Graphic in request stops other parts of SD displaying
This might sounds slightly vague, however here goes. A client of ours regularly sends in requests and their signature contains a logo. Initially this logo appears correctly, but sometimes once you reply to the message we have noticed that the reply and everything that would normally show below the original message is not there. These items include the conversations, notes and other items that SD provides. Looking at the original message again and the logo has been changed into a grey block. Go into
Change subcategory to item?
Is there any way to change a subcategory to an item under a different subcateory? Also, I had put in a request and had talked to someone about the fact that on one of my items, it is greyed out like it is unavailable for future use. However, when I try to edit it and uncheck "item not for further usage" it doesn't stick -- It just keeps going back to unusable. But I haven't heard anything back on the request. Has anyone else had this happen to them?
Can't access ServiceDesk web site with linux web browser
Whenever I try to access our ServiceDesk web site from a linux PC the browser just hangs. It works fine from Windows and Mac browsers. I even tried wget from the command line and that hangs too: **************************************************** dsegel@polonius:~ 7>wget help.shs.ucd --09:33:39-- http://help.shs.ucd/ => `index.html' Resolving help.shs.ucd... 10.2.1.2 Connecting to help.shs.ucd|10.2.1.2|:80... connected. HTTP request sent, awaiting response... Read error (Connection timed out) in
Deleting a scheduled report
There seems to be a report that is sent out weekly to a client. The client no longer needs the report but I cannot find a way to delete that scheduled report from being sent via email. It does not show up in my list of scheduled reports either. I cannot access or edit that particular report task to even delete the email address. I'm looking all thoughout the 'report' tab but cannot solve this problem. Does anyone have a solution? Thanks Paul
Automatic import users AD
There is an option to schedule a user-import from AD, is there any way to specify which OUs should be scanned, and which should be left alone...
IE7 crashes at logon
new pc just built with IE7 and attempts to connect to sd+ logon page results in IE7 crashing (do you want to send error report) same pc was previously able to connect with IE7
Notify technicans of overdue status
I'm wondering if there is a way to notify the technician when their service request goes overdue? I see there's a way to escalate to others looking at the SLA. But I want to just notify the tech handling the issue as a reminder e-mail, either when it goes overdue, or when it is about to. Is this possible?
uploading an inventory CSV causes service to fail
we have a problem where when we upload a IT inventory CSV it crashes the service so severely we have to restart the server - this is problematic the server has other duties in an effort to continue things along we tried to uninstalled v7 but it says there's an Installshield ikernel.exe can't find which stops the reinstall - I am at this point unwilling to manual start removing entries in the registry to get this working... i believe this is a very generic error message so therefore we are in a fix...
Asset State Change - Without having to assign user
Can anyone advise how we can go about getting all the devices that have been detected in an AD scan into the asset state of IN USE please. The AD scan has nicely populated the Asset list. Then used AUTO ASSIGN WORKSTATION options to they have the user assigned that last logged in, which is as I want it at present. However they all have an Asset state of In Store. If I select the devices and choose CHANGE STATE I can change to IN USE, however then the next screen comes up asking me to assign users.
Asset Auto Assign Workstations
I have possibly been confused over the Auto Assign Workstation function as I thought it had worked. However On the Asset page it is stating 166 Unassigned Workstations. I choose Auto Assign and have list brought up in 50's and assign them. I get teh green progress bar advising it has assigned them, and a green notification status at the top of teh page, advising it has been done. The list however doesn't change, so I move over teh page to the next 50 and repeat the exercise. Once complete I come
Asset and Component Interaction
Feel a bit dense even asking this, but here goes anyway. What is the intended relationship between Assets and Components? Sort of assume that in a typical environment that a PC base station would be an asset, and by example the peripheral items such as keyboard and mouse would be components. I'm not so worried about low cost items like mice, but am about TFT screens, so would that be expected to be an Asset, it has a significant value, or a component? Then you have things like Broadband Routers,
CSV IMPORT
HI.. We have SP 7.02 imstaled and i'm tryng to import 100 users via a csv file.. Everytime I choose import i get a message that reads" Please recheck, only CSV file is allowed".. I have saved the file as a csv from excel many times.. what am i doing so..
Contracts Notification Period Only 60 days
It seems that you cannot exceed a 60 days notification period of contracts you load into SDP. We have some contracts that are based on a 90 day notice period and as such I would actually want to 'remind myself' of the contract end early enough prior to being able to enter contract renegotiations without missing my opportunity to serve the supplier notice. I therefore suggest that the notify option is increased from 60 to 120 days ?
Default Request Filter
Hi, We would like to set a new default on the request filter. currently the default is "open requests" which makes loading the page time consuming in a busy helpdesk enviroment. please advise how we can default to "My open Reuquests" etc. Thanks Marc
Upgrading: Instructions, Most Stable Build?
I'm running SD 5.5.0 build 5507. I'd like to upgrade, as I'd prefer to use SQL, but I can't find any documentation on these things: a) Which version I should upgrade to (i.e. which version is the most stable release) b) How to upgrade to that stable version without losing any of my current data c) Which upgrades will be covered by my licensed version. I have an academic license since I work for an university; I can't find information on which upgrades are covered by that license. Also, I know that
mysql-nt.exe stops working
Hi all. We are experiencing problems today with ServiceDesk. It won't stay up and we are having to restart SD every ten minutes or so. The error on the server indicates "mysql-nt.exe has encountered a problem". SD has been running fine for months now, has anyone got an idea why it might start falling over now please? Thanks in advance.
MSSQL Query to report on Business Rule assignments
Hi, I want to link request categories to the category criteria held within a business rule I've written which places requests into a specific technician request group (for email notification) based on the request category. I also want to link the group assignment information to this same query to provide a big picture and document how the business rules work for my organisation. If you can advise me which tables hold the following, I may be able to work this out myself: 1) the business rule information
Does access stop after 30 day trial?
I have configured an instance of SD+ V7 at a client and they are in the process of obtaining a licence for the product but it's been over 30 days since we installed it and when we try accessing the site thru IE7 we simply get a IE cannot display this page error. Does access stop after 30 days and if so how do we go about installing a licence?
Exception while trying to add new PurchaseOrder
One of our ServiceDesk users received the following error when he tried to save a purchase order he had created: _______________________________________________________________ FAILURE :Exception while trying to add new PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,191,520,254,119 _______________________________________________________________ I've contacted ServiceDesk support about this, but so far haven't heard anything back. Does anyone know what
Downloading version 6
Hi all. I want to know if is possible to download yet the version 6 of SD+, because in version 7, i am not able to change language into spanish. Thanks
Business Rules not firing
I've created a few Business Rules, but they don't seem to do a whole lot, or anything really. To test things, I've created very simple rules so that all requests will be subject to the rules, such as "Subject does not contain 'aksjhdkjasnda'" or Requester name is mine (the one and only, of course), and then creating a request that obviously doesn't have "aksjhdkjasnda" in the subject. I tried to change the Category, Status, Urgency in one swoop, but only the Category took. So, the rule is working,
AD Pass Through Authentication
Just installed SD+ PE v7 I have imported all users from AD and set technicians. When enabling AD Pass through authentication and clicking save the tick is removed straight away. Then trying to logon and prompted to logon to local server (windows logon box) Installed on Windows 2003 server. Has anybody come accross this or have any suggestions. Thanks
Upgrade ServiceDesk Plus 6 to ServiceDesk Plus 7 PRO
Good Day... I buy a license for ServiceDesk Plus 6 and i want to upgrade to ServiceDesk Plus 7 PRO, what do i do? I need to pay more money?
"My Details" and "Solutions" Tabs
Hello, Is there any way to remove the "My Details" and the "Solutions" tabs from the requesters view? We have multiple clients and do not want the requesters to be able to see any solutions that are not part of their organization. Also we want to prevent users from changing their details. Thank you.
Upgrade v7 edition X to v7 edition Y
Quite simply, if you come in in, say the Standard edition rung, can you later upgrade to one of the other editions of the same version for less than full price?
Preventative Maintainance
Within Preventative Maintainance, is there a way to enable a quick closure. As we are using the "technicians must enter a resolution" feature, and this is not needed for PM. Thanks for your help.
I want to integrate help desk with our software
I want to integrate help desk with our software. Is possible automatically to pass a name of user and password from the program to the beginning of session, to avoid that the user knows his name user and password.
Errors while scanning, no data or error reported in interfac
Hi, We're having some trouble scanning (manual, network or AD) with certain machines. No data about the machines is reported other than their Operating System, and the last scan success/failure status is never updated for the machine. The following is a cutting from serverout.log which seems to show an exception being raised in the scanning code, but I can't figure out exactly where :) [15:22:01:515]|[10-03-2007]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[30]|: Form passed is : com.adventnet.servicedesk.asset.form.WSForm@123279c|
Asset State changing on it's own SD+ 7
I read that there is supposed to be a hotfix for this problem. Has this been released / when is it scheduled? Thanks
Service Not Accessable From WAN
I can access the server's address when I'm on the same local network, but cannot bring up the login page when I'm off the local network. I've tried a telnet session to port8080 and it times out. There are NO firewalls, etc in place. Some time ago I had ran another service on that port (that has since been moved to another port) and it ran fine.
Requestor Templates
How do I allow access to certain templates only to specific users???
Error when removing old domain
We recently moved our network to a new domain name and when trying to delete the old domain from the Windows Domain Scan page we get this error: FAILURE :Error occurred while deleting Domain. Please report the problem to the system administrator, with the Error Code - 1,191,450,836,029 Is there any way to fix this and remove the domain or is it not possible because of database references still having the old domain name? As a quick fix I just unchecked the Public Domain checkbox so it doesn't show
Custom Notification Rules
Hi, We would like to configure separate Notification Rules for internal users and external customers. Currently we block email notifications to customers because they contain information about the self service desk and other information we think would confuse external customers. Our internal users have access to the self service portal, where as external customers do not (for lots of service desk limitation reason). Can you advise how we can configure the different notifications so we can achieve
Can I synchronize additional AD fields?
I'd like to bring "location" over from AD with the user records. Is there a way to add fields beyond what's available in the sync dialog?
upgrade pack
Hello, it has been more then a month now that v. 7 has been out, and I was under the impression that an upgrade pack is to be released last month, but have not seen it. When is the release date set for as of now?
Licensing SQL for use with ServiceDesk Plus
Being a bit of a dunce when it comes to licensing, and find myself lost in the world of licensing models, I'm hoping someone can clarify how licensing in SQL would work in regards to ServiceDesk Plus. Assume 2005. Because this is a web based system and is accessing SQL itself, is only a single device license required, or two assuming a separate system to run the web interface?
Problems with manually adding Workstations
I get this error message while trying to add new workstations: FAILURE :Application exception while adding workstation. : The workstation is already discovered. Please report the problem to the system administrator, with the Error Code - 1 188 289 060 502. But when i search for the name of the workstation i can't find it.
purchase order numbers V7
Hi guys, Just noticed that in v7 you no longer have a reference to the last purchase order number used when setting up a new purchase order... not that its a major thing but it was really quite useful... any chance you could pop it back in at some point?
Error with SQL Server 2000
Please, How I can install SQL Server 2000 to work together your application? Am I obligated to configure the database? or he install himself?
How Start-restart-stop Service Desktop in Linux.
I installed in inux the service desk, but, not works the application. Robert.
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