Unable to add software licenses
I have tried sending an email with this issue, but haven't had a response (do you guys have a mail gateway that doesn't allow script through?), so thought I'd try posting here. When I try to add software licenses for managed products, I see the error below. We are using 7504. Would appreciate any assistance. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented
Requestor updating request AFTER submission
I know a requestor can always update their own request by adding notes, but my questions can a requestor update things like the subject or details AFTER it has been submitted??? I do not see an option for that. -Wes
Technicians Role
Hi, I really want to lock down the Admin functionality on SD+ so my technicians cant make fundamentally changes to the SLA, templates etc... the only issue I have is that Requesters can only be created my SDAdmins. Has anyone found a way of opening this function up to non admin roles or has this been requested for a future version. What would be great would be a way to customise the features available in the Quick Action button on the homepage I am running Version 7503 Thanks
Custom Query
Hello Would like to have a query that show time spent by Location and not department wich is the case with the built in query. SELECT dpt.DEPTNAME 'Avdelning',wo.WORKORDERID '�rende nr',rc.DATETIME 'Kostnadspost datum',rctd.FIRST_NAME 'Tekniker',dpt.DEPTNAME 'Avdelning',std.STATUSNAME '�rendestatus',wo.COMPLETEDTIME 'Genomf�rd tid',rc.MM2COMPLETEREQUEST 'Tillbringad tid',rc.AMOUNT 'M�ngd' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges
New Request Bug in 7502. The field asset is not filled.
At creation of the New Request by the expert it was found out such bug. After filling of field Name in russian language field Asset remains blank. If field Name contains an English name of the Requester, that field Asset is filled automatically (both in that and in other case the Workstation has been associated to Requesters)
how can I change a Report header
Hi SDP Users, I've created a report "CR: unassigned change requests" and copied it to "CR: already assigned change requests", because the only different is in a filter. But now there is still the header "CR: already assigned change requests" on each report. Where can I change it?? I have already tried it with "save as", but no success We use SDP Version 7.5.0 Build 7504 thx Stephan
Recalculate 'DueBy' date after changes to SLA?
Hi I have made changes to our SLAs, is there a way I can recalculate the DueBy dates for all open requests so that the new SLAs take effect? I don't really want to have to edit each request manually.... If there isn't functionality out-of-the-box, I don't mind using a "backdoor" method if it is suggested by someone at AdventNet! Cheers Gordon
Mail Notification with Secure email server
Hi Team, Our mail server using secure protocol to access mail server via POP3/ IMAP so we can't configure mail notification using our mail server. Does Adventnet Support Team has any workaround or solution for this problem? Thanks so much for your support Regards, Zeratul
History Doesn't Update
Using build 7504 and previous when a request is edited to update history and then saved, (Update Request), the entry is not always saved. In fact you have to go back in, re-type the entry, click Update Request and then it seems to work. For lack of better term, the only way I can describe it is that is doesn't work the first time.
TECHNICIAN SCREEN: JAVA ERROR
When trying to do anything on the Technician screen, I get a loading. Please wait� Then the page errors out with this error "Unable to fetch login details: Unexpected Error; nested exception is: java.lang.OutOfMemory Error: Java heap space". I am currently unable to create a technician or change a technicians security. I am using the administrator user account and yet can not do these functions. What prompted this action was that after upgrading to SDP Version : 7.5.0 Build 7504 my technicians were
Sending notification failed
Hello, dear Support.! I've receiving this error when I try to sent a email on SD+ "Sending notification failed" I'm using POP I've tested coneccion with mail server its OK regards;
SD+ and IIS
I put this in another thread that has not been answered.. so I'm creating a new thread in the hopes that we'll get an "official" answer from Adventnet. Hi, We will be including support for integrating with IIS in our year end release. Regards, Hima Well.. that quote above was written on Mon Sep 25, 2006 10:08 am. Just wondering what the "official" word is on IIS integration? I know that myself, and many other here would like to see IIS officially supported by SD+ soon.
Rename "Solution" tab into "Knowledge base&qu
Is there a way to rename the "Solution" tab into "Knowledge base"?
7.5 Beta and LDAP
I have setup LDAP in the 7.5 beta and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect. Any ideas?
Scan overwrites existing asset
Has anyone else encountered this issue or found out what causes it? I scanned a new workstation (by computer name) that did not yet exist in SDPlus. When the scan was complete I saw that it overwrote another asset record. I am trying to figure out what caused it to grab that record to populate rather than create a new one. We are currently running version 7.5.0 Build 7503 Thanks! DEL
MouseOver not Displaying full Subj. Fields text
When the Solutions, contracts lists are opened the text in the subject field is cut off. When you do a mouse over the full text of the subject is not visible form a popup. (like in the Request list) There is also no way to expand/lengthen the columns in any lists in SD+. What can be done???? Phil
No rollback from 7022, where can I find 7021?
Hello, We are excited about moving to 7504,but we've run into a slight 'testing' snag. On our production machine, we're running 7021. On our dev machine we're running 7011. I'm not exactly sure how prod got moved to 7021 without the dev box being there first. Anyway, I was going to update dev to 7021 so that I could restore a current backup from our prod box on it to do some testing, and then if all went well, go through all the upgrades until I got to 7054, do testing, and if all went well it would
Change email alerts
Currently we have the "Alert Technician by Email when any Recommendation is taken on change." option turned off (unchecked), but technicians still receive email notifications when CAB members make a recommendation. Is there a way to actually turn this feature off? We are on 7.0.0 of Build 7015 Thanks.
Customize basic Field names
Hi, Can I change the basic filed names, if yes then how do I do that? Eg. One of the tabs read - Request. Instead can I have it displayed as Call? or If the filed title reads - Requester Details, can I have it displayed as Caller details? Regards, Rohit Kachroo
Customize Solutions?
Is there any way to customize the Solutions tab? For example, if I wanted to have the Contents field pre-populated, or add/remove/rename fields. I'm new to ServiceDesk, so I may have overlooked the option somewhere. Thanks in advance!
Unaudited Workstations GUI
Assets > Workstations > Troubleshoot It gives you a list of workstations that are having problems, but unlike other areas of the software, there are no checkboxes to select multiple machines and either delete them or rescan them.
Assign Owner Problem
When we try to assign any asset to an owner from any browser, as soon as you select the user and hit ok the whole machine locks up. This happens from the server, the workstation, and it does not matter what browser they are using. We are on 7504 8 gigs of ram Every thing but assets is fast and responsive. Jody
.xml files not importing
I have the upgraded 7504 version of the service desk plus. Right now, I can't even open up the help desk software in IE. I have to use firefox to view it. When I try to import the .xml file from a machine, it acts like its going to let me do it, then it just opens a blank white page and it says "done" in the bottom left corner. I'm as up to date as I can get with this software, so if anyone can shed a light on what to do from here, I'd appreciate it.
Bug in count Unassigned request
Good afternoon. In itself in version 7503 has detected an incongruity in number of requests for unit. If to look in bookmark Home - Global View it is visible, what Unassigned - 5, but if to press on digit 5 (http://isd/DrillDownRequest.do? columnNames=Status, SITEID&columnValues=Open%23%24%230&viewName=Unassigned_System) that we get on bookmark Request and to us is visible- 4 Unassigned requests. Why there is a difference in 1one the requests?
Seperate SD+ installation interactivity
I installed SD+ for the IT operations within our company approximately 12 months ago and just recently our fianance department wanted to do the exact same thing after the success of IT, they have now created a service desk to answer all financial queries initially from internal staff of which there are approximately 1800+. The situation I am in is that as many of our finance apps are inbuilt and have on occassions issues and with the 2 seperate teams on 2 seperate installs of SD+ we on occassions
How can I report on Request Type??
Please can you help. I would like to be able to run a report where I am able to see the breakdown of the Request Type field which consists of Fault, Procurement, Projects, Service Request. Thanks Sylvon
Table header value not found for key -  
Good afternoon. The request to help to solve this errors: [12:14:29:456]|[09-04-2008]|[SYSOUT]|[INFO]|[17]|: Error !!!. Table header value not found for key - | [12:14:29:456]|[09-04-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[17]|: Error !!!. Table header value not found for key - | and [12:14:29:784]|[09-04-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[17]|: DataAccessException occured while trying to fetch service
Assigning Group To Multiple Sites
Hi, I have approx 50 sites in my sd. The service desk is used by just one group, and this group needs to provide support for all sites. I need to basically assign a group to a request template and not have to depend on what site the requester is in. I have been unable to assign our group to all sites without manually going through each site one by one and adding the group so this is not an option. Is there a way to create a group and assign to all sites? This way, the solution could be that when
Erro - Update ServiceDesk 7_0_0_SP-0_22_1 para SP-3_0_0
Boa tarde, N�o consigo concluir o processo de atualiza��o da vers�o 7_0_0_SP-0_22_1 para 7_0_0_SP-3_0_0. O processo informar que ocorreu um erro e automaticamente desinsta-la esta atualiza��o. Segue no anexo o backup realizado antes de aplicar esta atualiza��o.
Unable to restore back up
I took a backup in build 7019 and am now trying to restore it to build 7504. It fails to restore and I have to restart the server in order to start SD+. Any help would be greatly appreciated. Thank you, Michael
Problems with Firefox???
Hi, using Firefox 3.0.5 I'm getting the following message, while opening a technician: "Exception---->unterminated string literal". When I use IE6 it works fine ... We use SDP 7.5.0 Build 7504 Regards, Stephan
Remote Desktop Control Feature
In 7502 at least it seemed that having only View would disable access to the remote desktop feature. In 7503 this no longer appears to be the case as all my users are able to see and use this feature when any access is given to Assets via their Role. There needs to be an option to disable this function. I do not want my technicians using this or being able to use this. As well, it would be helpful to be able to configure this option so that it could use the built-in Remote Assistance functionality
Change Request for requesters
Is there a way to allow a requester to log a change request. Can I allow this if I create a template?
Change Request Template
I want to add in the Requester Details section of a Help Desk request what Location or Site the requester is from. I am running ServiceDesk 7.0.0. In Requester - Additional Fields I have filled Label 1 with the Title being Location. Set it as a Pick List, and put in the values I want the users to select from. Now my question is, how do I get a Location field put on the Template, under the Requester Details? Also, can I create a report using the Location field I'm trying to create? Thanks for any
PO Approver can't approve...
When a certian user is set as the approver for a PO, and the email is sent to them, they are unable to approve the PO. When they click on the link in the email they get, "You can't approve this PO!!!" Thats it. Other requestors that have been assigne the Purchase Approver role can approve PO's with no issue. Any ideas?
Requesters Import, Failed... Bug report
Hi, I am trying to import users from AD. Service Desk 7503 Windows Vista SP1 32bit = Firefox 3.05 = Enumerating Organizational Units in Domain It takes about 10 minutes to generate the list, and a Ctrl-A followed by a Ctrl-C on this import page shows that the list is being stored as hidden text on the page itself. The browser uses almost 1gb of memory during this operation. This may be the cause of the slowness on large lists. Importing I notice the import stays at 0 and doesn't move for hours. No
MAIL FETCH STOPPED
Mails are not being fetch from exchange server 2003.This is what I did to solve the problem. Admin>Mail Server> start fetching and it didn't work. please help
Multiple sites for a single requester in SDP 7.5?
We upgraded to SDP 7.5 upon its release a few weeks ago and really like the looks of the multi-site features, except for a couple of issues. We are a centrally driven organization rather than a distributed organization. So, all of our Technicians are located centrally, but perform services for all of the various sites. So, rather than using sites for physical sites, we defined a site as a team offering services through SDP. Our IT Team, Web Development Team, HR Team, etc, all are "sites" within SDP
Unable to view Purchase Orders
We upgrade to SDP 7.5 shortly after it was released and really like most of the features, however something got messed up with regards to our Purchase Order module. When we open the module by clicking on the purchase tab, things appear ok, but anytime we try to create a new PO or open an existing PO, we are greeted with a blank screen. I attempt to go to the Purchase Default Values and am unable to set or save anything here. I noted that addressing information, etc, was missing, so I went to the
Unable to open attachments that are saved in ServiceDesk
When trying to open an attachment that is part of the ticket it comes back with file not found. It displays the correct number of bytes in the ticket. When checking the file attachments directory all attachments are present. This is occurring in 7502.
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