Requester Notifications
After editing the template from Acknowledge Requester by Email when the request is closed, everytime i get a notification it shows something like this: "Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_491_32058243.1200479456745" ------=_Part_491_32058243.1200479456745 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Caro (a)=C2=A0administrator,=C2=A0 O seu pedido Manuten=C3=A7=C3=A3o - D= i=C3=A1ria - IT=C3=A9cnicas foi encerrado e=C2=A0a=C2=A0solu=C3=A7=C3=A3o
Solution ordering
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Custom view not filtering correctly
I created a new custom view called "My Requests And Unassigned" designed to show all jobs which are assigned to myself or unassigned and which are either Open or Onhold. To this end I setup the following rules: Technician IS "My name" or "None" AND Request Status IS NOT "Closed" or "Resolved" or "None" However, this view fails to display: * Unassigned calls - Probably because they're not assigned to None, they're assigned to Unassigned. Unassigned only exists when displaying technicians belonging
how to edit monitor?
Hello, How to edit monitor in SD+ 6?
Incoming Mail Setup
Hi All, My understanding of the incoming mail option is to setup a mailbox for creating tickets, responding to tickets etc, basically servicedesk checks this mailbox and updates tickets. I setup a user and mailbox called service@ourdomain.com, but when I enable the incoming mail setting it pulls in a bunch of mail from my boss and my email and creates tickets, why is it doing this? Shouldn't it only check the mailbox/email address I specified? Thanks, Greg
Reports no longer function after servicepack update
Reports no longer function after servicepack update to build 6015. We were running build 6014 and running the ServiceDesk database on a backend database server "SQL 2005" and having no issues. Since we applied the servicepack to build 6015 or reports are completely blank with no data. ServiceDesk Support: Should we remove the update? or do you guy's have a fix? Please let us know soon. Mid-Michnet Support Team support@mid-michnet.com
Secondary ordering
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Improved "Due by" ordering
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
Departments within Requester Information
Gday, I have 13 Departments set up within my service center, however when i go to the Requester Information to allocate a department to them the list only shows 9 options instead of the full 13. Does anyone know why this is or how i can fixi it. Thanks
Can I run 2 instances of service desk on the same computer?
Can I run 2 instances of service desk on the same computer?
Notification Rules
Hi, Is there are way to get an email sent to a technician when a task is assigned to them by another technician, rather than the way the "Alert the following Technicians by Email when a new request is created" works which is to email everytime a task is picked up or assigned. Thanks, Barry
Importing Categories
I am running SDP7 Build 7009 using MSSQL. Is there any way to import categories? Can this be done directly into the database if SDP7 does not provide the facility? Thanks, Jason
software types
When will you be adding the ability to add software types? I saw an earlier post about this and this is one thing I could use ASAP. Thanks RC
Fresh import of users & machines from AD
Hello all, I have just been informed that after 1 month of me setting up SD+ as good as possible the domain we all log on to is changing. Now how can I do a complete fresh import of assets and users from domain, and purge all the users and machines from SD+ that are currently there under the soon to be defunct domain?? Gotta love departmental communication :twisted:
Version 7
I am looking for feedback from organizations who are currently running SDP version 7. Did you have to perform a fresh install or did product support provide you with a migration package? Was the migration problematic? Were you able to retain your historical data? Thanks
IT Service Desk Notifier
Itservicedesk notifiers which are sent externally, queue on the mail relayers and do not send , the receiving mail systems appear to timeout when accepting the smallest of notifiers. There are no anti spam measures which are kicking in and mail can be sent directly from the mailbox to the external customers emal address with no issues. The issue I believe is to do with the Java process which creates the mail notifier, has anyone else suffered with this problem. Any info would be much appreciated.
Configuring the servive help desk plus
i would like to integrate the service help desk plus with my intranet site which i will be developing.i will be using tomcat. i would even like to know if i can customize the help desk i.e there are a few features which i may not be using.so is there any option of customizing?
ServiceDesk Crashing Again
SDP ver 6 Build 6014 Hi I am experiencing lots of issues with SDP Crashing. It appears to crash every night & also sometimes during the day. The windows app event log shows the following errors each time it crashes (pls also see attached log files for further info): 21/01/2008 09:50:21 MySQL Warning None 100 N/A ADDGBAS03 "Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them 21/01/2008 09:50:38 Application Error Error (100) 1000 N/A ADDGBAS03
On hold to Open doesn't properly adjust Due By
Running SDP 7 build 7009 I have had a task on hold for the last 3 working days, and changed it to open this morning. Before doing this I took a note of the due by date. When the task was changed to open the due by date had only changed by 4 hours. Surely if the task has been onhold for 3 days, the due by date should change by the same amount?
single sign on
when im clicking Enable "Pass-through" Authentication its giving me this error but i already imported all my usera itried many times but i coulndt !!! some one can help me?
Scanning Disposed Assets. Y?
We have noticed that if an asset (Workstation) has been disposed and the daily scan is enabled, servicedesk tries to scan this item. Why? If an item is disposed surely it should be excluded from scanning?
Enterprise x individual software
Hi !!! Anyone could explain difference between Enterprise license software and individual license. I have more than 100 Windows Server 2003 CAL's license, and when I put this on the SDP, i got 100 individuals licenses. I thought that choosing Enterprise, I'll only see one on the list, but, whit a amount of 100. Tks in advance !!!
unable to merge requests
Why is it that when i try to merge several requests together an error page comes up stopping the process to finish? When i try to merge a page saying HTTP 500 Error comes up. What is this? can anyone give me some hellp on this?
Usage meetering
Are there any plans for implementing "license Meetering"? As it is now you only have the sparse information of "Often, Frequently, rarely" and so on. This is not sufficient if you want to know if some licenses could be spared. It would be very nice to have actual timestamped usage meetering including max. simultaneous use at any given time. This feature should include a predefined report in the reports section showing at least key-figures for "managed" applications /Erling
Helpdesk Crashs!!!!
Hey does the helpdesk system crash and we have to restart the whole server atleast 1 time every week!?!?!?! are there log files we can post here? we purchased this awhile back.. maybe 2-3 months ago and its starting to crash now. please help
Purchase Order Approvals
Hi, I have a created a group with full access to the purchase orders and assigned it to myself, but I am unable to approve any PO's, I don't even get the option.. Any ideas? Thanks, Greg
Upgrade Question
Hello - I have not been on the forums for a while to check about the upgrade release from 6 to 7. Support, could you please give me the latest news on where the upgrade pack is and when it will be 100% ready for production use. thanks Peter
:?: Update/Upgrade Issues with ServiceDesk Plus
Hello Folks! Well, I am new to this forum and we just started l@@king into the ServiceDesk+ application. Seems very nice and handy to work with. One major question to us is the necessary update/upgra de process when the new version 7.5 listed in some topics will come out. Which issues are we going to run into during a update/upgrade process? Will it keep all our definitions for SLAs, contracts, etc? Thank you so much for your help! stingray
error when adding business rule
Greetings, When attempting to add a business rule (descriptions contains --> move to item), I receive the following error and the rule is not added. FAILURE :Error while adding the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,200,682,682,208. Any thoughts? Cheers, --Tom
If you add a new/demote/change a domain controller
We had major problems and service desk support did not provide much help. We installed a new domain controller and demoted our original one to a member server. About 12 hours after doing this we found that no one could login to Service Desk. After much investigation we have found the solution ourselves. In the SQL Service Desk database there is a table called ActiveDirectoryInfo, you need to amend the servername to the new domain controller!!
Changing database
If you change the database from mySQL to MSSQL does the data contained within the existing database get moved, or would it need to be manually exported and imported?
Migrating to MSSQL
SDP ver 6 Build 6014 Hi I am considering moving to MSSQL as we have had some stability issues using MySql on a couple of occasions (SDP used to crash, support resolved the issue & it has been stable for a couple of months, but the problem has now resurfaced!). I have seen the procedure for doing this but i have a question I would like to run through the migration in a test environment first, so i plan to restore my production data to a test server then run through the migration. Once I am happy that
Change Requests don't work properly
I still cannot get the Change request approval process to work. When I add change requests they sometimes go in as Approval Status "Approved" without me even sending a request to the CAB. Other times they go in as "N/A", which is fine, but when the CAB responds and authorises the Change the Approval Status still remains "N/A" instead of showing as approved. Also, what is the difference between the 'Approval Status' and 'Status' fields in Change requests? They seem to cross over sometimes with "Approved"
Date/Time control - awful!
Please could we have the ability to simply enter a date or time in to Servicedesk when creating a worklog etc instead of being forced to use the terrible date/time control? Having to drag the hours and minutes is so clunky and time-consuming I can't believe it actually passed the quality control testing! It is simply awful. Otherwise, the product is great! :)
Overdue filter
Hi Sdesk 6008- Polish ver. Overdue filter doesn't work. I can see overdue requests on main list but when i want to see all of them listed with the filer it shows me blank list regards Bart
ServiceDesk Plus Contracts
Our SD only appears to allow us to add on Contract! If we attempt to add a new one then we are directed to the overview screen of the contract we have just added!! Any clues? Guy
Contract Attachments
I can't view contract file attachments with file names containing ampersands. The name does not get encoded properly in the URL. For example, a file named "this&that.pdf" appears in the URL with the ampersand instead of "this%26that.pdf". I am running SD+ 7009 and IE6 SP2.
the service can't be started
guys, help me out please.. my SDP can't be launch...dunno why..i've already shutdown and run again the service, but still my SDP won't launch.. at the event viewer : "there were failed launch in a row, each lasting less than 300 seconds. Giving Up." another message : "There may be a configuration problem: please check the logs" can anybody explain this... it's the second time...the first time i want to configure the database mysql. i'm using winXP 2003 Enterprise n SDP 7
Paid but no license key
Greetings from Australia. I have today purchased the 5 technician standard version and need to deploy this urgently but i have received no key to activate the product. I did receive an email telling me to email my details for a key but nothing. Does anyone know how long this should take as I need it urgently. Thanks in advance Mick
Custom PO Forms
I have not found a way to customize the PO Form to include several standard aspects as noted below: 1. Selection list to Sites (If Sites had addresses associated with them) 2. Auto Generation of non-duplicate PO numbers as an options 3. Multiple approval Paths 4. Cost Center & GL Code information so Finance can use this module as well 5. Use of Roles where specific PO by department can be approved by that department approver 6. No Date stamp within the PO activity log for each step of the process
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