Deleteation for the call id NO 140& 143
Dear sir, We are facing a problem on SMT . TWo Call ID no(140,143) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Best regards Sathyajit
Scanning Printers in ServiceDesk 6
Hi All, May I say this is one heck of an ace package... ;) Only been using it a couple of days and already we are going to buy it... :D Bit confused on the pricing as was led to believe ya pay once and then its free updates for rest of life.... only now found out its an anual fee.... but heck, for the price, you cant beat it... nothing comes close <grins> - however, forgive me for being new. But is there a way to scan the network/AD for printers on our network, so we can asset them...? Cheers, Lister
Approvals Proccess
Hi all: I tested the approval proccess and it has some flaws: 1. If i hit approval in the request and not complete it, it shows like an approval proccess has been initiated anyway. 2. In the recipient field of the approval, it has to show the head of the group or department right away. The techs on helpdesk does not know everybodys bosses to send the approvals to. PLease let me know if we can work on this, because this is a major feature in SDP. Regards, Darwin
incoming mail server settings
Everytime I try to configure the incoming mail server settings I get the following message when I click save FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. I have tried an internal IP, external IP, internal only DNS, a dns name that resolves both internally and externally, all with the same results. I have opened up our firewall in case it was using the external information
Problem with SD6 service startup
Hello, atm we are testing OpManager and ServiceDesk and some strange startup behaviour accured: Both applications are run as service on our testing server (win2k3 sp1). If the server is rebootet the java process of SD is running constantly at about 95% to 100% cpu load. However, SD is not accessable at this time and cannot be terminated with the provided batch-file. So I kill the process via taskmanager and start the file "..\ServiceDesk\bin\run.bat". After this restart everything is fine with SD
attachments link on pending approvals
when submitting a request for a approval, if it has a file attached it is not avalible to be opened as it is not link to the file, just displays a file is with the call. thanks Ryan
Service Packs
can you please make sure that when a service pack it is released that it is designed to work with both MYSQL and MSSQL, as this i guess is causing other major issues as well as us, i dont think it is good proctise to have to change back to MYSQl to install a service pack, as this will cause possible connection issues whe going back to MSSQL, thanks Ryan
SQL 2005 DB Server out of the box
Can ServiceDesk Plus 6 be installed using an SQL 2005 DB Server out of the box without first installing MySQL and then Migrating to MS SQL 2005.
Discovery of Vista Workstation Details
Can anyone suggest why the running of the 'Windows Domain Scan' picks up the NetBIOS name of my Vista pc but none of the details? Thought this might be simple to answer... Has anyone already overcome this?
Change Language
Hello, I would like to change the language, for use spanish. But on the window peronalize it�s not posible only it�s posible to change the password. thank you. Bye
automatic backup
Hi I was wondering is it possible to set automatic backup; for example once at week in Monday at 10:00 AM? I suppose somebody already answered that question, but I would appreciate if you do it again. Thanks in advance...
How do you configure SMS in SD+ 6
Hey Guys Does any one know how do you configure SMS in SD+ 6. I can't find it anywhere. I think I'm going blind. ZestIT
Install Service Packs
I install the Version 6.00 of the Service Desk. After that I install the Service Pack 6003 and 6005 and now 6006. For me it is not clear I have to unistall the early Service Pack or not? They don't write anything in the Help files.
Wider fields
Can the fields be wider under CONTRACT RULES? Available Assets and Maintained Assets or have them wrap? Not able to determine which office product to select as maintained under contract details. Here is a picture that may help explain.
Feature Request: Custom Fields & Business Rules
We have a custom field as a required field in our SDP installation. However, there's no way to use a business rule to modify that custom field (on say a ticket submitted via e-mail). This causes headaches when we go to close the ticket. We can't close it until we assign a value to this custom field we require. Is there a way to add custom fields to the business rules? If not, could there be soon?
How to default the "log on to" on authentication p
Anyone know how to force the authentication page to not include a drop down of available domains or local authentication. We have only one domain and would like to make it as brainless as possible for our users by having a static entry there or not displaying the drop down all together but still force users to authenticate against the domain.
new install - want to import requestors from AD
Hello I just installed SD+ and hotfixes (30 day trial version) and am now customizing. When I try to import Requestors from AD I get the error "unknown username or wrong password given to enumerate the Workstations in the Domain". I have the correct IP for my DC, and correct username and password (I'm using my own domain credentials, and I'm part of the Domain Admins group). AD authentication is currently set to Off, and I tried it with both On and Off, same error. I have tried IP's for both my DC's
System creating multiple records for the same request
Currently the system is creating multiple records for the same request id. Please see the attached image showing a report with request id and creation times. This is causing a discrepancy between what the Request screen will show and what a report will show as it's total. For example when comparing closed requests in the Request screen and within a report using a filter of closed requests. Having our reports be inaccurate (showing more requests than actually were created) is causing huge problems
Scanned software not visible anymore
Since the last scan in the software inventory we get this screen. Restarting the service or server didn't change anything. Does anyone know how to solve this?
Build 6005 - Issues and Workarounds
I completed our upgrade to Build 6005 today from Build 6000, and I wanted to share some issues that arose and my workarounds. Mail Fetching: The username field was changed to server\\username from server\username. This prevented the mail fetching function. Workaround: Remove the extra "\" Notification Templates Destroyed: After the upgrade all of our Notification Templates contained something like "net.sourceforge.jtds.jdbc.ClobImpl@1ded4c9" which I recognize as a Java serialization of an object.
AD Integration - All Users Fail
Hi All Just trying the new system, but when I try to integrate all users from my AD (Which I can see an enumaerate with no issues) it find 145 user and fails them all. I found a log file that presented error code Error in Getting User Object for NT Format :: 80070057 | [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: **** Back in Java GA0356| [22:38:17:062]|[05-08-2007]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[25]|: Error in Importing User
ServiceDesk Error on start up ...... wont load
Hi, I have been trying out the AdventNet ServiceDesk. It has been working fine for about 1 week. I have patched it up to build 6005. Over the weekend something has happened and the ServiceDesk will not fully start now. It gets to the part were it says "Application Layer Started" and then it just continues to add full stops. See pictures below: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] Thanks Justin
Workstation ID
Hi I don't want users to see other users "Workstation ID" when they make a new request. Can I somehow disable that option. Thanks
service desk & exchange issues
We're having an issue getting service desk to pull email and to send email notifications. we're running exchange 2003. POP and SMTP are enabled on the mail server and Opmanager can send email notifications w/o authentication. anyone else using servicedesk along with exchange? does it work???
Single Sign On
Are they anyway to implement Single-Sign-On for ServiceDesk? I would to my users to be able to go directly to their ServiceDesk Home screen, bypassing the Credential Screen. Thanks
All SD6+ MSSQL Users Must Read!! (Backup/Disaster Recovery)
All, We sucessfully migrated to MSSQL and are currently utilizing version 6005 of ServiceDesk Plus. More importantly, we currently are performing SQL backups of all of our ServiceDesk data along with the rest of our company data. We had our web front end ServiceDesk server crash due to a hard drive / raid failure. We failed over to our development ServiceDesk server and repointed the database. Everything seemed to be working fine. It turns out though that we had NO access to any of our file attachments
Software inventory Query
I need help forming an Inventory software report query. For Example: I would like to run a report that shows what workstations have Google Earth installed. Please help. Thanks!
Helpful Software reports
Here are a couple of helpful reports when looking for more software information. Softwares by workstation select WORKSTATIONNAME,SOFTWARENAME,PRODUCTVERSION,COMPANYNAME,SOFTWARETYPE from SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType st ON st.SOFTWARETYPEID=softl.SOFTWARETYPEID order by 1 Change this to the following to find all software titles on a specific workstation in
Hiding Requet History from Requester
Is it possible to specify what information in the History of a Request is shown to the Requester or to simply switch that tab on or off? The requester should not be concerned with the details of the request i.e. who performed what action. The discussion is all information they really need and it is up to the IT department how they resolve the issue. Displaying names of technicians only lead to requesters trying to contact them directly. Any views on that?
Category List
I'm currently evaluating the ServiceDesk product and I'm impressed with what I've seen so far. We've been using BMC SDE since August and it's just not doing the job for us. I have a question about setting up request categories. In BMC, we have the ability to hide certain categories from requesters in the self-service portal because some categories we use are for internal purposes only. For example, we have a category called "meeting setup" that we use internally to handle room reservations in our
Scan of Workstation
Dear I have a problem to scan a workstation. We deactivated the firewall. The workstation exist allready in SD Plus. I deleted the workstation in the inventory. Made a new scan with the ip address, the workstation can be scan fine, after that I try to scan the werkstation in the inventroy with scan now. Result that The Workstation can't be scaned. Error: "FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist." I don't understand the problem.
SSL on my Service Desk Plus??
Hello Everyone, How can I load a SSL authentication to the Apache server on my box that I have Service Desk Plus on? Thanks Josh
Resolution template
Is it possible to create a resolution template or form the technician has to fill out when working on a resolution. This would provide us with pre-formated resolutions that could easily be transformed to a solution
Note Feature Moved up...
My users are complaining that the note feature when they respond to a ticket is located to far down the page. Is it possible to move the note feature under the request but above the request details?? Thanks Josh
Reply on closed request
Hi everybody, Who could help me with the following issue. When we close a request, the requester will receive an email. Mostly, they are very happy becuase their problem is solved. So they send a reply on the recieved email, and thank us for helping them. :P :P :P But..... that email is being fetched and their request is reopend again!!!!! This happened us several times a day. How can we solve this issue??? I thuoght it was a bug, but the SD Helpdeks told me it isn't. I had to make a SPAM rule which
configuring groups for email
How do i configure the groups to send email notifications when the group configuration wizard only selects technicians? If I create an email group id and call it a technician it will use a license. That would be double licenses usage. The email group and the technician.
Edit "Product Name" of an existing asset.
After I imported some assets I noticed that they didn't all have matching "Product Name"s. When I click on a specifc asset I am unable to edit the Product Name field. Is there a work around that will not require me to edit the orginal data and re-import? Example: Printer NCS-5227 is also Printer NCS5227 and even Printer NCS5277 (typo)
Question about Surveys and Assignation
It Is possible to restrict a requester to create a new Request until answer the last survey received ? I suggest to allow to include a note when an assignation becomes and send this note to the assigned technician. Thanks in advance.
5 patches and still no documentation
5 patches and still no documentation, I�m starting to doubt their ability to support the product.
Export /Import Assets
I wish to export all the assets to a spreadsheet and clean them up before flushing out what is there and importing the 'clean' sheet. How do I go about exporting the assets to a CSV?
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