[7.0.0.7018] Request status OverDue is not assigned
After installing 7018 request status OverDue is not assigned
Feature request: Optional, newest Notes on top
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature.
Self service portal URL?
The SupportCenter application has a Web Portal Configuration option in the Admin backend, whose HELP includes a sample URL of the self-service portal. The HELP denotes: Web Portal Page can be accessed at http://<server_name>:<port>/sd/SolutionsHome.sd The "Self-Service Portal Settings" under ServiceDesk doesn't state what the URL is. So, what is it? I tried the following: http://<server_name>/sd/SolutionsHome.sd While that produced what appeared to be something of a portal. It's completely broken.
Bug: [7.0.0.7018] - Backup Scheduling
Hi Within "Edit Scheduling" I have tried setting different values under "start backup on" (date and time) but they don't seem to hold (revert back to what they were previously). The "Every" value seems to hold though. Graham
[7.0.0.7018] Report Logo
Hi Is it possible to add an image (say company logo) when creating reports? Graham
Bug: Can only search on UserID if email is defined
I've got several test users setup, names like "john doe", "bob nobody, "frank jones", etc. For each of them, I have the following defined for them (going to use john doe as example) --------- Employee ID : jdoe (built-in field) Additional Requester Details UserID: jdoe Login name: jdoe --------- With these three fields populated with "jdoe", when I attempt to search REQUESTS for Keyword, "jdoe", I get no returns. It isn't until I define an email for this Requester of "jdoe@aol.com", can I actually
Bug: "Show all tasks" columns horizontally scroll
In the "Show all tasks" view, no matter how many (or few) columns you have selected to display, the last column that has the "Search" and "Select" icons scrolls off to the right of the screen. Review attached screenshot. No horizontal scroll bar is displayed in the browser. Even when I only have SELECT BOX and TITLE set to display as optional columns, it still scrolls off the field of view.
Reporting on Work Logs with Crystal Reports
I'm trying to write a report on the work logs using Crystal reports, but I can't seem to find the table they are stored in. Does anyone know which tables are used? Thanks for the help.
User cannot attach .xls files
Only one user has reported this issue. They cannot attach any .xls files. The file size is <1mb. They are able to attach other file types. I am able to attach the .xls files he was not able to.
My View - Request Summary
I have a single request that is being listed in "My Request Summary" as being both, "Request Due Today" AND "Requests Overdue". If it's due today, then it won't be overdue until tomorrow. Likewiess, if it's overdue, then it can't be "due to be completed today". A request cannot be due and overdue at the same time.
Assets - Software Categories
I'm not seeing where one can add more software categories in the Admin backend. See screenshot. I attempted to add a "Product Type", with a type of "Software", but that doesn't appear to be it. How can you add more categories?
Asset Management - Add Network
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Domain user as technition and PO approval using free licence
i like the software but my Supr. will not approve funding to buy enough lic. for all of our techs.. so ive been self manageing it... but im trying to use this to track my POs problem is the default ADMINISTRATOR login does NOT have the ability to approve POs. i would like to make my domain user a technition but cannot since i am only allowed one is there a way to give the admin user PO approve pivs? and is there a way to make the 1 free tech a domain user
I have a matrix report and want it to be a graph report.
Sorry I am not at all adept at SQL and I need a matrix report converted to a graph report, how do I do this? The data is there, but I want it in a Graph format with more than one field. I want the number of tickets lodged per department and the number of tickets completed per department for a defined period of time (previous week). I have a matrix with number completed per department but am having some trouble converting to a graph or adding the extra field (number completed). The query is: SELECT
Bug: Survey Results not correct in reports
I closed a sample request and answer the 3-question survey as follows: Chris Schear's Answers ----------------------------- 1 Your issue was handled promptly... Excellent 2 Your issue was handled professionally... Good 3 Your overall level of satisfaction with this request... Excellent ----------------------------- Logged in as an administrator, the survey results on the backend report: Overall Satisfaction level: 88.89/100 When I run a Survey Overview report, the following is reported: Rating: 8.00
User login addition
I have this option turned on under Self-Service portal settings, but when a new Email is submitted only the new ticket notification is sent back to the user. I have the template checked under notifications so it should go out. Can someone please advise? Not sure if this matters or not, but we also have "Dynamic User Addition" turned ON.
Unable to edit 'DueBy Date' within tickets
Hi there, I am unable to edit the 'DueBy Data' field of any tickets, I am currently using Firefox 3.0.1 - and a colleague of mine who is using IE7 is able to. Can you please confirm whether there is a known fix for this or when there is likely to be one for this issue? Also I am receiving the already known issue of being unable to close tickets from the requests queue. Thanks, Scott
Overdue Flag Icon
If you are finding the graphical properties of the overdue_flag.gif icon are lacking and fail to adequately fit in to the rest of the images within the GUI, I invite you to locate the following file: (DRIVE LETTER):\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\images\overdue_icon.gif Rename to "orig.overdue_icon.gif" and replace with the image I have attached to this post.
Bug: CSS formatting when hovering over "My View"
Using IE or Firefox, hover your mouse over the "My View" tab on the HOME screen. Move it off/on several times. See the formatting shifting? This can also be seen when you over over ANNOUNCEMENTS in Firefox.
Web GUI does not render properly in Firefox 3.0.1
The web GUI does not display correctly when using Firefox 3.0.1. Works fine in IE7. I know previous versions of ServiceDesk worked fine in Firefox. See forum screenshot for example.
Installation of Adventnet Service Desk7.0 on Windows server.
I have two queries 1) if want to install adventnet service desk professional 7.0 for 2000 nodes on windows server , so whether i had to take 2000 license of windows server because i am scanning 2000 nodes. if am installing on linux server so whether i had to takes same 2000 license for linux server.but all machine i.e 2000 nodes are windows desktop. 2) Whether Adventnet service desk comes with bundled database i.e mysql or open sql. 3) What is the latest version of Adventnet ManageEngine Servicedeskplus
Backup Job file size changes
The size of the backup job went from 20 mb to 5 mb from one day to the next. The new backup files cant be used to restore the database. is there anything a fix that you guys have for this. im using 7009 on a 2k3 vm server.
[7.0.0 b7018] - SD+ Doesn't Start
Hi Today I upgraded from SD+ 6.0.0 Build:6014 to SD+ 7.0.0. Upgrade went well and everything seemed to be working as it should. Next, I went to update from 7.0.0 to the latest update (7018) but now I am unable to start SD+. Any ideas how to resolve this? Graham
Cannot Login to SDP
Hi, We are having a few issues with SDP this morning. On the server i can only login as the domain admin account that was used to install SDP. Any other user it will not let me. It just times out. When trying to login from any client, i can get to the login screen with firefox but with ie, as it automatically logs in, i just get a blank white page which just times out eventually. we are running MSSQL 2005. No changes have been made apart from windows updates last night. It was working this morning
Feature Request: Task "owner" to include GROUP opt
Currently, you can only assign tasks to an individual. In the case with larger IT environments, a single ticket may be worked on by multiple individuals. Much like requests, it would be nice to be able to assign tasks to only include the Group. A "New User Joinee", might have 6 total tasks. Examples below. TASK 1. Create Active Directory account (Systems group) 2. Create email settings (Exchange group) 3. Setup computer (PC group) 4. Setup network (Network group) 5. Setup telephone (Voice group)
Feature Request: 'Close' button on Tasks
When you view your tasks from the "View All Tasks" link, you have the following button options: New Task Close Delete When you view tasks from within a Request's "Task" tab, you only have these options: New Task Delete There is "Close" button when viewing tasks inside a request. This is sorely needed.
Overview or quick start guide?
Reading the admin manual leaves many questions. Is there a quick start guide or better yet, a best practices guide available? I have spent much time trying to configure the system the way I need it to work only to realize much later that the feature I am working with may not, or is not, the best way to do something. Currently I am having problems trying to figure out the best way to track calls and make sure they are seen to according to our service objectives. For example, I want a priority 1 call
Spelling error on 7018
You can add various General Ledger Codes which can be associated to any Parchase Order. To add a new GL Code click the New GL Code link on the right hand side corner of the GL Code List table. I believe that its supposed to be Purchase
Bug: Editing of Closed TASK TITLE repeats email notif
When a TASK is closed, you have the option of receiving an email notification stating, "Your task has been closed..." (etc). If you edit a closed task's title, you get a repeated "has been closed email". Each time you edit the task title, you get another "closed" email.
can you configure email to populate fields?
New to SDPlus We have a software order form online. When the form is submitted it is sent to the email that SDP checks. The order gets into the system however is there a way for me to have various fields populated (if they are not the default values)? For example when someone purchases software, I want the ticket to show the priority, level, group, status, etc. Currently all are blank unless there is a default value set. Thanks
Feature Request: Modified "Global View" for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Bug: Selecting Requestor Name from Userlist
If you click on the "Show Requester" button within a request form, which pops open a new window with the "Requester List", when you click on a user name - it is populated into the Request but the popped up window does NOT close itself. It blanks out. You must manually click the "x" to close the window. The blank browser window HAS source code, which is as follows: <script type="text/javascript" src="/scripts/IncludeSDPScripts.js?8"></script> <script>includeSDPScripts('', true, '7018','en_US');</script>
Bug: Alert request owner when task is closed
This was working earlier today, but now tasks that are closed are not resulting in an email notification. Tasks ASSIGNED, are. When I close a task for a request that I am the Requester of...I no longer receive a "closed" email.
Bug: Spacing in announcements
I reported this bug almost a year ago and I see it still hasn't been addressed. In ANNOUNCEMENTS, proper spacing is not observed between the NAME and the DATE. Sample output is below: Created by : administratorOn 13 Aug 2008 11:15:31 There needs to be a space between "administrator" and "On 13 Aug...", etc. A minor "bug", to say the least, but a very visible defect that every single user can see.
Question about notes
When a note is added to a request and the Show to requester box is selected, should a notification e-mail go out to the requestor stating that the request has been updated? I thought this was happening before I went from build 7015 to 7018.
Database location
How does one go about connecting SD+ to a database not located on the application server? (e.g. a SQL server cluster)
Problems with Business Rules in localized version
Hi! After setting Russian language it's not possible to create Business Rules. There are no options to choose (see rus.jpg), while in English all works fine (see eng.jpg). We are usung 7.0.0 Build 7018.
Have trouble in Business view conditions
Hello. We have some strange issues within business view: After I have created business rule with described criteria and conditions it looks seems ok. But I after I have changed interface settings to Russian there is no any items in "condition" list in my rule. It's strange because rule works fine. Criteria items in "criteria" list appears again when I change interface to Russian language. Have any idea?
Not able to scan ESX servers.
Hi, I am not able to scan the ESX servers and some windows servers also. Can someone suggest do i need to enable any ports or services for that. Thanks in Advance, Shibin Paul
change requesters authentication
I have a user who's account was created as a local account. I want to change it to authenticate via her domain account. Is there a way to change her authentication method in the database? Alternately, can i change her tickets to another requester in the database? If so I could delete her profile, reimport her from AD and assign the tickets back. Thanks for your help!
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