Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Frustration with "Site" feature
Since upgrading to 7504, i have had problems with the site feature. I enabled "map office name to site" in the AD import, which populated all users with their site information. The problem is: I have over 100 sites in AD. I have 7 groups in SD. This results in 700+ possible groups per technician. It is not practical to add every technician to the correct groups for every site. There is no " in every site" option for a technician. I have tried turning off the site to office mapping feature, and when
High cost for change management!!!
Hi We have been using servicedesk for a few years now and wish to use the change management module to save on the amount of paperwork we do for change control and approval. I recently requested a price to upgrade to enterprise as the change management is only available in this version and was shocked with the cost. We have a 20 technician and extra 500 device license but to upgrade to the enterprise version it will cost us an additional �7000+. Can the servicedesk team or customer services manager
i forget admin password and noone has access
i forget admin password for MSP and noone has access for MSP so how should i change password?
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Roles regression under 7.5
Previously you could click the Edit button next to any built-in role and see the permissions it would give, however this is no longer possible. While I recall several of them from 7022, I don't know what rights are granted to SDCo-ordinator and therefore cannot allocate the role. Can anyone confirm what access this individual gains?
Surveys Sent
I can't seam to find a way to view how many surveys have been sent out, only Surveys completed. Can anyone tell me what I'm doing wrong. Also when I view Survey results under Admin, the rating is different to Satisfaction level. Not sure exacly what the rating measures
cannot login
after successful migration to sdp 7.5, none of our technicians can login. The third login text box which allows us to select local login or domain login is missing. As this default to none, this may be causing the login to fail. any suggestions?
Servicedesk and Facilitiesdesk
Is it possible to merge both applications so that users can easily switch between servicedesk and facilitiesdesk?
edited announcements dissapeard
I am using 7504 and when I edit an announcement it dissapears.............. Please help.
Not able to do import from active directory
you select the domain, fill in all fields and click on import and nothing happens. The screen doesn't change, you get no error, nothing happens at all no matter how long you let it sit there.
SDP Linkedin.com Group?
Is anyone aware of a linkedin.com group for SDP? if not, is there interest in creating one?
Specific Update Path to go from 7017 to 7504?
After a really bad experience going from 7016 to 7017 (and a two day outtage), i will not take anymore chances with this software being upgraded directly to production. we are currently running version 7017 and would like to move to 7504. I was told, and would like confirmation in writing - that i need to do the following: take 7017 to 7022 take 7022 to 7500 finally take 7500 to 7504 can an advent net tech please confirm the best practices to make this happen? i will install it all on a test box
Exchange 2007
We recently updated to Exchange 2007 and now SD+ is not fetching mail...support told me that they are having issues with SD+ and Exchange 07...anyone else have this issue and figure out a work around? Using IMAP and it is enable on the Exchange server...receiving "Authentication failed given username and password." Any suggestions would be helpful.
Disabling Default Request?
Hi, I have a problem in that I cannot find a way to disable the default request template. I need users to use my request templates and not have the ability to use the default template. How can I disable the default template? Regards,
[Rendering Exception]
Hi, since upgrading to 7504 I'm unable to add or remove anything on the main screen in terms of adding / removing columns. Each column is also headed [Rendering Exception] - this is only so on the 'Asset - Additional Fields' the 'Workstation - Additional Fields' appear to be fine. Please could you help? Regards Neil
Forced Approvals
Hello, Is it an option to have an approval before you can close a request? Right now it allows us to close a request even though no one approved it. Can we make this manditory? Thanks, Wes
file attachments dont work
I am having this problem on SDP Version : 7.5.0 Build 7503 on linux. my file attachments don't show up in contracts or solutions observations. If i use a 9mb file it takes longer to attach so it is doing some type of uploading. When i look in: /root/AdventNet/ME/ServiceDesk/fileAttachments/Solutions/Jan2009/ there are folders created (i guess for each time files have attempted to be created) I have lost all file attachments which were attached after upgrade from 7.0 to 7.5 (all previous attachments
Asset Scanning.
This is more of an open discussion as to how this feature works. If someone other than tech support has the answer by all means jump in. Here's the scenario Our live SD+ server is using Ver 7.0.15 - I scan an asset it and it works fine. everything populates. In our case we are only keeping track of Laptops and as it's the case once someone leaves that laptop gets redployed to a new user. Here's the weird thing. If i change the name of the asset in SD+ and try to scan again it fails saying it cannot
How do I undelete a technician?
How do I undelete a technician? I accidentally deleted a technician and I need to add him back in. Is that possible? -Alex
Rebuilt server not starting.
I am trying to build a test server for the upgrade to 7.5. I have taken the MSSQL 2005 production database from our network, and migrated it into our test lab. When I install our current version of ServiceDesk (7.019) and link it to this database, ServiceDesk doesn't start. It comes up with the spash screen, and never gets past the "Application Layer starting". I have loaded the latest version of Java, and we are running this software on Server 2003 Standard. When I try to start the service from
Custom report - Tickets by Hour by Day
I am looking for a summary report that will be able to help me determine required staffing levels during the week based on a report from a custom selectable time range. I would like to see something with either Sun, Mon to Sat across the top or the dates then 0:00 to 24:00 in 1 hour blocks down the side. The data pulled would show there were 20 tickets requested on Monday at 9:00, 12 Monday at 10:00, 30 on Tuesday at 9:00�.. We are using MySQL Thanks, DaCoW
Editting request details
I seem to be able to edit everything within any request besides the request close time/date. This field is just output in bold text. I dont seem to eb able to make it editable. The account I am trying to do this on is the default administrator, so it has SO Admin permissions, and out of curiosity I also then added all other roles as well, but the field still does not become editable. Is it possible to edit this field, or else how can i open the database itself to be able to edit it within there?
What relation two points have these?
What relation two points have these? If to include in closing rules, but not to include in template options the closing rule does not work.
Include notes in table reports
I want to include notes in an issue report. Is that possible? How must I do that?
"Save & and new" RE: Assets
While on the subjects of assets .... I've just been reminded of a bug we currently have of when creating a new asset, if you click on the "save & add new" button. It takes you through the normal add a new asset, but then comes up with the attached error message. What I think is happening, is the section to assign an asset to either another asset or a user/dept comes up briefly but then disappears before the page is fully loaded & so you have no choice at making a selection. This is happening on both
What's possible with TFS integration?
Hi all, New here. My company just purchased ServiceDesk - don't know much about it. We use TFS for the developers - any way I can get tickets created in SD+ exported to tasks in TFS? Any API or integration exist? Thanks, Joe
Summary Report on Service Packs
I see you can run a summary report on software installed on all workstations or all hardware in workstations but I can not see how you can run a report on all service packs installed on workstations. Am I missing something or does this report not exist?
"Dueby date" in unreadable formate on query report
I have a query report that shows the �due by date� field. It shows up on the report in an unreadable format (see attached). I substitued "XXXX" for our client's name in the query to maintain confidentiality. Here is the query: SELECT wof.UDF_LONG1 'Master Request',wo.WORKORDERID 'Request ID',wo.DUEBYTIME 'Dueby Time',wo.TITLE 'Subject',wo.DESCRIPTION 'Description', ti.FIRST_NAME 'Technician' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu
Editing the product name after a new asset has been created?
Hi, Is there a way to edit an asset after it's been created? For example, one of our guys created a new asset (monitor). However, he put it under the wrong model type. When trying to edit the asset/resource details, I'm unable to alter the product name field to change it to the correct model. I am logged in with an account with administrator rights & also tried the local admin for SDP. The only way I could alter this error, was to delete the asset & create a new one. If there is no way to alter it
Change interface issues
Hello, We have some problems regarding current realization of Change/Planning interface. 1) Any leading spaces, carriage returns and other formatting elements are not saving when we use the option "Toggle HTML Source". The text after turning this option on looks like one ugly string. 2) The buttons "Save" is located very close to "Add". From this our technicians often missed and loosed all gathered text. Could you please fix this? We use 7022 release but I guess the version 7.5 has the same issues.
Administrator Account Missing
Hello All, I have just implemented our second instance of SD+ in the company for the finance department, I gave 1 other person admin rights on reccommendation from CIO and now the Administrator account has gone??? How can I recreate a new Admin account that has local access to installation? Is it as easy as creating a new user, or do I need to modify tables etc?? Hope for some help Cheers Chris
7505 Details?
Has a tentative list of fixes and schedule of release for 7505 been published?
User Belongs to a site other than you have access too
Has anyone reported this? (See image) I have associated all sites to my account , logged out then on, and still I can close a ticket. The user is associated with a legitimate site that I am associated with. Any thoughts? SDPlus 7.5.7501 Thanks!
Restore not working
Hi, I'm trying to move SDP from an old server to a new one. Both servers are running 7018 with our license file applied. Our DB is around 400MB and was backed up successfully on the old server with the provided utility. When attempting to restore on the new server, nothing seems to happen. Within the command window, "requestScheme is h-t-t-p" (without the hypens) repeatedly is displayed. I've now given this a couple hours and nothing new is happening. I can't imagine a restore should take this long,
Roles - Request 'Add' and 'Edit'
in the technician roles, what is the difference between 'Add' and Edit' for Requests. 'cos i have one role where i enable for request only the 'Edit', but that tech can add request by just clicking the button 'Add Request'. can anyone pls clarify?
Bug � Alert group members
Hi! Alert group members by Email, when a new request is added to the group is working only in site with English name. We created site with Russian name and alert is not working. Thanks.
Comments drop-down does not disappear in Reports page.
When I visit the Reports tab of 7503 it pops up the relevant yellow(ish) comment box outlining the "Report Name:", "Report Type:", "Created by:" and "Description:" as I float the mouse pointer over each report. When I go away from that area, the last comment box displayed remains on the screen. Not significant I know, but it is a bit annoying. Has anyone else seen this and reported it, I haven't been able to find anything so I will raise it if nobody else has.
Strange features of the interface SD+7503
Has noticed that in some request appearance of buttons and choices varies: there is a lower underline and colour varies on dark blue. Look attach.
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