Where has tech support gone?
We have been trying to send email since late last week and all our emails to Adventnet have been returned as either undeliverable - mail box full, or undeliverable, unable to contact mail server for the past 5 days. I have also seen posts in the forums where others have reported the same or similar problems with their mail server while asking for support, only to be given the canned answer: "Sorry for the inconvenience, Unable to recreate the same in our end, please try it again and send the support
SDP mail fetch can't handle embedded images
SDP 7009 on SQL 2000 I have started to notice that when a user emails the servicedesk with an email which has embedded images rather than attachments, SDP just displays red crosses in the incident. Is there a way that SDP can convert these images to attachments, or display the images in the incident? Otherwise we have to keep going back tot he requester and asking them to resend the email with attachments. If nothing can be done, could SDP look at creating an automatic reply to any email which has
Export "every email address" from Exchange
Hey gang, I need to provide a list of "every" individual email address off our Exchange box for the company that will be doing our spam filtering. I can handle the export of the user list ok, but how can I use ADManager to make sure I cover anything else that's associated with an email address, such as public folders, etc.? Brian
Hide URL's in IE?
We currently have setup a redirect so when clients go to server/helpdesk they get redirected via IIS to the server ServiceDesk runs on , like this: server:88 Is there a way to cloak it so they can't see the URL, or so that it keeps the server/helpdesk/service desk format?
requester email notifications
I have searched and searched for an answer for this and i'm just an eval user right now. i emailed support/eval and they said this was possible but still haven't explained how. WHen a user logs in, submits a request.. i want the emails that get sent to be for that user and a couple other users in the same branch/location/dept. I don't mind using Exchange for a dist list at all, but i don't want to have to create a special account for them to log in to, i want them to use their own username. any ideas?
Server System Time
Hi everyone, i just finished the installation of this new product for me, so i have this problem, when i access to the administrative web page, on the right bottom i have this Server System Time : Feb 28, 2008 6:56:07 PM , the problem is that my server has the 12:57 p.m so whats the problem, belive me, i check the time OF THE SERVER and the time that the application shows is wrong, any ideas???
Add a button to Resolution page
Would it be possible to add a button to the Resolution page that saves and then sets the request to resolved so it sends out the email for the user to close? I don't know if others want this or not but I think it would be a great and easy addition for those of us who use the resolved email and close feature.
SD7011 will not start after updates
Hello all, This morning we migrated from 6015 to 7000, then applied the 7011 SP and now SD will not start, it stays hung on the startup, with the wrapper log file showing that AdventNet ServiceDesk is failing to start. Any help is appreciated. If tech support sees this, can you please forward me a number to call for support. Thanks!
Notifications in Junk E-Mail
We are using SD+ 6.0 with a Mssql 2000. Sometime requesters receive the notifications when a request is closed in their Junk Mail. How to clear this problem?
No assets in asset list of new request
Maybe I am missing something simple, but when I create a new request, I would expect to see a list of assets associated with the user in the asset list. Unfortunately this is blank. The only way I can add the asset to the request is by clicking the plus icon and then paging through the entire list of assets, currently about 7 pages...which i might add are nor sorted in any logical way. I have tried this with the checkbox for show associated workstation checked and not checked. Either way its the
Issues after upgrade from 6014 to 7009
Hello, Recently I upgraded ServiceDesk Plus from 6014 to 7009 since that two issues occured: 1. Editing one of technicians finishes with error: 1204137095343 2. Modification or adding new Workstation Additional fields is impossible. After modification and save everythig looks good but after choosing Admin tab and entering again Workstation Additional fields menu all saved changes are gone. After update to 7011 noting changed. Have any one any ideas how to solve above?
the evil "&" sighn
not a major issue but SD comes back with errors when using the "&" sighn in a product name under purchasing
what i wouldnt do for this oppertunity
Hi Friends Here I am sitting at my computer at almost 1 o'clock in the morning working on a giant "to do" list (that I've only got 48 hour to complete) and I cant help but to keep thinking to myself "What If..." work in home online What if I hadn't quit that network marketing company I joined back in 2002, and another the other one I joined in 2004 (you get the picture) *********************** The Revolution Is Coming *********************** After all I did make money in both of these companies.
Request View Filter
Hi, This maybe a slightly complicated question so I will try to explain it as best I can. We currently have 4 teams using SDP. At the moment all the jobs are listed on one view so it can be very complicated to figure out what is going on and which jobs are which. We have tried using the Custom view option but it is not working well for us. We would like to setup it up so that a person from Team 1 can see all jobs assigned to them, all jobs that are assigned to the group, Team 1 but that are not assigned
Css Hover Inline
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Migrating from mySQL to SQL 2005
Hi, Does anybody know if it is possible to migrate from mySQL to SQL 2005? More specifically, is there any documentation available on the procedure? Thanks for your help, Jamie
Installation of ADManager breaks Resolve Notification link
Just downloaded and installed the ADManager V4.2 Pro version on trial on a seperate server from our live Service Desk Plus installation ( 7011 ). During the ADManager configuration it requests the Service desk port and an admin account so these ( naively ) were entered and tested and accepted fine. Net result is the link at the top of Service Desk Plus now goes to this test install, we don't have a live install of ADManager so that's not an issue. The problem is that the Resolution notification that
Debug Error Damage after Normal Block
Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 56 at 0x0C991D20. Press retry to debug the application Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 58 at 0x0C991CC0 Press retry to debug the application Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 62 at 0x0C991BC0. Press retry to debug the application ETC ETC ETC over and over again and when the web page
FAILURE :Connection to RPC server in the workstation failed
Getting the above error message when trying to do a domain\network scan on various workstations. Anyone ever get this message found a solution?
Technicians can't edit their own profiles.
When a technician doesn't have Administrator Privileges, he can't edit his own profile (email, phone number). It doesn't make any sense that technicians are not allowed to do this. Any ideas?
Request Closure Problem
Hello, We have the system set to send an email when a request is set to Resolved, with a Close Request link. The user is then supposed to click the link, and click Close to close the request. My problem is that when a request is set to resolve, the email is sent, the user clicks the link in the email, and when they click on the close button, all it does is refreshes the page. The link goes from something like this: http://helpdesk/workorder/CloseWorkOrder.jsp?woID=212&KEY=1203975782908 to something
Translation problems
ServiceDesk Plus 7.0.0 Build 7009 The Swedish translation of the drop down boxes in the "Request details" upper window doesn't work . The text in "Level", "Mode" and "Priority" drop down boxes" does not translate the first "-- Select" part of the row, only the last part of the row i translated to Swedish. The other drop down boxes on the request page is ok. I have looked in the translationfile but I can't find any entries for them there to translate. The same thing is with the "Status" drop down
Email fetching issue
We recently upgraded to version 7 and are now using build 7011. We noticed that SD+ was not fetching emails out of the account it was properly fetching back on Version 6. When I go to the email setup, SD+ shows that fetching is currently running. When I try and stop fetching, I recieve an error code: FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,204,130,748,223. Since I can not stop the fetching, I can not manipulate
SD+ keeps going back to a specific case
Since upgrading to 7011 this morning I have noticed that it I go into any view and leave it for a period of time, SD+ then jumps back to a specific open case. e.g. I can be working in case 2345, take a phone call and I will be looking at case 2300 when I return . Likewise from a view such as "View all Open cases" It goes back to the same case every time. The only thing that I can see that may get a handle on this is that there is a draft reply showing in 2300 which I know I have sent. Clicking on
Task - Time spent
Are there any future plans to allow entry of actual time spent with an a Task? Technicians can enter time for a request but the task form simply allows you to enter actual start and actual end but that may be a range of days. I understand that the user can go back to the request form and enter their time but it loses it's connection to the task. Has this been considered?
SDP Slowness and hanging
Dear Sir, After upgrade from SDP 6 to SDP version build no 7009, SDP Application become very slow and server start to hang frequenlty, may i know what could be the possibility? i will appriciate urgent needful reply Thanks Nadeem Hashmi
Asset scan using another name
Hi All, We name our assets computer name as the serial number in the assets database because the computer names change when we assign the asset to another user When you run a scan it uses the computer name (serial number) to scan the computer. Is it possible to use another field to use as the name of the computer to scan? i.e would it be possible to scan on the resource tag or something where we can put the actual computer name so that it picks up the details of the workstation? Thanks Brett
WIldcard for Business Rule
We are importing a department field which consists of the OU site name and the actual department of the user. i.e. Texas\sales Are there any wildcards to use here so that my rule reads simply "if Dept is Texas* send to" This would eliminate the need to have 10 Business rules for each AD site.
Some licensing issue
- At present we are having SDP 6014 with 10 Technicians license with unlimited users. - Now, for Enterprise edition, we are planning for 5 Technicians license - how about users ? do we need to buy license for no. of users ? - say, we are not using Inventroy module / AD login, still need to pay for additional nodes ? pls clarify
upgrade to SDP 7.0 from SDP 6 on new server.
1. Upgrade to Service Desk Plus(SDP) 7.0 (Enterprise Edition) - At present we are using SDP 6014 with MySQL - We are planning to set up new server with SDP 7.0 - We want to restore exisiting MySQL database from SD Plus 6014 to New server with SD Plus 7009 - Pls advice, whether we can restore 6014 MySQL backup at SDP 7 - Pls advice any other procedure to upgrade to new server with latest SDP Release.
How reliable is MySQL for SDP
Hi Would like to know how reliable is MySQL ? is there any need to upgrade to SQL database ? our user base is not very huge, may be around 800-900 users. concurrent users, around 20 Pls advice. regards,
Time Spend or Cost Entry Date?
Hi everyone, we�ve got the problem, that we need a custom view were we can see all the calls without time entrys. When I�m using the "Time Spend" field it�s not working. Even with the filter "Time Spend is 0" or "Time Spend less than 300000"(?? 5 Min) it shows up Calls with entrys in "Time Elapsed". It�s a bit confusing with the time definitions. Anyone got an idea. Thanks, David
Priority and Urgency and Hiding fields on the request
We are finding the fields for both urgency and priority to be quite redundant. I can see no reason to have both and as far as I can tell the urgency field has absolutely no affect on SLAs or anythign else, it seems to be a useless field on the request, is there a way to remove or hide this? There are also other fileds that are useless and it would be helpful to hide or remove these. I am aware that these can be hidden from the requesters view, but our technicians also wish to have them removed.
Display large fonts for non-English characters
Is it possible to increase larger fonts for ServiceDesk GUI ? We are using both traditional and simplified chinese fonts for service call. The text show in GUI is very small. Even I tried to set 'Large fonts', the IE does not entertain my request.
7.011 - Issue - any other user willing to try this and post?
Very simple - we are testing version 7011. Under ADIM | Self Service Portal Settings | Help Desk - Request Additional Fields See if you can simply add a new label and description and save it. Select a different menu item and then go back into Request Additional Fields and see if you new item is still there. For some reason we are unable to make changes to anything in this area. I tried calling support but they're backed up and the last time I emailed support my request got bounced because their disk
Finding Service Desk 6.0
I am currently trying to find a copy of Service Desk 6010 in order to make sure the migration from 6010 to 7.0 will be successful. Unfortunately I am unable to find a copy of Service Desk 6010 to install on our test server. I have tried downloading from http://archives.adventnet.com/service-desk/6010/ but the version of that file is service desk 7.0 Thanks
Adding Multiple Requesters to a workstation
Is there a way to add more than 1 requester to a workstation? We have shared computers on our production floor and want to add all the users to that workstation.
Software Management in Version 7+ ?
Hi, We just moved to 7 and thought we might try and use the software scanning/managing features to help as track our software (currently held within excel and SDP 6). However, i've sat down with two of our technicians and we can't seem to make this work in any usable way as there is no way of creating new types nor categories for software and it seems to pick up every component of every software installation. We have over 175 individual items for just one product. (And you can't even sort by installed
Reject a request
We are using SD+ 6.0 with a Mssql 2000. I have defined a status of request Rejected. What we do....When we have to reject a request we need firs to write in resolution field, after that to save it and go to Edit and change the status to Rejected. Because I would like the requester to see that the status is rejected and in the same time the request to be closed. Is there the possibility next to bottom ''Save and close" to create a button ''Reject and close"?
Attachments
Hi, If a user emails the engine with a *msg attachment it is not allowed through. Can anyone help me locate the file type filter please. Thanks
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