change software category not working
hi, after creating associating minor versions of software with their parent we get the following error when looking at the software we are not able to change the category it also prevents the actions drop down menu and "change" link from working
System keeps emailing last assigned job ?
I think someone has tinkered with our system as it was working ok at the beginning of the week. We now have a small issue in that the last assigned request to a certain tech is being emailed every 15 minutes but only during business hours. Any ideas how I can stop this ? He admits to changing some of his views but hasnt changed anything else (dont you love it when that happens!!!) Thanks in advance. Mike
Software Asset Management
I am currently designing an end to end process for Software Asset Management. This commences with the procurement of the license, as per SD+ workflow, lifecycle mgmt (i.e. Transferring, tracking, accounting, etc...) and retirement. My question is how can I seamlessly link Purchase Orders, Software Assets and License information to workstations? More information follows and the attached file includes screen shots to assist. I have attempted to utilise the in store and associate function from the asset
Strange problem-Requester is replaced an Technican (SD+6012)
Strange problem - sometimes a Requester is replaced an Technican , so instead of Technican John we see Requester Peter. Any ideas?
Keep custom workstation field info after changing name
We have three custom fields (additional info) under the workstation that we keep an asset number we assign to new machine generated from another program. We also store the PO number and purchase date. However when the workstation name changes the info in this fields is lost. Is there any way we can keep the info in these fields irrespective of the workstation name. We regularly change workstation names on upgrades and for specific jobs.
Report Query - Past 24 Hour Updated/Created Requests
I am trying to write a custom query that would give me a list service requests that have been updated or created in the past 24 hours and the notes/replies replies that are associated with that service requests. The notes/replies that are included should only be included in the report if they were added in the past 24 hours. Any feedback or suggestions would be appreciated. I am running SDP 7.
Close Request Link in Resolved Email template
When i created a new resolved message template and added the close case link it puts it in but incorrectly. The addess has an extra address in the link so it looks like this http://HelpDesktest/http://Helpdesktest/workorder/CloseWorkOrder.jsp?woID=14&KEY=1190003828867 When i edit the link of the request it looks like this. http://HelpDeskTest/$RequestCloseLink If i try and remove the http://Helpdesktest and just leave the $ part when i save it and re open it the http:// part is back again. This is
Active Directory Authentication from Linux
Hi, I need to know if the AD Authentication works when SD Plus 7 is installed on Linux ? Which others features does or doesn't work between SD & AD ? Thanks in Advance ! Alejandro Padilla.
Changed domains, Local password not working HELP!
Hi, Our main server went down a few days ago. We have everything back up and running but it seems that when SD+ was installed, it pointed to the main server which is the one that died. The local authentication method is not working because we may have the wrong password for it. Is there a way to change the main domain somewhere in SD+ without actually opening the program? Like a config file? Is there a default password that can get us in. THANKS! Hoppy
Business Rules on existing Requests
Business rules are great to automatically assign an incoming request to a technician or a group (as we do). But I have a bunch of existing requests that where there before all business rules where implemented that I'll have to assign by hand. Is there a way to apply business rules on existing requests, not only on the new ones? Stephan :mrgreen:
Importing Users from Active Directory
Hi, Everytime I want to import users from Active Directory, its shows the record copied as �failed records� It shows all the relevant OUs in the preceding screen and starts the process without a hitch. I�m trying to import the user list from Active Directory running on Windows 2000 Server. I've attached the screenshot of the error. Help would be greatly appreciated. Cheers
Scheduled report edit returns error
While trying to change details in a scheduled report in ServiceDesk (I changed email address, day of generation and time) I got the following error: <----code----> type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: In-sufficient privilege for user {0:andrewm} to perform the operation org.jboss.ejb.plugins.LogInterceptor.handleException(LogInterceptor.java:369)
User ID
Hello Admin i signed up for the forums and never received a confirmation email id: icenine email: erion.luka@ldhenergy.com please look into this. i have sent numerous email and have yet to receive an answer thanks erion
Approval process
Our new auditors are now laying down some stricter rules in regards to approving user access to various software and systems. So, we are starting to use the "Submit for Approval" action for this. However, we really need the following enhancements to be added: [list=1:47c983a943] * Only the person who the approval request was sent to should be able to approve a request, or at most, an administrator-level technician. Non-admin technicians should not be able to approve a request, as this defeats the
self service - allow view on all requests
Is it possible within ServiceDesk plus to allow users (requesters) to view all open tickets in the system? So, I would like the users to have 2 views: - my requests - all open requests. Is this possible?
very minor request
when setting the criteria for any assets involved, under the change management the avalible assets list doesn't seem to be in any form of order... any chance of getting it alphabeticalised in the next patch?
Update Release Frustration
Dear Adventnet, I'm sure that this has been mentioned before and think that I speak for many people who have version 6 and are wanting to upgrade to version 7 however there is still no upgrade path. Not even a beta. How can you release a new version on the 9th August and we are now at the 18th September and still nothing but "It will be here soon". We are loyal and paying customers why is this taking so long for this upgrade to happen? I understand that the new version may have had some bugs and
Request - Additional Fields
Hi, I am using the "Request - Additional Fields" from within Helpdesk Customizer. I have a field called "Type of Request" which I complete, but if I edit the ticket using the Edit button, the value witch I gave earlier dissapears. It only affects this field as I am using other fields in witch the value remains. Can this issue be corrected? Thanks.
Requesters name messed up
I held back on 6008 up until yesterday, then, I guess I was bored, I upgraded to 6012. Since then, when I import my AD users their names and login names both match instead of using the display name like it used to be in 6008. What am I doing wrong? Help would be appreciated on this issue. thx John E C
Encodinf problem in ServiceDeskPlus 7.0
There is a problem with encoding, for example, - russian, in SD 7 when creating a new record in Impact, Urgency, CAB sections (in Admin module). So, its happened in all new for v.7 modules. Old sections (for example, Status, Level, etc) works fine.
Load in frame
Can someone help me out please. We want to load the servicedesk page in a html frame. We created a index.htm with the following code: html> <head> <title>AM ICT</title> </head> <frameset FRAMEBORDER=NO FRAMESPACING=0 BORDER=0 rows="40,*"> <frame src="top.html" name="topframe" noresize scrolling="no" ALIGN=TOP> <frame src="http://se46006:8002/HomePage.do" name="bottom frame" scrolling="yes"> </frameset> <noframes> frames not supported </noframes> </html> Problem is that this works, until you click
Operating system licenses
How can I find out that I have operating system license violation when operating system are not listed in installed software list on workstation?
Linking Requests to Purchase Orders
Good Morning, Is there a way to link a request to a purchase order. IE Client logs a request that pc is so slow etc, it transpires that the pc is faulty and needs to be replaced and a purchase order is created, it would be nice to be able to link the two, so that the client can see some progress on the PO without having to look at the detail of the PO e.g costing etc. please let me know if this is possible or if there is some other solution. thank you Warren
Build 6011 Slow?
We recently updated to build 6011 from build 6008, and the web-page loading seems a lot slower. Is anyone else experiencing this?
Server of ServiceDesk is always blocking
Hi, The computer where i have Service Desk, version 7 build 7001 professional, is blocking constantly, and I can only resolve the problem by restarting the server. Can you tell me where are the log files that allow to troubleshoot the problem? Thanks
ServiceDesk Service Stops
I have installed ServiceDesk Plus 7.0, when I start the service I noticed that the ServiceDesk load screen stops after the loading Server Container completes. When I check the services it shows that the service stopped. Any one have any fixes? Thanks!
SD+ 7 Hotfix
Is there a place that hot fixes for SD 7 are or will be located? I found 7001 digging through the forums. Was wondering if there is a dedicated download link that we could check to see when new one are out so we don't have to dig through hundreds of posts. I think it would be better to have a separate SD6 and SD7 site / forums.
frustration with forum
usually it's just slow and times out with page not found. today it is only displaying page 1 of 180. page 2 and beyond show no entrys
Description in New Request auto formats on Add Request
Hi, Can you advise how to turn off the Auto Format in the Description Field? When you paste in some script, say some SQL Code, it looks OK and the format and lay out is the same as where you Cut it from. Once you have clicked the Add Request button the Content of the Description has been reformated and lines of text can have moved around. See Example: Cut this{ Hi could the following SQL please be run against the live DB: UPDATE case_detail SET hcd_display = 1 where hcd_case_id IN (########) declare
Russian symbols in SDP 7.0
Russian symbols in SDP 7.0 are not visible
Multiple Requesters
Hello all... I have a situation that comes up every once and a while where multiple people all have the same issue... thus they all want notified when the issue is fixed... is there a way to select multiple requesters for a single ticket?
Import user from CSV file - login/password not set
Hi I need to import 600+ requestors from a CSV file into SDPlus 7. The login and password fields are not populating and remain blank. This worked in SDPlus 6 from the same CSV file. How do I set the login and passwords for these users? I do not want to have to set these manually! Cheers Tim
Print / Export category list
It would be really nice to be able to see the list in its complete form as we are setting up our category / sub / item structure. Does anyone know if this can be done? I know you can click the tree view, but its a pretty small view and there are no "expand all" options or anything like that. Thanks!
Computer Names ( Scanning )
Hi SDP Team, Wonder if you could help advise us please. We are a large school, with lots of IT Equipment..... lets say for example: 750 x Tablet PC's 180 x Student Laptops 150 x Staff Laptops 600 x Desktop PC's And to add to this, we have just re-located buildings too... and so all the room names/numbers have changed too... Old Art PC Name R65-01 New Art PC Name B1F166-01 We havent finished renaming all the PCs to have the correct name yet. But was wondering what is the best step to do to make sure
Questions about setting up Service Desk Plus
I'm looking at purchasing ServiceDesk Plus and have a few questions: 1. If I install on a Linux platform can I still sync with AD(Active Directory)? 2. What do you recommend for exporting old data from an old help desk program (database mysql) to import into new database for ServiceDeskPlus on MSSQL? Cheers*
Adding unscanned software manually
Hi, Does anyone know if it's possible to add un-unused/scanned software manually into Software Licences (with serial numbers)? We have a number of software licences that we would like to store for future use rather than keeping them on an excel sheet! Cheers, Steve
Sort order for Holiday List
Is it possible in a future update to implement a sort order for the holiday list? I'm currently inputting all the public holidays for the next few years, and there isnt a way to sort them by date. So if i miss a holiday, and enter it after i've entered additional dates, the holiday dates are now out of order. Its slighty anal i know Cheers.
Compare with Landesk!
Hi,SDP Team: Can u tell the difference between SDP with Landesk servicedesk? It's better to give out a compare sheet with Landesk servicedesk. Waiting your reply! Thanks!
Multiple instance of SD+
Hi guys Love using your products, keep up the good work. Our end users love the product so much we are getting almost weekly requests to see if we can setup their own SD+ instance to suit their needs. Only problem is that we dont want them to use our instance as this will screw up our stats and job flow. For example, we use it as a IT Service Desk application. Another team wants to use it to keep track of building maintenance tasks. Another team wants to use it to monitor non IT purchase tasks? Each
Import Requesters from CSV
Good Day, I have an unusual problem, on SD 6.00 I can import 298 requesters with the following fields completed, Firstname Lastname Email Department Login Password (Randomly Generated) on SD 7.00 when I try import the same list it does not import the Login's and Passwords. The current differences are SD6 is on Win2003 Adv Server + SQL 2005. and SD7 is on my local workstation XP Pro + MySQL. I also Added two additional requester fields in SD7 "Notes" and "Location" where "Notes" would have the imported
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