Issues with ServiceDesk Enterprise and Assets/Sites/Regions
1. If a region that is attached to a site is renamed then the region is removed from the sites instead of being dynamically updated. 2. If a site is renamed then ALL assets tied to this site are DROPPED!!!! This does not make sense to me. All these keys should be relational based on the *Region and SiteID. Why is this not the case? If I have to update any regions or sites I loose all that time and effort getting the assets associated with the appropriate geographic locations. We are a multi-locational
Automatic of Techs to Sites
We are just starting on Service Desk Plus. I have my techs assigned to their appropriate sites. Trouble is that we still have tickets coming in that do not default to a technician. The categories are not all assigned to a certain tech but shouldn't the program go out and assign the tech based on the site of the user that submitted the request. thanks
Detailed PO history View using new Report Query
Hello all, I'm not all that well versed in MySql but i was wondering if there is a way to create a new query to display the following information: Created Date Individual Items listed in the PO Approval date/ Approval Person Closed date. Any help is appreciated. We're using Version 7015 Thanks ice
Rules "time to load"?
Do business rules take some time for the system to load or reconize? I am trying to create some simple rules with subject contains "blah blah blah" and they do no seem to work. I am wondering if SDP reloads the rules periodically, or should they work right away? thanks
ITIL - Costs TRIPLE SD+ Pro? Worth it?
I've been using SD+ Pro for a couple years now, and have been generally satisfied with the product. I'm very interested in the ITIL (Enterprise) version which adds the problem mgmt, change mgmt, incident mgmt and CMDB functions. When I asked for a price quote, I couldn't believe that it was 3 times what I'm paying for Pro. That just seems insane to me. Is anyone else out there using Enterprise edition and if so, do you feel you're paying a fair price for what it does? I'd really be interested in
Time notification
Hello, i have a question about notification's system. We want to realize a scheme where the second specialist will receive notification (f.e. e-mail) in case the first specialist didnt respond in some time period. Where we can find this option? thanks!
Disposed Workstations
If you change the status of a workstation to disposed, does it still count towards your total number of SDP license nodes?
SD+ 7.5.7504 PERFORMANCE ISSUES - Please Share your's!!!
Are you having performance issue with SD+? Our setup is small, dedicated SD+ server (Core 2, 8 GB Ram on Win2K3 R2 Server, Dedicated SQL 2005 Server (Enterprise Class Dell Server 16 Gb ram dual Quad Zeons), GIG Ethernet). 7 Tech's and about 800 users (but we don't open the portal for self service yet) So I think we are a small shop compared to what I am seeing on the forums. SD+ is slow. We have run into similar issues, with screen taking as much as 30 seconds to several minutes to open. In one example
Cannot add more assets
Hi, Have you experienced scanning an asset then after that, previously scanned asset is replace. I can only have 4 workstation on the list. SDP is using the active directory. Example: List of workstation workstation 1 workstation 2 workstation 3 workstation 4 --- Then scan workstation 5. After that when I go back to the workstation list. I will see workstation 1 workstation 5 workstation 3 workstation 4 ----- The system replace any of the previously scanned asset. Do you have any idea how to solve
Move an individual asset to another category
Hi Support, I have the latest version of servicedesk 7504, i want to move an asset that i have created to another category. I go into Asset management, Product, and find the Product, move that to a new category, but when i go back into the asset search field, the actual asset does not show up. If i do a search for it, it shows that it has been assigned to that category. How can i move an individual asset to another category. For example, i have created a new server which was added to a custom created
Workstation Scanning
Running 7.5.04 Does anyone else have the issue that if a workstation is renamed the ServiceDesk app does not update the record with the new machine name? One would think the app can tell via MAC, IP, Dell Service tag that it is the same machine. I am just worried when we roll this out full scale any calls associated with the asset will be lost because it creates a new asset instead of just updating. -Joe
How to: create new request from SD mail or....?
Hi, everyone! I'd like to do next - when Maintenance Task request cant be done correct, technician must create new request with Incident type with a lot of information from Maintenance request (but not all). The easiest way, I guess, is to forward request to SD e-mail address and process it with Business Rules, because duplicate request takes a lot of time (tech should find new request, edit it, ect). But SD doesn't allow that. Of course, it possible to create new request, fill in all fields and
Content of Contract Name Truncated
When listing the contracts the names are truncated to about 50% of the total field width. This makes it harder to identify when the first block of characters are like another contract. Should'nt the entire width of the field be used, or even better have the columns widths made adjustable. Damian
Prevent edit on completed requests
Is there a method to prevent editing of completed requests?
Words not understood by internal spell check left RED
This occurs in both the Solution and Ticket aspects of the product. You have to manually click leave-as-is on every word that the dictionary does not understand. If you do not it leaves the words RED even if they are correct. These red words are then saved to the call or solution and emailed to the user. Is this a known bug? Joe
Email requests not being logged
We have a very urgent issue that has just started When a requestor sends an email, the issue is not logged but the requester is receiving a email saying it HAS, but the request ID is an old id number? rebooting the SDP server resolves the issue, but the fault returns shortly after Any ideas, this is very urgent Running 7504
Users are unable to enter their phone number or department.
Hello, I'm nearing this application going live and it seems I just have one more small problem in the way. My requester can submit a ticket fine, but in the phone number and department fields, they are unable to type. The phone and department field is there, but they can't enter anything into it? With over 30 sites this is kind of important. Anyone else have this problem? Best Regards, Christina
User interface in different language
Hi, I thought that the service desk is available in multiple languages. Does it need to be enabled somewhere? Currently I can not see how to cnfigure it in a different language. We have office all over europe and would need to have different languages for each country. How can I configure the service desk? Many thanks,
remote control failure
FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,233,166,610,928. the machine is reachable from SDP, dns is working correctly,and I am able to scan from SDP.
Mysql-nt.exe keeps crashing
Our servicedesk plus server has been crashing lately with a mysql-nt.exe error. After looking around i found this Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them in the event viewer. I'm also attaching a support file generated from within HD. We are running Version : 7.0.0 Build Number : 7015. Any help is greatly appreciated Thanks Erion
No Due dates on new calls since moving to 7504
Hi since I have upgraded to 7504 we have lost automatic due dates on new calls that have come in. The calls that where moved form the older version have retained there due dates but new calls are blank. I have checked the SLA's and they are all set with timings on each SLA...? They where working fine until the upgrade...
Abillity to send the content of resolution by e-mail
I want to send KB articles and resolution to a customer by mail. Now the customer have to log into the portal in order yo view a article or a resolution. How can I do this in Service Desk?
Purchase Order Approver
i am running build 7018 of servicedesk plus and have run into an interesting issue with attempting to approve purchase orders i have created. i have a 2 technician license. the purchase order approver for my technician properties is set to false and i can not change it. the other technician does have the option to be a purchase order approver. the other technician is never going to be approving my or any POs. when i was in version 6 i could approve my own purchases; since migrating to version 7,
Remove/Amend 'if others, please specify' template
Hi all, We have recently moved to using webforms, however, in the body of ours we ask for information to help with the request. So we have an 'Any Other Request' form. As with all things advised to do, people are not using this and using the 'if others, please specify'. This isn't ideal as doesn't ask for info in the body of the template. So... can we remove the 'if others' template or amend text in the body of the form? Hope that's clear? Thanks Neil
Process Java 100% CPU
Hi, I have got ServiceDesk 7.504. My problem is that the proces java is at 100 % CPU I use run.bat but after a few minute the process java is at 100 %. Thanks Arcocide
SLA Configuration Help
Hi, Just a quick clarification on the SLA Rules for SD+, According to the forums.... The server sends out SLA Notification mails every 10 minutes from server start. I take it that means that the server checks all requests, regardless of due by date and mails accordingly to the SLA Criteria specified? I ask because while attempting to set up some SLA rules, the mail notifications i am receiving in my test environment at times specified are not correct with the SLA Criteria. e.g If I set an SLA Normal
Requester is registered twice
Is it bug or feature ? Step 1: New employee writes his first email to SD and registered there Step2: He logs in to SD web interface by his domain credentials and doesn't see his request because SD registered him second time as another user - and I can see his account doubled in SD requesters. Is it possible to avoid this situation or merge this doubled accounts as workaround ? PS It doesn't matter is requesters email set in AD or not...
Assets "In Store" cannot change to "In Use&qu
We are currently running ServiceDesk Plus 7.0.0 Build 7003 but are still having problem changing the status of an assets from "In Store" to "In Use". When selecting the asset state In Store and click on the pulldown to In Use, the assign to user/department desappears and if I select In Store again and then back to In Use it shows the user/department but even if I select the user or department and click on Save nothing is saved and the records stays as In Store. These are discovered assets but it
SDP 6 Slow
After upgrading from 5508 to 6002 - it seems to be a lot slower. Any one else experiencing this?
Request Custom Views
I seem to have found another perplexing anomoly in SDP. I am still configuring SDP before go-live (waiting for departmet/sites/regions to be fixed) and am currently creating views so that eg a technician can search for open projects on their group. I have had projects as a request type but then found that it did not make full sense as the priority matrix does not tie in with request types. I then found though that I could not create a customview on open projects because impact is not in the filter.
Purchase - Addtional Fields
Running build 7504: We can creat a new field just fine. however, when we go to the PO and try to add any data to the custom field and save the PO, the value goes away. I haven't tried it for any other module - just Purchasing.
Solution Topic Subject Titles are Cut Off
Currently, all of our Solution Topic's are being cut off and not showing the complete description. Is there a setting somewhere that will change this? This is making the Solutions area pretty useless for our employees at the moment. A screenshot of what is happening is enclosed.
Contract Name filed does not show all the test.
Under contracts, the contract name field does not show all the text. Plenty of space to show the entire name. Shows part of the name followed by ... this is annoying. At least while hovering over the name it should show the whole contract name. Hope to see this get expanded in the future. Thanks, Mark
Hotfix 7504 released
Hi Users, Hotfix 7504 got release. Please find the hotfix announcement at forums.adventnet.com/viewtopic.php?t=773921 regards, Uma..
Technician unable to create request on behalf of user
Hi, This is a very strange problem. I have technicians in 2 sites, A and B. Technicians in site A is able to create requests on behalf of users but technician in site B is not able to. I have checked all relevant configurations and it seems that all is in order. I have also attached the screen shots here. Please help. thanks.
What is wrong with this query please?
Trying to get a report of the time taken for 1st response to a user which isn't system generated. I've created the detail report for a month , but all I really want are the Min, Max and average values, so I've wrapped the detail select to make it a sub query but then it has all gone wrong - Syntax error at ) Anyone suggest what I should have done please. Select Min(FNH) as 'Min', MAX(FNH) as 'Max', AVG(FNH) as 'Average' from (SELECT DISTINCT NWO.WORKORDERID as 'Request ID', DATEDIFF(hh, DATEADD(s,
IE 8 from Win 7 Beta & SD+ v7
We are testing many of our applications for compatibility with Windows 7 Beta. IE8 comes with the OS as the native version of IE. When we try to access our ServiceDesk portal, 7.0.0 Build 7020, the login screen pops up, but after entering valid credentials, the page clears of all text and in the bottom left of the screen it says done. We tried making a copy of IE and running it in compatibility mode for Xp and got the same. We enabled all of the SSl, TLS types too. It works fine for our IE6 & IE
file attachements dont work
I am having this problem on SDP Version : 7.5.0 Build 7503 on linux. my file attachements dont 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
Requester e-mail
hi, What is correct syntax to put a list of email adress in requester e-mail field
UpdateManager shows incorrect patch versions
All, With the help the ManageEngine support, we got SD+ reinstalled last week and back to version 7.0.21 (with a restore of a full backup) prior to our attempt to upgrade to the latest version. Though a fresh clean install of the app was performed, the UpdateManager still lists updates that were attempted to install, namely 7.0.22. Note that the full backup that was restored was performed before 7.0.22 was installed. How can we clear this so that we can try updating again? Surely, the updatemanager
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