Can see Departments requests - not working
Hi, I have changed a user from 1 department to another. The Teamleader of the new department can see requests from others in that department, but not from the person I moved to the department. How can this been fixed? Many thanks, Regards,
HTML code in Notes
Has anyone seen this? When I add a Note to a request, it send an email with the HTML code in it (sending as plain text). All other notification email come thru fine in HTML. A note on request Id##2247## is added by Joseph P. Hermann at Feb 12, 2009 09:13 AM.<br>Note Description : Test of Notes System<br>Request details are :<br><br>Requested by : Joseph P. Hermann<br>Due by date : -<br>Category : <br>Status : <br>Priority : <br>Title : test<br>Description : <br>Click for details
Not correct request showing
Hello, we have a big problem with SDP. The problem is that when you have a list of request and click on one to view it, another request gets displayed. Usually the tick 3 stepps up on the list. But it can be any random request in that list. Then you have to click on the forward or back arrow in the top right corner to get to the request you want. This doesnt allways happens, but approx 1/3 of the times you click. Everyone has the same problem, and it causing so much frustration that it will be hard
Report query for technician's total worklog hours per day
Hi, I need a report that gives the total amount of hours per day, per technician based on Work Logs alone, regardless of whether they are associated with Requests or Changes, etc None of the built-in reports seem to offer this functionality and I've searched the forums to no avail. Can anyone help with this? Vinn
Arranging Fields/Drop Boxes in Request Template
Hello, We are trying to create and arrange about 8 fields/dropboxes under the requester details. We would like them side by side (so two columns of 4) Currently when we add a new field/drop box it shows up in line under the 4 that are already on the left side. (See the attachment, and the red arrow) We would like the new field/dropbox to show up where the green arrow is. Is this possible?
Automating Tasks based on Requester Subject
Can any one help, I am trying to set up an automated process where two tasks are created if the subject contains a phrase. For example, if the Subject contains "GSM" or "gsm" then create a task "Switch off gateway" and then create another task due 5 days later that will say "Switch on gateway" I have tried this through business rules but it doesn't allow me to create tasks Any ideas??? Thanks
Build 7.5.0 resets which technicians are in which group
Every morning since I've upgraded from 7022 -> 7055 I've had to go into the Groups and re-assign the Technicians that are in them. Otherwise I can't assign any ticket to any teach.
Error Update 7022 to 7500 [UniqueKeyDefinition]....
I have an error message during the Update see attachment best regards Mario Environment: MS Windows Server 2003 R2 MS SQL2000 SP4
Advice on upgrading from 7.0.0 Build 7020
Seeking advice Can anyone link me to a step-by-step guide when upgrading from 7.0.0 Build 7020 to the newest version (7.5.0 Build 7504 by now)? Also, any further advice would be highly appreciated: should we rather upgrade to a lower level, is 7504 a stable release? Any known issues? Other stuff to take into consideration? Best regards Kasper
Business Rules, automatically assign requests to technician
Can someone please tell me how to automatically assign a technician to all requests using business rules, they are confusing me! Thanks !
Admin User
Ok I am running the free edition with one tech. I want my "one technician" to be an AD user and not the local admin. However i have no way of creating a new Technician (due to it being the free 1 tech version) to even temporarly log in to delete the local admin tech. How do I get around this?
Upgrade from 7022 to 7.5 Error
At updating from version 7022 to 7.5 I has received such error: Error:Uninstallation Completed. Update Manager Error Dialog: lib\startupclasses.jar lib\AdventNetNPrevalent.jar server\default\lib\Authorization.jar server\default\lib\Audit.jar server\default\lib\AuthenticationFramework.jar server\default\lib\AdventNetPersistence.jar lib\SDeskWmi.dll lib\ADAuth.dll lib\WMIData.dll README.html custom\customimages\tabheader.gif custom\customimages\topheaderright.gif custom\customimages\topheadermenucurrent.gif
Can I change default Local Admin account to a domain account
Hi, I am trying to remove the local admin technician account which is placed there by default in SD and add myself as a technician after importing from Active Directory. I cannot do this as when I try to change myself to technician, it says i dont have enough licenses. How can i get around this? I am aware that you need to create a full admin technician to delete the local, but in the free edition of SD you can only have One technician. Please Help ! Thanks
Tech still gets requests when on holiday on the scheduler
When I mark technicians as unavailable on the scheduler, they still get requests assigned to them by the business rules. Can I set it up so that if the technician is unavailable then the request stays "Unassigned"? Thanks for your help
Reports to generate on day based
Hi Team, Thanks for your earlier response and I would request you to send me the query to generate the reports created and completed for every day. i mean to generate on day report. Thanks and Regards, Vinay
Business Rules Not Working
Hi, I have 5 business rules set for "Default Settings". The first rule for example, was added to automatically reject requests that come in using the default request template. So to do this the rule works as follows Where Level is not "Level 1" or "Level 2" with the actions listed below. This rule does not work and I notice when reentering the business rules section, the rule is displayed as follows, notice the missing double quotes. Where Level is not Level 1" or "Level 2 Could this missing double
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Frustration with "Site" feature
Since upgrading to 7504, i have had problems with the site feature. I enabled "map office name to site" in the AD import, which populated all users with their site information. The problem is: I have over 100 sites in AD. I have 7 groups in SD. This results in 700+ possible groups per technician. It is not practical to add every technician to the correct groups for every site. There is no " in every site" option for a technician. I have tried turning off the site to office mapping feature, and when
High cost for change management!!!
Hi We have been using servicedesk for a few years now and wish to use the change management module to save on the amount of paperwork we do for change control and approval. I recently requested a price to upgrade to enterprise as the change management is only available in this version and was shocked with the cost. We have a 20 technician and extra 500 device license but to upgrade to the enterprise version it will cost us an additional �7000+. Can the servicedesk team or customer services manager
i forget admin password and noone has access
i forget admin password for MSP and noone has access for MSP so how should i change password?
Impossible to send an anwser
Hi, All the user can't to send an answer. There is an error message. Thanks
Roles regression under 7.5
Previously you could click the Edit button next to any built-in role and see the permissions it would give, however this is no longer possible. While I recall several of them from 7022, I don't know what rights are granted to SDCo-ordinator and therefore cannot allocate the role. Can anyone confirm what access this individual gains?
Surveys Sent
I can't seam to find a way to view how many surveys have been sent out, only Surveys completed. Can anyone tell me what I'm doing wrong. Also when I view Survey results under Admin, the rating is different to Satisfaction level. Not sure exacly what the rating measures
cannot login
after successful migration to sdp 7.5, none of our technicians can login. The third login text box which allows us to select local login or domain login is missing. As this default to none, this may be causing the login to fail. any suggestions?
Servicedesk and Facilitiesdesk
Is it possible to merge both applications so that users can easily switch between servicedesk and facilitiesdesk?
edited announcements dissapeard
I am using 7504 and when I edit an announcement it dissapears.............. Please help.
Not able to do import from active directory
you select the domain, fill in all fields and click on import and nothing happens. The screen doesn't change, you get no error, nothing happens at all no matter how long you let it sit there.
SDP Linkedin.com Group?
Is anyone aware of a linkedin.com group for SDP? if not, is there interest in creating one?
Specific Update Path to go from 7017 to 7504?
After a really bad experience going from 7016 to 7017 (and a two day outtage), i will not take anymore chances with this software being upgraded directly to production. we are currently running version 7017 and would like to move to 7504. I was told, and would like confirmation in writing - that i need to do the following: take 7017 to 7022 take 7022 to 7500 finally take 7500 to 7504 can an advent net tech please confirm the best practices to make this happen? i will install it all on a test box
Exchange 2007
We recently updated to Exchange 2007 and now SD+ is not fetching mail...support told me that they are having issues with SD+ and Exchange 07...anyone else have this issue and figure out a work around? Using IMAP and it is enable on the Exchange server...receiving "Authentication failed given username and password." Any suggestions would be helpful.
Disabling Default Request?
Hi, I have a problem in that I cannot find a way to disable the default request template. I need users to use my request templates and not have the ability to use the default template. How can I disable the default template? Regards,
[Rendering Exception]
Hi, since upgrading to 7504 I'm unable to add or remove anything on the main screen in terms of adding / removing columns. Each column is also headed [Rendering Exception] - this is only so on the 'Asset - Additional Fields' the 'Workstation - Additional Fields' appear to be fine. Please could you help? Regards Neil
Forced Approvals
Hello, Is it an option to have an approval before you can close a request? Right now it allows us to close a request even though no one approved it. Can we make this manditory? Thanks, Wes
file attachments dont work
I am having this problem on SDP Version : 7.5.0 Build 7503 on linux. my file attachments don't show up in contracts or solutions observations. If i use a 9mb file it takes longer to attach so it is doing some type of uploading. When i look in: /root/AdventNet/ME/ServiceDesk/fileAttachments/Solutions/Jan2009/ there are folders created (i guess for each time files have attempted to be created) I have lost all file attachments which were attached after upgrade from 7.0 to 7.5 (all previous attachments
Asset Scanning.
This is more of an open discussion as to how this feature works. If someone other than tech support has the answer by all means jump in. Here's the scenario Our live SD+ server is using Ver 7.0.15 - I scan an asset it and it works fine. everything populates. In our case we are only keeping track of Laptops and as it's the case once someone leaves that laptop gets redployed to a new user. Here's the weird thing. If i change the name of the asset in SD+ and try to scan again it fails saying it cannot
How do I undelete a technician?
How do I undelete a technician? I accidentally deleted a technician and I need to add him back in. Is that possible? -Alex
Rebuilt server not starting.
I am trying to build a test server for the upgrade to 7.5. I have taken the MSSQL 2005 production database from our network, and migrated it into our test lab. When I install our current version of ServiceDesk (7.019) and link it to this database, ServiceDesk doesn't start. It comes up with the spash screen, and never gets past the "Application Layer starting". I have loaded the latest version of Java, and we are running this software on Server 2003 Standard. When I try to start the service from
Custom report - Tickets by Hour by Day
I am looking for a summary report that will be able to help me determine required staffing levels during the week based on a report from a custom selectable time range. I would like to see something with either Sun, Mon to Sat across the top or the dates then 0:00 to 24:00 in 1 hour blocks down the side. The data pulled would show there were 20 tickets requested on Monday at 9:00, 12 Monday at 10:00, 30 on Tuesday at 9:00�.. We are using MySQL Thanks, DaCoW
Editting request details
I seem to be able to edit everything within any request besides the request close time/date. This field is just output in bold text. I dont seem to eb able to make it editable. The account I am trying to do this on is the default administrator, so it has SO Admin permissions, and out of curiosity I also then added all other roles as well, but the field still does not become editable. Is it possible to edit this field, or else how can i open the database itself to be able to edit it within there?
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