Making Notes on Request Searchable and Progress of Request
We are currently using the Solutions and this seems to work quite well, The only problem wit this as of now is that any notes we have placed on the Request we can not search on the Notes. This is where we make a lot of the conversation with the user and also give them support and post the solution to them. Even though we do use the resolution portion of the Request we still feel that the Notes Portion allows track and inform the user of the status of the problem and what steps we took to correct
Allow requester to see all requests in Dept
I know how to set this, so that a user can see all requested raised by users in a certain department. However, for the lfie of me I can not remember where this is stored in the Database. We are about to update the details for every user in SDP, but I need to ensure that the users who currently have this set, have it set after the update has taken place. Any help is gratefully received.
Query for MSSQL to Report on Printing
After a long struggle we finally have our assets database under control! Our techs have been logging calls and assigning the correct asset, and I was wondering if there is a way I can do a simple report of how many requests were made to each printer? Or even if it was who, how many, and which printer? This will allow us to track our most troublesome printers! Any help would be great, running 7018 and MSSQL backend Thanks!
Week numbers in calendar are wrong
The calendar in SDP is one week ahead when it comes to week numbers. I guess this has to do with calendar format but I'm not able to find a way to configure the calendar to have it display the week numbers correct. Anyone know a way to fix this? (We are on build 7011 but I did not find any entries about this issue in the newer versions) Any help appreciated! :-)
Db resetted?
After a server reboot, our ServiceDesk Plus is competely blank only possessing default settings. All settings and data are gone. I take it the db has been resetted, either pointing to MySQL or a default MSSQL. Where do i find the db settings and how do i reconfigure to point at our database? In which log can i find possible error information about what did cause this error? This is only the second week using ServiceDesk Plus in a live corporate environment and I DO get a bit concerned about running
Relationships for assets
Hy, Does someone could tell me why creating relationships between assets, workstations, and users (or business service), I generate duplicate records ? Do I miss some steps in the procedure or do I run it in a wrong way ? Thanks in advance for your reply, Regards.
Service Desk plus integration with HR system
Hello Is it possible to fetch some of requester detail from HR system that includes requester's supervisor information and requester's department and position. This information is not present in Active Directory. Most of our request types would require approval from requester's supervisor. So i want to add a task in request template that will be named "Supervisor Approval" and i want it to be assigned to requester's supervisor. I do not want technician to search for requester's supervisor information
Software reports fail
We just noticed that when we try to run 3 canned reports they fail. Reports: Software by manufacturer Software by Category Software Reports - Purchased vs. Installed Software they all give the error Incorrect syntax near '.'. They are all System Created reports. We are using Build 7015 & MSSQL
Domain Scan errors
Nearly All of my workstations now fail to scan when doing a domain scan 1. I am using Domain Admin credentials 2. If I copy one of the failed workstation Id's from the Failed list and do a manual scan from the Assets tab it works using the same credentials IT IS NOT A DCOM ISSUE !!!!!
Training Guides
Is there any where I can download in depth training guides for SDP? The change section of SDP is extremely poor from what I can make out, but that could be (but unlikely) down to a lack of understanding. I have seen a brief guide for the whole of SDP, but I was wondering if there was any specific guides on modules?
[7.0.0.7018] SD+ and Opera
Hi When I edit a request using Opera, I get a javascript error and the description field doesn't look right. Is this a problem with SD+ or how Opera is handling javascript? Can I correct this? Graham
Request Assign to Technician
If a Technician is loggin a request manually created by him under his Login case is not automatically assinged to Him. Ideally this should happened. Every Time Technicain has to select his name under the technician Tab.
Technician Does Not Appear In Group
I have created a new technician and added him to the appropriate group. However, when assigning a request, the technician does not appear in the filtered list. I have just applied hot fix 7019 (from 7017) thinking that would fix the problem as the list of fixes includes "SD-9121 - Request Template with a Group Field populated, technicians are not filtered out based on the selected group". Unfortunately, it appears not to be fixed. Is there a workaround that I can use? AdamB
Email fetching issue
Hello, We are using ServiceDesk Plus version: 7.0.0 Build 7018. I know that past service packs were supposed to fix issues with email fetching getting stopped but we still continue to have this issue. Does anyone know how to resolve this? I have contacted support, but they were not very helpful with offering a solid resolution. The points presented were vague. I look forward to a response. Thanks, Julie
Domain Scann errors
Nearly All of my workstations now fail to scan when doing a domain scan 1. I am using Domain Admin credentials 2. If I copy one of the failed workstation Id's from the Failed list and do a manual scan from the Assets tab it works using the same credentials [/img]
Added ew technician; now will only assign ticket to 1 tech
I am licensed for 5 techs. I just went to add a 5th technician (so I thought) and received an error indicating I could not add more than 5 techs. Up to this point I had 4 named techs that use the system and 1 default Admin which I only used to administer the system. Since it did not let me add 5 real techs I decided to use administrator as the technician; deleted myself and added the 5th tech. After doing this, it appears the system will only automatically assign one technician for the respective
Limitations - Sizing - Existing Installations
Trying to evaluate if the ServiceDesk Plus (enterprise edition) would work without issues and performance implications in a company with: + 3000 requesters (AD import) + 150 technicians + SSO via AD authentication + approximately 100 daily requests Would be nice to hear from existing customers regarding their experience on the use and performance of their installations. Or from the product supporters ...
SDP + Exchange 2007 problem
Hi, I have SDP and Exchnage 2007 installed on the same server. I have problem with sending mails from SPD. Always receiving "Sending notification failed" error. Settings for outgoing mail server are: - Server Name / IP Address: localhost (or 127.0.0.1) - Requires Authentication YES - User Name: DOMAIN\username (also only username) I have tried with real ip address, hostname, localhost address, with and without authentication ... still the same problem. thank you all in advance ! regards, tsw
Add Business Service??
Hello, I'm try SDP7 free installation and I don't know how to add "Business Service" in the Relationships of Asstes. Anybody know how to do, if is it possible in free version?? Thanks Juan
Asset Management Issues
Hi, There are some problems with the asset management features where the links are not working in the asset fields. For e.g. I create a IT Asset Printers and added a list of printers in them. When I click on any of the printers to change/update their fields, after which I click on Assets>Printers, it is not showing the initial list of printers. Can you please have a look into it? I attached document with screen shots for your reference. Also for the Software License Management Part, there are 2 questions
RESTORE ERROR
D:\AdventNet\ME\ServiceDesk\bin>restoredata.bat ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ******************************************************************************** * You chose to open this
Licence Question
We already have a licence for the enterprise version, but wish to know if that will also cover us for a seperate install for which is to be used for testing purposes only. IE testing new patch releases, working with importing dummy data from CSV/Active Directory. This will certainly not be used for live data
Scheduled reports for other technicians
I see how to view my scheduled reports, however I have admin rights but I don't see a way to view/edit/delete reports that have been scheduled by others. We have a technician who has left the company and I need to delete her scheduled reports. Thanks for your time
Exporting the knowledge/solution database
Hello. Is there anyway to extract just the solution-database from ServiceDesk Plus to an iso-file or to a folder where the solutions is extracted as single documents? Regards // Christian
Automated Backups and how to get rid of older versions
I have configured SD+ to create a backup of the database and file attachments every night. We then save the backup-folder to a tape drive. When I check this folder from time to time, I have lots of old backups in there. How can I get rid of old backups, that are not used any longer? Any Backup older than maybe a month is of no use, because it does not contain the data I need. And all backups are saved to a tape, so I don't need them on my server. So how can I schedule the backups in a way, that old
Unable to select product in PO section after 7019 applied
We have just applied 7019 to SD (was 7018) and now in the PO section when we select a vendor (ie. Dell) we are not shown any associated products and there are non in the drop down selections. Please advise as this make the PO section non-functional.. Enclosed is the error we get when in the PO module
Scanned software report
I need to be able to run a report that lists scanned software and what workstations it is installed on. I want to specify which workstations I want in the report. If I specify four workstations for instance, I need a report that says wht software is installed on those four stations in the following format: Software Adobe Reader WS1, WS2, WS3, WS4 Acrobat Standard WS2, WS4 and so on. Thanks
pass-through authencation
when I enable pass-through authencation it still requires a username and password. If pass-through authencation is enabled when I goto the servicedesk it has a pop-up (relam logon screen) that asks for username and password.
XML integration for ServiceDesk
Hi Does ServiceDesk have any XML interfaces so that I can pull/trigger to export any New update. This is to integrate SD to third pary application and XML is the best connectivity solution. Appreciate if you could feedback on this. malik at persoftdotnet
Email History for Purchase Orders
Hi, Just wondering if there is anyway that you can see a record of what emails have been sent for a purchase order. For example, we would like to be able to see the email, or at least that an email has been sent to the vendor for a purchase order, so that we do not send it more then once. Is there a way to see the emails? If not can this be added as a feature in a future release?
column [AaaContactInfo.LANDLINE] is more than the specified
Hi. Please add in the next update. [16:49:23:565]|[09-08-2008]|[com.adventnet.persistence.Row]|[WARNING]|[33]|: The length of the data specified for the column [AaaContactInfo.LANDLINE] is more than the specified length [30].|
Cannot view requests belong to the same department
Dears, I am trying to enable users from the same department to view all requests belong to the same department. but it is not working even if I chooses the option view all requests belong to department under requesters profile. Regards, Noora Almusallam
backup & uninstall of service packs is not working
Hi, I have the newest sd plus version installed but had some problems while changing from mysql to mssql. now the server is running fine (back on mysql) but I can't make backups or uninstall the last updates (cause I only have a backup for an older version). When I try to make a backup my sdpbackup.log says: ServiceDesk Plus [7019] backup log ************************************************************* Backup process started.... Going to full backup with file attachmentsaaaaccadminprofile aaaaccbadloginstatus
email technicians
hi, during the period when exchange server is down,our helpdesk assign requests to technicians (notify technician by email when request is assigned is activated),after,when exchange server up,technicians don't receive any previous mails. is that normal???
How do you record and report on Downtime???
Hi all I'm piloting service desk at the moment and have been been wondering how you all record when you get downtime on your systems?? I would assume that you can do this within Service Desk against the ticket and then be able to report on it later. Any suggestions and stories on how you did this would be most helpful. Thanks :D
Best Practise Asset Management
Hy, We're in SD7 Build Number : 7018 but we have migrated from SD6. Formerly with the SD6 version we used to manage assets like this : Asset ( desktop, screen, laptop,..) was associated to a Workstation, and the Worstation was associated to a User or a Service. During the migration I follow the recommendations like renaming desktops and laptops,etc ... The result of the migration succeeded quite good. But now when I run some Worstation's Reports I realise that we have some duplicated worstation.
Business Rules
It there a way to apply a template based on a business rule? For example we have a category named User Administration which has a sub category of New user. I would like to apply a business rule that applies a new user template which has several tasks such as AD setup, Outlook setup and Meditech (our HCIS) setup. These tasks will always be required for every new account created. Thanks, Ron M
Help!: Where to get good antivirus?
Hi everyone� I have managed to get an virus in My PC� Now my computer is really slow and shows various pop-ups and stuff, what to do and how to get rid of them? I really would like to get some help because my PC is full of very important family pictures and stuff. Viruse name is TJ.Worm32.Heurestic � Please help!�
How to change name of SQL database
Hi, I would like to create a test setup with ServiceDesk Plus and a SQL database before the 7.5 version is released in order to ensure functionality. I've installed SD+ on a new server, but when i want to connect to a test database i've created from a backup of our production database, called Sandbox_ServiceDesk. I then run changedbserver.bat to connect the new installation to the sandbox database, but i cant change the name of the database to connect to... Can it really be true, that i need a completely
Alert Individual Technician when ticket is assigned
Is there a way to choose which Technicians get an email when a request is assigned to them, instead of every technician having this feature?
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