7.5 Bugs - Tested in 7503
We just upgraded to 7.5 then hotfix 7502 and today hofix 7503. I noticed these bugs in 7502, but they also still exist in 7503 Edit Request -> "Change template" not working. None of the fields are applied. The template only works if you do a "New request" (using template) ------------------------------------------------------------------------------------------- When filling requester details, EDIT REQUEST -> type in requester name (auto fill) from ACTIVE DIRECTORY, then : contact number = : '01
Dynamic Asset Group by software
Is it possible to create a dynamic asset group that uses software name as a criteria? We have many workstations installed same software and if I could use software name as a search criteria I could easily group devices together. Looking forward your respond! Thank you very much!
Require change approval?
Is it possible to require that a change be approved before it can be implemented or closed? I noticed that I could set a change as completed even though it had not been approved.
log files
Are these necessary, localhost_access_log files? Is there a way to turn them off OR set the value so that it doesn't log everything. C:\AdventNet\ME\ServiceDesk\server\default\log These get huge and there's a new log everyday created. This takes up hard drive space and I just don't feel I need a log full of unwanted stuff in them. Please let me know. Thanks Dean
Getting connection errors
After upgrading to 7.5 we are getting multiple connect errors, most are java or explorer errors. Is anyone else having this or does anyone know what to do to fix this issue.
Searching by keyword
Is there anyway for a Requestor to search for a work order by a keyword? I know you can do this on the technician module, but our users would like to search by keyword in the title and description. Thanks
What rights built-in un-editable roles grant?
Hi, I need information about the rights of the built-in un-editable roles. Since I cannot delete them, I want to understand the rights they (SDAdmin, SDCo-ordinator, SDGuest, SDReport) grant. Thanks, Roxana
Custom queries
I have the following query which works to extract details by "request type", however how can it be modified to also include extracting the relevant "Customer" as well?? Your help would be most appreciated. 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') 'Created Time',dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') 'Completed Time',ti.FIRST_NAME 'Technician',pd.PRIORITYNAME
Solution Attachment Missing
Hello, I have a request with an attachment that I add as a solution and close it, but when I go to the solution that I just added the attachment is missing. Am I doing something wrong? How come a request with an attachment does not carry the attachment over to the solution? Thanks, Wes
Definition of a NODE
What constitutes a node, what is counted as a node? -PC/Laptop -Printers -switches -servers. Hoping someone can give me an answer? Thanks in advance
Admin rights for certain functions
Hi! I've set up a user with full control over the inventory section, but he still seems unable to create new product names (the option just does not appear). Is there anyway to give someone access to this ability without making them a full admin over the entire system? Thanks, J
Resolutions on Templates
When are you going to fix the Templates so you can save resolutions. It was this way before we went to 7.5 Seems like you went backwards on this.
E-mail templates
HI, is it possible to have a list of e-mail templates for answering common cusomters request. So when I receive a common e-mail, I would like to select from a list of templates a common answer. Is it possible?? Where??
All ticket go in "Not in any site"
I recently create 2 new site (Wallingford and Grass Valley) and create 2 technician that will take ticket in this site. The problem is that I want that this technician view only new ticket and his ticket. New ticket is create in "Not in any site" and all old ticket is there too. So, 2 questions. 1- Can I move all old ticket in Montreal site, so this technician cannot view it? 2- How can new ticket go automatically in the good site? Thanks for your help, we really appreciate your product.
Cant delete Technician
We can not delete technicians. We are not getting an error its just not deleting them. These people no longer work at the company so no need to demote to requester. We are running build 7051.
Custom Views Filter Adding Strange Criteria on its own
We are experiencing a glitch with Custom views in SD+. We create a custom view and add one or more filters, Save and close and View the filter. The view doesn't behave as expected or has an error. I go back to the edit the view and find garbled criteria have been added. See the screen shot attached. SDP Version : 7.5.0 Build 7500 Please let us know the solution. Thanks, Mark Otten Ameriwood Industries.
Problem upgrading from build 7022 to 7500
We had major problems when moving to the new 7500 from 7022 and had to completely reinstall 7022. Was a fix ever posted by AdventNet on this problem many people were running into? Our organization still is yet to upgrade and would like to, but if we can't build 7500 to function correctly in our test environment were certainly not implementing it into production. Mid-Michnet Support Team
Custom queries
I have the following query which works to extract details by "request type", however how can it be modified to also include extracting the relevant "Customer" as well?? Your help would be most appreciated. Thanks. Sylvon
copy additional field?
Hi, I'm creating a template. Here I need 5 additional fields with the same data (Pick list). Its a list of a hundred items. I'm lazy: I don't want to fill in 5 times the same items. Is it possible to copy this additional field, and give the field after that another name? Greetings, Ferry Pranger
Getting SQL errors in Helpdesk since upgrading to 7.5
We are getting SQL and time out errors in explorer since upgrading to 7.5. It started out slow but now is all the time. any help would be appreciated.
Impossible to close a ticket
Hi, I have got some ticket that i can't to close. But there are no error and no message. The ticket opend ! Thanks Arcocide
Single Sign On
I am still having trouble with single sign on and I thought that was fixed in a hotfix release. I am at 7.5.7503 now and when I enabled single sign on, my users get prompted for IIS credentials but then do get logged in. With SSO off, they get presented the service desk login screen but without the IIS login. SSO was working fine in 7.0 for me, don't recall making IIS changes, so has SSO been fixed yet?
Bind to ip problem
Hi. We have a dedicated web-server with several IP addresses. SDP Version: 7.0.0 Build 7018 I found this post: forums.adventnet.com/viewtopic.php?p=75309#75309 But it seems that this feature doesn't work in latest version. I changed TrayIconInfo.xml, but nothing happens. SDP still listen on 0.0.0.0. No errors in log, nothing. Looks like SDP ignores ipToBind parameter. How could I bind SDP to one IP address?
Unix support
Hi , How can i scan the Unix ( Linux / RS 6000 / .... ) systems in Servic Desk
Not Assigned reports
I wish to run a periodic report capturing tickets assigned to Technicians that have not had an appropriate Category, Sub Category and Type allocated. I am looking to report on all those with SC and Item as 'Not Assigned' and cannot determine how in Reports this is achieved. Does anyone have any suggestions?
Move from Professional to Enterprise(ITIL)
We are getting ready to move from the Professional verion of Service Desk to the Enterprise (ITIL) and I have several questions. - We want to keep our old data, do we just do a backup and restore to bring the data in? - Is there anything we should watch out for because of the conversion? Thanks Chuck
"Database creation failed" problem on startup
Hello, I'm having a problem with database start on my Windows version. It says "Database creation failed." whenever I try to run. I'm loading service through run.bat. If you could please assist me with this.. Here are my configuration files: ----------------------------------------------------- mysql-ds.xml ----------------------------------------------------- <?xml version="1.0" encoding="UTF-8"?> <datasources> <local-tx-datasource> <jndi-name>MySqlDS</jndi-name> <connection-url>jdbc:mysql://localhost:33366/servicedesk</connection-url>
SDP 7504
Since upgrading to 7504, when I log in I am no longer a technician and all our tickets are gone.
Business Rules
I have several business rules defined. I would like for all tickets that don't fit into any of the criteria for any of the existing rules to be auto assigned to one technician. Is this possible?
problem update for 7014
was upgrading the service desk plus the version 7011 to 7014 and gave the error in the Annex. now my service desk had not plus more. need help
costs required on reports
Hi Is it possable to add the cost column to a asset report, we are using version 7.0.0 build 7015 thanks Paul
Error adding site in ServiceDesk
I had the following error while adding site.
Conversation Breaklines?
Is it possible to remove content from an email replied by a requester? I want to remove all of the content in the email below: ----- original message ----- (or whatever defines the previously quoted contents) This should help reduce the amount of crap in the conversations area.
Adding Cost Column in the asset list
Please could you tell me how I can add the column Cost to the Asset list so I can sort by cost. Thanks
Include "Cost" in Resource Report
I would like to be able to run a report of all resources that also has the cost of each item. This functionality was in v6015, but has been taken away in 7504.
Due Date is wrongly calculated.
Hi All, I just discovered a problem with requests due date which wrongly calculated. SLA rules has been set as in the attached file. My operational hour is from Monday to Sunday ( 730 - 1930). Any idea on how to solve this? Best Regards, Sabarina
Problem with Changes not matching Change ID
We have come across a fairly annoying problem. When you are looking at "All Open Changes" and then hover your mouse over a change it will say ID="20" But when you then click on that change it opens up change ID 16. So it is impossible to get the change you are looking for to open. When you look at "All My Open CHanges" it works normally. The weird thing is if you click on the same change on either screen the same URL is opened but different changes appear. The URL says change 20 but the screen shows
Workstation Scanning Problem
Systems are not getting reflected in database even after manually scanned using ae_scan.vbs script.
all our data is gone after 7022 to 7.5 upgrade
I tried to upgrade our servicedesk today, The 7.5 upgrade seemed to work however once it had finished, all our data is gone and the servicedesk looks like it goes "Out of the box", a blank canvas. I'm currently uninstalling and then going to reinstall 7022 and restore our 7022 data (luckily I have a good backup!) but does anyone have any ideas why the data is gone after the upgrade? Obviously I can't restore the 7022 data into 7.5
Delete Scheduled report created by another user.
Hello, We're having a small issue this morning. An old employee who has left the company created some scheduled reports to send directly to them. Now that her account and email has been deleted we're getting notified of the undeliverabe status of the email. I am trying to see how I can delete the scheduled report created by the old user. Her account and login in ServiceDesk has been deleted so there is a record somewhere with that scheduled report but I can't find it. Can you give me an idea of what
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