email notifications in CMR, history
Gents, I would like to see the following things in the future releases: 1. Approval History in Change Requests (CMR) No way to know, what were submitted. 2. A lot of things are not added to history in Requests/Problems/CMR: I mean email notifications to user, submitted recommendations for approval, approval history, etc Any changes must be added to history It should be easy fixed 3. !!! Very important Email notification to Requestor, when technician is closed a task in CMR Requestor doesn't know,
Attachment limits
I understand there is a 10 MB attachment limit, however, is there a limit to how many attachments can be added to a work order...size of files being and how many attachments can be added to one request? I am receiving issues when a pdf with 31 KB is added it states "Maximum size of an attachment can be 10MB". This particular one has 2 attachments on the work order itself and 6 more attachments to the Conversation on the work order.
Request for Report
Hi, In SD 7.5 I need to draw a report showing computername+last login (user). It' doesn't seem that the "last logged in" field can be chosen when designing a custom report. How would the Query be in MySQL? /Regards
Associated Requester site not filled in new request created with the API
Since upgrading to the new 7602 release, every new requests created with the API don't have any site specified. It used to automatically associate the newly created request site with the requester's site, and now it does not anymore. Anyone having the same issue? Anyone found a solution for this? Thanks in advance
Probleme when deleting Sites
I am running SDPlus 7604 with MSSQL 2005 I have lot of Sites I want to delete. When trying to delete I get a message that it is used by another Module. I have tried to find those dependencies, but still I get this message. How can I get these Sites deleted?
'Location' field query
I'm trying to use the Query Editor to produce a report that includes the 'Location' field for an asset but I can't seem to find the right combination of table and column names to produce the output desired. I keep getting errors similar to this one in the 'Log' field: The column prefix 'locationDef' does not match with a table name or alias name used in the query. Can anyone help me by defining the correct table name, alias name and/or column prefix to allow my report to run and give me the 'Location'
Merge and Delete
There are some problems with merging and deleting reguests from main view page. Then one of the specialist try to delete or merge requests from main view menu by pressing a button - nothing happens. From request's view everything is all right. I'm trying to delete and add this specialist. He changed his domain password. Updated his java on PC. Tried to delete or merge requests from several diferent PC's. Other technicians can do this! Solution's like reboot SD server are unacceptable. Any suggestions?
Apache Exploit Reported
According to this article, a critical security issue has been identified with Apache versions 2.2.14 and earlier: http://www.senseofsecurity.com.au/advisories/SOS-10-002 Could someone verify which version of Apache is being used by ServiceDesk?
Request types
What's teh difference between a service request and an incident?
Customize Requestor field
Hi, I would like to change some text on the Requestor's home page. Currently, when a requestor goes to submit a ticket the text says "I am having issues with". We would like to change the text to read "I need assistance with". Is this possible and where would we make these changes? Thanks Johnnie Benson SCRA
Upgrade 7514 to Build 7600 fail
HI After update my server the Database are 7514 and the Service Desk are 7600 , Update failed with message only update faild Please Help what can i do to update the service desk to 7600 Greez Markus
how to add favicon
Hi, 1. How to customise the login page" homepage.do" 2. how to add favicon to the page. Regards Chetan V
Asset allocation issues
Hi A lot of my assets are coming up at workstations when they are infact printers, switches or routers, how do I change these, once they are imported into SDP as a workstation by default I can't see how I can change them
After setting tickets resolved, emails from the users dont reopen them.
This used to work until we upgraded to 7603.
Auto Calculation for Warranty
Under Assets, we always go in and modify each product to set what its warranty period is. For example a laptop we just got in has 3 years worth of warranty. It would be nice if SDP would auto-calculate the warranty period, when we put in the acquisition date. So if we put in the acquisition date of 3/1/2010 on a particular asset, then SDP would auto-fill the Warranty Expiry field with 3/1/2013.
SDP Error
Hi, When I tried to access Helpdesk requests today I received the error message in the attached document. I shutdown the SDP server and even reboot the physical server and still receive those messages. I am running SDP 7.6 with the latest service pack.
Solution Error While Sending For Approval
After send approval request for the solution, user can not view the solution detail, is this a bug?
Emails not being sent on Resolved since upgrading to 7604
When setting the Resolved status (either on the Request tab or the Resolution tab) the emails are not being sent to the user. All the configuration is correct as far as I can tell, sending emails works if I just reply to a request, but the notification rule for Resolved doesn't appear to be working.
Using ServiceDesk in a kiosk?
We're hoping to set up a user self-service kiosk so that customers can create tickets when support staff are not available. Has anyone done something like this? We're going to lock the machine down so that only the browser can be used, but I'm not sure how to configure SD+. Should we log into the application with a generic user account? Create a web form and post through the API? Is there a way they can select their own name from the requester box? I'd appreciate any suggestions!
Report for Resolved/Completed Tasks Today
Hi! I wonder can I make sheduled report that will display all requests, that have been resolved and completed today It is necessary for IT Director to view not only completed (because not all requesters will close their requests) but and resolved requests. Thanks for you support
Mass Set Fields on Inventory
We buy a large quantity of computers at one time. Our last batch was 146 workstations. We would find it highly useful if we could select all of these machine types, and mass set fields such as Vendor, Acquisition Date, Purchase cost and possibly more. Its a real pain to click edit for each of these 146 computers.
Search Option
Hi, I feel the search option doesn't give proper results. We are using notes to enter details of logs entered on requests before it is closed. For example, before the request is closed, the techie enters his notes each time as to what he did with the request. But when i go to search for a particular word within a request, i observed that it only looks for the word in the Title or the description fileds. I feel the search should look for the word within any of the fields, like even in notes. Anybody,
why always coming first responce voilated
why always coming first responce voilated
Periodic scan?
I don't understand from the description how a periodic scan works? Is it every X days using the time at which the change is saved?
Email command function in Servicedesk
Build 7.6.04 - I have an issue with the email command facility. If I send an email from my gmail account to servicedesk formatted as follows: Subject is @SDP@ Testing Email Command Message contents: @@Operation=AddRequest@@ @@Group=Test@@ @@Category=Admin@@ @@SubCategory=Record For Info@@ @@Resolution=Recorded for Info@@ @@Priority=Low@@ @@Impact=Affects User@@ @@Urgency=Low@@ @@Status=Closed@@ This all works as it should - I see a new Closed request in my "Test" technician group with all the fields
error:java.lang.ArrayIndexOutOfBoundsException: 1 >= 1
I scan the workstation get this error(Exception msg fetching failure info during workstation discovery: |java.lang.ArrayIndexOutOfBoundsException: 1 >= 1),how can i fix it ?
Getting "null" when logging in
We are testing the product and most test users can log in fine via the web page. One user cannot log in and receives a red "null" instead of the usual "Invalid loginName / password" error. The user's account in AD fine and can log on to other web sites (e.g. OWA) with his credentials. Any thoughts on how to troubleshoot. Tony
Adding more than one client´s e-mail address
Hello, I have a version: 7.6.0 of Service Desk Plus and I need to add more than one address on the client´s e-mail option, so that all requests coming from different users with different e-mail addresses could be recognized as part of the same client, and keeping the software out from creating new clients automatically for each user of the same client that wants to make a request. If it is possible, how can I make that configuration? I already tried to do that by creating an additional field for
Attachments for resolution, when using "search solution"
Hi, I created a new solution template, with an attachment. When i'm resolving a request, going by "search solution", and "copy to resolution", the attachment will not appear in my resolution field .... There is only the description of the solution template, but not the attachment. The only way to give to a requester a resolution with an attachment, both at same time, is copying the url of solution template directly in the resolution field of the request, like that the requester click on the link
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
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