Edit A Conversation
Hi ! Is it possible to "edit" a "conversation" ? Working for a school, it is possible that someone might report an issue and actually give us "too much" (ie. sensitive) information -- like a SSN .....Information that we (as the "technician") should contact them for -- but not something that should be stored in the database with the help ticket. I can't find any way (short of doing a SQL query directly to the table) to actually edit a "conversation" to remove the sensitive data... ?? Thanks....
SD in Greek?
Hi there, is there any other requests for Translating the SD in greek language? We don't use the multilingual version. But if there will be a greek pack can we migrate to that without unistalling the SD again? Regards George
Access to Schedule
Hi We are running ServiceDesk 7.5 build 7507 and like the new technician schedule. I would like the technicians to be able to manage their own schedule but have access to the "Technician Availability" screen. Can you advise is this is possible. Thanks Gary
Problem/Change History (Property View)
I have noticed that the "By" field is always blank on the History tab when in Property view. Can we get this fixed please? Ver 7.5.0 build 7507
Approval Request Link
Hi all. When I click on the link generated for approval a request, I got this error: Apache Tomcat/5.0.28 - 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
org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Single Sign-On Problem
Hi, I wonder if anyone else is experiencing the same behaviour like I do... ServiceDesk, Ent., 35 technicians, updated to latest version. AD authentication (+ SSO) activated and works for SOME technicians. For some of them it does not and they are presented with the "logon screen" (username, password, domain). IE 6 + SPs installed. Yes, I have cleaned the cache, checked the SSO settings in IE, added the ServiceDesk server to local intranet sites. Still the same. Any ideas please? Thanks in advance
User name or password is incorrect
Hello, All of a sudden no one can log on to SD+. I'm not sure if it was a network change or a software installation that caused it. It's version 7.0.0. Can someone help me reset the password? Thanks, Kelly
Notify Technican when Request is closed
Hi there, is there any way of notifying the specific technician when the request he was assigned on is closed? I know that there is a notification rule where we choose a list of technicians to be notified and not the technician who's assigned to that request. with regards, George
Backup Scheduling - Problems post 7506 upgrade.
It appears to be impossible to configure the Backup Scheduling following the 7506 or 07 upgrade. If I select 'today' I either get an error saying configuration was not saved or I get a date in August! This may be a date formatting issue.
error with "ae_scan.vbs" script
On some PC with WinXP SP3 the éxécution of the script "ae_scan.vbs" returns an error. See attachment. Have you an idea of the problem ?
Backup - Restore
How do I restore the backup data of the old server in a fresh installation on other server ? Do I have to take backup of any other files ? Will all the systems scanned will be there as it is ??
email attachment is not showing up at servicedesk plus
If user sent an email with attachment it arrive only the email without the attachment? Any suggestion how to fix the SDP ? we are using v7507 Thanks
Group Default on Template Disappears When Tech opens a ticket
Hello, We have set up templates on the Help Desk to auto fill the Group field to either IT or Systems depending on the template used by the requester. We have just noticed that on occassion, the Group field on the Request does not contain the default that has been set on the template and also the template itself regresses back to a selection as opposed to the default. Upon investigation, this seems to happen when a technician opens a request. Example: IT - E-mail Template has the field
email attachment for ServiceDesk Plus + view issue
When viewing requests, I select multiple requests and click "edit requests". I get the window and I can change the group, subgroup, technician etc when I click save there are no changes to the jobs. If I do this same method to one job it works. There seems to be a problem when doing it to multiple. The Other issue is when staff sent an email with attachment Adventnet receives the email without any attachment. Any suggestion how to fix these two issue? user Service Desk Plus 7507 Thanks
LDAP integration?
Is SDP able to integrate with LDAP server? By integration, I need: - User Authentication (Single Sign On ) - Contact/Resource Lookup - Contact Update? - Import from LDAP
Reports - "Edit" Option
Inside the "Reports" tab, we can choose any of the pre-defined reports (e.g. "Reports by all requests" -> "Requests by Technician"). However, we found out that only SDAdmin will show up the "Edit" option to customize the report (e.g. select columns to display, filter options, etc). Technicians with other Roles do not have such "Edit" option - even they have Full Controls to Reports. Anybody knows what's wrong? Thanks. Stephen Au
Problem Seeing Upapproved Solutions
We have a problem seeing unapproved solutions, that is not an issue for any of the other view options in the solutions tab. It has been like this for several hotfixes and still remains since upgrading to 7507 this afternoon. A screenshot is attached to show what happens. The status of the solutions seems to somehow have the HTML embedded into it. I'd appreciate some help fixing this issue asap. Cheers John
MySQL to Mssql
There was a necessity to change a database server with mysql on mssql. Database change has passed successfully, but at restoring backup there was an error. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup
Shedule of technicians 24/7 support
It would be nice to plan our technicians in the sheduler not only the unavailability but also who is reachable during nighttime and in the weekend by cellar phone. More general : supply definable types of events in the sheduler.
ITIL and Helpdesk
Hi guys, Have been trying to align the helpdesk with ITIL practice and process should be that once the incident is resolved the SLA has been met however the resovled status does not timestamp the databse and when incident is flagged as complete the timestamp is overwritten with the time ticket was closed. Between the time the issue is resolved and closed does contain several tasks (verify that customer is satisfied with resolution, ensure knowledge base was updated, create ticket for changemanagement
License for Technician
Hello, I'm evaluate SDP and would like to know the license counting for technician. It's count by con-current user or named user? Thanks. BR, Simon
Remove Support tab
The support tab does not show for requesters, which is good. How can this be removed from technicians as well? The first line of support should be the admin, the ability to select support should only be available to the admin role. Is this possible?
7507 issues
Hi All, The problem we are having is when trying to open a new request or existing open request it diverts to the request number #17, we are currently up to #50000. This happens in IE7. We have deleted all cookies and Temporary internet files and this makes no difference. If you copy the link from IE 7 and paste it into Firefox then it opens the correct request. This problem occurs on multiple PC's running Servicedesk plus. Anyone else having this issue?
change layout of request view
Currently the screen which displays the request is in the following order: * request * request details (status, category, date etc) * contact details * contract details I'd like to re-arrange this view and move the request details section to the top. is this possible, and if so, how? thanks Luke
ae_scan.vbs running but not posting info to database
Hello, we are running version SDP 7.5.0 Build 7507. We have run the ae_scan.vbs script on several PCs. It runs fine and finishes with no errors, but the asset does not get created in SDP. We can get to the server portal/web page from that same workstation so we know there is not a communication issue. What are some troubleshooting steps to help us determine why the workstation is not communicating with the server database? Joe Zimmerman
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance Miguel
ticket can no longer be located once merged
Hello! i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question, or concern - is this: What happens when two tickets get merged that are entered by
Survey Results in Admin Panel Weird Ordering?
I have noticed since upgrading from 7018 to 7505 that the survey results are now grouped by technician and then date. It used to be just grouped by date, when you have a few technicians it is very annoying scrolling through and then going to the most recent date. Is this a bug? Is there a fix coming? ta
Carbon copy
Hello. When I send a request , Do I make a carbon copy? I mean some requests need to share with other members in a same team. but I can't find any CC(carbon copy) filed in the request. Thank you.
Service Desk Returning Blank Page
Hi, Today I have a problem where nobody that uses the service desk can login. The service desk immediately returns a white page trying to access the main page (even when loading from locahost). I had this issue before but removing the SESSIONID cookie solved it. Now each time I visit the SD this cookie gets created (indicating something is happening) but again, a pure white page is shown with no html. Its like the SD is having trouble somewhere and just returns nothing instead of an error. We are
Reports besides technicians?
Hi there, Sometimes there is a need for reporting without having to be a technician. Here is an example. Sometimes a Director of a department needs to have some reports from the SD without having to be an Admin or a technician. Is there any way of making a simple requester to have the ability of creating or viewing reports without being technician or admin? And if not, don't you think that that would be helpful? kind regards george
Desired name in Internet Explorer tab?
Hi there, Is there any way of changing the name in the tab of the Internet Explorer? I think it's called title bar but I 'm not that sure so I have attached a print screen in order to check it out. Have a look, :) regards, George
DropDown Boxes Alphabeticaly
Hi there, We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say: 1. Low 2. Medium 3. High The order that the values will appear on the dropdown list will be: 1.High 2. Low 3.Medium That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so,
Notification on assignment in group?
Hi there ( again :) ) I will state the situation in order for you to have an exact image of the issue. We have made some groups and in those groups we have placed some technicians. For example: IT Group 1. john M 2. Maria K 3. George A We have created some business rules like the following: If a ticket arrives that has X for Category and Y as Subcategory should be placed in Group : IT Group. Then we have selected the option where the technicians who belong to the group can be notified with
Update the old tickets ???
May I update the Old Tickets? I need set the site and this is null in the old tickets. Thanks a lot ! BR.
Documentation problem. What does "MaxUsed" mean?
Using ServiceDesk Plus 7.5. Looking at a scanned software item there is a graph on the right with three columns, "Purchased", "Installed" and "MaxUsed". The first two are obvious, but don't know what "MaxUsed" represents. I can't find the definition in the documentation or online. What does "MaxUsed" indicate? Improved documentation would be very welcome.
SDP 7.5 vs SDP MSP edition
I see Servicedesk plus MSP edition (Beta) is now available for download ? What is the difference between SDP MSP (Beta) and SDP 7.5 Cheers, Clay.
Task order?
Is there a way to reset/change task order when adding additional tasks to a request template? Let's say that I forgot to add a task, or that a new task needs to be added. I would help GREATLY if we could change the order of the tasks being shown in a request. This wuld allow a technician to perform all of the tasks in the order specified.
Request Asset set to NONE
Right now we have an issue where each time a user submits an email request, the request is created in the system with the requester's first asset attached to the request. As you see in this screenshot: We would like it for the Asset to be set to NONE as a default as we use it to attribute requests that are specific to an asset. Is there a way to do this now? Thanks.
Import Sites from CSV
Hi, I am trialling SDP for our Service Desk team; going through setting it up and seeing what we can and cannot do. Importing from AD for machines and users is working well for me but I am dubious about setting up our sites. We have over 500 sites in our organisation which would need importing into the SDP database and I do not relish doing them all by hand. I can't see an obvious method but is there a way to import sites using a csv file? Thanks in advance.
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