Notify when a request is picked
How do I send an email notification to several people when a request is picked up or is assigned?
How to migrate from ServiceDesk (SD) V.6 to V.7 ?
Hi, We want to know , how to migrate SD v.6 to v.7 by mechanism like this : We install new SD 7 in new server ( because we change to linux OS) and we want all the setting (rule, Db etc ) from previous version (SD 6) migrated to SD 7 ? Is it possible ? If possible, would you mind telling me where we can get the documentation regarding this ? Thx alot
Ability to Trial Service Desk on Small Group of Domain Users
We haven't gone live from a customer perspective yet, we are only using it from behind the scenes for the technicians and have turned off all customer notifications. Is there a way, I wish to trial a group of 30 domain users from different divisions to gather feedback. I would like them to receive the notifications and surveys, but I do not wish to use it for ALL 350 users. Can this be done? I can't think of another way to trial it without showing them it's full capabilities.......
Software as items to report on
I would like to build a report listing the software that is loaded on PC's according to the scan. I can see the data in the db (MSSQL) and I can query the data as well. I cannot see a way to access the data in the built in reporting system. If I am wrong, please help me If I am not wrong....BUILD IT I should not have to go out side the application to get this info using Crystal Reports. Using Version 6.1.1.2 Can I get a vote on this from my peers? select workstationID,Softwarename,Filevendor,fileversion
Service Pack installation
Good day, I'm currently using ServiceDesk 7.0 build 7005 and I would like to update to 7009. What would be the best way of doing so and where can I find the update package? Thanks Skid
SOAP interface
A SOAP/XML interface to allow data extraction for reporting without being tied to your data dictionary/changes, or for submitting/generating tickets from another interface, such as montoring tools or automation tools.
Advanced automatic request ticket routing
I would like to be able to receive a request via email and do multiple different things with it. 1) Route based on sender 2) Route based on receiving address (Would require multiple email inboxes) 3) Route emails to templates, which could spawn multiple requests (like a new user email from HR, which could spawn a PC setup, user account setup, security access badge, etc.) 4) Automatically close a ticket based on rules - such as an automatically generated alert could close a ticket. (i.e. Site24x7
Vendor edit/add role
I would like another role to allow a group to manage vendors.
Regular Expression Email Routing/Assignment
I would like route/assign emailed tickets based on regular expressions.
How to edit labels?
Hello, Can someone tell me how to edit the labels in Service Desk? We need to replace the word "Request" with "Issue". I don't see any way to do it in the Admin section, so I'm assuming I have to do it manually in some config file. But I can't find the config files. Thanks in advance. Ben
Request Access Levels - Changing Dates
Is it possible to include at some point in the future, the additional permission to allow Technicians to edit dueby & created dates but without giving them Full Access and thereby the ability to Delete Requests?
EMAIL FETCHING PROBLEM
I HAVE SERVICE DESK SOFTWARE. I HAVE CONFIGURED THE MAIL SERVER WHICH IS EXCAHNGE SRVBER.STILL WHENEVER I TRY TO SEND AN EMAIL TO THE USER FOR THE APPROVAL OF CALL CLOSING IT GIVES A ERROR MESSAGE. PLEASE FIND THE ATTACHED FILE .
SD 7 CSV Import Users - Requesters don't import Login Name
I can't import form CSV file the field Logn Name, the only one the indetify uniquely, so each time i import the users are duplicates !!!!!
Assign to Group, but still showing as unassigned
When we create requests, and assign to a group, the request is still showing as un-assigned, which is quite frustrating, as I can see when we are fully LIVE, there will be hundreds of calls that will be like this. What is the answer, is there anyway to have it so when we assign to group, that the unassigned disappears, or do we have to choose technician as well, having to choose a technician is not an option, as we want the techs to grab requests from group, and we are not always aware what is happening
Cannot start SC+ on Mandriva 2008
Dear Sirs, After installing SC+ (latest build) on my Linux box, when running sh run.sh i get the following error Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days (more or less 10 seconds later) Unclean shutdown of previous run Failed to start the server. Please refer logs for more details I've tryed to reboot the machine, stoping Mysqld but no joy. Please find attached the logs as I havo no ideia on how to get this to work. Please help us on this.
Assigning IT Asset Types
Several of items are appearing in our scanned workstations, that are not work stations. This includes: Servers, Switches, WAPs, etc... How do we assign these items to a different IT Asset Type?
service desk pro doesn't authenticate wit Active Directory
Hello, Since yesterday I can't login to the servicedesk pro ent. version, I think it had problem with Active Directory synchronization. Please Advise. Assaf
Support for MAC Operating System for Asset Scanning
Hi, Can anybody help me to do MAC OS workstation scanning for Assets Details.I am using Version 7.I need a procedure and settings on the MAC machine to enable asset scanning
No mssql install
I am trying to isntall ServiceDesk Pro on a windows 2003 enterprise / mssql 2005 enterprise system. The installation appears to complete successfully however, the database is never created.
Custom Reporting
I have been asked to create a custom report based on announcements. With the reporting options it dose not give me the table I need. Is there any way to get the name & fields of the table without going behind the scenes?
Cannot stop fetching. Error Code - 1,199,299,057,960.
I cannot stop mail fetching, and mail is not being fetched. The error log is listed below. Any thoughts? Running build 6015. Thanks! [13:37:38:054]|[01-02-2008]|[com.adventnet.servicedesk.setup.action.FetchStatusAction]|[SEVERE]|[20]|: Exception occurred while updating MailFetching |java.lang.NullPointerException at com.adventnet.servicedesk.setup.util.CalendarScheduler.getScheduler(CalendarScheduler.java:137) at com.adventnet.servicedesk.setup.util.CalendarScheduler.disableTaskInputForSchedule(CalendarScheduler.java:167)
Issues scanning workstations in new child domain
Hi Folks We have created a new child domain and when we try to scan the workstations we get the following message: "No response received from workstation. Probably the workstation might be switched off or does not exist." all the workstations are ON! Note: the new child domain is at a different phyisical location to the SD server. We are trying to scan over our WAN. Cheers David
Time spent on report
When a technician enter the time spent In the field add time spent and when I do a report with this field I don't see the same thing. I see the difference betewen the Hour of request begin and request end. But I want to see in the report the time spent that the technician add in the field time spent. Thank's
Tax Rate changes for Canadian users
Hi, How do I change the way the purchasing module calculates Canadian GST. As of January 1, GST was reduced to 5%. Currently, the module still calculates the tax at the old 7%. This requires a manual entry to correct everytime. Any help would be appreciated. Thanks,
trouble accessing archive downloads
Am I the only one having trouble accessing the archive downloads section; so I can download build 7009. I was getting a HTTP 404 error earlier in the day and now I get a blank screen or page cannot be displayed.
Can I move data from one server to another server if the two
Currently, I am using Service Desk Demo build 7008, trial version. I also have 7006 build installed on another server. When I did a backup of my 7006 build and restored the backup to my 7008 build. there was no error. However, the restored process didn't work. Nothing has been restored to my 7008 build. Do I mean I can only move data from one server to another if the two build are exact version?
Create request on SD+ has problem
Create request on SD+ has 2 request. This problem found on 1 account.
Edit Completed Date
An administrator can edit the created date but not the completed date. This is something we would need to do when entering or updating requests retrospectively.
two service links to same server
We currently have Service Desk Plus and AD Self Service installed on the same server (port 8080 and 8888 respectively). What I would like to do is create user-friendly addresses to the services without them having to type the port numbers in. For example: helpdesk.mydomain.com points to the helpdesk page on 8080 and password.mydomain.com points to the self service page on 8888. What is the trick to setting this up? I assume we need to configure something in DNS and/or the IIS service on the server
MySQL error in event manager, causing SD7 7001 to crash
Hello, I am having the same problem with ServiceDesk7 build 7001. Our system was crashing before on a Virtual Machine, then after speaking with support, we migrated to a dedicated machine. I know our system resources on our new server are more than sufficent. Servicedesk is the only software running on the server. the server is Windows 2003 Server SP1. I get the MySQL.Time_Zone_Leap_Second warning in application log. The time and date stamp is congruent to when the servicedesk is running slow or
Activity Report to match Global Request view
There is no report to match the global request view (which displays Inbound, Completed and OverDue requests for the current/previous week/month).
SD 7009: issue with assets
None of the workstations show up in the all list. See picture below. I think it has to do with the "<t"
SLA Notification Emails
Hi all, Since upgrading to 6014 during the week I notice there are problems with SLA Notification emails. I'm running SD+ on HTTPS. The Alias URL is setup correctly in Admin -> Self-Service Portal Settings e.g. https://servername. I notice that the SLA Notification emails (received by a number of users) alternate between having the included request URL as http:// and https://... Obviously the HTTPS URLs work but the HTTP ones do not. A workaround would be to setup a redirect from HTTP to HTTPS for
An SD+ index page for PDA web browsers to enter requests
Can we have the ability to submit a request from a PDA web browser (i.e. a cut down SD+ front page). The ability to add/amend whilst on site or whilst travveling from a PDA would be useful.
Business rules to add action of "delete ticket"
Add an action in the SDP business rules of "delete ticket". This will enable you to create rules to drop calls you don't want. It is cleaner than closing them, as we get ones from autoresponders, etc, which make new tickets and you don't need to keep a record of these. Also email non-delivery responses can make new tickets.
what port will be use if firewall enable in winxp
If firewall enabled in winxp what port will be use before performing network scan. We add port 135 and 445 in winxp firewall expemption but still rpc error in sdp network scan. We try to enable firewall in winxp then run netstat Proto Local Address Foreign Address State TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4404 TABLISHED TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4405 TABLISHED TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4406 This way
Link to survey in email
I would like a working link in the emails sent out to requesters prompting them to take a survey on the request. Currently the email only displays the url of the survey, but the text is not a hotlink. Here is what I have in the email: Please follow the following link to participate in the survey--$SurveyLink What do I need to do to make the $SurveyLink a hot link?
Bug:Quick Create - New request,-> first category establis
Hi. When create new quick request, the first category is automatically established. It is a mistake or so should be? It turns out, what not correct categories are used, as a result - mistakes in reports.
At me a problem with display all All Conversations.
Hi. I have Request. Request have Conversations. I send Submit For Approval to user, but when user wishes to look Conversations - (Presses the button Conversations ) - Nothing occurs, there is a error: "offsetTop" is null or not an objects. The request to help!
copy of v6 exe file
Hi Has anyone got a copy of Service Desk + version 6 exe they could send me please? I will provide email as necessary. Thanks Lee
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