Group notification
Hi, our group notification is not working correctly anymore. When a request is assigned to a group the mail isn´t send out to all the technicians which have been selected. I removed all technicians from the notification list and reassigned them, but this didn´t help. Version is 7.5.0 Build 7505, please advise what to do. Thanks, David
eMail recipients
Hi community, a simple question: when I send an eMail, e.g. out from LOTUS Notes, as a new request or append it to an existing request, how can I see all the recipients? Regards, Stephan
All Requests defaulting to unknown SLA; NO SLA times defined
We just noticed something odd in our system. All new requests coming in either have a have a 1 hour SLA (DueBy Date) being applied to them or some other strange formula; even though our Service level agreements have NO times defined in them. See attached screen shots: 1.jpg: New request opened; you can see the DueBy date defined and the SLA defined as normal. 2.jpg: This shows that the Normal SLA show have NO SLA defined. 3.jpg: Drill-down of the normal SLA definition Where is the system picking
Refreshing AD Info
Is there a way to get AD to overwrite data? For example, when we first imported users, we had selected to import their Department, but not their site. Now though we want to import their site and not department. When I set this up and import, I see all the new Sites perfectly. However two things .. any sites we update leave behind the old Site name and the Departments are still in there. So is there a way to make SD import AD and not merge data but overwrite? Brendan
How do you remove/delete a site
I called for support last week and was told by "Jerry" that a tech would call me back in 30 minutes. I'm still waiting for that call back. My problem is that we have some sites that are now obsolete and I have created a new, valid site to move all the assets into. I have created all the necessary departments under the new site and moved all the assets and users to the new site and associated them with the correct departments within the new site. I can not remove or delete any of the old sites.
DNS mapping
i need my site in another state to be able to access the selfservice desk plus to submit tickets. How to i go about creating a url and mapping a dns?? Thanks!
Site & user Assignment / History issue
Hi everyone, Found some bugs here in Service desk 7506. Two issues: 1. When trying to assign a site to a computer that is already in service desk and assigned to a user, it never "sticks". The audit history shows the device getting reassigned to the user but no site. I did some digging around and the entries are getting created in the "resourcelocation" table, however the data is null. Manually entering the site ID's etc in these tables, fixes the issue. If I manually add a new work station through
Asset templates in 7.5/8.0?
Hi Everybody, We do not have the option to handle 'consumables' now in SD+, and also if you define custom fields for assets, these will be shared amongst all the products. We have something like 'Processor Speed' for the asset type called: 'Monitor' which turns out to be very awkward When will it be possible to have asset templates, so I can have custom fields associated to certain asset type only? Is that planned for 8.0?
LastLoggedInUser bug
When scanning workstation LastLoggedInUser feature is displayed only if the user name was in English. If the user name in Russian, the property LastLoggedInUser empty.
Problem with hour of requests
Hi people. On last weekend in brazil we needed to change the hour of our servers because the daylight time. I did it with Tzedit, creating a new time zone (GMT -3) with the range of when starts and when finish and the action of advance the current hour to +1. So, after i applied this action all network, the problem of daylight is fixed. But, when i'll go open a new request on SD, is showed to me in "created date" field, the wrong hour. Actually, two hours ahead. For example, i open a new resquest
Highlight Popup Text Overflow
Hi, In firefox 3.08 (not IE), when I hover my mouse over items in request view (used during meetings to quickly see details of a request), if the ticket contains a long sequence of characters without spaces like ###################################### 1. PROBLEM DESCRIPTION ###################################### then those long sequences overflow off the edge of the yellow popup. This is very distracting and thought you should know for the 7507 release. Regards, Mark
Feature req: Email notificaiton to Requester on new NOTE(s)
Hi, do you have this fonction ? thanks
Mouse, Monitor and Keyboard serial numbers
Hello, Service Desk is a great program. I'm trying it out mainly for the inventory part of it. I have the problem that I don't know where to input the serial number for the keboard, monitor and mouse. When I go and check the workstation, I see that the program brings all of these peripherals and there is a field for the serial number, which is blank. But when I got to edit the workstation, the serial number fields disappear. Is there something wrong with the program or am I doing something wrong?
MySQL server failed in CentOS Linux 5.2
Hi All, I'm having problem running the SDP in CentOS Linux 5.2. When I run the sh run.sh command to start the SDP an error message appeared "Trying to start MySQL server failed". By the way is SDP possible in CentOS Linux? Refer below for the error message. [root@PH-SDP bin]# sh run.sh /root/AdventNet/ME/ServiceDesk/bin ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java
Problems using API to Add Request
I'm evaluating the ServiceDesk Plus product and for this I'm trying to add a request from our intranet. I'm using the file attached as a scrub of the form. From it I'm only filling text box's with: Subject = "Testing subject", Description = "Testing description" and Requester email = "peter@ourcompany.com" But I'm reciving this error: <operation> <operationstatus>Failure</operationstatus> <message>username cannot be empty</message> </operation> But if I fill username and password it says to me that
Integration with Google Search Appliance
Is there a way to integrate Sevice Desk with the Google Search Appliance? We use one of these internally to provide a unified search facility across many sources of enterprise data, and would like to add the solutions in our Service Desk install. I've tried getting it to crawl from /Solutions.do page but it doesnt find anything. Any suggestions for how I could achieve this would be great! James
XML Connector for Novell Identity Manager
Either provide an IDM driver or modify an existing driver for use with SDPlus for two-way provisioning or users. http://www.novell.com/products/identitymanager/drivers/
Task Status Options
Add following options to Task status: In Progress Review aletrnatively, provide for a way to add additional Task status options.
Change Templates
We can create templates for incidents - no problem. However within SDPlus we cannot create templates for changes. This is a problem because some changes are simple and only require logging. Others require detailed information with multiple additional fields. We don't want these extra fields visible to those logging simple changes that don't require any approval.
Problems importing assets from Asset Explorer into SD Plus
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
ServiceDeskPlus (v5.5.0) Not Fetching Emails
Service DeskPlus Version: 5.5.0 Service DeskPlus Build: 5507 Hi, Our ServiceDesk system has stopped fetching emails. We have tried: - Stop and Restart the fetching from within the tool (Admin>Mail Server Settings) - Reboot the machine the ServiceDesk Plus is hosted on - Stopped the ServiceDesk Server application and Restarted it - Checked the ServiceDesk service is running (Computer Services) and checking there aren't any dependencies for the service and tried stopping and restarting the service
Technicians submitting requests do not have Site associations.
When a technician submits a request via email - the site field is blank. There is not an associate on the Admin Tab under Sites to associate a Site to a Technician. The information about a technician is just as important as a regular requestor (machine associations, etc...) We have junior technicians that have to submit tickets to other disciplines. For instance, a programmer needs to have a piece of software installed on their PC.
Change - Implementation Section
The Implementation section is somewhat redundant with regard to Task Details and Work Log Details. I think the Task Details is fine the way it is; however, the information should feed into the Work Log Details. For example, I complete a task and update the Task Details with the Actual Start Time & Actual End Time; however, I need to enter the Executed Time & Time Taken To Resolve in the Work Log Details... This is redundant... Enhancement: 1. Automatically create a Work Log when Task is complete
Test System
We have a ServiceDesk+ System setup on Microsoft SQL Server. We'd like to setup a second ServiceDesk+ System using a unique Microsoft SQL Server database name so that we have a test system where we can apply the patches and updates before applying to the production environment. The ServiceDesk install does not seem to allow us to change the database name. How can we accomplish this?
Business Rules Don't Work
We are running 7504. We had business rules setup in 70 and 7500 that did: 1) Set priority to medium if mode was email 2) Assigned to Tech 1 if sender contained "data1" or "data2" 3) Assigned to Tech 2 if sender contained "data3" or "date4" The rules worked fine in 700 and I believe to 7501. We orginally had (3) sites defined and manually created the rules for each site. We then deleted the sites and have no site defined with the rules. However, none of the rules ever execute still. I saw others complaining
Full Database Table Definitions?
Is there any documentation of the full table definitions. We are evaluation a migration and don't know what some of the fields represent. ah
Unable to import requesters from AD after upgrade to 7500
Hi All, I'm having difficulty importing requesters from AD after upgrading to SD 7.5 build 7500. The 'Enumerating Organizational Units in Domain' screen sits there for hours without pulling down the directory listing. Were using simply hostname conventions rather than IP addresses etc. I've confirmed my login credentials are also correct. It seem fine until patching to 7500 I'm using both IE6 and Firefox 3.0.7 Any ideas chaps ?
Why am I appearing as Guest when I'm logged in and the account in registered????
Work Log formatting...
Is there a way that I can have my worklogs have the same formatting as the Discussion Notes have? It makes the logs difficult to read sometimes when there is alot of information (which we ask our techs to enter as much info as possible to describe what they have done). Thanks.
'null' is not null or not an object
Hello I am using SD+ 7.0.0 build 7015 I recent upgraded to IE7 since then, when I get the error 'null" is not null or not an object I get this whenever a "popup" window appears , e.g. reply on a request, about, etc.... the popup window stays blank thanks for your help.
screenshot in request
how I can pasting screenshot into request ? it doesn't work by web interface ?
Carbon Copy
Hello Is it possible to add the admin always in the Carbon Copy!!! As a rule or automatic pass?? Because when i send a requirement to the technician and he had correspondence with the user so I don't get massages any more from the helpdesk! So it could happend that important mails get lost, if the technician is out of office! best regards
email alias, multiple groups, email reply problems
Hello, i've recently configured our servicedesk plus with a second alias ( new mailbox with forward to servicedesk mailbox ) and created a business rule a new group with an assigned technician and everything looks like to be working accept that when the technician tries to reply to a assigned ticket ( requested trough mail ) in servicedesk the "To" field is empty and the "Cc" field is the newly created alias of technician group. Now logicly i want the "To" field to be the requester email adres
Active Directory Import Slow
Hi, I'm having a really big problem with active directory import for ServiceDesk. It's just prohibitively slow at this point up to nonexistent. It can take a whole night for the enumerationof org. units only to go through, not to mention the import itself. And it consumes resources at an alarming rate. Whenever it's started it loads the server and java memory consumption accelerates to create very noticeable lags for all users. And this is on the 4Gb server where SD is configured for the whole ram.
Scan Problem
dera Sir i request you to regarding some of problem in help desk that when i was scan all workstation there sowing all detailes same pc if i scan there no any detailes please advice to me solve this problem
V7.6
Is there any update on Version 7.6? I see on the roadmap that it is due out on April 30th, Is this still the case or is it going to get postponed like the last several versions?
Changes to Solutions/Knowledgebase
Can anyone, anyone at all, please tell me why the format of the Solutions/KnowledgeBase has changed? This changes is counterproductive and practically unusable at all. The previous setup or look and feel was very straight forward, very usable and lent itself to being a tool that my users used on a regular basis to fix basic and reoccurring problems. Now, however, my users are so confused and lost they refuse to use the solutions/knowledgebase and my tickets/calls per day have increased by over 300%.
how can change port mysql
how can change port mysql? what port can using?
reminders
Hi. re: Servicedesk Could someone advise if it is possible to setup a reminder that will auto create a ticket once the date of the reminder arrives. Or is there another feature which can do this? Basicly, I want to create a ticket in 11 months time, but don't want a ticket open for that long, so instead setup a reminder for the date in 11 months. This reminder will then auto create a ticket. Hopefully this makes sense. Thanks Sam
More than one tech to a change or even a group?
When we push an application to production on a Monday, I typically create the change records in Service Desk on the Friday before. I usually assign myself as the technician, but then the other members of the web team aren�t aware of the change request unless I tell them. Is it possible to have more than one technician on a change so that multiple persons are included in the workflow of the change? Or could a technician be a group of people?
Next Page