Update from V6 Professional to V7 Enterprise & Asset num
Hi Guys, Just need clarification on something. We are an existing customer and running version 6 professional and eagerly awaing the upgrade to version 7 Enterprise. We have just purchased the upgrade license to version 7 and purchased the enterprise version as there are features that we would like to use. However I have been told that as we have upgraded to version 7 Enterprise from version 6 professional I will loose the unlimited nodes as we have changed from professional to enterprise. Is this
Cannot Upgrade from 5500 build 5507 to 6000
Details: Backed up entire AdventNet directory to remote server. Installed ServiceDesk Plus build 5507 on test server. Restored AdventNet directory to test server (overwriting files) Started ServiceDesk and logged in Shut down server Ran UpdateManager.bat Installed SD6 SP 24 This update failed. According to the message, the SP uninstalled. However I was unable to start up ServiceDesk after the uninstall of the SP. I tried installing SP 22, but that didn't work either. I repeated all of the steps in
Custom Report
I would like to custom the report as below format. User Name Workstation Software Name Manufacturer What is the SQL query script? Thanks
Regarding Reports
Dear All, I have implemented Service Desk Plus Version : 6.0.0 Build Number : 6009 at one of my clients place. Under Reports tab, we have different automated generated reports such as Reports by Category, Reports by Created date etc..... Today, when I checked the Service Desk, all the automated generated reports went missing and some reports just display partial information. What could have gone wrong? Please guide me on this at the earliest as I need to forward all the reports to my management.
Close Request Rule
We are using Service Desk Plus v6013 and I have a question concerning the closing of requests. I setup my technician roles so that they can only see a request after I have assigned it a group. Then any tech can grab a request. But when they close a request I have it setup so that the requester will get an email with the resolution. Is there a way to add myself to that list so I can get an email for the closed calls as well? That way I see the calls when they come in and I assign to a group and I
Gettin an error
I am getting an error "Licence key is invalid". I have Download this software through the net. They have inform me about this Licence key and the validity date given by them was 14 nov. but they have stop providing the Service from (1 nov.) today itself. what do i do i have already ae-mail the person to whom they asked to. How do i recoined that software Where i have store my Asset list & call Logs....
CAN'T UNINSTALL VERSION 7004
Hey guys, I need some help here. it seems I can't uninstall 7004 to run version 7003 or 7002 which doesnt have the problem with the AD user names. It gives me an error when running the uninstall that it is not supported? Thanks
Multi Server Setup
Hi, I am a newbie to SD7.0 and i must say that i am very impressed with the featureset offered. I am currently evaluating free version and would like to explore the possibility of the following setup: I have two office locations, 1 (US) and 1 (India). We are planning to support US office from India and have a centralized helpdesk in India. However, i dont want my US user's to login to SD server hosted in India. I would like to setup a second SD server in US and have people use it for raising their
Unable to copy workstation
running: Version : 6.0.0 , Build Number : 6008 I need to copy a workstation but when I choose the "copy workstation" link it results in this error: FAILURE :Exception while copying Workstation. : The workstation is already discovered. Please report the problem to the system administrator, with the Error Code - 1,194,023,147,037.
Restore data exported from 7004 to 7005
I have backed up the data from a SD+ 7004 installation. I have uninstalled it and installed version 7005. I'm trying to run the restoredata.bat and it won't go through ... keep getting the same error message. I did make sure the service was stopped before running the restore. Here's the error: 2-Nov-2007 11:40:34 AM com.adventnet.servicedesk.server.utils.SDDataManager <ini t> INFO: rootDir :: .. 2-Nov-2007 11:40:34 AM com.adventnet.servicedesk.server.utils.SDDataManager <ini t> INFO: netutilsData
@ makes text bold and big
When i try to write an e-mail address the text gets very big and bold. Is this a known bug and is there a workaround other than copy/paste. Regards Stefan
Latest Stable Build?
I did post this earlier but the version recommended was 6011. I did finally do the upgrade and the version is 6013. Is this version stable, or is there a later version 6 number that is better?
Create diferent forms
Hi everybody, Is my first time with this product and I would like to create differents forms request, because is better for us assign those to different request template. It is possible do that?. Best regards Escono
Workstation Report showing IP address
I am not an SQL person and I need to produce a report showing workstation details by department including showing IP Address but IP Address is not in the selectable fields. Can anyone help. SD+ V7. Thanks
Roles don't allow differentiation of own vs. all
I noticed a bit of a pain in the system regarding roles. It appears that if a user wants to create reports, you can give them view and add reports roles. However, there is no way that they can edit or delete their own custom reports if they aren't given edit or delete rights. I think this really needs to be refined to differentiate between reports they have created (in their own custom reports folder) and all reports. The same would be nice with others such as solutions, etc. (The ability to say
mysql version & separate app / db
I am amidst installing SDP professional in my environment. For reasons particular to my shop, I've got the front end running on a windows machine, while I'd like to have the database on a centos5/linux server running mysql 5.0.x, along with my other databases. I've successfully moved the database, provisioned access, and even turned on MYSQL40 sql compatibility mode in the engine. Still, the product will not start. I've verified that the database is properly set up, access credentials are correct,
Deleting Departments forgets your page and display settings
Using IE7 and SD7 - Build 7004, when I delete a department the screen is redisplayed from the start of the list and with the default of 10 per page shown. I assume this is a bug to be resolved in a future build. Regards, Andy
Leased Assets - How to keep record of lease
Just started looking at the Asset is Leased option within SD+7 ( ent ) , build 7004 and I'm a little confused as to how it is expected to be used. We have a laptop which is on a 3 year lease , rather than being purchased. The AD scan detected it on the network and I manually assigned it to a user. At this point I ticked the 'Asset is Leased' boxed and entered the start and end dates of the lease. All seems fine. The asset then appears in the Leased assets selection with the workstation lists. I then
Recommended Hardware Requirements
Hi, I've read in the Administrator's Manual what the Minimum requirements are for running ServiceDesk, but would like to get recommendations on what is needed to run ServiceDesk with a good response time (and not waste money on an overkill). For example, what hardware would be recommended for 5 technicians and 250 nodes? Any existing charts of recommended hardware for various levels of technicians and nodes? Is there a significant advantage to running ServiceDesk on its own server? (now more easily
Asset Import - Warranty Expiry Date
Just checking over a batch of data being imported via CSV and the Warranty Expiry data doesn't appear to be shown on screen so I can't check it. The import file has fields defined for Purchase Date Warranty Expiry Date Expiry Date I populated Purchase Date and Warranty Expiry Date and left Expiry Date blank as I wasn't sure why there would be 2 expiry dates, assuming for leasing or similar. On checking the asset screen there is only purchase date and expiry date shown on screen. Is warranty expiry
Regarding Reports
Dear All, I have implemented Service Desk Plus Version : 6.0.0 Build Number : 6009 at one of my clients place. Under Reports tab, we have different automated generated reports such as Reports by Category, Reports by Created date etc..... Today, when I checked the Service Desk, all the automated generated reports went missing and some reports just display partial information. What could have gone wrong? Please guide me on this at the earliest as I need to forward all the reports to my management.
clean serviceDisk
Haw I can clean the all data on the serviceDisk
Warranty period on assets?
When associating a vendor to a product SD+ allows you to put in a 'Warranty Period' for that product. But when you purchase that product from that vendor and look at the Resource details. It will show you an Acquisition Date but there is nothing in the 'Expiry Date'. I can't seem to find any warranty information once the product is purchased. Thx Build 7004
Top Urgent
I was working in Admin then the system hanged (Every time hanged when I work in Admin), so I tried to stop and start the service but it did not start. Then I run reinitializeDB.bat and restart the server. Finaly the service started but I lost all data Please help ?
Problem with AD Scan
I'm stating using ServiceDesk Plus these week and I'm using version 7 build 7004, but my Domain Scan doesn''t work. For exemple: I selected only one OU that have 7 workstations. Than scan shows successul for all 7 and no error on log. When I go to store, I can see only 5 workstations. Any idea ?? Tks in advance.
Difference between scheduled scan and check for workstations
What is the difference in Audit Settings of setting up a Scheduled Scan and enabling the Check for Newly Added Workstations settings? Also, what's the performance hit on a network and the target machine?
Strange Problem
I have found a bit of a weird bug with the system -- I just upgraded to 7003 (windows), but I'm not sure if it's just an issue with this build or not, as we just noticed the problem. It happens when you create a solution, and you copy a bunch of text in (in this case we were copying some SQL code). Then you add a picture (in this case a screenshot saved as a bmp I believe). Everything looks fine until you save it. Then, sprinkled through the text you get these garbage characters "� �". Not really
ServiceDesk Stopped Working After Server Reboot
Well, kind of... On the server running SD, it will launch but some functions do not work. For example, I cannot create a new request by clicking the button and clicking "About", "Feedback", "License", or "Personalize" do nothing, however clicking on "Help" works... If I launch ServiceDesk from another computer, like my laptop, all works. Both are using IE7 and I also have FireFox on my laptop. I will see if there are any MS updates that need to be applied to the server, but has anyone seen this behavior
Importing Assets via CSV mistakingly creates Requesters?
In ServiceDesk v7 7001 We have imported our user base via Active Directory, however when we attempt to import Assets from a CSV file, and we define a column for the User associated to the Asset, a new Requester is setup. So for instance we have a user called Geoff, whose details have been pulled across from Active Directory. Now when I import my Assets from a CSV file, I have a record for Geoff's laptop and a column titled "Allocated To". Upon completion of the import, I can go to my list of requesters
Suggestion - Make the V6 to V7 a sticky on this forum
Due to the frequency of queries re upgrading from V6 to V7 would it be worth making one or more of them a sticky in here which may help those looking for answers find the appropriate steps/process etc Regards, Andy
New forum for SD+ 7
Is there plans to have separate forums for version 6 and 7 ? If not, it will get very confusing to figure out which messages relate to which version. And maybe separate forums for V7 ITIL and V7 Standard/Pro if the logic and/or coding behind the softwares differ greatly and the development teams are not the same. Thanks.
Service Desk 7
If one was to do a clean SD 7 Enterprise install could one then export the SD 6 data to SD 7 Enterprise? That would help in starting using SD7 with the new features in inventory for example. And then the historical data can be imported into it as a txt or csv file. Do you think this can be possible?
Auditing Macs and PCs not always connected to network
I read through the docs for Service Desk and I just don't see a way to audit our laptops that come in/out of the network all the time. I also don't see a way to audit Apple Macs. Can anyone suggest ways to make this work? _________________ David Alfonso david.alfonso@trinityschoolnyc.org
Searching in requests in ServiceDesk Plus 6
Good day, I'm trying the software and i found out that the search option to search through all the requests is not searching under the resolution tab in the requests. Is that normal? Is that something that was modified in v.7? It would be useful to be able to search for stuff that was written under the resolution tab even if we don't save them in the solutions database.
Allowing a requester to view all the requests by thier dept.
I checked the box in the requester's details to "Allow to see all requests for the department" and still this doesn't give the user rights to view all the departmental requests and Yes the deparments are pulling from Active Directory
SD 7
Hi, I'm testing the new Service Desk 7 and I did a full scan, but some switches and printers got classified as workstations. Is there a way to move it to the switch or printer category, I really wouldn't want them to be in workstations. Thanks.
Where is the "Client" field defined?
I am looking at the online demo of Service Desk and it looks like there is a new field called "client" that is available for requests. I have checked the Admin tab, but I cannot find where this picklist is defined. Can somebody throw me a bone here?
Notification based on Priority
I would like to send a notification to the technician assigned only for High priority tickets. Any way to do that? -gary
Deleting requesters does not remove associations
Our group spends quite a bit of time on Account Administration as there is lots of movement and turnover of users. It seems when you delete requesters SD+ does not remove the associations to the assets. Is there a setting that I may be missing in order for this to happen automatically? Thx Build 7004
purchase order
While creating purchase order when I enter an item it takes the default description but there are certain item like servers whihc will have different configuration like dl360 with 4 hard disk or 2 Hard disk ,2gb RAM which is must in aP.O. as this will justify the exact requirement. Also If I have registered two organization and if i want to create P.O. on the basis of the organization then how can I have two organization in organization details.
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