MSDE or SQLExpress
Does anyone know if SD will run on either MSDE or SQLExpress? Currently I am running on MySQL, but in order to get a resource to develop reports, they have requested MSSQL. If it will run on either of these, is there a step by step process to install the MSDE and then change the db from MySql to MSSQL? I have tried this using the changeDBServer file included, but I can never seem to connect.
AD Import getting failed
Hi, I downloaded service desk free ware and Trial edition and installed on Win2k3 server. this server has joined in existing domain. and provided credentials to gather information from server, enabled AD sync and while i import it gives error Failed record. Here with i have attached the snapshot with this mail. Thanks Bharathvn
Wishlist - mouseover on notes
The new feature that allows us to see the notes on a job without opening it is useful. Would it be possible to see the notes with a mouseover as well as with a left mouse click please? When we are looking down the list, mouseover is a better option although the click is necessary to open and amend of course. Thanks
Windows Domain Scan failed - Host resolved without domain
Hello SD+ Support Team, I�m testing the 30 day trail version of service desk + 5.5.0.7 on Windows XP SP2. Firewall is down. DNS lookup works fine. Ping from server to host and the other way round works also. Windows Domain Scan in our local network returns the expected results. We have to support the networks of our customers which are connected via VPN. I have added a new Domain with following informations: Domain Name: clientxy (NetBIOS domain name) Public Domain: yes Domain Controller: dc-server.clientdomain.local
Software Summary
What does it mean when the software summary contains a software title with 0 in the installed column?
I cannot e-mail the Product Specific E-mail Address
I have just tried to send an e-mail to support@servicedeskplus.com and I recieved this message back "Your message did not reach some or all of the intended recipients. Subject: faulting mysqld-nt Sent: 20/06/2007 10:20 The following recipient(s) could not be reached: support@servicedeskplus.com on 20/06/2007 10:20 A configuration error in the e-mail system caused the message to bounce between two servers or to be forwarded between two recipients. Contact your administrator. < dove.adventnet.com #5.3.5
Faulting Mysqld-nt.exe
SD 6 has been running fine for a couple of weeks after installation. Evaluation and testing was so good we, possibly foolishly, went live two days ago. System is now down with faulting mysqld-nt - event log shows Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them followed by Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0012b75e. Obviously this is more than a little
new field needed for input the error cause
hi all hope somebody can help me. i need in sd+ a field where i can input the error cause if i close a request. example: a reguest is open in the category hardware, printer with the error printer doesn't work. the resolution is: paper not properly inside. now i want this request sign as "user error". maybe i can make a dropdownfield so i can make many options how can i do this??
Removing the Default User login
Is there any way to remove the default user credentials from the application login screen? I had originally thought that this would be clearable (the information has a check box) once the license file was applied. However, I cannot clear the check box so the default user information stays on the screen. BTW, we have changed the default administrator login password but it would be better if people didn't see the information at all. Thanks
SQL 2005 Express Ed w/Sp2
Maybe it's just my PC but I tried to install the 30 day trial of SD+ pro version 6 using SQL 2005 Express w/sp2. While SQL seems fine and I can connect to it with Management Studio and view it fine but SD+ won't see it at all. That's odd but maybe a SQL configuration default causing a problem? I'm puzzled as I just installed SQL 2005 Express and didn't configure it really. I did enable mixed auth and set an SA password as well as created a specific SQL user called servicedesk. None of the accounts
Daily Report
Hi, We are looking to have a report run daily that will show us any tickets that have changed in any way. In these reports we want to be able to see the ticket in the report. I'm surprised this isn't built into the program Examples of what we want to have that included in the report: We have a ticket that is going to take a week to finish, each day we put in the steps we performed into the request tab. Re-assign the ticket Close the ticket Open the ticket Deleted ticket I have called & emailed support
unable to schedule AD import
When I go to the schedule the auto import of the active directory users the check box to enable this feature is greyed out. I can manually import the users fine without errors just not schedule the auto import. Anyone else experience this issue?
Additional Field Question
I have added a multi line text field called Notes in the asset fields. When I try to import assets from a text file I have errors on this field. What are the parameters/limits for this field? I have a csv file with a column for Notes and I have text such as "The cd rom was removed from this workstation on 6/15/07" The text fails to import into the Notes field I created. What am I missing? Thanks for the help. John Z.
In Line HTML for Scheduled reports
If I create a report, and choose to send that report as a one time only email, I am give the option to select IN LINE html, however when sending a regular schedule report, the only option is html attachment. Is there a way to schedule reports to send html IN LINE?
Unable to restore to MS SQL
I am unable to restore my data to MS SQL server (Im trying to move the data to MS SQL from MY Sql) I do the backup and then during the restore process the progrss bar starts and gets about 75% of the way done and just quits. I found the log file SDRestore and I see the following at the end: Writting SoftwareInfo.sql Writting SoftwareList.sql Violation of UNIQUE KEY constraint 'SoftwareList_UK1'. Cannot insert duplicate key in object 'dbo.softwarelist'. Any help would be appriciated.
Pre - SDP 6.5.0 release
Hi SDP 6.x team, Sorry to bother you about a pre-official-release product, but whilst getting a taste, feel and testing of the new version, a couple of things have crossed my mind and wondered if your able to clear them up already.... before it's release. Would be really helpful too us... 1) Our scanned inventory of workstations seemed to have gained extra info tagged onto them. Where as our PCs used to be called: B1F165-15, B1F165-16, .... (Barn 1, First Floor, Room 165 - PC No 15... and so on)
ServiceDesk 5.5 Date Field Question
I have a question regarding custom date fields in the asset db on ServiceDesk 5.5. I created a custom field called "Returned to Government". It seems once you put a date in the field there is no way to clear it. Someone accidently put a date in but I don't want it there. Our only work around has been to delete the asset record and readd it. Joe
Allow to see all requests for the department
When I check the Allow to see requests for the department box, and click Save I get this error: "FAILURE :Login with same name already exists. Please provide different value for Login Name". Any thoughts?
Customizing the Worksation fields
We are a company working in the field of IT services, so we want to use this software for supporting of telecommunication links failure instead of workstation problems. I want to know if there is any way to rename the workstation fields or defining a new totally different category in addition to workstations for telecommunication links services. Thanks H.A
Multiple Sites
Good Day, I have a three part Question. Question1 - Can I run SD in our Head Office and have each national Child Office/Site connect to our head office..? Question2 - Can I isolate workstations/Assets to these Child Offices/Sites so they do not appear in other site lists. Question3 - If I can seperate the sites, can I also isolate our technicians and requestors to those sites, so they cannot view/modify what is not related to their site..? all help is most appreciated. Thank you Warren
new request is created with old request id
when a user sends a new request to ServiceDesk, the software creates 2 emails that sends to the requester: one with a new request ID and another one with the old id which is already used by the old request. Any fix for that, anyone? I'm running version 6008 Thanks
Daily scheduled report fails to send
I have a scheduled report that is supposed to go out at 6 a.m. every day. It is not being sent. I have checked the configuration, but I cannot figure out what is wrong. Would you please take a look at the attached screen shot and tell me if you notice anything? Thanks!
Import Tickets from mdb/csv file
Hi, We were using an MDB database to have all our tickets. I wanted to know if there was any way to import that mdb into our ServiceDesk installation (SQL based). Is there any way of doing it? Thanks..!!!
Setting/Changing the IP address SD+ uses
Hi! How do I set which IP address I want ServiceDesk Plus to use on a server with multiple IP addresses set to the NIC? I run miltiple websites on the server and I want the IIS server to use IP adsress A and ServiceDesk Plus to use IP address B. Best regards! /Dave
Importing user from active directory
Hello , when i try to import user from active directory,it shows failed to import.Pls find the attach for the refrence. Can any one help me regarding this? Regards samir Gore
Custom pick lists have gone missing
After our upgrade to v6 a couple of weeks ago we suddenly noticed that the two custom fields in the requesters section had emptied. We have two fields; "Company name" and "Support contract valid" that had pick lists, the other custom fields were single or multi line and they just suffered from the \\r\\n problem. Company was about = 30 options and Support = 5. Existing requesters still had their company name when you looked at existing requests, but it you edited the requester or when you went to
Daily scheduled report fails to send
I have a scheduled report that is supposed to go out at 6 a.m. every day. It is not being sent. I have checked the configuration, but I cannot figure out what is wrong. Would you please take a look at the attached screen shot and tell me if you notice anything? Thanks!
email technician the notes addition to request
Hello when I update a request with a note, and hit the checkbox to email technician with notes addition, the email doesn't contain very much information. right now it kicks out this in the subject: A note has been added to the request with ID : ##1061## body: example of the note added Is there a place to edit the template to include the ticket request title, date, ticket link etc.? thanks.
SD+ 6008 with MySQL - Failing to import AD users
Hi Any advice on getting SD+ to import AD users as requesters? OS: win2k3 DB: MySQL (as installed) The process shows the OU's available and then scrolls through the 300 user accounts but ALL of them are dropped as FAILED records. Not sure how to fix... The server already has OpManager 6 (6015) installed Thanks
Status Message
Hi everyone, I have currently 2 devices in alarm, and when i try to acess the device in opmanager i get the follow info message: Status Message Unable to find the object : "ip_address" I can not acess it, so i can not delete them, and when i try to re-add it it says: Device already present in system. Any ideas? Regards, Manuel Pereira.
Average resolution time report
Hi team We are (still) using SD+ V5.50 and want to know if there is a way to get an "average resolution time" report? Essentially it would just need to look at created time, completed time, the count of records. I have run a report with those fields, but because of the way us "aussies" view date formats (dd-mm-yyyy) the excel exported data is just not manageable Any ideas would be good. Is this report available in V6? Cheers.
Transfer SD to a new installation, without the old requests
I am currently testing SD+ on Win XP Pro PC. Over the past few months I have setup various templates, requesters, solution etc... I am moving SD+ to a Windows 2003 test server. I want to transfer this data but I do not want to transfer the requests that I have created over the past few month�s i.e. new server starts from request ID 1. Is there a straight forward way of doing this, rather than setting up SD+ from scratch?
Problem Restoring DataBase Backup
Upgraded from v6.0.0.6 to v6.0.0.8 But the SD+ didn't start, installed it, resinstalled with latest version 6.0.0.8 After trying to restore latest v.6.0.0.8 backup it gives me this error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO softwarelist (SOFTWAR EID,SOFTWARENAME,FILEVENDOR,FILEVERSION,PRODUCTNAME,PRODUCTVERSION,COMPANYNAME,S OFTWARETYPEID,CURRENTLYMETERED,DESCRIPTION)
Licence key Install
Hello All, After moving SD+ to a new machine I was unable to reinstall the licence key. The error was "please use the correct licence key" I did use the correct licence key Any Ideas Roger System Administrator
Closed tickets dissapearing?
Has anyone else had tickets disappear after they are closed?
Time Spent Reports do not reflect second technician's
When running reports of time spent, tickets that had time spent entries by more than one technician do not reflect that a second technician spent time on the ticket. We often collaborate or pass off the ticket to a different technician, so the Time Spent reports should show all technicans time spent, not just the Technician showing as currently assigned. Thanks
New closing rules
Does anyone know if we can add new closing rules. We want requests to escalate as follows. Open>Pending/on hold > Resolved > Closed. We want to make it so that only accounting can close a ticket. Any help would be greatly appreciated. Dom
'notes' icon
this is probably more of a development idea, but is there any way to show when multiple notes have been added to a request. When in the requests view, the notes icon changes to yellow when notes have been added. We use the notes a lot as a conversation with a requester. so is there a way of showing on the requests list page when notes were updated, or how many notes have been added. its a bit of a pain to have to go into a detailed look at each request to find this info.
Update on SSH support
There have been many requests and many promises that this was going to be added soon. I am seeing other things getting fixed and even a new ITIL feature in the works.. So where is the SSH support falling into the release schedule
Themes?
Anyway to customize the design to better match company themes? Thanks, Drew
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