Upgrade info
Just wondering how long an upgrade from 7000 to 7022 should take really ?
Searching for request information not producing results
We are experiencing some wierd behaviour when searching for information in requests. Before logging certain types of requests we search for a batch number that could already be reported. That way we don't report duplicate requests to update a batch. What we are finding that pretty much in all cases if the batch number is in the subject line the search will find it. However if it is in the body of the request it may or may not find it. Doesn't seem to be any pattern to when it will find and when it
remote desktop for redhat
Are you able to use the remote desktop feature for linux workstations?
HTTP Status 500 Apache error in Service Desk Plus
Since we upgraded to SDP 7.6.0 build 7602 we started to receive occasional HTTP status 500 exception report errors (The server encountered an internal error () that prevented it from fulfilling this request.) while searching requests, updating a ticket, etc. I also generated a support file and attached it and a .jpg of the error message to an e-mail to support@servicedeskplus.com which created request id 6288110. I also attached the jpg of the error message to this post.
Report Request - Help Please!
Hi, I need to create a report as follows. Any help would be appreciated: Format – csv Requirement - The number of incidents open for the month, broken down by category, sub category and item and grouped by Team. Frequency – This needs to be produced each week on a Thursday morning at 9am. So for example 1st – 7th march 2010, then 1st – 14th March and so on and so forth until the end of month is reached. Any help would be much appreciated, because my SQL knowledge is not great. We are running ServiceDesk
Purging Unused software from Scanned Software
I am hoping there is a way to purge all software that is showing up in our Asset module of SD+, we currently have over 5000 software applications found and many now have 0 machines with app installed, I am unable to sort the installed column which would be fantastic if this was possible then I could easily tick those and delete. Any suggestions? Thanks in advance
Popup Help
In many parts of the configuration, you have a description field, which is never seen except by Admin when configuring Some parts of the system, or even what we define (eg in a category), can be a bit cryptic, due the the length limitation of the field. It would be good if the description field of a configured item (eg Category, Subcategory, impact,urgency etc), on a form could either 1. Popup when the user hovers of the field or 2. There is a ? mark at the start or end of the field, which can be
scanned software
hi i have finally started to use the scanned software feature properly but am coming accross a couple of things that are a bit odd (i am running build 7502) 1) when looking at the software installed on a workstations and selecting windows 7 workstations it does not show any of the installed service packs, all software is listed under software details section and not under installed service packs. on windows xp workstations this is listed correctly 2) the issue as described under item 1 also applies
7.6 java 100% CPU useage
Hi guys, We have an issue with java running 100% on servicedesk 7.604 - We have tried the language tweaks mentioned elsewhere on this board, and also modifying the startdb to increase memory usage with no luck. We have disabled all network scans so that purely the ticketing system is in use and have archived old data but are still having a massive performance drag with this - it's frankly becoming unworkable. Suggestions?
Can I change what info is displayed in the requestor block on a template?
Can I change what info is displayed in the requester block on a template? I'd like to add a custom field and remove Asset from the current default box.
LAPOSTE FRANCE: Relation with asset and site
Like the relatio nof a asset with a person or a service, we needs a relation with a site. A printer in network in a site can be divided by several services So when a requester call the helpdesk, the technicien have selected the site and when he search a asset he can just selected "Asset from user" or "asset from departement" it's necessary ti have "asset from site" For a sociéty whe have most 17 000 sites, we cannot create 17,000 services
After upgrading to 7.6.40 "Add new role" does not work
Within the Admin tab > Roles > add new role link stopped working after upgrade. The work around was to open an existing Role and go to "save and add a new"...this was the only way I could set up a new role.
Help with a report for Outstanding calls for a given date.
I am fairly new to Service Desk reporting and require some help please. I am after a report that will show me all the outstanding calls, (Not Closed) for a given date for a particular group. Basically this. For the 1st December 2009, i need all the outstanding calls for the Service Desk group. I cannot see how to do this in the wizard. Please help.
7.5 7502 Merge Requests Disappear
Can you explain what happens to a merged request. We have two similar requests, both with notes etc, when we merge one of them seems to disappear. The only mention of it is in the "History" tab saying that >Request Merged , Performed by : System >Request id 81 is added as conversation for the request. But when you look at the "Converstations" you don't see anything pertaining to Request 81 notes, or details. I would expect that all the details would some how be captured (original requester, notes
Shutting down a domain server (to use a new named one) caused problems
We had cause to change the domain server for one of the windows domain. Once SD+ had started it's daily scan, we noticed that it hung, and we could not gain access. if we re-booted, we could gain access for a short time, and did have time to change the domain controller it needed to use for the 2nd windows domain. We continued to have issue for some time, before it finally came right. The issue seems to be that if a domain controller is not found when it starts it's scan, it does not fail gracefully
Problems with CSV file importing additional requester fields after AD import
Hi to all, I've experienced some problems to import additional requester fields from CSV file. First at all, I've imported the Requesters from AD and works perfect. After that, I've tried to import additional fields to existing requesters but the application duplicate them. I know that the name and login must be the same to overwrite the information, but it doesn't work. I put you an example of CSV, to know if I do something wrong: Directory Name,employeeid,E-Mail,additionalfield2,additionalfield2,Loginuser,Password
Filter sent notifications
We would like to enable the "Acknowledge Requester by Email when a new request is received". That is easy to do but we have several Systems that send alerts etc. to SD+. SD+ should not send notifications to these "requests". Is there a way to filter out Request Received notifications for particular requests? /lakend
add work log --> time entry to a date in the past adds to current days time
Hi, when i forget to add a work log after working on a request and want to correct this the next day, i change the date via the "executed time" field in the "add work log" procedure. But the time spent adds to the day i make the entry rather than the day i choose in the "executed time" field. Hope you can understand what i mean... Is this a bug or is my thinking wrong? Thanks for your ideas, Uli
what is the definition of response time
What does response time mean? If you have the system set up to auto generate a reply to a requester, does this count as the response time? Using SD Plus Enterprise version 7.6 build 7601
Backup scheduling problem
Hello, I have the following problem, the backup tool in help desk is not working. The last backup was on Feb 12th - 3:51 PM, the next one was supposed to be on Feb 13th but it didn't do it. So I manually change it to Feb 18th, we are currently on Feb 22th and still doesn't do it. The backup schedule is enable. Every is set to : 1 day. Backup location: is: C:\Backup There is space in the hard drive. Your prompt help is really appreciated. Thank you Best Regards PS. I try to post this with IE
Technician presence + third-party time clock
We have an employee time clock terminal (stores the records on an SQL server) and it would be great if I can connect the Service Desk Plus to my current system so, for instance, the program doesn’t assign any task to a member that have not arrived to its work. Do you think this is possible? and if so, can you give me an advice?
Import Font to SDP System
Hi, Currently when we create new request or post any Solution, it show only 6 built-in fonts, but we want to type in our language fonts (Limon S1, Limon R1....etc) Does anyone know how can we import other font to the SDP system? Thanks.
ServiceDesk pw lost functionality
Is there an implementation to realize a password lost functionality on the login screen if mail fetching is off? Thanks for help or answers.
Tasks overdue notification
Is there a way to automatically send a technician an email when an assigned task is overdue? We have problems with techs not completing assignments. They check the requests but do not think about checking the task page. Thanks
Separate resolution field for "tech notes"
I find it would be very helpful if there was a "basic resolution" area for information that states the problem was fixed and what was done to fix it. Then an "advanced resolution" area to put tech notes, as to what exactly was done, a place to add SQL queries, etc and that type of thing. You could send the basic resolution to the user so that they would know what happened with the ticket, without the need to see all the other stuff that would be useful for other techs should they run into a similar
send a note to requester
A feature that we would like to see is a button to send a note to a requester. I know that you can send an email (conversation) but at times we want to add a note as to the status of the call and would be nice for the requester to be notified that a note has been added to their ticket without them needing to constantly log in to check.
role association
Hi, I'm using the servicedesk plus trial software and I'm testing it cause there is a chance we'll buy a licence. But I was wondering how I have to associate a role to a user account, cause I can't find this anywhere. Not even in the users guide. thx
Removing resolutions!
Hi, Whenever a problem is closed the resolution notes entered is automatically populated within the Solutions tab. Rather than clutter the resolutions tab up with stuff we dont want to see we opted to remove the aforementioned resolution/s from the Solutions tab. However doing this removes the resolution from the problem too! I don;t want every resolution in a problem to add itself to the solutions tab. Can we stop this from happening. It's annoying to say the least!
Date Format
Hey guys, The date format on the view requests page is displayed: Month Date Year Time Our CE would like the format to show Date Month Year Time Is it possible to change this? Cheers George
Sub Category
Hi All, We would like to be able to link a Sub Category to multiple Categories if possible? For example we have 10 categories which need the same Sub Category Artwork store for example this can apply to all 10 of the categories. Currently we have to create each Sub Category separate and then manually link them to each category. Not sure if this is something others want or not? Thanks Adam
How to skip service tag in Domain scanning?
In service desk Plus while performing Domain Scan e.g PC1, 2, 3, 4,5,6,8 if we scan PC7 it will appear and when we scan PC9 PC7 get disappeared in Service Tag field display 00, System Serial Number, 123456789000 In forums.manage engine.com we found that the issue is related to Service tag or IP address how to fix this problem or to scan with out service tag. (Service Desk Plus Version : 7.6.0 Build 7604 )
Ran DCPROMO on servicedesk server and cant set permissions to domain
I have been cleaning up my domain and one of things was building a new DC with 2K8. I did this and wanted to get rid of one of the 2003 DC's which was one who happened to be doing all sorts of SQL stuff and held the servicedesk. After running DCPROMO, all the access was stripped from the database and the windows internal database would not start and no domain account could access servicedesk. I set the windows internal database to local logon and it started but no domain accts could access it.
Changing schedule for a report
Hello, When I change the settings of an existing scheduled report, get the status 'Completed' and will not run after that. - What causes this reaction and what can I do to prevent this from happening? - And can I fix such a completed schedule to a valid schedule again? I hope someone tells me what I do wrong or what I can do to prevent this happening in future, Greetings, Jerry
Custom Views
We upgraded to version 7604 and now I have alot of technicians who cannot pick up tickets or create or modify existing custom views. I have asked them to upgrade to IE8 and the same issue appears. I have also removed their profile and re-added them back. Still the same issue. Any ideas?
Comuter assignments and assets
Since I upgraded to the latest build of SD my computer asset lists seems messed up. Computer assignments change with no apparent logic. Newly added computers seems to "overtake" the assignment of some old computers. For example: Computer A used by employee X, discovered by domain scan and assigned to employee X by auto assignment. Computer B used by employee Y, added to the network after computer A has been scanned and assigned is discovered by domain scan. Nedt, Computer A disapears from the assets
Problem with Receiving a Notification when a request is assigned to a group
Hello, Group notification is not working correctly. When a request is assigned to a group, the notification is not send out to all technicians which should recieve the notification. Only some of them receive it. I removed the technicians from the notification list and reassigned them, but this didn´t help. Please advise Version is 7.6.0 Build 7603 Thank you, Tatyana
SD Plus 7.6 down - Please help ASAP
We had a major power failure this past weekend. Now ServiceDesk Plus will not start. It just keeps looping through the startup so several SD icons will appear in the System tray. They all eventually go away but SD Plus does not start. Please help. I get the following error in EVENTVWR: "There may be a configuration problem: please check the logs." I've attached the startout.log file. Thanks, Tom
Report on associated Asset Componets
img{ *width:700px; max-width:700px; } I have seen in anothe post how this can be done but SQL Server 2005 does ot support GROUP_CONCAT. Can someone convert this into code that is compatible? SELECT res.resourcename 'Resources', GROUP_CONCAT(attach.RESOURCENAME SEPARATOR '\n') 'Attached Asset', GROUP_CONCAT(COMPONENTNAME SEPARATOR '\n') 'Component' FROM REsources res LEFT JOIN ResourceAssociation resa ON res.resourceid = resa.ASSTTORESOURCEID LEFT JOIN
Duplicates in ApplicationResources.properties
Hi. There is duplicates in ApplicationResources.properties file: sdp.admin.site.modifyrelatedsettings.copydefaultsettings.info sdp.admin.site.modifyrelatedsettings.referdefaultsettings.info sdp.admin.site.modifyrelatedsettings.customdefaultsettings.info
Request Templates and inner Tasks
Here are my problems: - I want to set a Request Template like "New User into organization" The request template collects all valuable info in the "Subject" and "Description" fields (new user's name, future email address, and so on) - I am setting at least two tasks: one for the AD technician, to create the user and one for the e-mail technician, in order to create the e-mail address for the user. Now the issues: 1) In the present situation, when creating a request based on such a template, both task
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