Solutions SDP7506 Problem
When searching for a solution in SD 7506 the returned result set only shows a few characters for the subject line. Is there anyway to extend this? (Example enclosed)
Issues in 7506
1. When creating a new request if you select a group BEFORE selecting a requester, the group reverts back to "-- Select Group --". 2. When creating an email notification for new tasks assigned to technicians the "$AssociatedModule" is not seen as HTML when emailed. If you copy the link and paste it in a browser it takes you directly to the Request. The task link works fine. That's it so far. Still doing testing on the side.
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Purchased items quantity
Dear Supporters After starting making out PO's using the system, I found out that the quantity field only take 4 digits whish is not suitable for most of our purchasing department orders which can contain much more quantities, kindly feed me back if there is any possible way to increase the number of digits .
Change Purchase Order Number
Is there a way to change what the next purchase order number will be? Am looking to implement purchasing as part of an upgrade to 7506 but do not want to re-start order numbers from 1. I found several posts that talk about doing this with incident numbers, but they didn't seem to quickly translate to the purchase order table. Cheers, THR
Request Tempalte - Co relate Category Drop and SLA Time
Hi Please advise if we are able to co relate Category and SLA Time in Request. Eg. When i select Category as Server Request, the SLA time will auto reflect its SLA of x hour.
Resolved Request Email Notifications
Email notifications are set to be sent to the user upon creation, update and resolution. When entering a resolution and setting the status to resolved, the requester gets two notifications, one for an updated request and one for the resolved request. We don't want the update notification to be sent when the job is resolved, just the resolution notification. How can this be done?
Domain Admin password change now can't log in??
I changed my Domian Admin password last night and am now unable to log into ServiceDesk Plus 7.5? Please help as I'm really stuck now Thanks Neil
problems with notification rules
having a slight problem with trying to create a notification rule for 'Notifying a technician when a note added' subject $Technician. Ticket ID: $RequestId, note added. description $Technician Ticket ID: $RequestId. A note has been added by $NoteMadeBy at $NoteTime. Note description: $NoteDesc For further details please follow this link. in both subject & description, the $Technician query does not work, stays blank, all the other $ works. for what I need. I have created other notifications which
Can't access ServiceDesk Web Page from IE 7 on Windows 2008
Hi, I've installed a new server with Windows 2008. It's a future "Terminal Server", so users have to access to ServiceDesk Web Page. When we try to access to the page, it stay white and nothing appens... Please help me. Loic
E-mail When Closed
This may already be available, if so please let me know... Would be nice to receive an e-mail when a user closes the request with comments. Currently we have to go into each closed request and view their comments, or run a special report to get all comments from closed requests. Would be great if a person adds a comment and then clicks close that it will automatically generate an e-mail with those comments to be sent to the Technician. Sometimes we have people put comments in thinking we see them
Error when using custom created and saved filters "MY V
I have created custom filters. They show up under MY VIEW. They don't work. When clicking on one, I get errors like this in the page; <script src='/framework/java <script src='/framework/ Or some other ones that start with the same string. I can't find any information on java requrements, or other information on this error, but I need resolution.
Re-Opened Ticket Report Creation
I looked around in my reports tab and couldn't figure out how to create a report based on a ticket that was re-opened.. Can you please tell me if this is possible? I want to run a report each week that tells me how many tickets that were closed and re-opened and then be able to sort it by subject field. Thanks
Identify Workstations missing a patch
I'm struggling to construct a sql statement to find workstations missing DST patch. The workstations should have Microsoft Windows XP Professional. I also need to know some additional information about the workstation including the workstation name. Thanks.
Importing Requesters
When importing requesters one of the disclaimers is that "any duplicates will be deleted". what is this governed by? because i've tried importing a couple of names and it just keeps creating duplicates. another thing - When editing a requester above Site it says INFO : Site will be associated to the requester through a Department. Here site act as a filter to select the department quickly. Why is that when importing a requester that IS assigned to a department the Site does not populate?
Custom_HeadLogo,Custom_LoginLogo
Hi, Could please let me know where in service deskDesk plus 7.5.0 I can change the icon for Custom_HeadLogo,Custom_LoginLogo ? I Know the above file are located at c:\Adventnet\ME\ServiceDesk\Customimages> Custom_HeadLogo.gif Custom_LoginLogo.gif I need to change the images that it will feet properly in head logo and login logo? Thanks
Manually adding software to multiple machines?
Hi Does anyone know of a way to manually add software to multiple machines? I can manually add software to a workstation on the workstation screen but when wanting to add some software to many machines this is a little time consuming. As we work in a terminal server environment and we license most of the software based on device, this is the easiest way to track license allocation. An example of this is MS Office where we have to allocate either Standard or Professional CALS to each device and as
API , 7505
Hi, how can i take advantage of this new functionality, where can i get tecnical info and how to explote API
Mail Fetch Failing
Mail fetch stopped during the weekend, this has worked fine until now. I am getting following error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. However if we send email from requests or close requests then the email is being sent, it will just not fetch from mailbox, I have tried many different AD accounts in Username, and different mailboxes with no luck. I have tried
7506?
I see that 7506 is released, but no sticky note that leads to information about the associated bug fixes and/or enhancements. Please let me know where I can find information about 7506.
1 Technician's searches are extremely slow.
SD+ v7.5 b7504 MySQL. One of our technicians is unable to search in Requests within any acceptable amount of time. When using the Search in the collapsible menu bar on the side, with Search in: Requests and Enter Keyword, from the time he presses Enter or clicks Go, it takes over a minute to return a result. Meanwhile with my own technician account, a search for the same Keywords returns results in less than 5 seconds. We have tried this on our live server, and on our test server with the same results.
Remote Control Performance
Is there any settings that can be tweaked or changed to improve performance with the Remote Desktop functionality. Currently we use 3 different tools for remote control. we had wanted to use just one for ease of use and maintenance issues but the performance of SDP remote control is not very good at all. I get better performance over a slow VPN connection using VNC than I do on a local LAN with 1GB connection. I have tried several connecting to several different machines and connecting from several
Change SQL account ServiceDesk uses to access MSSQL db
I can't seem to find where to change the SQL account I originally used to setup ServiceDesk is stored. I need to change the SQL acct it uses. I also can't find instructions on how to move my DB from one server running SQL 2000 to another server running sql2005.
Sending mail when adding announcement
Hi, When you add a new announcement you can select: " Send this announcement as mail" Who will recieve this mail and when will this mail be sent? Regards, Jeroen
Save Close button...
Lets all add a note to this topic if you want the SAVE CLOSE BUTTON back..!! Why take away the only good feature with closing calls... If you are going to develop something for closure of calls why not put the effort into a drop down list for call closure catagories instead of having to guess what they are and search for them.... I have been asking for some development on closure catagories for about two years now...... Come on.... dont take features away people... everyone who agrees... lets show
Reset mail server settings
Hi Team, Please let me know if we can reset the mail server settings and also delete all the shceduled reports. Regards, Vinay
Build 7021 Technician Login Issue
After upgrading to build 7021 from 7020 this morning, technicians are presented with a typical "end user" screen rather than the screen with Assets, Purchase Orders, etc... if we use AD Authentication. If we login with Local Authentication, everything is fine. Has anyone had similar issues?
Resource Reports
Hi, Is there a way to view the associated costs in the resource reports. I've tried to create one manually but there is not the option to view the costs. Is there anything I can do to see this information? Thanks Sharlene
Ticket closed within the hour report
I've been trying to creat a report under both tabular & matrix format. But everytime I think I've found the correct way of outputting the data, some other element seems to pop up and renders it useless. What I'm trying to obtain is a report for monthy calls closed within the hour, but to also show those that have not been closed in percentage format. headings to include request status (open, closed, held etc), rows to provide days. any chance directions could be given.
Add View Requests by Requestor
For a future release, add a button (like the Edit button, or the Add WorkLog button) that says something like PREVIOUS REQUESTS or VIEW REQUESTS BY REQUESTOR when viewing the request. This is also available in the Actions drop down, but quite frankly if it's hidden I (along with other techs) forget it's even there. Thx! Richard
force fonts
SD Just wondering if there is a way to force fonts to a default setting? I do not wish for users to resize, or change font types, etc
query Managed software with contract details
Hi, I'm trying to track the contractdetails to my managed software list. So far I created a query which gives me the perfect software overview: SELECT max( SoftwareList.SOFTWARENAME) "Software", max(SoftwareList.DESCRIPTION) "Description", max(SoftwareType.SOFTWARETYPE) "Type", max(SoftwareCategory.SOFTWARECATEGORY) "Category", max(SoftwareList.FILEVENDOR) "Manufacturer", max(SoftwareInfo.FILEVERSION) "Version", max(SoftwareLicenses.LICENSEKEY) "LicenseKey", max(SoftwareLicenses.LICENSETYPE) "LicenseType",COUNT(DISTINCT(SoftwareLicenses.RESOURCEID))
Question about exchange server & servicedeskplus
I have a account in a microsoft exchange server using SSL protocol. Can i use these account for the mail-notifications using servicedesk plus ?? How i do these ? Thks Bea
Custom SQL Query Software Removal
I'm looking to create a SQL creary using SD+ 7.5 (build 7505), mysql database, for the removal of a specific software by date. I need a report that lists the software name, the workstation name, and the removal date of the software grouped by the removal date. This would not be for all software, but for running reports of the timeline when a specific software was removed from pc's and on what dates.
Cannot delete settings
SD I 've created a setting in the SLA section, under a site. But i'm having a problem with removing it. It allows for me to delete, but the item does not actually delete. When I go into the settings for it it show 'SLA not for further usage' is checked. I'm assuming this stops it from being used, but is anything reporting to it? Will this affect the data in anyway?
Adding column to "Reports by day"
Hi, I would like to add the column "Created Date" to the report "reports by day". I'm no SQL expert. Here is the query: SELECT wo.WORKORDERID "Request ID",mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",ti.FIRST_NAME "Technician",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",rrs.RESOLUTION "Resolution" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT
Technicians Keep losing their associated groups
Technicians Keep losing their associated groups. Sometimes its right after we do an AD import, but it happens more often than that.
Add Requester - nowhere to enter the site?
If I add a requester when entering a new request, there does not appear to able anywhere that I can enter their site details. Is there a way to amend the Add Requester template, or is this a feature? However, if I enter the new details go "out" and come back in again, the site options are there.
set SLA over unassigned tickets
How can i set a SLA over all incoming tickets (by mail) that have not been dispatched within 5 minutes ? Is there a way to do this ?
Suppress Email Notifications
Is there a way to prevent ServiceDesk from sending a notification email to the requester? There are times when a request is updated or resolved when we don't want the requester to receive an email (when it's an immediate over the phone fix, for example), but for the majority of the time we want the requester to receive an email in these cases. Ideally we'd have a custom field that a technician could choose to suppress email.
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