Change View Sorted By Text Additional Field
When sorting the change view by an additional change field (type text) the change view through an error and the view broke. Fishing round the foums I identified the personalizedViewMap rtable and removed the change entries and restarted servicedesk. This gave me back a default view but now I can't save changes to the view. Any help would be much appreciated
Re-assiciate group to requests after group deletion
Hi all, Please help. I deleted 2 technician groups, and combined the members of the 2 groups into one group. Doing this, i accidently deleted the reference to the two groups in all requests logged prior to deleting the groups. I want the references back in all the calls. I assume it must be possible to do an UPDATE command on the calls directly on the SQL database. Which table will i have to look into in order to find the request/group association? Thanks
Can't get Servicedesk to fetch mail
I am having trouble connecting to the exchange server 2007 mailbox. We can get to the host, and authenticate, but when it goes to connect to the mailbox it fails with a "problem connecting to the mailbox" error. We are using Exchange Server 2007, which is also set up for POP email. and the POP port is 995. I worked on this for hours on Friday and nothing I did resolved the issue. Anyone got any ideas?
Remove Old Accounts
We sync requesters with AD Daily. Is there a way for the scan to remove users that it added via the sync? Ones that no longer exist within AD? We currently have over 100 accounts that have been imported into AD that no longer exist in AD. We are using Build 7015
Who�s timid of the Darkly Paranormal?
I wanted to believe. But with his big-mesh blowup of his consummate and uncanny TV series �The X-Files,� Chris Carter has turned me into a unwilling skeptic. Baggy, draggy, oddly timed and kinkyly off the respect, �The X-Files: I homelessness to suppose� is the customarily bad-despatch comply with-up to the plain�s at the outset main mist-pellicle incarnation, �The X-Files.� Released in 1998 and directed by Rob Bowman, one of the bepenetrate�s acceptable frontm en, that earlier pellicle was a seamless
Adding new software
When adding new software I get this error FAILURE: Problem occurred while trying to get software. Couldn't perform action on Products. Please report the problem to the system administrator, with the error code -1,217,453,046,180. I looked for a solution before posting this but didn't see anything. Any one have any ideas?
Internal (Technician) and External (Customer) Resolution
Is there a way to do both an internal and external resolution? Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed. For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work. The resolution currently entered is usually the steps the developer performed, followed by the request for the
Workstation ID
Does anyone know how to update workstation IDs in ServiceDesk Plus?
Viewing Tasks with Requests or on Seperate Tab
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Automated Alert Emails
Hi All, I'm trying to find the function that will email key stake holders upon a Mission Critical Error been logged. Having read through the forms people have suggested creating a business rule that forwards to another group. Can then Email that group upon new request been assigned This is a very messy solution, and sending emails to stake holders with updates, and resolution just makes it even messier. It is possible to have a email action with in business rules? This would simplify the whole process.
Tasks - Attachments
is there any way an attachment can be added to a task?
Tasks - Viewable as a Filter with Requests
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Deleting discontinued workstations in SD plus 7
I have an issue with old Workstations that are no longer connected to the domain. (typically old machines that have been disposed of) For how long does SD keep record of these workstations? They create a lot of "noise" in the reports if they are not removed after say 90 or 120 days. In the Admin Tab I can delete the assets history after 90 days - but the asset itself remains in the system Please Advice
Startup loop??
Good afternoon - we noticed a few minutes ago that we couldn't access the ServiceDesk Plus application through the web browser (although it had been running well up until then). When I looked at the server it was asking for a reboot due to some MS patches that were applied. When I restarted the server I noticed that the ServiceDesk Plus application seemed to be in a start up loop where it would appear to be loading and then restart the load process. Finally I found two errors in the event logs that
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
Notify Technician When Request is Reassigned
I've looked through all the Notification Rules and don't see an option to Notify a Technician when a Request has been reassigned to another technician. Sometimes, requests are accidentally assigned to the wrong technician, or a technician is out of the office and the request must be assigned to a different technician. For example, Technician JOHN SMITH is on vacation. A request is assigned to JOHN SMITH. Upon realizing JOHN SMITH is not available, the request is re-assigned to JANE DOE. Both JOHN
Task Notification
We assign tasks within tickets. We need to have the notification to the technician include the ticket number otherwise the technician doesn't have a context.
Scanning agent
Need to improve the asset scanning, with a redistributable agent or a enhanced scanning engine Cerutti Mauro - Italy CCNA - MCSE
Technicians email replies marked as requester
Hi, at the moment if the technician assigned to a call is SD+ replies to an email alert from SD+ about a call assigned to them or updated by the requester, SD+ will log it as an email from a requester and then send an email back to the technician with response details. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+? Cheers
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
JBOSS JMS Monitoring
Hi, I'm trying to find a counter in AdventNet Application manager that can monitor counters on JBOSS JMS messaging but failed. Please confirm if it's possible to do so and if possible, how can I go about doing that ? Please let me know ASAP. Thanks. With regards, Alex Chua
Give requesters the ability to reply to the conversation via the web interface
Requester's should have the ability to add a response into the conversation via the web interface. The only way they can add to a conversation is by responding to an email. It's only one button but would really help.
New Hire Process
We are looking for a new hire process that starts with a managers request,approvals along the way to HR, interview process, accept new hire, forms to departments notifing of new hire, check lists and equipment requests, phone requests, visual screens showing were in the process everything is, and final signoff once new hire is sitting at his new desk.
PDA Support
Service Desk needs to support PDA's for techs to track tickets. This is a feature available in many help desk applications and my agency will not consider a help desk application that does not support PDA's.
add line item to history for PO module
It would be very wonderful to have additional statuses in the PO Module to include "Ordered" and "Paid". at a minimum, please add a line item to the history of a PO to include the date and time a vendor was emailed.
Survey Page
Hi, On the survey page, the comments box reads: "Any other Comments or suggestion" Apart from the gramatical error of the missing "s" on suggestion, is there any way that we can change this? I would like it to be customisable to my organisation (ie. "'please add any comments and suggestions that you may have about the SDDC Service Desk") Can I change the page source code? If so, what page is it, and where can I find the source?
Removing ALL assets and users, clean slate
Hi Guys, I've sent this email to support but didn't get a reply so I thought I'd post here incase others had done the same thing. Cheerio Hello Support, We have not yet upgraded to 7018 (from 7011) due to some worrying threads made on the forums and will probably wait until ServiceDesk 7.5 is released before upgrading. In the mean time, I believe if we remove our assets and active directory users and then re-scan the network and re-import from AD it should fix up a few problems we have. Could someone
Help with email setup
Hi Support, I am currently having difficulties in two areas: 1) I have been trying for some time to have users generate emails from their outlook 2003 client machine to a "help desk" email group which would then automatically create the message within SDP (is it possible )? i have been trying for some time but no luck, nothing comes through i presume that the mail fetching area would trap emails and then create the request automatically, well if possible that is but it appears as though the incomming
Duplicate Computer names under different asset states
We are running into an issue with ServiceDesk with swapping out computer hardware. An example is that we have an old computer (COMP-A). This computer is currently in ServiceDesk as an asset. We are replacing COMP-A with new hardware. The old hardware is to be discarded. Even though I switch the asset state to disposed on the old COMP-A computer, I cannot add the new COMP-A computer into ServiceDesk because it detects it as a duplicate. How can I get ServiceDesk to allow for the tracking of disposed
Adding name of the caller (requester)
Hi, Is there a way to select the requester name if its a ticket logged by a call.. We have people calling in which have to be put in as requests by others in office but the requests logged need to be in the name of person calling in (though he is not logged in).. is there a way that can be done with servicedesk plus.. Thx.. Srikanth
Audit History Report is blank :(
Clicking the details report from the asset side of helpdesk I select either Choose Audit history report Audit history by Workstation Audit history by Time line Audit history by Changes Select a date Click Run Report And I get a blank page? http://helpdesk/AuditHistoryReport.do Has anyone else experienced this?
Cost Centre Codes
Hi, We have upgraded to 7017 and like the Cost Centre field in the PO section, but we are unable to add any. We receive an error ' Already exists' no matter what text we place in the Cost Centre Code field.
report RAM sizes issue
Has anyone got this quirk- In reports there are 2 for workstations with less than and more than 256MB RAM. If you go to edit these and look at the filter, it reports memory as 262144 Kb yet to edit this it is then 256MB. In reports we make where you want to filter on machines with 512MB or RAM, we have to put the filter value to be 512000 and it then shows this as 524288000. Both of these fields are an order of magnitude out it would seem. I enclose pic of the filter value we had to use to filter
Customized Request Forms
Hopefully someone can help me. I am trying to set up request templates but feel that I may be looking for something this product does not offer. I want to create a specific template with specific fields that are only viewable when selecting that request. Example: please see attached document when I'm creating a new template it appears that the fields I create show across all templates not just this specific one and I can only limit the viewability to the user and not the technician. Please let me
Duplicate computer names in different asset states
Is there a way to have 2 computers with the same name exist in ServiceDesk? We are constantly retiring old hardware, and still need to track it. We switch the old hardware to 'disposed' in ServiceDesk, but get an error when trying to scan the new workstation with the same name. What if we move it to a Non-it asset category...would it then work? If this cannot be done, can it be considered for a upcoming hotfix? It is very critical that we are able to show auditors the entire lifecycle of our hardware.
ServiceDesk is not accessible in Windows VISTA OS
Greetings Servicedesk is working fine with XP Operating system but NOT with Vista Operating system. Prompt action is appreciated.
Feature request: permissions overhaul
Lately I've been seeing a lot of disconnected feature requests regarding similar issues. Since the AdventNet guys seem to like new suggestions, I'm going to try to start putting some of them together in the form of major feature revision requests, starting with this one. I'd appreciate it if one of the support guys would make this a sticky thread. 8) The current permissions system is both vague about what privileges actually fall under the permission levels, and limited in the ability to be tweaked
TRANSLATION!
If somenone knows how can I "translate Helpdesk"? I know there's a file wich contains .txt file, but I forgot path! It's very important! :!:
changeWebServerPort.bat
Hi, I changed my webserver port from 8445 to 8080, but when I send a e-mail with ServiceDeskPlus with a link, i'm getting the 8445 portnumber with it. How can I change that? Thanks!
Can not produce report that includes Resource Serial No
I need to produce a report that includes Resource name and Resource serial No. It seems that Resource Serial No is not part of the list of choices. Any help with this would be greatly appreciated. Michael
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