Components in non IT assets
Before we spend a lot of time settings things up incorrectly, can I check how others are using this part of SD+ please? We have a number of telephone phone systems installed at our clients' premises. The systems normally consist of two items; the phone switch and the voicemail Each of those items have been created as separate assets. Inside each of these items are various combinations of cards, line cards, extension cards etc.. The we have created as components. The phone switch is say called London
Contracts - renewed
We may be using this incorrectly, but if we create a contract and it expires, when we renew the contract the original contract stays showing EXPIRED. Could (or should) this be set to show RENEWED as looking at the EXPIRED list I can't see how you can tell which ones need chasing for renewal? Thanks
Scanning Windows 98 Machines
Hi, We have quite a number of Windows 98 machines but SD+ is not able to scan any of them. I've tried to use the guide posted in other thread (http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002688799) but it still doesn't work. Whenever I tried to scan Windows 98 machine, I got Error 500 status. Here is the detail error message: ---------------------------------------------------------------------------------------------- HTTP Status 500 - type Exception
SLA Violated reports pointless?
Hi all, All the SLA Violated reports look at Overdue Status = Yes. In other words these reports say � there were x number of requests which became overdue over this period of time - at the moment. A report run at the beginning of the month would show completly different results to the same report run at a later time - because all those overdue requests would have subsequently been actioned. This completely defeats the object of trying to find out how well the company performed over any given period
Asset License available
Hi everybody, In ServiceDesk, how can i know how many licenses in asset management is still available ? Regards, Jmorais
CUSTOM REPORT
I need a report showing the following all helpdesk calls with the title new user I am using servicedesk plus on mysql database
migration to SDP 7 from build 6015
Hallo everybody. We are trying to apply the upgrade pack to migrate to version 7.0, from SDP build 6015. On Post-install phase (98% of the entire process) the upgrade pack fails with the following error : --------------------------------------------------------------------------------------------- INFO: Problem during installation of patch com.adventnet.db.persistence.metadata.MetaDataException: Data model cannot be mo dified reverted to old at com.adventnet.updatemgr.util.ConfUtils.applyDDChanges(ConfUtils.java:
Request last updated query
Hi Folks, Just started looking into the reporting functions of Service Desk more in depth. Anybody able to let me know how to query when open requests last had an update added to them? i.e last time a note was added. Cheers.
Merging requesters
Hi, I am just wondering if it is possible to merge requesters. We have lots of requesters on our system, and lots end up duplicates because they are added with slight differences. We can't delete the requesters because they are linked to queries. I hope this makes sense and someone can help me. Craig.
Initial view on changes incorrect filtering
When you go to the change page the technician is being taken to the MY OPEN CHANGES page, but the list isn't filtered so they get all changes shown. They have to change the view and then change it back to MY OPEN CHANGES at which point the view is then correct. If you then open a change and when you close the change it takes you back to the change screen in MY OPEN CHANGES view, and again ALL changes are shown. Very frustrating and even worse when someone has a multipage list of changes. Hopefully
500 Error When Editing a Task
When I edit a task and tell it to save I get the blow error. The changes are still saved however. This has been going on since we upgraded to 7010. 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.helpdesk.util.NotificationUtil.isNotificationEnabled(NotificationUtil.java:103)
Error code 1,203,594,594,969
FAILURE :Error while adding the Product Details : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,203,594,594,969. Is this our system admin or AdventNet?
Can I add the created date to the tech view of a request?
Can I add the created date to the tech view of a request form? Some times we don't get time to enter request until the next day or so. Most of them have been completed and just need to be added as closed. We would like to set the dates on the request form and not the second screen. I have tried to add the field but it will not show up.
Enable AD Authentication directly on SQL database
Hi, I accidently disabled AD authentification on SD7+, and now can only login using guest/guest. Where can i enable ad authentification directly on the MSSQL database? Please advise asap as i have no way of using the service desk before this is solved! I hope somebody can help! Thanks! David
Can't update Tickets
We are using SD 7.0 build 7010. We are unable to update any tickets, when we make a change and click save....it just sits there saying processing please wait....I've left one "processing" overnight and still no luck.. Anyone seen this before?
problem with displaying assets
When I turn to page assets - workstations, nothing shows. But if I search for * in assets visible all workstations
Automatic Refresh - Global View
We just recently starting using ServiceDesk Plus. All help desk analysts are setup as admins so that we can use the global view and watch our queues. I know that from there, you can go into one of the particular analysts queues and setup a refresh for every few minutes. Is there a way that we can do that for the main global view that lists all of the queues. The way we have it setup is that an email comes in and is fetched, a case is created, and thrown into an "Unassigned" queue. From there we have
Suppression of e-mail notification for self generated action
Is there anyway I can setup the system so that any notification message that is created is only sent if the recipient isn't the person causing it to be sent. For instance, the e-mail pickup loads a request in and it is unassigned. I go in and qualify the request and see that it is something I can deale with and assign it to me. When I update that request I get the notification message e-mailed to me telling me I have been assigned the work. The same occurs with Change, problem etc. With a small team
Hotfix 7010
I've noticed a few forum posts relating to hotfix 7010 today. There seems to be no announcement like there used to be listing the fixes etc. Also, even though I clicked the 'About' option in my SD+ 7 build 7009 it said I had the latest version! I've been in to the archives and sure enough the hotfix is there! Could we please have annoucements in future as they are useful to let us see what is available?
Unable to translate default product types
In the multilanguage version, some IT items in the product list are not editable for translating it to local language. Is there a workaround?
Feature request: Option to forward request including
I am using Servidesk plus 6 -6010. I would like to have the option to setup a rule or alert so the request including attachmetns can be e-mail to a technician. I currently can only send request alerts for technicians. when the technician gets the request , the attachments on the request are not included
Requested resource is not available
After a upgrade SDP 7009 on 7010 pictures in applications are not displayed. On file system there is this picture: \\server\c $\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png The Reference to a picture looks so: http: //server/inlineimages/workorder/1393/0.png HTTP Status 404 - /inlineimages/workorder/1393/0.png -------------------------------------------------------------------------------- type Status report message /inlineimages/workorder/1393/0.png description The requested resource
How to Backup & restore MYSQL Database to a new server ?
We have installed Service Desk Plus Enterprise trial version in an old server and we do have a lot of data stored in that server. We purchased the licnese and then installed it on a new server. I did the backup of the MYSQL data base in the old server and copied to the new server that is running MYSQL. What is the next step to Restore this database in the new server ??? Help
SDP 7 Workstations scanned and from purchase orders
SDP 7009 Upgraded from 6014 As things have changed from SDP6 to SDP7, I have been going through the data checking all data is correct. I have noticed I have a lot more workstations listed than should be. These extra workstations are the assets received from purchase orders. What is the best practice way to deal with assets (now workstations) created from receiving goods from a purchase order? The workstations are also created with a Windows domain scan. Do I merge the PO workstation to the scanned
Unable to define $ticket owner for SLA escalation
When you define $ticket owner as the escalation point, SD+ does not remember the setting and instead disables that escalation level. Version 7009.
Sub-Catagory & Item can't be specified in Email NNotific
Sub-Catagory & Item are not avilable as variables in email notifications. Version 7009
ServiceDesk quit over the weekend and now fails to restart
At some point over the weekend, SDPlus (we're running version 6 something, can't be more specific because I don't know how to check the version when the web interface won't start--anyone give me any clues how to do that?) stopped running, possibly as a result of the drive its database (a SQL Server) is on becoming full. Now the drive has been cleared and has 20GB+ of free space, but ServiceDesk still will not start up. I have attempted to start it both by restarting the machine and by manually using
Graphic glitch?
Here's an interesting problem. The green "New Request" and "Create new" buttons overlap each other. I thought that was normal at first, but all the screenshots I see from others show the two separated. This can be seen in the attached screenshot. This can be seen both on our test and production systems, and occurs in both IE7 and Firefox, and it also persists after multiple cleanings of the browser caches. As a result, the button that drops down the menu of request templates is not visible. Since
screen refresh constantly - impossible to use
using SDPlus 7011 with Vista SP1 on IE7. It is like the javascript is constantly making the screen blink. it's really noticable on say the admin page with all those icons. if you mouse over any of them.. the screen will blink. I have a headache now. I don't want to have to go to Firefox just to demo the product. THis problem doesn't happen on Windows Server 2003 with IE7 or Windows XP SP2 with IE7. of course the machine i'm stuck using right now is Vista SP1. Let me know if you want any more info.
deleting attachments
Hi I am trying to delete an attachment by editing job, clicking on delete icon and pressing update button. When I go back into the ticket it is still there. I have added and removed other attachments from the same job but this on will not delete. Is this just a glitch or can I force its removal in any other way? regards
Dumb Question.. But How Do I set an Announcement?
We have the Self Service Portal setup, and I've got it the way I think will work however I can't find the option in Admin to set the Announcement box on the user portal. Can anyone help? I know it's stupid, but I've completely missed it!
Edit the Location field of an asset.
I must be blind or something but after upgrading to 7 from 6, I can no longer find the location field to edit when I click on the edit button for a workstation.
'Domain Scan' changes names of workstations
Hi, I have a question regarding the 'Domain Scan' function. I works like a charm having found almost all of our workstations in less than a week, but i have a, to me, very big issue with it which i hope can be solved. I use the workstation name as a unique identifier for the various PC's, having given each a registration number as machine name (e.g. REGNR1, REGNR2..and so forth). I'd like the workstation name to be the same as the registration number, so i manually changed the name of the workstation
Last remaining questions
Hi All, Just Finishing our evaluation of ServiceDesk Plus. Just had a few questions. 1./ How can i change the layout of the Change and Problem Creation screens? I would like to remove, and a few fields 2./ Can I modify the Actions Drop down within the request screen? I would like to remove things like Enter resolution. Any suggestions would be fantastic. Regards John
Notify technician(s) when attached problem is closed
When a problem is closed, there should be an option to notify each technician that has an incident/request attached to that problem. There should also be notification for the "reported by" person when a problem is closed.
Purchase Order with attachements
Possibility to had Custom fields in the purchase orders including adding files attachments.
Request Template / Form
I would like create custom templates to use for diferent requests. One example would be a NewHire / Term request. Or Adds/Moves/Changes. This form would be cutomizable to include all aspects of a new hire. Currently the templates just fill in fields available to ALL requests. I would like that when a manager selects NewHire/Term template it opens a new request that has different boxes and fileds than the standard issue box. Derek Tymkowicz
Various Asset/Resource/Workstation issues noted in SDP 7009
To AdventNet: Please advise as to status of remediation on all of these items. To SDP users: Please note these items before attempting a production upgrade of SDP 6 to SDP 7. 1.) The terms asset and resource are used inconsistently. The additional fields function on the Admin tab uses the term Assets. The Asset tab in the system refers to the same records as Resources. There are many locations where either term is used to mean the same thing. Please make the system consistent in its use of terminology.
Domain Scan and Xp Firewall Exeptions Problems
when i make a "Domain Scan," PCs that have the Windows XP firewall enabled give error, however PCs with the firewall enabled complete a successfull Scan. my question is: which port o aplication i must add to the exeption list of xp firewall?[/google]
SDP 7 Enterprise - Handling Underpinning Contracts
Looking for ideas, suggestions or the like for how people are using the system to manage the Underpinning contract element of the service Desk. The SLA defines the agreement between the Service Provider ( IT in our case ) and the business, which is great. All is generally fine when you can manage the incidents and problems internally, but there is always the point when you have to fall back to support contracts. Jobs can only be defined to technicians, so how is everyone tracking the jobs that are
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