SQL to retrieve current Group name for Workorder ID
Hi Could you please point me in the direction of writing a sql statement to retrieve the current group name for a workorder id? Thanks Eric
FAILURE :Could not enable Active Directory Authentication.
Dear All, I installed Service Desk on Linux Centos 5 running on IBM Blade Server. I tried to enable Active Directory Authenticate but encountered : FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains. Another things is when tried to Windows Scan for Asset encountered : FAILURE :Domain scanning cannot be performed in non-windows OS. Please advise, Thanks
Linux Install - SD+ Pro Free Version
I am attemtping to install SD+ Pro Free Version to my test box, Linux; Linux Mint KDE CE Daryna DVD Edition Kernel: 2.6.22-14-generic Kmint already comes with Sun Java mint@mint:~/ServiceDesk/bin$ java -version java version "1.6.0_03" Java(TM) SE Runtime Environment (build 1.6.0_03-b05) Java HotSpot(TM) Server VM (build 1.6.0_03-b05, mixed mode) mint@mint:~/ServiceDesk/bin$ If I follow the debug steps as listed in another thread I get: mint@mint:~$ cat log.txt ------------------ file type: 0 file
Viagra may turn out impertinent appropriate for enlarged eha
May aid in the chat aboutment of enadiposed nitty-fearlesss that can be produced end from unparalleled blood compel, tests on animals indicate. Plans are supportive to way for a never boost to conclude if close to the nonetheless be produced ends settle to pass in hmuans accepted the pharmaceutical to a big tempered to to converse about erectile dysfunction. The pharmaceutical, known generically as sildenafil citrate, blocked and unbroken reversed some of the guts enbigment in mice with blood coerce
PO Approval Notification Fails
When submitting a PO for approval, I receive a message indicating that the message has failed and the PO does not progress to the Submitted for approval stage. Please advise.
Unable to type a resolution
Hi, We have a problem (on all clients) where we are unable to type in the resolution field. It's easy to reproduce: 1. Go to the view request page 2. Click on the resolution tab (now you can type) 3. Click the history tab and go back to the resolution tab Now the cursor is gone and you cant type anymore unless you click the left allignment button. Also the tekst typed in step 2 is gone. Any idea how to fix this? Version 7018 IE7 client's
Gray/Blackout unused fields
Hello: Is there any way to gray-out or blackout any unused fields? Presently we've removed the values from these fields, but it would be helpful to denote their decommissioned state by making them gray or black. Thanks for your help. Rosa
Request Editing
Still implementing SDP (waiting on 7.5). Just spotted an issue. I have allowed all technicians to edit requests. This seems to be essential. However I have just noticed that any technician can delete or edit an other technician work logs. Have you found that to be a problem in practice ?
Remote desktop sharing in 7.5
I see this as a feature that has been announced to be in Servicedesk 7.5. Can anyone provide more details as to what exactly this entails? is this part of the new inventory agent application? just a shortcut to RDP?
Date and time changes when editing a note within a request.
Hi, Running ServiceDesk Plus 7015, when editing a note within a request it changes the date and time to be current when saved. This is something that I believe should not happen. it should keep the original time stamp. Is this something that is being looked into, or is this the way that it was designed to work? When it does this it puts the note out of order from the others where it no longer makes sense. Thanks,
Turning off imbedded images in requests.
Hi, How can we turn off imbedded images in requests. Currently we have support email going directly into SDP. However I believe there is a security risk allowing imbedded images to automatically load within service desk. Other application such as outlook no longer allow imbedded images to be rendered by default because of these security issue. Please advise Marc
Upgrade to Windows Server 2003 and latest updates
Hi guys, Currently I am running SDP7 build 7015 enterprise on a Windows Server 2003 R2 SP1 server. The database is hosted on a MSSQL 2005 server. I want to know if there are any issues in upgrading the server where SDP is installed to Windows Server SP2 and then to the latest critical an security updates. Thanks, Raul P.S. I searched around the topics, but I couldn't find one that matches my current configuration.
Changing Standard request views
Can anyone tell me how I can change the standard request views from e.g. My Open and Unassigned to My Open and New Requests. I know I can create a custom view but I want to know what the filter should be to make this work.
Java.exe memory utilization
I've noticed that the java.exe process eats a lot of memory when performing an asset scan. I have 800 or so machines on the network (don't know if this is a large number, really) but 700MB seems like a lot of memory for that process to be using. Once it uses that memory, it doesn't release it until the process is restarted. Can someone give me an estimate of how much memory this process typically uses? If this is normal, I can throw more memory at it, but it seems the process should be releasing
Technician also a requester
How can we make technicians also a requester without manually adding each technician back as a requester?
Task from Changes
Hi, we start using more and more the Changes. But we have a question about the Tasks sent from the Change. When the user receives the Task, he can't see any reference to the Change where it was sent from. Is it possible to include this in the Task? Regards, Jeroen
system bounce message
When a user is no longer with the company and a ticket is still open, we try to close the ticket, system sends a message back saying " did not reach the following recipient(s): Joe_Smith@ABC.com on Tue, 8 Jul 2008 13:37:45 -0400 The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address." How do I close still open tickets, without deleting them, for users no longer in AD? Thanks
List of Issues getting fixed in 7018 hotfix
Following are the list of issues getting fixed in 7018 and will be released (tentatively) by early next week. Issues fixed in this Service Pack: 1. SD-9229 - Issue with reverse calculation of sales tax rates based on product price when the price is zero in Purchase Order module during migration. 2. SD-9232 - Issue while fetching purchase order approver details when adding/editing a purchase order. 3. SD-9219 - Unable to partially receive item if the item name contains special characters. 4. SD-9261
IE7 can't open the Servicedesk Plus web page
thanks for your time and support i am using Servicedesk Plus version 7 build 7017. when i try to open it using IE7 it give me a blank IE page.. and nothing else when i try to open it using IE6, it works i need to open it with IE7 as all the computers i am using is Vista.
Naming items in PO Req
is there any way to have the same name but different part numbers. For instance I want to type HP Black Toner with a PN: C8767WN and the next item be HP Black Toner with PN: C9363QN etc.... but I get an error message. This would be the organized way to do this. or will I have to do something like have the PN in the name and also put the PN in the PN field. that would really make it look messy and unorganized.
Email request configuration
Hi support, We currently have an email group address setup for helpdesk request. This group comprises of four members of our IT department. The question is how do i configure the help desk application correctly to catch emails sent to the "helpdesk" email group into the application it self. We currently use microsoft exchange and all users can see the group within outlook. I have configured the help desk to forward email replys using the same helpdesk group, and it also emails us notifications when
Can SD+ use SMTP instead of POP3 or IMAP
Can this be done or if not will it be added soon!?
Notify third person when new reply or notes come
Hi, Is it possible to notify technician other than the ticket owner when there is new reply or notes added? meg93zhen
SDP 7.0.0 Build 7018 Open Issues
The following list of issues are open with SDP 7.0.0 build 7018. Some of these issues I have been reporting since build 7009. Are there "SDP" fix numbers associated with any of these problems that I may use to track against the patch readme files? NEWLY REPORTED (but not new in 7018): 1.) When a request is split from a parent request that is past due with respect to the SLA's defined, the priority of the newly-split request is not re-evaluated for SLA purposes causing reporting to incorrectly show
Upload / Attach Issue in 7018
Just installed ServiceDesk 7018. Users are reporting that attaching a file to a request gives a javascript error and doesn't upload the file. Steps to reproduce: Click "New Request" Click "Attach File" button Browse to a File Click "Attach File" button User gets a Javascript error: Line 48 Char 1 Error: Object doesn't support this property or method URL: <removed> /common/FileAttachment.jsp Anyone else experiencing this, and any ideas on resolution? We have one group of technicians that gets small
report wizard: offer Available Columns in Group By pulldown
I just submitted this Request for Feature: Features In Brief: Need Request Subject offered on Custom Reports, Tabular Reports module on Grouping page in the Group By pulldown. For that matter, offer anything that can be selected in the Available Columns panel of the Display Columns page. Description: The first report my manager wants is to see Time Spent, grouped by Request Subject, then Technician, subtotalling time per person, time per Request ticket. Cannot group by Subject and not even Request
Contract Sort Order
Hi - It seems that the contract sort order in 7.x has changed to alphabetical. Is there some way to change this back to chronological? It's much easier that way to review upcoming expirations. Even the "expiring in the next 30 days" selection is alphabetical. Am I missing a sort option? It looks like this is a feature that's been requested since 5.x. Thanks, Endaar
AD Pass-Through not working
Hi All, We just upgraded from 6.x to 7017. With AD Pass-Through disabled, login behavior is the same as in the prior version. With this setting enabled, when accessing SDP, we're prompted by a Windows login dialog. After entering that info, we are then brought to the SDP login screen. Clearly this isn't what should be happening. My understanding of pass-through authentication is that the site should automatically use the windows credentials of the logged-on user to log into SDP. Right now, with AD
Question about the hotfixes...
Hi, Actually i have SD 7 with hotfix 7009 and i want to know if i can jump from 7009 to 7018 or i need install the hotfixes one to one. thanks... Pablo Vicencio From Chile.
Solution Database
Hello My question is if they are exist any ready soloution database with common problems for Windows /Printer / Workstation etc.... I order to use it as a quick start for ServiceDesk Application Thanks
Customize view on Changes
Hi, Is there a way so I can make customized views on the Change list? For request it is already there. Can you implement this for Changes? Regards, Jeroen
outlook forms
we are using forms created through outlook (.oft) that users fill in and the automated form is sent to our inbox. Well the problem is when sdp fetches this email it generates an empty email. Only thing left is the "subject" field. Is there a fix for this problem.... btw my manager had me stop the mail fetching until we can get a workaround. Here is the form that our users complete and once sent they suppose to generate in our inbox.
Service Desk - Java
Service desk when running is maxing out my server, Mainly the Java that is running maxes it out. Regards, AC Aaron Carrier
Cannot Partially Received items on purchase order
After applying update to SD to version Build Number : 7017 we cannot fully Receive items. Also we cannot appove orders. Any ideas why Thanks
Outlok created forms emailed to portal
We have various forms created in Microsoft outlook which email perfectly OK to normal user accounts but when emailed to the Helpdesk Services portal the ticket is blank? The form in Outlook uses drop down mandatory boxes - these drop downs don't need to be included in the onward email but at the moment nothing travels across!!! How can the outlook form be successfully emailed to the portal? Thx
import licence info from another source
All of our licence information is held in another DB. Does the Asset part of SDP have the facility to import this data (perhaps in csv file format) in bulk from our existing Db - or do we have to enter each licence detail/certificate manually ? Thanks
Can you lock requests to stop others editing them?
Hi Is there a way of locking requests in order to stop other members of the team editing them at the same time We have had several instances where a request has been picked up by the same technician at the same time causing duplication of work Could a message be relayed indicating that the request has been opened by another member of the team or can be marked as read only? Many thanks in advance Reuben Loake Liz Earle Cosmetics
Calling Adventnet Support From UK
Hello all, I have never managed to get to through to Adventnet Support by phone. I dial 00 91 925 965 6300 but always get through to what sounds like an automated voice message telling me that this number does not exist. Have tried this from work and from other lines. Do any of the UK customers use the same number successfully ? I have also tried other numbers listed on the site with the same or similar results.
error when trying to delete an SLA
i get this error when i try to delelte an SLA as administrator: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,214,729,149,116. pls help
Requester - additional fields
I have added a sub-department field for requesters. However, this field shows as 'Not assigned' when I run reports including this field, and no data is logged, even though I have populated it. Not all staff have a sub-department assigned, but the ones that do, don't show up. What am I doing wrong?
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