SDP domain problem
Hello: When I use SDP ,I meet a problem. Version:7009,Enterprice. Here have a Domain,several OU. a user in the domain,but don't in the requester list of the SDP.But when open the website http://***:8080 and use his Domain username and password. He can login!!!!! Then I look the requester list of the SDP, I found out the people's account input the requester list automaticly. I want to know what's the reason???
Purchase order issues
I have an 3 issues with purchase orders that are required for my organisation to use this functionality within servicedesk plus, these are: Ability to add a custom field, or the adding of a cost centre to log which cost centre who requested the item. I use PO name at present, but it is far from ideal. Is this possible. Ability to add an attachment, such as a licence scan to satisfy FAST for licence compliance. Will this be available in the future? When I create a new purchase order for a software
ITIL compliance
I have been evaluating the new version of service desk plus and have noticed a function that is missing (in my eyes anyway). This is adding documentation to an asset, either by an attachment link, or for completeness, adding a category for documentation that could be linked by a relationship. This would allow me to keep pdf's etc and the latest config for a switch or router attached to the device. Is this possible
Requester access to notes & suggestion
We use notes extensively to allow the support team, as well as the end user upto dat with what is being down. However, when a requester logs in, they have no option to see the note column from their initial display (even if they click on the configure columns button). As a result they then have to go into each request to see if a note has been added. Question 1 - How can I get requesters to see the notes column on their initial display (My requests/Department requests etc)? When anyone goes into
rc.DESCRIPTION not shown in custom report Time spent
Hi, Our SD+ version is 6015. Spanish localization. We have a very strange problem. When we try to create a new custom report, Tabular, Time spent, in the column pickup list, the field Description of rc, do not show. We think there is a problem with our database, we install in a test machine, a fresh SD+, and it works fine. Any ideas ? Thanks in advance
Just installed v7.0 Enterprise.....Change Module...
Anyone here yet got to grips with the Change Module? something I have noticed, is that currently we get developers to go to a webpage and raise a change request in a web form which basically then posts that change to the service desk mail box we set up - that then gets polled and the change is picked up as a standard SDP Ticket. Out IT Helpdesk then assign a priority 6 to these tickets and they get put into the Change Mangers queue, who then approves or rejects the Change Request and subsequently
Purchase/Inventory
Hello, When i try to add items in step 2 of the purchase tab, it wont show any. But, if i try to create a new one it says that i already got one with that name. I create the items by going to Create/New product. I also tryed to create only by following the steps in the purchase tab and it went ok. The problem is the items (lots of them) i already created. Can you show me a way to use the items i already made? Thnks in advance. Regards Nuno
Is there a way to report on tasks that have "re-opened&
We would like to report on number of tasks and we would like the re-opening of a task to carry the same weight. Is there a DB field that indicates this? Thanks Jerry
Allow to see all requests for the department
Hello, I have some department managers who would like to see the requests submitted by their departments. I select the "Allow to see all requests for the department" option under their profile and it works great. Every few days or so I have to go in and reselect that option. I am guessing when AD imports it over writes this option. Is there a way around this?
New computer objects in AD are not imported by scheduledscan
New computer objects in AD are not imported by scheduledscan. I think the problem is that i can't configure the "Check for newly added workstations every X days". SD seems to 'forget' that setting over and over again.
How long does service desk keep old closed/resolved requests
If old closed/resolved requests are kept on the system forever, the database will get larger over time, which make backup a painful job. I don't know how service desk deals with closed/resolved requests that have not been accessed for a long time. Thanks, Andy
assign incoming requests to a certain category automatically
hi all Is it possible to assign incoming requests automatically depending on certain keywords in the subject? We get e-mails generated by Servers all with a certain word in the subject and we want to assign them to a certain category upon reception. I've found a standard-category to choose for every ticket, but that's not what I want... thanks!
ServiceDesk Plus and SupportCenter Plus Online initegration
It would be nice to recieve requests from customer's ServiceDesk when they escalate request to your SupportCenter. Or I don't know that it is already done?
Replies to a Merged Request Creates a New Request
When someone replies to a request that was merged to a previous request, that reply is captured as a "new" request. Is this the intended behavior? It seems that the email should be added to the original request's conversation rather than creating a new request.
Problem with approvals after upgrade to 7.0
I upgraded our production system to 7.0 last night without incident, but now today, somebody tried to respond to an approval notice, and got the error shown below. I clear the browser cache and tried several times on both IE6 and IE7, but the error still appears. What's interesting is that the approval does go through, and in fact did so 10 times, once for every attempt. It appears that what's not working is the response to the user that tells them their approval has been submitted. The key phrase
SD7 on Linux - Unable to connect from another workstation
I have installed ServiceDesk 7 Enterprise Edition for evaluation on CentOS 5 successfully and it runs well; however, I am able to use ServiceDesk only with a browser on the same Linux machine pointed at localhost:8080. When attempting to use it from my Windows XP workstation, or any other workstation on the network, I see "connection refused" in the browser window. I have gone through the initial configuration. I was trying to connect to (hostname):8080 from the other workstations. After installing
Add Attachment without Editing ticket
Is there a way to add an attachment to a request without having to edit the request?
BUG: Default Significent description wrong
By default the description of a Significant change reads: "Routine, low-impact changes that do not require a formal approval" I assume this is an error.
How to edit Role?
How to edit role without Save button?
Closed ticket email coming from wrong technician
We have two technicians with access to close tickets. Even though the tickets are assigned to different people, being closed by different people and each technician has their own email address listed correctly, the email sent out when a ticket is closed always comes from the same technician. Obviously this cause confusion to the end-users. Can anyone help?
How to roll back a build
I installed 7010 and think I need to go back to 7000 before the Workstations tab changed to Assets tab. Too many changes and items were in the wrong places after upgrade. Any help would be appreciated. Thanks.
Requester Drop-down selection doesn't auto-fill
Running 7009. In previous versions of SD+ when selecting the user in the drop-down selection for Requester, the fields, asset, department & contact number would auto-fill. This does not appear to happen anymore.
Display emailadress in requests
Display all emailadress in requests, also CC if a adress is in this field.
Quick Help on Upgrading Version? (Don't want to break it)
Okay, we have the following SDP: Your SDP Version : 7.0.0 Build 7004 The Archives show that 7.1.0 is out. http://archives.adventnet.com/service-desk/7010/ Can anyone let me know of anything special I need to do before I install this? Do I need to jump versions or can I go straight from 7.0.0 to 7.1.0
SDP7 on Vista
Currently running SDP 7009 on Fedora 8 in VMWare player on Vista. Is there any idea as to when a Vista compatible version of SDP 7 will be released? Running on VMWare Player with Fedora 8 is smoother now than when it was running on my XP laptop (admittedly a lot slower), however I need to do Windows scans soon. I have a Vista laptop I use as my SDP base. I carry it to all of our sites when I'm there and update the scan of each Windows network. I am the only person with access to SDP. I use it more
Modifying default case numbering sequence
By default Service Desk starts case numbers with #1 and just keeps counting up. Is it possible to modify a default case numbering sequence in Service Desk, so it creates case numbers as MMDDYYYY-XXXX, where MM is Month, DD is Day, YYYY is Year and XXXX is a sequence number that starts from zero every day? Regards, Eugene
Report - Surveys out vs. completed
Has anyone considered this? I would like to create a report for the following: - How many surveys have been sent to requesters - How many surveys have not been completed - Which requesters have not completed the survey This would be helpful, especially if we had the ability to notify the requester that they still need to complete the survey.
Edit request Type
Prior to version 7, there was no way to differentiate types of requests, so we created a custom list field called Request Type with the values, Trouble Ticket (TT), Service Request (SR), Provisioning Request (PR) and User Query. Now in version 7 there is a field also called request type but there are only Incident, Request for Information, and Service Request for values. How can the values be added and edited? Currently the default values do not meet our needs and create for confusing reports.
Local User Profiles ???
Upgraded from version 6 to 7 last week. On build 7010. We noticed that after the upgrade and doing an assest scan that Service Desk made a local user profile on all the computers that it had scanned using the user name and password provided for the scan. What is the purpose of it doing this? It caused quite a stir as one of our managers had put his name in as the user and we called him on the carpet as to why he was working on a Saturday and logining in to machines he had no business being into...
Re-add AD Domain to a list of public domains
I accidentally removed my AD domain from a list of public domains and thus lost an ability to log in to the system using AD credentials. The built-in Service Desk administrator account exists, but administrative privileges have been removed from it. How do I make the AD domain public again, thus re-enabling AD authentication? I am running a SQL 2005 back-end and am comfortable modifying the database directly. Please let me know what DB tables need to be modified. Regards, Eugene
SD+7.0.9: set due date when creating ticket?
hello, i was just wondering if it is possible to set a arranged due date with the requester when creating a new ticket? We are in the situation where we have no default SLA's and log the majority of our requests for the users. We would like to contact the user set a end date in agreement and use this for the ticket. Now we have to give all our techs SDadmin rights and all tickets get the default SLA enddate which does not reflect the agreements with the end users. and can only edit this after the
Servicedesk hanging and running very slowly
Hi All, We are having an issue with service desk, the CPU will stark spiking from 20 to 100% and the system becomes very unresponsive, when then restart the service and it works fine for a day or two and then the problem occurs again, seems like a memory leak to me, how do we fix this issue, we are running build 7009 with sql as the backend. Thanks, Greg
Holiday List Not sorted
Minor issue - can the Holiday list be sortable by date or description please. At present only seems to be displayed in the order they are entered. Regards, Andy SDP 7009
Entering Dates - an easy way?
Is there , or can their be added very soon, an eay way to enter dates WITHOUT having to use the calendar pick box. I'd just like to be able to type the date in with the time in any box which is a date/time. If I want to plan a change 2 months ahead starting at 9am and finishing at 3pm and do the work at 12noon I have to adjust the start date and end date from the calendar and accept the time as 12:00, then go back and edit the time with mouse clicks to get to 9am or 3pm. Would all seem much easier
Closing Multiple Jobs
Morning, I have a problem where when a Technician selects more than two or three jobs and requests to either CLOSE or PICKUP it tries for about a minute or two then gives a CANNOT FIND SERVER Page. Upon going back to the page the jobs are not effected. Effects multiple users not just one or two.
Images not showing on IE7 Client Side
Any image in the solutions section of the helpdesk are not displayed to the requester. They are viewable on the server. Do I need to add a full file path to the images somewhere in helpdesk?
Full Workstation Report
Good Day, please can someone help me with a query... I need to import workstations via csv into SD7. first I need to eport the current Asset/Workstation/Resources (Workstations) the problem I am having is none of the std reports dor workstations extracts the Serial number of the workstation, please can someone help me with a query to export the following details... Workstation Name Model Service Tag Manufacturer OS Asset Tag (Same as Service Tag) Asset Serial Number (This is the problem child) Assigned
Scheduled backups do not work
I found my first major problem after the migration to 7.0 7009 on my test system. I cannot seem to enable scheduled backups. I edit the settings, click Save, and it tells me the settings have been saved successfully. However, the backups do not run. I checked the database, and the BACKUPSCHEDULE parameters in the globalconfig table are set properly, but the backupschedule table is blank, meaning no backup schedule exists. I have tried to turn it on with IE7 on both XP and Vista and also from Firefox,
Asset Reports
I upgraded from 6 to 7 and lost my asset reports. How do we create them now????
workstation ID question / query
Hi I am a user of version 7.0 and have a question that hopefully someone might know a bit about. Essentially what i want to do is be able to scan a workstation when a computer logs onto the network. I have figured out that when a workstation scan is done it calls this command : http://helpdesk.mycompany.com.au:81/WSInvokeScan.do?wsId= [unique id here] &action=scan&wsName= [computer name here] for example: http://mycompany.com.au:81/WSInvokeScan.do?wsId=1562&action=scan&wsName=admin151.mycompany.com.au
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