Question about new Enterprise edition features
I am currently looking at the trial version of the Enterprise edition, seeing what new features are available. I am trying to figure out how the new Problem and Change modules interact with the rest of the system. In particular, I am confused about how Requests and Problems are different. It appears they use the same categories and many of the same information fields on the new request/problem forms. How exactly do they differ from each other?
Server Classification
Server classification is a one of function on Service Desk. "Server classification - Servers can be classified separately from workstations. " This function means that I can make a Server assets which are same configuration with workstation on the left side resource menu? I tried to make it but I could only make a normal assets for server not like a workstation. How can I make a server assets which are same cofiguration as a workstation? I don't want to make server assessts with separate group using
FAILURE :Error occurred while deleting Technician.
FAILURE :Error occurred while deleting Technician. Please report the problem to the system administrator, with the Error Code - 1,223,998,466,876. I am attempting to remove a user from the technician list because they have left the company, and I need to add a new technician but our license only allows for 8 people total. Everything I have tried so far has not allowed me to remove them from the list. I have tried to edit their details, delete them as a requester, change them in the active directory,
Data migration from AssetExplorer to SDP
Is there any standard tool to migrate data from existing AssetExplorer installation, which I'm need to remove to an existing version of SDP? Thanks, Sergey 'dreik' Kolesnik
SDP javaw.exe @75-90%, SDP very slow
Hello, as I wrote in another thread I tried to setup our production environment and had to stop the rollout. I installed SDP 7.0 and the javaw.exe is always @ 75%+. Web access is slow and would be unacceptable slow when 500+ users would try to use SDP. I installed 7020 but that doesnt made a difference. I am not sure, if I had this while evaluating the product, anyway... we cannot use it at this moment. Windows 2003 R2 Standard German on IBM Blade 8843 1 Xeon 2,8 GB with 2GB RAM MSSQL 2005 Standard
Can no longer import image in 'Self-Service Portal Settings'
Hi. This is specifically for the custom image for the session, not the logon screen image. I successfully imported different images before, but now it doesn't work anymore. This happened after importing an animated gif which was larger than the stated maximum. Did I break the poor thing? steven
Request Template with Resolution
I have created a request template with a resolution completed already. When a technician logs a request then the resolution is visible in the help desk request. When a normal user logs a request using the template they can see the request part but the resolution does not appear. Is there any way to edit the request template so that when a normal user logs a request the the solution is already there? Thanks, JP
report
how can i generate a report on the total number of calls logged in the helpdesk created time as the current month and how many of them were closed within the due by time given.
New Request opens old request!! Please help!!
Hi, When I am in Request list view, if I click in the New Request button rather than the link at the top, it opens the last request that I raised instead of a blank request form. Any ideas? Thanks, Davey
Email Notification - Technician/Creator/Requestor
Hi. I am semi new to using Service Desk Plus and I have come across an email notification issue that seems very 'unlogical' to me and I was wondering if there is a way to change or manipulate the rules of notification (or if it is even an issue at all). Here is my problem: Say for instance 'Joe' (at the help desk) creates a new request. Joe is also the technician and the requestor. Once he "adds the request" (or submits) Joe gets an email that he has a request... Why, if Joe is the requestor, the
Citrix and Authentication
Hi We have configured SD to have pass through AD authentication. When a user launches IE on their desktop and accesses SD this works fine. However, when they follow the link in an email confirming them of their request they are challenged and required to enter their credentials. The only difference between the two is that the user would be accessing their Outlook client via Citrix and would be running a local instance of IE. Can anyone suggest why this might be the case?
ssl gateway issue
Hi, we have recently updated to the latest version of SDP. We are receiving an exception error when a user clicks on create new request link. the error is "Exception occurred when executing post invoke script SDP_CreateHTMLArea('HTMLDesc') Msg: 'HTMLArea' is undefined" Can you please provide some guidence as to what I should be looking for to resolve this issue ? Thanks in advance Michael Grocott
Problem in Workstation scanning.
Dear SDP support teams, Problem in Workstation scanning. I found that the error message "Either access denied for the user or the remote DCOM option might be disabled in the workstation. ". So I test as follows. I test from step1 to step 6. But I failed a test. Also I attached a support file. So I want solution. Thank you in advance for help me. Ko Young Suk Telemant Corp (Exclusive Service Distributer)
Deleting Patch-Directory "Path or Filename too long&quo
Hello, while setting up the production environment I have encountered this problem: I wanted to install a fresh copy and so I uninstalled SDP with SP 7020 applied. I noticed, that after finishing the unstall-process some directories were left. I tried to delete them, but I got an error, telling me, that the "path / filename is too long". This directory "E:\AdventNet\ME\ServiceDesk\Patch" wasnt deleted. I had to shorten some directory names and then the structure was successfully deleted. Using this
Cannot Associate a user to a monitor
In the last build 7019 I was able to link a user with the monitor, and also associate the workstation with the screen using Connection Relationship, and link the user to the monitor using Usage Relationship. But after the update I could not do that anymore, there is no Relationship under the components assets, however it used to be before in 7019.. I need that urgently .
SD 7 and SQL 2005
Does SD support SQL 2005 connectivity? Anyone try/have this in production? I am currently running in a SQL 2000 environment. Joe
Check-box + Close button = not closed
Hi. When on the 'Requests' tab, it seems like I'm supposed to be able to check the check box to the left of an open case, and click the 'Close' button up near the top of the window to close that case. However, when I do this (even though I comply with the little "Close Authorized" pop-up), it never closes the case....status remains 'Open'. Of course, when I go in to close a case from within the case it self, it closes just fine; just not from the list. How does this work for others? steven
Server won't start after update to 7020
The update said it completed successfully, but now it will not get past "Application Layer Started" in the splash screen. I tried to do an install of the hotfix but it says it is not supported.
I'm newbie here
Hello! I'm Crystal. I am almost 16. :) I guess forums.adventnet.com - wonderful name for this site! ;) It is so interestingly here, especially in "ServiceDesk Plus" category. I was surfed about 2 hours before found this site. I think i'll be here for a long time! :-*
CRM for iPhone!!!
When will customizable CRM come to the iPhone?
Survey Questions available in Multi language
Since SD+ has language support, the survey module should also have multi-langauage ability. Translating the questions would be on the ADMIN to do so, but the option for the user to take the survey in their own language should be available.
Resource CSV Import Wizard - Additional Asset Fields?
I'm exporting data from our old asset management system and merging the data with what is already detected in SDPlus. I've created some Additional Asset fields for X and Y coordinate of the machine on the plant floor, but it doesn't seem that the wizard picks these up to be able to import to. Is there any way through the UI to import these? Or must I try and do an UPDATE SQL query to the database if I can find where this data is?
Default due date for requests
Can I change the default due date for requests submitted via email? It doesn't seem to matter what the default priority is and associated SLA, the due date is always 26 hours from the time submitted. I would like any requests submitted within the last 12 hours to show up under "requests due today" on the home screen, instead of just open requests.
request tracked link address error
I install SDP on VM server01, MSSQL database on actual server02, all running is ok, but because of speed is slow so I backup data and unistall SDP on server01, then reinstall on actual server03, restore data from backup file, running no problem, but one issues is when I create a new request, the request tracked link address in requester received mail is old server server01:8080, not current running server server03, how to correct configuration? Regards, Davis
Custom report for licenses
I would like to create a custom report for licenses that shows the number of licenses purchased, the number in use and the purchase date when the licenses were purchased. Has anyone found a solution for this? We are looking strongly at SDP to replace our current Track-IT install and this will go a long way in helping us do that.
Send mail based on Priority/ Impact or Urgency
In our process, we need the feature like these: 1. First: if a high priority (or high impact/urgency) is created in SDPlus, SDplus will send an email to notify the Boss (or even somebody) automatically 2. If an request is overdue (or isn't resolved on time), SDplus send an email to notify the Boss (or even somebody) automatically I tried Business Rules and Notification Rules before but not found anyway (action) to send an email based on Business Rules criteria. Would you please help me to config
Offset for call/problem/change IDs
Hello, we have just finished the evaluation of SDP and ordered it today. For the fresh start of the production-environment we do want, due to internal reasons, an offset of "10000" instead of "1" for all IDs. Is there a solution for this wish ? When we use the "reinitializedb.bat" to take our database to a fresh installation, will all the configuration settings of SDP be kept ? Thanks in advance,
Remove the 'delete' from request list?
How is it possible to remove/disable the delete butten from the request list? Or is there an option to store the original incoming requests before someone is deleting them? Thanks in advance, BR Jochem
Time format AM/PM vs 24H - Why different ?????
SDP version 7.0.0 Build 7020 Something that is really annoying me and un-friendly for our users! The "Due By" and "Created Date" columns show the time in AM/PM format in the initial Request list; however if you open a Request the time is in 24H format! Is this a local configuration issue or purely inconsistency with the software?? I would like to know if this is the case with other SD users or just me. Please drop me a line with your feedback. Thanks a million in advance for your feedback!!
Workstation Scan Doesn't Pick Up OS
using SD+ v6, build 6013 (i tried v 7 and had a nightmare of a time with it so i reverted to v6) when i scan a workstation, i don't get an entry for the operating system. i see plenty of entries for updates and security updates for the OS, and the OS is displayed on the first tab of the workstation under inventory, however, i'd like to keep track of the OS software in the same way that i track ms office or the like. your thoughts are appreciated.
Purchase Order Approver Issue.
When we add multiple approvers to a purchase order, the first person to approve the PO causes the status to be changes to approved. When using multiple approvers we need to the PO to only be marked approved when all approvers have approved it. Is this a bug/"feature" or something that will need to be in a new release? We are on SD 7 build 7019.
Asset State
Hi, Would it be possible to write / update the code that will enable us to change the asset / resource state to incorporate additional items. For example we have assets which have been sold or stolen etc and it would be good to get a high level view of these assets without using additional fields within the asset. Kind Regards Neil
RPC error when scanning
This is so irritating. I've had trouble since day one with PC/Server's with firewall's turned on and getting the "Connection to RPC failed" error. Have tried the 2 scripts SD provides and had SD support on one of my PC's last week for an hour to no prevail. Still waiting an answer back from them. Anybody else have this issue and if so, how do you fix it? Thanks Dean
Beta Migration Pack
Here comes an update to the Migration Pack from Version 6 to Version 7. With the expected results, comments and suggestions from Customers, who helped us with the Closed beta ( a million thanks to them who helped in this process ), here comes out the beta for others to work on it in their test bed ( and not in the production setup ) Here goes the instructions for the same : 1. You can apply the beta migration pack only after to migrate to Version 6014. To download the hotfix for Version 6014, refer
Notification E-Mails - Prompt?
I think it would be useful to alter the Notification Rules section to include a checkbox for each like "Confirm before sending?". Some mails I want to be sent automatically every-time but there are others that should only be sent some of the time (so a YES/NO prompt should be presented to the user). For example, if I'm logging many calls for a single requestor I don't want them to receive 20 confirmation mails as they complain. Ideally the "Acknowledge Requester by Email when a new request is received"
Software POLL
How do I run a report to find out how many workstations have a specific software installed?
Importing software licenses
Is there anyway that we can import licenses into SD7 without having to create purchases for them?
7020 problem automatic closed from resolved
I just installed the last update (7020) and I have always problem with the automatic closing. Let me know if it's normal or if I need to do a specific configuration. I need help.....
Need to reset call counters urgently
Hi, Please can someone advise how I can reset my call counters? I am promoting a test system through to live. I know that I need to remove all of the test records manually, but then I would like reset the call id counters back to zero. This would be for Requests, Problems and Changes. Thanks, Davey
History Tab - Administrator Setting of what is recorded?
Hi I think it's really annoying that SDP tracks EVERYTHING in the History tab, I don't really want to see description changes. 90% of our mails to SDP need to be "cleaned up" so the history tab is often pages long because of the changes to the description. I think it would be better if the SDP administrator could configure what is recorded within the History tab and what is not. Gordon
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