Blank page after login
After adding a new request the the start page from ServiceDesk Plus (7000.17) is blank. The login page displayed normal and you can login, but after the login you only see a blank page not the startpage. How can we fix this problem?
Task History
Something pointed out by a colleague today that I had not noticed previously: When a task is logged the recipient of that task receives an email. That works. However the email is not recorded in the conversations section of the task. Nor does it appear in the history of the call. Our concern is that if the the technician deletes the task, there is no record that it ever existed. Am I missing something ? If not can we please add the task to the history tab and/or record the email. Preferably both.
Hey how do I?
Does anyone know how I do this?
Edit/Update Request Details and Requester Details Bug
Hi Support, I am using Build 7015 and when I try to edit the Requester Details (Custom Field [Text box])from the View Request, and click Update. The value for that field is not saved.
Searching for a requester - blank window
When creating a new request, we are trying to add a requester from the Requester List by searching for them and hitting the Go button. When we find the person we require, we click their name to select them. We then get a blank window that must be closed manually. This happens in both Firefox 2.0.0.14 and Internet Explorer 6, SP2 We are using Version : 7.0.0 Build Number : 7015
Feature request: Send notification e-mail based on priority
Would it be possible to make it so that we can set the HelpDesk to only send notification e-mails for requests over a certain priority level? ALSO It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
Slow web GUI from remote PC
Hi there, When we try to access DE web GUI from any remote PC in the same network segment, it is noticebly slower compared to accessing the web GUI from the server. There is no network restriction in place. On the same server, we also have OpManager and ServiceDesk Plus installed, and the remote access to their web GUI is very responsive. Any advice? Thanks! -Eddie
Browser constantly starting and Additions Ops Manager icons
I am currently running Ops Manager 7 (7020), which has been upgraded from version 6.0. Some time ago when I was at version 6, the browser (IE) would open in the console and go to the Ops Manager login screen. Now that I am running IE 7, it just opens another tab. Also for some reason I get extra Ops Manager service icons starting in the tray bar. So if I don't close these out for a while I end up will heaps of tabs and icon, all-in-all rather messy. How can I stop this? Many thanks
Customising request forms per product
Hi, I've just installed your software and I'm trying to owrk out how I can customise a request form based upon the the product that has been selected. Our products are quite diverse and we need to collect a lot of information (userid etc) for some of them in order to debug. We don't however want to show these sensitive fields for every product? Is this possible?
Bulk import and User Template
Currently I'm evaluating ADManagerPlus and I'm trying to work around the following: How can I specify/define a template name in the CSV file? I have already defined group membership and mailstore assignment via the template but I also would like to define other fields in the CSV file. givenName,sn,description,template??,password,postalcode Thanks.
Import old request to SDP
I'm starting to using SDP and I have and old Helpdesk application that can export its records to .TXT or .XLS. Is there anyway to import this records into SDP so as to keep history? Thanks a lot.
can not uninstall servicedesk plus.
hi, i am evaluating servicedesk plus and after the period has expired i can not uninstall it.So i can not reinstall it. any help? thanks.
Monitoring WebSphere 6.1.07
Hi, I try to monitore some IBM Websphere application in WAS 6.1.0.7. We work with cluster and the administrative security is enabled and "plugged" on a Microsoft Active Directory. I installed the application perfServletApp as it said in the prerequisites and the PMI is activated. I map the security role on the admin user (ad user) When I test the URL in the help I receive the answer in the attached file. When I configurered the monitor, in the Systemout.log on the server it was: [perfServletApp]
Autoclose Request Option Breaks SDP App in build 7018
Hi all, I've just had to have a remote session with Adventnet to get my system back up and running. The request closing process under Admin/Helpdesk Customizer/Request Closing rules must be set to manual or you will end up with a system that you can't use. It slows the system to a halt and you can't access the requests tab at all. I have been informed a fix is being worked on and would like to thank Adventnet for a prompt response to my reporting the issue via my UK supplier (Networks Unlimited)
How can to change the dial graph for created Category
Hi, I created new category - "PBX" for new devices AVAYA. Can I change the dial graph for this category ? In the 'opmanager_snapshot_dial.xml' this category not present. Slava.
Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Alarm filtering sugestions as a roadmap
Hi all, I would like to sugest as a roadmap to the next releases some improves in the "Alarms" filtering/search. It should be possible to filter/search alarms by date or a data interval, category and source. This can be very helpfull to perform a quick troubleshooting! Tks in advance and Best Regards, Raquel
Ticket Sequence No. not normal
Hi we are still running SDP 6 seems our ticket no. sequence is not correct. i suspect something not correct. As no. of cases in a month is around 500-600 but the Ticket sequence no. jumped few thousands. any option to trace what happen to these nos ? all our ticket nos have subject line with ###23442## format, so each case will merge to its own. appreciate any reply on this. thank you. regards, vijay
Aggregated Web Service Current Connections
Is it possible to add together the results of several web server CurrentConnections to get a graph of total connections across several web servers? Cheers
Merge - Question/idea
I just realized that (using build 7011) when you merge two items and a user sends a request referencing the request that was "merged away" it creates a complete new request. For example - User Request creates ID 10 User Request creates ID 11 I merge them and end up with ID 10 User sends inquiry about ID 11 with ##11## in their subject Service Desk creates ID 12 with this inquiry I haven't tested the User Web Portal so I'm not sure if the user will be able to find ID 11. Is it possible in a future
Add location to computer details
A spot is needed on the computer details screen that would allow you to put the location of the computer. Preferably allow you to put department and the user assigned to the computer if there is one. Similar to the asset tracking in service desk plus
Monitor a UNIXWARE
HI to all. I need to know if is possible monitor a UNIXWARE SO with Application Manager.
Extensionattribute as attribute in report
Hi, I need to produce a report which lists a custom attribute from the Exchange Advanced Tab, extemsionattribute2 in a regular report with other attributes. Is it possible to add custom attributes to the reports? Thanks,
Employee Self Service Portal
Hi, I am evaluating the self service portal, i want to know can i configure it that it will let the users change the password on their own? I mean can they change the password without the intervention of the administrator? I did select the option "Reset password" for the Self Service Portal Roles, but i could not see any option to change or reset the password. Please help
Filtering on subcategory
I would like to be able to write a filter on sub-category. When I do this, it lets me save the filter, however, it will not let me use it. When I go to apply the filter, there is a syntax error. It seems like it is just true of the subcategory field.
Multiple Reports In One PDF
We are currently having to generate three separate reports into three different PDF / Excel files. Is it possible to combine these into one report file? The queries are below. SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.CREATEDTIME 'Created Time',wo.TITLE 'Subject',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status',aau.FIRST_NAME 'Requester' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Reporting on new request type fields
We can't use the wizard for quick reporting against the new request fields just released. Is there any ETA on this fix?
Work Orders
Are you able to create work orders in SD+? For example, we have a long list of items that must be completed when a new person is hired: they must receive email, they must receive a network logon, a phone extension, a computer must be set up, etc. Currently, we have created "Request Templates" which have all these requirements as individual tasks. However, we would like to know if there is any easier method or if these can all be linked as a work order so that when one is completed a) the master technician
TEMPLATES
If all fields are active in request customiser how can you keep them mandatory for template 1 but optional for template 2? If you select manadtory on template 1 it HAS to be mandatory on all other templates which is daft!
Need to edit request to have related key information change?
We just cleaned up our departments and got rid of a bunch of old junk (misspellings on department names, duplicates, etc...). Now it appears we have to launch into EVERY request to get rid of the old departments on our reports. This could take weeks. Immediately, when we launch the request the new department appears, but not until then. Is there any short-cut to getting these to show?
Asset Report based on Installed Software
Hello, I want to report on workstation specification for all workstations running a certain piece of software. This is something we regularly do on our existing system (SDP not yet live). I can't see how to do this because the workstation spec and the software are in different tables and the new custom query option only works with one table at a time (I think????). I don't know much about SQL reporting but I guess this is why I see all so many requests for bespoke reports in this forum. (I also agree
Add link to external site
Hi, is it possible to include a Tab or link in the Jump to menu to an External website? I want to have a Forum site besides the Service Desk. People have a lot a question and i want them to share their knowledge. Regards, Jeroen
Attachment path
Hi, Currently, the attachments are stored on the installation directory. Is it possible to change the attachment path, so the attachment can be stored on a different path or a different server? Thank you,
VPN
Need a report on users who do not have "deny access" listed under their "dial in" tab under user properties. Ricky Nichols
Arabic Support
Hi, I am wondering if your application support Arabic officially as unoffically it does ? I did download a trial version and tried to import our active directory users, which are all in arabic and it did work. The version which I installed was 7014 now today I installed the hotfix 7018. During the hotfix installation I noticed in the command prompt window that some of the data that was arabic was shown as ??????? marks as in dos prompt you cannot see arabic data. But after the hotfix installed, and
Drag and drop of documents and e-mails
Hi Team, A very cool feature would be to just drag and drop files and mail messages. Is this planned for the near future? At the moment we are getting a lot of e-mails in our Enterprise mailbox, problem is that we do not support IMPA4 or POP3. So we are not able to sent and receive directly so we type all the mails manually. Sometimes we have a lot of documents related to the call and adding these are very time consuming. Thank you
ntfs reports
Hi Is is possable, in the ntfs reports, to get a list of permissions on a folder, and recurse the groups to get just the users from the groups who have access to the folder? Cheers Darin Darin Quick
Including sub-category in Business Rules fails with error
We get an error message when we try to include "Sub-Category" in any Business Rules. Even if I build a very simple rule with only a Sub-Category I get this error. We are using build 7015. FAILURE: Error while saving the Business Rule Details. Please report the problem to the system administrator, with the Error Code -1,215,096,664,749 I emailed this issue to support on 7/3 but didn't hear anything so I thought I'd post. Thanks
Notify Group by email when ticket closed?
Hi, I see that you added notify technician when ticket closed. That is great, but out other groups don't want to be bothered with our ticket notifications. Is there a way to only notify groups when thier tickets are closed? or have that added in a future release? Thanks for a great product and support!
USING REPLACEABLE TAGS
hi all, i made a web page which is supposed to send SMS to a group of people. the URL in the script works if the variable MESSAGE is hardcoded (e.g., wget http://10.120.123.27/jsp/alarm.jsp?MESSAGE="alarm") but not when i use the replaceable tag $RCAMESSAGE. are the tags available only from /apps/AdventNet/ME/AppManager8/scripts directory? thanks! [ops_user@phe-adventnet ~]$ pwd /home/ops_user [ops_user@phe-adventnet ~]$ more r3.sh #!/bin/bash wget http://10.120.123.27/jsp/alarm.jsp?MESSAGE=$RCAMESSAGE
Next Page