Exchange 2007
We recently updated to Exchange 2007 and now SD+ is not fetching mail...support told me that they are having issues with SD+ and Exchange 07...anyone else have this issue and figure out a work around? Using IMAP and it is enable on the Exchange server...receiving "Authentication failed given username and password." Any suggestions would be helpful.
Disabling Default Request?
Hi, I have a problem in that I cannot find a way to disable the default request template. I need users to use my request templates and not have the ability to use the default template. How can I disable the default template? Regards,
[Rendering Exception]
Hi, since upgrading to 7504 I'm unable to add or remove anything on the main screen in terms of adding / removing columns. Each column is also headed [Rendering Exception] - this is only so on the 'Asset - Additional Fields' the 'Workstation - Additional Fields' appear to be fine. Please could you help? Regards Neil
Forced Approvals
Hello, Is it an option to have an approval before you can close a request? Right now it allows us to close a request even though no one approved it. Can we make this manditory? Thanks, Wes
file attachments dont work
I am having this problem on SDP Version : 7.5.0 Build 7503 on linux. my file attachments don't show up in contracts or solutions observations. If i use a 9mb file it takes longer to attach so it is doing some type of uploading. When i look in: /root/AdventNet/ME/ServiceDesk/fileAttachments/Solutions/Jan2009/ there are folders created (i guess for each time files have attempted to be created) I have lost all file attachments which were attached after upgrade from 7.0 to 7.5 (all previous attachments
Asset Scanning.
This is more of an open discussion as to how this feature works. If someone other than tech support has the answer by all means jump in. Here's the scenario Our live SD+ server is using Ver 7.0.15 - I scan an asset it and it works fine. everything populates. In our case we are only keeping track of Laptops and as it's the case once someone leaves that laptop gets redployed to a new user. Here's the weird thing. If i change the name of the asset in SD+ and try to scan again it fails saying it cannot
How do I undelete a technician?
How do I undelete a technician? I accidentally deleted a technician and I need to add him back in. Is that possible? -Alex
Rebuilt server not starting.
I am trying to build a test server for the upgrade to 7.5. I have taken the MSSQL 2005 production database from our network, and migrated it into our test lab. When I install our current version of ServiceDesk (7.019) and link it to this database, ServiceDesk doesn't start. It comes up with the spash screen, and never gets past the "Application Layer starting". I have loaded the latest version of Java, and we are running this software on Server 2003 Standard. When I try to start the service from
Custom report - Tickets by Hour by Day
I am looking for a summary report that will be able to help me determine required staffing levels during the week based on a report from a custom selectable time range. I would like to see something with either Sun, Mon to Sat across the top or the dates then 0:00 to 24:00 in 1 hour blocks down the side. The data pulled would show there were 20 tickets requested on Monday at 9:00, 12 Monday at 10:00, 30 on Tuesday at 9:00�.. We are using MySQL Thanks, DaCoW
Editting request details
I seem to be able to edit everything within any request besides the request close time/date. This field is just output in bold text. I dont seem to eb able to make it editable. The account I am trying to do this on is the default administrator, so it has SO Admin permissions, and out of curiosity I also then added all other roles as well, but the field still does not become editable. Is it possible to edit this field, or else how can i open the database itself to be able to edit it within there?
What relation two points have these?
What relation two points have these? If to include in closing rules, but not to include in template options the closing rule does not work.
problems with italian characters - addictionally
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. ---------------------------- In addiction we are using Linux SUSE 10 and Service Desk Plus version 7.5.0
problems with italian characters
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. BPS
Include notes in table reports
I want to include notes in an issue report. Is that possible? How must I do that?
"Save & and new" RE: Assets
While on the subjects of assets .... I've just been reminded of a bug we currently have of when creating a new asset, if you click on the "save & add new" button. It takes you through the normal add a new asset, but then comes up with the attached error message. What I think is happening, is the section to assign an asset to either another asset or a user/dept comes up briefly but then disappears before the page is fully loaded & so you have no choice at making a selection. This is happening on both
What's possible with TFS integration?
Hi all, New here. My company just purchased ServiceDesk - don't know much about it. We use TFS for the developers - any way I can get tickets created in SD+ exported to tasks in TFS? Any API or integration exist? Thanks, Joe
Summary Report on Service Packs
I see you can run a summary report on software installed on all workstations or all hardware in workstations but I can not see how you can run a report on all service packs installed on workstations. Am I missing something or does this report not exist?
"Dueby date" in unreadable formate on query report
I have a query report that shows the �due by date� field. It shows up on the report in an unreadable format (see attached). I substitued "XXXX" for our client's name in the query to maintain confidentiality. Here is the query: SELECT wof.UDF_LONG1 'Master Request',wo.WORKORDERID 'Request ID',wo.DUEBYTIME 'Dueby Time',wo.TITLE 'Subject',wo.DESCRIPTION 'Description', ti.FIRST_NAME 'Technician' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu
Editing the product name after a new asset has been created?
Hi, Is there a way to edit an asset after it's been created? For example, one of our guys created a new asset (monitor). However, he put it under the wrong model type. When trying to edit the asset/resource details, I'm unable to alter the product name field to change it to the correct model. I am logged in with an account with administrator rights & also tried the local admin for SDP. The only way I could alter this error, was to delete the asset & create a new one. If there is no way to alter it
Change interface issues
Hello, We have some problems regarding current realization of Change/Planning interface. 1) Any leading spaces, carriage returns and other formatting elements are not saving when we use the option "Toggle HTML Source". The text after turning this option on looks like one ugly string. 2) The buttons "Save" is located very close to "Add". From this our technicians often missed and loosed all gathered text. Could you please fix this? We use 7022 release but I guess the version 7.5 has the same issues.
Administrator Account Missing
Hello All, I have just implemented our second instance of SD+ in the company for the finance department, I gave 1 other person admin rights on reccommendation from CIO and now the Administrator account has gone??? How can I recreate a new Admin account that has local access to installation? Is it as easy as creating a new user, or do I need to modify tables etc?? Hope for some help Cheers Chris
7505 Details?
Has a tentative list of fixes and schedule of release for 7505 been published?
User Belongs to a site other than you have access too
Has anyone reported this? (See image) I have associated all sites to my account , logged out then on, and still I can close a ticket. The user is associated with a legitimate site that I am associated with. Any thoughts? SDPlus 7.5.7501 Thanks!
Restore not working
Hi, I'm trying to move SDP from an old server to a new one. Both servers are running 7018 with our license file applied. Our DB is around 400MB and was backed up successfully on the old server with the provided utility. When attempting to restore on the new server, nothing seems to happen. Within the command window, "requestScheme is h-t-t-p" (without the hypens) repeatedly is displayed. I've now given this a couple hours and nothing new is happening. I can't imagine a restore should take this long,
Roles - Request 'Add' and 'Edit'
in the technician roles, what is the difference between 'Add' and Edit' for Requests. 'cos i have one role where i enable for request only the 'Edit', but that tech can add request by just clicking the button 'Add Request'. can anyone pls clarify?
Bug � Alert group members
Hi! Alert group members by Email, when a new request is added to the group is working only in site with English name. We created site with Russian name and alert is not working. Thanks.
Comments drop-down does not disappear in Reports page.
When I visit the Reports tab of 7503 it pops up the relevant yellow(ish) comment box outlining the "Report Name:", "Report Type:", "Created by:" and "Description:" as I float the mouse pointer over each report. When I go away from that area, the last comment box displayed remains on the screen. Not significant I know, but it is a bit annoying. Has anyone else seen this and reported it, I haven't been able to find anything so I will raise it if nobody else has.
Strange features of the interface SD+7503
Has noticed that in some request appearance of buttons and choices varies: there is a lower underline and colour varies on dark blue. Look attach.
Global View - View All
We have recently upgraded to Version 7.5 build 7504, when we go to Global view and select view all the pop up window that appears displays all the Requests by Technician the total open jobs displays the Follwing: AAAAAAA138 (the number total is correct). Although this is not a major problem it is anoying.
Issue with Vendors
when you add a new vendor (purchase orders) and hit "save/Add new" after the page refreshes the previous entry is still there. you can either clear out the previous entry's and enter new or go to a completely different page and then back again. not a show stopper, just an annoyance.
Dynamic asset group by name?
Is it possible to create a dynamic asset group that uses part of the device name as a criteria? We use standardized naming conventions for location and device type (NY-LT-SMITH for example), and if I could use "workstation name contains" as a search criteria I could easily group devices together. Also, in the edit screen the text "Dynamic Group Criteria's" is listed. There should not be an apostrophe in criterias.
Record locking
I'm on 7022 right now. Is there a "record locking" feature in any version above the version I'm currently on? This would eliminate 2 or more techs from working on the same ticket. Dean
Update reason is not shown in history...
When editing a ticket and adding a reason for updating, the reason itself is not shown in the history of the ticket. The history simply states that the ticket has been updated e.g. Updated by administrator on Thu, 05 Jun 2008 07:06:58 Is this the correct way it is supposed to function. I'd like for the reason the ticket was updated to be displayed, i.e. Updated by administrator on Thu, 05 Jun 2008 07:06:58 A note has been added to the conversation section of your ticket.
hi there
love you soo much lilly where are you?
How to adjust time of create ticket on ServiceDesk
How to adjust time of create ticket on ServiceDesk ??? :?:
How to change the Product Name for an item detected Net Scan
During my network scan's I am picking up items which are being classified as Unknown workstation, Unknown printer etc. How do I go about changing them to a specific product type manually. Either a screen or direct access into a table(s) in the database. The product name field can be changed in the Edit Resource screen of the asset. Using IE7, SD+ 7 Enterprise , Build 7004 , MS SQL 2005 database. Kind Regards, Andy
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
Asset list by Requestor/Technician
Is there an easy way to get a list of assets that are owned by a specific Requestor/Technician? I can't see this anywhere... EXCEPT in tickets that are created. Near the bottom of the ticket is a complete list of all the assets assigned to the requestor. This is what I need to see on a per requestor/technician basis. Can this be made into a screen or something? Would make my life easier and I'm sure many others as well.
Custom request type query
This custom query in question produces the following columns "requestid", "Subject", "Request Type", "Requester", "Category", "Sub Category", "Created Time", "Completed Time", "Technician", "Priority", "Dueby Time". I also want a column which also displays "Customer", please you modify the query to include this column. SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970')
Multiple Daily Backups
I want to know if it is possible to schedule more than just a daily backup of SD+. I ask as I would like to schedule more, as SD+ has become an essential tool and it is critical I keep losses to a minimum. Hope someone can help Chris
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