Work log final format to match text entry paragraphing
The entry format for a work log allows for new lines, but once the entry has been made and is displayed within the call ll new lines are lost. This makes it difficult to enter detailed information, or rather to read any detailed entries.
Add "My Details" for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
scanned software
hi guys i just want to check..is it possible to set the scanning of software from the registry rather than from the control panel?? 'cos we have many applications in oracle which would never be scanned in the software assets simply b'cos they are not listed in the control panel add/remove programs. however, we have them in the registry..so is there any way i can get to scan by the latter 'cos the software assets would never be accurate in an environment where oracle is the main appln used. ne workaround
Bring Solutions display in line with Windows folder sorting
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Purchase Order Custom Fields
Hi... My is using SD+ 6.0.0.12, and we need to add some fields to the Purchase Order form. I read in a different topic that this has been added to SD+, but I haven't seen it. Can it be done, or is is still in development? One of our techs would like to add an account# field to the form. Thanks. AndyW
Secondary sorting
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Smarter date order/sorting
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
Error Notice when requesters submit new request via web-form
Hi, I'm running SD+ 7.0.0 Build 7012, with MySQL I have all requesters imported successfully from AD with associated assets, but when users try to submit a new Request via web-form, a notice dialog pops up saying "Requester name does not exist", if the user goes ahead and clicks "Ok", the request gets posted, but I've noticed that this notice keeps coming up every time a user tries to submit a request via web-form. Any ideas on what could be wrong?
Service Desk Self-Service Feature Request
I am a big fan of your software, I think it's absolutely fantastic with a price that is extremely good. Now on to my question/request. I was wondering if in the Self-Service portion of the ServiceDesk Plus if there is any future development plans for a feature for users to unlock there own Windows logon accounts. I know there is other software, I'll use Numara Track-IT as an example, that allows you to do this. Anyways, I just think this would be a great add-on to the Self-Service Portion of ServiceDesk
requests format starting <!--[endif]-->
Hi gang We have a series of random requests where we cannot view the conten of the request. the common factor all of them is when we can eventually read the request, the first line of the request body is: "<!--[endif]--> " Has anyone else seen this, or tell us who to get rid ot it. the result is basically a nn-searchable, hard to edit, corrupt job. Cheers. oh, we are on Version : 6.0.0, Build Number : 6014 (version upgrade planned).
Priority Matrix functionality appears to have changed - 7012
With the implementation of 7012 I have noticed that the way the priority matrix is implemented when creating a request has changed. We have our matrix set so that techs can override. With build 7011 when the entered the Urgency and Impact the priority was defaulted in for them. With 7012 this doesn't happen, it just gets left. To me it appears that 7012 is broken in this area now. Can this be confirmed as a break and when the pre 7012 functionality will be restored or advised how I should set it
Problem with german umlaut in mailattachments
Hi, I have many requests with attached eMails. With the german version of SDP we have the Pproblem, that with the first opening of an eMail-attachment, the german umlaut is displayed correctly. However, when I reopen the mail-attachment, all german umlaut are corrupted (see attached screenshots) I use IE 6.0 with Windows XP prof SP2 It works again after closing IE and reopening IE again. It is really annoying. Can anyone help? Juergen
SLA configuration
Have noticed 2 problems with the SLAs First, you cannot delete an SLA you have made if you used it anywhere. It gives an error saying that it is in use. This is a problem if we create an SLA, then change it or no longer offer it. Also, the longest response available when configuring the SLA is 23 hours, 59 minutes. Our SLAs call for a variety of times, from urgent (1 hour response) to a 48 hour response time for non-urgent issues. We need a way to set times longer than 24 hours.
Email fetching Problem
Hi there; I cannot start fetching service, all settings was okay. the fetching stopped as soon as I start it. I restart the whole server without any result Plz advice
Replies to and from requesters
We have noticed that since upgrading to 7012, if a reply comes in from a requester to an email sent by ServiceDesk, then SD sends a reply back (Acknowledge requester by email on receipt of the email reply) message )which turns off the red envelope on the top screen, thereby we are not alerted that the reply has arrived. Also, prior to 7012 we had the reply turned off, upgrading to 7012 seems to have turned this on. Apologies if this has been covered in another post, I checked but I couldn't see it.
Error when trying to view Approval request
Hi, We are receiving this error often when approvers are clicking on the link to reject or recommend. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345)
SLA (Respond vs. Close)
SLA's normally dictate the time in which a technician should make contact with the requester once a service request has been submitted. By using the SLA feature to dictate the time to close a service request, alone, does not adequately control the full SLA. The following modifications should be made to the SLA section: 1. Create a "Response" tab & "Closure" tab 2. Move the existing escalation steps to the "Closure" tab 3. In the "Response" & "Closure" tab, add a checkbox to enable/disable either
Push surveys
In addition to the automated survey options, it would be incredibly helpful to have a "Send Survey now!" button which can be used to distribute your current survey to an e-mail address of your choice.
Cannot Delete SLA
I have an unused SLA in our database that I cannot delete, the error it gives is: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,201,910,304,968.
a nick is required with bbcode does not retrace one's steps
Hay take delight to conceive of with BBcode for me does not refashion out to spawn references to the absorbing pictures and video on the topic. Or scrap down affiliation on this topic
documentation of tables database
Hi, I�m working of service Desk 7.0 Enterprise. I would like to know, are where stored the history of allocations and reallocations of the requests in the tables of database? Thanks & Regards I. Delgado Especialista del Producto :D
Request closing rules
One of our custom fields is: Cause of error/job request This is a custom field with a drop down box with a list of various reasons for the cause of the problem. As it is a drop down list, one of the entries is the default - in our case it is a "-". We have a closing rule that says that there must be an entry in this field, but as it is a drop down box with a default it will never be empty. Can the close be made so that it is condictional? In our case conditional that it isn't the default, although
computer monitoring software
Hi And What computer monitoring software do you prefer? I think that nowadays it is hard to find computer software monitoring wich will suite you.. What can you reccomend? G'tenebriousness
Email notify a requester / user when notes or time is added
Hi Adventnet, I was wondering, we have just turned on notifications to our users, but when I add notes or add time to a request, the requester is not updated by email? Surely there is an option for this? Currently it is only emailing the requester when a request is created, a resolution is posted or the request is closed? How can we have it so they get emailed when notes are added or time is added? Many thanks, Jon Clayton.
DST Timezone problem
Hi All, The time that the calls are coming in are incorrect. There was a change to DST where it was delayed by a week therefore a call that is coming in at 4:30pm is being tagged at 3:30pm. Where does SD get the time for the call when it picks it up out of the mailbox? And please tell me that there is a quick fix to the problem. Cheers Brett
Issues and questions
Questions I have been asked about this product I need resolved 1) Do the business rules process emails fields as plain text, meaning I have to take into account HTML formatting when creating my business rule. 2) How do I use a comma in a business rule (escape character). 3) Is there a patch for the web UI that will understand timezone offsets, especially considering the backend database is storing the EPOCH time as UTC.
Reporting over multiple domains
Hello all, I am situated in Australia and look after the pacific area(Aus and NZ) we are looking at upgrading and using SD+ in our other geographic regions, South East Asia(Singapore, Seoul and India) and Greater China(Hong Kong, China and Taiwan) Considering the above, how can I gather useful statistics from reports for each of these regions without having to go through major calculating?? Can I allocate domains to regions ?? Hope this makes sense??
ASSETS QUESTIONS?
Good Morning Guys, Have some questions about assets module. When clicking on an asset, I've noticed the region & location fileds. As far as the location field, I know where to fill that value in. But what about the "region" field? Where do we fill that value in? Also, when running a "respources" report, I have the value "site". Where do we fill in that value as well? Best Regards, Paul
Create a backup take more than 3 hours!
Good morning, I've a little problem with saving database. I've created a shedulde task on a Windows serveur 2003 on a VMWare serveur. We use the helpdesk for 6 month, not lot of tickets and attachment pieces and the backup take already more than 3 hours! I've deleted the log files (about 5Gb) and it's the same. And the backup work only 1 time on 3. It generally stops on the generation of the file aaaaccsession.sql 2 hours after the begin and the file size is about 150Mo. What can I see and do? Thanks.
Back-up and Restore Data and Config Settings
Good Morning All. I have had a quick look through the forum and could not find what I was after. My question is, does the built in backup of the servicedesk plus back up all my config that I have inputted into the program and all my calls. I have installed the DB to SQL server 2005. But basically if the server crashed, I would like to install a fresh copy of the software and be able to restore my config and data. Or is all my call info and config stored with in the SQL Server. I am no SQL expert
Deleting a product - I don't know the module association!
So I was naming all of my products with the manufacturer up front because I thought it would make it easier to identify. Upon doing a domain scan, SDP recreated all of the products with the proper naming convention. Currently, I have double entries: Dell Optiplex 280 Optiplex 280 I would like to go and delete all of the entries prefaced with "Dell." I've deleting the vendor association but there are still other associations. Where should I check? What should I look at? If I go to workstations, all
Purchasing module updates
I request that there needs to be a way for PO clerks to add vendors and items. Requiring them to be full SD admins is security and segregation of duties violation.
Annonymous access on Tomcat
I need to know how to enable annonymous access on SD so that when users go to the external interface they aren't prompted to enter credentials just to show the login screen. Any help would be appreciated. I also need to know how to setup a virtual host for SD so that i can have internal clients redirected through DNS. Thanks -D
Various issues
I am now in more serious need of properly-functioning custom views, so I am going to complain again. Custom view criteria do not work properly, period. If you specify any criteria for assigned technician, there doesn't appear to be any way to make it show unassigned requests as well, no matter what I do, even though "none" is a selectable option when choosing technicians for the view criteria. Here is the view I'm trying to create. I would like somebody from AdventNet support to try this and see
Unknown Workstation
i have a problem with my service desk plus If i click on "workstation" i see : (service desk.jpg) and if i click on one server/workstation, in my exemple alpha-test (service desk2.jpg) i see Product Name : Unknown Workstation and if i push on edit, is not unknoown workstation but (service desk3.jpg) how don't see Unknown Workstation and good name? Sorry for my poor english
Updateing reminders in requests.
When trying to update a reminder in a request, we get a HTTP 500 error every time and the reminder is not being updated. This is on build number 7012 using MSSQL 2000 as the database server.
How to merge 2 Requester ?
Hallo, I have 2 same Requester in the List. The one have less information, the other have more information and i want to merge the two requester. For example: see attachment Can somebody help me :?:
Requests Approval Status
Is there any way to check which requests with pending approval status? Currently, I have to open each request individually to determine the status. Anyway to check overall? This really would help the management team. Thanks in advance.
Link to add Categories/Sub Categories from the Edit Request
I'd love for there to be an option in the Category, Subcategory, and Item drop down lists to "Add New". Or just a link next to the drop down to create a new one. I often find that when I'm editing my requests, I'd like to add another Item or Subcategory, but without a link I have to leave the request screen, go into the admin menu, and add the Item. I often get sidetracked at this point and forget what request i was editing in the first place. It would be very handy to be able to "quick add" these
SD on Linux Debian + AD Authorization
How i can make AD-users authorization in SD(Linux)? When i tray scan local network for othes computers I get "Connection to SSH Service in the workstation failed." How I can search computers with WinXP in domain?
Next Page