Helpdesk level and mode editing
Hi, in SDP 5.5 (build 5500) I can't modify the pre-defined 5 Helpdesk-Modes and if I add a new mode, it's saved as a new Helpdesk-Level Why? Thanks
Assets scan
It's possible to have a scan for the Assets like in opManager? At least a scan for the printers Thanks!
Page loading getting slow
It seems to me that with every update and the number of requests in the system the page loading gets slower. Anybody having the same impression? We only have 1000 requests in the system but pages take anything from 10-15sec to loads on fast servers and pcs.
Concerns about necessary actions for each migration
There have been a lot of problems manifested in this migration that have to do with the clearing of the cache and history. We're on the cusp of rolling out this software to end customers with an occasional need to have end users clear out their cache and history. It's (frankly) a support nightmare. Our techs have the same problem until I explain the need to do this flushing of cache and history and they get it. But is this going to be necessary for each migration? Is there some way that you can have
Solutions Page does not load
Hi, I have a problem opening the solutions page from the tab http://servicedesk/SolutionsHome.do The header loads, but the page contents hangs. These are the last few lines I get back from the server, it may help. !--End Browse by category-- /td /tr tr I did creat a backup, re-initialized the db and restored it, but did not fix the problem.
Purchase orders approvals, etc
Can I suggest the following enhancements to SD+ for the sake of avoiding problems with PO approvals, etc? 1. Have the check box defaulted where it says to notify the PO requester by email when approving the PO. You currently have to check it. Silly me, but some people aren't selecting the checkbox. 2. Have the ability to add a number of people to the notification of a PO status to a number of people. Either use a PO notification group or have a selection of people (defaulted) that are notified when
Some suggestion
I am currently testing the Service Desk v.5 product and I view this knot: - on Contract > Add Contract page on Contract Rules section the list of Available Assets and Maintained Assets are too small: if you have several asset with long name you don't distinguish (see attachment) - I want to store on database also fiscal document of purchase (invoice), or a link of this. Do you know solution? I can add custom fields on P.O.? If this is possible, the custom fields added can be an external links? Thanks
Templates dynamically shown for categories selected?
We have a need (as a result of a financial audit) to be able to track certain information on tickets. Can there be a feature implemented that if a particular category is chosen, a template that's associated with that category is shown? It would have to be dynamically switched in as a result of picking a category, but I know that kind of functionality exists with the selections boxes for who you want to assign a ticket to. If you pick a technician, another selection box on the page is changed to reflect
scan error in new version 5500.
when I update to 5500, the domian sacn function can not use. OU in domain has already listed, but the 'scan' button can not use. why?
request view error after update to 5.5
after update to 5.5 al the requests when opened show different errors. For example: (see attachment) looks like errors in the code. No problem in solutions of inventory, only in te request views.
Bug/undesireable side effect in SD+/browser BACK button
There are several windows (ticket editing, notification editing, etc) where if you try to use the BACK button it actually takes 2 clicks to get back to the "prior" window. The FIRST back button click actually clears out the text of the editable portions, and the SECOND back button click actually takes you back to where you expect to be. Which tells me that in getting to the editing window, you're actually jamming in a "skipped" step to create the interface, and then filling the text entry windows
Just wanted to say NICE JOB on the ticket editing interface!
I know we tend to nitpick a lot of the things that are wrong, but I wanted to say GREAT JOB on the ticket editing interface! Horizontal rules, cleaner & more intuitive icons, placement of action items on the top (in the ticket viewing interface). All are really nice! Thanks! Justin
History's colors
What does the colors in the History area stand for? For example, the background color of the action's title in the Request history It should be useful a legend even for the user (requester) Thanks!
HTTPS support in version 5500?
New features in Minor Release- Build 5500: Https support How do you enable https? It does not appear to be available in this version Please advise Thank you
Is there something "special" abt notification chec
With the 5500 version of SD+, my firefox browser (with several ad blocking extensions installed) doesn't display the checkboxes on the notification selection screen. I looked at IE and another firefox installation without all the adblocker extensions and it shows up fine. Are these checkboxes REALLY advertisements? :-) Is there anything special about them? As opposed to OTHER checkboxes? This needs to be made consistent. Thanks, Justin
SQL query to change the categories of old requests
Hello! We have been running SDP for a while now and we want to change some of our categories. We'd like to run a SQL command to move all the closed requests into a single category. Can someone tell me what the command might be?
What causes this mysql command line error?
I'm trying to prune a list of domains from our SD+ database. I tried the following command, and get the following output: C:\AdventNet\ME\ServiceDesk\mysql\bin>mysql -u root -P 33366 servicedesk mysql Ver 14.7 Distrib 4.1.12a, for Win32 (ia32)Copyright (C) 2002 MySQL AB This software comes with ABSOLUTELY NO WARRANTY. This is commercial software, please see the file MySQLEULA.txt for details Usage: mysql [OPTIONS] [database] -?, --help Display this help and exit. -I, --help Synonym for -? --auto-rehash
Custom request page for each service
Is there a way to have a custom request page for each service in an organization? Like the application support team would have a request page that contains their relevant information, the facilities team would have a separate request page that would contain their relevant information and the IT team would have their own separate request page that contains their relevant information. This would be better to organize rather than have all the required fields on one request page that confused customers
"Reason for updating request "
Greetings Entry from "Reason for updating request " is not visible in request history tab regards Bart
Error When adding Timed Entry.
When adding a times entry I get the following screen appear: (see attachment)
Interface moved
After upgraded to 5.5, the right hand side panel is moved to the top of the page. Anyone experience the same issue?
Linking licence to a downgraded software
Hi, It would be useful if there would be a way to link licences from the assets to softwares listed in workstation's software list. Example: I have 10 pieces of MS Office 2003 licences, but I use 10 pieces of MS Office 2000. It's legally OK. The workstation software list shows 10 installed MS Office 2000 and I can generate 10 licences but rather I would like to link the Office 2000 to the Office 2003 assets (licences) entered manually. Thanks and regards, Tibor B�NFALVI
XP Firewall inventory issues
Is there a port I could open to allow SDP to inventory my Win XP SP2 machines without disabling the firewall? I would rather use Group Policy to allow the Help Desk to go in through an open port rather than having to disable the Windows XP firewall to do an inventory scan. Thanks for any help. SC
Automatic Workstation Owner Update
Hi, Would it be possible for you to build a process into the system where the workstation owner field (or perhaps a new field against the workstation??) to be automatically populated when a domain scan is performed? I notice that this already exists in the back end database but it is not shown in the front-end. This would be most handy for us as some departments in our business regularly change desks/PCs and it takes a lot of administration to manually update the workstation owner field. Any thoughts
Setting up and exchange email account
Hi I was wondering if it possible to set up the email system in the helpdesk to work with an exchange server. If so, what would setting be? Many thanks AJ
business rule query
I have setup a business rule to change the priority when a certain criteria is met and it is not working :-( When a call is logged against a certain category and assigned a certain level, I want service desk to change it to a different level. Basically in our terms, when a call is logged as an Incident (Level) and then assigned to Service Request - No SLA (Priority) , I want service desk to change the Priority to another Priority called Sev3. Service desk will just not do it, even though the criteria
Mysql server doesn't start
I am working with the free version of the ServiceDesk Plus. But since 2 PM today I can't run the service desk Plus software. When I run it I have the following error: Version: '4.1.12a-pro-nt' socket: '' port: 33366 Official MySQL binary 060623 14:52:09 [ERROR] ../mysql\bin\mysqld-nt: Can't find file: 'sb_applications.MYI' (errno: 2) 060623 14:52:09 [ERROR] ../mysql\bin\mysqld-nt: Can't find file: 'adventneterrorcode.MYI' (errno: 2) Please help me fix this problem. Regards, My contact is: cathy.ngombend@aes.com
LDAP with Novell Edirectory
Hi Read a case in november last year about introducing LDAP against Edirectory in ServiceDesk Plus. I haven�t seen anything about this since. When will this be implemented in Service DeskPlus ? Thank you in advance. Regards Anders
A request for service desk : Assigning Assets to Department
Hi, in our company we have departments out through various locations that have the same name. So when we want to assign an asset (such as Netscreen/ or a switch) we want to assign it to a department not a certain user for obvious reasons. However, when you have departments with the same name you have no idea where the asset belong to. I was wondering if you guys can add asset allocation for Location or have it so when you select a department it also displays the location of that department?? It would
Rename or remove the "Personalize" link in the use
We've had customers complain that the "Personalize" link at the top of the SD+ screen is confusing. You can't really personalize anything except your password, and I'm not sure why we'd want them to do that, except to change a password that a technician set for them upon setup of their account in SD+. Can you remove that, or rename it to say "Password change" or simply "Password"? Justin
No visible way to change languages!
Hi there. This is the n-th time I install the free version of SDP. I've eliminated all the c:\adventnet\... folders before installing it once again. I am working with an English Windows 2003 Server as a host, and the fresh download installed a 5010 version, no patches needed. Well, in the "Personalize" menu, there is no option to change the Display Language! And except for the welcome screen, that obeys the selected language in the browser, the rest of the screens are in plain English... Tried to
Error after upgrade to 5.5
Hi, After upgraded to 5.5 from 5.0, when i login as administrator, click on "request" on the top panel, i receive an windows error. "Exception occrued when executing post invoke script setSearchTitle('Search','Go') Msg:Object expected" Please help!
Changing MySQL root password
Hi, I have installed the ServiceDesk Plus software and it works great, but i am not able to change the mysql root password. Can someone help me, with a step by step tutorial. Thanks in advance Nico
IS there any Timetable on the release schedule?
Trying to plan when to go live with our users and am looking for some of the promised features first.
Error after upgrading to 5.5 (http 500 and invalid colums)
hey guys hopefully someone can help me out just upgraded from 5008 to 5500 and we are now getting errors. The following pops up in a new window when we click on requests by tec view. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 1 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100)
What exactly do the last two digits in the time mean?
The time is recorded as a 12 digit number in SD+. The first 10 digits represent the epoch time (# of seconds from Jan 1, 1970). What do the last two digits represent? Justin
Technician with Admin Rights/Tier 2 and Resolutions
Is there a way or any plans to have resolutions entered by a Tier 2 technician with admin rights be viewable only be Tier 2 techs and not tier 1(non admins)
Use Service Desk+ remotely on a Microsoft Small Bus Server
Microsoft Small Business Server 2003 w/SP1 ISA 2004 Can someone please tell me how to setup the SBS to allow a user to access Service Desk+ remotely with RWW. Thanks, Slator
History and repeals of PO process actions
I'd like to suggest that a history be kept for PO actions (approval, who edited it, etc). But we need a way to "undo" an accidental denial of a PO, when it was intended to be an approval. Justin
Need History for PO process
We need to have a History of the purchase order process just like there's a history tab for the requests. This way we can see where a PO is being stalled at. Thanks, Justin
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