Complicated business rule setup
Hi, We only monitor the service desk during office hours. But we have people on call who need to be called by the requester to get support. I would like to setup a structure that e.g. our of normal business hours, tickets with priority very high, are assigend to a technician and he gets an SMS and Email send. I can setup a rule that he gets that all the time, but want that this only applies out of normal office hours. Any ideas?
Mail Settings
Hi, I am new Adventnet Service Desk plus. 1. may i create the ticket via mail. ie, when i send the mail to Service desk plus, it should create a ticket for me. 2.I installed and configured the mail settings and notifications "ie. When the user creates ticket, they should get acknowledge". But my user net getting any mails. Regards Rajkumar
Scan workstations with ae_scan.vbs
Hi! I'm testing the ServiceDeskPlus 7504 in an environment with RedHat5 and I used the script "ae_scan.vbs" to collect data in windows workstations out of domain, but all the information that the ServiceDeskPlus server receives are about hardware and none about softwares on the workstations. However I note that the XML file generated after execution of this script contains data about softwares installed on the workstation. Someone can help me about this? Thanks, Fernando
Domain Scan process not work
SDP Version: 7.5.0 Build 7504 ML Database: MySQL Browser: IE 7, FireFox 3.0.5 Lang: Russian We had upgrade from 7.0 to 7.5 build 7504 and it works! Unfortunately, we have some critical bugs after upgrade: 1. Domain Scan process not work. After try to use Windows Domain Scan procedure product Server IRIDIUM just showed high CPU and memory utility, but system didn�t respond. The Domain Scan process is high critical for us! 2. Group editing of Requests works incorrectly. After group editing Requests
Migration from Windows
We currently have SD+ v7.0 Build 7014 installed and operational on a Windows 2003 STD server. All's running well, however we'd like to migrate the system over to a Linux distro like Debian Etch or Ubuntu 8.0 Server. What caveats, if any, am I faced in doing this and what would be the way to do so? We're not wanting to change SQL serves, we'll stick with the MySQL Server on the Linux distro which is what we are running on Windows (The MySQL server installed with SD+ on the Win box.)
Email fetching breaks
Everytime the server shuts down unexpectedly or our mail server is restarted, SDP fails to retrieve new emails. Any way for fetching to resume without manually restarting the service?
something inherently wrong with new / existing Requesters
When a requester is not recognized the service application will by default add them to the requesters list. Good? not so sure. Editing the requester in admin does not really mean anything as if the display no longer matches, another entry is created for the user. I just tested this send an email, service desk adds it, I change the display name, send another. Service desk creates another. What I'm asking is why the application goes by display rather than email address. Would this not cut down on populating
Contract Name field does not show all the text.
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
Active Directory import with a Windows 2008 Domain Controlle
Anybody out there using Windows 2008 Server as a domain controller with SDP? We have started our testing of 2008 server, and find that SDP fails when it tries to import requesters from Active Directory, when we repoint to a 2003 server it has no issues. Just wanted to check to see if anyone else has run into this. Thanks, Alex
Reporting: Searching History for Status Changes
I'd like to be able to run a report to show all reports that have had their status changed to "X" at some time during its history. For instance, when we farm a support request out to external support, we change the requests status. I'd like to be able to run a report showing me all the requests that involved external support, and which technician needed the support. Thoughts on how to do this?
Network scan
Hi, Is there any option to first scan the number of systems which are turned on then scan for the changes done in the system as it will not create any duplicate assests. Thanks and Regards, Vinay
the performance?
How Many incident per day can service desk plus can handle? is it suitable for large enterprise?
Blank page in web client
For some reason we lost the ability to view the web page of our service desk server. We had lost one of our domain controllers around the same time - not sure how to fix this as we can't view any of the web pages even though they appear to be running. Help!
LDAP update vs. terminated employees.
Hello everyone. And happy Monday morning. While I love the import of LDAP users, I'm having a problem. An employee was terminated and I took her out of the requester section. Now at my company we don't get rid of the profile right away, so when I do an LDAP import (Done once a week to catch new hires) it's still bringing her back into the request section. Is there a way I can permanently disable her? Maybe block disabled accounts from updating with the LDAP? Thank you for your time.
Request view keeps showing earliest request in the database!
Hi, We've been troubled by a (bug?) in Service Desk for some time now... Quite frequently during the day when I'm working on the helpdesk, I'll click a link to open a request, and instead of the request ID I asked for it loads the earliest request in the database (the request with the lowest ID number). This is happening a lot, and even the latest build of Service desk hasn't solved it. Does anyone else suffer from this and is there a fix. I don't know if the URL for a request link is being generated
7.5 HotFix 2 - Purchase Orders appears "squished"
Just did the upgrades to 7.0.22, then 7.5, then 7.5 HF 1 then 7.5 HF 2. Everything looks good so far with one glaring error. The purchae order printout appears "squished" Somehow the defualt got changed so that P.O's print in landscape rather that portrait, no worries, fixed that one, but, as you can see from the attached image, there appears to he an extra "column" in the P.O.s now. See how everything at the top is compressed to the left, while the last row, from General Information on appears normal?
Upgrade / convert 7.5 build 7452 to 7.5 build 7504
Is it possible to either upgrade or convert the beta 7.5 build 7452 to the new 7.5 build 7504? I believe I've read somewhere that upgrade from beta to final release isnt possible? Is there a way to work around this? (I was able to apply our licence to the beta buildt though....) Regards Thomas
Network scan
Is there any option to scan the number of systems present in the network and then scan for the changes. As this option will not create any DUPLICATE assests.
Changing a custom field
We have created a custom field called RCA (picture attached). It currently reads: System Error - Conditional System Error - Hardware System Error - Software Bug We would like to change them to System Issue. The question is. Will this change tickets that have been already close or will we have to manually go back and change each request individualy. Any input would be greatly appreciated.
Lack of Development of Enterprise Edition
I am concerned about the lack of development of the Enterprise (ITIL) edition of SD+. Whilst I understand there are many more people who use Requests than Problems and Changes we pay a premium for the Enterprise edition and yet see little improvement. There appears to be almost nothing to look forward to in the 7.5 roadmap for the ITIL features. We have 15 technicians using the Enterprise edition and I think SD+ is an excellent product and does a great job managing Requests. However there appears
Parenthesis in filters and search criteria needed
Filters and search criteria should have the ability to use parenthesis as this would allow for greater accuracy and flexibility. I don't believe you can write a filter to accurately return the records for the below statement. Statement: I want all requests that the Group is "xyz" and the Request Status is "Closed" or the Group is "xyz" and Request Status is "Resolved"
cannot moved mysql db
hello, I am a newbie in database managemt for ADVENTNET and i have been assigned the task of moving mysql db to another server. in the new server (NEW_SERVER) we have installed a fresh installation of Adventnet and we would like to copy the database from (PREVIOS_SERVER) to NEW_SERVER. can you please help urgently. i have done backupdb.bat and then on NEW_SERVER i restoreDB.bat but nopreviuos data has been installed. thanks for the urgent help nazeedah
SD 7503 Bug Reports
.asdf
Every PO Becomes An Asset?
While starting to put in PO's, I have noticed that every PO that I close shows up within my Assets. I have a lot of PO's for SaaS, Consulting, etc... that have no reason to become assets. Anyone know of a way around this?
Where can I get documentation of database structure?
Hi I am looking for documentation of database structure of the Service desk Plus software. - Tables and Fields structure outline and diagram. Could you please let me know how I can get it. Thanks in advance.
Reporting on Work Logs in Problems and Changes
I have a report which shows me the work logs for the previous day for all Requests but I am having all sorts of trouble getting the same type of report for any work logs which are related to Problems or Changes. Any ideas anyone? Thanks. Brad.
Macro for Tasks
I would like to see the ability to create macros that contain task creations that I can apply to a request at any time. Example: A new hire request is emailed into the system. I see that it is a new hire for the US so I run the US New Hire Macro which would create the 4 tasks needed. If the new hire was for the UK I would run the UK macro which would create their 3 tasks.
Different Sites? General question
Hi, In some descriptions I briefly read something about different sites. At the moment we have 2 different versions of service desk running. 1 since ages for IT and now we have a new version for development. But we would like to put them both in the same system, without getting confused. Do you have an idea how to put them together? In the end they should be isolated. Problem is the education of users, with the development desk I was able to manage to get everyone to use the system rather than sending
Import Software License(s) list from Excel Speadsheet
Is there anyway I can add all the software license(s) we have on a Excel Speadsheet or a Access Database in to the Asset managment section. Is there anything on SD7+ that we can import via speadsheets? as we have a lot of old infomation we would like to import in many sections
Error: Report Info Windows stays on screen
As you can see by the attached image, the info window that pops up when your mouse hovers over the report title does not go away. it will change is the mouse is moved over other titles in that block, but, even when the mouse is moved completely out of the block, it stays there, displaying the info for the last title you hovered over. This clutters the screen and makes it hard to pick other titles.
Editing Assest "Bug"
Not really a bug, but a weird reaction: I found when editing an asset that is assigned to a user (who is in a department), after changing it, the ownership log shows the asset being reassigned to that user. Example: Blackberry is already assigned to Eric, in the IT department. Changed phone number on Blackberry to update it. Ownership history shows "Performed on Tue, 20 Jan 2009 02:33:53 EST by Eric Colley State In Use 1. Assigned to User Eric (Department :IT Services)" although it was already assigned
Generate Report from the Requester data/Table
Hi, I've imported AD data but I need to clean it up in SDP. How can I generate reports and download to a CSV file the requesters information. Regards, Nuno
Reply from Blackberry
Not sure how the system reads back in request replies, but. When I send a email from a request in the system and reply from my desktop using outlook it is read back into the thread of the original request in SDP fine, but if I reply to the same email from my blackberry the system creates another "new" request. Do you have any idea why this is happening? It is really annoying because many of our users reply from blackberry. Is anybody else having this issue? I am running SDP 7504 Thanks
Request does not fall under your permitted scope.So you are
Our requesters are getting the following message when they try and link through to there requests from emails. Request does not fall under your permitted scope.So you are not authorized to view the same We recently upgraded to 7504, and I noted that the issue was fixed in a previous hotfix release. Can someone please help. Thanks J
(MSSQL) query to remove categories containing old tickets
Hi All, we are currently using SD+ 7504 on MSSQL2005. In the past we made some bad category/sub-category decisions so I wanted to delete some old and unused categories from the system. Deleting does not work in the GUI since old/closed tickets are still using those categories and thus they are merely 'greyed out' in the GUI. is there a way to remove the categories i do not wish to use anymore including the tickets still assigned to them? I can create reports to see which tickets are using those but
Preventive Maintenance Tasks Disappearing
We have several Preventive Maintenance requests set to be run on a weekly and monthly basis. The Preventive Maintenance request runs and the appropriate requester, technician, and/or group gets notified, but then when you go to look for the request ID in the system it is not there. The only way to use the Preventive Maintenance function (and not have the request be deleted from the system), is to select the red arrow and not rely on the scheduling.
SD 7.5 compatibility with Windows Server 2008
Has SD 7.5 been tested with Windows Server 2008? I have both 2008 and 2003 Standard available, although I would prefer to use 2008 if that's an option.
Ticket shall stay closed even if Email comes in
Hi, at the moment if a ticket is closed, and someone replies to the closing Email, the ticket gets opened again. In 99% of time, they just reply with a thanks, and the ticket gets opened again. Therefore is it possible to set up a rule that tickets do not get opened again if they are closed? Many thanks,
Technician Management issue.
Hello everyone, So at my company I've been put in charge of getting this thing running, which went great until I did a test to delete a technician and add one back in. Now when I try to add myself back in the form completes but I do not show up in the list of technicians. Is anyone else having this problem? Any help would be greatly appreciated. Thanks in advance.
Escalate to another priority - How?
Is this functionality possible? (My version: 7.0.0 Build 7020) When a priority 3 requests is 30 days old, it should escalate to a priority 2. When a priority 2 requests is 15 days old, it should escalate to a priority 1. I have build SLA's that reads the priority and sets the resolution time accordingly. But when it comes to escalation, all I can see possible is the function of sending an email to a tech or the ticketowner. That is not what we are trying to achieve, rather we would like it to change
Next Page