Global View - View All
We have recently upgraded to Version 7.5 build 7504, when we go to Global view and select view all the pop up window that appears displays all the Requests by Technician the total open jobs displays the Follwing: AAAAAAA138 (the number total is correct). Although this is not a major problem it is anoying.
Issue with Vendors
when you add a new vendor (purchase orders) and hit "save/Add new" after the page refreshes the previous entry is still there. you can either clear out the previous entry's and enter new or go to a completely different page and then back again. not a show stopper, just an annoyance.
Dynamic asset group by name?
Is it possible to create a dynamic asset group that uses part of the device name as a criteria? We use standardized naming conventions for location and device type (NY-LT-SMITH for example), and if I could use "workstation name contains" as a search criteria I could easily group devices together. Also, in the edit screen the text "Dynamic Group Criteria's" is listed. There should not be an apostrophe in criterias.
Record locking
I'm on 7022 right now. Is there a "record locking" feature in any version above the version I'm currently on? This would eliminate 2 or more techs from working on the same ticket. Dean
Update reason is not shown in history...
When editing a ticket and adding a reason for updating, the reason itself is not shown in the history of the ticket. The history simply states that the ticket has been updated e.g. Updated by administrator on Thu, 05 Jun 2008 07:06:58 Is this the correct way it is supposed to function. I'd like for the reason the ticket was updated to be displayed, i.e. Updated by administrator on Thu, 05 Jun 2008 07:06:58 A note has been added to the conversation section of your ticket.
hi there
love you soo much lilly where are you?
How to adjust time of create ticket on ServiceDesk
How to adjust time of create ticket on ServiceDesk ??? :?:
How to change the Product Name for an item detected Net Scan
During my network scan's I am picking up items which are being classified as Unknown workstation, Unknown printer etc. How do I go about changing them to a specific product type manually. Either a screen or direct access into a table(s) in the database. The product name field can be changed in the Edit Resource screen of the asset. Using IE7, SD+ 7 Enterprise , Build 7004 , MS SQL 2005 database. Kind Regards, Andy
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
Asset list by Requestor/Technician
Is there an easy way to get a list of assets that are owned by a specific Requestor/Technician? I can't see this anywhere... EXCEPT in tickets that are created. Near the bottom of the ticket is a complete list of all the assets assigned to the requestor. This is what I need to see on a per requestor/technician basis. Can this be made into a screen or something? Would make my life easier and I'm sure many others as well.
Custom request type query
This custom query in question produces the following columns "requestid", "Subject", "Request Type", "Requester", "Category", "Sub Category", "Created Time", "Completed Time", "Technician", "Priority", "Dueby Time". I also want a column which also displays "Customer", please you modify the query to include this column. SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970')
Multiple Daily Backups
I want to know if it is possible to schedule more than just a daily backup of SD+. I ask as I would like to schedule more, as SD+ has become an essential tool and it is critical I keep losses to a minimum. Hope someone can help Chris
7.5 Bugs - Tested in 7503
We just upgraded to 7.5 then hotfix 7502 and today hofix 7503. I noticed these bugs in 7502, but they also still exist in 7503 Edit Request -> "Change template" not working. None of the fields are applied. The template only works if you do a "New request" (using template) ------------------------------------------------------------------------------------------- When filling requester details, EDIT REQUEST -> type in requester name (auto fill) from ACTIVE DIRECTORY, then : contact number = : '01
Dynamic Asset Group by software
Is it possible to create a dynamic asset group that uses software name as a criteria? We have many workstations installed same software and if I could use software name as a search criteria I could easily group devices together. Looking forward your respond! Thank you very much!
Require change approval?
Is it possible to require that a change be approved before it can be implemented or closed? I noticed that I could set a change as completed even though it had not been approved.
log files
Are these necessary, localhost_access_log files? Is there a way to turn them off OR set the value so that it doesn't log everything. C:\AdventNet\ME\ServiceDesk\server\default\log These get huge and there's a new log everyday created. This takes up hard drive space and I just don't feel I need a log full of unwanted stuff in them. Please let me know. Thanks Dean
Getting connection errors
After upgrading to 7.5 we are getting multiple connect errors, most are java or explorer errors. Is anyone else having this or does anyone know what to do to fix this issue.
Searching by keyword
Is there anyway for a Requestor to search for a work order by a keyword? I know you can do this on the technician module, but our users would like to search by keyword in the title and description. Thanks
What rights built-in un-editable roles grant?
Hi, I need information about the rights of the built-in un-editable roles. Since I cannot delete them, I want to understand the rights they (SDAdmin, SDCo-ordinator, SDGuest, SDReport) grant. Thanks, Roxana
Custom queries
I have the following query which works to extract details by "request type", however how can it be modified to also include extracting the relevant "Customer" as well?? Your help would be most appreciated. SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created Time',dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') 'Completed Time',ti.FIRST_NAME 'Technician',pd.PRIORITYNAME
Solution Attachment Missing
Hello, I have a request with an attachment that I add as a solution and close it, but when I go to the solution that I just added the attachment is missing. Am I doing something wrong? How come a request with an attachment does not carry the attachment over to the solution? Thanks, Wes
Definition of a NODE
What constitutes a node, what is counted as a node? -PC/Laptop -Printers -switches -servers. Hoping someone can give me an answer? Thanks in advance
Admin rights for certain functions
Hi! I've set up a user with full control over the inventory section, but he still seems unable to create new product names (the option just does not appear). Is there anyway to give someone access to this ability without making them a full admin over the entire system? Thanks, J
Resolutions on Templates
When are you going to fix the Templates so you can save resolutions. It was this way before we went to 7.5 Seems like you went backwards on this.
E-mail templates
HI, is it possible to have a list of e-mail templates for answering common cusomters request. So when I receive a common e-mail, I would like to select from a list of templates a common answer. Is it possible?? Where??
All ticket go in "Not in any site"
I recently create 2 new site (Wallingford and Grass Valley) and create 2 technician that will take ticket in this site. The problem is that I want that this technician view only new ticket and his ticket. New ticket is create in "Not in any site" and all old ticket is there too. So, 2 questions. 1- Can I move all old ticket in Montreal site, so this technician cannot view it? 2- How can new ticket go automatically in the good site? Thanks for your help, we really appreciate your product.
Cant delete Technician
We can not delete technicians. We are not getting an error its just not deleting them. These people no longer work at the company so no need to demote to requester. We are running build 7051.
Custom Views Filter Adding Strange Criteria on its own
We are experiencing a glitch with Custom views in SD+. We create a custom view and add one or more filters, Save and close and View the filter. The view doesn't behave as expected or has an error. I go back to the edit the view and find garbled criteria have been added. See the screen shot attached. SDP Version : 7.5.0 Build 7500 Please let us know the solution. Thanks, Mark Otten Ameriwood Industries.
Problem upgrading from build 7022 to 7500
We had major problems when moving to the new 7500 from 7022 and had to completely reinstall 7022. Was a fix ever posted by AdventNet on this problem many people were running into? Our organization still is yet to upgrade and would like to, but if we can't build 7500 to function correctly in our test environment were certainly not implementing it into production. Mid-Michnet Support Team
Custom queries
I have the following query which works to extract details by "request type", however how can it be modified to also include extracting the relevant "Customer" as well?? Your help would be most appreciated. Thanks. Sylvon
copy additional field?
Hi, I'm creating a template. Here I need 5 additional fields with the same data (Pick list). Its a list of a hundred items. I'm lazy: I don't want to fill in 5 times the same items. Is it possible to copy this additional field, and give the field after that another name? Greetings, Ferry Pranger
Getting SQL errors in Helpdesk since upgrading to 7.5
We are getting SQL and time out errors in explorer since upgrading to 7.5. It started out slow but now is all the time. any help would be appreciated.
Impossible to close a ticket
Hi, I have got some ticket that i can't to close. But there are no error and no message. The ticket opend ! Thanks Arcocide
Single Sign On
I am still having trouble with single sign on and I thought that was fixed in a hotfix release. I am at 7.5.7503 now and when I enabled single sign on, my users get prompted for IIS credentials but then do get logged in. With SSO off, they get presented the service desk login screen but without the IIS login. SSO was working fine in 7.0 for me, don't recall making IIS changes, so has SSO been fixed yet?
Bind to ip problem
Hi. We have a dedicated web-server with several IP addresses. SDP Version: 7.0.0 Build 7018 I found this post: forums.adventnet.com/viewtopic.php?p=75309#75309 But it seems that this feature doesn't work in latest version. I changed TrayIconInfo.xml, but nothing happens. SDP still listen on 0.0.0.0. No errors in log, nothing. Looks like SDP ignores ipToBind parameter. How could I bind SDP to one IP address?
Unix support
Hi , How can i scan the Unix ( Linux / RS 6000 / .... ) systems in Servic Desk
Not Assigned reports
I wish to run a periodic report capturing tickets assigned to Technicians that have not had an appropriate Category, Sub Category and Type allocated. I am looking to report on all those with SC and Item as 'Not Assigned' and cannot determine how in Reports this is achieved. Does anyone have any suggestions?
Move from Professional to Enterprise(ITIL)
We are getting ready to move from the Professional verion of Service Desk to the Enterprise (ITIL) and I have several questions. - We want to keep our old data, do we just do a backup and restore to bring the data in? - Is there anything we should watch out for because of the conversion? Thanks Chuck
"Database creation failed" problem on startup
Hello, I'm having a problem with database start on my Windows version. It says "Database creation failed." whenever I try to run. I'm loading service through run.bat. If you could please assist me with this.. Here are my configuration files: ----------------------------------------------------- mysql-ds.xml ----------------------------------------------------- <?xml version="1.0" encoding="UTF-8"?> <datasources> <local-tx-datasource> <jndi-name>MySqlDS</jndi-name> <connection-url>jdbc:mysql://localhost:33366/servicedesk</connection-url>
SDP 7504
Since upgrading to 7504, when I log in I am no longer a technician and all our tickets are gone.
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