Updating 7022.1 to 7500
Hi, 1: We successful migrate form 7.0.22.1 to 7.5 on local machine with WinXP system (20min) and updated it to build 7504. After analyze date we have error with Russian names in SLA, Holidays, Business Rules and Groups. Russian names looks how: �?????? ?? ????� 2: Migration on server with WinServer2003 stops on 98% - we wait 3 hour and stops migration. After that we full reinstall ServiceDesk and updated it to version 7.0.22.1, restore data and try migrate again. On 98% updating stops again (See
Backup/Restore Issues
Just tried restoring my latest backup data on my test site (running 7500) to test the latest 7502 patch. have discovered the backups to be incomplete in that all my requests are gone. I have tried running the backup again but the same thing is happening, is there a bug with the backup and if so is backing up the SQL server enough to keep me going until a fix is released??
assigning a Template to a request
We are using SDP 7.5.0 Build 7504 and it really great, that we can define different Request Templates for different Request situations. But, isn't it be possible, to overwrite a request with an other template?? e.g. from the Template "Default Request" to "Change Request"??? Regards, Stephan
Changes in Request template NOT saved (7503)
Hi, When I change anything in an existing request template, or even when I create a new template some fields which have been moved, or added can NOT be saved. Please help as some fields which used to be there in Version 7022 now are missing. Regards,
Heavy Use of ServiceDesk (40+Techies)
Hello, There is a possibility our ServiceDesk requirements will be expanding significantly, does anybody have more than 40 technicians running on a single SDP, if our new management proposals go through we could be looking at potentially 40 total technicians. Could there be any immediate issues with such a large number of technicians? Our current ServiceDesk is operating solely in a Windows 2003 VM Server, and is running/backing up fine without any issues (touchwood). Is there anything we should
Multiple network adapters in server asset
Hi Is it possible to display multiple network adapters on a server asset? I had a look an can only see one and there doesnt seem to be any "add adapter" or add IP address function. Is this correct?
Filter in "attach incident to Change"
Which requests are shown with the standard filter? How can I change the filter? Regards, Stephan
Adding a role to requestors
We are using SD+ ver 7.0.0 Build 7020 I would like to give my boss the ability of viewing all reguests, as well as access to reporting. I have created a role with these rights. Pls advice on how to give him this role, without making him a technician. (due to license issues) He is currently in the system with a normal useraccount. looking forward to your answer. Brgds Kasper
Upgrade from 7022 to 7500 Failed - Error Uninstalling
After installing a fresh new copy of 7022 on a test server, then restoring a full backup of my production 7022 environment i tried to do an upgrade to 7500 but recieved the error - Error Uninstalling. This was the log from the updatemgrlog0.txt, any ideas?? ----------------------------------------------------------------------------------------------- Nov 27, 2008 2:32:24 PM [com.adventnet.db.persistence.metadata.parser.DataDictionaryParser] [WARNING] : A column cannot have a unique constraint as
Updating 7022 to 7.5
I have successfully updated my test system to the latest hotfix, however when I am going through the process for my live system (7022>7.5, SQL Server), the install stops and uninstalls. The error in the log shows up as: 9/01/2009 11:03:44 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : testing....=Thu Jan 01 00:00:00 NZDT 2009 hdDate01 Jan 2009 9/01/2009 11:03:44 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : testing....=Fri Jan 02 00:00:00 NZDT 2009 hdDate02
Populate requester's office?
Is there a way to indicate a requester's office location without enabling multiple sites? We have multiple offices, but all have the same SLA, operating hours, etc. I just want to populate a field with which office they are located in. It seems I can do this by exporting AD users with dsquery to a CSV file, and then importing them, but that's pretty time consuming. Surely there must be a better way!
Change Approvals
Sorry for being a bit stupid here, but please could someone explain the difference between the Change Status and Approval Status within the change module in SD+? Also, how do I change the Approval Status? Even after change has been recommended, the approval status stays as N\A Thanks, Davey
Tracking Multiple Versions Under One License
Microsoft Office 2007 VLKs come with both 2003 and 2007 license keys, but either install counts towards the total allowable installs. We continue to use 2003 for most of our organization (for consistency), but have upgraded some departments and users. Is there a way Service Desk can handle tracking allocations of such installations, so that our total number of 2003 and 2007 installs can be tracked under one license, but with two different keys.
MySQL vs MS SQL for ServiceDesk Plus
Are there any features / reports / tools in ServiceDesk Plus that are only supported on one SQL db vs the other? MySQL is the default for ServiceDesk Plus, so has anyone encountered any drawbacks with running ServiceDesk Plus on a MS SQL db ? Thank you,
Site will be associated to the requester through a Departmnt
So that I understand this correctly; If I have two sites (A & B) and both have an accounts department, is account department A a separate entity to accounts department B? e.g. we have London and Paris and we need to see the results (in reports and searches) for users from each site rather than combined. This brings me to a second question; a requester working for Paris accounts transfers to the London office (or changes jobs within Paris). Do the jobs that were originally logged when they worked
Populating servicedesk fields from email
I would like to populate a servicedesk field from an email request. Specifically I would like to be able to map to the workstation field. Everything I have seen on the forums says this was in the roadmap on request published in 2006, I am hoping that this is now included...? Can you enlighten me please...>? :lol:
Request Filters
7503. Just getting the system into production and I am having trouble or have feature requests with the filter list. 1. It would be nice to be able to choose "me" from the list when the "Technician" or "Requester" is chosen as the criteria. I'd like to be able to create global filters that all technicians can see that are related to any one of them. Say, a filter than shows all of their open tickets as well as all unassigned rather than being only able to choose a specific Technician from the list.
Business Rule not firing
Hi All, I have a single business rule. It checks to things 1./ Category = Desktop Applications, 2./ Department = Claims or Operations Then place in group Desktop Support Melbourne When a claims users raises a problem using the desktop template which default group is Desktop Support, it stays in Desktop support. Is what I'm trying to do possible and have I done it the wrong way? Regards John
Technician Photo in Responses
Hello, Our new management would like a photo of each technician to be included in all correspondences between a requester and a technician including a photo in the closed ticket alert e-mail, is there any way this can be achieved using? Thanks,
Robo Technician / Templates
Hi, Is it possible to limit which technicians can have access to Robo Technician? Sorry to sound a bit dim here, I've inherited the system admin side of things & I've seen that all our technicians have access to the Robo Technician but I can't see an option to limit which technicians have access to this facility? Or alternatively, is there a way to limit what templates people can see under new request? We're using version 7022. Cheers,
Request Type dropdown missing since ive licensed Service Des
This is following on from a previous subject, I get the error WARNING :Request cannot be completed. Please fill the following fields -requestType I have noticed from reading other forums , that we purchased Service Desk Professional, but previous to this we were trialing the FUll ITIL Version, and had started to use the service desk with the intention of Purchasing a license once we were happy. We have done this , but now we dont have ITIL, its producing the error above. Any suggestions as to getting
Requester AD Import Scope
Using version 7503, the Active Directory Import of requester brings in a large number of users that are outside of core AD user structure. However, it is not importing the entire domain, so a scope is specified somewhere. I can't find it. How can I specify the AD scope for requester import?
Escalation Report
Hello, Is it possible to create a periodic report that provides me the amount of request that had escalated to level 1, 2, 3 etc. Many thanks in advance, Richard
Ability to scan offsite(offnetwork) systems
One of the reasons we bought SDPlus was the promise that we would be able to scan offsite(off network) machines. We have some 180+ sites we need to be able ti audit. When will this be part of SD Plus? To have to setup scanning through a VPN is tedious. Most of these system access web apps, and other resources and dont require VPN, but it would appear from all the posts I have seen we may need to install a VPN just to manage them. Or do we need to purchase the full AssetExplorer to take adavantage
service Desk
Hi, I have installed service desk 7.5 and i have run windows domain scan i have got the inventory details but not able to take out reports in excel format in systemmatic order like below, srno, asset no, serial no, monitor, harddisk etc in line........... Regards Niraj Mehta
select a group from the web form when designing
when i am designing a new webform I cannot select any of my groups. i pull down the group pull down menu and it only shows -- Select Group-- am i doing something wrong?
Business Rules not working in 7.5
I have the following business rule that is not working, any idea why?
7504 Release - system won't start
All on test system, but first time a patch has totally knocked us out. Process went cleanly, but it refuses to allow connections once started. Note dropped via e-mail to support team, but until I know what has caused and how to resolve my feeling would be to treat 7504 with caution. Then again I may be a totally isolated case, which would be great if so. W2K3 with MS SQL 2005. Once working I'll post findings. Regards, Andy
Update sites configuration?????
Hi! When I created sites I used "Copy Default Settings" option, and all groups coped to all sites. Now I need to add extra groups to all sites, but all new groups are listing only at "Default Settings" Groups, not at any site. Hmmm, I have about 300 sites, Do I have to update all sites manually????
The rule unless so should work?
Good afternoon. For me to version 7502 did not work Notification Rule "Send Email to Technician when the Request is Re-opened by the user". But in version 7502 it has started to work, but I have a remark: In options of this rule I have specified point $Description. As a result I receive the letter that the request been opened again. But instead of $Description the request text, instead of the text of last answer of the initiator of the request is substituted. It so should be?
Group Mail Settings Not Working
I have setup some additional SMTP addresses on an Exchange 2003 email account that has been working with ServiceDesk Plus however when email is sent to the alias ServiceDesk does not place it under the GroupID specified in the Admin/Groups area. I have also tried to send emails once they are assigned to the group and the show the name and address of the original queue rather than the information specified on the group mail settings.
Backups not functioning.
Hope someone can help me. I tried to enable the scheduled backup feature recently and it did not work as it should. Backups started occurring every 10 minutes regardless of what the schedule says. I disable it and the same still happens. The drive fills up very quickly which causes other apps running on the same server to stop working. So basically I need to keep deleting these backups in order to keep the server functioning. Anyone know how to disable the backups? I already tried to open a ticket
SD+ 7.5.0.x documentation
Hello, we migrated to SD+ 7.5 and now want to instruct our users and 1st line techs in the usage of the new product and the new features specifically. However I cannot seem to find the 7.5 admin or user manual. Can you please tell me where to get these as I can not imagine that you would release the product first and write the manual later? thanks a lot, stefan
Asset Report Query
Hi, I would like to generate a report for assets : a) will expire in next 3 months b) already expired last 1 year. Appreciate if anyone can help me with the queries. Thank you. sabarina
Migrating only solutions to 7.5
I am taking the opportunity to remanufacture our SD+ configuration and not upgrade from 7.0 to 7.5. I don't wish to take the existing requests, etc... because the fields will be significantly changed so it will just be too messy. However.... I would like to take my Solutions database from the old to the new, does anyone know of any way I can back up the solutions under 7.0 and recover them into 7.5? Thanks. Brad.
e-mail address is replicated into reply CC
What controls whether an e-mail address is put into the cc line of a reply to a request? I assumed it was based on where the e-mail was originally sent, as we used to manually move the e-mails to the SDP monitored mailbox, but now changed so totally automated, and for new requests the monitored mailbox address is showing in the CC when doing an initial REPLY on a request. Ideally I'd like it not to do that, as it will just mean the RED/GREEN envelope indication will become pointless as every rely
PO "Date Ordered" and Anyway to Change?
Wondering if anyone has been able to find a way to change the "Date Ordered" on PO's? I am entering historical information from the last year and need to input my own ordered date. On the same note, I ran across a free MySQL Admin tool called MyDB Studio. Anyone know if this is safe to use with ServiceDesk to modify field values within tables? Thank you.
2Support-Empty Priorities Page in SDP 7503 Ent ML Russian
I just have upgraded to SDP 7503 Enterprise MultiLang Rus from 7022 (third attempt). And I see EMPTY Priorities Page (see attachment) in SDP Ent Multi-Lang Russian in Admin section. And also I see duplicated values in urgency section (before priorities)-English NEW variant after upgrade and Russian from ver 7022 all together. WHY you added the URGENCY value once AGAIN ???? It seems you don't realize that your CLIENTS really use YOUR PAID Software for REAL WORK in REALTIME RUNNING state.... May I
Approvals for Solutions?
Hello, Is there a way to configure Solutions to require approval before being input into the Solutions? Regards, R
v7503 - Copy Default Site Settings or Groups Does NOT Work
I want to copy a list of technician from a default site group, to all sites. EXAMPLE 1. CLICK .... Groups -> "Users/Groups For" = Default Settings I have example of 5 x �Technicians Interested�. 2. CLICK .... Groups -> "Users/Groups For" = �Example Site� I have example of 0 x �Technicians Interested�. I want to copy settings, so ALL sites have 5 Technicians Interested. TO COPY, I CLICK, Sites -> Example Site -> �Copy Default Settings�. THIS FEATURE IS BROKEN FOR ME. To Check, CLICK .... Groups ->
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