Error message when save and close resolution is clicked.
Getting the following error when save and close is clicked in the resolutions for a helpdesk. maybe a bug with the system just so you know. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Access right
I don't want the technicians to access the Contract and purchasing part. But if I create a new role with full access on Request and solutions, they cannot update the due date or see the report. How can I have techinicians both being able to fully update all fields from a request and see the reports ? Thank you Loic
Request form customiser for technicians view
Hi there, It would be handy if you could add a request form customiser option for the techincians view of created a new request. This is so we can hide the workstation ID field if we do not use the inventory part of the application. Cheers Carl
Reminder of Features.
Hi, First of all I'd like to say that the new features implemented in this Update are fantabulous. The reporting Tool has been greatly improved. I would like to remind that it would be appreciated if few features were implemented a little sooner. 1 Full Active directory Synchronization. 2 MS-SQL Support. 3 Exchange Server Support. 4 Improvisation of the Purchase Order process. 5 Directly adding Workstations as assets, so that its easy to maintain inventory of Desktops/Laptops. 6 Only the role for
Adding HTTPS functionality and self-registration
Hello all! Newbie here! I love the product! Servicedesk has been live now in our organization for 4 months now and works great. The latest update solved my reports issue I was having. Anyways, ever thought about adding HTTPS functionality? We have an extensive force of mobile users. It would be nice if they could still submit tickets if they're out on the road, can't connect to our internal network via VPN. Also, it would be a nice feature to allow self-registration for users as it would lessen workload
Category not showing
The category does not show when viewing the Resolution Tab or the History Tab.
REQUEST ---- Tech - Private Solutions
Can you in a very near release add functionality to create solutions that are visable to tech's only? This would allow us to post certain documents and or fixes to common problems and do away with our techs bouncing from lotus notes to SD+ -Mike
SD+: TBug - Transfer of tickets to other techs misses TASKS
I discovered today on the ticket->Action menu the ability to Add Follow-up Task. This basically allows you to specify a few tasks to accomplish while in the process of fulfilling the ticket. I assigned myself a few tasks to test this, and saw that they also assign them to my personal tasks list (seen on the home page on the yellow square) BUT, because I'm leaving next monday for a new job, I was asked to transfer all my tickets to someone else. I dutifully reassigned them to this other tech, but
SD+: Update of time entry by me posted as other tech
After participating in a webex session with AdventNet, we were able to show a resolution on a ticket that I've transferred over to another technician. However, when I added the time entry, the entry went in with the assigned technician's name, and not mine. While I can understand keeping time entries to the assigned technician, there are examples when you don't want to assume ownership of a ticket just to show that you did some action on it, and then reassign the ownership back to the original tech.
SD+: Single quotes in names doesn't show
We have a guy whose name has single quotes (as pulled from AD). He's one of our technicians now (was a requester until we purchased more licenses). I'm attaching two screen shots showing how his name does NOT show up in the Request Summary screen, but his name does show up in the ticket itself when looking in the ticket details. Justin
SD+: Suggestion - Notification improvements
Having gone "live" recently, and having been affected by the changes in notifications lately, I'd like to make some suggestions for improvements. 1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets). Suggested solution(s):
BUG: Request reopening closed ticket loses tech assignment
In version 5501, when a closed request is reopened with an email, the technician field gets unassigned. Justin
report generator
Hello - I need to run a report that calculates total calls closed by technician and shows the following information: Fields = Call ID : Call Description : Call Resolution : Open date : Closed date Grouped by Technician Date Range = not required, needs to be run since database started. Totals = need a sub total for each technician and a grand total for all calls. I have looked through your list of reports and none of them allow you to see the call and resolution data, so I think I need to run a query
how to add new solution
How to add a new solution. I can not find any way to do it . it seems like there is some thing missing in the new solution tab (solutions>add new soution). there is no button to register the new solution added. thanks in avance in helping me
SOFTWARE REPORT REQUEST
Hello, there's a way to have some reports of software managed, excluded, prohibited and unidentified (total and for machine)? thank you
Notifications in groups
Using version 5501, when a ticket is moved between groups/queues, the nofiction does not work when the ticket lands in the new queue. It works fine when the ticket first arrives, but not when the ticket is moved between groups. Any ideas?
Schedule Request
Is it possible to schedule a request. I am not talking about preventive maintenance. While creating a new request, is it possible to schedule it for future time.
Linking Vendor to Request
Is it possible to link the vendor to a new request, so that if a new request is setup and an outside vendor needs to be called, we can select the vendor and there contact details can be pulled up.
Company Logo not showing on reports
We are in SD+ - version 5501. When we create reports, the logo for 'Acme HelpDesk' shows up on the reports - how can we get our corporate logo on those reports (our logo shows up on the login screen/requester form, etc) - just not on the reports. Any help is appreciated! Thanks.
Home - global view - open v on hold
Hi guys. Just to make things "correct" for later reports, I decide to go through the jobs and put them all in the correct categories. Home Page, Global View sort by category. One by one I opened the items in General until I was on the last Open job with four On Hold still to alter. Completed the Open job, went back to the screen and General did not show at all. +++ Is there an easy way to mass change things like categories? I now want (?) to go through the closed jobs and recategorise them, is that
Jobs in queues showing as unassigned
Hi Jobs that are assigned to technicians show as being assigned to them which is great. I want to be able to assign jobs to queues/groups and know that the jobs are in that queue/group i.e. 'assigned to' field shows what queue the job is in. This would help us because when we have small projects that involve different teams we need to be able to let the group see the same job. We have set up a queue for all teams involved so there is no problem there ,it is just SD+ shows it as unassigned when it
Service Desk Plus with Arabic Users
When Will the Service Desk Plus have Arabic Titles ? :?:
How to not use Administrator account
Hello, I would like to know if it's possible to remove the Administrator account from the technician list. I've no so called "Administrator" person in the technician pool and I do prefer use actual name. But this one is blocking 1 licence. Thank you Loic
Password for local Admin account
Does anyone know how to change the default password for the local admin account Thank you :oops:
PO Image error
Build 5500: There is a bug in the PO/Organization logo option. It appears to not allow you to load your own company logo. It it does show up correctly on our PO, but the image in the Organization module is not correct.
Error creating report:
Dear All, While I'm creating custom report it show this error message. how can I rectify this? John HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the
Mandatory Field
Hi, I have set several field as mandatory field, every field is working properly except Category field, I can add a new request even i don't select any category. May I know is it an error? Have anyone got the same situation? Please advise, thanks. Kindest regards, Katherine Chan
Simplify entering a Request
This has to do with entering a request. Is there a way to incorporate adding additional fields within the request as the data is entered by a technician? We would like to be able to enter the resolution, time spent, and close the request at a minimum. Reason is that most of our support is phoned in and taken care of during that call. It is not fluid to create the request then open it back up to enter time, resolution, etc...
Email/Request auto-reply loop
Hi, We have had a couple of problems with requesters email auto reply and our service desk auto reply. If a requester sends an email, service desk will send one back saying we got the email, thus the outlooks requester vacation auto reply sends a message back. This loop continues untill about 100 emails, what is the best way of going about fixing this loop. Thanks, Hoopduerr
What is currently scheduled to be in Q3 or late 2006 release
Greetings, New to the product and community. Could a DEV or Support Engineer inform me as to what the current plans are for a Q3 release? I understand things are subject to change. Just looking for some things to look forward to. Please oh please ServiceDesk Gods AD Sync would be helpful! Let me know -Mike Network Administrator
SNMP asset scan
Is there any way to or plans of being able to scan network with SNMP credentials to pick up assets such as routers, switches, printers, etc..
Feature Request
Another good feature that should be easy to implement would be that of a e-mail notification option (Toggle On / Off) when a tech adds a new annoncment to all users that have a valid support sign in. Or even alow us to input a address to send an e-mail to. As most oranizations have group e-mail setup or a general plant e-mail. -Mike
Problem with WorkOrder.do
Sometimes when loading a ticket, the page will hang trying to lookup machine name scripts. I have applied the latest service pack. While viewing the source code, I have narrowed it down to this: There are five scripts loading directly under the title in the head of the page. The code entered on the page is: <machinename>/../scripts/<script>.js All other script references on the page are fine, but those five are causing this page to fail.
ServiceDesk Plus Database Clean Up Operation
Just like one of those classic weight gain problems. We found that a few customer ServiceDesk Plus databases have taken in all the junk emails (food) such as Out of Office replies, mailer-daemons, and acknowledgement mails. And just like one of the classic weight gain issues, this too might affect your ServiceDeskPlus Operation (heart) over time. Here's how you can overcome this problem and keep SDP healthy and running. We are starting a Get into Great Shape Program , in this operation - You need
Many errors seen by users, and me when doing a print preview
I have been receiving reports that when IE is called from an application (that is used to have users submit a ticket for help) and the cache & history have been cleared, that the opening screen generates an error (Shown immediately below). 1) Clicking Personalize � pops up another window with the ServiceDesk login page 2) Clicking icons, headers (to sort) causes error 3) Using query to filter records causes same error as 2) 4) Clicking Attach a File causes same error 5) Clicking on name link pops
Time Stamp
i have updated the build to 5501. as it was mentioned that in this build the bug is fixe3d for the time stamp. but still i am facing the same problem. still it is not showing me any result instead if i customise the report for time stamp.its giving me below mentioned error. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request.
Webpage error when auto refreshing
After installing the new version of SD+ I've noticed that everytime the request page auto refreshes, there is an "HTTP Status 500" error webpage instead of the requests page. Why is this happening, and once I click on refresh it is fine. This gets very annoying !! :evil:
Searching 'Time Spent' Fields (and other showstoppers)
Hi We're currently evaluating the ServiceDesk Plus and SupportCentre Plus packages and have come across a couple of issues that I wonder someone might comment on. First thing is the 'Time Spent' field - we would use this in the following way: Once a request is added, the engineer would put an action in for everything he does - ie if 10 minutes was spent investigating the issue on the web, an entry of 10 mins would be put in, describing this. If the engineer then remote controls a PC to try anything
Reporting Question
Hello - I have been creating some reports in crystal reports and have come across a slight issue. A lot of our calls are closed at the point of opening; for example a password reset call never goes into a queue, it is closed when created. The issue I have is that ServiceDesk does not log it has been closed in the 'History' tab, it only logs the creation. So, when I go to report against call closures by our technicians, it does not give a true reflection of how many they have closed. Has anyone ever
Import of an inventory item?
IF, a big if, I am unable to rectifiy the workstations not being ID by either the Domain or Network scan, is there import options? I have other pieces of software that get me an inventory that could be exported and then imported to the ServiceDesk software.
Next Page