Failed migration to MS SQL Server
We have ServiceDesk Plus installed using the distributed MySQL server on build 7018. I have the valid back up from this server. I have tested restoring with a new installation from MySQL to SQL Server with no issues, but when trying to restore with the live backup data I get the following error at around 80-85% complete Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) =============================================QUERY = INSERT INTO task_input
Customized startpage?
When i log in as Admin i have such a GREAT startpage with requests this week, asset info, software etc etc, when i log in as technician i have not. Can I customize my own start page? Can I customize everybodys start page?
SDP 7.0.0 build 7018: SLA's effect on time spent
The field TIMESPENTONREQ in the table WorkOrders appears to be adjusted for business hours as defined in the admin section of the application. However, it does not seem to adjust for an SLA priority-level that does not respect business hours. For example, if I have a priority called Emergency which should be resolved regardless of business hours, I would expect the TIMESPENTONREQ to calculate as the difference of CREATEDTIME and COMPLETEDTIME regardless of business hours or holidays. SDP support,
After install HotFix 7017 Released don't work bussines rules
I can't select condition. I see blank list
New Vendor
Is it not possible for someone who has full rights for contracts to be able to add a new vendor? It seems that is only possible if you're i the SDAdmin role but should it not be possible for people who are assigned full rights to look after contracts to add new vendors? Just if you are going to look after contracts its quite hard if you can't add new vendors. David
subject with multiple ticket no.
Recently we upgrade to SD 7 and have below issue. when we reply to user communication, the subject line will have ticket no. for more than once. eg : Ticket ##14172## - Re:Ticket ##14172## - KRPUS PSP s014 Commission COC-Out amount not capture earlier we did not have any such issues. Also, one more problem is, the communication is truncated to some extent when the content is too long. Need to copy from the source and paste it in the Reply screen. Pls advice.
Asset list with assets additional fields
Hi, I have been using SD+ 1-2 years. In the old version, there is a report group call "Inventory". Those report will list out all the assets details with additional fields. But in the current version, build 7018. There is no more this report group. A group looked similar is "Resources", but still don't have the "Asset additional field" Question: 1/ Is there a way to produce a asset list with additional field? 2/ Will it be consider to put back the "Inventory" report group? Thanks and regards, Carmel
Report for incidents about to go out of SLA
Does anyone have a MSSQL report that will show tickets that will go out of SLA within XX hours?
SDP wont start
Hi, we have a issue with the SDP, I have tried to start "run.bat" through CMD, I get the following message: ______________________________________________________ Could Not Find C:\AdventNet\ME\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to Doorway AS Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details C:\AdventNet\ME\ServiceDesk\bin> ______________________________________________________ Can anybody
reply/forward not recorded at SD
Hi, recently we upgrade from SD 6 to SD 7 and found below issues. when we reply to a request, it will not be recorded/listed in the SD for future reference. But the mail was delivered to users. my observation was, when i choose to reply from the user communication, this reply will be assigned to that communication ticket no. and will not be listed. for eg : User reported an incident. Ticket No. 1200 Service Desk reply to this requester. Requester reply back, merged to ticket 1200, but the coomunication
Tasks - is it possible to hide closed tasks?
In "My View" over on the "My Tasks" panel (right side) I see my lists of tasks which include closed tasks. Closed tasks have a check mark and show line through the text. It would be nice if there was an option to hide closed tasks on this panel. Does anyone have any ideas? We don't really want to delete them. Thanks Jerry
Tasks - please make RequestID or RequestLink available
Hi, We assign each other tasks from requests that we own. Currently there doesn't seem to be a way to insert the RequestLink inside the Technician notification. A nice feature would be to add this key to the selectable fields when developing the Technician notification template. Thanks Jerry
Queries
Is there any way to just query all groups, categories and sub categories? I don't want to know what tickets were assigned to them, I just want a list of them like Category 1 Sub 1 Sub 2 Category 2 Sub 1 Sub 2 Group a Group b etc... I'm just looking for a list of the assignable categories and sub cats. I can't seem to find any sort of report that will give me just that info and it would make the clean up job I need to do on our installed help desk app MUCH easier thanks in advance
reset request Id to 1
Hi, I have been testing Service Desk and it reached to request ID 151 now I want to delete all these requests and start from request 1. I don't want to delete the configuration, just want to start from the begging from request ID 1 Regards,
Unfixed bug still lead to major system crush
We have encountered problem described in one of your topics (can't post link because of your antispammer policy, topic subject - Bug in all versions of SDP). SDP team promised to resolve such issue more than year ago. Problem: After adding a solution topic with "%" symbol in its name, all solution database crushed and forced us to restore it from backup. We are using 7.0.0 Build 7018.
Weird Double Clicking
When I click on tickets or links they quickly click through the selected link and return to the home page. If I press the back button they go to the link I originally intended to click.
Relationship between Incidents and Problems/Known Errors
We have been using the professional version of SDP and are considering buying the enterprise version. With regards to the use of ITIL, what is the relationship between Requests (Incidents) and Problems/known errors in SDP Enterprise. As it stands, when an incident cannot be resolved in a reasonable timescale, we manually change it to a Problem/Known Error. Is there any automatic escalation process in SDP Enterprise?
Purchase order prints on 2 pages
How can I resize the PO to print all on one page? Seems that there are some boxes that are over sized causing it to be 2 pages with the 2nd page barely having anything on it.
All information added by technician under "Reply"
Hi, By using the "reply" option, can we insert all the information which replied by technician in a report? Thank you. Regards, einas
Second Responded Date
I'm very new to ServiceDesk Plus so apologies if this post isn't very clear. On receipt of a request we have SDP set up to send an automatic acknowledgement to the requester letting them know that their request has been received and will be dealt with shortly. This then creates a Responded Date field identical to the Created Date field, rather than being the first meaningful response date. So we can generate a report of response times would it be possible to: Set the Responded Date to ignore the
Manage Engine Idea Box
I used to enjoy looking at the roadmap plus all the features that users here were asking for. but now its one big SPAM forum. I can vote on britney spears and other crap. on a serious note, is this going to be cleaned up?, I found it very useful.
A few feature requests
Hello, I am using SD Plus 7.0.0 Build 7015. Here are a few things we've found that can be improved in SD. Hopefully these will make it into the next release (or a fix/workaround can be found). 1) The ability to change the default font for SD. The default font is Arial, size 8. This is a bit too small since most people are running LCDs at a minimum res. of 1440x900. A default font size of 10 will greatly help. Actually, Arial 8 is great for the rest of the site but the request and solution forms should
Finding out what a particular person has... report?
Hey guys, I pretty much haven't touched the reporting feature. Would running a report be the best way to find out all of the assets assigned to one particular person? If so, how? Is there another method?
Purchase Order Categories
I am looking to remove a few things from the purchase order and need guidance on how to do so. Im looking to remove -Discount -Price Adjustments +Additional Tax Anyone know how to do this?
notify fot requester replying does not work
hi, all notification mails work, except the notification when a requester replies. just installed 7017, but that did not do the trick. any sugestions ??[/img]
Company logo
I recently purchased Service Desk, I uploaded a company logo and realized that it was way too big for the PO portion of the program. I re sized the image, renamed it and when I try and add it, it saves fine but it did not update on the PO. Thoughts?
Custom Asset Field not saving in 7018
I have a created a custom asset field. I have populated the asset field successfully. However, today I can not seem to add or modify data in that field for scanned assets (servers). However, I seem to be able to add/modify the custom filed for none scanned assets (scanners) which I imported via csv. We have made no changes to the DB (MSSQL 2005). Any suggestions?
Order of users when assigning from workstation
Does anyone else have this problem? I go to edit a workstation, assign a user, and the drop down list of users is in some random order, so I have to look all through them to find the correct user. Also, I cannot assign a user and a department to a workstation, so the heading 'Assign User and/or Department' shouldn't have the word 'and' on it. I would love to assign a user and also report by department. Why doesn't this work for me? Am I doing it wrong Am on build 7008. TIA Rich
Issue with restore database
My DB server was crashed yesterday and I want restore ServiceDesk on another server. I have backup MS SQL database ServiceDesk only, but I never create backup use ServiceDesk possibility. And when I restore MS SQL backup system don't work. Who know what I need to do?
Feature request or Advice
We are small and we do not need to be complaint to anyone other than ourselves, and we would like be able to give technitions rights to edit the due date of a request, without giving them "full control" (bascially dont want them to delete requests) is this possible now of will it be possible to add this to an upcomming release? We currently have 7019
how to calculate due date once the timer is stopped
hi guys if i have a request who's due date is today at 4 PM and i put the call on hold in the morning at 8.0o. supposing i change the status of the call to open the next day, how do the requester know his available due time? is it calculated anywhere, can th4e due by date be updated automatically to reflect the new due by time and date???? thanks..
Change View Sorted By Text Additional Field
When sorting the change view by an additional change field (type text) the change view through an error and the view broke. Fishing round the foums I identified the personalizedViewMap rtable and removed the change entries and restarted servicedesk. This gave me back a default view but now I can't save changes to the view. Any help would be much appreciated
Re-assiciate group to requests after group deletion
Hi all, Please help. I deleted 2 technician groups, and combined the members of the 2 groups into one group. Doing this, i accidently deleted the reference to the two groups in all requests logged prior to deleting the groups. I want the references back in all the calls. I assume it must be possible to do an UPDATE command on the calls directly on the SQL database. Which table will i have to look into in order to find the request/group association? Thanks
Can't get Servicedesk to fetch mail
I am having trouble connecting to the exchange server 2007 mailbox. We can get to the host, and authenticate, but when it goes to connect to the mailbox it fails with a "problem connecting to the mailbox" error. We are using Exchange Server 2007, which is also set up for POP email. and the POP port is 995. I worked on this for hours on Friday and nothing I did resolved the issue. Anyone got any ideas?
Remove Old Accounts
We sync requesters with AD Daily. Is there a way for the scan to remove users that it added via the sync? Ones that no longer exist within AD? We currently have over 100 accounts that have been imported into AD that no longer exist in AD. We are using Build 7015
Who�s timid of the Darkly Paranormal?
I wanted to believe. But with his big-mesh blowup of his consummate and uncanny TV series �The X-Files,� Chris Carter has turned me into a unwilling skeptic. Baggy, draggy, oddly timed and kinkyly off the respect, �The X-Files: I homelessness to suppose� is the customarily bad-despatch comply with-up to the plain�s at the outset main mist-pellicle incarnation, �The X-Files.� Released in 1998 and directed by Rob Bowman, one of the bepenetrate�s acceptable frontm en, that earlier pellicle was a seamless
Adding new software
When adding new software I get this error FAILURE: Problem occurred while trying to get software. Couldn't perform action on Products. Please report the problem to the system administrator, with the error code -1,217,453,046,180. I looked for a solution before posting this but didn't see anything. Any one have any ideas?
Workstation ID
Does anyone know how to update workstation IDs in ServiceDesk Plus?
Automated Alert Emails
Hi All, I'm trying to find the function that will email key stake holders upon a Mission Critical Error been logged. Having read through the forms people have suggested creating a business rule that forwards to another group. Can then Email that group upon new request been assigned This is a very messy solution, and sending emails to stake holders with updates, and resolution just makes it even messier. It is possible to have a email action with in business rules? This would simplify the whole process.
Tasks - Attachments
is there any way an attachment can be added to a task?
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