What relation two points have these?
What relation two points have these? If to include in closing rules, but not to include in template options the closing rule does not work.
problems with italian characters - addictionally
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. ---------------------------- In addiction we are using Linux SUSE 10 and Service Desk Plus version 7.5.0
problems with italian characters
Hi, we are writing to you because we installed Service Desk Plus on trial and when we personalize the language to italian we have strange characters displayed on it. Example: Creato da� Ticket per Priorit�� Could you help us? thank you very much. BPS
Include notes in table reports
I want to include notes in an issue report. Is that possible? How must I do that?
"Save & and new" RE: Assets
While on the subjects of assets .... I've just been reminded of a bug we currently have of when creating a new asset, if you click on the "save & add new" button. It takes you through the normal add a new asset, but then comes up with the attached error message. What I think is happening, is the section to assign an asset to either another asset or a user/dept comes up briefly but then disappears before the page is fully loaded & so you have no choice at making a selection. This is happening on both
What's possible with TFS integration?
Hi all, New here. My company just purchased ServiceDesk - don't know much about it. We use TFS for the developers - any way I can get tickets created in SD+ exported to tasks in TFS? Any API or integration exist? Thanks, Joe
Summary Report on Service Packs
I see you can run a summary report on software installed on all workstations or all hardware in workstations but I can not see how you can run a report on all service packs installed on workstations. Am I missing something or does this report not exist?
"Dueby date" in unreadable formate on query report
I have a query report that shows the �due by date� field. It shows up on the report in an unreadable format (see attached). I substitued "XXXX" for our client's name in the query to maintain confidentiality. Here is the query: SELECT wof.UDF_LONG1 'Master Request',wo.WORKORDERID 'Request ID',wo.DUEBYTIME 'Dueby Time',wo.TITLE 'Subject',wo.DESCRIPTION 'Description', ti.FIRST_NAME 'Technician' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu
Editing the product name after a new asset has been created?
Hi, Is there a way to edit an asset after it's been created? For example, one of our guys created a new asset (monitor). However, he put it under the wrong model type. When trying to edit the asset/resource details, I'm unable to alter the product name field to change it to the correct model. I am logged in with an account with administrator rights & also tried the local admin for SDP. The only way I could alter this error, was to delete the asset & create a new one. If there is no way to alter it
Change interface issues
Hello, We have some problems regarding current realization of Change/Planning interface. 1) Any leading spaces, carriage returns and other formatting elements are not saving when we use the option "Toggle HTML Source". The text after turning this option on looks like one ugly string. 2) The buttons "Save" is located very close to "Add". From this our technicians often missed and loosed all gathered text. Could you please fix this? We use 7022 release but I guess the version 7.5 has the same issues.
Administrator Account Missing
Hello All, I have just implemented our second instance of SD+ in the company for the finance department, I gave 1 other person admin rights on reccommendation from CIO and now the Administrator account has gone??? How can I recreate a new Admin account that has local access to installation? Is it as easy as creating a new user, or do I need to modify tables etc?? Hope for some help Cheers Chris
7505 Details?
Has a tentative list of fixes and schedule of release for 7505 been published?
User Belongs to a site other than you have access too
Has anyone reported this? (See image) I have associated all sites to my account , logged out then on, and still I can close a ticket. The user is associated with a legitimate site that I am associated with. Any thoughts? SDPlus 7.5.7501 Thanks!
Restore not working
Hi, I'm trying to move SDP from an old server to a new one. Both servers are running 7018 with our license file applied. Our DB is around 400MB and was backed up successfully on the old server with the provided utility. When attempting to restore on the new server, nothing seems to happen. Within the command window, "requestScheme is h-t-t-p" (without the hypens) repeatedly is displayed. I've now given this a couple hours and nothing new is happening. I can't imagine a restore should take this long,
Roles - Request 'Add' and 'Edit'
in the technician roles, what is the difference between 'Add' and Edit' for Requests. 'cos i have one role where i enable for request only the 'Edit', but that tech can add request by just clicking the button 'Add Request'. can anyone pls clarify?
Bug � Alert group members
Hi! Alert group members by Email, when a new request is added to the group is working only in site with English name. We created site with Russian name and alert is not working. Thanks.
Comments drop-down does not disappear in Reports page.
When I visit the Reports tab of 7503 it pops up the relevant yellow(ish) comment box outlining the "Report Name:", "Report Type:", "Created by:" and "Description:" as I float the mouse pointer over each report. When I go away from that area, the last comment box displayed remains on the screen. Not significant I know, but it is a bit annoying. Has anyone else seen this and reported it, I haven't been able to find anything so I will raise it if nobody else has.
Strange features of the interface SD+7503
Has noticed that in some request appearance of buttons and choices varies: there is a lower underline and colour varies on dark blue. Look attach.
Global View - View All
We have recently upgraded to Version 7.5 build 7504, when we go to Global view and select view all the pop up window that appears displays all the Requests by Technician the total open jobs displays the Follwing: AAAAAAA138 (the number total is correct). Although this is not a major problem it is anoying.
Issue with Vendors
when you add a new vendor (purchase orders) and hit "save/Add new" after the page refreshes the previous entry is still there. you can either clear out the previous entry's and enter new or go to a completely different page and then back again. not a show stopper, just an annoyance.
Dynamic asset group by name?
Is it possible to create a dynamic asset group that uses part of the device name as a criteria? We use standardized naming conventions for location and device type (NY-LT-SMITH for example), and if I could use "workstation name contains" as a search criteria I could easily group devices together. Also, in the edit screen the text "Dynamic Group Criteria's" is listed. There should not be an apostrophe in criterias.
Record locking
I'm on 7022 right now. Is there a "record locking" feature in any version above the version I'm currently on? This would eliminate 2 or more techs from working on the same ticket. Dean
Update reason is not shown in history...
When editing a ticket and adding a reason for updating, the reason itself is not shown in the history of the ticket. The history simply states that the ticket has been updated e.g. Updated by administrator on Thu, 05 Jun 2008 07:06:58 Is this the correct way it is supposed to function. I'd like for the reason the ticket was updated to be displayed, i.e. Updated by administrator on Thu, 05 Jun 2008 07:06:58 A note has been added to the conversation section of your ticket.
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How to adjust time of create ticket on ServiceDesk
How to adjust time of create ticket on ServiceDesk ??? :?:
How to change the Product Name for an item detected Net Scan
During my network scan's I am picking up items which are being classified as Unknown workstation, Unknown printer etc. How do I go about changing them to a specific product type manually. Either a screen or direct access into a table(s) in the database. The product name field can be changed in the Edit Resource screen of the asset. Using IE7, SD+ 7 Enterprise , Build 7004 , MS SQL 2005 database. Kind Regards, Andy
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
Asset list by Requestor/Technician
Is there an easy way to get a list of assets that are owned by a specific Requestor/Technician? I can't see this anywhere... EXCEPT in tickets that are created. Near the bottom of the ticket is a complete list of all the assets assigned to the requestor. This is what I need to see on a per requestor/technician basis. Can this be made into a screen or something? Would make my life easier and I'm sure many others as well.
Custom request type query
This custom query in question produces the following columns "requestid", "Subject", "Request Type", "Requester", "Category", "Sub Category", "Created Time", "Completed Time", "Technician", "Priority", "Dueby Time". I also want a column which also displays "Customer", please you modify the query to include this column. SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970')
Multiple Daily Backups
I want to know if it is possible to schedule more than just a daily backup of SD+. I ask as I would like to schedule more, as SD+ has become an essential tool and it is critical I keep losses to a minimum. Hope someone can help Chris
7.5 Bugs - Tested in 7503
We just upgraded to 7.5 then hotfix 7502 and today hofix 7503. I noticed these bugs in 7502, but they also still exist in 7503 Edit Request -> "Change template" not working. None of the fields are applied. The template only works if you do a "New request" (using template) ------------------------------------------------------------------------------------------- When filling requester details, EDIT REQUEST -> type in requester name (auto fill) from ACTIVE DIRECTORY, then : contact number = : '01
Dynamic Asset Group by software
Is it possible to create a dynamic asset group that uses software name as a criteria? We have many workstations installed same software and if I could use software name as a search criteria I could easily group devices together. Looking forward your respond! Thank you very much!
Require change approval?
Is it possible to require that a change be approved before it can be implemented or closed? I noticed that I could set a change as completed even though it had not been approved.
log files
Are these necessary, localhost_access_log files? Is there a way to turn them off OR set the value so that it doesn't log everything. C:\AdventNet\ME\ServiceDesk\server\default\log These get huge and there's a new log everyday created. This takes up hard drive space and I just don't feel I need a log full of unwanted stuff in them. Please let me know. Thanks Dean
Getting connection errors
After upgrading to 7.5 we are getting multiple connect errors, most are java or explorer errors. Is anyone else having this or does anyone know what to do to fix this issue.
Searching by keyword
Is there anyway for a Requestor to search for a work order by a keyword? I know you can do this on the technician module, but our users would like to search by keyword in the title and description. Thanks
What rights built-in un-editable roles grant?
Hi, I need information about the rights of the built-in un-editable roles. Since I cannot delete them, I want to understand the rights they (SDAdmin, SDCo-ordinator, SDGuest, SDReport) grant. Thanks, Roxana
Custom queries
I have the following query which works to extract details by "request type", however how can it be modified to also include extracting the relevant "Customer" as well?? Your help would be most appreciated. SELECT wo.workorderid 'RequestID',wo.TITLE 'Subject',rtd.name 'RequestType',aau.FIRST_NAME 'Requester',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') 'Created Time',dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') 'Completed Time',ti.FIRST_NAME 'Technician',pd.PRIORITYNAME
Solution Attachment Missing
Hello, I have a request with an attachment that I add as a solution and close it, but when I go to the solution that I just added the attachment is missing. Am I doing something wrong? How come a request with an attachment does not carry the attachment over to the solution? Thanks, Wes
Definition of a NODE
What constitutes a node, what is counted as a node? -PC/Laptop -Printers -switches -servers. Hoping someone can give me an answer? Thanks in advance
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