Adding New Assets
What is the difference between Product Name and Asset Name. If I have 10 copies of Office 2003 then the product is MS Office 2003 but so is the Asset Name. To top that the Asset Name is a unique field so I would have to make each asset name MS Office 2003-1, 2003-2 etc. If the asset name is unique then whats the value in having a non unique alpha-numeric string called asset tag, which is a unique value by itself. As I drop down through the fields I hit Expiry Date. Again I am unable to determine
Service Desk Plus - Service blank page
Hello, About 3 days ago our SD+ started serving the following blank page every morning. <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=utf-8"></HEAD> <BODY></BODY></HTML> The current solution is for someone to log into the server and Stop the SD+ service and Restart. The server is Windows 2003 R2 with current Patches. SD+ is build is 6010. Attached is the support file. Thanks :Mark
display all conversations query
hello, just to let you know that i made a query to list all conversations made by one technician for a given period. hope it'll be useful to someone. select F.FIRST_NAME 'Technician', F.USER_ID, C.WORKORDERID 'Ticket', A.NOTIFICATIONDESCRIPTION, DATE_FORMAT(FROM_UNIXTIME(notificationdate/1000) ,'%d-%m-%Y') 'notificationdate' FROM notification A INNER JOIN notify_workorder B ON a.notificationid=B.notificationid INNER JOIN WorkOrder C ON B.WORKORDERID=C.WORKORDERID LEFT JOIN WorkOrderStates D ON C.WORKORDERID=D.WORKORDERID
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
POP3 Authentication Error
Hi, I get the following message when trying to set up Mail Server Settings: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. Ive checked all of the settings twice, server/username/password/email address. I believe it has something to do with our server having SSL setup, it is not an option to disable this. How do i set up SD+ to use SSL when authenticating with email server.
Microsoft SMS Integration?
I was just curious if there were any ability / plans / experience tying in information from Microsoft SMS into ServiceDeskPlus? Mostly I'd be thinking from an inventory workstation perspective, but also the possibility of tying in a link to SMS remote control (or RDP/RA/VNC for that matter). If anyone has had any experience with using both in the same environment, that would be helpful too (since we are already doing hardware / software inventory through SMS, an inventory scan of the workstations
Microsoft SMS?
I've asked this before, but are there any plans to implement a tie in to Microsoft SMS for inventory? Or has anyone ever attempted to import inventory information from SMS? I hate to have two scanning systems to grab the same data. Also it would be nice to have a place to tie in SMS remote control, or other remote control options to the system as well. We have been evaluating ServiceDesk plus and it seems to be the solution we are going to go with, but that SMS integration functionality would sure
Error Code - 1,186,094,962,636.
FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,186,094,962,636. Can someone explain.
Cannot connect to Exchange Server for incoming emails
We moved ServiceDesk (6010) to a new server by installing the application, applying licences, and migrating the database successfully. Sending email to our Exchange Sever is not an issue. Connecting to our Exchange Server returns the following message: "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. " We have not changed any email settings at the Exchange Server, and the Login details on SDP are the
Error Code - 1,176,945,452,644
Just recently updated to latest version of SD plus. As of Monday the server is unable to process email requests when I check all the settings the Fetch Mail is stopped when I try to start it, This error occurs FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,176,945,452,644. Thanks Andrew Loughnan
SSO from sharepoint portal
Is it possible to eliminate login page and just use AD to login automatically. we are adding link to ServiceDesk Plus website on our company intranet home page. Management wants auto sign in instead of putting userid and password.
Service Level tied to Priorty
Is there a way to tie service level agreement to the priority? Having the user choose one and not both would be helpful for the "lazy" users... thanks, James
Error when processing mail
We�re using ServiceDesk Plus V6 Build 6008. Yesterday stopped the Mail fetching service with an error while processing a mail. After a restart the same error occured, so I moved the mail manually to another mailbox. Now the mail fetching works so long. I don�t see any difference between the the error producing mail and any other mail. Do you have any hints? Btw Is there any way to monitor the mail fetching status? It is very unfavorable when the user send tickets and the helpdesk doesn�t see them.
General failure while scanning node.
We are running build 6010. We have two domains, separated via a VPN. We have ServiceDesk running 'locally' at both locations. But when I try and scan the other domain from here the vast majority of machines come back with a 'General failure while scanning node'. AFAIK no ports are being blocked by our VPN and these machines are read correctly by ServiceDesk at the remote location. Any ideas? Thanks.
import user from AD faild in Build 6008
I installed build5500, create the domain configuration and import users from AD success! then upgrade to build6008 by installling the newest service pack + hotfix , attempt to import new users from AD, a error message appears after i check the OU tree: General failure while performing the operation, and always get this message whenever i tried to restart the helpdesk service or the server.
Due Date on Request
On my request there is no where for a user to enter the due date, however after the request is received by the system the there is a due date column. Where did this due date come from. Is there a way for it to show up on the request entry form so the user an change the due date? I am using 6008. Thanks
SDP Service fails to start at reboot
when i reboot my server that runs SDP, (Server2K3), SDP does not start as a service. Launching the command manually works fine though... my system logs show: Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Date: 7/17/2007 Time: 1:11:57 AM User: N/A Computer: VSCRP-HELP Description: There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. and then... Source: Servicedesk Category: wrapper EventId: 100 Description: Event Type: Error Event
Show/Hide fields in request forms
How do show or hide fields in the default request form, or when using request form template, for a technician so that when filling out a new request, those fields do not appear?
adding solution field to reports
Can the solutions field be added to reports? If not, can this be in the next release if so, when will the release be available. Thanks
New ServiceDesk Beta version
Hi, I�m testing the new Beta version from Service desk, our company(UPC Netherlands) needs a new management tool. Have installed the Beta version because that is the only one with Support Service and Change request. First impression is very good but still some things must be add/ fixed if we can use this. I write here some questions, i hope you will answer them soon. Within the first 4 days we will migrate from IPC support centre to a new tool but that tool is nothing like this nice software you
Duplicate entries when importing requester data from csv
Hi I am using service desk plus trial version. I have imported requester data from csv file. When updated requester data instead of overwriting existing data duplicate entries are created. Any help?
Moving the location of atatched docs storage
When you install service desk plus it places the default storage location for atatched docs on the C drive, generally I wouldn't put apps, data or file storage on the same drive and I want to move the location of the atatched docs, any one any ideas on how to do this? support haven't come up with much so far!!!
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
support availability
I am considering purchasing SDP and implementing it here where I work. Can anyone tell me how well they support their product? I have e-mailed the support help mail address a couple of times, but have received no replies - which makes me a little leary. Any advice would be appreciated. MB
Sub category
I am using Service Desk plus 6 build 6010. I can add as many sub categories as I want through helpdesk customizer, but when I create a new request, the subcategory field only shows me 3 options. Is there any limtation about the number of sub categories per category?
Build 6010 crashes
Hi guys, I am currently testing build 6010 but I am getting unexpected server crashes. The wrapper.log shows something like this: ERROR | wrapper | 2007/08/01 12:10:10 | JVM appears hung: Timed out waiting for signal from JVM. ERROR | wrapper | 2007/08/01 12:10:11 | JVM did not exit on request, terminated STATUS | wrapper | 2007/08/01 12:10:16 | Launching a JVM... INFO | jvm 4 | 2007/08/01 12:10:26 | This evaluation copy is valid for 28 days INFO | jvm 4 | 2007/08/01 12:11:22 | Unclean shutdown of
How to add list of customers in SD Plus
Hi Geeks, I'm using the online demo version of the SD Plus 6. Please could you let me know, how to add new list of customers in SDPlus. [ Background - The Service provider has one centralized desk, which attends calls for hardware assets from different customers. Here I would want to maintain a list of customers, who are availing the service from this Service provider ] I see that there is Organization details, but this is for the orgn, which owns the service desk. Look forward to replies. Many thanks.
Custom report failing after SD6 upgrade
Hello, I have just upgraded to SD6 following the instructions as per the website, and now I cannot run a rather important custom report. The report contains a custom request field, I have tried running the report without this field but it still fails. This custom report is used to track and charge purchase requests so it is very important this problem is resolved. How easy is it to go back to SD5? What PD ifno do you require? Many thanks
Question on AD Scan and Saving settings
Quick question: when I set up an AD scan and enter the settings it runs a scan which is cool. Question is when I set the scan to run on a timed sequence does it save that scan, because when we go to the edit the scan all the fields are empty again and we need to re-check everything. Thanks Michael
Mail stopped fetching on Friday night
I seem to have a problem with mail fetching. SD can send mail OK, but incoming mail is just sitting in the mailbox and not being fetched. I have about 7 replies that should be getting added to existing requests but they're not being processed. (I haven't altered the subject lines) Mail fetching is RUNNING, password and protocol etc and mail address are right I've restarted SD services Does anyone have any ideas why mail wouldn't be getting fetched? I am running SD 6008.
logon details screen
If i click on the don't show logon details again on the login page nothing happens and I get the following error box Line:54 Char: 3 Error: Object dosent suppor this property or method Code: 0 URL: http://statler:8080/ I am using IE 7 version 7.0.05730.11 Anyone know how to fix this, i don't want to publish this to my organisation with the administrator details showing.
ServiceDesk receives cant send e-mails.
I have ServiceDesk configured to send emails but, when the mail is to be sent to an outside mail address, it receives a mail informing that there was an error. Sample notification error: ------------------------------------------------------------------------ Undeliverable: [Pedido N� : * 85=?UTF-8?B?ICpdIDogRXJybyBpcnJlY3VwZXJhdmVsIGdlcmFsIGE=?==?UTF-8?B?byBpbXByaW1pciBkb2N1bWVudG9z?= Descri��o Your message To: info@alflora.com Subject: [Pedido N� : * 85 *] : Erro irrecuperavel geral ao imprimir
Unable to access the ITIL demo, itildemo.servicedeskplus.com
I am unable to access the demo of your SD+ enterprise edition.
Issues with Asus Laptops
Hi all, We are currently trialling the Service Desk Plus 6 edition in our environment and have hit a stumbling block when it comes to the Workstation scanning modules and Asus laptops... From what I can work out the Workstation Scanning Module uses the "Serial Number" value stored in DMI under the System Information DMI handle to generate a "Service Tag" value in Service Desk Plus... On Asus laptops this value is populated with a generic value... We also use Toshiba laptops and on these, this is
Problem with Resoultion automated email
Hi When the job is closed and the resoultion email is sent out to the user, only sometimes is the resoultion included in the email. These fields are set to mandtory and a resoultion must be filled in before it can be closed. Any help would be greatly appreciated Thanks
I'm have troubles with restoring SD6+ backup
Hello! I'm have troubles with restoring SD6+ backup In table "softwarelist" - errors on these strings... (461, N'Realtek AC97 Audio', N'Realtek Semiconductor Corp.', N'5.09', N'-', N'-', N'-', 1, 0, N'-'); (2106, N'Realtek AC''97 Audio', N'Realtek Semiconductor Corp.', N'5.09', N'-', N'-', N'-', 1, 0, N'-'); (676, N'Pegasus Imagings PICVideo 3', N'Pegasus Imaging Corporation', N'3.0.9', N'-', N'-', N'-', 1, 0, N'-'); (2107, N'Pegasus Imaging''s PICVideo 3', N'Pegasus Imaging Corporation', N'3.0.9',
General Questions - SMTP & Auto PC Assign
I've being trailing ServiceDesk Plus for a number of days now, however the following issues are hindering a purchase... - The program doesn't seem to be able to accept incoming SMTP. Is this true or have I just missed the setting? I've tried entering 25 as the port # however it still says it can't connect to the server (outgoing works). - The above issue wouldn't be too bad if requesters you could reply to questions sent from technicians within the web portal. I know you can use notes but these are
Forwarding on a new case
A new case is created by an inbound email. Sometimes we need to forward the case out to a third party, maybe a sub contractor. It seems that if there is a reply or some other entry on the case, then the forward a) gets registered and b) gets sent. If the case is new and there is nothing else logged to it, both a & b do not appear to take place. Has anyone else experienced this?
Simple report for our KPI
Hi I'm trying to generate a report but am not yet able to get what i want. I would like the report/chart to show for each technician how many of the completed requests were completed on time and how many are overdue for our specified date period. So essentially Im looking for something that shows each request and then a total sum (completed request date > due date = x ), (completed requests date < due date = y) percentage of x and y for our KPI. Forgive me if this is really simple, as i have only
Asset Limits
Hi, I am currently evaluating Asset Explorer and have just discovered Service Desk Plus. Please could you let me know if there is a limit to the number of assets you are allowed to manage in Service Desk Plus. We only have a requirement for 2 technicans but I need to ensure that as well as the Service Desk aspect that this product, it has exactly what Asset Explorer has with regard to Asset Management. Kind Regards
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