Outlok created forms emailed to portal
We have various forms created in Microsoft outlook which email perfectly OK to normal user accounts but when emailed to the Helpdesk Services portal the ticket is blank? The form in Outlook uses drop down mandatory boxes - these drop downs don't need to be included in the onward email but at the moment nothing travels across!!! How can the outlook form be successfully emailed to the portal? Thx
Issues to be fixed in Next HotFix
Here is the list of issues to be fixed in the next hotfix 1) CustomView's with filters based on "None" as one of the values in criteria not displayed properly. 2) Custom Views based on SubCategory or Item in the criteria list not shown properly. 3) Following notification problems during change recommendation and approval will be fixed. a) Recommendation notifications received from multiple cab members contain the same message. b) Some of the $[Variables] are not replaced properly in change notifications.
import licence info from another source
All of our licence information is held in another DB. Does the Asset part of SDP have the facility to import this data (perhaps in csv file format) in bulk from our existing Db - or do we have to enter each licence detail/certificate manually ? Thanks
Can you lock requests to stop others editing them?
Hi Is there a way of locking requests in order to stop other members of the team editing them at the same time We have had several instances where a request has been picked up by the same technician at the same time causing duplication of work Could a message be relayed indicating that the request has been opened by another member of the team or can be marked as read only? Many thanks in advance Reuben Loake Liz Earle Cosmetics
Reports on problems
When I'm running reports in SD, it doesn't give any option to calculate the total time spent on a problem (not elapsed time, but time actually spent on the project, as recorded in the work log). Can this be fixed?
Calling Adventnet Support From UK
Hello all, I have never managed to get to through to Adventnet Support by phone. I dial 00 91 925 965 6300 but always get through to what sounds like an automated voice message telling me that this number does not exist. Have tried this from work and from other lines. Do any of the UK customers use the same number successfully ? I have also tried other numbers listed on the site with the same or similar results.
error when trying to delete an SLA
i get this error when i try to delelte an SLA as administrator: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,214,729,149,116. pls help
Requester - additional fields
I have added a sub-department field for requesters. However, this field shows as 'Not assigned' when I run reports including this field, and no data is logged, even though I have populated it. Not all staff have a sub-department assigned, but the ones that do, don't show up. What am I doing wrong?
Request Templates issue
I am creating templates for common tasks such as setting up new users and like to have tasks listed in the Description and Resolution parts of the Template. For example, in Description I may have: Full Name: Department: Start Date: In Resolution I may have: Setup Windows & Exchange Account: Setup Personal Folder: Setup Computer Profile: Setup Desk Phone: If I as a technician create a new Request with this template everything is fine but if I try to create a new Request logged in as a standard Requester,
Option to trigger a survey
Include an option to trigger an Ad-Hoc survey manually to all users selected or existent in SDP user base. This will help other areas and departments in the organizations and increment the users inside to use the tool. For example, if we include the HR department as a service area, and the employees as technicians to receive request on HR issues, they can, then issues surveys like organizational Climate, or training evaluation, etc.
Granular Vacation spcification for technicians
In the working time module in Service Desk Plus, is very difficult for user and customers to follow up and to assign tickets if the technician is on vacation, all the tickets and task assigned to the technicians on vacation should be avoided and suggest to assign to other.
Date range in query report help
I have a couple query reports that I've created to show WOs that have been worked and WOs that haven't yet been touched. Management wants the date range for them to be: one for this week, and one for last week. They intend to run the report on Thursdays. So the current week report needs to show from last Thursday to the current day, and the previous week report needs to show from the Thursday before, to last Thursday. <from_thisweek>+259200 doesn't seem to be returning the correct date? Here's my
Public Website For Query Sharing
Is there a public website available anywhere for people to share the queries they've written? If not I think it would be a great idea to have one so we can all make use of queries generated by other users to save some of us working on the same objectives. What does the SD+ community think? Cheers John
SDP 7017 upgrade problem
Hi, I upgraded version 7014 to version 7017 and now the server hangs at "Application layer started" but never completes. This is an urgent problem. Please help. Thanks, John
Renewing Contract details and get error
I am renewing contract details, I put in a new Active Period, from to, and click on save. I then get the following error. FAILURE :Error while adding the Contract Details. Please report the problem to the system administrator, with the Error Code - 1,215,090,481,999 Can you advise please?
I want to modify font size.
Dear support-teams. I want to modify font size. Where do I modify? Thank you in advance for help me. Ko Young Suk. Telemant corp.
Reporting problem - total memory
There seems to be an issue with running reports and restricting the dataset by total memory. I ran a report to show me any machine with less than 768MB of RAM, which returned no rows. If I instead set a filter for total memory less than 804868 (768 * 1024) the report runs correctly. Seems to be a coversion error there...
Attachments not coming with email from HelpDesk
All of a sudden we are not receiving the attachments to emails from the Helpdesk. Is there a setting for this? Thank you, Andy
ServiceDesk HTML Templates?
I created and posted a few HTML based templates for the application. They display perfectly within the app until someone hits submit. THen things get all out of sort. Some of them the table spacing gets messed up, escpecially with FireFox users - then we also see HTML data in the request. (Mostly in the email notification of the request) Anyone else make templates of any kind that work reliably?
Upgrading from version 5 to the latest version w/o data loss
Hello everybody, We have been using the free version SD5 for a while now and it is filled with request that we cannot afford to lose. But as we are growing we have the need for more users etc, so we are thinking of buying the SD7 version. Now my question is; Is there a way to upgrade from SD5 to SD7 WITHOUT losing the data? Any help would be much appreciated! Greetings Joost
Error upgrading from 7012 to 7015
I get this error at 98% of the proccess. I stoped the service, then performed a backup and then updated the software like always, but it fails. build 7012 to 7015. Windows server. Even when i try to upgrade to 7013 or 7014, the same erorr occurs. Look at the pic for more info.
Preventative Maintenance Scheduling
Is there a way to edit the start date/time for a Preventative Maintenance task? As it stands now, it appears that it sets the start time to the time that you last created/edited the task. So for example, I'd like to be able create a PM task today, but not have it execute for the first time until August, and I would also like to be able to make edits to these tasks without it affecting the start/recurrence date. Is this possible?
Scan Switches get this err:"Connection 2 RPC server in
Dear support teams, I use Network scan to scan the switches in my network, and use "public" as communicating string, however, i get this error message "Connection to RPC server in the workstation failed." I also check on "IT Asset" -> "Routers" or "Switches" also cant find any from the list, it only shows up in "Workstation", but this is not "workstation" pls guide me how to get it right, thank you very much sukiangel.
SQL versus MySQL
What are the advantages to using MySql over MS SQL? It seems some paramters dont work or function well when using MS SQL. Any thoughts?
Using Purchase orders for Non Assets
Ok I am trialling using the purchase module and have a question for you all.... I am raising a p/o for the purchase and install of a wifi bridge so I have 2 assets the two wifi endpoints and lightning protectors plus I also have the professional service charge for the install/config... now for completeness I would like the p/o to detail all the order lines but can't really figure a way to add non-asset type products? what do you all do?
Can't add additional fields - No error code
Right now, I have 5 of the possible 12 text fields. They are Service Tag#, Express Service Tag, Location, Sim Card #, and Phone #. If I try to add a new one and hit save, the page will refresh and show the new field there until I navigate away and come back at which point it's missing. Anyone have any ideas? I'd post an error code or screenshot but there's really nothing to show. I'm using 7.0 Build 7011.
Gmail in Opmanager or other
Hello friends. Not very much English, But I want to consult them. It is possible to use algun mail as(like) gmail, hotmail or other one in opmanager ? Thank you Chile
SLA Escalations to $Ticket Owner
When configuring SLA escalation to named technicians all works well. However, when I create one for the "$Ticket Owner" at the top of the list, all seems fine but the escalation details are not saved. Any ideas ?
Personal scheduled query reports
Hi, Sinc we've been moving to 7017, our scheduled query reports don't generate anymore. When we try to modify them, there's an error message : "Provide a name for the document". But all our query reports do have a name! Moreover, when we want to choose the schedule type, the screen doesn't change, as if we choose "weekly", we can't see the days of the week to choose. Thank you to give me a solution ! Regards.
Solution for SSO in Firefox!
I just figured out how to fix the SSO issue in Firefox. It turns out it's not a limitation of SSO, Tomcat, or SDP in general, but rather an advanced security setting in Firefox. Normally when SSO is enabled and you go to your SDP site in Firefox, a login dialog box will appear requiring your domain username and password. This doesn't happen in IE as long as the site is in the local intranet zone, because NTLM pass-through authentication (a.k.a. single sign-on, or SSO) is allowed in that zone. Firefox
Node Licensing
I meant to add this question to my post about technician licensing but it appears you can not edit a post. My other question was around the standard 250 node license. Does that 250 nodes account for automated discovery through DCOM or is it the max limit of items that can stored in the database (such as switches, printers, jet directs, etc that might be manually entered)? Thanks
Any news on 7018 ?
Just wondering if 7018 will be ready this week ?
duplication in Preventative Maintenance
I am having an issue where one of my monthly scheduled PM tasks creates two tickets. The task is scheduled to be created on the last day of the month and is genereated without any issues. However another duplicate ticket is created on the 1st of the following month. We simply delete the duplicate, but this is not working correctly. Any assistance would be appreciated.
"Save and Close" button in 7.x
Hi All, Just upgraded to 7.x...seems like the "Save and Close" button is gone from the resolution page. I guess this was removed with the "automatic close" feature, but for those who don't want to use automatic close, we now have to go through another step to close a ticket. It would be nice to have this button put back in a future patch. Also, I'd like to see another feature added to automatic close. It would be great if a ticket left in a certain status for a given period of time could be automatically
can i send email from service desk with technician as sender
if i have to send an email to the requester, can it be possible to pick the default email address in the system (say MS outlook email configured) rather than the helpdesk account? eg, if i want to submit for approval, i want the sender to be the technician name rather than the common id for the helpdesk email address? possible?
Backup Schedule
Using Backup Schedule feature (nice item) i begin to understand would be nice to have the possibility to schedule, not only every how many days backup datas, but also in which days run the backup. For example, my situation is a everyday schedule for SD+ backup but is not useful the runnning of SAT & SUN. Is it possible to implement this feature? Thanks Cesar
Timer stop by individual requester / technician
In the latest version of SD+ 7, SLA timer can be stopped by set the operational hours, holidays and status in request. But is it available for setup a new function which allow we stop the timer by set the requester / technician is on leave. It is very important for the service as sometimes which the technician is on leave, the request assigned to him may overdue... at the same time, some request need to close by the requester but they may not available to close it before overdue as they leave.
Feature Request - On Hold Time
We have a policy in place that a technician cannot put a call Onhold without the agreement of the requester. We think it would be great if there was a way for the tech to set a date that the ticket will be onhold until. This date would be able to be modified by the tech or the requester and would alter the due date. Just a thought. How do others deal with tickets that need to be put on hold but don't want them to be marked as overdue?
error while trying to add assets in helpdesk
error while trying to add assets in the helpdesk. i get htis error: FAILURE :Database exception while updating Asset. Please report the problem to the system administrator, with the Error Code - 1,214,980,894,396 i have attached the support file
Purchase Orders - Adding Products
The way that products are added to the purchase order needs to be redesigned... Current issues: 1. When selecting a vendor the items list area automatically populates with all of the products associated with that vendor. 2. When clicking on the 'add item' button the 'Enter the product details here' dialog appears a. The 'Product Name' text box requires manual entry instead of a pick list from the vendor specified in the PO 3. There is no option to select & delete items from the items section Enhancements:
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