Display large fonts for non-English characters
Is it possible to increase larger fonts for ServiceDesk GUI ? We are using both traditional and simplified chinese fonts for service call. The text show in GUI is very small. Even I tried to set 'Large fonts', the IE does not entertain my request.
7.011 - Issue - any other user willing to try this and post?
Very simple - we are testing version 7011. Under ADIM | Self Service Portal Settings | Help Desk - Request Additional Fields See if you can simply add a new label and description and save it. Select a different menu item and then go back into Request Additional Fields and see if you new item is still there. For some reason we are unable to make changes to anything in this area. I tried calling support but they're backed up and the last time I emailed support my request got bounced because their disk
Finding Service Desk 6.0
I am currently trying to find a copy of Service Desk 6010 in order to make sure the migration from 6010 to 7.0 will be successful. Unfortunately I am unable to find a copy of Service Desk 6010 to install on our test server. I have tried downloading from http://archives.adventnet.com/service-desk/6010/ but the version of that file is service desk 7.0 Thanks
Adding Multiple Requesters to a workstation
Is there a way to add more than 1 requester to a workstation? We have shared computers on our production floor and want to add all the users to that workstation.
Software Management in Version 7+ ?
Hi, We just moved to 7 and thought we might try and use the software scanning/managing features to help as track our software (currently held within excel and SDP 6). However, i've sat down with two of our technicians and we can't seem to make this work in any usable way as there is no way of creating new types nor categories for software and it seems to pick up every component of every software installation. We have over 175 individual items for just one product. (And you can't even sort by installed
Issue with software assets
We realized the issue when we began creating purchase orders... We must first have the product type and product prior to creating a purchase order for software. Not a problem. However... Once we have received that software, installed on a workstation, and do a scan of that workstation, a new software is added (now there are to software items the one that is not scanned & associated to a purchase order, license, and inventory and the scanned version) This creates an administrative burden. What options
Reject a request
We are using SD+ 6.0 with a Mssql 2000. I have defined a status of request Rejected. What we do....When we have to reject a request we need firs to write in resolution field, after that to save it and go to Edit and change the status to Rejected. Because I would like the requester to see that the status is rejected and in the same time the request to be closed. Is there the possibility next to bottom ''Save and close" to create a button ''Reject and close"?
Attachments
Hi, If a user emails the engine with a *msg attachment it is not allowed through. Can anyone help me locate the file type filter please. Thanks
Tomcat Error While Approving PO.
Some time IT Helpdesk gives error while approving PO. Apache Tomcat error. But the PO Gets approve...Any solution to get rid from this headache... Thanks Jayesh M
Error "1.3 beta is not supported" in Safari 3.0.4
I've tried searching but haven't found anything yet. Is anyone experiecing the attached error? I enabled Debug menu in Safari and get a the following JavaScript error: SyntaxError: Parse error http://phaidon:8080/script/slider.js
Re-add AD Domain to a list of public domains
I accidentally removed my AD domain from a list of public domains and thus lost an ability to log in to the system using AD credentials. The built-in Service Desk administrator account exists, but administrative privileges have been removed from it. How do I make the AD domain public again, thus re-enabling AD authentication? I am running a SQL 2005 back-end and am comfortable modifying the database directly. Please let me know what DB tables need to be modified. Regards, Eugene
Adding Resolution does not change Request stat
I imagine adding a request resolution is supposed to change the request status to Resolved. However, this doesn't appear to happen. Version 7009.
ServiceDesk needs a reboot almost every day
For some reason SDP 7009 needs to be restarted every day as it just randomly decides to fall over. How do I go about troubleshooting this and preventing this from happening, as we are about to roll this out to over 4000 years at the beginning of March and don't want to have to restart it during the working day
Help generating reports
I need some help creating reports. When I create a report by technician, not all technicians in the software are included on the list. Also, I want to be able to track who closes tickets regardless of which tech they are assigned to. Any help would be appreciated. I am creating New Custom Matrix reports.
Software Approval Requests
Hi We need to setup a Software approval where the user creates a ticket to have a item of software installed then this goes to IT and there manager for approval can anyone suggest how they have done this Many Thanks Rob
Problems going from 5007 to 6
Have only just got around to updating our ServiceDesk+, everything was fine up to 5007, but since going to 6 everything has stopped working. Using the run.bat shows all entries as Failed. Tried installing subsequent service packs and all fail, can't uninstall 6.0 either.
Usage of Fields in Asset Home
Hi! We are just setting up the SD+ (V7.0.10) I'm just curious but what do other users specify as a "Resource Name"? We have e.g. 20x Printer Canon IP4200 Should that be Canon IP4200 No1 IP4200 No2 . . ? I believe that is not what the programmers meant with their design. For the other Fields I guess the: Canon given ID -> Resource Serial No Our internal ID -> Resource Tag But what is the Bar Code field for? Does it have any use within the SD+? The warranty expiry date (which can be selected during
editting default PDF (purchase orders)
Does any one know if its possible to edit the PDF that is created when you e-mail the Vendor through a purchase order? specifically, i want to change the logo that appears.
Workstations view error
Have a SD+ v.7.0.0.10 (SQL DB), migrated from v.6.0.0.14. On asset page do not appear scanned device (attached screenshot and html code) and yet, how I can manual add device to group of assets - Printer ?
AD Manager and OP Manager
Can either of both of these additional products co-exist on the same server as SDP V7, or do we need to have them elsewhere if we want to use them? Windows 2003 environment with SQL 2005 backend. Sort of assuming they can live in harmony and if installed together the links at the top of the page get redirected to the local install rather than the sales pitch sites. Thanks in advance, Regards, Andy
Sort report against Region/Site
Region and Site have been added to SD 7, however these additions add little flexibility. We would love to see the ability to Sort reports by Region and Site, as well as set-up Business Rules on the same criteria.
Switch Port management - Recording Who/what connected
New question posed recently was how the system can be used to record the switch port a specific asset is connected to. Our legacy system we defined each switch port and the outlet ports in the building and recorded which outlet port was connected to which switch port. We then allocated an asset to an outlet port. So by association we could determine which switch/switch port an asset was connected. So if we had a switch issue we could proactively advise impacted users for instance and arrange appropriate
Reports Sent to Deleted Technicians
We have several reports configured, both for regular reporting and also for Contract Expiration. We�ve found that when a technician has left the company and their Service Desk technician account is removed, the Reports Notifications are not updated to remove the Technician. We can�t have these important reports going no where and we can�t manually go through every report and every contract to manually remove the technician. There should be a process within Service Desk to go through the database
Asset Components - loose association with Asset
Just noticed that when an Asset changes state from IN USE to IN REPAIR the status of all associated components changes as well. That in a way is sort of useful, possibly. However this breaks the relationship with the asset so that when the status is changed from IN REPAIR back to IN USE the components that were previously assoicated with the Asset are left IN STORE. That is really annoying to the point of being a serious bug I think. That is unless I am totally misunderstanding the point of the IN
V7.5 Sneak Peak.....
What can we expect to see in V7.5 and what sort of timescale? We have numerous suggestions which are commented back as either under review or to be in a future release, and then there is the request forum and then the roadmap site as well. Appreciate that plans change and commiting to features at this stage you stand the chance of being blasted for not delivering it because someone bases business case on it, all I'm looking for is to get an insight into the direction the product is heading. Will
Request Closure
Hello, We have the system set to send an email when a request is set to Resolved, with a Close Request link. The user is then supposed to click the link, and click Close to close the request. My problem is that when a request is set to resolve, the email is sent, the user clicks the link in the email, and when they click on the close button, all it does is refreshes the page. The link goes from something like this: http://helpdesk/workorder/CloseWorkOrder.jsp?woID=212&KEY=1203975782908 to something
Downgrade Versions?
Strange question I know, but is it possible to downgrade from the enterprise itil version to the free version while retaining the information that is still available to the free version? I do not want to ask for an extenstion to our eval version but the limitations of the free version would suffice for proof of concept purposes. We had intentions of purchasing by now but a shift in management means that we had to wait and and now are looking to revisit this, but i didnt want to have throw away all
Technician Complete Overview
Had a request from our techicians to enable them to see all thier work in one place. The MY VIEW section of the HOME tab has all teh information BUT they have to select, REQUESTS SUMMARY, PROBLEMS SUMMARY or CHANGES SUMMARY. If there could be an additional option MY SUMMARY which combines all three above that would be great. Does that sound a viable option, or something others would find useful? Regards, Andy
Servicedesk not collecting mail from IMAP account
The services are running on the the helpdesk and the mail server yet the emails are not being retrieved I have restarted the services. Also I have check the event viewer which had no errors. The helpdesk does show the last time it retrieved mail.. Last attempt to fetch mail : Fri Feb 15 17:49:24 GMT 2008 Any suggestions?
Service Desk 6.0
Is there anyplace to get a copy of Service Desk 6010 I have tried going to http://archives.adventnet.com/service-desk/6010/ but the download version for that is Service Desk 7 the reason i need a copy of 6010 is to test the migration from service desk 6010 to service desk 7? does anyone know where to get a copy of this?
Purchase Order Printing is not as good as Version 6
Is it me or is the Purchase Order printing not as good as in Version 6? The print preview looks like it is almost a landscape view and when printed on portrait it comes out all pushed together.
ODBC Connection to MYSQL ServiceDesk Database
Can someone tell me how I can create an ODBC connection to the ServiceDesk database?
Adding Tabs to the request template
Does anyone know how if at all possible to add more tabs to the request template? I know how to add fields, but need more tabs.
Multi Langauage possibilities
We currently use the English version of SD+ here in Australia and need to have our Japanese offices using SD+ also, seeing how I have the Japanese language skills I am the one who needs to demo and sell this to our Asia Pacific neighbours. I want to know if we can have the 1 database here in Australia, with English speakers using English version, and have Japanese users using SD+ in Japanese, My better judgement says probably not, but am going to ask anyway? So how about it?? Can the language be
What makes an Asset 'Unique'
I'm having a small problem with 2 assets I'm trying to scan, they both get scanned perfectly fine and all info is updated but some way they cannot be both in the list of assets. If I scan Computer A all the info gets updates, I assign it and it appears successfully in the assets. Then when I scan Computer B all the info once again is updated perfectly, including IP - hw & softwareinfo's, but it replaces Computer A in the assets and keeps the assignment of Computer A This got me wondering on what
Adding a Resolution - logic problem with SAVE & ---
Version 7009. When you close a request, you have the option of adding a resolution. We have enforced that here. There are two buttons on the Resolution Tab. 1. SAVE & CLOSE This work as expected and closes the call. 2. SAVE & ADD TO SOLUTIONS This doesn't work as expected as it allows you to enter the Resolution into the Solutions knowledgebase but you're left with having to go and manually close the call. Surely the most logical thing with 2. would be either to close the request automatically or
Request DueBy & CreatedBy Dates can't be the same day
I'm not sure exactly why this is happening, but you can no longer add a request and then edit the DueBy date to be the same as the created date. Obviously, the DueBy date is still ahead of the Created date - I've even tried manually jumping this forward by a few hours but I always get the same message telling me the DueBy date can't be before the CreatedBy date. Anyone else getting this? Version 7010
Auto-assign technician to person closing request
Technician is a required field to close a request, but in our previous software we were able to set a rule that said if technician wasn't already selected, assign request to the technician closing the request. Is this possible? How would we do it? It was in our business rules section in old software, but appears business rules here are only in regard to tickets created. Jenn
HTTP status 500 when trying to edit Technician Definitions
When i trying to edit "Technician Definitions", ther is a link for example: "http://sdesk-address/TechnicianDef.do?mode=edit&id=301&", Service-desk returns an error message: " HTTP Status 500 type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception: org.jboss.tm.JBossTransactionRolledbackException: null; nested exception is (in attach there is full error message) Three technicians positions having this trouble,
Editing Notes Bug
Is there a fix available/in progress for the bug in editing notes? It�s been causing us real problems for many months now. i.e. After an edit, the order changes and on occasion the note content replaced with information from another note on that request! Help! We are on Build Number : 6012
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