SD+7.0.9: set due date when creating ticket?
hello, i was just wondering if it is possible to set a arranged due date with the requester when creating a new ticket? We are in the situation where we have no default SLA's and log the majority of our requests for the users. We would like to contact the user set a end date in agreement and use this for the ticket. Now we have to give all our techs SDadmin rights and all tickets get the default SLA enddate which does not reflect the agreements with the end users. and can only edit this after the
Servicedesk hanging and running very slowly
Hi All, We are having an issue with service desk, the CPU will stark spiking from 20 to 100% and the system becomes very unresponsive, when then restart the service and it works fine for a day or two and then the problem occurs again, seems like a memory leak to me, how do we fix this issue, we are running build 7009 with sql as the backend. Thanks, Greg
Holiday List Not sorted
Minor issue - can the Holiday list be sortable by date or description please. At present only seems to be displayed in the order they are entered. Regards, Andy SDP 7009
Entering Dates - an easy way?
Is there , or can their be added very soon, an eay way to enter dates WITHOUT having to use the calendar pick box. I'd just like to be able to type the date in with the time in any box which is a date/time. If I want to plan a change 2 months ahead starting at 9am and finishing at 3pm and do the work at 12noon I have to adjust the start date and end date from the calendar and accept the time as 12:00, then go back and edit the time with mouse clicks to get to 9am or 3pm. Would all seem much easier
Closing Multiple Jobs
Morning, I have a problem where when a Technician selects more than two or three jobs and requests to either CLOSE or PICKUP it tries for about a minute or two then gives a CANNOT FIND SERVER Page. Upon going back to the page the jobs are not effected. Effects multiple users not just one or two.
Images not showing on IE7 Client Side
Any image in the solutions section of the helpdesk are not displayed to the requester. They are viewable on the server. Do I need to add a full file path to the images somewhere in helpdesk?
Full Workstation Report
Good Day, please can someone help me with a query... I need to import workstations via csv into SD7. first I need to eport the current Asset/Workstation/Resources (Workstations) the problem I am having is none of the std reports dor workstations extracts the Serial number of the workstation, please can someone help me with a query to export the following details... Workstation Name Model Service Tag Manufacturer OS Asset Tag (Same as Service Tag) Asset Serial Number (This is the problem child) Assigned
Scheduled backups do not work
I found my first major problem after the migration to 7.0 7009 on my test system. I cannot seem to enable scheduled backups. I edit the settings, click Save, and it tells me the settings have been saved successfully. However, the backups do not run. I checked the database, and the BACKUPSCHEDULE parameters in the globalconfig table are set properly, but the backupschedule table is blank, meaning no backup schedule exists. I have tried to turn it on with IE7 on both XP and Vista and also from Firefox,
Asset Reports
I upgraded from 6 to 7 and lost my asset reports. How do we create them now????
workstation ID question / query
Hi I am a user of version 7.0 and have a question that hopefully someone might know a bit about. Essentially what i want to do is be able to scan a workstation when a computer logs onto the network. I have figured out that when a workstation scan is done it calls this command : http://helpdesk.mycompany.com.au:81/WSInvokeScan.do?wsId= [unique id here] &action=scan&wsName= [computer name here] for example: http://mycompany.com.au:81/WSInvokeScan.do?wsId=1562&action=scan&wsName=admin151.mycompany.com.au
Business Notification to non-technicians
I am looking for a way to inform certain Key-users (non-technician) on various requests from other requestors via Email. I've been playing aroung with tye notification rules as well but could not create the desired result. Thx Tim
tips for efficient blackberry and other mobiles
is anyone using blackberry's to handle support tickets? we are finding it hard to use blackberry's because we cannot find a way to respond to tickets with our helpdesk email address (helpdesk@ourdomain.com) how is everyone else handling these?
SD+ 7.0 on Linux does not work
Hello, After installing the SD+ 7.0 into CentOS Linux 5, and run "sh run.sh", the following error message occered and SD+ did not work at all. [root@centos bin]# sh run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Unable to approve POs
Since upgrading to SD+7 build 7010...I am unable to approve POs. The Tasks block is greyed out and I don't have an option to approve or reject. Is this a bug or am I doing something incorrect. I am logged into SD+ under the admin account.
Product Type for scanned asset
How do I change the product type for a scanned asset? I have a number of assets that have been scanned and designated workstations when they are servers. I have a product type of server but I can't find where I can edit the product type field in the asset record. Can anyone help. BTW Rel 7 Build 7008 Thanks
Need the ability to add more fields in the ASSET
At the present we testing ServiceDesk Plus Enterprise Edition 7 system before purchase. We nedd More then 4 Additional Numeric fields (about 15 fields are needed) and 12 Additional Text fields (about 15 fields are needed) in the ASSET Additional Fields. Right now we are limited to what we can have and as a result Admins must choose between what stays and what goes. How we can receive necessary changes? Whether probably to make them specially for us and how it soon? Business World Publishing, QA
Create Vendor from Outlook Contact
I would like to be able to create a vendor contact from an outlook contact as this is how any people send through their details, or are already our system.
A requester from more than one department
Is there away to assign a requester to more than one department? I am running 6008. Thanks.
FQDN problems
Just a little bit of history, I have been using SD since ver 5. We have not had the FQDN issues until we upgraded to 7. We currently have many machines still on an NT 4.0 domain. Here is the problem, which others have posted about but for different reasons: Say my NT domain is Adventnet. And I have a computer named TEST1. SD (before the upgrade) would scan the computers, using netbios to find TEST1, use wmi to pass the domainname\administrator (i.e. Adventnet\administrator) and the password, and
Automatic User Updates
Is it possible for SD+ to generate automatic updates to users containing call details and history? i.e. Every Friday, send out an email to users updating them on the status of their call(s). I checked in Notification rules and that does not appear to be an option. At this point, it looks like it would be a manual operation by Technician to send out call history to users... So i am kind of just looking to confirm my thoughts... -Thx
After a upgrade SDP v7009->7010 pictures in request are n
Help! After a upgrade SDP v7009 on 7010 pictures in request are not displayet!!! The Reference to a picture looks so: http://server/inlineimages/workorder/1393/0.png On file system there is this picture: \\server\c$\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png How to correct?
Upgrade from Version : 6.0.0 Build 6011 to Ver 7.0
Hi All, We are currently offered an upgrade from Ver 6 to Ver 7, as we bought additional license from 5 to 10. The instruction provided for the upgrade is for Build 6012. Could someone provide me the upgrade instruction from Build 6011. Thanks. Ahamed
Merged ticket lost a conversation from one of the originals
I merged 2 calls on a SPD V6 build 6014 MySQL database, but when you look at the conversations attached, an outgoing message from a technician on the first call (not the existing merged one) has vanished. We have a copy of the email which was sent out from SDP and the corresponding reply from the requester received before the merge, but these have not merged into the new call. Any ideas/suggestions gratefully received. Dean
New computer objects in AD are not imported by scheduledscan
New computer objects in AD are not imported by scheduledscan. I think the problem is that i can't configure the "Check for newly added workstations every X days". SD seems to 'forget' that setting over and over again.
Why no translation?
ServiceDesk Plus 7.0.0 Build 7009 Why isn't there a possibility to translate all text in the dropdown boxes in the "Request details" window (see attached picture)? It doesn't matter which language you choose, it's never translated. This problem was also in Build 7002. Can't find any variables in the translation file for these entries. Does anyone have a resolution for this problem?
edit request - changing Creation date removes assigned Tech
Every time I change the creation date for a request ( loading a batch of old jobs into the system so frequent occurance! ) it removes the assigned technician. Can you advise how this is resolved or if this is being addressed in a future hotfix please. Kind Regards, Andy
Technicians not showing up as Requesters
Hi, Even though on the self portal settings i have it enabled I have some technicians not showing up as requesters, how do I fix this? Thanks, Greg
CREATING A NEW PRODUCT CATALOG
Hi, I am using SD 7 with hotfix 7009 and I need creating a new product catalog in Spanish. How I do it? Can I edit the type and category product? Help me, please Regards
Colour Coded envelopes on Request Page - SDP7
The envelope symbol on the request page is great for letting technicians know when a user has updated the job via an e-mail , showing red with an arrow into the envelope. My only wish at present is that the system generated notifications were colour coded differently from those sent manually by a technician. We have notifications turned on for job creation so jobs typically have the green envelope next to them. Ideally I'd like some indication that a manual message had been sent to the user requesting
Next Scheduled Scan showing "Not Configured"
SDP Version : 7.0.0 Build 7009 Next Scheduled Scan showing "Not Configured" even though scans have been configured - see image. Also, "Check for newly added workstations" does not remember any figure - ie. If I enter 7 days it will show a blank box when you return - see image.
Asset List Not Being Shown to Requesters
I have asked this before and emailed support but I have not seen anything back. None of my requesters can see the full asset list when filling out the web form. I have checked to make sure the "Show workstations associated to requester in Self-Service Portal " is NOT checked but it makes no difference. It worked fine in v6, then we upgraded and it no longer shows the full list. AdventNet can forget us paying the Invoice if they do not start providing some real support. This crap about it will be
Resolved but resolution remains Open
Once a resolution has been entered into a call I'd expect the status to change to Resolved, since you can't have more than one resolution there's no reason to enter anything here unless that is the case. Is there a way to make this happen, or does it need to be done manually every time?
Contact info not showing
When I open up a ticket and select a requester the contact number is not being populated. I made sure the requester has a contact number listed and they do. What is causing this?
Searching within Service Desk
How do you search through notes and key phrases within the requests in Service Desk? I'm having a problem that I've had before and I know that I added a note to a similar ticket with the solution to the problem and can't find a way to search through notes so I'm wondering if that's possible and if so how you do it. Thanks
Scan part of a domain
Hello, will the ability to scan just a OU of a domain for computers and users going to be part of a next release?
Domain Logon FAILS
I have recently completed our upgrade to the latest version of SDP (Version : 7.0.0 Build Number : 7010). We've been using AD Integration all along since v6 build 6008. After the upgrade, and after enabling passthrough authentication, suddenly no one can logon with their domain credentials. I tried disabling AD PTA, and even restarting the SDP service - still no joy. The only way I can get in is to be on the server running SDP and logon using the local tech credentials. So - what's happened???
Cannot use ServiceDesk WebClient
We have been using the new version of SDP for a week now, and today when i re-started our server which has SDP on it, when i logged back on, i cannot access the SDP web client... i simply get a page cannot be displayed error. I restarted the Service. Shutdown the SDP server and re-started the SDP server... still no luck. Can someone help??
backup
What's the difference between running backupdata.bat and the built in backup in version 7? The file size for the one created by v7 is almost half the size even though both the database and file attachments is checked off..
bug with reporting on "Created Time"?
For some reason reports missing out Created Time, even though I have selected it! Has anybody else experienced similar problems? I'm on build 7005...
SD+ 7009 crashes IE7 (Vista) on selecting sub-categories
In a request, when selecting a drop-down field for either a sub-category or item where no field has been configured (in category admin), IE7 will crash. This is repeatable on Vista environments. I cannot confirm whether this is occurring in XP.
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