Error downloading service packs for 7.00 and 7.05
I have been having trouble downloading the service pack to get from build 6013 to 7000 and to service pack to get from build 7000 to the current level. When I try to download by clicking on the link I get an error stating that "Internet Explorer cannot display the page" and if I try right-clicking on the link and selecting 'Save As' I receive a message stating that the server has responded with an error. Trying to download in Firefox shows a blank screen (no message at all) and nothing happens when
Changing DueBy Dates for non-SDAMIN & Notes
It would be beneficial if permissions could be set for non-administrative users to adjust DueBy dates Also, something helpful to our process is if a note addition could be defined to automatically extend the DueBy date by a defined period.
Restricting requester view of their own calls
Weve been piloting SDP to allow us to tweak it to our own requirements. During this period we have not 'advertised' it to staff and as such have had the notifications for requesters turned off. The natural progression now is to turn the notifications on so that A) staff can log/post calls to SDP via email B) They are automatically notified of ticte numbers on open and close. Ideally I want to be able to provide requesters access to the user wbe view, but I dont want them to be able to see all of
Unassigned Requests
Hello all, We are working with SD+ as the main tool for our service centre and have many groups we send requests to that arrive in the unassigned queue via mail fetch. My question is, is it possible when we allocate requests to groups(that have many technicians in them) can they be moved from the unassigned requests list, we have alomost a 100 now and will have many more soon, and it will become a nightmare to administer the unassigned tasks. I know we can allocate to technicians in the group to
How to disable 'Close Accepted' function
In previous versions of SD+ we could close requests without being prompted for a "Close Accepted" notification. How can I disable this in version 7009 as we do not use this facility.
Adding words to SD dictionary
Hi All Is it possible to add words to the SD+ dictionary? This would be helpful for company names, peoples name, etc. Regards, Andrew Greenlees
Add words to Dictionary
Is it possible to add your own words to the dictionary? Would be useful for things like VPN for instance.
Export and Import All Accounts
Hey Admin, We want to share same account data for SD+ and SupportCenter. So I'd like to export all accounts from SD+, and import to SupprtCenter. Is it possible? I have thousands of accounts in SD+. Thank you. Regards, Leslie
Mandatory Approval before Request Closure
Version 7009. Is it possible to set a Request Closure condition for a defined criteria (ie. specific catagory) for mandatory Approval agreement?
Users cannot see their requests in the self service portal
SD works fine for us technicians, but users cannot see their requests when they log on (they can log on OK). I have patched SD to its latest version (7009). We are using SQL server rather than MySQL. I am wondering if there is some authentication issue going on there...
Workstation scan
I have setup SD7 and I'm currently working my way thru my assets but note that the workstations that have been added following a domain scan do not auto appear under the assets. I assume this is by design but do I really need to create all the asset info if I already have the workstations/printer/switches, etc available following a domain scan? Surely there's an easier way?
Reasons for Update on request not showing in History
Version 7009. When I update a request and add information about the reason - this is not viewable in the History as indicated.
Forum replies/answers being posted as new topics
Has there been a recent spate of new topics posted by ServiceDesk Support, which are actually replies and solutions to quenstions asked in other topics? I hope I haven't had any of mine answered and missed them because I wouldn't have received an email to tell me a topic was updated!
AD Import slow
I have recently upgrade to 7.0 and since then the AD import is very sluggish. Takes 15 min to enumerate AD. We have approx 150 OU to import? It never took this long in version 6. Any ideas?
Change default case status on an incoming request.
I have a question regarding new requests coming into ServiceDeskPlus I want every request that is logged into SDP to get the same custom status, the system has two default statuses that can not be edited ("open" and "on hold") and it seems all requests that are being opened get the "open" status. I have tried to change this via Business Rules but no matter what I try they always get logged as status= "open" Is there a way around this? The business rules seem to offer this option but it does not register...
Default Status to a custom value
I've defined a new status value called 'New'. Is there a way I can default a new request to Status='New'? We have customized the request form for users such that all they see is priority, subject and description. The thought is that users fill in a minimal amout of information and we the developers will fill in the rest once the request is created. I would like all initial requests to be status=new and once we review and fill in additional information we the developers would change status=open. Is
Allowing Technicians to edit 'Due Date'
We are using a locally created group call 'technician' to place our help desk technicians. All appears to be running properly except for the fact that the members of this group cannot edit the 'Due Date' field in a request. I have setup the group to have 'Full Control' of Requests, 'Edit' for Purchases, Solutions, and Reports. Any idea what I need to do to allow them the rights to edit this field? Thanks
Requester details not populated when adding new Request
We have noticed in Servicedesk Plus 7 Enterprise build 7009 that there seems to be a bug with choosing Requester names. On many occasions, when we begin typing a Requester name in to the relevant field on the New Request form and then choose the Requester from the resultant dropdown, the phone number and department are not populated. This happens quite regularly and is quite annoying. We are having to click the icon next to the Requester field to look up the name, which seems to work most of the
Tax Rate changes for Canadian users
The rate has to be changed manually to get updated in the PO.Rgds,Hima
Logs missing & mail server problems
Hi, I have 2 problems: 1: the logs folder in C:\AdventNet\ME\ServiceDesk\logs on my SD+ server is empty, despite SD+ having been running for 3 weeks now? Plase advice asap? 2: What i wanted to look for in the logs was entries connected to mail server settings since the SD+ says 'FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.' despite having entered 100% correct information. Please advice asap! Thanks,
Post Waiting Approval???
I just tried to make a thread asking for help and it saysa waiting for approval... Why me :oops:
importing users from AD creates clones
Is there a way to force an Import form Active Directory to replace users with the same name? I have a list of requesters/users with assets bound to them, but they do not have user names and passwords. So when I do an import from AD I get a duplicate set of the same users with user names but not assets assigned to them. I don't want to reassign 480 users to there assets. Also in the future if a field is added to the user like email or department through AD will this result in duplicates in the next
attaching notes/docs to asset
is there any way of assigning notes/ documents to asset?
changeDBServer.bat Does not work
Hello, May I ask for a help regarding changint MySQL DB to MSSQL DB? After DB backup, I stopped the SDP6 service and ran changeDBServer.bat but it is not processing after prompting an error message as below: "========================================================" "" "Usage : changeDBServer.bat --console [for non GUI user]" "Usage : changeDBServer.bat [for GUI user]" "" "========================================================" Exception in thread "main" java.lang.NoClassDefFoundError: Files\ServiceDesk\bin
User password change problem
Hello, When requesters click "personalize" they can change language AND password of SDP. Even when the option under General Settings->Self-Service Portal Settings "requesters are NOT allowed to edit their profile" is selected. This is a major concern, because we have the multilanguage edition and users will frequently personalize and might feel the "need" to change password. Since the AD is the source of autentication, not being able to disable this feature arises several access problems. We have
SDP and Vista?
Hi there, Just recieved my first Vista Business machine, and SDP does not work ... when attempting to open SDP in IE7, I am presented with blank screen. Is SPD compatilble with Vista ( any version...? ) Thanks
AD/Network scan
Hello, I am testing SDP and have found that additionally to the many problems reported about the asset scanning of clients in AD i have encountered this issue, which i havent found reported by any others yet. The scan is using FQDN to identify the client and fails with DCOM or access denied. If i manually scan and use the netbios name only the scan is successfull. I have noticed a problem with our AD, because we use a 3rd party DNS and our network numbers 1000's with many subnets so in some cases
Which table in SQL database to edit workstation info
Hi guys, I wish to edit every workstation name, and want to do it by editing the information directly i the SQL database - but i can't find the table holding the workstation information? Where can i find this information? /David
Moving SDPlus to different hard drive
Currently SD Plus is installed on my server using MYSQL on c:\advent. Is there any documentation on how to move this install to d:\advent?
single sign on
Please send your contact number and a convenient time to join a webex session to support@servicedeskplus.comYou can mention the ForumId as the reference.Rgds,Hima
Mysql crashes
Hello, i am running SD7 build 7003 and it is constantly crashing, here are the event logs: Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 09-10-2007 Time: 14:48:33 User: N/A Computer: UCPFAPP05 Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. Event Type: Warning Event Source: MySQL Event Category: None Event ID:
Report: workstation and WS Requester and WS Department
Dear ServiceDesk (ServiceDesk 6012) I need a report (asap) that contains workstation and WS Requester sorted WS Department. I want to see all the installation dates from a certain date, (for that purpose I also created an additional field: Installation date). The reports I made didn't give all the results: I assigned the workstations in the inventory to a user. But when I want to see also the department of that user the message appears: not assigned!!! Is it a bug? Can you create a query for me?
Query error when running in SDP (fine in SQL)
I am trying to convert this query into a report on SDP 7 Build 7009. When I run it in SQL it runs fine, however when I try and create a report, I get the message 'Only select queries can be executed'. I have tried removing the isnull function, but the error still persists. Any ideas why this won't run as a report? The query is: select u.first_name NAME, l.name USERNAME, s.employeeid STAFF_#, d.deptname DEPT, c.landline PHONE, c.mobile MOBILE, c.emailid EMAIL, s.jobtitle JOB_TITLE, ISNULL(l2.password,'
A challenge to developers - Give us a target and meet it
The main frustration in these forums is the way different Adventnet staff set target dates that are never met in various topics. I challenge the dev team as a whole to set a date for the next beta release, post it in announcements and then meet that date.
MAC network assets
One of the major things holding us back from purchasing this software is it's inability to inventory macs. Is this an option that will be available soon? If not this may be a deal breaker for us, everything else looks great from our evualuation. Greg
SdGuest or other role to associate to requesters
Hello, it could be really good to add a role (if not possible to customize the SDGuest) for the requesters to give them the possibility to reply to requests via web interface and NOT only via email. At the moment the solution doesn't give the possibility to edit the SDGuest role and is also not possible to add a new role and associate it to the requesters. Let us know if this can be done. It's really important to give the possibility to the users to reply to requests via web NOT ONLY as NOTE and
My first query report - help!
The Completed Requests By Date by Technician is a report we're interested in, but the weekly timescale is no use, we need it by month. No problem I think, a minor query modification. SELECT ti.FIRST_NAME 'Technician',wo.WORKORDERID 'Request ID',wo.COMPLETEDTIME 'Completed Time' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
Cancel Request
Is there a way for a requestor to cancel thier own request in SD ?
Windows Domain scan Failed
Hi. Windows Domain scanning failed. XXX : No response received from workstation. Probably the workstation might be switched off or does not exist. The same problem with all of the workstations. But when I scan the IP-adress, scanning success. Any thoughts?
Want to use the software but how to pay.?
Hi Sorry if it is a dumb question but we would like to start using ServiceDesk Plus 7 in our company and i read there is some kind of a annual fee. Does it mean we have to pay every month "Annual Subscription Fee For 5 Technicians & 250 Nodes $3,595" or just one time and if we need support then we have to pay every month.? Or i am getting it wrong. We don't need the support we want the product. Is there a one time pay available and if we need more nodes then agin we pay one time more some kind of
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