Sub Category
Hi All, We would like to be able to link a Sub Category to multiple Categories if possible? For example we have 10 categories which need the same Sub Category Artwork store for example this can apply to all 10 of the categories. Currently we have to create each Sub Category separate and then manually link them to each category. Not sure if this is something others want or not? Thanks Adam
How to skip service tag in Domain scanning?
In service desk Plus while performing Domain Scan e.g PC1, 2, 3, 4,5,6,8 if we scan PC7 it will appear and when we scan PC9 PC7 get disappeared in Service Tag field display 00, System Serial Number, 123456789000 In forums.manage engine.com we found that the issue is related to Service tag or IP address how to fix this problem or to scan with out service tag. (Service Desk Plus Version : 7.6.0 Build 7604 )
Ran DCPROMO on servicedesk server and cant set permissions to domain
I have been cleaning up my domain and one of things was building a new DC with 2K8. I did this and wanted to get rid of one of the 2003 DC's which was one who happened to be doing all sorts of SQL stuff and held the servicedesk. After running DCPROMO, all the access was stripped from the database and the windows internal database would not start and no domain account could access servicedesk. I set the windows internal database to local logon and it started but no domain accts could access it.
Changing schedule for a report
Hello, When I change the settings of an existing scheduled report, get the status 'Completed' and will not run after that. - What causes this reaction and what can I do to prevent this from happening? - And can I fix such a completed schedule to a valid schedule again? I hope someone tells me what I do wrong or what I can do to prevent this happening in future, Greetings, Jerry
Custom Views
We upgraded to version 7604 and now I have alot of technicians who cannot pick up tickets or create or modify existing custom views. I have asked them to upgrade to IE8 and the same issue appears. I have also removed their profile and re-added them back. Still the same issue. Any ideas?
Comuter assignments and assets
Since I upgraded to the latest build of SD my computer asset lists seems messed up. Computer assignments change with no apparent logic. Newly added computers seems to "overtake" the assignment of some old computers. For example: Computer A used by employee X, discovered by domain scan and assigned to employee X by auto assignment. Computer B used by employee Y, added to the network after computer A has been scanned and assigned is discovered by domain scan. Nedt, Computer A disapears from the assets
Problem with Receiving a Notification when a request is assigned to a group
Hello, Group notification is not working correctly. When a request is assigned to a group, the notification is not send out to all technicians which should recieve the notification. Only some of them receive it. I removed the technicians from the notification list and reassigned them, but this didn´t help. Please advise Version is 7.6.0 Build 7603 Thank you, Tatyana
SD Plus 7.6 down - Please help ASAP
We had a major power failure this past weekend. Now ServiceDesk Plus will not start. It just keeps looping through the startup so several SD icons will appear in the System tray. They all eventually go away but SD Plus does not start. Please help. I get the following error in EVENTVWR: "There may be a configuration problem: please check the logs." I've attached the startout.log file. Thanks, Tom
Report on associated Asset Componets
img{ *width:700px; max-width:700px; } I have seen in anothe post how this can be done but SQL Server 2005 does ot support GROUP_CONCAT. Can someone convert this into code that is compatible? SELECT res.resourcename 'Resources', GROUP_CONCAT(attach.RESOURCENAME SEPARATOR '\n') 'Attached Asset', GROUP_CONCAT(COMPONENTNAME SEPARATOR '\n') 'Component' FROM REsources res LEFT JOIN ResourceAssociation resa ON res.resourceid = resa.ASSTTORESOURCEID LEFT JOIN
Duplicates in ApplicationResources.properties
Hi. There is duplicates in ApplicationResources.properties file: sdp.admin.site.modifyrelatedsettings.copydefaultsettings.info sdp.admin.site.modifyrelatedsettings.referdefaultsettings.info sdp.admin.site.modifyrelatedsettings.customdefaultsettings.info
Request Templates and inner Tasks
Here are my problems: - I want to set a Request Template like "New User into organization" The request template collects all valuable info in the "Subject" and "Description" fields (new user's name, future email address, and so on) - I am setting at least two tasks: one for the AD technician, to create the user and one for the e-mail technician, in order to create the e-mail address for the user. Now the issues: 1) In the present situation, when creating a request based on such a template, both task
Custom Filters - probable incorrect localization of "and/or" in Russian
Hi, SD support! When creating custom filters in Russian locale "AND" rule (Match ALL) works incorrectly - selects requests as with "OR" rule. Looks like SD uses translated word in query instead of "and" - because in English locale everything is fine. Please fix it.
Cannot Find Auto-Assign technician Feature in 7604!
I've just upgrade SD+ to the 7604 build but cannot find the option to turn on the auto-assign feature. I've looked down the entire list of admin options but just cannot see it. Could somebody point me in the right direction please. Cheers John
Permission problem with roles
I have created a role, with permissions to only view requests & assigned it to a technician, I have ticked the box, Technician allowed to view - All in group & assigned to him. However when the tech logs in and clicks the request tab, they can view everything in every group? Why? Help?
failed upgrade now it wont start
I am running build 7012. I tried to do the upgrade and it failed out. I tried to restore from a backup and it still wont start. I am running this on a virtual server so i restored the entire environment to the 21st when it was working and still can not get it to start. environment: windows server 2003 2 gig of ram build 7012 Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Date: 2/27/2010 Time: 2:28:54 AM User: N/A Computer: UK-V-HELPDESK
update 7.5 to 7.6 - any issues? What's the benefit?
Hi everyone I was wondering if someone out there has experienced any issues with updating 7.5 to 7.6. Furtheron I'd like to ask what's the main benefit(s) in your opinion? We're not sure if we should wait for another major update, or just go for 7.6 now. Thanks for any input :-)
Scan Exclusion States
I know this has been asked before but I wan't to bring it up again. :) Dear Santa, To make my year awesome I would love to have the ability to set certain workstations as "non - scannable" Scenario: I have a domain laptop. It is initially scanned on the network to get it into helpdesk. However it's point in life is to be sent out whoop whoop away from my network to interface with some hardware out there. It will never be scanned again and the fact that it shows up in troubleshooting as
Assign multiple requests to a group
Is there a way to assign multiple requests to a different group, instead of going into each one, one by one?
SDP 7010 not pulling embedded images into Requests
Has anyone come across the problem of images embedded in emails sent to the Help Desk not pulling through into Requests? We noticed this happening ever since we upgraded to SDP 7010 last week. Instead of seeing the image, all that is displayed in the Request is a plain box with a red X in the upper left corner. We're running SDP 7010 with MSSQL back end and IE 7 clients.
SDP 7.6 vs Windows Server 2008
Hi Fellows, I am planning to upgrade my SDP server from Windows 2003 Server SP2 to Windows Server 2008, i would like to know before if there is a known big issues reported that may have major impact on this upgrade. Hi people from SDP can you please give your feedback here and recommendation. Please advise, Wanderley Ribeiro
ADS Inetergation & Domain scan will work in ServiceDesk Plus 7.6 installed in Linux?
Installed Service Desk Plus 7.6 in Linux server and unable to scan windows 2003 ADS Workstation & ADS Users - Requester (Import from Active Directory.). It is possible after configuring Samba or any document for configuring windows pc and server in Linux Service Desk Plus.
How do I set field options active/inactive for a specific field?
We would like to use ChangeType by adding new entries, but would like to remove Minor, major, etc. We've found all we can do is add new options.
Importing tickets
Hello, I would like to know if there is a possibility of importing my data from another source, i have been using an internal ticket submission and need to import them to ServiceDeskP so that when our client enters he can see all the ones we have previously work on, both are using MSSQL. Thanks in ADvance!
Apache off-by-one buffer overflow
is there a quick fix for the Apache off-by-one buffer overflow in 7.0.0 ?
iPhone App?
Any chance of an iPhone app for any of your products? I use several, ServiceDesk Plus most heavily. Just curious. Thanks, Tom
Permissions problem
Hi! I have a problem: I have created a role, assigned a specialist to that role. Everything is ok except that he can access Purchase module. He cannot create orders, but he can view orders. Please help me if I can handle issue by myself. Thanks.
How do I mark fields required on the 'New Change' form?
Anyone? Any Idea?
Can I set a new request to automatically send for an Approval
I have a request template for New Employees. The department manager sends this in. I want to be able to have the ability to have the system autoimatically send an approval request to the HR department when a New Employee request is put in. Is there any way to do this?
How to translate some labels?
Hi Everyone! Please advice, how can I translate some text labels to my native language, that are not translated initially? For example "ReOpen" (request) or "Approved". Is there are some files with these variables? Thanks.
Software licences
Is there a way I can add say a batch of 100 Office licences without creating 100 individual entires and then assigning them out to Workstations? Thanks
Additional Filter on Global View - Request Stats
Could it be considered for a addition in a future release to add a filter by Assignment group to the REQUESTS stats on the GLOBAL VIEW tab of the HOME page please. We typically assign to team and then the team picks up the request and assigns to a technician, so the Requests by Technician shows lots of UNASSIGNED. Having the option to report by Group would mean we have the instant dashboard view of where all the work is sitting to be done. Kind Regards, Andy
How to Change DB port of Service Desk in Linux console ?
How to Change DB port of Service Desk in Linux console
Custom Report Help
Please could someone help with a custom report. I need to report on Resolved Time, as well as Closed Time but this isn't shown anywhere. Could someone provide the query that will show the following information:- Ticket ID Requester Technician Priority Category Sub Category Group Status Created Time Resolved Time Completed Time Thanks, Paul
SQL 2005 code to list Assets and all associated Components
img{ *width:700px; max-width:700px; } I am trying to produce a Visio drawings showing links between Business Process and the dependant Assets and Components neccessary to deliver the Service. I've asked for the question a few times now and would be very grateful if someone could assist. Regards Dave
Editing a note displays a different note
Has anyone else had/seen the case where you click on edit next to a note and it provides a completely different note to edit, sometimes from a different request all together? We have a user that is seeing it sporadically.
Auto Authentication Intermittent Issues
All users are intermittently being prompted for their network credentials when accessing SDP 7603. Sometimes they are able to auto authenticate and sometimes they are prompted for their credentials. The system autenticates about 85% of the time. The rest of the time users either have to log in with their credentials or close all browser windows and reopen SDP. Sometimes, a user will have more than one IE window open and closing all the IE windows will allow the user to auto authenticate. Other times,
Descriptions and resolutions disappear when saving or closing
I have had many users complain and experienced the problem myself where a description or a resolution disappears when saving or closing a request. I am on 7603 but have had the issue on previous versions. The issue seems to happen more frequently since upgrading to 7600. Has anyone else had this issue?
Business Rule "Change Satus to Closed" -doesn't work
Hi, I recently updated SD+ 7514 to 7602. I had Business Rules that ware set to Change status to Closed automatically. They ware working OK before the update. After the update, I can't succesfully set the status to Closed with Business Rules. Can anybody tell me if this is a feature change or another bug? Regards /lakend
Unable to restore data - 7603
Taken a full backup in 7603, then taken to another machine to test it. Problem is the restore fails as below: ====================QUERY = INSERT INTO HolidayDefinition (HOLIDAYDEFINITIONID,H OLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING) VALUESnull java.sql.BatchUpdateException: Data truncation at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.ja va:901) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreTableData(Rest oreSDBackup.java:404) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Can't update status or technician via the ServiceDesk API
Hi, I've created a Perl script to update ServiceDesk requests via the API. I want to change the technician, set the status to 'on hold' and add a resolution. Adding the resolution works fine but if I try to change the technician or the status I get an XML response with 'Success' in the operationstatus but the change hasn't been executed. For the technician I have tried sending their name, their email, their username and both their username and email at the same time but none of them work. Below are
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