nothing show's as new in this forum
Why does nothing show as new in these forums. When I go to the SDP forum it shows no new posts or conversations. is this another feature of these great new forums. I really cannot state how much I dislike these new forums. I will only come here for support nothing else anymore.
asset management
How do you set ServiceDesk to not scan an asset once it has found it on the network? For example it found our switches but the scan fails when it tries to pull the asset information.
New Notification Rules
Hi; I would like to know is it possible create a new (Add) Notificaction Rules in ServiceDesk plus Thnaks
Modify query
Hi, I'm using the query below to report on monthly #tickets per status (closed, on hold, resolved, open) I'd prefer to have this same report generated _per week_ to allow for some more fine-grained info. Anyone here savvy enough to help me out? SELECT std.STATUSNAME "Request Status",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
asset module integration with Desktop Central?
is there anything in the works to integrate service desk plus with desktop central? particuarlly the asset inventory....right now i have to keep up with two separate asset db's and its a pain! thank you all!!!
Escalation/notification based on Req. being assigned
HI, We would like to have the notification sent to a specific rep when the Request is created (that is easy and already setup). However, we would like to have a second technician being notified after X minutes if the request has not being assigned. Our SLA does not require the problem to be solved within a certain time. It requires the request to be acknowledge as received within x minutes. Thanks, Volnei
Service Desk Crashing
We are having a problem with ServiceDesk crashing intermittently. When this happens we try to restart the service but it fails. A complete restart of the server(W2003) is required to get it running again. Somedays this can happen repeatedly and then others not at all. We are running version 6.0.0 build 6013 on Windows 2003 Server SP1 I have attached MS error logs and Support file
"Everything" report?
We are able to justify/rationalize how many IT people we have on the team based on how many nodes/entities we have throughout the entire organization. This includes PCs, laptops, servers, networking equipment, networked printers, local (unshared) printers, and etc. Is there any way to get a complete all-encompassing report of how many of each type of item we have in Service Desk? The trick here would be getting those local/non-networked printers/devices and making sure those are counted as well.
Is there an "everything" report or query available?
We are able to justify/rationalize how many IT people we have on the team based on how many nodes/entities we have throughout the entire organization. This includes PCs, laptops, servers, networking equipment, networked printers, local (unshared) printers, and etc. Is there any way to get a complete all-encompassing report of how many of each type of item we have in Service Desk? The trick here would be getting those local/non-networked printers/devices and making sure those are counted as well.
Save button: Technicians
The Save button has no effect under Admin > Technicians when trying to modify the settings for existing technicians.
Cannot Save: preventative maintenance
The Save button under Admin > Preventative Maintenance does not work for existing maintenance jobs.
Installation on XP pro - get login box before website loads.
I'm running the eval for SD+7.5 on an XP Pro SP3+ Box. When I access the SD website I get a login box before the page loads. I can hit enter and it goes away...but how do I get rid of it? I have IIS running as it supports another web based application...but SD doesn't use it (why?)...that appliation doesn't have this problem. Anyway...I'd like to get rid of this strange login box. Thanks for the help, Ed.
Request Approve before issuing
Hi, Is it possible to create a policy that certain requests should be approved by requester manager before the ticket being handled by a technician? For example: a user opened a ticket requesting a new PC, this kind of requests should be configured to send automatically an email to requester manager to approve the request before it's being handled by any technician, once the request approved,a technician should start handling the request. if that possible; how? if not; is it in the roadmap? and when
default administrator user
how do i change the default administrator password?
Problem while taking backup. Hence not proceeding...
I get the message "Error: Problem while taking backup. Hencing not proceeding..." when trying to update from 7.22.1 to 7.5. Anything I can do to override this or figure out what's making it generate the error?
Anyone with experience importing data from an external file into SDP (specifically assets)
I have been charged with importing asset data from an (external) Excel spreadsheet into SPD. Specifically, I need to import purchase and warranty expiration dates. I am assuming I will need to accomplish this via SQL update. Any insight would be very appreciated.
IE6 security popups with SSL
I've installed an SSL certificate on my SD plus 7506 server. When using the site via IE6, I get security popups indicating that non-secure (http) traffic is being served along with the secure (https) traffic. This doesn't appear to occur for other browsers. I can duplicate it using the reports tab, as soon as I mouseover any of the reports, the error occurs. It seems to be related to the javascript onmouseover command that displays the tooltip. It also occurs on other parts of the site. The warning
Upgrade from Version Version : 6.0.0 (Build 6006) to v7.5
Greetings, Could you please confirm the upgrade hotfixe sequence required to upgrade from: Version : 6.0.0 (Build 6006) to Version : 7.5, Build 7506 Thanks in advance.
Drag and drop requester lookup field
is it possible to have an additional field in a template that will look up usernames from the requester list?? I want to create a template for a new starter form. one of the fields needs to be 'Line Manager' and I'd like to have this lookup from the requester list. is this possible??
Report on Requests and Assets?
I would like some assistance with a report. I would like a report that lists any requests that are logged without an asset assigned. This will be run weekly and would like to be able to filter against site? Can anyone help with the code for this? Thanks
[7.5.0 b7506] Scanned Software Problem
Hi I'm finding that certain software (shown in screenshot) is being detected by SD+ even though it isn't installed on any workstations (i.e showing as 0). Even more strange, it is being detected (scanned) outside the scheduled time. I've tried deleting these entries but they keep re-appearing. Any ideas? Graham
ServiceDesk High Availability
Hi! Is there any way to install ServiceDesk Plus in a HA enviroment like Microsoft NLB or Microsoft MSCS? If not, is there any way to install it into 2 servers sharing the same Database? Thanks
restoring backup
Hi, we are trying to restore a back up but get the following error. Please advise. Thank you Ivan ************* Please wait extracting backup file Feb 26, 2008 12:40:16 PM com.adventnet.j2ee.deployment.service.internal.JarExtractor extract INFO: Extraction for /root/backup_servicedesk_7011_fullbackup_02_25_2008_16_32.data to /root/AdventNet/ME/ServiceDesk/bin/.. java.io.EOFException: Unexpected end of ZLIB input stream at java.util.zip.InflaterInputStream.fill(Unknown Source) at java.util.zip.InflaterInputStream.read(Unknown
Upgrade and Migration Plan - Suggestions.
We're running SD+ ver. 6.0.0 build 6015, and we're planning on upgrading up to version 7.5 and migrating from MySQL to MS SQL to be compliant with company standards. We're hoping v7.5 gives us more details in reporting and in automated ticket creation etc. The plan was to install build 6015 in a test environment, restore a backup of data taken from our live environment, then test the upgrade path all the to v7.5. Once we're happy with it, we'd then migrate from MySQL to MS SQL. Once that is good,
Can not Connect to remote computer using Remote control function with some remote computer
Backup question
We have our ServiceDesk database on our SQL server. Is it best to use SQL server to backup the database or the built-in service desk backup?
requests sent by email
When we get requests sent to us by email either from users or op manager the mode is not automatically filled as email, why is it like that? Can support explain this to me. We don�t have any default value entered in the mode box. Regards Stefan
unable to add new workstations or edit existing workstations
after migration from from Build 7022 to Build 7500 through upgrade pack i notice the following big problem: The field Model from Workstation Configuration (Asset Home > Edit Workstation ) seems to not working properly. When I click the dropdown, only "Choose Model" is displayed and nothing else and I`m unable to select any previously created items... For this reason i`m unable to add new workstations or edit existing workstations data. After the changes i made in any workstation configuration field
Purchasing options/notifications
Is there a way to remove the option for editting an approved order - specifically the ability to change prices, quantities and descriptions? Alternatively, is there a way to set the system default to always notify a specific person in the event of any approved PO being eddited. Thanks J
Group notification
Hi, our group notification is not working correctly anymore. When a request is assigned to a group the mail isn´t send out to all the technicians which have been selected. I removed all technicians from the notification list and reassigned them, but this didn´t help. Version is 7.5.0 Build 7505, please advise what to do. Thanks, David
eMail recipients
Hi community, a simple question: when I send an eMail, e.g. out from LOTUS Notes, as a new request or append it to an existing request, how can I see all the recipients? Regards, Stephan
All Requests defaulting to unknown SLA; NO SLA times defined
We just noticed something odd in our system. All new requests coming in either have a have a 1 hour SLA (DueBy Date) being applied to them or some other strange formula; even though our Service level agreements have NO times defined in them. See attached screen shots: 1.jpg: New request opened; you can see the DueBy date defined and the SLA defined as normal. 2.jpg: This shows that the Normal SLA show have NO SLA defined. 3.jpg: Drill-down of the normal SLA definition Where is the system picking
Site & user Assignment / History issue
Hi everyone, Found some bugs here in Service desk 7506. Two issues: 1. When trying to assign a site to a computer that is already in service desk and assigned to a user, it never "sticks". The audit history shows the device getting reassigned to the user but no site. I did some digging around and the entries are getting created in the "resourcelocation" table, however the data is null. Manually entering the site ID's etc in these tables, fixes the issue. If I manually add a new work station through
LastLoggedInUser bug
When scanning workstation LastLoggedInUser feature is displayed only if the user name was in English. If the user name in Russian, the property LastLoggedInUser empty.
Problem with hour of requests
Hi people. On last weekend in brazil we needed to change the hour of our servers because the daylight time. I did it with Tzedit, creating a new time zone (GMT -3) with the range of when starts and when finish and the action of advance the current hour to +1. So, after i applied this action all network, the problem of daylight is fixed. But, when i'll go open a new request on SD, is showed to me in "created date" field, the wrong hour. Actually, two hours ahead. For example, i open a new resquest
Mouse, Monitor and Keyboard serial numbers
Hello, Service Desk is a great program. I'm trying it out mainly for the inventory part of it. I have the problem that I don't know where to input the serial number for the keboard, monitor and mouse. When I go and check the workstation, I see that the program brings all of these peripherals and there is a field for the serial number, which is blank. But when I got to edit the workstation, the serial number fields disappear. Is there something wrong with the program or am I doing something wrong?
MySQL server failed in CentOS Linux 5.2
Hi All, I'm having problem running the SDP in CentOS Linux 5.2. When I run the sh run.sh command to start the SDP an error message appeared "Trying to start MySQL server failed". By the way is SDP possible in CentOS Linux? Refer below for the error message. [root@PH-SDP bin]# sh run.sh /root/AdventNet/ME/ServiceDesk/bin ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java
Integration with Google Search Appliance
Is there a way to integrate Sevice Desk with the Google Search Appliance? We use one of these internally to provide a unified search facility across many sources of enterprise data, and would like to add the solutions in our Service Desk install. I've tried getting it to crawl from /Solutions.do page but it doesnt find anything. Any suggestions for how I could achieve this would be great! James
Problems importing assets from Asset Explorer into SD Plus
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
ServiceDeskPlus (v5.5.0) Not Fetching Emails
Service DeskPlus Version: 5.5.0 Service DeskPlus Build: 5507 Hi, Our ServiceDesk system has stopped fetching emails. We have tried: - Stop and Restart the fetching from within the tool (Admin>Mail Server Settings) - Reboot the machine the ServiceDesk Plus is hosted on - Stopped the ServiceDesk Server application and Restarted it - Checked the ServiceDesk service is running (Computer Services) and checking there aren't any dependencies for the service and tried stopping and restarting the service
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