Newbie question
Hi, I am currently evaluating SDP 7.0.0 and have come across an issue that I am sure has been dealt with but it is probably me being stupid! How do I assign a call (request) to multiple assignees? Say I have a call that needs more than one person to carry out particular tasks before resolution. Thanks, Davey
SDP 7.0.0 - Dumping your schema
This is a quick overview for dumping your DB schema into a browsable format that graphically shows table relationships, fields, etc. Great for troubleshooting SDP, or for creating a complex query report. Gems like the asset owner history, status history, etc. become apparent as reporting options. 1.) Install Java 2.) Download the SchemaSpy jar file, schemaSpy_3.1.1.jar, from sourceforge. 3.) Download the appropriate DB driver JDBC interface. For MySQL you need mysql-connector-java-3.1.14-bin.jar
Custom field in report
Hello, I'm trying to generate a report that includes the "IT Services" field from changes, but it is not available for selection in the "Available Columns" list at New Custom Report. Is there any possibility to include this field also in the reports? Thank You,
Association of different elements?
Would it be possible to implement the possibility to associate for example requests and purchases or requests and contracts or contracts and purchases?
SQL Server Windows Autentication
Hi, You plan add the Windows Autentication to configure SQL Server as database of SDP in the version o next build? Second question: In the Readme.html file under [SD-home] directory say: * Survey and Audit reports will not work with MSSQL True? It does not work automatically or does not work using the tips of the Help Card of the module Reports? Andr�s ZMA - Argentina
7.5 Release Date
Hi All, What is the latest on the 7.5 release date? Thanks, Greg
Query
We would like to know about the new release of Help desk
Unable to Scan Asset
Hi There ServiceDesk, I am unable to scan an asset within the ServiceDesk, the asset has been imported from AD and the system knows it's IP Address, however, when i attempt to scan it i get the following message. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I have been advised that the windows firewall is causing this issue. I am unable to disable the firewall (Corporate Policy) and would like to know if there is an exception that i can
SLA notification
Is it possible to have the additional function for let the SLA notification sending everyday until the request / change / problem is close?
Cannot edit SDGuest
Hello: I cannot edit the SDGuest role. I go into the role description and tick/untick some boxes, but there is no save option, only "cancel". Is there another way to save modifications? We are on build 7012, and do not have the option to upgrade at this time since the last attempt at upgrading failed. Thanks!
Email Notifications
Hi All, apologies if this has been asked in the past, I did a search but couldn't find anything. Is it possilbe to disable the email notificaiton that is generated when you assign a request to yourself using the Pick Up option? It's not necessary to tell yourself that you have assigned a request to you. Cheers
Firefox 3.01 - Checked items don't close or assign
On the latest build of ServiceDesk Plus, I am using Firefox 3.01. When I go to assign or close a ticket or tickets by checking them off and then clicking Close or Assign, nothing happens. However in IE7, it works.
Backup SD6Plus and Restore SD7Ent
Hi All, I have currently running a mature SD6+ on Server1. I have just installed SD7Enterprise on a new server and want to move the data from old SD6 to SD7. Can this be done with just backup and restore function ?? How is the best way to achieve this. Thanks in advance all. :roll:
Virtual Memory in asset hardware tab
When I look at the virtual memory value for a computer in asset management, it seems to be telling me the wrong number. I have a laptop that is has a 7168MB page file, and SD+ is telling me that it has 1.99GB of virtual memory. Can someone tell me why that is? I am using SD+ build 7017.
Reporting Tools for ServiceDeskPlus
Hi, Anybody please let me know what is the best reporting tools ( 3rd party product) for SDP? I need to produce some reports which involve a lot of calculations. Thank you. -einas
backup problem
Hi, we have problem with our backup, server is debian 4 and database - mysql 5.0: Error Trace java.io.FileNotFoundException: /usr/local/bin/ServiceDesk/fileAttachments/Request/Jun2008/1379/b����d.jpg (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:947) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:943) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:943)
Notify Technician of Tasks
We currently add tasks to some of our tickets when they require multiple technicians to perform work. Is there a way to email a technician their task? I know you can reply to the technician to whom the request/ticket is assigned, but sometimes other technicians who only have a task assigned to them need a reminder.
History Tab No Changes
After updating to release 7018 we are having issues with the history tab on our assets. After a scan or a workstation, we get the message "Failure: Workstation Successfully scanned. But problem while adding history of audit for the workstation :767. Please report the problem to the system administrator, with the error code - 1,216,328,996,040 Anyone have any ideas on this?
Can i create an inventory of all our software assets
Hi, I am trying to find out if i can create a manually updated inventory of all our software assets within the helpdesk tool. This inventory will also include details about licences and keys, OS compatibilities etc. Cheers and thanks for helping out Olu
Hotfix 7019 question (resolved and autoclose issue SD-9621)
Hi Adventnet, can you tell me if all the calls currently set to resolved to automatically close which have not been responded to will all be changed to status 'closed' when 7019 is applied? Many thanks
Customer Reports question
We are using the trial version of this software (Service Desk Ent) and the main reason we need this appilcation is to do software licensing reporting. For instance: I need to run a report for a particular software package with a break down of computer name, user name, and General Ledger (GL). I am putting the GL information under location for the asset, but cant figure out how to run a software report with workstation and users in the same report. I have made a sample of what it whould look like.
Service Desk & Exchange 2007 Mail Fetching
iI am unable to fetch mail when using a Exchange 2007 email account. is there any way round this.
Custom SQL Query - Software not installed and scan ok
I would like to find all workstations without Symantec Antivirus, this query works, except that it also returns any workstation that has failed all scans. I need a query like this that is limited to workstations that have been successfully scanned. select systeminfo.workstationname from systeminfo where systeminfo.workstationid NOT IN (select sys1.workstationid from systeminfo sys1 left join softwareinfo on sys1.workstationid=softwareinfo.workstationid left join softwarelist on softwareinfo.softwareid=softwarelist.softwareid
Requesters select to receive surveys at time of request
In our organization many of the users don't want to be bothered with "junk mail" even once every tenth closed support case. Other users feel it is important to give feedback about our quality of service more frequently. To this end allow the requester, at the time she creates a new request, to select whether or not she want to receive a survey.
Cannot get the Audit function to work
We have just installed ServiceDesk Professional 7018. I am having a problem where I set the auditing to occur every day at 10 a.m., but get no indication that the scan is actually happening. When I go to run any of the audit reports, the browser just hangs at a white screen. All my settings stay intact, but I just can't seem to have any luck with the scans. Can anyone help me? Thanks, Dave
Notification of request being assigned sent to group
We are wanting an email to be sent to a group or to all techs when a request has been assigned. Right now it will send an email to the tech it was assigned to, but we would like the other techs to know it was assigned by sending an email.
Pass through Authentication utilizing a higher security level
Currently in 7018, if the workstations have a higher setting for NTLMMinClientSec and LmCompatibilityLevel in the registry, then you cannot use the Pass Through Authentication without lowering the workstation's security settings. Obviously our security manager has a big problem with this, and I am sure it is the same in other companies. Please fix this issue, or bolster the security that ServiceDesk uses so we can turn this feature on.
Login bug
This is only a minor issue and I can't really think of a scenario where it would actually happen, but I consider it a flaw none the less. In configuring my system, I set up pass thru authentication, but because I'm configuring I frequently log off SDP and use a test account to test the system. While doing this I noticed that if I type in invalid credentials (put gibberish in the username and password fields and select any domain) and hit login it logs me onto the account I'm currently signed onto
Asset Scanning Causing issues
Whenever I try to schedule an asset scan, the scan causes the SD server to reboot. However, the server that SD is on does not reboot. It would appear that the SD Program crashes out, and the SD server program initiates a restart of the services. Is there any fix to stop the reboot and to do a scheduled Asset Scan successfully? Regards
open/closed request by technician gap report
i need some help in creating a report. i need a report which has the number of requests assigned to a techy and closed by the techy but also the number of calls still open during a week period. can this be done?
Moving sub-category under different category
I'm pretty sure this type administration isn't available from Service Desk interface but I was wondering if I could manually (SQL Server) move a sub-category underneath a different category? Has anybody ever had to do this? Does SD have any nice little utility programs or SQL Update scripts that would help us preform this? Thanks Jerry
Adding new licenses - SDP 7018
I hope that this is not me being really dense here but how does one add software licenses outside the PO system. I have looked and looked and cannot find it. The Help screen says: From the software view list page -> Click Create New link -> select Software License option. This opens Add Software License page. Select the Product Name from the combo box. If the product name is not available in the list select Add New link to add the product. specify the Product Name in the given field. This is a mandatory
Adding a new item in a PO
Can you please add a "Manufacture" field to the form when you add a new item in the Massive, un-sortable and every item in your DB list when trying to create a PO req. this not being in there then forces you to go into the item list and edit every single new thing you enter. Since you are unable to completely enter all the information when you first create the item this can lead to very long updating times depending on how many new items there are.
Monitor Serial no.
Hello, We are currently on SD+ Build 7015. As workstations are scanned and information on workstations monitor is populated, it seems the serial no. is no. While I understand that if the information is provided through WMI, it will populate following a scan of a workstion however; if we need to add the serial number manually, when you edit a workstation, the serial number field does not appear. It would seem the only way to do this on SQL database is to enter the information on the dbo.MonitorInfo
Single Sign on
Hi all, Is it possible to have Single Sign on. What we try to chive is that when users go the the main page they do not have to type in user-id and password. Aniel
Requester Details - Assigned Assets
Could you include an additional change in the next release to show assets assigned to a user on the Requester Details page. This is usefull for quick referencing what equipment is assigned to a user. Thanks Mike
Request Template - using html code in Description
I am creating a new template and wanted to add some html code in the body to make the free form look like a actual form to fill out.. example code of a simple table. <table width="100%" border="3"> <tr> <th width="34%" scope="row">Request Change (Internet\Intranet):</th> <td width="66%"></td> </tr> <tr> <th scope="row">Requested Due Date:</th> </tr> <tr> <th scope="row">URL: </th> <td> </td> </tr> </table> The issue is when you put the html code into the body and switch back from HTML to normal
Scheduled email notifications
How can I schedule email notifications in SDP? I would like to send an email 3 times a week, every week. The email is to notify our users that their PCs will be rebooted giving them a 24, 48 and 72 hour advance notice. What I've done to try to implement this: 1) Set up a Preventive Maintenance task that will create a request every Wed, Thurs and Friday. 2) Created a fake technician and placed it in the requestor field. 3) Since a request will be created based on the PM task, I figured I'd simply
aaaService table problem
Hello I'm using SD+ 7.0.0 Build 7018 with sql 2005. Yesterday night SD crashed. I analyzed logs and see something like below each time after user log to the system and travel throught cases. [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|: DataAccessException occured while trying to fetch service name for context : /custom - No rows found for the table AaaService in this DataObject| [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|:
HotFix 7018 Released
Dear Users, HotFix 7018 has been released. Please refer to the below link for more information. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Regards, Srikrishnan ServiceDeskPlus.
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