatically login requesters based on their AD User accounts into the helpdesk system. This would be a great feature one less password users need to know? Thanks, Ed
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