apparent bugs in Request Template feature
I created a Request Template. When I create a request by selecting the template from the New Request drop-down in ServiceDesk, the default Group specified in the template is selected automatically, but when I click "Add request," it reverts to "-- Select Group --", and I have to re-select it before I can add the request. When I create a request using the SDP API, I have a different problem. The Group is set as per the template, but the default Subject specified in the template is ignored, so the
Tech gets HTTP 500 error when applying custom filter
Build 7507. Everytime a certain tech attempts to bulid a custom filter in Request view, he gets an Apache HTTP 500 error. Simple to complex filter, same result. Others do not experience the issue. Any help?
How to attach a group of assets (PCs) to a business service?
Hello How can I attach a group of PCs (like the PCs of a department f.i.) to a business service without having to create this relationship one by one by clicking the workstation --> relationship --> add relationship. Is it possible to select a group of workstations and assign the business service relationship for the selected workstations in the same way that you can assign them to a department. (cf. screenshot) Thanks Best regards, Marc
No change data in global view
Hello, I do'nt see any data about changes in the global view. We currently have 29 changes in the list, but nothing is visual in the global view. What could be the problem ? Thanks Richard
Tabs Problems and Changes
Hi all, We experience the following issue. We have installed SD+ but every time we click on the tab Problems or Changes it comes up with an error message. Exception occurred when executing post invoke script loadTip() Msg : Class not registered Already spoken to the support guys but they think it's something with DLLs etc Anybody had this issue before?? Thanks in advance! Michel
Prevent Users from emailing in a new help ticket
I have a SDP setup that we have been using for about 3 years now. I'm using version 7508. My users will sometimes email our SDP's email address and that will put in a new ticket if there is not one already. Is there a way to prevent this? I still want them to be able to reply to emails within a current open ticket, but I don't want a new one created. This might be a little too much to ask, but it would be nice. I am constantly having to tell people not to submit work orders by emailing the system.
how to delete a site
Says it is in use by a module
Default request template Mode
Hello, support. We have a question about request modes. In our configuration the request mode in the default request template is not set (it is empty) and we set it manually for all requests whatever mode they have been received. Should / could SDP automaticaly override empty request mode by "email" if the request has been received by email? We actually use SDP 7508 and if I'm not mistaken this feature worked previously.
deleting acquisition and warranty dates?
hello, i cannot see how to delete a warranty date, or an aquisition date. can someone help?
Adding existing Groups to Sites
Has something changed in the way groups are added to sites? There used to be a list to pick groups to add, but it no longer exists. Now I can only create new groups to add to sites. Am I missing something? SD+ Build 7512 Any help would be appreciated, -S
Modifying site field from active directory does not applied in requests
SDP Version : 7.5.0 Build 7512 Windows Server 2003 R2 SP2 Standard edition We have incorrect sites associated with the requesters, so I decided to modify and correct the site field in one user id from the AD then I re imported this user to the SD, now the requester has the new modified site, but in the requests the site associated with the requester did not changed, it has the same old incorrect site, and this makes the reports showing wrongly. Can we make this field modified from the requests view..?
Server won't start
Hello, since this morning, we have an issue. we can't access the web interface. We have tried to shutdown and restart the service. We have already installed the last patch. Regards, Samir
Support for Win 2k8 R1 and R2
Currently on build 7507. We are upgrading our domain DC's to Win 2k8 servers. After pointing the AD scan at a new Win 2k8 R2 server, we can authenticate for SD access, but cannot scan the domain to add new users or assets. Do you support Win 2k8 R1? Win 2k8 R2? Any feedback on a possible solution? When will Win 2k8 be supported if not already?
Win7
Hello, Per a previous post a few months ago I reported that servicedesk did launch correctly in Win7 RC1 or RTM. (At the least with AD Auth/Pass through enabled which how I have mine setup. There is a workaround that someone posted in the thread regarding modifying a settings in your local secpol.msc). That thread is gone apparently but SD support advised Win7 compatability would be implemented in the 7.6 release. Can we get a confirmation this is still the case? It would be nice since Win7 is
Tech cannot access Requests for Group he is a member of
I have two Technicians, who are members of a group containing 10 people, who cannot access the tickets assigned to that group. The screen hangs, with no error, when they click the Request link to access. Noone else in the group has any issue accessing the same Requests. The tickets open quickly for these others and allow editing. All are in the same location on the same subnet.
contracts: increase 'notify before' period from 90 to 120 days
Hello We have maintenance contracts where we have to cancel the contract at least 3 months before the end of the contract in order to avoid that it is renewed automatically for another year. Due to this reason, setting a notification 90 days before is too short. When setting more than 90 days, we get the error message 'a notification can be sent no more than 90 days before' How can I change the rules in order to be able to set 120 days for the 'notify before' field? Thanks a lot Best regards, Marc
SD+ (7.5.0 Build 7513) Sending API call to a Pick list field not picking up the value being provided.
I have another app that I would like to send info to open a ticket using the API. I can get everything else to work except pick list to pick list. I have mirrored our group/category/Sub Category/items to be the same on both sides so that when a user selected the group etc it sends over the same value to the SD+ pick list. I have tried everything I can think of and it just doesn't work? From the other system I can have a pick list go into a text filed no problem but not pick list to pick list? Is
History not updated when attached file is modified
We have a process where a ticket is automatically generated, a report is run and the report is attached to the ticket, then closed. However, there is NO history recorded when the attached file is deleted, modified or re-attached. This creates a loss of accountability, since the report could have been modified and re-attached without anyone knowing.
sending mail to other sites
Hello, I have 3 sites who handles different requests. Some are created by email. Now I want requests from a special sender to automaticly be assign to a special que. For example: An application sends an email to SDP mailbox and the mail is created into a ticket. SDP should, by a buisness rule assign this ticket to a que, but this que is located in another site. When I try to create this rule I use the assign to que option (I use swedish version so I dont know the exact name in english version) but
Compatibility issues with Internet Explorer 8.0
We are currently running SDP Version : 7.5.0 Build 7509 on a Windows 2003 Server. Of late when a technician using IE8 attempts to create a new or edit a custom view, on pressing Save we get a Page Error 500, but if he switches to Firefox, the save works. Anyone got any ideas? Many thanks Steve Lewis
Problem with software assets / database corrupt?
When I add a new software license and edit this asset afterwards the form is not the license form but the standard asset form (see attached images). Is there a wrong configuration in the product type "software" perhaps? How can I correct the problem? Regards, Peter
WorkOrder schema
The schema diagram from Reports > New Query Report > Table Schema > Requests > Get does not match what I see if I run a SELECT * FROM WORKORDER query. In particular, the Description is missing from the diagram. Is this a bug?
Asset scan detecting removed software
One of our machines had had FrontMotion's Mozilla Firefox Community Edition deployed to it via a group policy, this install was also listed in Add/Remove Programs. This was then uninstalled, also via group policy and disappeared during a successful removal from Add/Remove Programs. However, the SDP asset scan is not seeing the software as removed, it sees no software changes on the machine. Why is it not seeing the removal of the software and how can I correct that?
Prevent viewing history for requester
All requesters have the tab "History" by their requests where they can see all changes to requests. ALSO changes to private notes!!! Of corse, private notes are not to be seen by normal requesters. Is there a possibility to simply hiding the tab "History" for non technicians? Mark Flothmann
$Requestlink in 'Acknowledge Requester by Email ... '
Hi all, Once someone created a request and receive the confirmation mail and he clicks on the $RequestLink it's pointing to http://ddd Btw, it is showing the correct link only when you click on it it try to open http://ddd Anyone ideas? Thnx in advance!
scanning of virtual hosts
hi i had a proliant dl380 g3 which i used as an old file server and service desk 7509 correctly scanned it as a windows machine. i have now rebuild the server as an esxi 3.5 host (vmware) and i have changed the hostname of the server and i have 2 questions with regards to scanning 1) the device is still showing as a windows device, can this be changed 2) is it possible to scan vmware (or other virtual hosts machines) with service desk plus?, i do not have telnet or ssh enabled on thos host machines,
The case replied message under description is missing.
As topic. Your SDP Version : 7.5.0 Build 7507 Latest Version : 7.5.0 Build 7513 [Details]
Update from 7.5.0.8 to 7.5.0.13
When updating I got an error : Anyone a solution? Mark Flothmann
Reply mail not sent to requester when adding a new request
Look Bluds, When I click the 'Add request' button at the bottom of the new request page service desk gets stuck and doesn't return to the requests screen. Also, no reply mail has been sent to the client so I guess this is the stage it is getting stuck on. Has anybody else had this issue? Any idea?
Modification of Closed Tickets
We have a process whereby a recurring ticket is generated. The ticket requires a technician to run a report, attach the report to the ticket, then submit it for approval by a supervisor. After it's approved by the supervisor, the ticket is closed. The Problem: The closed ticket can be opened and the attached file deleted, and then a different file can be attached, all without requirement for additional approval and without adding a single entry to the History of the ticket. Thus it would be easy
Problem with license key office 2007
Scanned sofwares office std 2007 does not show the license key and product ID.
Report video card information during scans
I see that there is minimal information with regards to the video card when scanning asset components. Is this coming in a future release or is it there now? If it is there, where may I find it? If the feature is going to be added, will it populate the monitor resolution and will it be able to detect multi-monitor modes? We are using SDP 7.5.0 Build 7508. Thank you in advance. Jason H
HTTP 500 Error in Backup and Reports
SDPlus Version 7507 Enterprise, Windows 2003 R2 For the past year I have not been able to adjust the Backup scheduling, and more recently (after the server was recovered) the reports section now produces the same errors. See attached.
307 Mail sending failed
I Can't seem to figure this out, i have SD Plus set up through exchange 07, it will send mail to local users with no problems at all, but when it send out to users with an external email address (IE: hotmail) i get that message in the logs, and if i post a response on sd to a user with an external email address, it said sending failed right away, it doesnt make sense. and sd has a domain account to use to login to the exchange to send mail.
language Selection not viewable
Hello, i installed service desk plus 7.5. When i serach under genreal settings in self service portal i cannot choose language selection (filed is not there) Also when i log in as normal user i cannot choose the language. Do i have to install them seperately ? Best regards Niels
Can 2 copies of ServiceDesk run on the same server
Is there a way that we can run our exisiting ServiceDesk software on a server, and have another instance of ServiceDesk also running for another department on the same hardware? We currently have a MSSQL database, and I know that we will need another one for the other department. OR Is there a way to isolate the other department into it's own separate site, but have the ability to see all the requesters in the company? They would only be able to manage their own tickets, and run reports only against
SDP 75xx / 12 / 13 buggy ? AD import problems,running in user context?, cant delete technicians, *sigh*
Hello, i've been trying to get some features to work without succes... i then decided to update to the latest versions, starting with 7512. Before the update i used version 7509 and with that version AD import hang. I then decided to update to 7512 since that version fixed some AD import issues. After the update the feature still didn't work, i clicked import users then i get the import window and it tells me its numbering organisational units in the domain and does this for eternity... Then
Groups are not editable anymore
I'm not able to edit groups (groups for default settings) anymore - when i click an existing group, nothing happens.... SD 7.5.0 build 7500 Tomas
AD records failing to import
Of 795 AD records 203 are failing to import, but I don't know where the logs are stored which will tell me why they're failing so I can fix the problem.
How to log in using a non-domain account?
I created a technician in ServiceDesk who doesn't exist in Active Directory, however if I enter the credentials for this account the domain box changes to "Domain not found" and attempting to logon with the account results in an "undefined error". Is logging on using an internal account possible after setting up domain syncing?
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