problem database schema
Do you have the complete schema diagram for the database tables for problems as I wish to be able to find the problem associated with each request thanks pete
html format of desc field
I generated a query from the custom reports section and I'm dropping that into report services to report on- One thing I notice is all the html formatting is displayed instead of just the description portion in the description field, is it possible to remove that? Or is there a sql formatting function or report services function someone has used to handle that? Thanks! E
Importing Assets does not populate the Asset Location Field
Hello I have reported this problem several months back. We have performed our extensive asset project and all data is now in .csv format. When testing the importing before the actual import takes place we find that the location field cannot be populated. All other fields seem to accept the data that we import. This is a problem as there is no point in having assets on the system if we don't know where they are located. I have had communication with your support who states that this is indeed a problem
SDP 7.0, build 7019 open issues
The following list of issues are open with SDP 7.0.0 build 7019. Some of these issues I have been reporting since build 7009. ALL PREVIOUSLY REPORTED: 1.) When a request is submitted via e-mail and the requester is subsequently changed, assets may not be changed using the pop-up screen view, only the drop down list view will work. 2.) There is no way to delete an asset connection relationship other than replacing it. This greatly limits the usefulness of this feature. For example, a relationship
Cannot add and cost centers
When I try to add a cost center I get an error.I have an example in a screen capture. no matter what I put in the required fields I get the same error. It tells me the cost center already exists.
connecting to mysql for SDP on Linux
I have tried to connect to mysql of SDP7.0 using the following command: /usr/local/AdventNet/ME/ServiceDesk/mysql/bin/mysqladmin -u root -P 33366 servicedesk and received the following error: /usr/local/AdventNet/ME/ServiceDesk/mysql/bin/mysqladmin: connect to server at 'localhost' failed error: 'Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)' Check that mysqld is running and that the socket: '/tmp/mysql.sock' exists! can you help thanks Pete
Resolved vs Closed
What's the difference/advantage of resolving tickets vs closing them?
Workstation is leased report
Hi I try to run the workstation is leased report, but I cannot find any method to do it. Can someone help?
Unable to delete request (1000 merged)
Hi, I have a request I am unable to delete - response is simply "Delete failed" This request was one of the "autoresponders creating thousands of tickets" types. Someone eventually figured out how to add to the spam rules (I was on holiday) to stop new requests, but the remaining requests have all been merged into one. I'm presuming I need a SQL script to accomplish this (MSSQL 2005). Thanks in advance. Dean
Technician data issue
When I changed the email address of one of our technicians and click save it holds the change. After a period of time the email address resets itself back the the incorrect email account. I have Service Desk running backups every night. It would seem as thought the backup is causing the reversion. Please advise
Asset Tracking furniture
Our Finance department wants to start using ServiceDesk to track building furniture. Before I commit to them, I wanted to confirm the licensing schema of ServiceDesk. We have a 1250 node license. Can you confirm that entering NON-IT assets into ServiceDesk will not use any licenses? Also, is there a way to create a custom 'furniture' Non-IT category? Thanks, Dave
IE 7 - Not opening ServiceDesk Plus client page.
Service desk cleint page is opening using Windows Vista IE 7. any help...............
Cannot Delete PO
I cannot delete a closed PO even though the assets have been deleted that were associated with that PO. I continually receive a "Purchase Order is being used by another module. Hence cannot delete it." error message.
Report needed
I need some help creating a custom report. We are looking at our work hours being changed and we need to be able to justify if we will or not, so we need to see any requests from 12 am to 8 am, 8 am to 5 pm and 5 pm to 12 am seperated. It doesn't have to be much, just seperated into 3 fields displaying this, and a pie chart for the visually assisted that all companies have. This can be Crystal (8 or 11) or built in tools, we have both available.
Automatic initial response for letters without request ID
We want service desk to be able to send automatic answer to all senders and recipients of any email message which doesn't have Service Desk's request ID in it's subject. As a result each recipient wil have second copy of the letter with header containing request ID. We will answer to this secondary message. It will give us possiblility, to communicate exclusively by email, and have all our messages attached to the right requests automatically. Can somebody explain how to implement such behavior for
Scheduled reports not functioning
Hi, When scheduling an audit history by workstation report the PDF file that is attached to the email is blank. When manually running the report everything is fine and when schedueling other, non-audit, reports everything is also fine any ideas?
I am receiving a blank email on Contract that are Expiring
I am receiving a blank email on Contract that are Expiring. We have SDP Version : 7.0.0 Build 7018, This started about when we put Build 7016
Migration Solutions to Other Server
Dear, How to Migration Solutions from primary servicedesk server to other servicedesk server all at once ? Regard
SQL report for workstation audit history.
Hello. We have ServiceDesk running against a MSSQL backend. There is a bug where the audit reporting does not work against MSSQL. Is there a way that I can get this information through a Custom Query Report? I am looking to report all changes (history) for a month against every workstation. If this is possible, can you give me a sample query to do this? Thanks. Dave
Hide columns displayed by default in the request's list
I am trying to hide some of the columns that a requestor can view by default in the request's list, with no lack so far. Can anyone help? Thank you
Very Urgent Problem
I've tried to update my service desk 7015 to 7019, like I've updated before other versions, but this time the update gave me an error, and after that error I never more could start service desk service. So as I've a full backup from my database I decided to made a clean installation of the service desk 7019. Now I have the 7019 installed and working but I couldn't import my backup. I believe that's because the backup I have is for the 7015 version. So I need help importing the backup to this new
7019 Hotfix - Unable to close change - Impact required
Appears to be an issue with build 7019 and closing changes. Our rules require IMPACT to be entered. Correctly when it isn't populated you can't close and it advsies you. However with 7019 we don't appear to be able to close any change even when the impact is completed, it stil reports that IMPACT is required. The only workaround is to take out IMPACT as a required field. Can this be resolved directly please. Regards, Andy
Completed Requests by Department Report
I am running this report to determine the departments within our business that are sending requests, however each month about 30% of reqests are coming up as Unassigned, however if I check AD and the Department field of the Organization Tab, and they are all fine. Help this is annoying me, because I have to manually check 700+ supposedly unassigned requesters and add them to one of maybe 50 offices before repoirting to the CIO, whereby we charge these departments based on usage of SD+ and IT services.
Populating custom field pick list from file
Hi all! We are evaluating SDP and we would like to populate a custom field we defined for the resources and the workstation with a list of values (in the hundreds). We did not see any way to import the values from the admin panel where the custom field is defined. As we don't obviously want to enter them one by one, we were trying to find where the list is stored in the database. We have found the schema for most of the main object's category (from the query builder in the Reports section) but we
ServiceDesk+ and SupportCenter integration?
Hi I�m currently reviewing both SD and SC. Our business requirements actually span both products. We like SC for its good functions for our customer help desk to address our customer�s needs, but we lack the much appreciated ITIL framework. It also contains a good customer web portal. SD on the other hand covers most of our internal needs with a good ITIL framework but lacks any possibility to use it for customer support. Our customer support works closely together with the infrastructure team and
Converting number to date time
Date and TIme information is stored in MySql as a number. Does anyone know the formula for converting the number to a dateTIme format. (i.e. 1186673131671.00 to mm-dd-yyyy, XX:XX AM)
Searching a duplicated request number
When we merge 2 or more requests that are similar or the same, we are not able to search for the request that has become the child request, only the parent request number. The customer can click on link that has been sent to them by SD+ and request opens though. Is this for a reason, or am I supposed to enable something in SD+?? Let me know
upgrade from 6014 to 7018 and move to new server
hi in the last week i build a new server to move service desk 6014 from an older server to this new server and then to test the upgrade. the move from old to new server on version 6014 worked fine. i ran into a problem where some of my asset names were too long which caused the upgrade to version 7 to fail (service desk support helped me out with this one, thank you!) after modifying the asset names i upgraded to version 7 and then to 7018 (just read 7019 came out ) and this is now working and am
Yearly closed report by month
Hello, I would like to create a report that shows a bar graph per month, showing total number of tickets closed for the month. There should be 12 bars. Im not an SQL person, and I have tried to do it through the GUI, but I cant figure it out. Anyone wanna help? :-) Thanks! ben
7019 will not install
Hi, We're running 7018 and attempting to upgrade to 7019. The upgrade will go through what appears to be the entire process - it takes a while - and then with no warning will throw an "error - uninstalling." I'll paste the log file below but it doesn't seem to be of much use. What's (potentially) worse is that the product will not start up after the failed install. The startup seems to never finish "Application layer started," although the progress bar (well, the periods that display) continues to
Notification Rules after Update
After the Update 7018 to 7019 the notifications are not working. Is this normal? This is a very Urgente matter our technicians and requesters aren't receving any mail's from helpdesk, only thoes "forced" In the Request then Reply the Technician.
Problems with Survey
Hi, I am running 7019 buid of SD+ with IE 7 Regarding the Surveys we have the following problems and questions: 1. How to insert an space between welcome and the username?! I have seen other threads regarding this issue and no workaround or fix found. It was supposed to be fixed in one of the previous hotfixes, but they have forgotten! 2. How to modify the message below the Welcome text?, seems like they are hardcoded. the message i want to modify is "Please help us to improve our service by participating
Recover from Failed Upgrade (7012 to 7019)
On Friday we attempted to upgrade our 7012 installation with SQL to 7019, first taking a backup of the ServiceDesk using the backUpData.bat. When installing the update (7019 is the latest service pack) via UpdateManager.bat all was seeming to go well until the SQL transaction log rapidly increased in size beyond from 500MB to over 2GB resulting in the drive running out of space. At that point the update failed and the update utility reported it was rolling back the changes although a few seconds
alarm of locked account event
Hi, I encountered a probelm after I update ServiceDesk plus to the lastest version. I have set up a passive monitor for locked account event, when I scan software on a domain computer, the action will be successful, but I will get a alram of locked account event immediately, then I checked security event on domain controller, there is a failure adult shows domain administrator's passowrd located username field, can someone help me to figure it out? sorry for my bad english.
Fyi - small jscript error message
Hello, just found a small jscript error, don't know if anything is affected by it, so pls find attached fyi. (using ie 6) Best regards
ServiceDesk Plus and IPCC Cisco Callmanager
Hi all,we've a Cisco callmanager 4.2 system with IPCC. We need to integrate Callamanager with Servicedesk Plus so that when a call arrives, customer digits his code id and cisco can send this information to ServiceDesk Plus and it can open the helpdesk operator web page with a new standard request page filled with customer informations. Is it possible to make this?
Reporting Changes mapped to Incidents (Requests)
I'm trying to report on Changes and their underlying Incidents (Requests) but the cross reference table ChangeToIncidentMapping doesn't seem to exist. "Base table or view not found, message from server: "Table 'servicedesk.changetoincidentmapping' doesn't exist"" Does anyone have a report that pulls Changes and the Requests they are linked to? Thanks, Scott M. Kelm MXenergy
Solutions issues (image and text problems)
Hi. I`m running Service Desk Plus 7 and i`m with some problems on Solutions area. I write all text, add imagens and do all fine. Eventually, the imagens just disapear as if they were with a broken link. Its like the software change the image path after some time. When i try to make changes, sometimes the software cut half of my text and some images.. I go back to check the text and it`s perfect! I save again and the same cut is done, I just lose everything (thank god I can go back and the text is
Problems with Updating from 7018 to 7019
Hello, just updated to the newest version, but now I am not able to start SDplus anymore. When I start the server manually I get the following error Messages: Could not find jndi.properties AdventNetServiceDesk: FAILED When I start SDplus in the browser I receive a 400. I tried to uninstall the new Hotfix but got the message: Sorry, uninstallation is currently not supported. So do I need to change any settings or is there another way to get it running? Thanks in advance!
Search by service tag or asset tag
Hi Would it be possible to include in the next version the ability to search resource or workstation by service or asset tag. Users do not always know the name of their computer but can plainly see either the asset or service tag so searching on this basis would be a great help. Regards Mike
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