SDP Placement in DMZ
Hello: I am trying to plan where to place the SDP server. I need to have internal and external access to SDP. We also use AD and want SDP to link to it. We have a security rule that nothing in the DMZ can initiate a connection into the production network (such as a sync to AD), but the reverse is ok. How are other folks structuring this? Thanks. Nordic
SDP 6 Clarifications
Hi. I have the Trial Version for 6.0.0 (Build 6003) installed on W2k3 Enterprise R2. I am trying to clarify a few things before proposing this to management. - Has the SSL feature been enabled? If so, where is this documented? If not, is it possible to run this over another web server that supports it? - Is the link to Active Directory dynamic? If not, does it store AD usernames and passwords? - Is IE 7 supported? TIA. Nordic
Can't delete categories
Hello, Now that sub-categories are available, I would like to make some changes to my categories, however, I'm finding that I cannot delete old categories. I thought this was because they were in use, so I changed all requests the were using the categories in question, however, they still will not delete. After I click on Delete, they are gray in color, but are still available when creating a new request. How can I get rid of these categories permanently? Thanks, Nicole
Add Software Window
This is just a suggestion and maybe already proposed... When performing manual additions, add software, would it be possible to allow resize of the list box. It is very narrow and doesn't allow viewing the whole software name? Also, would it be possible to allow sorting?
Feature request log.
How about adding a sticky to the Feature Request section of the forums detailing features you are planning on adding. Or is that somewhere else on the site and I just haven't seen it yet? I've spent a lot of time trying to figure out what you might be adding and when while trying to evaluate your product, that we are going to purchase. A simple road map would help me request features that haven't been requested and might go along with items currently planned. Simple format Next feature update: Expected
Cant restore database
I have tried to restore our database with the restoredata.bat on build 6002 but I get the error. �The markup in the document following the root element must be well-formed.� What am I doing wrong? :evil:
Solution Date Changed
Hey everyone, I believe I have found another bug in the ticket system of SD 6003. The resolution date will change when editing a closed ticket. Example: I find a ticket with from 10/10/2006 that has some mispellings or something I'd like to correct. The resolution was entered on 10/11/2006 and the ticket closed. I click on the main Blue edit button, make the change and save the ticket. Now if I go look at the resolution, it shows that the resolution was entered on the day I EDITED the ticket, and
Re-open helpdesk log
Whenever user reply to a helpdesk log that has been closed the system will re-open the case. For us it is very annoying because user normally reply 'thanks' which re-open the case, and we have to close the case again which trigger another helpdesk close message back to user. Instead of using RULES to control sending a helpdesk close message back to user, is it possible to have an additional option to close send or not send a message to user when 'close' or 'save and close' under 'enter resolution'
CMDB
Greetings Our company has been using ServiceDesk Plus software, for quite a long time now. We are very satisfied with services provided by Your product. However, we are interested in starting ITIL in the nearest future and we are going to need main sets defined by ITIL like: Problem Management, Incident Management, Change Management, Release Management, Configuration Management and of course Configuration Management Database to store all items relevant to these sets. We would like to know, does Your
Merging requests generates and error
hi chaps, since the upgrade to version 6.0 I cannot merge requests. I've tried merging 2 and 4 requests, all different but they all generate the error attached to this post. Any ideas?
Cange database name
Can I change database name in 6002 MS SQL version? If I use changeDBserver script the database field is disabled.
SSH support very much needed
Hello, If you search this BB for SSH support, you will find numerous requests for SSH support. They go back for over a year, and everytime the response from adventnet has been "It's in our Roadmap". Using Telnet on Linux servers is a big No for security reasons, and we dis-allowed the use of Telnet on our servers way back in 1998. I don 't think it's necessary to explain why. I find it unbelievable Service Desk Plus still hasn't support for SSH, so we can start using SDP for our Linux servers. I
message Invalid direct reference to form login page
Hello, when trying to access servicedesk through our sonicwall ssl-vpn as a bookmark this error is shown: HTTP Status 400 - Invalid direct reference to form login page type Status report message Invalid direct reference to form login page description The request sent by the client was syntactically incorrect (Invalid direct reference to form login page). Apache Tomcat/5.0.28 Any suggestions? We're using the dns name as the bookmark http://helpdesk.ourdomain.com
Database restore not complete
After upgraded our SD to 6003 and changeDB to MSSQL, I did a restore to the new version. It said, restore is succesfully. Everything was restored to the new MSSQL database, e.g. Requesters, Rules, Technicians,,..... But I lost all our request tickets, it just empty. Please, advice. Thanks
Self Service Portal
Hello, I'm trying to make my self service portal available to the internet, but i'm not able to get it up and running. Has anyone done this and if so, could you walk me through the process. I have a public IP and DNS name registered with my ISP. Im running into problems on the server side. Please help! Thanks Maurice
SD 6003 problem
Hi! I test 6003 hotfix. Some problems still exist. 1. Sub-categories and items are not assigned to technisians and doesn't appears in requests list. 2. Russian business rules works but reports doesn't.
Changing AD Username in SD+
My company currently uses ServiceDesk+ on our local AD Domain. We are being absorbed in to the Corporate Office Domain and AD. Locally we have always used FirstInitialLastName as our AD Login. When we move, we will have a new login Dxxxxxxxx (unique number). How can I make this move and not have to re-configure the entire ServiceDesk again and also retain all of the current tickets and history associated with them?
Unable to remove default login details (SD Ver 5036)
I have just downloaded SD ver 3056 and would like to trial it, although I can change the administrator and guest password I cant remove default login details screen from the login page. When I click on the remove login details it doesnt work, I just get error on page in the bottom left hand side box. I am running IE 7 could this be a problem ? Thanks
SD+ 6- business rules -Object expected
Can not create business rules. On business rules pages I get following Object errors: Line: 185 Char: 48 Error: Expected ')' Code: 0 URL: http://localhost:8080/SetUpWizard.do?forwardTo=rule then Line: 901 Char: 1 Error: Object expected Code: 0 URL: http://localhost:8080/SetUpWizard.do?forwardTo=rule then Line: 1903 Char: 1 Error: Object expected Code: 0 URL: http://localhost:8080/SetUpWizard.do?forwardTo=rule Last message apeears twice. Log file is attached. I use a pure 6.0 with default database.
Two or more requesters for one request
Is it possible to allow requester to view (may be edit) not his own requests only? I don't mean Head of department feature. Sometimes we need that some requests may be accessed by different requesters from different departments.
Reinstall Servicedesk
Hi, I run 6003 and have error license problems as mentioned before. I need to get this thing up and and wonder if this is possible: 1. Take a backup of the database 2. Uninstall the whole servicedesk 3. Install version 6 from start 4. Patch up to 6003 5. restore data
SLA requester list sort
When creating a SLA the requester list is not sorted. Can we get ALL requester lists in the application sorted when displayed or selected. Thanks
Languages in Free version
Hi, Is it possible to change the language in the free version? I am evaluating the application and unable to change the language, when I press Personalize, I can inly change the password. -Brauner
net.sourceforge.jtds.jdbc.ClobImpl@1ca1a68 error message
Hello - I upgraded my SD 6.0 to 6.0.0.1 and now, all of my tickets have this net.sourceforge.jtds.jdbc.ClobImpl@1ca1a68 in their descriptions. I am using MSSQL and followed the instructions on this forum for upgrading to 6.0.0.1. I also tried reverting back to a previous data backup but that did not resolve the issue. anyone else with this issue? Also, any new tickets created also have that error message in their decription.
Error when editing PO
I am getting the following error message when I try to edit a PO. It happens as soon as I add an extra item...... ception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
Can Requesters Close or delete a request?
Hi, I've had a question from a user regarding the closing or deleting of a task. Can a requester delete or close a task that they have entered, or do they have to wait for a technician to close? Thanks for your help. Cheers, Tim
Business Rules, Dates Conditions
Hi Is it possible to add a business rule for overdue requests?? I want the option to trigger an action of modifying the status of the request when the due date expires, or when another date field expires. Like having the condition Due Date is Today date or something similar. Something like the conditions are in the requests custom filters, to have them into the business rules. Do you have plans to add this kind of functionality in a future version of the application? Thanks Carlos
Admin Password Reset
I recently restored data after a system crash and neither the original nor default admin password will work now. Is there a way to reset it?
Notification for Groups Not Working
I already reported this issue to tech support, but I would like to know if others experience the same behavior. I configured certain group members to receive notification when a request is placed in their group's queue, and I also configured the Notification Rules to enable group notification. But so far nothing happens. None of the group members receive a notification by email that a request has been placed in their group. However, we receive notifications for overdue, approvals, notes and individually
Strange Security(?) Issue
I came across a strange issue today. One of our Technicians was editing his request, specifically changing the Category and Sub-Category. When he clicked the save button the page seemed to post, but it actually reverted to the previous Cat and Sub-Cat values. I tried to edit the same request using my admin login and had no issues, so I then made him an admin, logged out, cleared the cache and logged in. Just to check his permission, I clicked the admin tab, and it showed up with no problem. We then
Problems upgrading to 6003
Hi, I just upgraded from servicedesk 6 to 6003 and run into this: Wrapper.log AdventNetServiceDesk Failed every other service was started ok and even manageengine service, but it isnt possible to contact and run helpdesk from the web. I�m using MSQL. Please, fast reply Regards Boru
restoring request
How can i restore an e-mail that has been sent (by mistake) and rejoined to another request (closed request), because the request ID that is automatically singed in the e-mail subject, was changed by user (by mistake)? For result, closed request was open again. Is there any way to change that thing back to normal, undo action, or? please help!
Active Directory import and manual additions
Hi, Is it possible to automatically import from the Active Directory and also have manually entered user accounts? Jeroen
Scanned Workstation Info Wrong
Hello all, Has anyone else had the issue of the memory size being shown incorrectly when scanning a machine with SD6. For example, My computer has 2 Gigs of ram. On SD5, it shows up at 1.99GB. Now that I've rescanned it with SD6, it's showing up as 2MB. This is happening on any machine I scan. I've attached a before and after picture.
Solution Searches
We are having a difficult time finding solutions that we have created in Service Desk. Is it just me or are the solutions not full text indexed? If we don't put in just the right keywords then we are liable not to find the results when we search. Additionally, it seems to me that compound keywords are not allowed and provide no result when entered. I.e. service desk as a keyword would not work. The solutions feature is great but needs to be more robust and searchable please - or I need to be made
viewing others requests
we are getting ready to push this out to our end users and I want the manager of a department to view the requests of their employees. I've assinged the users to a department in AD and imported the users etc.. I've check marked the box under requester that says allow user to view requests... When I log in as that user, I can only see her requests and nothing else. When I click on all department requests, nothing will show. Not even her requests. Not sure if I am missing something or if something
6002 Upgrade w/ MSSQL
While installing 6002 update, the installer stated that the update wasn't supported in a MSSQL environment. ???? Why make an update that doesn't install to a supported installation configuration? When will I be able to install an update to SD+ w/MSSQL to fix the problems addressed in 6002? Christian
Any news on vPro integration with SDPlus
With intel now releasing it's vPro technology I am interested to know igf Service Desk Plus will be upgrading to allow for intentory and SOE to be doen through it. The majoy advantage of this over the existing DCOM system is that the inventpry can be carried out with the machine turned off. JR
service patch for MSSQL?
When can we expect the update so I can patch the 6.0 install?
Technician can't see his own request
Technicians can create requests. But if technician is configured to view request All in group & assigned to him and have a request assigned to another group, he can't view his own requests. This is a problem. Is there a solution?
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