how can a user send a complaint for a closed ticket?
hello all I have the following question: What do you do for users that do not agree in the resolution? If the resolution is not working, and/or user is not satisfied, is there a possibility to send back the ticket to the same technicien that solved the incident? I couldn't find a button to activate, neither found a mail function for that. Any inputs welcome 8)
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Error 527
Hi I am Getting this Message When i am strating SD7 Inconsistent change detected in date settings. Please restore original date settings. Error Code 527
SD+ assigning to wrong groups
Hi Each time a user sends an email to our helpdesk it is putting it automatically into a group, it is the same group each time but I have not created any rules to specify this group. I have double checked the business rules there is no rule that sends mail to this particular group. I am on version 7 build 10. I have had this issue since upgrading. Kind regards
Report to update manager with latest notes added
My manager wants me to send him a typed weekly update via email with all the latest information relating to requests outstanding and what progress we are upto. Seems we are using SD v7010, I would like to be lazy and get this report to be automated via the SD if possible. It would be ideal if it could be restricted to a certain field that we have created in Request - Additional Field, its called Location (Site) in Label 3. Your knowledge would be great and get me out of a VERY big ditch at the moment.
Upgrade License.
Hi, i have now migrate the ServiceDesk to latest Version 7.0.0 BuildNumber: 7009 But after Upgrading the license i have this error: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.io.FileNotFoundException: license (Zugriff verweigert) java.io.FileOutputStream.open(Native Method) java.io.FileOutputStream.<init>(Unknown
Incorrect results of workstation scanning
On scanning (or re-scanning) some workstations arise following error message: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. On this we see following situation: Some of Workstation Details fileds (for example Installed Memory Modules, Network Adapters, Logical Drives) have not changed their values but have added to list of the according components (see attached pictures).
about mail server setting
hello, Many customer use Microsoft Exchange mail server, it can't support pop protocol, so SDP can't receive mails. Pls R&D do something to solve the problem.Thank you very much!
date issue "M�rz"
Hello together, we have installed ServiceDesk Plus and it worked during half a year like a charm, but now it is always on 100% of cpu load. I traced the SQL-queries and could see that there was a loop. I took the query that produces the failure that caused the loop and executed it usiong an SQL-editor. The query includes the date and tries to write it into an datefield in the database. The sql-editor complains bad date-format, because of the '�' in the german "M�rz" for march. If I set the Systemdate
Urgent Random Crashing
Our service desk keeps returning the following error message on random occasions; could you tell me what this means? (please see quoted txt) Thanks, Shiraz HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.jboss.util.NestedSQLException: Could not create connection; - nested throwable: (java.sql.SQLException: Unable to connect to any hosts due to exception:
servicedesk plus
Hi Just now I have enabled the pass-through authentication nd now the service desk is not showing anythig on the web browser. I need this to work urgently. Can some one call me please. I have sent an e-mail request also. regards Talpasai
View Departmental Requests - BUG!
I have a number of users around the business who act as points of contact between departments and IT. As part of this role, it is important that they are able to see requests raised by others within their department and there is a checkbox on the requesters details page titled "Allow to see all requests for the department". Unfortunately, with each import from Active Directory, this becomes unchecked. There are previous posts relating to this bug and I have emailed support@servicedeskplus.com but
SDP 7 - Asset Management - Windows Domain Scan - List wrong?
Using build 7008 We have one active AD domain in use but a number of contractors on site at present using machines with other domains declared on them. SDP is detecting these and adding them to the list of Windows Domains to scan. That in turn makes them available in the sign in page of SDP as by default all domains found are flagged as Public. So at present I have round 5 domains listed but only 1 is public. The above are annoying but known features of the system. What I found yesterday was the
MYSQL to MSSQL
I want to migrate my MYSQL database to MSSQL, what do I need to do? Is it possible to do it? Help would apreciated. Regards Nuno
Can non administrators change request due by dates
Hi All, Every so often the due by date needs to be changed on a call that comes in. The helpdesk manage this process however the only way that we have found to allow them to do this is to grant full admin access to everything including the admin setup of service desk This has caused a problem in the past where one of the staff was snooping around in the admin folder and made a change, which cause problems. Is there a way to give the access to change the due date of a request however not require full
SD+ Fails to start after Daylight Savings
Monday morning, SD+ fails to start or stay running after DST. :evil:
Reply text - Request
When we reply to a request the following text is automatic added to the message. Our customers thinks it�s annoying. > v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} > Please help!
SD+ Fails to start after Daylight Savings
Monday morning, SD+ fails to start or stay running after DST. :evil:
Asset request management
My department is in charge supporting hundreds of tablet computers with our software on it for our clients. We assign the asset (tablets) to clients' departments, not individual users. In the tracking software we are migrating from, we used tickets that were attached to devices (our tablets). In Service Desk we are trying to get used to attaching assets to requests, though it would be much easier for us to open up the asset first, to see the history, then open a new ticket (request) from that page.
Email & SSL?
I'm trying to configure the email interface on our test install. All of my available email options (POP & IMAP) require SSL authentication. Is there a way do tell SDP to use SSL? If not, how do people work around it?
Monthly KPI Report
Hi I need to provide monthly KPI's to the business and need a single summary reports that gives me the following: Calls Opened Calls Closed Calls closed within SLA Calls not met SLA Number of open calls rolling over I can get some of this through existing reports but not sure how to get the ones that relate to SLA's. I would be greatfull if someone could provide me with the query that will generate this in a single report. Thanks Mike
Upg v6 to v7 - Anyone can login in now
Hi All, Just wondering if you guys can help me.... not sure if this is a bug or not, or if its always been there... although dont recall it. I work for a school, a large school... where we have more computers than students. We've been using ServiceDesk now for like a year, and when we had v6, I am pretty sure the only people who could log into it, were the ones that AD (ActiveDirectory) scan import allowed. ie: I let SDP scan our AD for all Teacher accounts/logins, leaving the student accounts unchecked
what you think about this website?
Let's discuss what you think about this website?
Newb here - Products / Assets - Just getting started
Hey all, The company I work for has been using ServiceDesk for a couple years now. When I say "using," I mean they've been paying for it. I would like to start using it! So I've added a product called Dell m5200. Now, when I go to add an asset, I choose m5200 as the product. It asks me for an asset name. What do you guys normally put here? Is this a good spot to put "Customer Service Printer" or similar? There's a location field also and I don't want to be redundant. I'm just looking for someone
Scanning Worksations
In our business we have about 14 offices. Each office has its own domain, on its own subnet (192.168.1.x, 192.168.2.x, etc.). We have vpn tunnels linking each office to HQ where ServiceDesk is hosted and have routes to each office in place in place. Each Domain is named SCA, SCABN, SCACT. etc. If add a domain to ServiceDesk thats at a remote office and scan it everything is fine, it picks up all machines that are online. Service desk uses IP addresses to perform this scan. Once these machines are
Using Spellcheck inserts extra space
7009 on MSSQL 2000 If you use the spell check option and then select the proper spelling using the built in SDP spell check, it will then automatically insert an extra space after the word you have just corrected. It's nothing major, just a minor annoyance as I then have to go and delete several spaces. Does anyone else have the same issues?
New request template
I am looking to create a new request template which will be used as a checklist to build machines. We build machines specific to our own machine build notes, step-by-step. What would be the best way to have this in the call, either a checklist within the call log description or have tasks assigned to the templates that you need to complete before the call can be closed down? An example of our documentation that we have at the moment is attached below for reference. Your thoughts on this would help
Report for trends
I am looking for a report that can pickup on various trends, say the top 10 call requests being logged, is there a report that can do this, if so could you give the mysql query for it thanks.
Feature needed in Tasks within Requests
I was experimenting with the built-in request template of, "New employee joining the organization". I noticed 4 tasks are automatically created when you use this template. Those tasks are: - Setting up email address - Entry in Active directory - Setting up user computer - Setting up user location There is a significant feature needed in this "tasking" process. Given this specific example, this is a type of request where these four tasks might be performed by different GROUPS within an IT organization.
Request Template - Auto Assign Owners to Tasks
I have created a request template. On this template there are a number of tasks attached to it. Is it possible to have all of the tasks automatically assigned to the person who the request gets assigned to? Thanks!
Assets -= Error Updating Assets
Howdy, We are having a problem when we try to update a workstation. we would like to update the name of the workstation. The example i will use is we currently have a workstation with the name of pc484.domain.local we would like to rename it (because it is no longer apart of the domain) to be pc484 When we try to edit the workstation record we get this error FAILURE :Database exception while updating the Workstation. : Duplicate entry for key Please report the problem to the system administrator,
Request Reply Email Thread
Is it possible to include the email thread in any email reply, when I click reply it is all blank? The template allows lots of fields but not this. Thanks in advance
Delete Survey Results
How can I delete survey results? I mistakenly had the "good" ratings towards the top of the list. So now if they give a good rating; we get a low score. I fixed this but want to delete the old survey results. Please advise
IE8 Beta 1: Ticket with HTML
I know that Internet Explorer 8 Beta 1 just came out and it is beta, but wanted to mention this: When a ticket in ServiceDesk is in HTML (someone sends an e-mail to the program within Outlook for example), when I reply back to the person in the program, it does not translate the HTML. I am using Microsoft Windows Vista Business SP1 and ServiceDesk 7010. Andre
Having problems with a custom query report
I am trying to create a custom query report so that on a daily/weekly and monthly basis every technician and the manager get the report to see what work they have achieved on that day/week/month. I want to include calls that they have closed in that timeframe and also calls that they have just made notes on and logged a work log against every request. I currently have this code below but it doesn't seem to work; SELECT ti.FIRST_NAME 'Technician',wo.WORKORDERID 'Request ID',wo.COMPLETEDTIME 'Completed
Email fetching stops when there is an " ' "
Email fetching stops when there is an " ' " on the recipients name. For example: O'Shaughnessy The error is: [com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[SEVERE]|[24]|: Error when processing. SO RETURNING...|com.adventnet.persistence.DataAccessException: java.sql.SQLException: Invalid SQL statement or JDBC escape, terminating ''' not found. Please investigate and advise.
Custom View's problem
I have a problem with the view, I need a view with my tickets (open, on hold, ...) so all my ticket's non closed. In addition, I need to see all unassigned ticket on the same view. But I don't found the solution. Anybody can help me????? I tried to put a request like this : Request status is not 'closed' and technician is 'me' and 'none' and only my non closed ticket's is showing.
Is there a way to customize Request ID?
Is there a way to customize Request ID to a different format? i.e. YYYY/nn where YYYY is the year and nn is zero padded request id (generated by service desk plus) e.g. 2008/0000001
Was a client ever released?
I just updated our SDP from the dark ages of 5501 to 7000. I was wondering if there was anything else I'd missed out on like a clientside tool for updating the DB?
Upg v6 to v7 - Anyone can login in now
Hi All, Just wondering if you guys can help me.... not sure if this is a bug or not, or if its always been there... although dont recall it. I work for a school, a large school... where we have more computers than students. We've been using ServiceDesk now for like a year, and when we had v6, I am pretty sure the only people who could log into it, were the ones that AD (ActiveDirectory) scan import allowed. ie: I let SDP scan our AD for all Teacher accounts/logins, leaving the student accounts unchecked
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