Architecture recommendations
I'd like to hear what other SD+ users are doing for hosting this product in terms of overall architecture. My plan is to put the app on a Server 2008 VM (VMWare ESX) and the database on a SQL Server 2005 farm. Does anyone have any suggestions for what works best with this product? I'd be especially interested in how this works in a 64-bit OS environment.
Internal vs External 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
Network Device Scan doesnt work
Hi, I am user of SD Plus and i trying to scan cisco firewall and router with appropriate SNMP Community String and ssh credentials, but i get the scan result as "Unknown Failure". Is there any reason to this? Regards Samad
Removing sub-category
Hi, we have a sub-category we don't wants to use anymore. How can this one be disabled. or do we have to remove it. And what will happen with the old request, who have this sub-category filled in? Jeroen
odbc Connection
We are very interested in buying the package but before, we have to be sure that we can extract data from the MYSQL database. We have downloaded an ODBC Driver for Mysql and we would like to know some information like User, pwd, database name, etc. Thanks!
Average Completed Time Report
Can anyone tell me a way to get a report that gives me the average time to complete all requests? Thanks
Task Tab
Is there a way to put a tab after Requests that is for Tasks? Right now one can only get to it by going to the Home Page and then hitting the Show All button in the My Tasks section. I would like to have a way to get to this right from the tabs at the top. If I am missing something or someone found a way to do this, please let me know. Thanks.
Cost per department report
Hi Folks, New to SDP & just building some reports to try it out. I want a report which I can run each month & find out from the work log, the cost of that months work for the department & invoice it internally. I cant find one like this already done & cant really see a way I'd do this - any tips? Ta!
Need some info on SLA escalation
I know I could figure this out myself given enough time, but I'm kind of being rushed. Can somebody who uses SLAs explain to me how the escalation part works? Here's the scenario I'm trying to setup: [list=1:c8d5ee69bb] * A request gets created in a certain category with a default technician assigned, and an SLA is applied to it that says it must be resolved within 1 day * If a day goes by with no resolution, it will trigger level 1 escalation which escalates it to another technician The part that
About AD / Windows Domain Scan problem
Dear Support Recently i am testing the Build 7018 with a fresh install. I can't import the user from AD and the Windows Domain Scan is also no working. (SD+ automatically scan all my domain and listed as Public domain at the Windows Domain Scan after i install SD+) When i try to import the requester from AD, it throws General failure while performing the operation. So , i try to delete the domain at "Windows Domain Scan" and recreate it myself to see whether it helps or not. It throws the following
Who deleted change
Hi, How can I find who deleted a change order from ServiceDesk? In the log file doesn't seem to appear something about who did it. Thank you,
hiding quick create
Hi All, We are trying to force our users to fill out the request forms fully by having mandatory fields. But the little buggers have found that if they use the quick create method then it by-passes a lot of the mandatory checks. Is there anyway of either hiding the quick request or making it force users to fill out all the mandatory fields??? Cheers, Phil
SD+ 7015 to 7018 trashes Servicedesk on MSSQL
Oh joy its trashed but again and my test machine using mysql its fine, why does it hate mssql so much? Oh well there's my rant now for the joyfull reinstall only thing I like is the backup was taken and that the automated helpdesk backup files stopped around a month ago
SD crashes while scanning assets
anybody else experience this? locks up my server to where the application is slow and only a reboot fixes it. sd 7.0.15 windows 2003 server vmware 2gb memory fyi -doesn't matter what version of sd i'm on. It's happened on prior releases as well.
Auto Resolve
I have a request template set up for a particular common job. Is there a way of automatically setting the status to Resolved as part of the template (maybe even Closed, but that might be a step too far)? Thanks
Newbie Question
Hi, Sorry for being thick here, but how do I assign a call to multiple assignees? For example, a request that requrie a number of people to carry out tasks in parallel... Thanks, Davey
Overdue Request Report required
Hi Guys, I have searched and played in the report tab with no real luck, so am hoping someone here can? I am in need of a report that will produce a list of requests that are Open and how long they have been open, and I would like to group by something like less than 1 week old: 1-2 week old 2-4 weeks old over 4 weeks old This is to determine the IT dept number of outstanding requests and to determine how many are overdue. Hope someone can help
Does anyone know when 7.5 will be available?
I was just wondering if anyone knew when 7.5 is supposed to be available?
Temporarily Rename Category
We are setting up our Help Desk so that the Category is one of three departments (IT, Operations, Facilities) and each Category goes to a different group of Technicians. Unfortunately, one of our Departments will not be ready to roll out their portion of the Help Desk when the other two go live. Is it possible to temporarily change the category name to something like "Do Not Choose" so that the end users don't select it until the Department is ready? I am mostly concerned with if the category will
How to do this modification ?
Hi, I would like to remove the default status (open, onhold, resolved) or personnalize these by changing their name. Is it possible ? Also, I would like to rename the word 'level' to 'category'. IS it possible and how to do this ? Thanks in advance, Fred911
How to do this modification ?
Hi, I would like to remove the default status (open, onhold, resolved) or personnalize these by changing their name. Also, I would like to rename the level champ by category. Is it possible ? Thanks in advance, Best regards Fred911
SD Backup failure
Just curious if anyone else has problems where the backup will succeed every now and then but mostly fails with the following error: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: \\quantumdxi\servicedesk\SD\notificationtodesc.sql (Access is denied) at java.io.FileOutputStream.open(Native
Backup Failure
I'm getting periodic failures on my SD backups. Every now and then the backup is successful. Most times, I get this error: Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: \\quantumdxi\servicedesk\SD\notificationtodesc.sql (Access is denied) at java.io.FileOutputStream.open(Native
How can I have shared folders running on Apache Tomcat?
Hi, I am attempting to have a tech volume on the same server as my SDP software and instead of installing IIS, I would like to utilize the Apache Tomcat that currently exists on the server. How can I web share folders using Apache Tomcat that is being used by SDP software? Thanks for your time. Bob
Delete Technician - but keep as requestor
Hi, We have some associates that are no longer technicians. However, they are still employees who will periodically request service. If I delete them as a technician will they remain as a requester?
SDP 7.0 Enterprise - Vista , No login, blank screen
Just installed version 7.0 and whilst it loads no problem in Windows XP & Windows 2003 (IE 7.0) all I get is a blank white screen when accessing it from a Vista Workstation
Change DB from MSSQL back to MySQL
Hi there, Anybody knows how to or tried already changing the SDP database from MS SQL back to MySQL? I know that MS SQL is fully blown DB engine in comparison to MySQL, but apparently Audit Reports and Customer Satisfaction Survey don't work with the MS SQL. Any advice would be greatly appreciated. Many thanks, Marek
Custom Reports
I am trying to create a custom report that shows all tickets for the current day that were "resolved" - we set the status to resolve and then it auto closes after 24 hours. The issue is that there is no "resolveddate" field like there is "completeddate" so if I do the report based on the "completeddate" it doesnt show anything from the current day. Here is my current query. Anyone have any suggestions? SELECT ri.FIRST_NAME 'Resolver First Name', wo.WORKORDERID 'Request ID', ti.FIRST_NAME 'Technician',aau.FIRST_NAME
Deleting Requests
Is there any way that even if requests are deleted that they are kept in a table?? We are an American company that needsto abide by SOX compliance and SD+ is used for financial systems access and permissions granting etc, and of late there are requests that seem to have just disappeared, there are 2 admins, myself and another of my staff who I have worked with for 3 years, and she is adamant the request was not deleted by her! Alternatively is there a way I can limit deletion access to myselfonly,
ITIL Change Management
Dear all, I am currently evaluating SD+ Enterprise Edition for my organization and will like to know your comments on ITIL Change Management. Basically, I feel that this module is not really comprehensive enough. The controls were not strong and proper workflow is not established. Let me highlight some of them 1) Once a Change Request is raised, depending on the Change Type, if it's Major, Approval is a must. For this, any person with admin rights is able to close this change request without Approval.
Problem with importing asset list
I am having trouble while importing a list of servers from "csv" file . I have created a product type called servers and i select it in the asset tab and here i use the tab import from "csv" file . The result should be that the imported server list is under the product type "servers" but the imported list is not stored under the "servers" product type and are displayed as product type. Kindly suggest ne remedy.ty
Tasks - email notices do not include request ID in subject
Hi, We are using the "task" feature along with our request. When a task is assigned to a technician it assigns a task number/id to it. This task ID is inserted in the subject that is emailed to the technician. If for some reason the technician "replies" to the task email it opens a completely new request. Is there a way to embed the ##requestId## in the subject of the email? Another option would be for Service Desk to file all Task replies with the orginating request. Thanks, Jerry
Create a new database
Our company has merged with another and we need to create a new database. Please advise on the best way to do it. Using Professional.
SQL2000 to SQL2005
My company is getting rid of sql2000 servers which our current SDP is on. I need to know if I need to do anything special when converting to sql2005? Is it just backing up the data in the app then restoring it into a new sql2005 db? Or is it not possible?
SDP 7.0.0 Build 7018 crashing with SQL Server 2005
Hi, I'm experimenting a serious issue with SDP 7.0.0 Build 7018 and SQL Server 2005, from time to time SDP queries are going into suspended mode in the SQL Server and then the SDP server is no more functional. The actual workaround is to stop the SDP service, restart it and kill all blocking process on SQL Server, is there any other way to fix this? Regards, Patrick.
Description field displays unnecessary information
Hi, I just wondering why Description field in a report displays unnecessary information. Please refer to the attached report.Really hope on how to fix this? Note: I am using Crystal Report. Thank you. -einas
No response received from workstation/Connection to RPC
Hi there, I have been searching around to see how I can resolve this issue but I am having no luck with this at all. I am running 7.0.0 Build 7017 I had an issue where Symantec was blocking ports ICMP 0 and 8 and other ports from SQL server, this is now fixed applying/newer version of Symantec I was given to update on the policy the client computers which took the Symantec firewall off as the server firewall gives the protection. On the server it is configured to let the SQL server scan all clients.
7.0.0 Build 7018: asset association prevents update
I would like to submit the problem described for a bug fix. I am observing a problem where an asset will not allow update. The system pops up a message indicating 'Kindly select an asset' when I attempt to update. Further, the edit resource screen does not display the radio buttons 'Associate to Asset' and 'Assign User and/or Department'. The section below where the radio buttons should be displays the user and department information. The source code for the page does not include the radio buttons
Test drive SDP 7 beta
Hi, We did test drive SDP 7, 1st off all to see if ssh was working. I'm very pleased to see ssh is no supported in SDP 7. While running a scan on a Windows Dell server returns all expected information, a scan on a scan on a RHEL Dell server, only returned basic information on the hardware, and no information about the installed software. With regard to the hardware: the Dell service tag and model info are missing Note, we don't have the Dell mib installed on the Linux box, according to Dell the service
Problem with "Keep me sign in" user portal
Good morning, I've a problem with the function "Keep me signed in". I try all options in Internet Explorer 6, deleting cockies, temp files, security access, not using proxy, ... It nothing do. I joign a shootscreen with the javscript error. How can I use this function? Best regards, Vincent
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