Asset Auto Assign Workstations
I have possibly been confused over the Auto Assign Workstation function as I thought it had worked. However On the Asset page it is stating 166 Unassigned Workstations. I choose Auto Assign and have list brought up in 50's and assign them. I get teh green progress bar advising it has assigned them, and a green notification status at the top of teh page, advising it has been done. The list however doesn't change, so I move over teh page to the next 50 and repeat the exercise. Once complete I come
Asset and Component Interaction
Feel a bit dense even asking this, but here goes anyway. What is the intended relationship between Assets and Components? Sort of assume that in a typical environment that a PC base station would be an asset, and by example the peripheral items such as keyboard and mouse would be components. I'm not so worried about low cost items like mice, but am about TFT screens, so would that be expected to be an Asset, it has a significant value, or a component? Then you have things like Broadband Routers,
CSV IMPORT
HI.. We have SP 7.02 imstaled and i'm tryng to import 100 users via a csv file.. Everytime I choose import i get a message that reads" Please recheck, only CSV file is allowed".. I have saved the file as a csv from excel many times.. what am i doing so..
Contracts Notification Period Only 60 days
It seems that you cannot exceed a 60 days notification period of contracts you load into SDP. We have some contracts that are based on a 90 day notice period and as such I would actually want to 'remind myself' of the contract end early enough prior to being able to enter contract renegotiations without missing my opportunity to serve the supplier notice. I therefore suggest that the notify option is increased from 60 to 120 days ?
Default Request Filter
Hi, We would like to set a new default on the request filter. currently the default is "open requests" which makes loading the page time consuming in a busy helpdesk enviroment. please advise how we can default to "My open Reuquests" etc. Thanks Marc
Upgrading: Instructions, Most Stable Build?
I'm running SD 5.5.0 build 5507. I'd like to upgrade, as I'd prefer to use SQL, but I can't find any documentation on these things: a) Which version I should upgrade to (i.e. which version is the most stable release) b) How to upgrade to that stable version without losing any of my current data c) Which upgrades will be covered by my licensed version. I have an academic license since I work for an university; I can't find information on which upgrades are covered by that license. Also, I know that
mysql-nt.exe stops working
Hi all. We are experiencing problems today with ServiceDesk. It won't stay up and we are having to restart SD every ten minutes or so. The error on the server indicates "mysql-nt.exe has encountered a problem". SD has been running fine for months now, has anyone got an idea why it might start falling over now please? Thanks in advance.
MSSQL Query to report on Business Rule assignments
Hi, I want to link request categories to the category criteria held within a business rule I've written which places requests into a specific technician request group (for email notification) based on the request category. I also want to link the group assignment information to this same query to provide a big picture and document how the business rules work for my organisation. If you can advise me which tables hold the following, I may be able to work this out myself: 1) the business rule information
Version 7003 Released
Version 7003 has been released and the list of issues fixed in this update are # Html formatting not maintained while replying to a request # Users not listed in alpha order while creating a CAB # Clicking delete workstation in list view throws an alert with "Undefined" as value in French language # Left side links are missing for the first time when logging in with a language other than english. # Unable to edit request using inline edit [Professional and Standard edition only] # PO which is sent
Does access stop after 30 day trial?
I have configured an instance of SD+ V7 at a client and they are in the process of obtaining a licence for the product but it's been over 30 days since we installed it and when we try accessing the site thru IE7 we simply get a IE cannot display this page error. Does access stop after 30 days and if so how do we go about installing a licence?
Exception while trying to add new PurchaseOrder
One of our ServiceDesk users received the following error when he tried to save a purchase order he had created: _______________________________________________________________ FAILURE :Exception while trying to add new PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,191,520,254,119 _______________________________________________________________ I've contacted ServiceDesk support about this, but so far haven't heard anything back. Does anyone know what
Downloading version 6
Hi all. I want to know if is possible to download yet the version 6 of SD+, because in version 7, i am not able to change language into spanish. Thanks
Business Rules not firing
I've created a few Business Rules, but they don't seem to do a whole lot, or anything really. To test things, I've created very simple rules so that all requests will be subject to the rules, such as "Subject does not contain 'aksjhdkjasnda'" or Requester name is mine (the one and only, of course), and then creating a request that obviously doesn't have "aksjhdkjasnda" in the subject. I tried to change the Category, Status, Urgency in one swoop, but only the Category took. So, the rule is working,
AD Pass Through Authentication
Just installed SD+ PE v7 I have imported all users from AD and set technicians. When enabling AD Pass through authentication and clicking save the tick is removed straight away. Then trying to logon and prompted to logon to local server (windows logon box) Installed on Windows 2003 server. Has anybody come accross this or have any suggestions. Thanks
Upgrade ServiceDesk Plus 6 to ServiceDesk Plus 7 PRO
Good Day... I buy a license for ServiceDesk Plus 6 and i want to upgrade to ServiceDesk Plus 7 PRO, what do i do? I need to pay more money?
"My Details" and "Solutions" Tabs
Hello, Is there any way to remove the "My Details" and the "Solutions" tabs from the requesters view? We have multiple clients and do not want the requesters to be able to see any solutions that are not part of their organization. Also we want to prevent users from changing their details. Thank you.
Upgrade v7 edition X to v7 edition Y
Quite simply, if you come in in, say the Standard edition rung, can you later upgrade to one of the other editions of the same version for less than full price?
Preventative Maintainance
Within Preventative Maintainance, is there a way to enable a quick closure. As we are using the "technicians must enter a resolution" feature, and this is not needed for PM. Thanks for your help.
I want to integrate help desk with our software
I want to integrate help desk with our software. Is possible automatically to pass a name of user and password from the program to the beginning of session, to avoid that the user knows his name user and password.
Errors while scanning, no data or error reported in interfac
Hi, We're having some trouble scanning (manual, network or AD) with certain machines. No data about the machines is reported other than their Operating System, and the last scan success/failure status is never updated for the machine. The following is a cutting from serverout.log which seems to show an exception being raised in the scanning code, but I can't figure out exactly where :) [15:22:01:515]|[10-03-2007]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[30]|: Form passed is : com.adventnet.servicedesk.asset.form.WSForm@123279c|
Asset State changing on it's own SD+ 7
I read that there is supposed to be a hotfix for this problem. Has this been released / when is it scheduled? Thanks
Service Not Accessable From WAN
I can access the server's address when I'm on the same local network, but cannot bring up the login page when I'm off the local network. I've tried a telnet session to port8080 and it times out. There are NO firewalls, etc in place. Some time ago I had ran another service on that port (that has since been moved to another port) and it ran fine.
Requestor Templates
How do I allow access to certain templates only to specific users???
Error when removing old domain
We recently moved our network to a new domain name and when trying to delete the old domain from the Windows Domain Scan page we get this error: FAILURE :Error occurred while deleting Domain. Please report the problem to the system administrator, with the Error Code - 1,191,450,836,029 Is there any way to fix this and remove the domain or is it not possible because of database references still having the old domain name? As a quick fix I just unchecked the Public Domain checkbox so it doesn't show
Custom Notification Rules
Hi, We would like to configure separate Notification Rules for internal users and external customers. Currently we block email notifications to customers because they contain information about the self service desk and other information we think would confuse external customers. Our internal users have access to the self service portal, where as external customers do not (for lots of service desk limitation reason). Can you advise how we can configure the different notifications so we can achieve
Can I synchronize additional AD fields?
I'd like to bring "location" over from AD with the user records. Is there a way to add fields beyond what's available in the sync dialog?
upgrade pack
Hello, it has been more then a month now that v. 7 has been out, and I was under the impression that an upgrade pack is to be released last month, but have not seen it. When is the release date set for as of now?
Licensing SQL for use with ServiceDesk Plus
Being a bit of a dunce when it comes to licensing, and find myself lost in the world of licensing models, I'm hoping someone can clarify how licensing in SQL would work in regards to ServiceDesk Plus. Assume 2005. Because this is a web based system and is accessing SQL itself, is only a single device license required, or two assuming a separate system to run the web interface?
Problems with manually adding Workstations
I get this error message while trying to add new workstations: FAILURE :Application exception while adding workstation. : The workstation is already discovered. Please report the problem to the system administrator, with the Error Code - 1 188 289 060 502. But when i search for the name of the workstation i can't find it.
purchase order numbers V7
Hi guys, Just noticed that in v7 you no longer have a reference to the last purchase order number used when setting up a new purchase order... not that its a major thing but it was really quite useful... any chance you could pop it back in at some point?
Error with SQL Server 2000
Please, How I can install SQL Server 2000 to work together your application? Am I obligated to configure the database? or he install himself?
How Start-restart-stop Service Desktop in Linux.
I installed in inux the service desk, but, not works the application. Robert.
Need help with a query for a report
I want to run a report that shows the requests completed by a particular group of technicans in the last 60 days. I ran this report that shows requests completed by this group in the last quarter, and the query looks like this: SELECT ti.FIRST_NAME 'Technician',wo.WORKORDERID 'Request ID',wo.COMPLETEDTIME 'Completed Time',wo.TITLE 'Subject',wo.DESCRIPTION 'Description' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
Garbled Config Files Corrupting Server Installation
:x I tried changing the port number on which the service listens on and now the program server will not start again. This is getting really old. If I edit or make any changes to the config files with ANY editor (even if just saving the file in notepad) the program breaks. The most of the config files are so garbled I think that when one of the editors saved the file (making the file legible), the program can no longer read it. See attachment... If I open this file in WORDpad the formatting is ok.
asset history change request details ?
Just playing with the version 7 demo site. I created a change request with a task to apply a change to a router, a device that was listed in the asset database. closed the task, then the change. I then went to the history tab of the router under assets and there is no mention of the change request or the task number associated to that change request ? I would have thought this would be expected as part of the ITIL offering ? Thanks Michael.
HotFix 6012 - AD not importing Names correctly
We have recently upgraded to service pack 6012 and now the AD import is not working correctly. When the import is run, the user names are showing in the Names field and they are bot the same now. I attempted to uninstall the service pack and received a Uninstall is not supported error. Any Ideas?
SD+ 7 User Guide
call me blind, i can't seem to find a link to the SD+ 7 User Guide download! Can someone be kind enough to point me to it ? Thanks Michael
Active Directory Pass Through Authentication
Can someone please clarify something for me? When "Enable Active Directory Authentication" and "Enable Pass-through Authentication" options are set.... are users still supposed to get prompted for a username and password or is SD supposed to use the credentials they logged on with? My users are being prompted for their AD credentials when they try to access the SD site. Thanks!
Reporting on SLA's in SD7 Enterprise
I'm using service desk plus version: 6.0.0 Build Number : 6012 and i need SLA reports.After I try to use reports you describe and every returns error messages. I have windows 2003 R2 SP2 and microsoft SQL Server 2000. I saw in your query lines that if it'd been use for lixux system and I tried to change that used format to mssql, and it doesn't work anyways. Could someone help me with this? Thanks,
winmail.dat
Messages sent from MSOutlook received by SD with correct body except attachments incapsulated in winmail.dat Workaround is to use external TNEF decoder. Where is the problem - in SD or mail server ? Outlook opens same messages normally....
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