Service Desk Plus hangs when geting large images
We had a serious issue with Service Desk Plus build 7514. Yesterday one of our client replied to a request putting in the email text a very large photo. On the server side the java process started to take 99% of cpu, and the whole application hanged. We resolved the issue by deleting the problematic email from the server. But for the future we expect Service Desk Plus to cope with such emails, or just drop them.
Creating Custom Queries
Does anyone have a good link to a tutorial explaining how I can make my own SD+ report queries?
Question
Hello, i have sent 3 emails to different email account, about purchase your product. No one answered for a couple of days. Can you help me and give me the right address to contact, since no one answers on the main ones. Regards, Nikola
Windows XP Firewall turned on ... Remote Control does not work
Windows XP sp2 , Firewall is turned on. Remote control does not work in ServiceDesk Plus. Which Firewall port should I open ? Please help. Honson Kan
Window Personalize should be closed
Hi! Top right menu - Personalize. After making changes and clicking Save this window should be closed? Now it is not closed and display SUCCESS :Language settings saved successfully. After this we must close this window manually. May be it will be changed in 7.6?
There is no Time in Periodic Task Scheduling
Hi! While adding Preventive Maintenance Task we have some variants for sheduling. But variant Periodic Task Scheduling in unhandy: there is no Time. Time will be actual time when periodic task created. As workarond can you point to SQL table where we can modify this time for created tasks? Hope this will be added to 7.6
There is no default Resolution
Hi! There is default Resolution in Request Template. This is very convenient. But There is no default Resolution in Preventive Maintenance Tasks! Hope this will be added in 7.6
Bug in dashboard
Hi! There is a bug in SD in Russian. Home - Assets tab - Software - Microsoft Software License Compliance. In English legend has 3 color, in Russian - only 1 green color. May be bug is not only in Russian. This bug presents in all legends of Software. Screenshots included. Hope in 7.6 it will be fixed.
Query for all technicians that worked on a ticket?
We have a process where a ticket may be assigned to one technician for one part of the task, and then assigned to another technician for different part of the task, then a 3rd person closes all tickets as the final signoff. We want all technicians to get credit for working on that task. If I run a report for all of "my completed tasks" for the month, I currently only get credit for those still assigned to me when it closed. Is there a way to query all of the tickets that I worked on, not just
Issue with Service Desk Plus 7.5.0 Build 7514
Since upgrading from version 7 to 7.5 we have had a couple of issues the link between service desk plus to opmanager no longer works which is used to before. Secondly the contracts field description has been truncated so that you can no longer see all the information as previously in the older version
SQL database performance
We have poor SD plus performance particularly when searching and running reports - I would expect it to take a bit longer to perform these operations but it can take over 10 seconds to return a search which from our point of view is not acceptable. The database is 3GB is size and we have a maximum of 25 technicians working on it at one time. The SQL server and the front end are well over specced hardware wise and having monitored the performance of these machines whilst performing these operations
Linking an asset, tricks?
Hi, What I would like to do is link a Server Asset to a Site and when creating a request have it link to the asset automatically. The department and requesters would not have any other assets. We are going to be using the system to support an external client base, not an internal one. I am able to link the asset to the site by placing a check mark next to it and selecting Actions>Assign to Site. However, when looking at the asset and the requests tab, no requests appear. When creating a new request,
Info in email fetching
Dear Team I keep getting this error. Server started at : Wed Nov 04 10:42:03 GMT+03:00 2009. Current time is : Wed Nov 04 10:50:09 GMT+03:00 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. The version is 7.5.0 Build 7513. Thanks
Missing information after license renewal
After a license renewal some "tabs" are missing as shown in the attachment. The search for assets, workstations and requesters is also not possible. In the Configuration Wizzard we now only see the Helpdesk, Users, User Survey and General-tasks Please help us out.
Group ID field all set to blank
We have been using the AdventNet helpdesk for a few months now and have several groups that tickets get categorized under like IT or IS, or programming request. It works fine and we've had no issues but just recently every ticket lost it's group, newly created tickets have no group and all the old ones don't either so everything is super messy now. Any ideas???
Resolved to Closed
Is there any way of automatically closing a call that has been put into reolved after a week. Also Can you add a selection to a reply email allowing the user to close the call or reopen. Thanks
How do I change an asset from a Printer to another device?
How do I change an asset from a Printer to another device? Thanks! Pat
Possible to save or print category / subcategory / item hierarchy
We need to have a meeting about reorganizing the category / subcategory / item hierarchy. Is there some way to print the whole tree including (all three levels) or save it to a file? I tried copying the Tree View and pasting it into Word, but the results don't match the tree.
Two Possible Bugs?
Hi Everyone, I think I have noticed 2 bugs in service desk. I'm running Version 7513. Bug 1: I can't assign a computer / workstation to a site if a user is already assigned to it. For example, we had two laptops that were in store, and a workstation that was in use. I clicked them all, went to Actions > Assign to site. The two laptops were assigned but not the workstation. Clicking on the workstation and trying to assign the site there doesn't work either. However, in the Audit history, it shows
How to enable functional Escalation sin SDP?
How can we enable functional escalation in SDP as SLA have only option of technician?
Questions regarding Tasks, Reports, and Mac in Assets.
Hello! First time poster on this board. I'm fairly new with SD+ so I hope you'll be kind with me if any question might look a bit stupid... ;) First off, Tasks and Reports. SD+ is somewhat new in our organisation, so we're still discovering features in it, and how we can use them and so on. I recently came across "Tasks". I thought that this would be a great way to split up a bigger Request in smaller pieces. For example, if we have a request for a new user, who needs and account, a new computer,
Mac (OSX) support?
Does SDP support Mac (OSX)?
LDAP problem
The previous version of ServiceDesk worked great with LDAP, now I upgraded to the latest version, and LDAP does not seem to connect. Running Windows 2k3 server for DC. I have tried the help page, and still cannot get a good connect. Any ideas.
Time Spent Calculation
How is Time Spent Calculated by the SD Plus software. Scenario: Ticket opened on May 1.......closed on September 1.........technician indicates the Time Spent to be 30 minutes. Time Spent report generated from template indicates 600-700 hours. Any ideas? Thanks....
New technicians not showing up in Global view
I added new technicians last friday (Nov. 6th) and when I go to the global view they show up under others. I cannot find a spot that controls this window security.
Double spacing after pressing Enter in e-mail.
Hi! Some month ago you fixed problem with double spacing after pressing Enter in text fields. But this issue is still presents in notification messages. While creating notification in SD Admin section (for closing request for example) there is ordinary spacing. In received e-mail itself there is double spacing. As workaround we use Shift + Enter instead of Enter. Hope in 7.6 this will be fixed.
email addresses mismatch
Hello, I don't know if this is a problem but when I imported all of the accounts from active directory the email address was imported as user@something.somewhere.edu. However, users email address is shortened to user@somewhere.edu This seems to cause the fields to be incomplete when a user request help. If a user calls the technicians can go into SDP and look up the requester by email address under create new request. Is there a way to fix this issue. As I mentioned non of the fields are populated
Multiple Workgroups/different subnets/same netbios name
We have several Labs that have between 3-10 computers each. Each location is a different workgroup name. Due to the software running each lab computer has to be named Room1 Room2 Roomn. So If I add my 10.0.1.x Room1 (adds fine) then I add my 10.0.2.x Room1 it overwrites the 10.0.1.x Room 1 Even though it's different hardware, different IP...is there a way to allow each of the Room1, Room2 to exist in my asset lists? Thought groups would do it...but no go...any suggestions.
Please help me create report
I need new report that have: row - Technicians (not all, only selected maybe in select ti.FIRST_NAME ('xxx') OR ti.FIRST_NAME ('yyy')) column 1 - all request in datetime period column 2 - open request in datetime period column 3 - overdue column 4 - difference between all request(1) and open request(2) Datetime Period: 3 report- 1)today 2)yesterday 3)in this month I
Service Desk Plus
Why can't i edit the Requester part of the request template. I can change the Technician part but not requester. I can move the fields around that already exist but can not add or delete fields. Can anyone help?
Duplex in *.properties files
Hi! There is *.properties files in SD for translation purpose. But these entries are duplex (some of them are differs only in case): sdp.change.changeId sdp.change.changeid sdp.admin.notificationrules.purchase sdp.admin.notificationrules.purchase sdp.admin.notificationrules.contract sdp.admin.notificationrules.contract sdp.header.Software sdp.header.software Hope in 7.6 this will be fixed.
Add additional email recipient when opening tickets
Hello, I would like to have this feature to be added. We have departments who needs to be able to notify multiple users/department about their request. Right now only the requester is available and he/she cannot notify other users/department. Chris
Adding an Asset (a laptop rather than a workstation)
I have just manually added a laptop to the assets. It is a Sony Vaio model that we haven't seen before so we created a new model and in the product type selected Laptop/Portable/Tablet from our drop down box. I saved the asset but now when I bring it up to edit it shows the model as "Choose Model". The dropdown box does not give me the option of Vaio and if I look at the laptop assets it does not appear there. If I try to recreate the model SD+ tells me that it has already been entered and doesn't
Absent values "Additional Fields"
Good afternoon. Recently I have found out that in all Request till May, 18th, 2009 is absent values "Additional Fields". After May, 18th 2009 is a value is at all Request. I have made to an owl investigation and have found out the following: All "additional fields" are in the table [udf_picklistvalues]. Value from this table register in the table which is responsible for the Request [WorkOrder_Fields.UDF_CHAR1]. Value of this field [WorkOrder_Fields. UDF_CHAR1] empty beginning from Request of 2008
ip address field needed in asset-workstation list in SD+
Hello, I would like to use an IP address field in the SD+ asset-workstation list. This information needs to come from the network adapter. The field exists in "network adapter details" but I need to know how to display the field in the asset list.
Tracking Requesters that fail to close a request
Hello, I was just wondering if there is any way to track requesters who fail to close a request after certain number of days when a request has been solved, i.e sent to their mail to be closed. Kind Regards.
disposed assets showing in Unaudited Workstation list
Hello, One of the more important things Ihave to do before the end of the year is to figure out exactly what computer has not been scanned in a long time, or ever. I’ve just recently begun to use this feature more heavily, and I’m confused as to how to exclude assets that have been put in the Resource State of “Resources disposed” in the unaudited workstations screen. Obviously, if these workstations are not longer in the environment, they would naturally fail a scan. Also, the “last
Technician Assignment by Category
Currently it is possible to assign requests in service desk plus to technicians based on the category selected. This functionality does not cover problems or changes however. Is this something that can be enabled or added in a future release?
Password reset/recover
Hello support team I was busy testing Support Desk, for a while, and made some changes that i would love to continue with. problem is that i stopped testing for a while, and can't seem to recall the administrator's password. is there anyway i can reset or recover the password from under the motor cap of the software, or in the SQL Database. would appreciate any help giving. thanks sidi
VPN attached assets reporting incorrectly
We have 130+ systems, of which a third attach to the network via VPN. I have tracked that these assets have completely skewed data now due to the fact that SD+ apparently uses IP addresses (or stale DNS records) to assign asset values. I have conclusively identified this occurring. Now I have no faith in what is reported in my asset database regarding these assets. What steps can be taken to correct this? I am working on a script method using the off-line scanner, but as this requires that
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