BUG: Print Preview function causes error
This is to formalize the issue brought up to AdventNet during my webex session. A user reported that in trying to access the Print Preview function (Under Actions on a ticket), an error was reported. As per Ankit's request, I'm submitting the IE version number and a screen shot of the error. (I was unable to replicate the problem in my workstation while on my webex session) Justin
How to stop SD+ from automatically added a requester via ema
Hello, Is it possible to disable adding requesters automatically from email request? All the spam the mailbox gets is being added as a requester. Thanks, Dave
FEATURE REQ: Business Rules with relational decisions made
The problem: We have users who are located in offices around the world. There are techs in many of those locations. They would like to be notified/assigned a ticket when a user from their site submits a ticket. Analysis: - There doesn't appear to be a way to refer to a user's location on an individual basis. You can have someone in a department that has a location mentioned in it, but that's rather tedious to set up, as departments span locations. There's no way to determine a department of a person
Documents
Is there any way to have a documents section in service desk instead of attaching them to solutions...ie having a FAQ are or other important documents but instead of attaching them to a solution??
How can I view "additional comments field" in user
We send this surveys but I dont know how I can view the additional comments field.
unable to scan a machine over the domain
I am unable to conduct a scan of a PC on my domain. The following error is returned after a few seconds: FAILURE :Connection to RPC server in the workstation failed. What is the fix for this error?
how to Enhancement main pages
hi guys, can you help me how to Enhancement main pages in service ServiceDesk Plus | 5.5.0 rgds echo
Underlying link is wrong - TD
A client of ours mentioned that they couldn't use the link to get back to the portal and see her account. We renamed our original link http://abc.companyname.co.uk:8080 to a more "memorable": http://servicedesk.companyname.co.uk:8080. The text in the outgoing email message shows: http://servicedesk.companyname.co.uk:8080/WorkOrder.dowoMode=viewWO&woID=294 but the actual hyperlink it contains is: http://abc.companyname.co.uk:8080/http://servicedesk.companyname.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=294
How to acknowledge request closure to group
How to acknowledge request closure/change to other requesters than the request owner ? -- Piotr
Survey report
We upgrade to 5500 and we can not see the results of a survey. Wen we try to see it we get this error (see attachment). Thanks, Jordi
What happened to the notice to requesters at ticket assignme
In 5500, there is no longer an announcement that specifically is sent out when a ticket is assigned to a technician. During a webex session with adventnet, I covered this. However, a technician being assigned is considered an UPDATE, and there is a triggering notification for that. But, the message for an update is generically worded for an update - ie. Your ticket ##1234## has been updated, please see this link for further details, etc. Since we don't send mail upon receipt of the ticket (due to
Automatically Assigning New Requests
Is there a way to automatically assign incoming requests to Groups based on the requests Category?
Closing a case without notification
Is it possible (or is this a wishlist item), to close a request without notifying the requester? There are some occasions where we don't really want to alert the client to the fact that the case is being closed. It might be that only admin technicians can perform this and a comment has to be added when it is closed this way.
firefox error
We keep getting this error for firefox users
Issues with upgrade to 5500
1) Action items within the ticket are haphazardly located in the upper right hand corner 2) Scheduled reports. The system will not allow me to set up a open ticket report. Keeps asking for a date even though I have entered one.
failure of domain inventory sdcan
I am unable to scan a PC on my domain. I get the following error after several seconds: FAILURE :Connection to RPC server in the workstation failed. Is there aWindows service that I need to enable? What is the fix for this condition?
Several Problems
First problem is I cannot get the SMS messaging to work for any of our technicians. The 2nd problem is that I upgraded to 5500 and now am getting the exception error.
Some requests
Hi, I'm trying SD+ and it seems it works very well. I want to suggest you some features that to develop your product: 1. it should be usefull the feature that can automatically schedule reports and send to a mailbox. 2. the possibility to check who and how many users a tecnicians are online 3. the possibilility to extract statistics about everyday connection e disconnection of a tecnician. Thanks 8)
delete unused Windows Domain in Domain list ?
Is there a way to delete unused Windows Domains in SD+ ? We have more than 150 unused domains in SD+, but only use one for our users and inventory. In Asset Management, Windows Domain Scan, we can only delete domain one by one. Christophe
Requesters can edit and delete announcements
It appears that under 5500 (didn't check older versions) that requesters can get in to view all announcements, and even edit or delete them!!! Additionally, one of our requesters found that when you try to set a permanent announcement (until forever), uh, forever is 31 Dec. 1969, presumably just before epoch... (1 Jan 1970) This needs to be fixed, especially the announcements tampering... Justin
SERVICEDESK SUPPORT: Re: [Request ID :##38119##]
Well up until two days ago I was extrememly impressed and happy with all the support I've recieved from all the crew at Adventnet. However, when trying to perform the upgrade to 5.5 we ran into some errors that pointed to a corrupt database. This stopped us from upgrading and if we did try to upgrade, it rendered ServiceDesk Plus totally unuseable. The guys from support contacted me and had a look at the issue, took a copy of the database to repair. Up till that point, I was still happy. The problem
surveys
The surveys dont appear to work for us, they are setup to be sent everytime a helpdesk request is closed. all the requesters have there emails details entered into the database and they are recieving emails telling them there request is open, on-hold, closed etc, Any Ideas?
Maintenance Features Request
It would be nice to see a few features that would facilitate the day to day system administration. These are 1: Schedule a daily backup with option to ftp the file to a server 2: removal of log files older than n months / days (logs are getting very big) 3: compressing remaining log files older n days 4: archiving data older n month or giving a time span. 5: add functionality for archieving or removing historical data Any plans to provide such functionality?
Java Script Errors ver5.5
I am getting a few java scipt errors with version 5.5 Basically all pages display an error (indicated in the browser lower left bottom) but opening the Request Page from the tab shows the following message. Exception occurred when executing post invoke script setSearchTitle('Search','Go') Msg: Object expected. cant give version 5.5. to users that way. Did also restart browsers. IE6
BUG: Putting a 'z' (lower case) into the ticket description
Okay, here's a REALLY weird bug. If you create a NEW ticket with a letter 'z' as the leading character (either by email submission or by typing it into the description field of a ticket) you get an error. If it was sent by email, if the first character has a lower case z, it will NOT create a ticket. If it was submitted by web... typing a lower case 'z' (anywhere) gives the error seen in the attached screenshot. Any more really weird surprises? :-) Justin
Stack Overflow at line: 1706
I am trying to add an asset to SD+ 5500. When setting the acquisition date, I try and select a date from 2005 and I get the error message Stack Overflow at line: 1706 3 times. I also get the error message on expiry date if I select a date outside 2006. Any Ideas?
Type Software Maintenance
I would like to create different type of sofware: Shareware, freeware, demo software etc... But I not found the maintenance of the type of sofware. Thanks Michel.
CPU running at 100% for Java after trying to open Solution
Hi, my CPU is running at 200% (100% but 2 CPS) for the Java Process and the system responds very slowly. I noticed that after clicking on the Solutions Tab the CPU utilization remains at 100%. The solutions page itself does not load anymore and there must be a bug in it. We allocated 512mb of shared memory to service desk. it is the only application running on the LINUX, Fedora C5 server and I have changed the memory allocation for java in the run.sh Xms256m/Xmx512mb. Need to fix this urgently. Thanks
Close a request
Hi, I am trying to test trial version on SD+ 5.5. I have some questions about the access permissions. I make a role name call "SDhotline" which has "View", "Add" access level. When one member of this group made a request, I suppose the hotline can't Edit and Close the request. But when he/she go to "Actions"=>"Enter Resolution" which has "Save and Close" button to let him close this log... Please help. On the other hand, Is there any change management product or method on SD+ Thanks for help. Alan.
Firefox browser unable to type text into Reply the Requester
With this new version (5500), I'm unable (in Firefox) to type in any text in the Reply (to the requester) details section of the screen. I had other problems in other details entry screens on occasion. Can this be rectified? I've never had problems like this in prior versions of SD+ Justin
Did not mean to spam
When writing my post Purchase Order & Contract Management Show Stoppers, I got an error. I didn't realize that I submitted three times. I am currently running IE 7.0 Beta 3. Please see attached error message. Again sorry about that, Justin B.
Cannot Delete Status
Is there a way to delete a Status. We have defined a status but no longer wish to use it anymore. The status is not used in any request anymore, but I guess its referenced somewhere int the request History, hence I get an error message when trying to delete the status. Thanks Alex
Technician login and Active Directory
I am currently evaluating your servicedesk plus and i have a question about the login. I can see that the system will allow you to use AD as authentication method for login, but when you do use that the user is logged in as a requestor, the admin is logged in as the admin. Is there any way to tell the system that certain users are technicians, without the techs having to remeber another username/password just for SD+ ? thanks
solutions database and closing
I am just testing the entering resolutions into the latest release of Service Desk and notice that we can now enter a resolution and close. That is fantastic and is something I and my team have wanted for a long time. THe minor issue i have noticed is that there is not the option to save to include resolution in the resolutions database and close at the same time. Could this be included? Perhaps just a tick box?? thanks PEter
can i import my asset register? .csv/where can i manage S/W?
hi, I have 2 questions I hope you can help with. 1. can I import my current asset register that is stored as a .csv file? 2. where do I go to specify which software is managed, and then see if I an under/over licenced? Thanks Andy
Missing Time Spent Data
I updated my helpdesk software from version 5010 to 5500 today. While looking around at the new features, I noticed that the 'Time Entry' portions of the requests that we have done both presently and in the past is gone. My IT Department keeps track of its time utilizing that data and it is imperative that we get that back somehow. We backed up our data and can go back to a prior version, however I would prefer to keep up to date with the new version. I would really appreciate some help getting my
Archiving
Could we have a request archiving feature please? Basically a second level of "closed". This would prove useful to save cluttering some of the views with cases that are so minor or maybe repeated that it is unlikely that they are relevant any more. However, keep them available in the "archive" so that they can be searched if necessary. I say this having seen how we are starting to amass similar requests for the same thing. If we can mark one definitive answer as "sticky" and let the other archive.
Email Announcements
Hi, I would like to know if it is possible or if it could be included in future releases for System Announcements to be sent via email as well as included on the interface. We have a global address list associated to one specific email address and if the announcement could be sent to that one email address as well all my users would get the announcement straight away rather than waiting till then log into the servicedesk system. Any thought would be greatly received. Many thanks, Ollie Wright.
Department head role
Hi, Can you tell me when the Department head role for requesters will be ready? I was expecting it in this latest release.
Merge doesn't assign the technician?
I could be wrong, but I noticed this morning that where a response from the user becomes orphaned from the original thread, if I merge and reply to the remerged email, the technician field in the response is empty.
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