Old requests look funny
Hi, Another problem with the 6.0 release (it seems we have a buggy one :( I updated from 5507, now the old requests made from the web interface look something like this: "<p>....text.</p><p>...text. Do you have a solution for this?
Questions about installing SDP6
I have recently joined a new compnay using Service Desk Plus 5.5.0 Build 5004 and have been told to upgrade to version 6. Now this creates a few problems as i have no idea how the sdp was setup in the first place. I have downloaded and scanned through the admin guide pdf available and have tried to install sdp 6 on a virtual workstation to test if it works from a clean install. Reading the forum i get the impression that i need to upgrade to build 5507 before going to version 6 but am unsure so i
Free version and MS SQL Server?
Can I use the free version with MS SQL Server?
Category List Not Showing in SD6
I just installed the update from 5507 to 6 and everything seems to be working correctly BUT in the request form there are no categories to select. Even though we have categories setup the requester can not see them or select any. I did flush my cache out before I logged in again also. Thanks! -Brandt
No Longer fetching Mail after upgrading from 5507 to 6000
I can't seem to get the Service Desk to pick up emails from the server this morning. I upgraded from 5507 - 6000 yesturday afternoon, and since then it hasn't polled anything. After a quick search on the forum here I tried the "Stop Emails, Stop SDP, Start SDP" method, but still no joy. When I look in the serverout0.txt I see the following: [09:36:43:046]|[03-06-2007]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|: MailFetchingTask instantiated. | [09:36:43:156]|[03-06-2007]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|:
new vendor input fro non admin user
Hi to all Just checking the new service desk before updating# is there any way to all a non administrator to add a new vendor ???? Thanks Paul
SD 6.0 error message=> "Exception: [object error]&qu
Our Requester experience this error once they click "add request" button. They cant send requests now when we migrated the application to SD 6.0. . I already clear all browsing history of IE7 same error occured.Please help!
ReleaseDate for SD+ Patch?
Hi there, i have mentioned several errors here and i have also mailed some to support <at> servicedeskplus.com. One final Question: By when do you plan to provide a Patch to fix up the first errors?
How to manage time spent
I need some to help me with how they keep track of time spent. Our current system gives us nothing right now. One of the reason I would like to switch is because of the reporting. A ticket is open and sits in open status. A tech starts the ticket and time is kept unless marked as closed or on hold. The problem I have is there is no time spent listed on ticket details. The only way I can see the amount of time spent is to close the ticket and then go back and add a time entry. This was the case in
Editing Inventory
Hi I am running the inventory and it is excellent, but we would like to get one more thing back from the computers. When we import them into our NDS (we use Novell) we use the environment variable to decide which container to put them in. Would it be possible to edit the inventory to bring this detail back as well? EG: [HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Session Manager\Environment] "classroom"="f38" Thanks Charlie
Scanned software export
I need to be able to export the output from the scanned software page in the inventory module. The custom reports does not seem to have a way for me to do it either. Any ideas?
Asset management
Greetings Is there any possibility to connect "Locations" from help desk configuration section with Asset management section ? There is option "location" in new workstation and new asset general info but it`s only one line in workstation and combo in asset with options "domain, user,workstation" and i also need to connect workstation with exact branches location in my country which i`ve already configured in "Locations" Regards Bart
block catagories from end users
Does anyone know how I can block some catagories from our end users but view them as a tech. We are getting ready to roll out the user side and allow them to enter tickets but I don't want any confusion on their end. :D
All my issues fixed by removing all mandatory fields
After removing the mandatory from all request fields I have so far had not a Single error of hiccup. This includes Categories Adding, Updating and Closing requests Adding resolutions
Scan not finding all of the OU's
When we do our import from AD for importing our users, It is not finding all of the OU's the users are in. We have over 100 OU's. Is there a limit on how many it will display for importing?
SD 6.0 MySQL Data to MS SQL
Urgent! Have upgraded to 6.0 no problems. Changed database to MS SQL no problems. Logged in, no data! Reset to blank. No problems. Restored data, from before upgrade and there is no data still! Change database back to MySQL and the data is all there. How do I get data into MS SQL so I can switch database servers? Cheers Damien
Unable to log out and No categories as well
We just recently updated from 5.5 to SD 6.0 and noticed that there are no categories to select. Even though we have categories setup the requester can not see them or select any. I also noticed that after the upgrade the log out button is not longer function. You just keep click on it but noting happens and to log out you have to click on X button.
Updating mandatory fields doesn't update current requests
I've taken off all the mandatory fields to try and get some more reliablilty and stop all the errors but all the current requests are still asking for these fields when trying to close them. The actual issues is that none of the editing buttons work sometimes when trying to update and close requests
Scan not finding all of the OU's
When we do our import from AD for importing our users, It is not finding all of the OU's the users are in. We have over 100 OU's. Is there a limit on how many it will display for importing?
AD user scan
Is there a way to have the AD autoscan scan more than oncc a day. Like every hour or 30 min?
I'm using SD+ 6.0 in a production environment
I thought this topic might be of use to some people who are on the fence about this upgrade. Overall, the application is working well in my environment, with no issues causing stoppage to work. I use these modules: Requests Solutions Inventory Contracts Reports And these features: E-mail fetch E-mail notification SLA Business Rules Survey AD Sync (Scheduled) The upgrade has had some minor issues: Problem: Many requests would not render the add time section following the upgrade. Fix: Connect to the
SD+ 6.0 Error: "Add Time Entry" is not working for
I have found a Workorder where the "Add Time Entry" Button is not working. I've got some Error-Message in the Browser-Status Bar: Line 2818 Type 1 Error Object expected Code 0 I can't see any difference between the WO's. Maybe you can work with the provided Error-Message? thanks Florian
Add Note "focus"
Hi Chaps i've just upgraded to 6.0 and noticed that now when I add a note to a job the focus doesn't automatically switch to the note's text box, so in order to fill in the note I have to first click into the text box. I know this is a minor thing but is very frustrating as I often start to type before I realise it isn't actually going into the box!
SDP 6 Things
In purchasing you still have to assign the SDADMIN role to somebody if you want to use the purchasing efficiently. With full access to Purchasing you still cannot add vendors? I'll post more when I think of them
Is anyone else having reliability issues with 6.0
At least once a day so far I have had to restart SDP to allow us to log or continue to work. Symptons so far are 1. Not being able to login, just get a blank white screen 2. Not being able to finish editing or updating requests 3. Not being able to edit categories, see previous post 4. Not being able to start the SDP from the batch file included, have to manually start the service 5. Not being able to start SDP without shutting down Opmanager on the same server. 5.5 was so reliable, never had to
Password Reset
Using ServiceDesk 6 with MS SQL database without Active Directory integration. I can't seem to find a way to force a password change on first login although table aaaPasswordProfile seems to provide a way to do this. Changing the PasswordProfile for a user to 1 for example has no effect and is ignored by SD. The data in aaaPasswordProfile is as follows: 1 Profile 1 15 3 0 5 True 2 2 Profile 2 -1 -1 -1 -1 False -1 The second last parameter (True) on Profile 1 is CHPASSWD_ONFL which to me implies change
Apostrophe in request Subject (java script error)
Hi, We have found that an Apostrophe in request subject line always causes page errors and prevents users/technicians updating requests.
SD6 Server utilization
Hi! Right after server starts CPU usage jumps from 5% to 90-100% I'm using MSSQL as database which also starts using a lot of CPU after SD6 starts. Java.exe and MSSQL are the only consumers of cpu time. What could be the couse of this behaviour? Best regards, Karlo
Adding a queue not working...
Hi, With a fresh new installation, I try to add a queue and it doesn't work. With Internet Explorer, it says "Error on page." Is there a fix? Thanks, Pat
automated backup
Can you give me any hits on automating the backup process. I looked at the backupdata.bat file and looks like its doing more than just a simple database export. Am I wrong? I am running MYSQL database I would like to move it to MSSQL but I was unable to do that with build 6000. Also If I do just do a mysqlexport does that backup everything or is there additional files I should backup as well?
Technician Role Permissions
Good evening, I am utilizing SD+ 6 in my organization and need better clarification of what the roles permit technicians to do to requests. Is there a list somewhere? For instance, there are Edit permissions and Full Control permissions. I can't distinguish a difference. I would like to give some (limited) users the ability to change due dates without making them admins. I would also like my help desk personnel to be able to make edits to their tickets, but I would like to prevent them from reassigning
AD Sync?
Hi Chaps, I notice that the requester import from AD is still just that, an IMPORT, I thought this was going to be an automatic sync? If so when is this feature coming?
Assigning a request to multiple groups?
Hi, Is there a way to have a request assigned to multiple groups? For example, a request needs to be handled by the Server group and a network group. I don't wan't to fill two different request... I need it to be available for those two groups. Maybe something like sub-request? Needs an answer fast... Thanks!
Location details
Is there a way to add information to the Locations ? I'm interested in using ServiceDesk, but need a way to track network information. Location's IPs, ISP info, etc etc. Any info would be appreciated. Also, what language is servicedesk built in and is the source code available ?
Embedded Images/Attachments in Email Requests
We are using Version : 5.5.0 Build Number : 5507 If a user pastes an image (i.e. a Print Screen of an issue) and Paste that into the body of an email message that they submit for a request, then Image does not appear as an Attachment in the Request in ServiceDesk.
Adding Description Field to Reports
I would like to run a report that includes the Description field, however, this is not a current option in the list of fields. Is there another way I could gather this information in report form?
User survey link configuration
Is it possible to change the link that is sent to users? I publish my site with an external DNS name, but it's using my internal name as the link. I'm using SD+ 6. Thanks, Christian
Log a ticket from OPM
WHen I integrate OPM to SDP, and then try to make a Ticket profile, none of the data is shown in the combos belonging to Priority, Tech, etc. It works fine before I restore the Backup or in a fresh install, but right after the data restore, it stops pulling the data out of SDP. I have been unable to build a ticket profile from the very begining. Help, please anyone. Darwin
2nd Incident - AD Login Not Working!
I need detailed instructions on how to resolve this; this is the 2nd incident of same issue. First issue was resolved via remote phone support, with the conclusion that the ServiceDesk server is loosing communication with the domain controller for unknown reasons. Currently, we are not able to log into ServiceDesk with active directory username/password combos. We are also not able to log in using our username/username/local. We are also not able to log in with administrator/administrator/local,
FAILURE: Connection to RPC server in the workstation failed.
Hello all, We are experiencing the "Connection to RPC server in the workstation failed" error when connecting to Windows XP SP2 workstations when Windows Firewall is enabled. When the firewall is turned off, the workstations scan successfully but company security policy requires the firewall to be enabled at all times. I have opened the following ports on the firewall but it still hasn't solved the problem: TCP port 7 TCP port 135 TCP port 445 UDP port 445 I've noticed by looking at the C:\Windows\pfirewall.log
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