SD+6 to 7 Upgrade - Let the public help you to help us!
Dear Adventnet Team, Please consider this suggestion as based on the current tremendous frustration of your current paying client base who has been eagerly awaiting the ability to upgrade to 7.0 for a very long time now; I think it would be prudent of you to consider the following recommendation. You have a huge base of capable individuals in the technology field that I am sure are more than willing to provide you with "free" quality assurance release testing. My recommendation is to publish a link
Business Rules actions should override any Request Defaults
It is my opinion Business Rules actions should override any Request Defaults rather than the other way around. Setting a default field value in build 7002 completely cancels out the ability to define exceptions for that field based on business rules. Not only would it provide much better Rules flexibility, but it makes more sense given the general definition of what "default" means. Thanks for considering.
backup script does not start service after backup
I have a scheduled task that runs the following script on my ServiceDesk server every day at 1 a.m.: cd c:\adventnet\me\servicedesk\bin call sd_service.bat -p server\default\conf\wrapper.conf call backupdata.bat call sd_service.bat -t server\default\conf\wrapper.conf I know that the last line of the script is supposed to restart the service, but it does not work. Every day when I come in to work the service has not restarted. When I log into the server, the service appears to be attempting to start,
Monitors
I have created an IT asset called monitor and imported a load of monitor assets in to it. The only way I can see to attach them to a computer or user is with add relationship. Is this correct? I have a monitor now that has died and want to remove its relationship but can't see any way to do that! Thanks Richard
Accidently load lots of Software Licenses
I somehow incorrectly entered a software license that had a quantity of 54426 records. The software License portion of Service Desk becam unresponsive. I went into the database directly and delte the records in the SoftwareLicenses table. The Software license portion is still really slow. What did I miss?
Language issue
Hello again.. I have a 2003/sql2005/7005 ML Enterprise config.. In this configuration ML seems to work excellent. There are some small issues with the language translation to Norwegian though.. Is there any way we can adjust this ourselves or maybe participate in the translation work? The "Edit request" button contains the Norwegian character �.. It translates to some rubbish.. There are a couple of these while they are correct in other places.. (Collation is correct) "Free disk space" is not the
Requester - Additional Fields
When adding adding Requester - Additional Fields to my form they do not appear in the requester details when saved. Is there anything I am missing? We are using v7.0.0 (7004) Thanks in advance. Guy
AD can not full import
during import AD, if user under 5 levels groups, they can not import for example, a user name tony, the group sturc is ABC Co,-->China Sub Co.-->Shen Zhen Unit-->Sales Dep-->Sales Team A-->Tony he can not import, it seems the program don't scan the group under 4 level. please help.
Personalize Case Report
Hi, when Im going to print a case ticket (a report of an specific ticket) there appears a lot of info I dont need, is there a way I can personalize this inform/report/print? I want to add a Logo and restricctions comment. Thanks I add an example of what I want to personalize.
Email responses to tasks assigned to non technicians
Hello, Could anyone assist me to set up efficiently getting tasks assigned to non technicians? I am setting up a template for a New Joinee and want to assign the task of setting up a desk and furniture to a non-licensed technician. By creating a technician from an "Office Manager" requester and removing the log-in, I can get a task assigned to an Office Manager and an email notification sent to him. The licensed technician who has been assigned the request can cut and paste the new joinee information
Custom filter view to show unassigned cases not working
Hi, I am using version - 7.0.0 Build 7002 I have created a new custom filter view that is using the following options; 1. Request status is not closed, resolved, development fixed AND 2. technician is not simon, robo technician This view should basically show me all my open, onhold, waiting for customer, development, etc cases plus any unassigned cases The problem is when new cases are automatically created by someone sending an email it makes the technician field set to 'none'. As you see in step
List report for Group and Role members
I would like to see some administration reports available in SDPlus. 1a) I need the ability to see what SDPlus GROUPS have technicians as members in a report and 1b) I need the ability to see what technicians belongs to what Groups in a report. 2a) I need the ability to see what SDPlus ROLES have technicians as members in a report and 2b) I need the ability to see what technicians belongs to what Roles in a report. or could you at least show me the SQL query that would give me the data. Thanks --pete
Query for machines based on associated user email addresses
Hi there, I really need a query that looks for 'Microsoft Office Standard 2003' installations Machine name associated users email address users logon name I am running version 7 for this query Many thanks in advance
Retain email header when emailing help desk?
We found out that when a request is replied to by sending an email from an email client - you can not see who the message was sent too in the conversations section. If we want to document communications, it would be nice to see who else the email went too. Thanks again.
New notification - closure of tasks
It would be nice to have the ability to auto-notify the technician assigned to a service request when a task under the service request is completed. I don't see how to auto-notify on that, and closing tasks doesn't seem to mark the request as unread or anything. So figuring out that tasks have been completed under a particular service request is sort of a guessing game. Thanks!
Add note when making assignment to technician
I would find it useful to be able to add a note when I assign a request to someone. This could be optional, but I'd love to be able to give extra information, why I'm assigning, etc, without the need to create a note separately.
assigning to more than one tech
Would it be possible to have the option to assign the same request to more than one tech as some tasks we take on need more than one person
Drafts
Hello, Is it possible to add a draft solution when creating a new request, like the draft option when creating a new response to an already created request (button save in the response window + link "edit the draft") ? Thx for holding me informed
Library for checking out equipment
I'd like to see a component that would be able to check-out and check-in assests. We have several laptops and projectors that get used each week and would like a way to track who has what, when it was checked out, checked in, history of usage, etc.
ServiceDesk Plus Speaks Your Language
Hello, I've been evaluating your software for a week now and my firm is really considering buying it after my presentations ... but there is one huge setback. There is no Bulgarian localization of the product. This is where are i turn to you for help. Is there any planning for a Bulgarian translation ? And if not is there a way that I translate the program to Bulgarian so that my firm can use it ? - If yes i would gladly donate the translation for any other use. My second question is about the Dictionary
Automatically purge backups
I like that you can configure service desk to perform a backup. I'd like to be able to have it purge automatically backups older than x days, or only keep the past x number of backups. That would be really nice.
Disable the creation of ticket
The problem is : you gave a web access to customers but some of them created tickets without reasons so, will it be possible to disable the creation of ticket for some of them and let them just to see all tickets created by us for the customer concerned ?
Problem with scheduling and CPU 7004
Hello.. I am running Win2003 server, SQL 2005 Std, SD+7004 ML, All on the same physical machine. I have two issues.. 1. Java.exe and mssql is constantly chewing 80-90% cpu.. Anyone have the same problem? 2. Scheduled jobs don't work correctly. Reminders do not occur and scheduled scans don't run. When I do a manual Domain scan it seems to run fine, but it stops at 100%, saying 614 of 615 workstations scanned. I have a feeling that these two problems are connected somehow.. All the assets are added
No Login after shutdown of Domain Controller
Hi all, I use ServiceDesk and the userlogin via domain. Last week I had to shutdown one of my Domain Controllers. Unfortunally, it seems that this was the DomainController, which ServiceDesk uses as Loginserver. Now that this server is shut down, ServiceDesk does not accept logins any more. And I don't remember the admin password for local verification. It is not possible to start the old Domaincontroller again. Can anybody help me? J�rgen
Java.exe consuming 100% cpu, servicedesk unresponsive
I am currently reviewing SD+ to decide whether to buy it or not. However, after the initial install, the webpage that loads from a client is completely blank, and on the server java.exe consumes 100% cpu. This happens after just a couple of hours. While I see a lot of positive things about SD+, this is definitely a showstopper. Could you help me correct this issue? I am running it on Windows 2003 Server Standard, the client is a Vista machine with IE7, but even from an XP client with Firefox, the
Cannot close request if no sub-category defined
I installed the trial version of Service Desk Plus v7 yesterday and it worked first time, easiest installation of anything involving MySQL that I've done. Fantastic. Anyway, I was testing the the email fetching functionality and sent an email to the helpdesk which was received and allocated a category of General. The General category didn't have any sub-categories or items defined. Today, whilst customising the helpdesk I made the sub-category field on the request form mandatory without thinking
Cannot access Helpdesk server from another PC
I have set up a ServiceDesk server, but I cannot access it from another PC using the URL: http://ip:8080. Could this be a limitation in the free version? I have done this for other web servers, so I don't think it is a problem with our network.
SSH for Network scanning
What are the requirements to get SSH login working for network scanning? Have a Windows PC with CYGWIN installed and SSH module operating. I can use a SSH client to connect to it and login so I am happy that it works. Just network scan is failing to login to the machine with the same username and password used manually, so I am assuming I haven't done something, somewhere in ServiceDesk + ( V7 enterprise - 7005 ) All help appreciated, especially the RTFM bits! Regards, Andy
REQUESTOR to search by request
Is it possible to allow REQUESTOR to search by REQUEST? At the moment, only SOLUTION is available for their search.
MySQL connection info.
Hi does anyone know how I can connect using the mysql Administrator.. info needed is server host...? I have tried the ip username...?? I have tried - root password...?? I have tried this blank I am using servicedesk plus V 6.0.0 build number : 6012 any help would be appreciated.. thanks.
"Send Email when a task is assigned to a technician&quo
Send Email when a task is assigned to a technician does not work. When the check box is clicked and then saved it stays unchecked and does not send e-mails. The build is 7001.
ServiceDesk Java High CPU utilization
When DB is MS SQL - Java.exe utilize about 70-100% of CPU. Switch back to MySQL turns a normal CPU utilization - 1-5%. It is a feature by default? I tried it on different OS (WinXP, W2k3 Standard, Enterprise) and is always the same. I want to use MS SQL but I don't like such a high CPU usage.
SD+7 SP05 Backup problem
Hi, I have trial version Service Desk Plus 7 SP05. The problem is that I cannot make backup. When I start backUpData.bak script I have messages: ==================================================== C:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mssql Database connectionProp : null Database started 9.11.2007 15:17:28 com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: .. 9.11.2007 15:17:28 com.adventnet.servicedesk.server.utils.SDDataManager <init>
learn/control time of schedule for Act. Dir. import
How do I learn when the once per day Active Directory import I've scheduled will run? And how may I control the time of day it does run?
Unable to delete a Status option in SDP6, build 6013
During the configuration process, I created a Helpdesk Status option that I now no longer need. However I cannot delete it, I assume because it has been used previously. I have changed all tickets (7!) with that status so nothing is using this option and I still cannot delete. Does anyone know what obvious trick I am missing here or if it cannot be done?! Can modify the status name but as I don't need to provide another option, seems pointless.
Stack Overflow error in New Asset calendar
When you select the end of the year and move to the next year (double >>) or hold down the year and release the mouse, it gives a Stack Error. And THEN, when you DO see the years, it only shows EVERY OTHER YEAR! I've attached a screenshot. Please patch this as soon as possible, as we can't utilize the calendar functions for deadlines, or any other calendar. Justin
Conflict of details from AD scan and Network scan
Appreciate this MAY be related to my other query re maintaining names of assets in scans, but maybe no so as not to confuse I'l open a new topic on it. ServerX is in AD and has been detected and is updated each time a AD scan runs. This server has two IP address, the primary is assigned to the machine name on teh network ( 192.168.1.1 for instance ) The other address is also bound to the same NIC in the server but exposed in DNS with name www.name1.com ( 192.168.1.2 for instance ) The network runs
No Category Code Showing When Entering Request
I have set up some templates for various types of requests. In the template definition, if I click on the Category field there is nothing to select. That's not so much a problem, I can live with it. However, occasionally, when I go to create a new request there is nothing to select in the Category list which means I can't physically add the request to the Service Desk. Has anybody else experienced this problem? THanks Jonathan
Changing IP Address of Service
How do I do this??!
Cannot attach files to emails
Using 6010 - have been having random issues with trying to attach files to emails ever since we started using SD+ a year ago. Sometimes it works, sometimes it doesn't - just sits there on the attachment screen spinning timer and then stalls. All files are less than 1mb. Particular issue for MAC users running Firefox - but also happens on PC using FF and IE7. Anyone got any ideas what may be causing this?
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