External Vendor gets blank screen after login
We are on 7015. AD pass-through works for all users belonging to our domain. We have several contractors which need to remotely access our ticketing system. They have accounts in our AD, but are working externally on their own machines belonging to their own domain. When they VPN and attempt to logon, they are entering our domain credential into the logon screen and are then getting a blank screen. Domain users have had no issue logging on through VPN. I've seen many posts with hints and tips for
How can I view task history?
Currently, to my surprise, Tasks for a Change do not get logged into the History tab. Is there an easy query to view the history of tasks? I am interested to view whether the time/activity logged within the task is reflective of the actual time that the activity in the task was recorded. Future feature: Add task history to the History tab.
modify owner of resources from mysql
Hello, I import about 5000 new resources (not it, asset) to service desk 7.5.0 Build 7509 from csv files. I have about 2000 users from AD in service desk. I want to assign that users to resources. I have in excel columns resourceownerid, resourceid,userid,deptid from service desk database. I try to import new table (import) to sevice desk database. and run query like: update resources, import set resources.RESOURCESTATEID = 2 where resources.RESOURCEID = import.RESOURCEID insert INTO resourceowner
Linux Push Script
Quick question. I was poking around and unable to find anything very easily. I was curious if anyone has previously looked into writing a script that would push information from a linux host much like the ae_script pushes information from a Windows based box. Anyone write one? or is there possibly one in the works?
Has anyone written reports to compare ServiceDesk Plus CMDB info with AD/IIS and other tools?
I am using a number of tools that need to know about assets on the network including but not limited to AD/IIS, SolarWinds NCM & NPM, and IDS/IDP tools. We have most of our assets in SDP (routers, switches, workstations, servers, etc) and I want to follow good ITIL practice and use the SD CMDB as the authoritative source of data for all of the other tools. Doing this initially requires extracting the asset information from the CMDB to compare against the data in AD/IIS and the list of monitored
SD+ Scheduled Scanning
How can I make sure that the audit settings for scheduled scans will include all domains? Some of our servers are on a different domain and I want them to be included with the "workstation scan." Thank you, Justin
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
ServiceDesk Java High CPU utilization
When DB is MS SQL - Java.exe utilize about 70-100% of CPU. Switch back to MySQL turns a normal CPU utilization - 1-5%. It is a feature by default? I tried it on different OS (WinXP, W2k3 Standard, Enterprise) and is always the same. I want to use MS SQL but I don't like such a high CPU usage.
Can we run multiple MS SQL Server instances on the same DB server
We are currently running two instances of ServiceDesk Plus, one in MS SQL Server and one in MySQL. We want to convert the MySQL to MS SQL Server and run it on the same DB server. Can we just setup the database instance with a different name (other instance DB name is servicedesk)?
Backup sticks at 50%
Trying to run a manual DB backup using "backupdata.bat" - Job starts then stops at 50%, java.exe then goes through the roof at 99% CPU.
ServiceDesk Plus TCP/IP port number
My IT would like to configuration Firewall rule for ServiceDesk plus software. Which port number need to open for client to access ServiceDesk Plus server. Thank you
Old hyperlink showing up in notifications
I changed the path to the SDP portal, and then went into all of the notification templates and changed the hyperlinks to make sure they point to the correct place. However, it is still sometimes putting the old link in there (which goes nowhere now; causing the user to contact me about the link). What's up with that?
How are IT Assets calculated?
How are Assets tracked by the asset cap for your SD+ purchases. Currently we are allowed to have 250 assets max. We are receiving errors saying we can't add any more assets because we are at our limit, however, under assets view it says we have a total of 252 assets: IT Assets Workstations 80 Printers 3 Routers 2 Servers 70 Others 97 How then, are the 250 assets calculated? Is it just the first 250 names that are listed under "IT Assets?"
license renewal !!!!
what is the difference between perpetual license and annual license? What will happen once the annual license expired and forgot to renew? The system will stop running or something else? Thanks a lot for your answer in advance.
To create a survey with different questions and different level of satisfaction
In a same survey, I would like add two questions with a different level satisfaction. Question 1 ? Answer YES or NO Question 2 ? Answer Satisfied / Not Satisfied / ...... Could you help me ? Thanks in advance Robert
Change MYSQL to MSSQL server
Dear all , I have Services Desk Plus Version : 7.5.0 Build 7509 In first time i setup with MYSQL , now i want change to MSSQL server 2005 so i have lab test , i backup database and restore with new server with MSSQL , this is error Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ===============================================QUERY = INSERT INTO wordmap (APPL ICATIONID,WORD) VALUES(1, N'/> </imagedata'); java.sql.BatchUpdateException:
Oracle?
do i have to use mysql as the backend or does support desk support Oracle at the backend as well?
Request Templates: Should have option to have "Add Assets" disabled
If the customer portal is used, within Request Templates, it should be an option to configure SDP to disable "Add Assets" in Requester Details, or even not to display requester details at all. For secuirty reasons, there is a case for portal users NOT being able to All the assets within the enterprise.
Prefix for Purchase Order No.
Hi Service Desk Plus Supportteam, is it possible to add some kind of prefix to the PO No.? We're working with 5 digits (a letter and four upcounting numbers (example: B0005, B0006, B0007 and so on)) in the moment and think about using the year with a following number... Thanks a lot, Albae
Email Fetching (other than IMAP & POP3)
Due to corporate policy, our parent company no longer allows IMAP, IMAPS, POP3, or POP3S. This will dramatically impact our ability to use SDPlus. Previously, I did submit a request related to this, and the answer was that SNMP fetching would be investigated and included in a future release. This was back when v6 was the only version. We are now on v7.5, and am, still, impatiently waiting. Please provide the status regarding this request
Changing the domain
We are planning to change our domain from "xyz.domain.com" to "abc.domain.com". What precautionary measures should i follow so that the domain name change does not affect the way my users login to the self service portal? Aris
The Schedule Reports stop working
Hi, I'm running SDP version 6.0.0 build 6.15. The Schedule Reports stop working and sending the report suddenly. Please advice Hassan
Priority Ordering in Requests view
I'm sure this has been raised before but the priorities are listed alphabetically and not logically. So, Priorities High, Medium & Low are listed as [ High, Low, Medmium]. This isn't logical.
How to Change the default domain
Hi, We have installed SD+ Professional on a Multi-Domain environment, and if possible like to set one domain as default on the drop down combo, is it possible? Thanks
Managed Software
Hi How do I change the list of managed software in SDP? Thanks Neil
Firewall problems using Servicedesk for another pprt than 80
Hi! When i use another port than 80 for servicedesk through a firewa i have problems inside servicedesk. I tried 8080 and opened the firewall for 8080 and mapped NAT 8080 to servicedesk. It works fine to log on to Servicedesk but i am not able to perform specific issus, e g to assign a case to a technician or other stuff inside a case. Strange. It works fine if i use port 80. Regards Borje
Script needed for email history
I need a custom script to extract all email history between technicians and users. I can extract emails sent from a technican to users, but not the other way around.
there is no attachment in outgoing mail from SDP server after 7509 update
I have my custom report that by shedule task send to my e-mail every day. Since Iinstall 7509 update I get mail but without attachment (report in xls format). Request mail I get normal (in my request no attachment at all). I install ms office outlook on SDP server and configure SMTP on it. Save local my xls report. Create mail and attache xls. Send it. I get mail with attachment. This say that my mailserver (Exchange 2007) work fine.
Column Width - Solutions Page/Listing
The Solutions Document Listing (SolutionsHome.Do) only displays approximately the first 20 characters of the SUBJECT value. Even after I remove all other columns this column does not expand. Hovering the mouse cursor over the SUBJECT values does not expose any further information. The User is required to actually open the Solution to read the full subject. A nice option for Service Desk is to let us define column widths for all of the "grid-like" display areas or be able to "drag" them wider while
Convert MYSQL to MSSQL server !
Dear all , I was setup services desk plus Version : 7.5.0 Build 7509 , i first time i was setup to database MYSQL , and now i backup full data and setup new services desk with MYSQL server 2005 but i can't restore , with error : Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ===============================================QUERY = INSERT INTO wordmap (APPL ICATIONID,WORD) VALUES(1, N'/> </imagedata'); java.sql.BatchUpdateException: Violation
Disallowing, or notifying end users of Remote Control
hello! We are very excited to see the remote capability built into 7.500! Thank you. However, as it stands now it is a security risk to allow all technicians to be able to remotely control all computers. In order to mitigate the risk of unauthorized desktop access via the Remote Control feature of release 7506, we would like to see a option that will require the the end user to consent and allow to desktop sharing. OR, we would like the option to not use the Remote Control feature. Thank you very
Modify Home Page HTML
Is there a way to modify the home page HTML layout? We want to do some basic tweaks of the layout and I am unable to find the correct source to modify. I'm not very familiar with Tomcat so please forgive my ignorance if this is a simple question.
Completed tasks for change
Hello, I would like to report about another one bug in SD 7508. The first screenshot is Change view. As you can see only 1 task was finished for the change "security bugfix" . Actually the task still was not completed. Please find below another screenshot. My Regards, Vlad
back up problem
I had taken back up of the Advent net servicedesk, b'coz i wanted to format my syatem but now i m not able to restore it....
Group E-mail ID Problem
I wanted to set the Group E-mail ID for one of my groups, but it refuses to save with a particular e-mail address. Here are fake/equivilant details to help explain... The e-mail address that I want to put in there is itsupp@lists.place.com When I try this one, I get the error message, " Group updation failed". When I try it with any other e-mail address in that field, it works just fine and gets saved. For example, I can use these and it works just fine... itsupp@place.com AnyOther@lists.place.com
Update Workstation name if it changes, remove old assets when they dont connect after x ammount of days
How does It keep track of machines when it scans the network. can it ask to update the workstation if the name changes, also update the users if they change. Machines get re purposed all the time and this should be part of the import script to update credentials just like it updates software. Also can it have a way to remove assets that no longer connect to the server in an x amount of says. optional to do it.
Active Directory Sync-Version 7.5.0-Build 7509
Since moving to version 7.5 (~4-6 months ago) the active directory synchronization process has not been working...pass-thru authentication appears to be fine, but neither new users nor changes to existing users are showing up. I have verified that the domain controller is accessible and have tried the process against multiple DC's. I had hoped that 7509 would resolve the issue, but it doesn't appear that it has. The manual sync that I ran last night just slows down the system and after more than
Notifications Have Stopped Working
All of a sudden, e-mail notifications are no longer working in SDP. I check the log and it just says... System Log Message : Exception while trying to send notification for the request. Module : Helpdesk Sub Module : - Type : Error Action : Occurred At : Aug 26, 2009 11:10 AM Probable Cause : - Performed By : USERNAME Any ideas about what may have happened?
Reporting on "tickets handled in past x days"
I'm looking for a way to report on how many requests were handled by the department (perhaps by technician) in the past x days. Typically it will be within the past 7 days. I also want to be able to separately two numbers: Number of requests on which the technician did something (asked for more info, researched, did testing, etc.), but the ticket is still open. Number of requests on which the technician resolved or closed the request. I don't fully understand how and when RespondedTime and CompletedTime
Multiple Groups in Free Mode?
Hi. SDP will not let me create a second group. When I click the 'Save' button, it keeps telling me "Group name already exists". 1. Is there a limit to the number of groups that can be created with SDP in free mode? 2. Is there some kind of limit that won't let a technician be in more than one group? Any ideas? Thanks.
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