Email Notification Formatting\Corruption
Following an upgrade from 5.5 to build number 6002 the notifcation for new requests recieved seems to have become corrupt. Here is an example. The main body of the notification has been cleared but still the formatting of the email is not right. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_29_8940812.1173889274204" ------=_Part_29_8940812.1173889274204 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit ------=_Part_29_8940812.1173889274204-- I have
SD+6 approvals do not work
When requesting approval for a request, the link returned by "$approvalLink" is not working: THis is the error that is returned. HTTP Status 404 - /<a href='http:/mars:80/approval/Approve.jsp -------------------------------------------------------------------------------- type Status report message /<a href='http:/mars:80/approval/Approve.jsp description The requested resource (/<a href='http:/mars:80/approval/Approve.jsp) is not available. --------------------------------------------------------------------------------
Scan - Physical memory showing as KB
Not sure when this started happening, but for the 'physical memory' field of workstations scanned, the value is showing as KB instead of MB. The number is correct, but shows KB (ie. 512 KB). Any help with this one? Thanks!
Request notes
When a user adds notes to their request, the technician gets an email saying the note that was added, but no link back to the request. I looked in the admin section and under notification rules there does not seem to be a way to configure this. Can you direct me to that template? I would like to be able to add the link to the ticket because the only way to associate the ticket to the notes is to find it by the ticket number - Its in the title of the message you get. Please help me in any way possible.
Re-open ticket
Closed tickets are re-opened by e-mail replies. But for users working with web forms would be preferrable to change status of request throug web form too. Can't find this feature.
Email job submissions - not working
Since i service packed my Helpdesk to 6.0 we are having the following problem Some (not all) requesters are emailing the helpdesk but the neither get a response from the helpdesk and no record of their request is present on the helpdesk. As this is all handled internally there is no spam filter to content with. The Built in spam filter on the helpdesk has nothing configured therefore I beleive this should not be the problem. This is proving quite a problem Some advice please
How to Reset mysql password
Hi, This is deleep. i changes my DB (MySQL) password. Can any one knows how to reset the MySQL DB password? Thanks & Regards Deleep
Unable to Restore MSSQL Data
I have been unable to restore data to a ServiceDesk MSSQL installation and having read some other posts and ServiceDesk Support replies, it would appear that this is a known issue that will be addressed in the next Service Pack. So, correct me if I'm wrong. Currently, if you run ServiceDesk on MSSQL, there is now way to restore data from backup! If this is true it is completely unacceptable for a mission critical application and customers should be advised to NOT use MSSQL as a backend database until
Hotfix Installation
Hi, I was unable to install the latest hotfix so I removed the ServiceDesk application and downloaded the latest all-in-one installation package (33MB). I installed this and then attempted to install the hotfix. I was informed that the hotfix did not need to be intalled as the latest package was already installed. Ok. Sounds good. But on the front page of the client, it states ServicDesk 6.0.0. should it not read 6.0.2?
SD+ can't see installed Windows Server software.
Even though SD+ detects a Windows server OS, it doesn't add it to the software collection for that machine. Why is this?
resulsts from inventory scan
after running a network scan to update the machines on the inventory lists I've found that some of the info thats coming back is wrong I've attached a sample of my machine which has 4 GB of RAM, according to SD I've only got 3MB ? Not that this is a major problem, but it would have been handy when using the advanced filters, to pick up on low spec machines on the network
Request templates
Dropdown for request templates is not visible for requesters, only for technicans. Running 6000, maybe it's fixed in 6002?
SD plus V6
Hi upgraded to new 6 version, We now have problems. The ones I know of at the moment are 1. Merging calls bombs out with a HTT status 500 error. 2. We cant search for closure categories even though they exist it doesnt find them. Also I would like to bring up that I have requested a pick list for closure categories since we started using this software. I even had other people reply to my post agreeing this would be a good option. I even think one of your team said it would be good. I cant believe
Find a word in the "Contents text field" instead o
I need to find all solutions where a certain word is used in the Contents text field. I can only find a keyword, if this keyword is used with a solution. But what if I placed this word only in the Contents text field? I don't see this solution if I search for it. Example: I like to find all solutins where the word "mail" is used in the Contents text field. Now I only see the results where the word "mail" is used as keyword. Is this correct? Or Am I doing something wrong?
AD User Import Feature Request
It would be very nice if the AD user import allowed for filtering. Example: I only want to import users who are members of a certain AD Group. This would be a nice addition and should not be difficult to implement. Allow the admin to specify a filtering attribute string after they select an OU to import from. In my example above I would select my OU with users. And then enter my filter "memberof=CN=MyGroup, OU=Groups, DC=test, DC=stuff, DC=com" AD allows for some very specific queries, it's a shame
Unpicked Request Bug
This bug exists prior to SD6, and we hoped it would have been fixed in this release, but alas it hasn't. The "Send notification to technician(s) when a request in this group is left unpicked" doesn't honor the business hours and holidays schedule. We get "Unpicked" notifications even on weekends and the middle of the night. We would like to use this feature for help desk supervisors to make sure requests don't go unpicked for too long during business hours. In its current form, this feature is unusable.
Unable to delete a solution
I am unable to delete a solution. The "delete" button does not appear next to the solution (see screen shot). I have admin privileges. Please advise. Thanks! Carolyn
Allocate Assets While Importing from CSV
I have an Access database that I have been using for more than three years to maintain records on IT procurements. I have created a macro with a number of queries and the TransferText option to create a CSV file and populate it with the purchases I consider assets. When I run it the first time and import our assets from the CSV file into SD+, it will transfer (at present) 2387 items. Each subsequent time I run the macro, it will only identify assets that have been received since the previous run
Initial Set Up - Completed Issues Help
Hi, Im just doing the initial set up of Service Desk and some testing and wonder if anyone can offer any advice? Once an issue has been closed it obviously appears in the completed view. Say then that the requester sends an email on that request, for instance if they're not happy with the response. Is there someway that the status can be changed? We do not particularly want to switch on technician notification emails as the support people are sat looking at issues and dont want emails all the time.
Requestors as Technicians
I am running SD+ (Build 6002) After doing an AD import, I am not able to promote a requestor to be a technician, after clicking on the link for a specific user, it brings me back to the list of requestors. All I want to do is once I have imported the users, all users will be listed under Requesters page. Click the user who is a technician and choose Change <username> as Technician option. This will move the user to Technicians list. Any help would be useful, I do not want to go back to version 5.5.
Logo on Topics page not appearing
Topics page not showing our logo that we have on header or login page. Is there another setting somewhere? http://hqsvlap04:8080/sd/showTopicDetails.sd?id=306 Thanks. Michelle
Active Directory & Service Desk Integration Question
Hello there, When creating a new request in ServiceDesk, after filling in the requester (which is pulling from AD), the fields for Phone Number and Department are auto-filled in the "Requester Details" section. We're wanting to use the "IP Phone" field in AD (under the telephones tab) as a spot for the computer IP address. Here's my question - is it possible to add a field in the "Requester Details" section of the request form that pulls info from the "IP Phone" AD field? The goal is for the technician
Categorys
I have noticed with the new release that there is the option to have sub-categorys and item fields when logging calls. We do not need that function and would like to only have the top level and possibly the sub levels only. How can I turn off the item field? thanks Pete
Send notification to group
I created some groups in SDP and I set parameters to send email notification to technician assigned to group and reminder notification as well. The reminder notification is not working what can I look at to fix this problem.
Ticket time and server time
The ticket time is not in sync with the server time. It seems that the ticket time is GMT and we are -6 GMT. How do we fix this.
All Department Requests
I have set two users for the same department. If I filter for "All Department Requests", both users can see the list of all requests, however, they can open ther other user request to show full information. How do I enable it? Regards,
Can't start SDP 6.0
Has worked for a week and now will not start, have moved to another server and still no luck CPU goes to 100% when the service starts until it stops
Frustration with categories
I have been trying to add some additional subcategories and items but constantly get the issue where nothing happens when you hit the "save" button. I just tried deleting another sub category after trying to add one all day, the deleted category was marked inactive at first. When I then tried to add the other category again it worked but the category I deleted came back as active again 1. Is there a limit to the amount of categorys, sub-category's and items you can have. 2. Can you explain the above
Initial Setup - CSV Help
Im doing the intial setup and have a list of requesters that I've created as a CSV file. After selecting the various columns and clicking import, I get a HTTP Status 500 error. When I check, it has actually imported about 15 users but errors after that. It's being installed on Windows Server 2003 R2. Any help would be appreciated.
Email problem - The given from Address is invalid.
Good morning everyone, i'm trying to configure an action for App. Manager to send a simple email but when i press the Execute green arrow to test it, i'm getting the following error :"The action TEST EMAIL has failed. The given from Address is invalid." In the admin options, my SMTP server is set with a working email, then for my specific action, i'm using an email on an another email domain. But i can't make it work for some unknown reason. My "from" email is working for our other monitoring consoles
Change Management w/SD Plus
How is everyone using SD PLus to implement Change Managment? Thanks in advance. Invision
Reporting and new version
Were there any changes to the database schema with the release of V6? If there was I can then update my links etc.. in crystal reports. thanks Pete
Notification problem
Here is the sla setup i have at the moment. for some reason there is an extra ( at the end of prority why is this and how can i stop it? is it to do with the "<" that is setup to describe the SLA? as it used to work. SLA Aragement Email Tech Recieves (same problem with requestor) Notfications
Importing information from AD
Although SD6 made the changes to allow selective information get import from Active Directory, but it seems to me it only works for 'Requestor'. When I import from AD and select 'email' only, the 'Requestor' behave correctly but 'Department' information still get populated across, not to the 'Requestor' but to the 'Department'. Not sure if there is a way to stop populating 'Department' information from AD or not. And, are there anyway to perform a 'bulk' update to 'Requestor' say update a list of
NOTE to technican
Requestor can submit NOTES to technican, but the technican will only receive an email saying there is a NOTE for a particular log number, and they need to go and search for them log, open it and look for the NOTE. Will it be easier for the technican is we can customize the NOTES to include the URL link of the log in order to make the whole process more efficient. KL
Insufficient audit for the approval process
SD6 has got approval function in it, but the problem I can see is both the approver and the technican can approve the request, and there are no audit showing 'exactly' who approved it. KL
automate data backup
Is there any way to automate data backup? Thanks! Carolyn
FeatureRequest: Enhanced WO-States
Maybe you can integrate in one of your next releases some more possibilities for the Ticket-State. I really would like to see two "closed" possibilities (as maybe somebody already seen in OTRS). - closed successfully - closed unsuccessfully This maybe helps in analyzing the requests... At present it's possible to edit the states. But i'm not shure if its possible to create these items in the current release. thanks F.
Multi department request form
I work on a technical support desk for a mobile phone company in the UK. We're currently trialling service desk plus for use as an internal helpdesk system. We have got it running exactly as we need it. However things have changed and I have been told that the new system will have to accommodate our billing department. They also receive internal requests through an existing system. The problem is Billing have their own requirements in the way of custom additional fields such as account numbers etc,
Requestor gives approval if the given solution is acceptable
After the technician solves a problem, the requestor will check if the solution is OK. If his problem is solved know, the requestor will need to close the request. Is this possible in the current 6 version? Or can only the technician close a request. If so, is there a workaround known.
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