Email attachments
Why does it seem that We are getting ignored when we are priomised a feature that has been getting pushed over and over. Email attachments when is this going to be fixed. instead of adding more things/ features why not fix the ones that are broken. I need this fixed asap. I received an email with a screenshot and i dont get it when it comes from service desk. why is that> running Your Product Version : 7.0.0 Build 7022 Request ID : 1934
at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRu nning (SDClientUtil.java: 229)
Hi, I want to migrate ServiceDesk Plus application to anthoer masine and i got the following problem: when i try to restore the AdventNet application, i mention here that the backup is made by AdventNet tools and it seems that the backup dosen't finish. The last message is: " at com.adventnet.servicedesk.server.utils.SDClientUtil.isServerAlreadyRunning (SDClientUtil.java: 229) " thanks
Populate Possible Field Values with API
Hi, We have a request that it be made possible through the API to easily update requester field values. This is because a number of our fields contain information like version numbers that can change even on a daily basis and would be great to have a script run each day that could talk to the sd api and populate with the new list. Regards,
Error during the scanning
Hi I have 243 teams and a single scan, where hosts the application, when you want to scan any of the other 242 sends an error stating that the DCOM on the machine is not enabled. And the following procedure was carried out and there was no result. 1. Go to Start programs and run "dcomcnfg". 2. On the Component Services window, double click on the Component Services. 3. Right click on "My Computer" and select properties. 4. Select "Default Properties". Ensure "Enable Distributed COM
ServiceDesk Plus MSP Beta lack of features
Shouldn't this product be called SupportCenter Plus MSP? Where are the ITIL features that are in ServiceDesk Plus? Because the main difference that I see between SupportCenter Plus and ServiceDesk Plus is the ITIL features in ServiceDesk Plus which is missing in ServiceDesk Plus MSP Dennis
Scanning ESX servers (and other network scan devices)
Could someone please put some detailed instructions on how to get things like ESX servers, switches, etc to successfully scan. I have configured snmp on the devices and made sure I was using proper authenication and community string. All I get is a failed to scan. Everytime.
7507 - Performance slow after upgrade
Upgraded two weeks ago to 7011 to 7507. Since the upgrade I am receiving multiple complaints daily about slowness and system hangs. Here's the system config. Windows 2003 Server R2 SQL 2005 Sp3 Quad 2.13 Ghz Xeon Processors 4 GB Ram 30 GB Primary Drive 100 GB SQL Data Drive Java Heap space 1024MB What I've observed during periods of slowness: Issues occurring trying to view or edit Requests. Local Processor at 90%+ (This occurs most often. Its usually the local processor which is maxed,
Notify requester when changed
If a technician changes the requester , it would be nice to notify the new requester that they have a request in the system.. ie - we have a voicemail system which pushes all voicemails into servicedesk from a single email . When the technician listens to the message , he assigns the correct requester ( instead of the voicemail) , the system does not send an email to the actual requester when assigned .
Code to delete all requesters at once
Anyone know the code to delete all the requesters in the db? I imported 91k istead of 1.9k. It would take me quite a while to delete them page by page. I am hoping to do this via an update statement from within SDP query. Thanks.
Adding Entprise Software
When I go to Assests, add new software and select Enterprise, it does not allow me to put how many licenses I have purchased. If I purchase 20 office licenses, I should be able to put that in there, so that when I scan, it tells me that I have the right amount purchased and installed. I am pretty new, so maybe I am doing something wrong. Anyone help on this?
Allow Remarks or Notes fields in Purchases to be searchable
It would be great to have the Remarks and/or Notes fields searchable within Purchases
Submitting requests via email
When a request is sent in to our service desk via email and that email contains message attachment, for some reason the message attachment is getting logged as the request. Does anyone know of a fix for this? Thanks
7507 - Order in which Business Rules run
Just looking for some comfirmation. I take it under the new Site scheme, Business Rules showing for Default Settings run first (in the order we choose to place them.) Then, each Site in Alpha order runs it's Rules (with the ability to sort run order within each site.) Please confirm I also noticed during upgrade a complete set of Business Rules now exists at the Default Settings level, as well as within each and every Site. I diiscovered this by editing a Rule under Default Settings and it not
Operational categorisation and Product categorisation
We find that the Category\ Type\ Item (CTI) classification only works to a point and that you potentially end up with a large number of elements trying to match user requests. Does anybody know whether SD+ will allow you to specify Operational categories and Product categories, similar to Remedy ITSM 7? The two levels allows you to classify the request in an Operational category describing what happened and a Product category which describes on what it happened which could be directly linked
Multiple user notification
I have a user that when she logs a particular call she needs to notify others that she is logging it. It doesn't need approval but it needs to be sent as information. Can this be done through the servicedesk?
7507 hotfix success stories?
Hello all in the general user community. Did anyone install 7507 successfully yet? i am sure that our friends in India have tested it fully but until i see that someone else has been able to do it, i'm not even ready to do it in my test environment yet! cheers (and good luck!) -lb
error during upgrade to 7507 and now database won't start
I have opened a ticket with support and have been sent over the the "evaluation team" but no response yet so thought get an suggestions from any on here. We applied patch 7507 and it failed and now server wont start when I run run.bat it says "database creation failed" and nothing can start looks like I'm in an upgrade limbo.
Notification when requester assigned/ changed
Requests coming in via our voice-mail system , are all assigned to a generic "voice mail" requester, We then assign the correct requester after listening to the message . We would like service-desk to send a notification to the new requester if a requester is changed .
Unable to Edit Reports post 7506 upgrade.
We can run, but not edit, existing reports post the 7506 upgrade.
SDPlus picking up wrong NIC/IP address
When I click on the system tray icon for SDPlus, the server status is showing me the IP for a secondary NIC pointing to our back-end SAN. Not the Primary LAN facing NIC's IP. Where can I correct this?
Plan to allow non-admins to access "vendors"?
Is there ever going to be a way for users who are not servicedesk admins to view vendor information? It would be very useful.
asset scanning
is there any way i can attach and connect a scanner to service desk so to each pc i have i can associate things like keyboard or mouse and i can have a an automatic in and out feature for all the assets i take in or out thank you
In progress tickets no appearing in open tickets
We have a range of In progress status setting, most which stop the timer. However when looking at open tickets we find that only those with the actual status of open appear... This is misleading as the others are still open.. What can be done to correct this..
Move FileAttachments folder
Is it possible to move FileAttachments folder to another disk without SD reinstallation?
Subnet Mask or CIDR in Asset Network Scanning
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Can't open/edit Technicianss added prior to 7507 upgrade
Just upgraded to 7507 and have discovered I cannot open any Techs created prior to upgrade. My browser window (IE7) locks up, CPU goes to 90%+ and I have to force quit. If I elevate a new Technician, no problem. I can view and edit. Has anyone has a similar experience and/or found a resolution?
Being able to set a time for domain/network scans
I would like to be able to not only set the scanning intervals by Days ( Requester ADSCANS, ASSETS DOMAIN AND NETWORK SCANS ) , I would also like to be able to set a time for these scans. My network scans running at 1:27 am , not many pc are switched on at that time of the day. Cheers; Ralf
Multiple technician assignments for one request.
I've been looking at the demo product and I haven't seen a way to select multiple assignments for one request. An example of how we would like to use this product is by creating an System Access Request Form for our organization for when supervisors request our helpdesk to set up staff to different systems. For example a new hire needs to be setup on the Network/Active Directory, GroupWise Email, and Internet Access. Our IT department has several technicians that do specific Jobs. Our groupwise
High priority emails - High priority Requests?
Hi there, Is it possible to setup SDP to create the tickets as high priority when an email is sent from outlook, thats set to 'urgent' ? Christian
SD Plus on Blackberry
Sorry if this has been asked before...is or will ServiceDesk Plus be supported running on a Blackberry? We have the Curve, 8830, and Storm in our enterprise. Currently we cannot get logged on, when it runs the j_securitycheck it bounces the user back out to the login screen saying invalid password. This would be very handy for our field technicians. Thx. Richard
Edit A Conversation
Hi ! Is it possible to "edit" a "conversation" ? Working for a school, it is possible that someone might report an issue and actually give us "too much" (ie. sensitive) information -- like a SSN .....Information that we (as the "technician") should contact them for -- but not something that should be stored in the database with the help ticket. I can't find any way (short of doing a SQL query directly to the table) to actually edit a "conversation" to remove the sensitive data... ?? Thanks....
SD in Greek?
Hi there, is there any other requests for Translating the SD in greek language? We don't use the multilingual version. But if there will be a greek pack can we migrate to that without unistalling the SD again? Regards George
MySQL to Mssql
There was a necessity to change a database server with mysql on mssql. Database change has passed successfully, but at restoring backup there was an error. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup
Shedule of technicians 24/7 support
It would be nice to plan our technicians in the sheduler not only the unavailability but also who is reachable during nighttime and in the weekend by cellar phone. More general : supply definable types of events in the sheduler.
ticket can no longer be located once merged
Hello! i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question, or concern - is this: What happens when two tickets get merged that are entered by
Survey Results in Admin Panel Weird Ordering?
I have noticed since upgrading from 7018 to 7505 that the survey results are now grouped by technician and then date. It used to be just grouped by date, when you have a few technicians it is very annoying scrolling through and then going to the most recent date. Is this a bug? Is there a fix coming? ta
Documentation problem. What does "MaxUsed" mean?
Using ServiceDesk Plus 7.5. Looking at a scanned software item there is a graph on the right with three columns, "Purchased", "Installed" and "MaxUsed". The first two are obvious, but don't know what "MaxUsed" represents. I can't find the definition in the documentation or online. What does "MaxUsed" indicate? Improved documentation would be very welcome.
Matrix report on request custom field help
I've created a custom field in the Requests module called Downtime. I need a Matix report whose columns are months and only two rows are Occurances and Sum of Downtime. Something like this: I would identify occurances WHERE UDF_LONG1 IS NOT NULL. I also want to have the option to filter this by Department, but that is a simple filter on any report so I am not too worried about that part. Is there any way to make a report like this in SDP? Thanks in advance!
Requesters select the priority?
Hi all, Sorry if I am being blonde, but I cannot see the option anywhere. Is it possible for the requester to select the priority when logging a request from the portal? Also, is it possible to automatically set email requests to a certain priority? And finally, when configuring the request templates, why can't you add fields to the requester one? Christian
Notification Rules
"Alert Technician when request is closed." Why is there no option to Alert Group when request is closed? How hard can this be?
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