change Status issue
We have added the "in progress" status to our list of "Change status too" drop down list. In the admin section this clear says to keep the timer running, however when we apply this it closes the job rather than keeping the job open and showing the changed status. Subsequently we cannot see this when the shown filter is set to "My open or Unassigned". thanks in advance Paul
Ask for permissions leveling at branches,
Dear SDP Support Team: Please open the attachment for business model in Vietnam, but also I think common over global. Normally we can have only Admin and Technical rights (2 levels) with SDP 7.0. However with customers they need more than 3 levels of administration as attached, so could you pls advice how to apply their business requirements into SDP workflow? This is very important feature that without it, customers can not manage their IT Team activities (also same scenario with asset and PO management),
Network Scan with SNMP
What do i have to do to get the Asset Serial No and the model off printers when i scan the network using SNMP. I do get the Printers name and the Produkt name. Is there a way to do this ?
Apply proper licence
Hi I have moved the helpdesk to a higher spec model this weekend and have install SDP 7015 on the new server. After backing up the data from the production server (which is also running 7015) and re-importing the data into the new server I apply the licence file (emailed to adventnet today) but i get error "apply proper licence" Please can you take a look at the licence and see if it is damaged please. Regards Stewart
editing the 'department' field in an existing request?
dear all, I'd like to edit (change) the 'department' in an existing request. This field is not a drop-down-box but generated by ADS (I guess)? Is there another possibility to change the department though? I could do it by changing the requester, but that's not a good solution... thanks for any input!
Lost Workstation Additional field data
The company I work for recently upgraded to ServiceDesk Plus 7.0.0 Build 7013. One major problem that has occurred is that the Workstation Additional fields that we had did not carry over to the new version. This is a major issue because we had information contained within these fields that is required to charge different departments for the equipment ordered, audit information, and billing information. Some of this information was only contained within the ServiceDesk software. How do we get this
Contract Module: "To View" instead of listing alp
In the SD6 Version I was able to view contracts in the contract module by when they were going to expire. In SD7 it is now listed alphab. so it much hard to quickly see when contracts are coming up for renewal. Is this going to be fixed? Listing alpha. is kind of useless. Thanks, HoopD
Asset Scan - Local workstation accounts
Hi, I was just wondering if it's possible for the asset scan to retrieve a list of local accounts configured on domain machines, or to list the accounts in the local Administrators group? Cheers
Un-necesarry Notification E-Mails
We find the notifications very useful, however the system generates some that are quite frankly pointless, and does not send some that would be useful. When a technician logs a call and assign's it to himself, receiving an E-Mail saying a call has been logged to the technician is pretty redundant, the web interface knows which technician is logged in so surely it is a simple matter to suppress this particular message. The same also applies to a call that is e-mailed in, if a technician forwards an
Reporting query and help
I would like a report that shows me the average time each technician has spent on requests by priority. I am failry sure the query below does this to get it I - Created a Matrix Report for requests - Showed technician down the left side, priority across the top and Summarized columns by average of Time Spent - I then filtered to show only completed requests for last month This is the query I get when I show query from the result. Can anyone - Confirm to me that the results should show in hh:mm:ss
CHange requester on a ticket?
After our data import into Service Desk, some of our tickets did not have the requester mapped over quite correctly to our AD users. Is there a way for me to change the requester on a ticket? Thanks, Mick Reese
Make Request Hidden/Private?
Is it possible to make a request hidden or private so that only a particular tech or admins can see it?
Request not being closed when using email link?
We've finally got our implementation running, but seem to be having a problem allowing the requester to close the ticket once they receive the email that it is in resolved state. They click on the link, which brings them to the Close Request page. Nothing happens when they click on the close button (the request stays in pending state) Is this a problem? Or something I missed in configuration?
Report - Category changed post-request
Is it possible to track in any way requests which have been recategorised after they were logged? We're implementing a new install of SDP and want a way to track how effective our categorisation scheme is.
Issues in 7015
Print Preview button in PO module still not working when creating a New Request - phone number for Requester does not show up please help thanks
Addition to Available column in Reports
Is it possible to add subject matter in the "available columns" when generating a custom report. This would be handy for generating engineer sheets. Plus a print facility for when viewing requests as a quick report as a the moment i have to copy and paste the contents of "MY open or unassigned" into word to print these off. Thanks in advance Paul
New Request - cant manually populate contact number and dept
When creating a new request, the contact phone number and dept fields are greyed out. I can see that when I select the name under requestor details, it will pre-populate these two fields 'If the information was present within the active Directory that I synched into my SDP'. This is fine for calls from people within THIS Active Directory. However, we have a number of users who reside outside this AD (or any AD that I could synch with - no WAN link) who we still have to provide certain aspects of
Help! Unable to complete db restore in build 7013.
I have recently tried to update to build 7015 but it failed halfway through and rolled back. Then the SD server wouldn't start even though I ensured the stopdb.bat had been run before clicking on the icon to start sd. We ended up re-installed sd, updating to build 7013 (this version was the one we last took a backup from) and tried the restore. However, at the end of the restore process we get the error shown in the attached picture. I have tried two different backup files but I get the same problem
Workstation IP Query
Can someone help me write the following query reports (I have no idea what I'm doing )? Workstation: IP, Resource Name, Department, Site, MAC Address (sorted by IP) & Workstation: MAC Address, Resource Name, Department, Site, IP (sorted by MAC Address) Thanks, Nate
Clearer Visibility of Link To Problem or Change From Incident Page
At present, whilst looking at an incident page, it is not clear if that incident in linked to a problem or change without selecting the drop down options for problem, change or actions. If a technician is not aware of any related problems or changes, they may not think to check those places to see and attempt to resolve the incident seperately. I would like to see a simple indication that said incident/request is linked without the need to use any menu options, i.e. by adding a number next to the
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routing change request approvals
is it possible to do the following: - automatically have a request generate a change if it is required - then automatically route change requests (one after the other) for approval and not allow any changes to the request except by the one it is currently routed to? - then once the change is complete, have the change and request automatically resolved once something is placed in the resolution field? we are needing an automated process for change management as part of our DC certification. thanks
Unable to change Workstation Status from "In Store"
Hi, We've been using SD+ Pro 7 for a couple of months now (currently build 7004), and I have been having trouble getting the imported workstations marked as "In Use". No error is presented but the state remains constantly "In Store". I've tried Actions -> Modify State from the summary page, or from the Resource Summary, Resource State - In Store [change] yet neither of these seem to work. Interestingly, when the Assign / Associate window pops up from the Resource Summary window, it shows Asset is
Deleting Request does not remove the attachment
Hi I have a number of requests with attachments that I do not need any more. If I delete the request it does not remove the attachment which means my database and backup are just getting bigger and bigger. Having asked about tidying up the database after deletions I was given this:- c:\Adventnet\Me\servicedesk\Mysql\Bin>mysql.exe -u root -P 33366 servicedesk Mysql> delete from aaaaccsession; Mysql> delete from auditrecord; Mysql> delete from recentitems; Mysql> delete from errorlog; When we delete
edit variable ServerAliasURL
Does anyone know how and where to edit the ServerAliasURL I have ServiceDesk Plus running inside and outside the FW with Proxy servers, but the notification messages send the actual server host name instead of the public one.
question about the survey
Is it possible to receive a notification when an user complete a survey? (by email for example). Because today, it's not possible to say when someone complete or not the survey (only when you go on the specific part on the appli). It's possible for us to track the comment added on the survey. Let me know.
Assets Scan question?
Hi, I'm currently evaluation ServiceDesk Plus, and I have some question during using it. 1. Can I avoid to scan some PC when I use "Windows Domain scan"? 2. Why I cannot scan any software in Linux PC? I have started SSH or Telnet service in my Linux. However, SD+ only scan hardware infomation. Best regards, Letter Lam
Automate emailing of changes to public folder
I'd like to automate the (body) text and actions of changes we undertake in SDP to a microsoft Exchange public folder. Long story as to why I need to do this (dont ask). Is there any functionality in SDP that would enable me to do this ?
Non-Imported Users Logging On
Hello All, SDP v7012, Users who have not been imported into the system can still logon. This was not the case prior to 7 I am in an environment where not all users of the domain should be able to logon to the system. What's the deal here? Why was this changed?
Forwarding Request leaves no history?
Am I missing something or does the action of forwarding a request not get logged anywhere? Is it possible to add this as a feature - at a minimum, I should be able to see on the history tab that I forwarded a request and to whom. It would be nice if the history also included any attachments that were sent.
Anonymous solutions portal access
Hi All, Can anyone tell me if its possible to allow anonymous access to the solutions portal and if so how? cheers Oh I'm on version 7.0.0 Build 7014
Support for PDA's / WIndows mobile deviced
Just wondering if anyone was using PDA's or windows mobule devices for technicians to comment and close tickets remotely. Any issues I should be aware of before we look to purchase the s/w. Thanks all.
7014 - New Change Calendar Views - Not working IE7
Thanks for the Change Calendar feature changes implemented in 7014. Seem to work fine in IE6 but don't appear to work under IE7. Just get a browser exclaimation mark in the bottom left status area, and the screen doesn't change/update. Regards, Andy
Persistent Support for web server using SD Plus
Hi, We are using SD plus as delivered with default web service and database. Like to enhance web server performance by turning on Persistent Support. Understand SD plus is using TomCat. Cannot find where is the config file for this. Appreciate advise from anyone Thanks and regards, Jupp
Approval For Solutions
At present it is possible for a technician to add a solution to the solutions database without anybody checking through to make sure it is accurate. This can lead to public solutions being made available that are not technicially accurate or suitably formatted to fit with the IT policies. I would like to see an option that can be set to enforce an approval process for solutions before they are entered into the solutions DB.
tasks database schema
I'm trying to develop some custom reports on the tasks area of ME, does anyone have a schema for this area of the database ? I have checked previous posts but not been able to find any schemas with relationships shown for this area. Many Thanks
Custom Report for "Solutions"
Has anyone created any custom reports for the "Solutions" data using Crystal that they would be willing to share? I need to create a report showing when the solution was entered, the author, category etc.. I am hoping someone has already culled through all the tables and done this already. Thanks in advance for any help you can give! Chris
Configure the link when open a ticket
Hi again, Can we configure the link when a user open a ticket? We have now a link like this: h**p://ucpfhds01:80/WorkOrder.do?woMode=viewWO&woID=4678 and we want like this: "Problem number 4878" It's possible? Best Regards,
Custom Notification e-mail
How can I adjust the e-mail notifications to include the "Created By" field?
Can I just update my license?
Can I just update my license on my build 6003 ServiceDesk Plus software? Then later deal with upgrading to the latest version? Or am I forced to upgrade with my new annual license? Thanks again for your time. Bob
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