Report on Solutions
Hi, we are using the Solutions to publish changes to our case manangement system to inform users of changes. How can i produce a report to show all the changes (solutions in one category) in a date range? Thanks
Domain Scans fail
We have 6012 running on Svr2003 SP2. SDP has not been able to complete a domain scan for sometime now. It will see the OU's, tell me how many machines are listed in the server and start the scan. It will go through an as yet random number of the machines and then stop scanning. The scan window will continue to run, but there is no action in the background. What is the name of the process that should show up in the Task Manager when the scan starts?
how to get tickets assigned to the priority
Hello, I'm trying to get tickets that come in to have a priority assigned to them. I have set up sla, business rules, categories but nothing works. Any help is greatly welcomed. Heather
Acquisition/Expiry dates removed when machines scanned
Hi, We're having some trouble with manually entered acquisition and expiry dates being removed when some (not all) of our machines are scanned. We're running 7.0.0 build 7001. Does anyone have any ideas? We've had a few wasted hours duplicating work and entering dates so far Thanks, Brett
How to identify tickets that came in "After Hours"
Hi! We are looking for an easy way to identify tickets that came in after our normal business hours. (we would be running a report to find this out) Thanks!!
General Failure importing Workstations in SDP 7.0
We are getting a general failure message everytime we attempt to import any workstations from a csv. It will accept the file when located, and the fields show up appropriately in the mapping section, but it fails to import. The message in the error box just says: "General failure while importing data from file." I have attached the file to this post.
Restore fails : Cannot insert duplicate key in object dbo.so
Trying to move from MYSQL -> MYSQL i've followed the documentation (6012 btw) when trying to restore my db i get : 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO softwarelist (SOFTWAR EID,SOFTWARENAME,FILEVENDOR,FILEVERSION,PRODUCTNAME,PRODUCTVERSION,COMPANYNAME,S OFTWARETYPEID,CURRENTLYMETERED,DESCRIPTION) VALUES(4229, N'M┬�╔�┬�', N'', N'', N '-', N'-', N'-', 1, 0, N'-'); java.sql.BatchUpdateException: Violation of UNIQUE KEY constraint
Unable to Close Requests
I am evaluating ServiceDesk Plus Professional Edition so I am still trying to work through some issues before I purchase. After a request is submitted via email or through the web interface and I go in to resolve it, I get an error when trying to close the case. The following error is displayed: Warning: Request cannot be completed. Please fill in the following fields -requestType This would be fine, but there is no requestType field being displayed for me to fill in. Any solutions to this? Thanks
Has service desk got the option to move through the calls?
Has service desk got the option to move through the calls without having to exit the one your viewing? In Outlook, when viewing a message you can view the next message by clicking on the Up & Down Arrows. This would make scanning through the calls much easier. Thanks John
XLS export failure
In SD7 Whenever I try to export an audit trail report to XLS (or CSV) it fails: FAILURE :Unable to execute report : C:\AdventNet\ME\ServiceDesk\bin\..\reports\302\null.jasper - HTML and PDF export works fine. Is this a known error?? and is there a solution to this? Regards
Parent-Child Relationships
(1) Does anybody know if SD7 comes with the Parent-Child ticket relationship feature? What I want to be able to do is to create another ticket in response to the original ticket and have this ticket automatically correlated to the original. Anyway to work around this without the Parent-Child feature? (2) When will this feature be available? (3) When will the SD Pro 6 to SD7 Upgrade be available? Is it FOC if I have SD Pro 6?
Error adding Business Rule
Version: Service Desk Pro 6, r6011 When I try to add an action to a business rule of assigning the request to a sub category, I get: FAILURE :Error while saving the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,190,732,431,460 Any ideas? Thanks Greg
dbo.WorkOrder [CREATEDBYID]
Hi, I forgot to mention that I also need a way to convert the integer found in [CREATEDBYID] into the associated user name. You guys have given me the following SQL Statement to convert the dates: SELECT [WORKORDERID] , [CREATEDBYID] , dateadd(s,CREATEDTIME/1000,'01-01-1970') , dateadd(s,DUEBYTIME/1000,'01-01-1970') , dateadd(s,COMPLETEDTIME/1000,'01-01-1970') , [TITLE] FROM [WorkOrder] WHERE [REQUESTERID] = 606 AND [COMPLETEDTIME] = 0 This works perfectly for the date conversion, but like I said
Version 7 Scanning
Im having a few problems with printer scanning. Mainly none of our Canon IR devices are being populated with device details despite being configured with public as the community string. Also more a feature request, but could we have a scanned IP address field for printers, because if i want to give a meaningful name to a printer then i have to overtype the Product Name field, which in a lot of cases contains the IP address. It would also be nice to be able to click the ip address, and automatically
Hotfix 6012 released
An hotfix to Version 6 has been released and the latest build version 6012. You can download the latest hotfix from http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix have been highlighted in the above URL. Issues addressed in this hotfix are : * Out Of Memory problem when importing users from Active Directory is fixed * Windows Domain scan not working in French language is fixed * When a custom status is used to close a request, it does not trigger a mail to the requester
Alpha Category order on new request form pulldown needed.
I cannot find how to force the list of Categories in the Category pulldown on the request form to list alphabetically. The need will be there for Subcategories and Items as well. I hope I've missed something obvious. Help please.
moved sd+ to new server now won't scan pc's
as above subject, sd+ on both old and new server with same database and build version : 6.0.0 build 6008 the old server with sd+ will scan a new pc and import all the info, however the new server attempting to scan the SAME pc will report " rpc error or pc turned off" any ideas?
Feature request
can we get someone from tech support or the dev team to have a look at the feature request forum? we're feeling a little left out.
Service Desk requirements
All, does anyone know of a website or document which gives someone new in the industry help & assistance setting up a service desk for the first time. i.e. a check list of requirements to be aware of. i.e. servicedesk software, single point of contact, OLA/SLA etc etc? Many Thanks, D
Business Rules using Request Templates
Is there a way to apply a template to an incoming request based on Business Rules rather than having to input all the actions manually?
Scanning new Assets (PCs)
I only seem to be able to scan one device at a time. Is there any way of scanning a range (perhaps an IP subnet) of devices ?
PO creation user problems
Is there any way that I can create a user that has the permission to be able to add in a new item when they create a purchase order? The only way I can do this is to make them an admin which I don't want to do. When I log in as the user and create a new PO I can select the vendor from the drop down but on the next screen I can only choose from existing items. When I am logged in as admin there is an extra button that lets me create a new item. Any help much appreciated.
SD+ V7 Performance Issue
Has anybody else experienced a drop in performance when using AD pass through authentication, everything seems to slow down, opening SD takes longer as well as submitting requests and making any admin. changes. Thanks
Mail fetching is stopping
Good morning, We are useing mailfetching since months. But since one week the process is stopping all the time. How can we solve this? Regards, Jeroen
"SQL server not installed in localhost"
Attempting to convert a 6012 install to MSSQL, the same server with helpdesk has Sql 2005 (and the management client) on it. but neither localhost nor the computers name work they both show up as sql server not installed in localhost java errors ? Any ideas ?
Adding fields to tech notification emails
I've two fields to my tech notification email and now the message has garbage in it. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_2387_414429.1190339610234" ------=_Part_2387_414429.1190339610234 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit Request details are : Created by : David Dees Due by date : 28-Sep-2007 12:00 Category : General Title : ffff Description : ffffff Click for details : http://trackit:8081/WorkOrder.do?woMode=viewWO&woID=1041
Error while launching "Sybase To Oracle Edition3.0"
Hi, I am trying to login to the application "Sybase To Oracle Edition3.0"(TRIAL) mode. However once I click the 'Trail' mode nutton nothin happends. The folowing message is written to the LOG file. ------------------------------------------------------------------------- SwisSQL- Sybase To Oracle Edition3.0 ------------------------------------------------------------------------- Started Date = Sat Sep 22 14:52:02 GMT 2007 Operating System = Windows NT (unknown) Version 6.0 Operating System Architecture
Software report
Hi, I have had a search through the forums but I can't seem to find what I am looking for. I use SD+ Version : 6.0.0, Build Number : 6003. I need a report that shows the software title and the machines it is installed on e.g. the headings would be Software Title - Machine Name - Machine Name - ETC I have had a loko through the reports but I don't seem to be able to get this. Regards Craig
change software category not working
hi, after creating associating minor versions of software with their parent we get the following error when looking at the software we are not able to change the category it also prevents the actions drop down menu and "change" link from working
System keeps emailing last assigned job ?
I think someone has tinkered with our system as it was working ok at the beginning of the week. We now have a small issue in that the last assigned request to a certain tech is being emailed every 15 minutes but only during business hours. Any ideas how I can stop this ? He admits to changing some of his views but hasnt changed anything else (dont you love it when that happens!!!) Thanks in advance. Mike
Software Asset Management
I am currently designing an end to end process for Software Asset Management. This commences with the procurement of the license, as per SD+ workflow, lifecycle mgmt (i.e. Transferring, tracking, accounting, etc...) and retirement. My question is how can I seamlessly link Purchase Orders, Software Assets and License information to workstations? More information follows and the attached file includes screen shots to assist. I have attempted to utilise the in store and associate function from the asset
Strange problem-Requester is replaced an Technican (SD+6012)
Strange problem - sometimes a Requester is replaced an Technican , so instead of Technican John we see Requester Peter. Any ideas?
Keep custom workstation field info after changing name
We have three custom fields (additional info) under the workstation that we keep an asset number we assign to new machine generated from another program. We also store the PO number and purchase date. However when the workstation name changes the info in this fields is lost. Is there any way we can keep the info in these fields irrespective of the workstation name. We regularly change workstation names on upgrades and for specific jobs.
Report Query - Past 24 Hour Updated/Created Requests
I am trying to write a custom query that would give me a list service requests that have been updated or created in the past 24 hours and the notes/replies replies that are associated with that service requests. The notes/replies that are included should only be included in the report if they were added in the past 24 hours. Any feedback or suggestions would be appreciated. I am running SDP 7.
Close Request Link in Resolved Email template
When i created a new resolved message template and added the close case link it puts it in but incorrectly. The addess has an extra address in the link so it looks like this http://HelpDesktest/http://Helpdesktest/workorder/CloseWorkOrder.jsp?woID=14&KEY=1190003828867 When i edit the link of the request it looks like this. http://HelpDeskTest/$RequestCloseLink If i try and remove the http://Helpdesktest and just leave the $ part when i save it and re open it the http:// part is back again. This is
Active Directory Authentication from Linux
Hi, I need to know if the AD Authentication works when SD Plus 7 is installed on Linux ? Which others features does or doesn't work between SD & AD ? Thanks in Advance ! Alejandro Padilla.
Changed domains, Local password not working HELP!
Hi, Our main server went down a few days ago. We have everything back up and running but it seems that when SD+ was installed, it pointed to the main server which is the one that died. The local authentication method is not working because we may have the wrong password for it. Is there a way to change the main domain somewhere in SD+ without actually opening the program? Like a config file? Is there a default password that can get us in. THANKS! Hoppy
Business Rules on existing Requests
Business rules are great to automatically assign an incoming request to a technician or a group (as we do). But I have a bunch of existing requests that where there before all business rules where implemented that I'll have to assign by hand. Is there a way to apply business rules on existing requests, not only on the new ones? Stephan :mrgreen:
Notifications dramatically reduce performance
Running build 6010. SMTP server is Domino 6.5.2. With notifications turned on, calls take 20 seconds to update. Without notifications, calls update in 2 seconds. Has anybody else experienced this :?:
Importing Users from Active Directory
Hi, Everytime I want to import users from Active Directory, its shows the record copied as �failed records� It shows all the relevant OUs in the preceding screen and starts the process without a hitch. I�m trying to import the user list from Active Directory running on Windows 2000 Server. I've attached the screenshot of the error. Help would be greatly appreciated. Cheers
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