Report
How can I get a report with all asset on it including Asset Components?
How to find Deleted requests and the user deleted the same?
Hi, I see that certain requests which were added to Service Desk plus is not present at the moment. I suspect some user has deleted the request. How can I find out the deleted request and the user who deleted them? I have admin privileges. Thanks in advance, SreeJan
Asset Detecting Network Connection Speed
I am requesting that when scanning assets the network work speed is picked up. Like it would detect how fast the lan or wireless is connecting to the network at (10mb, 100mb, 1000mb, 54mb etc). That would be a nice way to find bottlenecks in the network. Especially when you have many hundred's of pc's and don't want to check them all by hand. Thank you.
Let me know the software better before buying it
Hi, since today 25.06.09 I have downloaded and installed locally the professional edition as trial version. As I could experienced til now I find the software very comprehensive and refined. Nevertheless, I´d like to know if there is the possibility to run the software hosted in a Webserver over the internet not locally. As I could notice too, there isn´t (at least I could not find it) the "Remote Desktop Sharing" resource as mentioned in the Comparing Editions link. Also there are some lacks in
Password logon for email request
Hello, when a user send an email to the servicedesk@domain.com how he can get or reset the password to log-on to the web ?? The system creates the request account as local account (not AD domain in the system) Regards.
From Windows to Linux
Hello One and all, here is how i got myself in this delimma... I was evaluating tons of help desk aplications, all under microsoft windows 2003 and microsoft SQL server because of the ease of install, for the quick test, my desire situation is Linux... Then i stumble upon servicedesk plus, so installed it under windows.. And i happly stayed more than 30 minutes testing (more then the other apps), and guess what. I got carried away with the application, and forgot i was testing..and went and setup
Approval Link
The other day I changed some verbiage in our "Notify for Approval" notification. Now the link to the approval screen is not working. The verbiage says "click here", with the word "here" being the hyperlink. For this hyperlink, I used $ApprovalLink. Apparently that isn't working. Please help me understand what coding I need to use in the properties of the hyperlink in order for the notification to include a proper hyperlink for my users to be abel to get to the approval screen. Thanks- Marc
Merge two products in Asset Management
We have "double ups" of a few products in our asset management area. The same product with different spelling. Is it possible to merge these together.
Requester acknowledgement question
I have our system set to automatically close a resolved request after 2 days. If a requester clicks the "close request" link it records their comments in the ticket history and changes the status to closed, but still shows as "Closed without requesters acknowledgement" in the ticket details. Is this a known issue, or am I missing something?
Approval Link
The other day I change some verbiage in our "Notifying for Approval" notification, subsequently the hyperlin for the approval link is no longer working. Oddly enough, I don't find anything in the list that indicates what coding is associated with the approval link. The verbiage includes "click here" with the word "here" being the hyperlink. I used $ApprovalLink in the properties of the hyperlink, but that is resulting in Tomcat errors. Please help me understand what coding I need to use in the
Custom report "All hardware by department"
Hello, I am trying to create a custom report with the following in it: - All hardware (not only workstations & laptops) including monitors, printers, routers, etc. - sorted by site & department As far as I can see we can only select a report with all Workstations in it. I know I can make a custom report but I am not a programmer so some help would be appriciated. My finance department asked me for a list of all hardware by site. How can I get a quick and clean list of all the hardware that
How to configure the HOME display
How can we configure the HOME view to not have the "Quick create - new request" at the left of the screen ?
RequestID
Can I modify the default requestID? I want it will be like this: mmddyyy-XXX where XXX - serial number during the day. Thanks in advance.
wrong time
Hi. When i post new request , my time is wrong. In the left hand corner i have the system time , it's accurate. but the create time is way wrong. Any help will be appreciated
Wrong CPU detected in Asset reports
Intel(R) Core(TM)2 Duo CPU P8600 @ 2.40GHz are being detected as Intel Pentium III Xeon processor in Lenovo Thinkpad T400's.
filter on request template
Hello, how can I apply a filter on request template to allow requester to use only some template? Thanks Maso
AD-Import
Since using Version 7.508 we can't import requesters from the AD. Having a Windows 2003 Domaincontroller (it was working before the update). Now- if we start the import manually it looks like it is working but there's no end in sight (for hours - until you cancel that operations). If we try to fetch the OUs from Active Directoy again, we get the message "Exception occured while enumerating Oraganizational Units". It doesn't change anything with a different user or domaincontroller. Thx for your help,
Edit Request
When we select a ticket and click the Edit Request button we get a new window that states Apacher Tomcat/5.0.25 - Error Report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.common.FieldDetail.getPosition(FieldDetail.java:296) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:445) com.adventnet.servicedesk.common.FieldDetail$1.compare(FieldDetail.java:443)
Requester submit purchase order.
We were interested in our requester being able to submit Purchase Orders so we can integrate AdventNet ServiceDesk Plus into our purchasing process. Right now we have a ticket for that users fill out, and our purchasing agent then enters the items into a purchase order. We feel it would be easier for the requester to submit the Purchase Order and the purchasing agent be able to then take it over and verify approvals and process the PO. Is this planned to be released? I saw an old post from '07 saying
Requester is unable to view Request - Additional Filelds after submitting the request.
Hi, I was checking the demo software of SD Plus on http://itildemo.servicedeskplus.com/AdminHome.do & tried adding some additional Fields for requests. After adding the fields, I logged in as requestor & could view the additional fileds in the request. But after I submitted the request, the values of additional fileds was shown as Unassigned. Is that I am missing on something. Regards MG
How to generate response calculating "Response Time"
No permission for run reports created by query
SDP 7506 + MS SQL 2000 User have custom role (full access to reports). No permission for run (view on reports window) reports created by query.
How to get Subtotals(record count) in a Customised Report
Hi. Is it possible to get the subtotals (count of records under each group) in a customised report. I am trying to fetch the details as below and is trying to get the record count under the groups 'Closed', 'Open' etc. (Something like a matrix to get the counts,) Priority Closed (P4) Low (P4) Low Open (P3) Medium (P4) Low (P3) Medium (P3) Medium (P3) Medium Thnx, SreeJan
Modified Request Template
Hi, I'm trying to modifysome additional templates that I have created but every time I ry to add a field or change the layout, only some of the changes are saved. Have tried starting from new and for some reason my chaqges don't save even though I select "save" and then "Finish"? Any help appreciated. Thanks, Stephen
Mdodified Request template
Hi there, I'm trying to modify some additional request templates but everytime I add fields or change fields, only some of the changes are saved and some fields don't even stay on the new template? Have tried creating from scratch but this doesn't make a difference? Any help is appreciated. Thanks
Server 2008 environment support
Can you tell me if a full Microsoft 2008 AD environment is supported on v7.0.0 build 7022? We are having trouble importing the requesters from AD since fully upgrading and shutting off all server 2003. Thanks.
SDP behind Apache reverse proxy - configuration question
Hey guys, Is anyone sucessfully using SDP behind an apache reverse proxy server? we are a service company exposing the self service portal to clients, rather than coding a web form and making an API call to SDP we would rather use reverse proxy to expose SDP to our clients. We have managed to get it to partially work but still have issues any config examples would be gratefully received Many thanks Dan
how to create workflows involving more than 1 departement(ex: New Joinee)
A new joinee to an organizatino involves provisioning from IT, Facilities, HR and finance and all these are in sequence to complete the onboarding process. Can anyone one help in telling how do we go about to acheive on SDPlus 7.4
Custom views per Site?
Hi, Is it possible to setup custom views per site? Technicians in each Site can see all views created! How can we deal with that? Greating, Ferry Pranger, NL.
Apple Macs
Hi All I am trying to add Macs to my Service desk and am stuck, any ideas?
a THANK YOU thread for the Service Desk Staff!
Hello to our friends at Zoho! i just wanted to post a thread that actually THANKS YOU for your help and hard work. Questions that i have posted here recently get answered quickly and acurately and we are very grateful. As "power users" of your product, i am frequently in the positon to identify anomolies in the software and would like you all to know that I admire and respect all that you do to provide us a nice product at a fair cost, that is able to be fixed quickly when broken. Again, just
Purchase Order Module - V7507
What happened here? You have taken a semi-working module and just tossed it into a blender, presenting us with whatever came out of said blender. 1. Email Vendor/owner - used to attach a PDF file to the email that would be sent out. Nice and clean. Most of everything was there. Now? Switched over to inline HTML. WHY? It does NOT work any better. Case in point. When you open the email it shows the PO nicely formatted and with the company logo. here's where the problems start. Firstly,
scan and update error
hI, When I open an asset and start rescan workstation... its give an error How can I update my assets ? FAILURE :Database exception while updating Workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,245,826,943,104. THANKS! HARRY
report showing summary info of workstations
Hello, i have been trying to come up with a custom report which will show me all the info i have availalbe about a particular asset; inlcluding what is in the custom fields. currently the 'computers by domain' fits the bill pretty good, however there is no option to select my additional fields. can you please help with this? thank you very much.
why do tickets assigned to groups show as unassigned?
Hello~! when my techs look at the default view of "unassigned" tickets, ones that are already assigned to other groups show up. is this supposed to happen or do i have a configuration problem? thank you, Linda
Adding Categories
Hi, Is there a bulk category, sub-category, item add functionality? It would save me a considerable amount of time if I didn't have to add it all in manually via the web interafce. Thanks Stef
Is it possible to export the requester details info?
Hi, Is it possible to export to csv the requester details? Or could I run a report and get the info that way? Thanks.
Reply requested email to close Ticket
How can I setup a business rule to closed the ticket when a user reply their request with Closed in the description? Apparently, business rule don't like this.
Problems loging into the service desk using
We are having the issue that when I use the alias URL feature, I changed it to Servicedesk.<Domain>.local and we set that address with DNS as well. Now when we use the original server name <Servername>:8080 you are able to log in with no problems with IE but, but when a user uses the Servicedesk.<Domain>.local:8080 they are prompted with a winodws log in prompt first before getting to the ServiceDesk Plus site (using Internet Explorer). If they put in JUST thier user name and password (from Active
After update from 7507 to 7508 view request crash
Dears, Some one have sucessful update process from 7507 to 7508 update. After we did it some request view result in the following: 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: java.sql.SQLException: Error during query: Unexpected Exception: java.lang.ArrayIndexOutOfBoundsException message given: 13616
Nested Stack Trace:
** BEGIN NESTED EXCEPTION
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