problems to restore the database ServiceDesk
to execute the command to load the database me the following error. and the database does not load please help it is urgent
Forward not showing in History
We are currently using build 7011. When a certain type of request comes in, the Technician forwards the request to an outside vendor for resolution. I am not finding any record of the forward through either history or conversations. Any help?
Users roles requests, but not see old requests
Hello Is there a way that a user can be granted permissions to be able to create and view open requests with the option of them not to see closed requests? I think this would be a good thing. That way if you have technical info that is way beyond the users capabilities they can just look at that and attempt it. only to make things worse. if the feature is not there can it be added to an update. thanks,
Email attachements not received by regester
Hi, we have found impossible to send email attachment to some email servers. The email is being sent correctly from our mail server. Problem is on the other side because Mac OS mail client and some mail servers ignore attachment which are "multipart/related". Right configuration for sending attachment should be: [b]Contect-Type:[/b] multipart//mixed "multipart/related" attachments are often used by SPAM senders to incorporate images into text message, therefore some spam filters/mail servers/email
Assets - Workstations v Servers
I am a little confused by how SD+ handles workstations/servers/laptops as assets. We are just about to deploy a new server and when I add it to the assets and select SERVER I get a different/reduced set of fields compared with WORKSTATION. When we scan a network, any new servers get scanned in as workstations with the "full" details that we require, is there a way to then label these as servers rather than workstations. Thanks in advance - Terry p.s. when I try to delete the "server" to re-enter
Change - Make an announcement
Hi there, Is there a way to customize the contents of the announcement generated from a change (ie: in a change click Actions and Make an announcement). By default it includes the title of the change plus the resolution. I'd like to change this so that it includes the discription and roll-out/backout plan. Is there a way to change this in the same way we can customize email notifications (set the variables), or by editing the DB in some way? Many thanks, Mario
Custom Report
I would like to generate a report that gives me a table showing the categories and a count of the total number of calls that have been completed and those outstanding. please find attached a sample of output please assist
Removing product type.
When I'm trying to remove product type from SDP I got following error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,224,784,601,700. Any suggestions? Thanks, Sergey
Searching Notes?
Hi We make heavy use of the notes fields but I have noticed that when you perform a search the Notes data is ignored. I see there have been a few requests for this in the past. Is there an intention to include this functionality in a future release? Thanks Gordon
Query Report Error
I am trying run the Survey Overview Report but the query given below will not run. It gives me the error : 'FROM_UNIXTIME' is not a recognized function name.' please assist SELECT wo.TITLE "Request Title",aau.FIRST_NAME "Requester", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i')"Request Created Time",ti.FIRST_NAME "Technician",DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt
Disabling the "re-open a closed request" on mail f
Hi, When a technician add a resolution and close a request, a mail notification is sent to the requester - this works perfectly well. But it happens sometimes that a requester wanting to say thanks to the technician answers the mail notification... so the mail fetching service catches the answer, and automatically re-open the request ! Is there a way to disable the re-opening mechanism ? thanks in advance ;)
Service Desk Plus unable to fetch mail
Service Desk Plus unable to fetch mail. I get the 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; the username and password are correct.
Bug Incoming mail settings ?
Hello, If i try to connect to a POP3 server running on a nonstandard port on the same machine as SD5, SD5 tries to connect to the other POP3 server which runs on the standard port and doesn't use the port given on the form. Is this a known bug ? Will it be resolved ?
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Purchase reports including cost centers
We are looking to generate quarterly purchase reports, showing the cost center for each purchase order. We could then see which aspect we are spending the most money on and compare it quarter by quarter. The option to include cost centers in purchase reports doesn't seem to be available. Is this possible in the current iteration of SDP? Many thanks Neil
Requester department view
We have a few client heads that have requester accounts, but they would like to be able see all the tickets that have been created by their department. How can we set that up on their requester account?
Changing requests to problems
How does one change e-mailed requests into service desk into problems??
ae_scan.vbs for Mac's (apple)
In Asset Explorer and now SDP 7.5 we are able to use the ae_scan.vbs file to scan the PC's using a login script. This file seems to simply create an XML document which is submits to a URL on the SDP server. Has anybody, or is it planned to write a similar script to collect data from the Macs and *nix computers on the network. We are currently evaluating SDP to replace a number of our tools, and the lack of Mac inventory is currently the major drawback for us. We have a 30/60% split from Macs/PC's
How to Convert Assets to Software Licenses
Is there a way to convert items entered as assets into Software Licenses? Prior to Software Licenses being an implemented feature, we had used asset categories to track software - but now we would like to convert it to the proper system to make use of the software integration. Without having to re-enter (and then delete the assets), is there a way of doing this?
Manually added server.
In case of the problem mentioned here. I had added server manually. But I can't enter resources for it: ram, hdd, cpu, os ... Why?
Simple message ability
Is there any way to send a message to another technician without it having to be in a request or via Email. For instance , a telephone message left for another technician , when that technician returns they get notified that a new message is there for them. I know it is possible to have something similar using tasks but its not quite there .
Domain Scan - workstation entry
When I am doing a domain scan, it overwrites a workstation entry if it has the same Service Tag. Is this normal, if yes, how do I deal with workstations who has the same service tags. I'm currently testing the latest build. By the way, I think the 5.0 version does not act that way.
Default asset selection
When an email arrives and is fetched by the system, it appears that the system automatically selects the user's asset if there's only one. Can this be configured somewhere? I'd like to turn that off, because many times the request has nothing to do with the asset.
2 instances of helpdesK
if i have 2 instance of helpdesk HD1 and HD2. if i have to forward a request in HD1 to HD2, then HD2 sents an acknowledgement to HD1. once HD1 receives the acknowledgement, then HD1 inturns sents acknoeledgement to HD2. each of these create new calls and it goes on. so both instances keep on acknowledging each other. how do i manage that? and i cannot remove the acknowledgement mail since we want to acknowledge the end users every time they log a call.
Safari
I use the service desk but my machine is a MAC so I use Safari instead of IE. Everytime I click on something I get a message saying that ServiceDesk is not compatable with Mozilla. I click OK but it comes up everytime I click on something. I understand that people need to know that it does not work well with Safari but this is annoying. Is there any way to disable this message? My boss also has a MAC using Safari and all I here all day is "I'm not using F*** Mozilla!!!". This is more annoying than
Incorrect Processor Type
Hello We have recently started purchasing Laptops with the new Centrino 2 processors. When scanned with Servicedesk it is showing them as Pentium 3 Xeon Processors. This is not a major issue, but a bit annoying when creating reports. Many thanks Graham Build number 7018
Remove Delivery
How do I remove a delivery record and its associated asset? I presume I need to do this in mysql Thanks in advance
version 7.0 can do another upgrade
Do I have version 7.0 can do another upgrade with the same license that I have? Will this cause any problems in the normal operation of the software?
Attachments not included with emails
Attachments are no longer being included with emails. They are still part of the job, but are being stripped off before going to our exchange server.
worklogg
hello, I hope I dont stand out like a fool now. But we are currently evaluating SDP for use in our organization. It looks real good, but one problem that I found is that I cant seems to find any workloggs in the requests. A field that you can update the request with info on work that has been done. And then it has to be easy to overview for another technician who is reading the ticket. I have mostly worked with Remedy products and there you have a very good worklog. Is there any in SDP? If not, what
asset workstations
when we scan the domain, the workstations listed are those on the network currently?? supposing we connect a workstation to the network and remove it from the network, will that workstation show as well as assets?? how can we know the accurate number of workstations currently on the network??
Asset State - Adding additional options
Hi, Is it possible to add additional fields to 'Asset State' for example older equipment we can sell on and I would like to add 'Sold' as an option? Regards Neil
memory details on Workstation
how can i get a report of all the workstations with their total memory slots and to which slot how much memory is installed?
Problem in repoting
Dear Support I located there is a "term" mismatch in the report. In the "Report" Tab, When I create a "New Custom Report" Report Type = Tabular Reports Module = TimeSpent There are quite a lot of available columns for choose. where there are "Time Elapsed" and "Time Spent" I suppose the "Time Elapsed" is capture from the "Work Log" where the Technician Input the time themselves And the "Time Spent" is capture from the system generated which is (Completed Date - Created Date excluded the non-business
I have a problem when you start ServiceDesk
I have a problem when you start ServiceDesk gives me a glitch with the attached log Adeventnetservidesk
SDP Assests and Windows Vista
I've read several posts that indicate no issues with SDP and Vista. However, I have (3) new machines on my network that the Windows Domain Scan does not even pick up. The machines are powered on and are participating in the network and AD. All other assest scans pick up the other 185 machines on my network. The Vista machines do not show up at all - no errors, no listing, no nothing, nothing in the system error log. Is SDP officially Vista compatible?? I also tried manually adding the Vista workstation
Blank webpage in vista
When visting ServiceDesk Plus in Vista, we just get a blank page and nothing else but it works fine on XP I've tried patching the software to the latest release with no joy.
Scanning errors
How is that possible(see attached). I'm running scan under domain admin account. There is no firewalls on a client PC.
[7.0.7020] How to unlicense software
Hi I have accidently allocated the wrong ammount of licenses for Windows XP. How do I go about removing them all and starting again? Graham
Users "Accepting" Equipment
Hello, I'm looking for a new asset management/helpdesk system, and one of the most important requirements I have is the ability for users to somehow show that they have accepted responsibility for the equipment that they have been assigned. Does this system have some way for users to "accept" equipment that has been assigned to them?
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