500 Error When Editing a Task
When I edit a task and tell it to save I get the blow error. The changes are still saved however. This has been going on since we upgraded to 7010. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.helpdesk.util.NotificationUtil.isNotificationEnabled(NotificationUtil.java:103)
Error code 1,203,594,594,969
FAILURE :Error while adding the Product Details : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,203,594,594,969. Is this our system admin or AdventNet?
Can I add the created date to the tech view of a request?
Can I add the created date to the tech view of a request form? Some times we don't get time to enter request until the next day or so. Most of them have been completed and just need to be added as closed. We would like to set the dates on the request form and not the second screen. I have tried to add the field but it will not show up.
Enable AD Authentication directly on SQL database
Hi, I accidently disabled AD authentification on SD7+, and now can only login using guest/guest. Where can i enable ad authentification directly on the MSSQL database? Please advise asap as i have no way of using the service desk before this is solved! I hope somebody can help! Thanks! David
Can't update Tickets
We are using SD 7.0 build 7010. We are unable to update any tickets, when we make a change and click save....it just sits there saying processing please wait....I've left one "processing" overnight and still no luck.. Anyone seen this before?
problem with displaying assets
When I turn to page assets - workstations, nothing shows. But if I search for * in assets visible all workstations
Automatic Refresh - Global View
We just recently starting using ServiceDesk Plus. All help desk analysts are setup as admins so that we can use the global view and watch our queues. I know that from there, you can go into one of the particular analysts queues and setup a refresh for every few minutes. Is there a way that we can do that for the main global view that lists all of the queues. The way we have it setup is that an email comes in and is fetched, a case is created, and thrown into an "Unassigned" queue. From there we have
Suppression of e-mail notification for self generated action
Is there anyway I can setup the system so that any notification message that is created is only sent if the recipient isn't the person causing it to be sent. For instance, the e-mail pickup loads a request in and it is unassigned. I go in and qualify the request and see that it is something I can deale with and assign it to me. When I update that request I get the notification message e-mailed to me telling me I have been assigned the work. The same occurs with Change, problem etc. With a small team
Hotfix 7010
I've noticed a few forum posts relating to hotfix 7010 today. There seems to be no announcement like there used to be listing the fixes etc. Also, even though I clicked the 'About' option in my SD+ 7 build 7009 it said I had the latest version! I've been in to the archives and sure enough the hotfix is there! Could we please have annoucements in future as they are useful to let us see what is available?
Unable to translate default product types
In the multilanguage version, some IT items in the product list are not editable for translating it to local language. Is there a workaround?
Feature request: Option to forward request including
I am using Servidesk plus 6 -6010. I would like to have the option to setup a rule or alert so the request including attachmetns can be e-mail to a technician. I currently can only send request alerts for technicians. when the technician gets the request , the attachments on the request are not included
Requested resource is not available
After a upgrade SDP 7009 on 7010 pictures in applications are not displayed. On file system there is this picture: \\server\c $\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png The Reference to a picture looks so: http: //server/inlineimages/workorder/1393/0.png HTTP Status 404 - /inlineimages/workorder/1393/0.png -------------------------------------------------------------------------------- type Status report message /inlineimages/workorder/1393/0.png description The requested resource
How to Backup & restore MYSQL Database to a new server ?
We have installed Service Desk Plus Enterprise trial version in an old server and we do have a lot of data stored in that server. We purchased the licnese and then installed it on a new server. I did the backup of the MYSQL data base in the old server and copied to the new server that is running MYSQL. What is the next step to Restore this database in the new server ??? Help
SDP 7 Workstations scanned and from purchase orders
SDP 7009 Upgraded from 6014 As things have changed from SDP6 to SDP7, I have been going through the data checking all data is correct. I have noticed I have a lot more workstations listed than should be. These extra workstations are the assets received from purchase orders. What is the best practice way to deal with assets (now workstations) created from receiving goods from a purchase order? The workstations are also created with a Windows domain scan. Do I merge the PO workstation to the scanned
Unable to define $ticket owner for SLA escalation
When you define $ticket owner as the escalation point, SD+ does not remember the setting and instead disables that escalation level. Version 7009.
Sub-Catagory & Item can't be specified in Email NNotific
Sub-Catagory & Item are not avilable as variables in email notifications. Version 7009
ServiceDesk quit over the weekend and now fails to restart
At some point over the weekend, SDPlus (we're running version 6 something, can't be more specific because I don't know how to check the version when the web interface won't start--anyone give me any clues how to do that?) stopped running, possibly as a result of the drive its database (a SQL Server) is on becoming full. Now the drive has been cleared and has 20GB+ of free space, but ServiceDesk still will not start up. I have attempted to start it both by restarting the machine and by manually using
Graphic glitch?
Here's an interesting problem. The green "New Request" and "Create new" buttons overlap each other. I thought that was normal at first, but all the screenshots I see from others show the two separated. This can be seen in the attached screenshot. This can be seen both on our test and production systems, and occurs in both IE7 and Firefox, and it also persists after multiple cleanings of the browser caches. As a result, the button that drops down the menu of request templates is not visible. Since
screen refresh constantly - impossible to use
using SDPlus 7011 with Vista SP1 on IE7. It is like the javascript is constantly making the screen blink. it's really noticable on say the admin page with all those icons. if you mouse over any of them.. the screen will blink. I have a headache now. I don't want to have to go to Firefox just to demo the product. THis problem doesn't happen on Windows Server 2003 with IE7 or Windows XP SP2 with IE7. of course the machine i'm stuck using right now is Vista SP1. Let me know if you want any more info.
deleting attachments
Hi I am trying to delete an attachment by editing job, clicking on delete icon and pressing update button. When I go back into the ticket it is still there. I have added and removed other attachments from the same job but this on will not delete. Is this just a glitch or can I force its removal in any other way? regards
Dumb Question.. But How Do I set an Announcement?
We have the Self Service Portal setup, and I've got it the way I think will work however I can't find the option in Admin to set the Announcement box on the user portal. Can anyone help? I know it's stupid, but I've completely missed it!
Edit the Location field of an asset.
I must be blind or something but after upgrading to 7 from 6, I can no longer find the location field to edit when I click on the edit button for a workstation.
'Domain Scan' changes names of workstations
Hi, I have a question regarding the 'Domain Scan' function. I works like a charm having found almost all of our workstations in less than a week, but i have a, to me, very big issue with it which i hope can be solved. I use the workstation name as a unique identifier for the various PC's, having given each a registration number as machine name (e.g. REGNR1, REGNR2..and so forth). I'd like the workstation name to be the same as the registration number, so i manually changed the name of the workstation
Last remaining questions
Hi All, Just Finishing our evaluation of ServiceDesk Plus. Just had a few questions. 1./ How can i change the layout of the Change and Problem Creation screens? I would like to remove, and a few fields 2./ Can I modify the Actions Drop down within the request screen? I would like to remove things like Enter resolution. Any suggestions would be fantastic. Regards John
Request Template / Form
I would like create custom templates to use for diferent requests. One example would be a NewHire / Term request. Or Adds/Moves/Changes. This form would be cutomizable to include all aspects of a new hire. Currently the templates just fill in fields available to ALL requests. I would like that when a manager selects NewHire/Term template it opens a new request that has different boxes and fileds than the standard issue box. Derek Tymkowicz
Various Asset/Resource/Workstation issues noted in SDP 7009
To AdventNet: Please advise as to status of remediation on all of these items. To SDP users: Please note these items before attempting a production upgrade of SDP 6 to SDP 7. 1.) The terms asset and resource are used inconsistently. The additional fields function on the Admin tab uses the term Assets. The Asset tab in the system refers to the same records as Resources. There are many locations where either term is used to mean the same thing. Please make the system consistent in its use of terminology.
Domain Scan and Xp Firewall Exeptions Problems
when i make a "Domain Scan," PCs that have the Windows XP firewall enabled give error, however PCs with the firewall enabled complete a successfull Scan. my question is: which port o aplication i must add to the exeption list of xp firewall?[/google]
SDP 7 Enterprise - Handling Underpinning Contracts
Looking for ideas, suggestions or the like for how people are using the system to manage the Underpinning contract element of the service Desk. The SLA defines the agreement between the Service Provider ( IT in our case ) and the business, which is great. All is generally fine when you can manage the incidents and problems internally, but there is always the point when you have to fall back to support contracts. Jobs can only be defined to technicians, so how is everyone tracking the jobs that are
Software Inventory
while looking at all of the inventoried software there is on our network it shows several thousand different programs, for instance it shows each individual windows security fix, patch or update as a separate program. is there any way perhaps to define a list of applications that belong or can be associated to another peice of software. For instance all of the XP updates would be part of or included with XP. They would not show as individual application but would rather show what is installed when
Remove Technician Rights
I have not been able to effectively remove technician rights from users to return them to Requester only status. I thought you could Delete (red X) the user in the Technician view, but that appeared to delete the user as a whole, and they only re-appeared after the next AD scan, and have since lost their original calls associated with them. Thank goodness for TEST users! Searching the forum has provided fruitless. Hopefully i just overlooked an option somewhere. Thx.
Backdating the closure date of a request
I don't believe it is possible via the application, but is there a priv that can be applied to allow the closure date to be backdated. Just got some techs that don't get the cases closed in as timely manner as others, the work is done etc, but 2 days later the request stays open! Regards, Andy
7010 & 7011 Patch Install Problem
When trying to install the 7010 or 7011 patch on my test system, it will install the patch and says it was completed, but after i try to start SDP again, it hangs and "starting applicaiton layer". Anyone have thoughts on this. it's happened to me on but my production box, and test box. Thanks! Mike
secure imap or pop for incoming connections?
Hello, We are just getting our SD+ setup up and running, and we've discovered that SD+ doesn't appear to do imaps or pops. We really have no desire to setup non-secure connections. Is there an add-on or plugin for SD+ that will allow this? Or maybe I'm missing the setting all together? Jim
Response time to support requests?
I submitted a support request to Service Desk using the "Request Support" link on the "Support" tab within the Service Desk Plus interface. Once on 2-8-08, and again on 2-19-08. I have not gotten a reply to either of them. Considering Adventnet is providing a help desk software to help desks, what type of response time to a support request should be expected? If my clients submitted a support ticket to me and I let it sit unanswered for over 10 days, I wouldnt have clients to worry about. We are
Incoming E-Mail
I am attempting to setup incoming e-mail for the ServiceDesk Plus system using Microsoft Exchange 2003, however on each attempt to connect, be it via IMAP or POP3, the following error is given: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I know my settings are correct, Can someone please help?
Server Location of Service Desk website
I am trying to find the actual files that are used to display the website such as the login page and so forth. I have done searches but to no avail..... Anyone know where I can find the location on the server. I used the default isntall path of c:\adventnet\........ I cannot find te file in there though, unless they are hiding themselves under different names than what I see in the address bar..... HELP!
Components in non IT assets
Before we spend a lot of time settings things up incorrectly, can I check how others are using this part of SD+ please? We have a number of telephone phone systems installed at our clients' premises. The systems normally consist of two items; the phone switch and the voicemail Each of those items have been created as separate assets. Inside each of these items are various combinations of cards, line cards, extension cards etc.. The we have created as components. The phone switch is say called London
Change Management - Calendar View
Really like the Calendar view for the Forward Schedule of change. Like it so much could we have an option to have the calendar view for the closed changes as well, so you can see what happened at a glance on a particular day/month. Does that sound like a sensible thing or have i missed the same feature elsewhere. Regards, Andy
Resolving requests
Greetings. I try to find the similar problem, but haven't succeeded. So, when I assign SDGuest role for my technicians they can't edit Requests so they can't manually set Resolve status. But if I assign SDAdmin role, or role that I manually created with request change rights they can change everything in the Request. Is there a way to give them option to change status to Resolve and add resolution, without changing anything more?
Clean Build - SDP Loading, but wont display the frontend
I've just rebuilt our Helpdesk after what we assumed as a server crash. However, the helpdesk is still suffering from the same symptoms as it was before. Everything if fine according to the lofs, howeve the font end to SPD fails to load anything. I've tried two reinstalls and still nothing. It all works fine ip to the point when I resto my data. From that moment, it fails to load anything. The only thing I can think of that might be causing this is that we've recently disabled/turned off our second
Next Page