Reoccuring Holidays not showing up
We have created a reoccurring hoiday for New Years Day, January 1st 2009. This Holiday does not show up as a holidiay the schedule for the subsquent years. Example: When I go to the scheduler function, the box is not colored blue for January 1st, 2010 indicating there is a holiday there.
Stop the scheduled asset scan
How do I stop a scheduled asset scan? We have it scheduled to run on Saturday and Sunday @ 2:15am. Monday mornings the help desk will not open and we have to restart the service. Then the asset scan starts up, slowing the help desk down to the point where we can't assign or edit any tickets. I need a way to stop the asset scan. Stopping and starting the service does not kill it. thanks.
Print Preview doesn't show approvals.
When we go to print out a copy of the request everything is there EXCEPT the approvals. How can I get a printed copy of the approvals for people like auditors and such?
Errors are 7502 upgrade
Hi All, After upgrading to 7502 our reports are stuffed None of the pre exisiting reports work, including the ones SDP shipped with. They all throw up a Java error complainig about a incorrect logo even when using the default logo. If we create a new one the following error occurs java.lang.IllegalArgumentException: Invalid ICC Profile Data Just wondering if anyone else has had something similar? Cheers John
Also having error restoring backup!
Trying to create a test environment for the 7.5 upgrade but getting the following error on multiple entries (have deleted a couple from the database). Output attached.
Conditional Task
Hello, I would like to create conditional tasks. The purpose is, for example, on the new employee request, I created additional fields. I want when a field is selected the option "Yes", a task would be created for the case, and when it's "No", it would not be created. Another question: Is it possible to create Check buttons fields instead of Drop-Down Menus? Thank you, Marco Alves Jetrepublic IT Staff
Requester view worklog
Can requesters ever see the work log? I like the ability to add notes and have them viewable by only technicians, but can the worklog ever be viewed by non-techs? -gjaynes
Future feature request
Is it possible in the next release to have the ability to paste an image into the body of an email sent from the request id to the requester or the assigned tech?
National signs
Hi, I've successfully upgrade my SDP to version 7.5 in lab enviroment. I have some trouble : In my language we use key combination rightalt+ e rightalt+ l rightalt+ z but in new request at descritpion this combination of keys is used for text justifiaction. How can I switch this hot keys off ? or How can I change default editor layout from rtf to html source ?? Kind regards
Raising prices?
Hi Adventnet, I received an email from our reseller that Adventnet is going to higher the euro prices of Service Desk plus!!! Can you tell me if this is true? I would really be disappointed if this is true, we've been waiting every time a long time for upgrade, like 7.0 and now with 7.5, and as a cream on top we need to pay more?????? Instead giving your customers a discount??? Can you please clarify this? Regards, Jeroen
Resource report give java error
I am trying to create resource, workstation report. Following query runs fine in MS SQL Server Management Studio but when I run it from report module of service desk plus i get following error SELECT rf.udf_char3 "CI#" ,rf.udf_char1 "Family",r.RESOURCENAME "Asset Name", si.servicetag "Serial Number", au.FIRST_NAME "Assigned to", dd.DEPTNAME "Department", rf.udf_char4 "CI Owner", rf.udf_char5 "CI Maturity State", rf.udf_char8 "Assigned to Organization", rf.udf_char6 "Location", rf.udf_char7 "Floor"
SD Wont start after attempted upgrade from 7022 to 7500
Have had the upgrade from 7022 to 7500 fail and now the service desk hangs while starting. Anyone got a suggestion before I log a call? Thanks
7.5 Edit Workstation Choose Model
Just recently upgraded to 7.5 and am looking through scanned Assets. Love the ability to scan using VBS script. But, I have one question. Is it possible edit workstations after they have been scanned?? We used to be able to do this but am now unable. The steps I followed were: Assets->Workstations Scanned->"workstation"->Edit-> And then I see that "Model" is a required field, however, when I click the dropdown, only "Choose Model" is displayed and nothing else. I then click on "Add New" and can add
Same errors v.7021 come in 7500\7501!
Hello. In description of update 7022 you described the decision of such errors: 1. SD-13318 � After upgrading to 7021, We want the user to clear the browser cache to reflect the changes done in the login page for multi domain. With out clearing the browser cache, user not able to login. 2. SD-13227 � After upgrading to 7021, if display language is changed to any non-english in Self Service Portal Settings and AD (ActiveDirectory) is enabled, unable to login through Local Authentication Why are these
solutions issue
chaps setup a new install of SDP 6. Started adding in the solutions and ive noticed they all go into the same category. EG general > logons > solution1 network > solution2 then if you go to general > logons, solution2 is shown as well as solution1 so its not putting them into their own categories. is there anything that can be done??? thanks ojo
Import Requesters from Active Directory
After upgrading from 7022 to 7.5 we are unable to import requesters from active directory.
7502 - Cannot import users from AD
SDP 7502 Win 2003 MS SQL 2005 After upgrade from 7022 to 7502 cannot import requesters from AD. What should I do ? Please, help ! And also after upgrade I have a few sites that I want to union in one site, but I cannot edit site for departments, cannot delete department despite of that fact that no requesters in this departmet. Thank you
Report for all edited calls in one week
Hi, I need a report for all calls which have been edited (note, mail, open, closed...) within one certain week. Might be easyer to say all the calls where a history entry is visible for a certain timewindow (f.e. last week). This report needs to include the technicians and all the "executed times" in this defined timewindow even if there is no "executed time" entry. Reason is, that we have lots of calls where timeentries are missing and so all our timespend reports are for the bin... We want to see
SeriveDeskPlus SSL
How can I add a SSL cert to the Service Desk Plus site?
7502 - cannot access assets
We have upgraded to 7.5 hotfix 7502 and now cannot access any assets. If we click on the assets tab, it never opens. We cannot use the search facility for assets, software or hardware. If we try to access assets, eventually SDP becomes unusable and the SDP service has to be restarted on the server. We are using MS SQL 2005 Express, any help would be greatly appreciated.
Some possibilities were gone
1. In the left corner, a window "Quick Create - New Request". If it to curtail to (minimise), pass to any other tab, and then will return on tab Requests that it it is developed. And on correct, the window "Quick Create - New Request" should be closed. 2. In version 7022 if all obligatory fields are filled, except point "Time Taken To Resolve" at closing of the Request the program suggested to fill point "Time Taken To Resolve". And in version 7502 gives out an error: FAILURE:Request cannot be completed.
Upgrade advice needed
Hi, We are at version 7.015 and would like to upgrade to 7.502. However we would like to set up a test system first. Do we simply download the latest "demo" version and connect to a copy of our Live database to do this or are there other recommendations? Thanks
New function in SD +.
Is very necessary such possibility. 1. When the email comes to system SD +, the rights to this request are only at: the initiator of the request and at the employee who can look through request of department. And it is possible to make so that the rights to request viewing were also at those employees, which exist in a letter copy? 2. It is possible to include in Business Rules processing of request, possibility to use additional fields in "Perform these actions" ?. Thanks!
Unable to start SDP after Restore Data 7022
Hi, I can't start SD+ after restoring data . No error message, but the service restart indefinitely. I must going in administrative tools so stop the service ! Before restoring, SD+ can start but can't after restore. The backup file is the same version 7022. Please refers to the attachment, the SDPRestore.log in the archive It's Urgent, Thanks
7501 SDP - Software from Asset Explorer 5.0 not importing
Hi, using distributed scan....i import zip file from asset explorer 5.0 in to SDP 7.501. Hardware details show but not the software. If i import the same file into Asset Explorer Central server it shows up fine. I upgraded to SDP 7502 to see if this fixed but that actually stopped SDP from working altogether so had to roll back. I use SSL for SDP. Anyone have any ideas or experienced the same issue? Any help much appreciated. Great product btw! Jason
Contract Expiry Alert more than once
Hi, I would like to know if there is a way to set the contract expiry alert more than once. Regards, sabarina
Request type
Version using: 7.0.0 Build 7012 standard free version Can I show the request type in requetor form of these version and customize the request type by myself? If not could you please tell me whether the latest version or from which version and build I can do it? Now I use an customized field. Thank you very much!
Survey without response
How can I create an report in system to see the survey send to the requestor but they did not response? We feel requestor give no response to the survey so we hope to use the report to ask them to give an feedback.
SLA with additional field
Version using: 7.0.0 Build 7012 standard free version I define an SLA including one customized field. But it can not worked out duedate when a new request created. If I use the system exsiting fields, it works well. Whether it is the system does not support SLA based on customized fields?
SD 7.0 Failed Update to 70xx
I have the following issues trying to update my current version of SD. I tried to update to SP 7010 thru 7022 neither patch is getting installed all fails at 98% Install progress. Current Version: 7.0 Build: 7000 Error message: 98% Install fails attached is my current log with information pertaining to SP 7022
Turn off Dynamic user addition?
I have the following option set to "no" in self serve, how can i prevent techs from submitting a request without an associated user. Right now they can just type "joe" and the request will submit? Do you wish to allow dynamic user addition when the user is not already imported in the application ?
Passthrough Authentication not functioning.
I am unable to get passthrough authentication working. I was assured that an update to the latest version would resolve the issue. After updating the same problem persists. After enabling passthrough authentication logging off, and attempting to go back into the helpdesk website. The website never loads. To reenable access to the site I need to go into the Globalconfig table and edit the SSO property from TRUE to FALSE. Are there any possible solutions for this issue? I need SSO to work so that my
Template changes not saving
Hi, the changes I do in the templates are not changing. Also field which are set to View and set by requester are not visible in the requester side. This is urgent as the templates are now not working anymore!!
error restoring Backup
can we restore the old build backup.data (7011) to the new build like 7500 directly..pls tell me.?
Quick Request Templates
Hi, Just wondering if there is any plans for the following... We would like to be able to create quick request templates based on technician, rather than the global templates that we are able to do now. Thanks, Davey
backup or upgrade with SDP 7022 fail
Hello, I cannot make any backup or upgrade with SDP 7022. My command line log is in attachment. The file associated_applications.ibd does not exist on my server. Any idea to solve my problem?
Can't Create Custom Request Views
When I try to create a new custom request list rule and hit save, two options (and/or) rules (criteria) are added to the rule that appear to be date constraints with NaN as the date. Each time I click edit and then save the rule, two more of these entries appear. Because of this, no custom views can be created that work.
sorting of request tickets
In version 7 there was a view option for "Groups". I am not seeing it in version 7.5. Is this something I am missing or has this feature been removed?
Domain scan not work
Please help me, the domain scan not work.
Email Address Selection
Hi, This might be a feature request, however just in case there's something we can tweak in the system, I'll post here. The Email screen within SD+ has an auto complete option. Which is �quite� handy, however we are finding a few issues with the it. 1. The drop down selection contains AD users and customers so the list excessively large. 2. Adding more that one recipient to list is quite awkward because SD+ doesn�t add a separator. 3. Back to point 1, we feel that there is a very high risk of a technician
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