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out of office and other spam
I am trying to setup the system so that it will not respond to an out of the office email. I have in the email settings, subject contains out of office, out of the office but it still picks it up and processes it. Where do I need to go to get this setup properly?
Web interface becoming less and less responsive
I have searched the knowledgebase and read several posts concerning this issue but did not find a resolution. We are using SD+ 6.0.0 Build 6010 on Server 2003 Standard and have noticed the response time for the web interface getting slower and slower. We now have to reboot almost every other day because it is so slow. The only warnings or errors that I see in the eventlog are the following: Warning Event ID: 100 Source: MySQL "Can't open and lock time zone table: Table 'mysql.time_zone_leap_second'
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Tersting of Mail server settings
Hi I would like to know how can I test if my mail server settings are correct. Thank you Junaid
Audit Notification
Hi, Since upgrading to SDP 7020 we have stopped receiving the notifications informing us of the changes made during a network scan. This is not the first time this has happened and causes a lot more work. Please can you confirm if this will be resovled in the next release as this is an important feature to us. Thanks Sharlene
Relase 7.5!!!!! what is the status?
When will version 7.5 being released. You schedulled for June this year. Now it is already october. Earlier we had to wait for Version 7 verrrrryyyyy long. But we still have to pay for your product. Every time when i send a request to you or your forum, i get answer like "we will add this feature in the future" But when releasing products takes that much time, pffffff. So please let me know when 7.5 will be released and which request i asked earlier are in it and which not. If I look on your website
Linking SLA's to IT Services
Hi, New to these forums, and have had a mighty good trawl through previous posts to see if this one has come up (so apologies if it is answered elsewhere), but I am looking for some information/help on the following: At present, from doing some initial testing and evaluation of the tool, it appears as if you cannot link SLA's to IT Services. Is there something I have missed here, as this is the whole point of an SLA?? Dave
Configure SD for WAN network.
My company includes 1 central building and 20 branch office. I would like to install service desk for 1 central building and 20 branch office through Internet. I don't know the SD can or can not do it. Anyone can give me a solution for control and support with 1 central building and 20 branch office through internet. Thanks for advice.
Scanning mac systems
From what I understand, SD+ should be able to scan Macintosh systems and Linux systems, but I'm having difficulty getting that to work. It just gives an RPC error when it reaches a Mac, which isn't helpful because of course a Mac doesn't have RPC/DCOM running. I've got 2 Mac Pros and 2 Macbook Pros in our Marketing department I'd like to scan in, any assistance would be appreciated. I'm assuming I probably need to change something on the Mac to allow the scan to happen (does it scan over SSH or something
SDP+ 7.5 Feature
It would be nice to see a tech on call option in the availability chart so that users can know who to call for after hours support, and when they click on it it should give information on how to get a hold of that tech. Also, there needs to be a way that this can be auto scheduled every month so if your in a 3 week on call rotation you can see it in the calendar that way. I'm surprised this was not thought of in the initial development of 7.5.
Assets Failing Scan
I have a number of assets that could not be scanned for a number of reasons. Some of these are currently switched off, others are laptops that aren't on the network, some are for other reasons. After the domain scan has completed, I have the following information - Total IT Assets in AD : 299 � Successful Scan : 163 � Failed Scan : 136 [Troubleshoot] NOTE: To troubleshoot Scanning problem, click on the 'Troubleshoot' link near the error message. List of IT Asset[s] Failed This list shows all of the
sd+ stopped discovering (unknown workstation)
running 7.0.0 Build 7013 not sure when this happened but now whenever we attempt to scan we get an error "Unknown workstation" and fills in the workstation info with blank info so I have to delete the workstation, turn off the firewall on the workstation and scan again and then turn back on the firewall. Please, this was all working fine before with a global policy for firewall in place. this is getting so old
SD7 Closing Incidents when problem closes
This was brought up a while back if I recall. Any idea what sort of timescale we are realistically looking at to have the functionality to close open incidents when a problem is closed, or if it is even on the development map as yet. Regards, Andy
Survey Report Results
Hi When we run the survey report the comments feild if no one has left a comment it will display 'not assigned'. Can this be changed to read 'no comment' or left blank? Thanks
Additional Fields Not Visible - 7.5 Beta Version
Team, Any "New Request Additional Filed" is added in beta version, the same wont appear in New Request Form. Could you please let me know the fix for the same. Also i don't see Request Form Customizer and Request Preview. Has this been removed in this version. Regards, Arvind
SD Survey fails to show questions
Morning, I have just setup a survey on my system, but when the survey is sent to a user, it does not show any of the questions. All it shows is a box that says "Welcome Null" and only allows the user to add comments, but when the submit button is pressed, it fails to send anyway. Have you got a fix for this please, as this is an area we are being pushed on. thanks Pete
Address formatting issue
Looking at our purchase orders I noted that the frmatting of mailing addresses for the Vendor details, Shipping Address, Billing Address are all formatted improperly. At least for the states it is. Typically it is formated in the following: Address (which includes the number and street name) City, State. Zip/postal code So an address block would look like this: 10201 N. Port Washington Rd. Mequon, WI. 53092 Currently in SDP v7019 it looks like the image attached. Anyone else ever really see this?
same items, more than 1 dept
Hi all, Since I'm new to SD+ I've alot of questions when going through the system. Basically my duty is to workout a new procurement workflow and make use of SD+. I'm wondering how would you guys handle a bulk PO, same item for different departments. Say we'd need to purchase PC, HW & software for 100 people, everybody will be allocated the same resources. How could I input under "Asset". Since the PC & HW come with different serial number, does it mean that I've to input 100 entries under "Assect"
About Remove all the request
Dear Support We are about to roll out SD Plus for production. We would like to keep the configure and setting. And clear all the testing data we previously created. Please kindly advice on the best way to remove all the request completely. (As i remember, the remove function inside SD+ is not really remove the record from the database due to some of the reason in the previous version) Thanks in advance. Clay
Allowing requesters to edit servicedesk requests?????
How do I enable my users to be able edit opened requests? Sometimes, users need to edit their requests, unfortunately the opened requests do not have a feature enabled which will allow them to edit requests. Is there an option to give them this feature or is simply opening a new request the only option they have?
Impossible to Create Comprehensive Solutions!!
WTF!!!!! Are there limitations on creating solutions that I am not aware of??? Such as it can't be more than a certain length in characters, or it can't have more than a certain number of images in them?? It seems that anything more than a few paragraphs causes problems. Has anyone else seen issues with creating solutions? Is there anything I can do to stop information/images from disappearing as I save the solution? I am very frustrated with this. I've been working on one specific solution for two
Creating request using technician
how can you create a request as a technician in the requester feild, i am a technician and need to created requests under my own name.
Custom report with a relative date range?
On build 7018 with MS SQL, I need to create a custom report that shows me a count per technician of all non-closed requests created during a relative time period. For example, I'd like to see non-closed requests that were created in the last 30 days; I'd like another report that shows non-closed requests created between 30 and 60 days ago; and so on. I can manually create these reports, but I have only been able to do so with static dates... for example, created date between July 9 and August 8.
Issue with adding Software to PO
When I try to add a new product, and choose a product type of "Software" I can not add the new product and a get the following error: FAILURE :Problem occured while trying to get Software. Couldn't perform action on Products. Please report the problem to the system administrator, with the Error Code - 1,222,784,100,445. Any help would be appreciated.
New Problem With Custom Views.
Hello, Some months ago I created a number of custom view in requests. These were working fine and we have been using since go-live two weeks ago. I updated a view today to reflect a new application launched today. The addition was roughly "OR If sub-category contains Symphony". However when I saved and the selected this view I received a long list of calls and a series of messages relating to rendering, under the request view headings eg subject. I have therefore deleted the view and tried to recreate.
Error changing between mysql and msSql
Hi All, I'm attempting to move off MySql and onto our Sql Server. Using the changedb script I keep getting the following error java.io.FileNotFoundException: C:\AdventNet\ME\ServiceDesk\bin\..\server\default \deploy\mssql-ds.xml (Access is denied) I have logged on to the server with an account that is a System admin on both the servicedesk server and the Sql server. I have created the Database on the sql server and created a sql account with db owner rights. Any suggestions would be great. Regards
Unable to start MySQL server on port 33366
Hi support team, I am trying to remove and install again but I also have this problem. "I run "run.bat" file it display the error message: "Could not find C:\Adventnet\Me\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute.... Unable to start MySQL server on port 33366.Please free the port. Press any key to continue...." Please help me because I would like to buy license but I am afraid ... I posted two problems. And I hope you will give a solution. In AD manager when you connected
Spanish version
Hi, I�m evaluating SD+ v7.00 Build 7020 (the free version) and I need to know if it have support for spanish language, or I have to download the trial version instead. Thanks.
Adding Technicians
I added all of my technicians. The server crashed that service desk plus was on. I have reinstalled everything and put in my license. I go to technicians and I don't have any other than administrator but when I try and add the previous technicians back in it says they exist. I can log in as those technicians but in the technician pull down list they are not listed. Can you help please?
Can not synchronize the AD account domain.
Hi, I have two problems with the servicedesk 1. I sometimes start ServiceDesk Web client but the IT doesn't display anything or display "Internet Explorer cannot display the webpage" and I must shutdown the servicedesk server and start again for 2 or 3 time > working 2. When I synchronize the AD account with ServiceDesk, I only see Administrator (built in account ) in AD have the same permission with the Administrator of Servicedesk (Local). I make new account in AD and add it to Domain Admin group
Setup issue (MSSQL)
I download ServiceDesk Plus today from your web site and installed, my VM system is Windows XP Pro with SP3, I choose MSSQL as database and keep the default settings, but I can not start SDP service, even I install MS SQL server and create Servicedesk database first then reinstall still failed, but choose MYSQL setup is ok, why? could you help me? I choose my production SQL server also failed, I checkd my VM and Mproduction server TCP/IP is enabled, and TCP port is 1433, I input re-try but can not
Due Dates
Currently no matter what priority/urgency or impact a request has, it seems to have a due by date of 1 day. Is there a way to set this so that different priorities have different response times? We currently do not have SLAs in place, but are moving to that...
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Client Ticket History Disappears
It seems that the clients ticket history is gone when they logon but I can see their tickets in the system as a technician... I searched the forums but couldn't really find anything.. Anyone know about this or has seen this?
auto close request
Ok, maybe I am missing it, but is there a way to set a rule to auto close a request after one day? I see it for problems, but not for requests. Our policy and procedures state that technicians are not allowed to "close" requests. We set them to resolved, and then expect that requesters will close them. HOWEVER, we have a bunch that sit in a resolved status becuase the staff person never closes them.
reports and date and time
hi when creating reports the time is allways listed as well is there a way to only see the date and not the time as well for request time maybe important but for things like warranty or purchase dates times are irrelevant and it is the date that is important some reports would be so much clearer without time indication many thanks
On hold status doesn't stop the clock despite being set to.
Hi, The 'on hold' status does not appear to stop the clock, despite being set up to do so. We still get the flags appearing to indicate the call is overdue. Thanks.
Query to reproduce Graph on 'Global Tab'
I am trying to reproduce the graph on the 'Global Tab' by getting the raw data out to support it. So the information I am trying to extract is: - Cases created by day/date - Closed cases by day/date - Overdue cases by day/date I would like to get this for the entire system and then to be able to get this for specific criteria (technician/category/group). The query assistance would be greatly appreciated. Matt
SSH on custom port
Hello, I would like to scan Linux and other Unices machines from the Service Desk Plus through a SSH connection. However, we don't use the default port 22, but a customized one. Is there a way to handle this in SDP? My version is SDP 7.0.0.
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