Initial Setup - CSV Help
Im doing the intial setup and have a list of requesters that I've created as a CSV file. After selecting the various columns and clicking import, I get a HTTP Status 500 error. When I check, it has actually imported about 15 users but errors after that. It's being installed on Windows Server 2003 R2. Any help would be appreciated.
Email problem - The given from Address is invalid.
Good morning everyone, i'm trying to configure an action for App. Manager to send a simple email but when i press the Execute green arrow to test it, i'm getting the following error :"The action TEST EMAIL has failed. The given from Address is invalid." In the admin options, my SMTP server is set with a working email, then for my specific action, i'm using an email on an another email domain. But i can't make it work for some unknown reason. My "from" email is working for our other monitoring consoles
Change Management w/SD Plus
How is everyone using SD PLus to implement Change Managment? Thanks in advance. Invision
Reporting and new version
Were there any changes to the database schema with the release of V6? If there was I can then update my links etc.. in crystal reports. thanks Pete
Notification problem
Here is the sla setup i have at the moment. for some reason there is an extra ( at the end of prority why is this and how can i stop it? is it to do with the "<" that is setup to describe the SLA? as it used to work. SLA Aragement Email Tech Recieves (same problem with requestor) Notfications
Importing information from AD
Although SD6 made the changes to allow selective information get import from Active Directory, but it seems to me it only works for 'Requestor'. When I import from AD and select 'email' only, the 'Requestor' behave correctly but 'Department' information still get populated across, not to the 'Requestor' but to the 'Department'. Not sure if there is a way to stop populating 'Department' information from AD or not. And, are there anyway to perform a 'bulk' update to 'Requestor' say update a list of
NOTE to technican
Requestor can submit NOTES to technican, but the technican will only receive an email saying there is a NOTE for a particular log number, and they need to go and search for them log, open it and look for the NOTE. Will it be easier for the technican is we can customize the NOTES to include the URL link of the log in order to make the whole process more efficient. KL
Insufficient audit for the approval process
SD6 has got approval function in it, but the problem I can see is both the approver and the technican can approve the request, and there are no audit showing 'exactly' who approved it. KL
automate data backup
Is there any way to automate data backup? Thanks! Carolyn
FeatureRequest: Enhanced WO-States
Maybe you can integrate in one of your next releases some more possibilities for the Ticket-State. I really would like to see two "closed" possibilities (as maybe somebody already seen in OTRS). - closed successfully - closed unsuccessfully This maybe helps in analyzing the requests... At present it's possible to edit the states. But i'm not shure if its possible to create these items in the current release. thanks F.
Multi department request form
I work on a technical support desk for a mobile phone company in the UK. We're currently trialling service desk plus for use as an internal helpdesk system. We have got it running exactly as we need it. However things have changed and I have been told that the new system will have to accommodate our billing department. They also receive internal requests through an existing system. The problem is Billing have their own requirements in the way of custom additional fields such as account numbers etc,
Requestor gives approval if the given solution is acceptable
After the technician solves a problem, the requestor will check if the solution is OK. If his problem is solved know, the requestor will need to close the request. Is this possible in the current 6 version? Or can only the technician close a request. If so, is there a workaround known.
ServiceDesk Service Pack 24 is not support with SQL Server
ServiceDesk Service Pack 24 is not support with SQL Server
SD6, Notes Disappear when editing a ticket
I noticed I had some notes on a ticket but due to the apostrophe in the subject line bug, I had to edit the ticket and remove the apostrophe and noticed after I saved the ticket, that the notes had disappeared. I then tested on a different ticket...I added a note, hit edit on the ticket, didn't change anything but just hit save, and the notes were no longer on the ticket. Derek
Problem fetching mail
We have a problem after upgrade to version 6 of SDP. Mail fetching last succeeded before the update and is now not functioning. - POP3 service is running on the mailserver. - Tried to stop fetching, restart the SDP server, and start the fetching after that None of this worked. Does anybody know what to do?
user interface issues
The width of the combo boxes for certain areas are too small and categories with longer names are cut off - for example in the case of the drop down list and the pop up window for categories of assets.See screenshot 1 and screenshot 2 Also the field Product in the Asset Details looks weird for categories with names longer than 19 characters.See screenshot 3 Please help me in this problem. It`s impossible to select de categories with large names from de combobox and i don`t intend to cut off names
Request reply throu MS Outlook 2003
Hi! We have found out that if one person reply directly from Outlook, SD+ system creates a new ID nummer as previus. Conversations is not longer there of course and in History you will find something like *** Merge by System on Fri, 02 Mar 2007 12:07:53 Request Merged , Performed by : System Request id 10745 is added as conversation for the request. *** Please Help! MVH Meli
multiple approval on PO
I would like to know if i can have multiple approvals on a PO as in my organization, multiple approvals on a PO is needed. I mean by that when i send the PO to different persons the PO is not approved until all persons approve the PO.
Call on hold but call shows as overdue
When the call was on hold the timer used to stop and didnt show in the over due request. Is this a problem or has it changed now?
Issue Deleting a domain
Hi, When trying to delete a domain in SD plus, I get the following error message: FAILURE :Error occurred while deleting Domain. Please report the problem to the system administrator, with the Error Code - 1,172,453,266,846 Thanks for your help
Process Question for ServiceDesk Users
I know support has their hands full (and you guys have been great by the way) so this is a process question for users. I'd like certain categories of requests to require escalation and approval before they are resolved by the technician. How do you handle this through the business rules, if you do? Also, I'd like the purchasing manager to get email notification any time a PO is created. How do others have this set up? Thanks:)
MS SQL issue
I cannot use a named instance of SQL server. I am only able to use a default instance, this is a problem for us. Thanks for your prompt support.
ServiceDesk Plus 5.5.0 - Contracr Renewal Strange Behavior
I have a contract entered into ServiceDesk. The program has not yet reminded me that the end of the contract is approaching when I renew the contract. A few days after I renew the contract, I am reminded that the contract is ending soon. Will I be reminded forever that the contract is ending even though it is renewed?
Upgrade to SD+ 6: Error when stating MySQL
I have updated SD+ from version 5506 to 6000 in my test environment. After the upgrade SD+ won't start with the following error in the event viewer: Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 1-3-2007 Time: 12:22:33 User: N/A Computer: xxx Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. Is it possible to fix
Migrate Service Plus to new server
Hi, Hope you can help - I want to move Service Desk Plus from one server to another. Is there a procedure in place for this or is it simply a case of backup and restore once installed on the 2nd server. Thanks Etnic
SECURITY ISSUE: Passwords stored in plaintext in DBLog.txt
After the installation of SD 6, I looked through some of the log files because the engine would not start. Within the DBlog.txt file, I saw that the password for the login used to configure the database is stored in plaintext in two places. It is not the largest security issue, since a person would have to a) be able to access the server locally or via default share, or b) be able to browse files via a web browser, but it is still not a good thing.
MS Sql Server <> MySql
Does service desk work with MS Sql instead of My Sql? thanks
Requestor gives approval if the given solution is acceptable
After a requestor gets a solution from a technician, is it possible that the ticket will be closed automatically after the requestor has given his approval that the problem is solved. If the problem is not solved the ticket should be sent back automatically to the technician. Is there already a solution for this?? Thanks in advance for your help.
Support for IE 7
Any idea when SDP will officialy support IE7?
Active Directory Scanning
We just upgraded to Service Desk + version 6 and had the same problems as everyone else. Then to fix that we upgraded to 6002. The original problems went away, but now we can not scan Active Directory any longer. The same domains that were being used before with the same credentials. Service Desk see the domains, and actually scans them but all of the Workstations and Users (requestors) fail. Has the way to authenticate AD scans changed in version 6? thanks Ryan Guiney
SD+ 6 problems not fixed
Found some problems in SD+ 6. These problems are not fixed by hotfixes. 1. Wrong memory values on inventory. I see KB instead MB and MB instead GB. But MySQL database store correct vaues. 2. Business rules add and reports editing doesn't work for Russian. Look for details: forums.adventnet.com/viewtopic.php?t=41651 and forums.adventnet.com/viewtopic.php?t=40351
- How to register ServiceDesk Plus to the DNS
I'm trying to register the SDP hostname into the DNS so users outside of our network can utilize the Self Service Portal. Can anyone help me with this. It is installed on Windows 2003 Server Web Edition Thanks Maurice
Logon creditials not saving in Firefox 2.0.0.2 or IE 6 SP2
Even if we check to stay signed on, every time I open SD+, the logon screen is blank. Firefox also won't remember my credentials? I tried IE, though I don't use it, and got the same result. Ideas?
Reistering DNS
Hello, I currently have SDP installed on my Windows Server 2003 Web Edition. I was told that in order for my clients outside of our network to use the Self Service Portal, I will need o register the hostname in the DNS. I do not know how to do this. Can anyone tell me how to do this? Thanks Maurice
SD6 - Cannot make Sub-Category a mandatory field
Making the Sub-Category field a mandatory field causes an "Exception : [object Error]" message when trying to create a new request or save an edited request.
SD6 - Request Approval Link not working
When submitting a request for approval, it uses the $ApprovalLink item in the email message. This tag causes the HTML Code for a link to appear in the email message but cannot be clicked on.
Network Scan
Hello, we've recently purchased SD and we love it so far. One of the big reasons why we chose SD over other Help Desk software was the network scanning feature in order to replace our dated way of inventorying workstations. Right now we're testing out the network scan focusing on one branch and we've encountered a few problems. The lowdown : we set up all of our workstations ourselves so they are configured the same way! At first we had the error "Connection to RPC server in the workstation failed"
Upgrade to V6
Hello there again! I've bought SD+ V5 and i had the last upgrade pack installed (actually i have BUILD 5507) My question is ... i want to upgrade from V5 to V6 ... i just need to use the recently released Upgrade Pack (Build 5500 ....5507 to Build 6000) ? Appreciate your reply's! Thanks
Can't install hotifx with MSSQL install
I just downloaded the hotfix and tried to install. However, I got an error stating that the update cannot be applied to MSSQL installations (which I have). How do I apply the update? Do I use the changeDB utility to change it back to MYSQL, apply the update and then change back to MSSQL? Thanks
Import users From AD not finding all of the OU's
When we do our import from AD for importing our users, It is not finding all of the OU's the users are in. We have over 100 OU's. Is there a limit on how many it will display for importing? We have 1970 users imported now, but we should have close to 2300.
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