New Request opens old request!! Please help!!
Hi, When I am in Request list view, if I click in the New Request button rather than the link at the top, it opens the last request that I raised instead of a blank request form. Any ideas? Thanks, Davey
Email Notification - Technician/Creator/Requestor
Hi. I am semi new to using Service Desk Plus and I have come across an email notification issue that seems very 'unlogical' to me and I was wondering if there is a way to change or manipulate the rules of notification (or if it is even an issue at all). Here is my problem: Say for instance 'Joe' (at the help desk) creates a new request. Joe is also the technician and the requestor. Once he "adds the request" (or submits) Joe gets an email that he has a request... Why, if Joe is the requestor, the
Citrix and Authentication
Hi We have configured SD to have pass through AD authentication. When a user launches IE on their desktop and accesses SD this works fine. However, when they follow the link in an email confirming them of their request they are challenged and required to enter their credentials. The only difference between the two is that the user would be accessing their Outlook client via Citrix and would be running a local instance of IE. Can anyone suggest why this might be the case?
ssl gateway issue
Hi, we have recently updated to the latest version of SDP. We are receiving an exception error when a user clicks on create new request link. the error is "Exception occurred when executing post invoke script SDP_CreateHTMLArea('HTMLDesc') Msg: 'HTMLArea' is undefined" Can you please provide some guidence as to what I should be looking for to resolve this issue ? Thanks in advance Michael Grocott
Problem in Workstation scanning.
Dear SDP support teams, Problem in Workstation scanning. I found that the error message "Either access denied for the user or the remote DCOM option might be disabled in the workstation. ". So I test as follows. I test from step1 to step 6. But I failed a test. Also I attached a support file. So I want solution. Thank you in advance for help me. Ko Young Suk Telemant Corp (Exclusive Service Distributer)
Deleting Patch-Directory "Path or Filename too long&quo
Hello, while setting up the production environment I have encountered this problem: I wanted to install a fresh copy and so I uninstalled SDP with SP 7020 applied. I noticed, that after finishing the unstall-process some directories were left. I tried to delete them, but I got an error, telling me, that the "path / filename is too long". This directory "E:\AdventNet\ME\ServiceDesk\Patch" wasnt deleted. I had to shorten some directory names and then the structure was successfully deleted. Using this
Cannot Associate a user to a monitor
In the last build 7019 I was able to link a user with the monitor, and also associate the workstation with the screen using Connection Relationship, and link the user to the monitor using Usage Relationship. But after the update I could not do that anymore, there is no Relationship under the components assets, however it used to be before in 7019.. I need that urgently .
SD 7 and SQL 2005
Does SD support SQL 2005 connectivity? Anyone try/have this in production? I am currently running in a SQL 2000 environment. Joe
Check-box + Close button = not closed
Hi. When on the 'Requests' tab, it seems like I'm supposed to be able to check the check box to the left of an open case, and click the 'Close' button up near the top of the window to close that case. However, when I do this (even though I comply with the little "Close Authorized" pop-up), it never closes the case....status remains 'Open'. Of course, when I go in to close a case from within the case it self, it closes just fine; just not from the list. How does this work for others? steven
I'm newbie here
Hello! I'm Crystal. I am almost 16. :) I guess forums.adventnet.com - wonderful name for this site! ;) It is so interestingly here, especially in "ServiceDesk Plus" category. I was surfed about 2 hours before found this site. I think i'll be here for a long time! :-*
CRM for iPhone!!!
When will customizable CRM come to the iPhone?
Resource CSV Import Wizard - Additional Asset Fields?
I'm exporting data from our old asset management system and merging the data with what is already detected in SDPlus. I've created some Additional Asset fields for X and Y coordinate of the machine on the plant floor, but it doesn't seem that the wizard picks these up to be able to import to. Is there any way through the UI to import these? Or must I try and do an UPDATE SQL query to the database if I can find where this data is?
Default due date for requests
Can I change the default due date for requests submitted via email? It doesn't seem to matter what the default priority is and associated SLA, the due date is always 26 hours from the time submitted. I would like any requests submitted within the last 12 hours to show up under "requests due today" on the home screen, instead of just open requests.
request tracked link address error
I install SDP on VM server01, MSSQL database on actual server02, all running is ok, but because of speed is slow so I backup data and unistall SDP on server01, then reinstall on actual server03, restore data from backup file, running no problem, but one issues is when I create a new request, the request tracked link address in requester received mail is old server server01:8080, not current running server server03, how to correct configuration? Regards, Davis
Custom report for licenses
I would like to create a custom report for licenses that shows the number of licenses purchased, the number in use and the purchase date when the licenses were purchased. Has anyone found a solution for this? We are looking strongly at SDP to replace our current Track-IT install and this will go a long way in helping us do that.
Send mail based on Priority/ Impact or Urgency
In our process, we need the feature like these: 1. First: if a high priority (or high impact/urgency) is created in SDPlus, SDplus will send an email to notify the Boss (or even somebody) automatically 2. If an request is overdue (or isn't resolved on time), SDplus send an email to notify the Boss (or even somebody) automatically I tried Business Rules and Notification Rules before but not found anyway (action) to send an email based on Business Rules criteria. Would you please help me to config
Offset for call/problem/change IDs
Hello, we have just finished the evaluation of SDP and ordered it today. For the fresh start of the production-environment we do want, due to internal reasons, an offset of "10000" instead of "1" for all IDs. Is there a solution for this wish ? When we use the "reinitializedb.bat" to take our database to a fresh installation, will all the configuration settings of SDP be kept ? Thanks in advance,
Remove the 'delete' from request list?
How is it possible to remove/disable the delete butten from the request list? Or is there an option to store the original incoming requests before someone is deleting them? Thanks in advance, BR Jochem
Time format AM/PM vs 24H - Why different ?????
SDP version 7.0.0 Build 7020 Something that is really annoying me and un-friendly for our users! The "Due By" and "Created Date" columns show the time in AM/PM format in the initial Request list; however if you open a Request the time is in 24H format! Is this a local configuration issue or purely inconsistency with the software?? I would like to know if this is the case with other SD users or just me. Please drop me a line with your feedback. Thanks a million in advance for your feedback!!
Workstation Scan Doesn't Pick Up OS
using SD+ v6, build 6013 (i tried v 7 and had a nightmare of a time with it so i reverted to v6) when i scan a workstation, i don't get an entry for the operating system. i see plenty of entries for updates and security updates for the OS, and the OS is displayed on the first tab of the workstation under inventory, however, i'd like to keep track of the OS software in the same way that i track ms office or the like. your thoughts are appreciated.
Purchase Order Approver Issue.
When we add multiple approvers to a purchase order, the first person to approve the PO causes the status to be changes to approved. When using multiple approvers we need to the PO to only be marked approved when all approvers have approved it. Is this a bug/"feature" or something that will need to be in a new release? We are on SD 7 build 7019.
Asset State
Hi, Would it be possible to write / update the code that will enable us to change the asset / resource state to incorporate additional items. For example we have assets which have been sold or stolen etc and it would be good to get a high level view of these assets without using additional fields within the asset. Kind Regards Neil
RPC error when scanning
This is so irritating. I've had trouble since day one with PC/Server's with firewall's turned on and getting the "Connection to RPC failed" error. Have tried the 2 scripts SD provides and had SD support on one of my PC's last week for an hour to no prevail. Still waiting an answer back from them. Anybody else have this issue and if so, how do you fix it? Thanks Dean
Software POLL
How do I run a report to find out how many workstations have a specific software installed?
Importing software licenses
Is there anyway that we can import licenses into SD7 without having to create purchases for them?
7020 problem automatic closed from resolved
I just installed the last update (7020) and I have always problem with the automatic closing. Let me know if it's normal or if I need to do a specific configuration. I need help.....
Need to reset call counters urgently
Hi, Please can someone advise how I can reset my call counters? I am promoting a test system through to live. I know that I need to remove all of the test records manually, but then I would like reset the call id counters back to zero. This would be for Requests, Problems and Changes. Thanks, Davey
Category - recategorizing
1. How do we change categories en mass without edit the database directly? For example: We have added\removed categories and no longer want them to show in the reports but do not want to loose the data. We can assign them to a new category to re-run the report, but before I delete the old category all 1K plus records must be changed. Is there a tool to do this properly without having to manually perform this task 1K times? Joe
Software Licensing
I am wanting to use the software licensing to keep track of all my licenses but have an issue. If I add a license and tell it that I have 100 licenses it inputs that software and license key 100 times. Is there any way to make it view the license once and show how may licenses I have for that license key? A problem I have is when I need to look up a license number I have to search through the 100 licenses that have the same license number to find the one I am looking for. I have many volume licenses
Changing the Request ID series
Is there anyway i can change the series of the request ID? i have 2 departments using the service desk plus, if one department logs a call with request id 1, and if the other department is cc'ed then the other department request with id 1 would open automatically by the system although the call has been closed long time ago. is it possible for us to start the request id with a diffeerent series, say like 001 or something like that? can we have characters or is it a number field?? how can we solve
Picking up calls not in a group
Hi, Is there a way of forcing the system to assign a request to your group when you click Pick Up from the request list? At the moment, if the call is unassigned and not in a group and you click Pick Up, it assigns it to you but leaves the Group blank. Thanks, Davey
Completing Printing
When printing, I need to have the approvals print with the rest of the ticket, right now they do not. Also, can the task be shown when printing? At least the task title, the actual end time, the owner, and status. Having these two items print would greatly help with our document control process with ISO as we are often required to e-mail / fax confirmations to our auditors. Any ideas. anyone? Thank you,
Impact, Urgency & priority Matrix are missing
I have setup SDP 7.0.0 Build 7019 and was able to see impact, urgency & priority matrix. I have worked these features without any problem. But today to my surprise I discovered that these features are missing from user, technician screens. When I went to Admin tab I could not find these fields there as well. Please suggest how I can get these fields back as we can not close/complete requests without these fields. Only option we have is to keep the requests open. Regards
Custom mysql query
Hi, Can someone help me to create a query report that shows open/pending requests older than 3 days (not onhold), sorted by technician with subject, category and request status. Regards Stefan
Help with Global View Queries
Can you please post back the queries that the system uses to get the "This Week, Last Week, This Month, Last Month" graphs. Thank you!
KPI report - task completion rate
how to generate a report on the number of tasks completed by technicians within time frames group by technician.
Email notification based on requester
Hello. I need to send email notification to technicians based on requester. If the requester is, say a VIP, I would like to send an email to all the technicians in order to have the problem resolved immediately. I cannot use notification rules since it is impossibile to send emails through them. I was thinking about using SLA escalation based on requester in order to escalate for VIP in, say 5 minutes. The problem is that I would like this e-mail to be clear about the reason of the escalation (i.e."VIP
cannot copy workstation
Hi to all, We're using SDP v.7.0 build 7015. I'm creating assets (workstations) manually and I receive an error code 1.222.784.772.400 when I try to copy a workstation recently created. Could you please help me about the reason of this error and how to proceed? Thanks Jordi
Scanning 64 bit PC's
Hello I am having a few issues when scanning 64 bit workstations. Currently only two people use 64 bit workstations but when i scan for software it is not detecting all of the software installed on them especially Microsoft products. Any ideas Many thanks Graham
Close Accepted
I just upgraded from 6015 to 7020. What is the purpose of "Close Accepted"? How would you use this function? In addition, can I turn off this "feature"? It's really annoying. Thanks, Christian
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