Help deleting request via
Hi. I have a request that entered in an email loop and got really big. I cannot delete it from the interface and I don't have MySQL knowledge. I would really appreciate some step-by-step instructions to delete it via command line. Thanx, Cris PS Kevin, I believe it's more useful to get instructions here as my schedule is really hectic and I don't know when I can be available for an online session.
SDP 6 Online Demo
Is there an online demo of version 6?
Licensed Inquiry
How may additional workstations will be added if we buy a licensed? Some of the computer in the Active Directory can be scan but some are not evethough it is switched ON. What do you think i should do?
have domain name preselected
Is there a way that I can have all logins forced to a specific domain name rather then the user seeing a drop down list when using AD integration? Thanks Greg P
Email all replies?
Is it possible to email all replies to a designated person without having to manually enter the email address each time? As a manager, I'd like to know about all traffic on a ticket (from the submitter and the technician) as it occurs without having to go to the site, pull up the ticket, expand the conversation and read the replies there. is it possible?
Requester not receiving email when ticket is updated
When I update a ticket via email response, the response gets appended to the ticket, but the requester never receives an email stating their ticket has been updated. When I update a ticket via the web, the response gets appended to the ticket, and the requester DOES receives an email stating their ticket has been updated. How can I get SD+ to email the requester when I update the ticket via email?
problem in SD+ 6 sub category and Item
When I put sub-category and item not checked (the user can't be seen the combo box), I have a javascript error when an user would create a new request. And it's impossible to create a request. The javascript error message is join in this topic. Thanks for your help
Replies/Resolutions do not allow for input in Firefox...
I have been having issues recently with Firefox 2.0.0.1, where if I am adding resolution to a request or trying to reply, at some point throughout the day while my browser has been open all day, the text boxes do not allow me to enter text & will not until I close all instances of the browser & re-open. On replies, it also fails to insert the request details/replies....so when that happens, I KNOW I will not be able to reply to the requester until I kill my browser. Has anyone else had this type
email - non technicians
Is it possible to have a ticket email to a group of people that are not technicians? I would like to have the ability to enter a security request on the ServiceDesk and have it mail the information to non-technicians that also have to deal with the request. They would be users on the account, but not technicians for the SD+.
No response received from workstation...
FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist. For one specific machine we are trying to scan we continuously get this error. The machine is on, and working. I am logged into it and running the scan from the machine itself. The Windows Firewall is off, antispyware programs are off. Antivirus is off. I have checked numerous other threads here with no luck. I have tried scanning the machine in domain mode, and in network mode. we are
Error in Request
hi, when i try to add a resolution to this Request or go to history i recieve the following error and the screen is blank. Do you have a solution for this? best regards
Acitve Directory fields that re imported into ServiceDesk?
Hi all, I'm trying to import our users from AD into ServiceDesk, is there some documentation on exactly what fields are imported form AD to ServiceDesk so I can populate the correct fields in AD to update ServiceDesk. Any advice would be great. Thanks John
Requestor-Technician binding
Hi, Would it be possible to assign requestors to technicians automatically. That is when a certain requestor adds a request one or more technicians(pre defined set) are alerted and assigned to the request. Thx Sijbren
Problem importing users from Active Directory
A few weeks ago, my collegue reported a problem in SD+: we were unable to import users from AD. This problem was reported via mail, and my collegue had contact with someone from SD+ via phone and mail. The SD+ support rep also took over the screen with a Webex session. A test OU and a test user was made. The SD+ support rep was unable to solve the problem during the Webex session. Finally we sent a log file for further analysis to SD+. I think this was over 2 weeks ago. Since then, there hasn't been
File DSN to Service Desk Database
I am attempting to create a File DSN to connect to the service desk data so to be able to enquire using VBA everytime I try to create this using MySQL ODBC 3.51 Driver I get the following error message "A connection could not be made using the file data source parameters entered. Save non-verified file DSN?"
SD+ startup problem
I have a problem with SD+ start during system startup. SD+ is not started. wrapper.log gives me following lines: STATUS | wrapper | 2007/02/10 09:31:07 | --> Wrapper Started as Service STATUS | wrapper | 2007/02/10 09:31:07 | Launching a JVM... ERROR | wrapper | 2007/02/10 09:31:36 | Startup failed: Timed out waiting for a signal from the JVM. ERROR | wrapper | 2007/02/10 09:31:36 | JVM did not exit on request, terminated FATAL | wrapper | 2007/02/10 09:31:37 | There were 1 failed launches in a row,
recurring tasks
Hi there, Is there a way to set up recurring tasks? Example Every workday 13:30 I want technician XYZ to be assigned the task "change backup tapes" and notified via email. RGDS Chris@nqld.net.au
Request id
Hi Request ID counter after number 39 start with number 301 ... (?) regards
design problem on sd+ version 6
I have a graphical problem since this morning. My top background picture is white and I can't see the selected menu. And I can't import my logo into the general settings. I obtain this error : FAILURE :Exception while LOGIN LOGO settings Please report the problem to the system administrator, with the Error Code - 1,171,288,700,034. Can you please help me as soon as possible. Thanks Gilles
adding more values to the search tool
Is it possible to add 2 values to the search fields in the request list? i tried some stuff but none would work we are trying to find a solution to see open and onhold requests in one view. i tried "open" & "onhold" and a few more. i wonder if this is even possible Felix
No data available to generate report.
Hi there This is the message I get when I try to run any report "No data available to generate report." But if i schedule a report I get data, does any one know what is wrong here
Additional Purchase Order Fields
We are trying to go to an online purchase order system but we can't figure out how to add additional fields to the form. We need to add info such as in-house accounting codes to the POs. Without this, we have to remain with the old paper system. If this is not a feature now, will it be anytime soon?
question about MSSQL on SD+ 6
I would like to install SD+ 6 with a MSSQL database, but I have no error but when I start http://localhost:8080 it said "the page can't be dispqyed". What are the parameters with a local instance of mssql : what is the server name? What's the username, the password? Can you help me please? Can you descibe me each steps to install sd6 with MSSQL? Thanks
Service History for Assets
I am evaluating SD+ for use in a helpdesk/inventory/asset tracking situation. So far I think it is great, but I have a couple of questions... How can you track service requests regarding printers, scanners, and other accessries (which may or may not be assigned to a specific user)? It seems like all of the service request options are centered on "workstations" and not on devices. How is this being handled in your environment? How is it possible to view the service history for the varying devices
Require Resolution to close ticket?
Can you Requre the tech to put in a resolution before you can close a ticket?
testing SD+6. NO DATA!
So i've just installed a test of the new version 6 of SD+. And i log in, and there's no data (requesters, requests, config setting etc) from the old version. If i try to restore the data from an old backup, i select the file using restore.bat, and after 2 or 3 seconds the command window just closes, no error messages or anything! am i doing something wrong?
Drop down menus - Dependencies
We are currently looking to migrate from a product called PVCS Tracker. In that product, we currently have a form in which we have drop menus where the contents of the menu are dependent on what is chosen. For example: We have Application drop down which options include : Oracle Windows Notes Based on which of those you choose, the next drop down called Issue Category would have options based on what is picked in the previous drop down Application. Is doing this possible in this product? Thanks!
Email to non-technicians
Is it possible to send an email to a group when a group request is created - and have the group include Non-Technicians? I have need of utilizing the ServiceDeskPlus to notify technicians of security requests, but the requests must also be processed by non-technicians on the account.
SD+ Network Setup - HELP Please
I am trialing ServiceDesk Plus on our office network but am having troubles getting any pcs to see it over the network. The program will work on the XP machine it is installed on, but I can not get any other PCs to access this via the web. We are running a Novell Network 4.91x at one of our sites which we will be eventually upgrading to a windows/ exchange network, but for the time being this is the last site on novell =- but the site where IT is based. I Initially installed ServiceDesk plus on a
Sites
Are there any plans to build something into the inventory screens that will break the assets and software lists down by sites. We would not want the remote sites to be reported on under the same audits as our main sites and feel that being able to stipulate a separate site would offer this.
Set default request view
Hi, I'm wondering if there's a way to set the default view (filter) in the request list. It currently defaults to "My Open Requests". Thanks. Peter
Query for adding data
I added an additional field called "Division" to the workstation details. I want to input a string value to that field for every workstation in my inventory. The input string needs to be based on the department that the user assigned to the workstation is in. For example: Computer name: LAPTOP1 Assigned owner: Bob Smith Dept. of owner: Executive For each workstation who's owner is in the Executive department, set the value of the "Division" field to "Corporate". I'm not sure if this is possible,
Query Reports
Is there a guide somewhere to assist with the creation of query reports? The documentation doesn't mention. I am assuming that these are SQL queries; however, with all of the available tables, it could be quite time consuming to create a query if you don't have an understanding of the database relationships.
operating environment
We are evaluating your product at this time and are thinking of using it. I see what you min. requirments are for runnig this software, but what are most peolel running this on? What would you recommend? Obvoiusly the faster and more you have the better, but what is common for good performance from this software. processor speed, ram, disk space?
Audit Settings DOES NOT save!
The feature just doesn't work at all! Saving the settings appears to work...you switch to a different link, go back to Audit settings, & they revert back. Anyone else have this problem with Build 5506?
Close incident without resolution
You should not be able to close an incident without entering a resolution. - How do we make this mandatory for our technicians?
Requestor email replies not attaching
I have already worked with Support on this but I also wanted to add this to the forums since support has not been able to resolve this yet after 2 webex sessions and multiple phone calls. When we create a workorder and the technician sends a reply to the requestor asking a question, the requestor receives this email just fine. However when the requestor replies back to the technician, this reply does not get appended to the conversation in the workorder. Our POP and SMTP email settings are setup
Require Resolution to close ticket?
Is there any way to require a Resultion to be entered before a ticket can be closed?
TimeSpent Query Report
Hi all! I need a query reports that gives me the following information: RequestID, Requester, Title, Technician, Created, Completed, TIMESPENT I need the report separated by groups and the custom reports although gives the timespent report, doesn't have the group filter. I use MySQL and Linux. Tks a LOT. Thaiz
Problem with Categories & Sub-Categories on SDP Version
We've been experiencing problems with the Categories on SDP Version 6.0. I thought it was on my end until I tried the same thing on your demo site and I experienced the same problem. On your demo site I added the category "E-Mail", and sub-categories "webmail" and "Outlook". To those sub-categories I added the items "Can't Login" and "Experiencing Errors". When you open a new request, select the categories and the sub-categories, then try to select the Items, the Items are not available. The browser
Next Page