Time spent on Requester notification
Is there a way to include the "time spent" on a request in the notification to a requester when a request is closed? I looked and did not see a field. Thanks Chuck
best practices for customer data
I would like to know if anyone has any best practices suggestions regarding keeping customer data in Service Desk accurate and normalized. We are a potentially new customer evaluating the software. We would be using a .csv file to import our external customer data. No active directory. Thanks, Keith
force remaining business rules to process after one is true
I did not read anywhere (documentation, screens, forums) that once a business rule tests true that SD ceases to process subsequent business rules. I hope I am VERY wrong. Having a number of singular tests to do, I am hopeful I can define an independent business rule for each one with a resulting action if it tests true. Otherwise, I would have to create a business rule for each and every possible combination of all tests, not only laborious to set up, but creating a maintenance nightmare to make
Problem with temp files (report)
Hello, I have a problem with one of my report : When I execute the report, they have a lot of temp files (virt*) directly in the /reports folder... Yesterday, we deleted 3 800 000 files... Can you help me??? Thank!
clicking UPDATE button in Request Detail editing hangs
Clicking UPDATE button upon editing existing request in Request Details hangs, or maybe it is aborting. Yellow popup Processing. Please Wait.. with spinning icon occurs. Browser progress bar advances to about 33% and no further. Browser spinning "busy" icon on IE7 tab flashes only, then returns to SD+ logo. Browser status line shows "handle Response called. http://[servername]/framework/html/blank.html". There are no scripting error warnings from the browser. Pressing escape to halt browser indeed
Error on page
From time to time I get an error (ending with blank.html) when trying to enter a resolution and close a request. Irritating.
UPDATE of edited Request hangs
Test requests are being submitted successfully by myself, an administrator. I then edit a stored request, and press the UPDATE button. The browser status line says: "handle Response called.http://[ourservername]/framework/html/blank.html" The browser progress bar moves to about 25%. The pale yellow popup says Processing. Please Wait.. with spinning icon. It never progresses any further in 10+ minutes. Tried multiple times with same results. Tried other test requests with the same results. Help. Build
Application is crashed after restore from SQL SDP Database
Hello Servicedesk, we have a Big Problem with SDP6 Build "6012". We have changed at 18.09.2007 the Domainadmin password on all servers. The application SDP is to the time still running without problems. At sunday (22.09.2007) is the database and application crashed. The SDP server is a W2003 system include SP2 and the database is running of a different server (MS SQL 2005). The backup sequenz from SDP6 is daily at 23.00 CET. Our Servicedesk call me with a problem with the SDP6 at 22.09.2007. A restore
Everything is a Workstation
I have been trying for months now to add devices that are not workstations. If I go to a link to add a router manually I get the error: FAILURE :Problem while performing the operation. Please report the problem to the system administrator, with the Error Code - 1,190,891,609,692. THose items that are servers are still classified as Workstations, even though they are clearly servers: Operating System : Microsoft(R) Windows(R) Server 2003, Standard Edition I need to properly enumerate all of my assets
Resource details being removed after a domain scan
Hi, I seem to have issues with Cost / Vendor / Acquisition Data & Expiry Date information being removed after scanning the domain. Last week I entered all this information manually so I could keep track of the age of equipment etc. After running a scan the information has disappeared?? Also, when I try to change the equipment to 'in use' it seems to move that back to 'in store'. Any advice would be great as I need to provide a report to the Board based on our laptop status Kind Regards Neil
Converted to MSSQL Today now big problems
Hi Guys, I converted from mysql to mssql today. I think I did something wrong after a reboot the service desk data was reset to a default install. I have a backup but I have to use it I will lose a little data. I think the data is in the mysql database in its entirty how can I get that data into my new install. I also was planning to migrate to sd+7 enterprise from service desk +6. I called and support told me to do a backup then upgrade to the new version. Then restore the backup will this work.
Create a new field with a value from another field
We're looking for a possibility to use remote control in Service Desk. With remote desktop web connection this is possible using a hyperlink. Remote desktop web connection uses the DNS-name or the IP-address from the computer which should be remotely accessed. In our case the asset name is the same as the DNS-name. So if there's a possibilty to get the value from asset name and fill it in an other field, which contains the rest of the hyperlink, that would solve my problem. So my question is: is
Autoscan doesn't update information
I'm using the ServiceDesk Pro 7.0.0 and I'm having an issue updating the information of my computers in the "Assets" folders. When I personally add a computer's ID (and nothing else) to the list then choose to scan it one of two things will happen. One it will fail, at which point it updates when the last scan was done. The other thing is that it succeeds, tells me that no hardware has been changed, it dosn't update the information for that computer and it dosn't update the information on when the
SD6 not starting up after update to build 6012
I installed the new patch today and now my SD+ will not start. I ran run.bat and this is the result: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: C:\AdventNet\ME\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl oyment.system.AdventNetServerImpl -Djboss.boot.library.list=log4j-boot.jar,jboss -common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Report on Solutions
Hi, we are using the Solutions to publish changes to our case manangement system to inform users of changes. How can i produce a report to show all the changes (solutions in one category) in a date range? Thanks
Domain Scans fail
We have 6012 running on Svr2003 SP2. SDP has not been able to complete a domain scan for sometime now. It will see the OU's, tell me how many machines are listed in the server and start the scan. It will go through an as yet random number of the machines and then stop scanning. The scan window will continue to run, but there is no action in the background. What is the name of the process that should show up in the Task Manager when the scan starts?
how to get tickets assigned to the priority
Hello, I'm trying to get tickets that come in to have a priority assigned to them. I have set up sla, business rules, categories but nothing works. Any help is greatly welcomed. Heather
Acquisition/Expiry dates removed when machines scanned
Hi, We're having some trouble with manually entered acquisition and expiry dates being removed when some (not all) of our machines are scanned. We're running 7.0.0 build 7001. Does anyone have any ideas? We've had a few wasted hours duplicating work and entering dates so far Thanks, Brett
How to identify tickets that came in "After Hours"
Hi! We are looking for an easy way to identify tickets that came in after our normal business hours. (we would be running a report to find this out) Thanks!!
General Failure importing Workstations in SDP 7.0
We are getting a general failure message everytime we attempt to import any workstations from a csv. It will accept the file when located, and the fields show up appropriately in the mapping section, but it fails to import. The message in the error box just says: "General failure while importing data from file." I have attached the file to this post.
Restore fails : Cannot insert duplicate key in object dbo.so
Trying to move from MYSQL -> MYSQL i've followed the documentation (6012 btw) when trying to restore my db i get : 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO softwarelist (SOFTWAR EID,SOFTWARENAME,FILEVENDOR,FILEVERSION,PRODUCTNAME,PRODUCTVERSION,COMPANYNAME,S OFTWARETYPEID,CURRENTLYMETERED,DESCRIPTION) VALUES(4229, N'M┬�╔�┬�', N'', N'', N '-', N'-', N'-', 1, 0, N'-'); java.sql.BatchUpdateException: Violation of UNIQUE KEY constraint
Unable to Close Requests
I am evaluating ServiceDesk Plus Professional Edition so I am still trying to work through some issues before I purchase. After a request is submitted via email or through the web interface and I go in to resolve it, I get an error when trying to close the case. The following error is displayed: Warning: Request cannot be completed. Please fill in the following fields -requestType This would be fine, but there is no requestType field being displayed for me to fill in. Any solutions to this? Thanks
Has service desk got the option to move through the calls?
Has service desk got the option to move through the calls without having to exit the one your viewing? In Outlook, when viewing a message you can view the next message by clicking on the Up & Down Arrows. This would make scanning through the calls much easier. Thanks John
XLS export failure
In SD7 Whenever I try to export an audit trail report to XLS (or CSV) it fails: FAILURE :Unable to execute report : C:\AdventNet\ME\ServiceDesk\bin\..\reports\302\null.jasper - HTML and PDF export works fine. Is this a known error?? and is there a solution to this? Regards
Parent-Child Relationships
(1) Does anybody know if SD7 comes with the Parent-Child ticket relationship feature? What I want to be able to do is to create another ticket in response to the original ticket and have this ticket automatically correlated to the original. Anyway to work around this without the Parent-Child feature? (2) When will this feature be available? (3) When will the SD Pro 6 to SD7 Upgrade be available? Is it FOC if I have SD Pro 6?
Error adding Business Rule
Version: Service Desk Pro 6, r6011 When I try to add an action to a business rule of assigning the request to a sub category, I get: FAILURE :Error while saving the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,190,732,431,460 Any ideas? Thanks Greg
dbo.WorkOrder [CREATEDBYID]
Hi, I forgot to mention that I also need a way to convert the integer found in [CREATEDBYID] into the associated user name. You guys have given me the following SQL Statement to convert the dates: SELECT [WORKORDERID] , [CREATEDBYID] , dateadd(s,CREATEDTIME/1000,'01-01-1970') , dateadd(s,DUEBYTIME/1000,'01-01-1970') , dateadd(s,COMPLETEDTIME/1000,'01-01-1970') , [TITLE] FROM [WorkOrder] WHERE [REQUESTERID] = 606 AND [COMPLETEDTIME] = 0 This works perfectly for the date conversion, but like I said
Alpha Category order on new request form pulldown needed.
I cannot find how to force the list of Categories in the Category pulldown on the request form to list alphabetically. The need will be there for Subcategories and Items as well. I hope I've missed something obvious. Help please.
moved sd+ to new server now won't scan pc's
as above subject, sd+ on both old and new server with same database and build version : 6.0.0 build 6008 the old server with sd+ will scan a new pc and import all the info, however the new server attempting to scan the SAME pc will report " rpc error or pc turned off" any ideas?
Feature request
can we get someone from tech support or the dev team to have a look at the feature request forum? we're feeling a little left out.
Service Desk requirements
All, does anyone know of a website or document which gives someone new in the industry help & assistance setting up a service desk for the first time. i.e. a check list of requirements to be aware of. i.e. servicedesk software, single point of contact, OLA/SLA etc etc? Many Thanks, D
Business Rules using Request Templates
Is there a way to apply a template to an incoming request based on Business Rules rather than having to input all the actions manually?
Scanning new Assets (PCs)
I only seem to be able to scan one device at a time. Is there any way of scanning a range (perhaps an IP subnet) of devices ?
PO creation user problems
Is there any way that I can create a user that has the permission to be able to add in a new item when they create a purchase order? The only way I can do this is to make them an admin which I don't want to do. When I log in as the user and create a new PO I can select the vendor from the drop down but on the next screen I can only choose from existing items. When I am logged in as admin there is an extra button that lets me create a new item. Any help much appreciated.
SD+ V7 Performance Issue
Has anybody else experienced a drop in performance when using AD pass through authentication, everything seems to slow down, opening SD takes longer as well as submitting requests and making any admin. changes. Thanks
Mail fetching is stopping
Good morning, We are useing mailfetching since months. But since one week the process is stopping all the time. How can we solve this? Regards, Jeroen
"SQL server not installed in localhost"
Attempting to convert a 6012 install to MSSQL, the same server with helpdesk has Sql 2005 (and the management client) on it. but neither localhost nor the computers name work they both show up as sql server not installed in localhost java errors ? Any ideas ?
Adding fields to tech notification emails
I've two fields to my tech notification email and now the message has garbage in it. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_2387_414429.1190339610234" ------=_Part_2387_414429.1190339610234 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit Request details are : Created by : David Dees Due by date : 28-Sep-2007 12:00 Category : General Title : ffff Description : ffffff Click for details : http://trackit:8081/WorkOrder.do?woMode=viewWO&woID=1041
Error while launching "Sybase To Oracle Edition3.0"
Hi, I am trying to login to the application "Sybase To Oracle Edition3.0"(TRIAL) mode. However once I click the 'Trail' mode nutton nothin happends. The folowing message is written to the LOG file. ------------------------------------------------------------------------- SwisSQL- Sybase To Oracle Edition3.0 ------------------------------------------------------------------------- Started Date = Sat Sep 22 14:52:02 GMT 2007 Operating System = Windows NT (unknown) Version 6.0 Operating System Architecture
Software report
Hi, I have had a search through the forums but I can't seem to find what I am looking for. I use SD+ Version : 6.0.0, Build Number : 6003. I need a report that shows the software title and the machines it is installed on e.g. the headings would be Software Title - Machine Name - Machine Name - ETC I have had a loko through the reports but I don't seem to be able to get this. Regards Craig
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