Cannot delete settings
SD I 've created a setting in the SLA section, under a site. But i'm having a problem with removing it. It allows for me to delete, but the item does not actually delete. When I go into the settings for it it show 'SLA not for further usage' is checked. I'm assuming this stops it from being used, but is anything reporting to it? Will this affect the data in anyway?
Adding column to "Reports by day"
Hi, I would like to add the column "Created Date" to the report "reports by day". I'm no SQL expert. Here is the query: SELECT wo.WORKORDERID "Request ID",mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",ti.FIRST_NAME "Technician",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",rrs.RESOLUTION "Resolution" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT
Technicians Keep losing their associated groups
Technicians Keep losing their associated groups. Sometimes its right after we do an AD import, but it happens more often than that.
Add Requester - nowhere to enter the site?
If I add a requester when entering a new request, there does not appear to able anywhere that I can enter their site details. Is there a way to amend the Add Requester template, or is this a feature? However, if I enter the new details go "out" and come back in again, the site options are there.
set SLA over unassigned tickets
How can i set a SLA over all incoming tickets (by mail) that have not been dispatched within 5 minutes ? Is there a way to do this ?
Suppress Email Notifications
Is there a way to prevent ServiceDesk from sending a notification email to the requester? There are times when a request is updated or resolved when we don't want the requester to receive an email (when it's an immediate over the phone fix, for example), but for the majority of the time we want the requester to receive an email in these cases. Ideally we'd have a custom field that a technician could choose to suppress email.
Contracts - Entering Dates
I am running V7.5.0. I am setting up all my assets and corresponding contracts. When I need to enter a start and finish date, I have to pop the calendar, scroll through the month and year to get to the correct date. This is very, very time consuming. Is there a method which allows me to manually enter the date into the field? This would save me hours of time and make life a lot easier.
Custom filter dont create
Hi, All. Don't save new Custom Filter. Use MySQL, SDP 7504. Java Error: (attachment) How make reindex DB (MySQL or MSSQl) or any way fix error? Thanks.
7504 Restore Issue
Attempting to restore a 7504 backup to a newly installed testing server and I get this: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ===================================================QUERY = INSERT INTO WordMap ( APPLICATIONID,WORD) VALUES(1, N'own'); java.sql.BatchUpdateException: Violation of PRIMARY KEY constraint 'WM_PK'. Cann ot insert duplicate key in object 'dbo.WordMap'. at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.ja
How do I use "ORDER BY" in this query?
SELECT ti.FIRST_NAME "Technician",aau.FIRST_NAME "Requester",wo.WORKORDERID "Request ID" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE (wot.THD_WOID=wot.WORKORDERID) There is a "Count" column that shows
Missing 'status box' on request view
Suddenly, all of our technicians have lost the little status box at the top right corner of the request view. When you open the request, you usually see a status box that lists the status and something else which I can't remember. Does anyone know how to get that back? Thanks in advance!
Change workstation into asset
My network scan detected a lot of things that have an IP address as workstations, but they are devices like cameras and RFID readers. SDPlus has placed them in the Workstations area. I don't see how to change them from a Workstation to something else. How can I do that?
Lost 'Select Box' In Request List
I seem to have lost my 'select box' column when browsing requests!! I have it for Changes and Problems but do not even get the option to add the column to requests any more. How can I get it back? Cheers John
Improper identification of assets.
why does SDP improperly identify assets. I have servers that are identified as workstations, printers that are identified as workstations even an networked Time clock identified as a workstation. There was a solution given in a previous post but that solutions really does not make sense and take to long to complete. Can we be given a time when we can expect to see some of these issues addressed or fixed, not a time conuming workaround but actually have SDP come close to identifing something correctelly.
Scheduled Scanning issues
I'm having a problem with the scheduled scan. It doesn't seem to want to turn off, turn on, or scan what I want it to. I can only user PCs, not servers or admins, it's in a series of OUs on AD, and all the user PCs are also on their own series of IPs (10.20.20.x through 10.20.21.x). I can't get it to scan those limits at all, either through the domain AD scan OR the network scan. Seems to only scan every IP or every OU. Also, I can't get it to turn on or off with any type of reliability.
Remote control client - does it prompt user?
Hello! due to restrictions on my pre production network, I cannot continue to test the remote feature of my software in test, i have to roll it out to production to test the remote control capability. In order to mitigate the risk of unauthorized access to client machines, my users should be prompted to "allow" the sharing. i cannot test this feature to see if it does, in fact - PROMPT or NOTIFY the user in anyway. Has anyone been able to get the Remote Feature to work, and if so - what type of notification
quick question about assets being added from ADUC
Hey when i'm importing all my computers from Active Directory Users and Computers into the asset module, some of the computers that are not turned on right now are not showing up in my asset inventory. Is this always going to be the case? i dont care if they can't be scanned, i just need an accurate accounting of all machines that are in ADUC. i guess i just need to understand HOW advent net imports assets from ADUC. i have several machines that are in use by remote employees that are in an Organization
Editing user survey?
We figured out how to set the questions -- my question is about editing the form the end user sees. Currently it says "Welcome" and then the person's name. But it runs the two items together -- how can we insert a space after "Welcome"? As a suggestion, it would be nice if the survey had its own stylesheet or used survey specific formatting so we could customize th look without affecting the rest of the system. Thanks.
Where is the documentation for the Remote Control 7.506??
I am on the precipice of rolling out 7506 but am stuck dead in the water looking for documentation on this feature. I have been *trying* to be nice, but I just looked through 366 pages of the admin manual for 7.500 - Nothing in there. The guy i called earlier today for support at Advent Net had me open a ticket with them; no immediate help there either. i just spent the past 30 minutes on the forum, and found a bunch of other users asking for the same - but no reply post telling where it is. there
same service tag
We have computer with Asustek motherboard and it have the same number service tag "SYS-123456789". Our O.E.M. vendor didn't change this number and I have a problem, Servidesk plus can't scan pc's with edentical numbers. have a solutions for it?
Remote control...how?
Just updated to 7.5 and noticed remote control for the workstation assets. This looks, on the face of it, to be the means to take control of the remote workstations as we did when we had Kaseya (and that was great but very expensive which is why we ditched it). However, I can't find anything at all in any documentation or anywhere else and any attempt to deploy the remote control agent from the SDP GUI gives an error . Is this feature functional? Do I have to buy it as an add-on? Is it a 3rd party
Training End Users on ServiceDesk Plus
We are on the cusp of rolling out our new installation of ServiceDesk Plus and need a quick way to help users train themselves on how to use it. Are there any training documents available for end users similar to the Administrator's Guide for administrators? Anybody created a good tutorial on getting started that we might be able to customize to our purposes? Any suggestions on a format or starting point if we have to create our own documentation?
Pasting screen shots in ticket?
it would be helpful if users could paste screen shots into the tickets to demonstrate error conditions. is this possible, or can it be considered on the road map?
Unable to generate the report error
Hi all, After upgrade to 7504 an error during editing reports occured: Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.handleRequest(ReportRequestHandler.java:1661)
Bug report : email send from SD+ not tracked
or feature request... Select under the techs request view, under "reply", "Email the technician". The email sent is NOT tracked in the Conversations history nor is it tracked in the History log. This needs to be added. I suspect that most of the other options under "Reply" or even "Actions" are the same. ANY action done to or with a request must be logged under the History log. If the action initiates an email, or SMS, it must be added to the Conversations log. Adventnet: Thoughts?
Move installation folder (same server)
I need to move the SD+ install location from one folder to another on the same system. Is there a way to do this without backing up, removing, re-installing, and restoring? That seems like way too much work some something that should be very simple.
upgrade from 7022 to 7506, is it worth the hassle
hi i am currently runnning version 7022 and it is very stable and works well for me. i especially like the PO section and have even come to grips with the workstation section and the workstation scans works fine as well as AD integration. in short everything works (apart from software section but i have given up on that one :-) ) is version 7506 now a good version to jump on or are there still issues? my mine grip with 7022 (apart from software section) is that none of the product items appear in
Time since last communication.
Hi would like to know, whether we can add a column at requests menu, where we can view "Time since last communication" or "Last Communication Time" coz, now we cannot find this info unless we view ticket details. Hope many others have this issue as well. thank you.
Mail loop caused undeletable request, also prevents upgrade
Hi there, We've been running ServiceDeskPlus build 6011 happily for quite some time, but have recently decided to migrate to MS-SQL, and a dedicated server. We set up a trial of the latest build (7505) and it's running fine, so we planned to upgrade the existing installation, then do a full backup and restore to the new server. We successfully upgraded as far as build 7000, but when attempting the next update to 7022, it takes a _very_ long time, and once finished, there are no requests or inventory
Problem with german special character
Hi, i have a problem with german special character. � / � / � for example: wrong: Tabelle der verf�gbaren Techniker right: Tabelle der verf�gbaren Techniker best regards Mario
SLA Violation Questions
We currently base our SLA's on Urgency and Impact. The problems we are having are when we have resolved a call - within the SLA - and the requestor either responds to the call with a "Thank You" instead of accepting the resolution or weeks later re-opening the ticket which is causing an SLA Violation. Here is an example: SLA = 3 days - (duebydate - 3/9/09)The call is resolved in 2 1/2 days. A week later the requestor re-opens the ticket - the dueby date remains 3/9/09 - and now the ticket status
Migrate from 7022 to 75xx
Hi, since there was no possibility to have the "Site" as a selection within the request, we were using an additional field "Location". Is there a way to convert our additional field in all our Calls to the "real" new "Site" field? Regards, David
Asset additional information date problem!
I created an additional field for a date, for the asset page. On the asset edit page i put the date as 2007-10-10, when i click save it is shown as Oct 9, 2007 11:00 PM. I am running the latest build 7505. Thanks in advance
Active Dirextory
Hello, i have upgraded to the latest release 7504 and now the AD import for requesters and assets is broken. Everytime it tries to query AD it just hangs and doesn't bring up the list of our domain's OUs.... any ideas please???? i have checked all the obvious stuff like username/passwords etc.... thanks Pete
Weekdays to Change
Weekdays to Change here in middle east start from sunday to thursday.
Administrator user disappear
Hi, after a Active Directory scan, Administrator user just disappeared, any idea
Site - related to?
Hi, when you open a new request, the "Site" is related to the Requester. When you edit the request later on the "Site" field is "mostly" set to "not in any site" and related to the technician. Can you give me some help to understand this?
No Mac support?
There's no Mac support for asset management? Eric
PO Module
What happened to the PDF attachment when you email the PO to the vendor or the owner in 7506. It's now embedded in the message as HTML? And this also breaks the company logo all together. Nice little red X. is this an option somewhere?
create new Requester by Technician.
Hi, would like to check, whether we can assign any role to technician, where they can manage requesters. coz, what i have seen is, other than admin, no other technician can Add, remove, reset password for requesters. is there any solution ? pls advise. thank you.
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