DATE information
1) My suggestion to the SDP development team is that they allow dates to be entered by keyboard, in addition to selecting them from the calendar control. The reason - it may not matter if you are entering only one entry. However, it is a pain to select the dates (especially earlier & future years and months) for more than one entry in a session. Example: Acquisition Date, Warranty Date and Expiry Dates for several assets at a time. 2) Also, is there a way (configuration parameter) to set the date
Email fatching failed
Dear Sir/madam, We are currently evaluating Service desk build 7506 where we are facing issue in receiving mails from POP3 server to raise a ticket. We have configured mail server settings according to admin guide shared in your website. We have separate mail account. We generate a mail towards the adventnet mail box, but ticket was not raised. While checking the support file, it is clearly mentioned that mail is fetching but empty inbox. Please guide us in resolving the issue with regards,
Assets
If you mark an asset as disposed, does this still take up a asset license?
newbie - case's status
Dear All, How to set the Requester to be able to set the case's status? Is it possible to Re-Open closed status? Thanks & Regards Winanjaya
Auto Acknowledgement
Hi, We should have an option where we can configure the system configuration in such a way to restrict system to send an Auto acknowledgement only on Email requests, and we should have an option in the system where we can restrict system not to send notification where support team email id is kept under CC or BCC. I think this can be done if we have an option of CC & BCC rule in notification define rule “Don’t Send notifications matching certain Criteria"
Upload / update requestor details
Two questions related to the requestor upload from a CSV file. 1) What is the required file format of the csv file 2) Can I just update certain fields on the requestor details? In my case I want to update the department for a bunck of users. How can I achieve this?
Can I edit the change control id number so it doesn't start at 1
We are about to begin using SD Plus for our change control. In our previous system, we have entered 4000 plus changes and would like the SD Plus change control id number to start at number 4500 so there are no duplicate change numbers. Can this be done? Thanks
Merge Technician
Hi All, I have ServiceDesk Plus 7.5 installed. About a month ago I enabled Active Directory Intergration, but my techs where setup locally. So now when one of the techs open ServiceDesk it defaults to thier Active Directory user account instead of thier Administrator account. My Question is how do you merge all the tickets from a local admin to a AD account? Thanks in Advance.
Update call logs via email
On the previous version we used, we were able to send an email to the servicedesk but with "##Call Reference Number##" at the beginning of the subject line. However with our new version that function doesn't seem to work anymore. Name : Zach Sheppard Email : zach@lonutd.co.uk Phone : 0208 400 6681 Database : MYSQL Convenient Time to Contact With Time Zone : between 8am - 5pm GMT Time Build Number : 7.5.0 Build 7506 Additional Comments : The function was working on previous versions but now isn't
Support with Exchange
We are looking at SD plus enterprise as a replacement for our current system HP SD 4.5 and we came across a problem with the mailserver with SD plus. It looks like right now the enterprise addition only supports POP and SMTP and as like most business we lock this down and use Exchange. Are there any plans in adding exchange to upcoming versions of SD Plus? Currently this is a serious item that is holding us back from using SD plus and we might need to look at BMC :(
Question about Service Desk, Mysql, Ms Sql
Hi, we are testing your evaluation copy now, we are thinking about to buy your software, but i have a few question, Which version of Mysql Service Desk is running? and also and very Important, Which database you recommend, MS SQL or Mysql?, I have read in your forum about some Issues With the MS SQL, but and also I have read about that MS SQL is more powerful than MySql, but I know that your default and your primary database where you developed the Service Desk is Mysql, we need to upload a lot of
Can´t create any Reports
Hi I cant´s create any Reports , here the Alert Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: Error saving file : C:\AdventNet\ME\ServiceDesk\bin\..\reports\95\2101.jasper at net.sf.jasperreports.engine.util.JRSaver.saveObject(JRSaver.java:85) at net.sf.jasperreports.engine.util.JRSaver.saveObject(JRSaver.java:58)
Remote User Cannot Enter Time
I have a remote user that is having difficulties entering time into the ServiceDesk Plus system. Is there a fix for this behaviour? I am currently running Build 7014. Thanks - Dennis Rhine
How to upgrade
I am trying to upgrade version 6.0.0 build 6007 on Windows to version 7.5 running on Debian. How would I accomplish this?
Can i force a Purchase Order to require a Resource Name upon receiving?
Hello! with the help of the advent net staff i was able to uncover a major problem in my inventory that was causing my license for 500 assets to be way off. now that i understand what some of the issues are, i have another question: how would i go about forcing a workstation to require the Resource Name be entered upon receipt of the item? this would prevent us from having to change (or delete) the item listed on the PO that gets received into the inventory. This function would be similar
Upgrade from Windows to Linux
Does anyone know the steps to upgrade version 6.0.0 build 6007 running on Windows Server 2003 to the latest version (7.5 I believe) running on Debian?
Status Box is missing
When I view a ticket, the status box in the upper-right corner is missing. I can't view the close comments based on this. Has anyone seen this before?
Technician Looses Login when associated to group
Hi there, I will try to reproduce the steps for that problem. 1. Do an AD Import. 2. After the import select someone from the requesters and promote him to technician 3.Till that spot there is no Goup available to associate. 4. Go down and select a role for the technician 5. Save without associating him to a group. 6. Go back to the Technicians List and check that the technician still has his Login credential and his DOMAIN name. 7. Open the technician and associate him with a group. 8. Press
Notification when Request Changes
Hi all, Is there a way in Service Desk Plus to get an alert \ notification whenever a specific request changes? i.e. I want to be able to monitor a request and see when it changes - currently I have to remember the request ID and periodically go into the request to see if it has changed. Thanks, Chris
remove report
Dear Support, Please advice how to repove scheduled report, which was created by acccount which was later removed from SD. Thank you,
Send emails based on operational hours
We would like the application to send out an email to the requestor telling them we are closed and will get to them when we are open when they send in a ticket after our operational hours.
Ticket Template
I was wondering if when a user selects an item is it possible to setup questions in the template. Is it possible to pre-populate the body field based on the item a person selects? Here is an example of what I might want in the body: Scrub request Scrub File Location: Client Name: File Names:
Problem work around then close incident
I like the feature that I can join several incidents to one problem, but when I have a work around I want to close the incidents, e-mail the incident reporters and continue to work on my problem. When the problem later on is solved, I want to inform the insident reporters once again with the final solution and close the problem. As en extra feature I would like to have the option to NOT create an KB-artikel about the problem.
The creation and idea of a "Master Ticket"
The creation of a "Master Ticket". This allows related tickets to be "attached" to a master ticket. When the master ticket is closed, the resolution and status are inherited to all the related tickets, and all notifications are sent. For example, if the internet access for a large company is down, you will have 1 ticket for the hardware that failed for internet. However, you may have over one hundred users putting in tickets that they cannot access internet. Once the hardware replacement ticket
Clean out asset list
Hi, Is there a clean way of removing all the assets, so we can do a clean domain scan? Thanks
Auto Reply
Can anyone tell me how to stop the auto acknowledgement to sent to the requester where the user has marked an email to support group in CC or BCC field. We only want to send an Auto Acknowledge. to the users where the support group is in CC.
Please associate the "Category" with "Site"
By now, the Category defined in SDP shows for all requester/technicians, we need SDP to do some restriction. That is, only the Category that belong to his site be listed in Category combo-box. For example, Technician-A belong to Site-A, there are 3 categories belong to this site, named as (C-A1, C-A2, C-A3), And there are 4 Categories belong to site-B(C-B1, C-B2, C-B3, C-B4), when Technician-A log on SDP, he should only see the C-A1/3, cannot see the C-B1/4.
AD Import issue
I have noted that when I am importing requesters, the system is mistakenly importing users from an OU that I did not select. As an example, I have a container called "IT", with a sub-container called "admin". I selected IT, which automatically selects admin...I then unselected admin and performed an import. The admin container is imported anyway, despite being explicitly unselected. It seems that everything works fine if the root container is *not* selected, and sub-containers are. When the
Reporting on Approval
Hi There, We are currently on ServiceDesk 6.0.0 - we will be upgrading shortly. I'm trying to run a report on all closed jobs that have not been approved. But there is no field "Approval Status" on which I can base my report. Has anyone done this? Thanks in advance, Kerry
Business Rules stop working after upgarde to 7506
I had a set of business rules to assign inbound emails from our BKExec-Servers to Admins to check on a daily basis. Since our database and product were updated to 7506 none of my busniess rules works anymore. I have made sure only the default rules are in place (none for sites/companies) and also recreated them. example rule Criterium: name of requester is "stg-backup.tbwa-ger.de" (also tried with email-address!) open set type (service request) set cat (network) set subcat (backup) set
Multiple Active Directory Domains
Hi, I need to use SD+ with Multiple Active Directory domains , my question is : 1- the Assets Scheduled Audit willl be done for all domains or only one of them ? 2- for the Requesters Sync with Active directory , it will be done for all domains or only one of them ? thank you
How do i create a report based on work log (time spent)
Hello! we are in need of a report that details the amount of time worked (total) by a technican during whatever time period. how can this be done? i do not see a summary report and i'm afraid my SQL isnt up to par to write such a query. with advance regards, LB
Report time settings
Hi all, im trying to create a report. But i dont see anything to set the date between i wish to create a report they are allways this sttings set by default: From 05-11-2009 00:00 To 05-17-2009 23:59 Where do i can chenge the settings? thanks in dvance
Requests have disappeared after importing requesters from Active Directory
After removing a few duplicate requester and running the AD import one of the users no longer can see any of his past or current request. They are still there but apparently not connected to his account. Is there anyway to fix this? Thanks
Asset name vs. Resource Name
Under "Asset"s and then "Non-IT Assets" we've created a "Hand held devices" category. The summary screen shows "Asset Name" but when you click into an item it shows "Resource Name". Is there a way to reconcile so both screen use the same language? Also, when we imported our assets, one of our fields was "Owners" which we mapped to Assigned User. Unfortunately, it created all the people as new Requestors in the system even though the names matched what was already entered into our system. So all
Removing inactive requesters
Hi all, Is there anyway that we can look up the requester last logins time? so it's easier for us to see which requester are active and which one is not? somebody? thanks
Error Upgrading from 7022 to 7500
When i try to upgrade to Version 7500 I get the following error in my updatemgrlog0.txt file (also uploaded the file). "Problem during installation of patch java.sql.SQLException: Violation of PRIMARY KEY constraint 'GlobalConfig_PK'. Cannot insert duplicate key in object 'dbo.GlobalConfig'." I have tried it multiple times a receive the same message. I am using MSSQL
Send Notification to Group/Technician when Request Closed
There is a setting to notify select technicians when a request is closed. How can we send a notification to the currently assigned group members (or currently assigned technician) when a request is closed?
error upgrade 7022 to 7005
Problem during installation of patch java.sql.SQLException: null, message from server: "Cannot add or update a child row: a foreign key constraint fails"
mysql-nt.exe keeps crashing
Hello all, SDP Version : 7.0.0 Build 7015mysql-nt.exe keeps crashing today with an error code of Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. I have checked serverout.txt for more info and was able to come across this bit of information hopefully this helps you. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned| [14:53:29:421]|[04-30-2009]|[SYSOUT]|[INFO]|[30]|:
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