Temporarily Rename Category
We are setting up our Help Desk so that the Category is one of three departments (IT, Operations, Facilities) and each Category goes to a different group of Technicians. Unfortunately, one of our Departments will not be ready to roll out their portion of the Help Desk when the other two go live. Is it possible to temporarily change the category name to something like "Do Not Choose" so that the end users don't select it until the Department is ready? I am mostly concerned with if the category will
How to do this modification ?
Hi, I would like to remove the default status (open, onhold, resolved) or personnalize these by changing their name. Is it possible ? Also, I would like to rename the word 'level' to 'category'. IS it possible and how to do this ? Thanks in advance, Fred911
How to do this modification ?
Hi, I would like to remove the default status (open, onhold, resolved) or personnalize these by changing their name. Also, I would like to rename the level champ by category. Is it possible ? Thanks in advance, Best regards Fred911
SD Backup failure
Just curious if anyone else has problems where the backup will succeed every now and then but mostly fails with the following error: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: \\quantumdxi\servicedesk\SD\notificationtodesc.sql (Access is denied) at java.io.FileOutputStream.open(Native
Backup Failure
I'm getting periodic failures on my SD backups. Every now and then the backup is successful. Most times, I get this error: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: \\quantumdxi\servicedesk\SD\notificationtodesc.sql (Access is denied) at java.io.FileOutputStream.open(Native
How can I have shared folders running on Apache Tomcat?
Hi, I am attempting to have a tech volume on the same server as my SDP software and instead of installing IIS, I would like to utilize the Apache Tomcat that currently exists on the server. How can I web share folders using Apache Tomcat that is being used by SDP software? Thanks for your time. Bob
Delete Technician - but keep as requestor
Hi, We have some associates that are no longer technicians. However, they are still employees who will periodically request service. If I delete them as a technician will they remain as a requester?
SDP 7.0 Enterprise - Vista , No login, blank screen
Just installed version 7.0 and whilst it loads no problem in Windows XP & Windows 2003 (IE 7.0) all I get is a blank white screen when accessing it from a Vista Workstation
Change DB from MSSQL back to MySQL
Hi there, Anybody knows how to or tried already changing the SDP database from MS SQL back to MySQL? I know that MS SQL is fully blown DB engine in comparison to MySQL, but apparently Audit Reports and Customer Satisfaction Survey don't work with the MS SQL. Any advice would be greatly appreciated. Many thanks, Marek
Custom Reports
I am trying to create a custom report that shows all tickets for the current day that were "resolved" - we set the status to resolve and then it auto closes after 24 hours. The issue is that there is no "resolveddate" field like there is "completeddate" so if I do the report based on the "completeddate" it doesnt show anything from the current day. Here is my current query. Anyone have any suggestions? SELECT ri.FIRST_NAME 'Resolver First Name', wo.WORKORDERID 'Request ID', ti.FIRST_NAME 'Technician',aau.FIRST_NAME
Deleting Requests
Is there any way that even if requests are deleted that they are kept in a table?? We are an American company that needsto abide by SOX compliance and SD+ is used for financial systems access and permissions granting etc, and of late there are requests that seem to have just disappeared, there are 2 admins, myself and another of my staff who I have worked with for 3 years, and she is adamant the request was not deleted by her! Alternatively is there a way I can limit deletion access to myselfonly,
ITIL Change Management
Dear all, I am currently evaluating SD+ Enterprise Edition for my organization and will like to know your comments on ITIL Change Management. Basically, I feel that this module is not really comprehensive enough. The controls were not strong and proper workflow is not established. Let me highlight some of them 1) Once a Change Request is raised, depending on the Change Type, if it's Major, Approval is a must. For this, any person with admin rights is able to close this change request without Approval.
Tasks - email notices do not include request ID in subject
Hi, We are using the "task" feature along with our request. When a task is assigned to a technician it assigns a task number/id to it. This task ID is inserted in the subject that is emailed to the technician. If for some reason the technician "replies" to the task email it opens a completely new request. Is there a way to embed the ##requestId## in the subject of the email? Another option would be for Service Desk to file all Task replies with the orginating request. Thanks, Jerry
Create a new database
Our company has merged with another and we need to create a new database. Please advise on the best way to do it. Using Professional.
SQL2000 to SQL2005
My company is getting rid of sql2000 servers which our current SDP is on. I need to know if I need to do anything special when converting to sql2005? Is it just backing up the data in the app then restoring it into a new sql2005 db? Or is it not possible?
SDP 7.0.0 Build 7018 crashing with SQL Server 2005
Hi, I'm experimenting a serious issue with SDP 7.0.0 Build 7018 and SQL Server 2005, from time to time SDP queries are going into suspended mode in the SQL Server and then the SDP server is no more functional. The actual workaround is to stop the SDP service, restart it and kill all blocking process on SQL Server, is there any other way to fix this? Regards, Patrick.
Description field displays unnecessary information
Hi, I just wondering why Description field in a report displays unnecessary information. Please refer to the attached report.Really hope on how to fix this? Note: I am using Crystal Report. Thank you. -einas
No response received from workstation/Connection to RPC
Hi there, I have been searching around to see how I can resolve this issue but I am having no luck with this at all. I am running 7.0.0 Build 7017 I had an issue where Symantec was blocking ports ICMP 0 and 8 and other ports from SQL server, this is now fixed applying/newer version of Symantec I was given to update on the policy the client computers which took the Symantec firewall off as the server firewall gives the protection. On the server it is configured to let the SQL server scan all clients.
7.0.0 Build 7018: asset association prevents update
I would like to submit the problem described for a bug fix. I am observing a problem where an asset will not allow update. The system pops up a message indicating 'Kindly select an asset' when I attempt to update. Further, the edit resource screen does not display the radio buttons 'Associate to Asset' and 'Assign User and/or Department'. The section below where the radio buttons should be displays the user and department information. The source code for the page does not include the radio buttons
Test drive SDP 7 beta
Hi, We did test drive SDP 7, 1st off all to see if ssh was working. I'm very pleased to see ssh is no supported in SDP 7. While running a scan on a Windows Dell server returns all expected information, a scan on a scan on a RHEL Dell server, only returned basic information on the hardware, and no information about the installed software. With regard to the hardware: the Dell service tag and model info are missing Note, we don't have the Dell mib installed on the Linux box, according to Dell the service
Problem with "Keep me sign in" user portal
Good morning, I've a problem with the function "Keep me signed in". I try all options in Internet Explorer 6, deleting cockies, temp files, security access, not using proxy, ... It nothing do. I joign a shootscreen with the javscript error. How can I use this function? Best regards, Vincent
Newbie question
Hi, I am currently evaluating SDP 7.0.0 and have come across an issue that I am sure has been dealt with but it is probably me being stupid! How do I assign a call (request) to multiple assignees? Say I have a call that needs more than one person to carry out particular tasks before resolution. Thanks, Davey
SDP 7.0.0 - Dumping your schema
This is a quick overview for dumping your DB schema into a browsable format that graphically shows table relationships, fields, etc. Great for troubleshooting SDP, or for creating a complex query report. Gems like the asset owner history, status history, etc. become apparent as reporting options. 1.) Install Java 2.) Download the SchemaSpy jar file, schemaSpy_3.1.1.jar, from sourceforge. 3.) Download the appropriate DB driver JDBC interface. For MySQL you need mysql-connector-java-3.1.14-bin.jar
Custom field in report
Hello, I'm trying to generate a report that includes the "IT Services" field from changes, but it is not available for selection in the "Available Columns" list at New Custom Report. Is there any possibility to include this field also in the reports? Thank You,
Association of different elements?
Would it be possible to implement the possibility to associate for example requests and purchases or requests and contracts or contracts and purchases?
SQL Server Windows Autentication
Hi, You plan add the Windows Autentication to configure SQL Server as database of SDP in the version o next build? Second question: In the Readme.html file under [SD-home] directory say: * Survey and Audit reports will not work with MSSQL True? It does not work automatically or does not work using the tips of the Help Card of the module Reports? Andr�s ZMA - Argentina
7.5 Release Date
Hi All, What is the latest on the 7.5 release date? Thanks, Greg
Query
We would like to know about the new release of Help desk
Cannot edit SDGuest
Hello: I cannot edit the SDGuest role. I go into the role description and tick/untick some boxes, but there is no save option, only "cancel". Is there another way to save modifications? We are on build 7012, and do not have the option to upgrade at this time since the last attempt at upgrading failed. Thanks!
Email Notifications
Hi All, apologies if this has been asked in the past, I did a search but couldn't find anything. Is it possilbe to disable the email notificaiton that is generated when you assign a request to yourself using the Pick Up option? It's not necessary to tell yourself that you have assigned a request to you. Cheers
Firefox 3.01 - Checked items don't close or assign
On the latest build of ServiceDesk Plus, I am using Firefox 3.01. When I go to assign or close a ticket or tickets by checking them off and then clicking Close or Assign, nothing happens. However in IE7, it works.
Backup SD6Plus and Restore SD7Ent
Hi All, I have currently running a mature SD6+ on Server1. I have just installed SD7Enterprise on a new server and want to move the data from old SD6 to SD7. Can this be done with just backup and restore function ?? How is the best way to achieve this. Thanks in advance all. :roll:
Virtual Memory in asset hardware tab
When I look at the virtual memory value for a computer in asset management, it seems to be telling me the wrong number. I have a laptop that is has a 7168MB page file, and SD+ is telling me that it has 1.99GB of virtual memory. Can someone tell me why that is? I am using SD+ build 7017.
Reporting Tools for ServiceDeskPlus
Hi, Anybody please let me know what is the best reporting tools ( 3rd party product) for SDP? I need to produce some reports which involve a lot of calculations. Thank you. -einas
backup problem
Hi, we have problem with our backup, server is debian 4 and database - mysql 5.0: Error Trace java.io.FileNotFoundException: /usr/local/bin/ServiceDesk/fileAttachments/Request/Jun2008/1379/b����d.jpg (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:947) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:943) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:943)
Notify Technician of Tasks
We currently add tasks to some of our tickets when they require multiple technicians to perform work. Is there a way to email a technician their task? I know you can reply to the technician to whom the request/ticket is assigned, but sometimes other technicians who only have a task assigned to them need a reminder.
History Tab No Changes
After updating to release 7018 we are having issues with the history tab on our assets. After a scan or a workstation, we get the message "Failure: Workstation Successfully scanned. But problem while adding history of audit for the workstation :767. Please report the problem to the system administrator, with the error code - 1,216,328,996,040 Anyone have any ideas on this?
Can i create an inventory of all our software assets
Hi, I am trying to find out if i can create a manually updated inventory of all our software assets within the helpdesk tool. This inventory will also include details about licences and keys, OS compatibilities etc. Cheers and thanks for helping out Olu
Hotfix 7019 question (resolved and autoclose issue SD-9621)
Hi Adventnet, can you tell me if all the calls currently set to resolved to automatically close which have not been responded to will all be changed to status 'closed' when 7019 is applied? Many thanks
Customer Reports question
We are using the trial version of this software (Service Desk Ent) and the main reason we need this appilcation is to do software licensing reporting. For instance: I need to run a report for a particular software package with a break down of computer name, user name, and General Ledger (GL). I am putting the GL information under location for the asset, but cant figure out how to run a software report with workstation and users in the same report. I have made a sample of what it whould look like.
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