ServiceDesk Plus 5 Upgrade Pack has been released
Hi, The much awaited ServiceDesk Plus 5 Upgrade Pack has been released. We understand that most of you are frustrated waiting for this release. We apologize for delay in rolling this out, we have tried hard to reproduce and eliminate critical problems you might face in the production environment. We have tried to address the communication gap with SDP Blogs, that will help us share and collaborate as we build the features you want. Download Upgrade Pack Important: Take a backup of all your data before
Change Request Status
Is the only way to change the status to edit the request? There is a Stop Timer on the page when viewing a request. In a future update could a 'Change State' be added? Thanks, Andrew
Possible integration within IIS
We run ServiceDesk on a server that is accessible from the internet via https:. We do not have control over the firewall that provides our internet connection. Since it currently only allows port 443 to the server, we are unable to access ServiceDesk from outside of our network as it runs on port 8081. We also have IIS running on this server which of course is serving websites on port 80. Is there way to integrate ServiceDesk so that a sub-domain and URL can be used to access ServiceDesk on port
SD 5001 will not start on Linux after restoring data
I am trying to migrate to linux from windows. I made sure that Windows was running the latest build 5001. I ran the backup utility and then copied the file to my linux server (also running 5001). I did the restore and it states it completed successfully, however, support desk would not start. I get this the first time: Server is starting. This may take a couple of minutes ... Free edition... ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer
What Next?
Ok I have version 4 SD + and i tried, oh how i've tried to upgrade it to no avail. So I decided in my wisdom to backup, uninstall and reinstall 5. Thus resolving the issue. This worked. However, I am now assuming that the Backup from V4 will not install to v5. As when i locate the file it does its DOS thing and no change happens! WHAT NEXT? I NEED TO GET THIS SORTED!!! HELP
Service Pack to Migrate from Build 5001 to Build 5002
Hi, Service Pack 2 to migrate from Build 5001 to Build 5002 has been released. Only Customers on ServiceDesk Plus 5 need to Download and Install this Service Pack 2. As always, it is safe to take a backup of your data. Download Here Steps to Install -------------------------- 1. Shut down ServiceDesk Plus Server. 2. Unzip the Service Pack zip file under <ServiceDesk_Plus_Home> folder. If prompted to overwrite the existing files, choose the Yes to All option. ( For eg: ServiceDesk is installed in
import inventory
Hello - is there any way to import items into the servicedesk inventory? I have an old inventory system which uses a mysql database that has items like monitors stored in there; they need to be available on servicedesk and the scan obviously doesn't pick up monitors. thanks Pete
Error when installing SP2
When I try to install SP2 to upgrade from 5001 to 5002 I get an error just prior to completion and then it rolls back to SP1.
Roadmap for ServiceDesk Plus .. Is there one?
Hi Firstly I must thank AdventNet for such a great product. ServiceDesk Plus really put me in control of my team and is working really well for us. Offcourse there are the odd quarks and issues, however overall a very good stable product. Anyways the reason for this post is I have been looking for the roadmap for ServiceDesk Plus. If it was published I could better plan according to the new features and functionality AdventNet is working on.
Method used in the Inventory
Dears, Im trying to understand the method used in the inventory of ServiceDesk, cause in some cases its works in others its not works. Its use WMI, SNMP, Remote Registry, Smoke signal ?? rsrsrsrs I have a customer that use the product and have problems, with winXP, some machines are not audited, some machines are audited, but some softwares arent apper in the inventory. Tks for all. Rodrigo Miranda
How can the requester conversate with the technician?
Hello, when viewing a request as a technician, the taskpanel shows 'E-mail the technician'. This mail will be added to the conversation history. But when viewing a request as a requester, the 'E-mail technician' task is not available. How can the requester send some extra info to the technician from SD? (In a way the mail will be logged in the conversation history ) Kind regards, Luc Janssen
Requests Received Summary by Date by Technician
When pulling reports I get this error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'Korn, David - IS' GROUP BY DT' at line 1" com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51)
Cannot view saved reports
This message appears when attempting to edit a saved report. Please advise HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: [J org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Requester not showing up when using Quick Create-New Request
When I click on the REQUESTER LIST and click on the user I want to assign as the requester, it doesnt get listed on the quick create page. I've tried this on Firefox and Safari for mac and it didnt work. It did however worked on IE for windows.
Import Assets from Altiris
Is there anyway to import assets from the altiris inventory system? /Martin
Requestor Details
When you go and look at a new request the phone number in the requestor details defaults to their mobile number and not the actual internal telephone number. If there is no mobile number then it defaults to their internal number. All the details have been correctly imported from the AD we just want it to default to their internal number and if we want their mobile number to look under view requestor details not the other way around. How can I change this? Regards David
new request
how do you make a new request link? It says "click here for details" but it does not provide a link (unless you copy and paste). A new request with request id $RequestId has been created by $RequesterName. Short info on the request is : Title : $Title Category : $Category Description : $Description Click for details : $RequestLink
ServiceDesk Plus: Not loading.
installed on Windows 2000 server w/SP4 and Windows XP Pro(no webserver running/installed). Both having the same problem. Please help... Thank you, Program installed fine. While loading the title screen the status bar sits there. INFO | jvm 1 | 2006/01/16 11:11:32 | percentage 82 INFO | jvm 1 | 2006/01/16 11:11:33 | percentage 83 INFO | jvm 1 | 2006/01/16 11:11:34 | percentage 84 INFO | jvm 1 | 2006/01/16 11:11:35 | percentage 85 INFO | jvm 1 | 2006/01/16 11:11:35 | isServerAlreadyRunning false while
Report problems in ServiceDesk5
Hello, we have some problems in the reporting tool. I'm not abel to create a Report for Spend time for one technician for for a specified Date. The report schows on the screen all tickes with there spend time, but when i create the pdf-export. the report schows more then the selected technician, an the spended time is not correct. It is also not posible, to create a report for one technician for one single day in the past or the curent day. The report shows always the curent week. Is this a failure
Global view and selection => wrong Field insert
Hi, i think i have found an error in the global view funktion. When i select a technician from the global view, the folowing screen has always insert in the field status the christian name of the technician insted an empty field. So i must clear this field and refresh the selection that i see all the tickets... For better understandig i have posted an Screenshot. Thanks for help.
Viewing Additional Status Requests
I have a couple of extra status' other than On Hold and Open but I cannot view the requests once I have changed them to this status. They obviously do not show up in My Open Requests, My Closed Requests or even My On Hold Requests. Is there a All My Requests? Do I have to trawl through the All Requests to find them again??? Andrew
Trying to print out hardware inventory
Is there a way to print out the hardware inventory list for a specific computer on the network? I would like to have a hard copy of this information.
Problem with starting SD+ (MySQL)
Hi, I just installed SD+. First error I got when I left it standard, was that Mysql had not the correct version, that I had to use another version of MySQL (when using the default installed Mysql included with SD+) I browsed the forums, found that I could use my own MySQL server, changed those things and now this is what I get in serverout0.txt (log file): [%T]|[%D]|[%N]|[%L]|[%Th]|: %M| [10:13:25:878]|[01-11-2006]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|: AdventNet
Business Rules don't pick up tickets logged from OpManager
I am trying to use business rules to redirect requests/tickets automatically logged by OpManager to a queue. The business rule is not picking up that a new request has been received from Opmanager. Is anyone else having this issue or is it a known problem ?
Change default filter for request view and home screen
Is there away to set the default filter for the request screen and home screen? I would like the default filter to be all requests.
changing the time a ticket was made
Hello... I there a way to change the time a ticket was made... the date seems to be fine... but the time is a few hours ahead. Thank you!
Admin/Departments /Group task
Dear Support Team, Please advice me how to delete most of departaments by group commnad... We have inserted by import more that 200 names of deparatmants in a wrong way... And now want to delete it... IS there a way to do it in one click? Thank you in advance Mykola
How to create CSV to import assets
Hi, I'm having trouble importing CSV files from withing the help desk software. I check the forum for answers and I notticed that support had already fix an issue similar to this. The format that excel saves csv does not include quotations for every field and the format that your support posted does contain quotes for every field. Ex. Me: name, company, id jose, shoplocal, 4535 your format: "name", "company", "id" "jose", "shoplocal", "4535" How can I export an excel or a CSV file to have this quotations
Can't close or delete requests.
Hope somebody can help since I've yet to recieve any help from AdventNet on this. Anyway I have two requests that I can neither close or delete. IE will just hang when you try it. Then after a few minutes the request list will refresh. Also was wondering how big the backup file was for a full blown installation. We have only been using servicedesk plus for a month and the backup file was well over 900megs before I stopped it. Thanks, Nick
Asset Field on the request field
Is it possible to Add a drop down combo box on the Request form to select an asset in inventory, the same way the Workstation Field is currently?
Inventory -PC scaning and monitoring PC Name changes
Hello, Please help me to understand how do you manage the PC name changes. Example The first scan found Pc_my_1 Before second scan the name of Personal computer was changed to PC_My_loc_2 What will be a result of next inventory? in a list will be These two PC or just 1(last) as expected ? Thank you in advance mykola007@mail.ru
Using standart MySQL server
Hello, I have a little bit strange question. I have installed MySql server (4.1.16) with supporting Cyrillic codes. May I use SDP+ with my existing MySql server? It will help me to resolve issue with "?????" in correspondence and etc...; Thank you in advance, Mykola
Date problem on Requests
Hi, I have created a new request. As the request needs to be soluted at a specific date, I tried to change the 'Due Date' manually. Unfortunately I use Windows with a French(Luxembourg) locale and the date in the field displays: 10 janv. 2006 but the calendar pupup is in English (and opens by default at October 14th!!!) and inserts the new date as: 13 Jan 2006 When I save the changes, my date is being cleared or it is turned to: 10 janv. 2006 It does not recognize the date I try to insert with the
Request Assignment
Hello all, I'm using a evaluation version of ServiceDesk 5.0 and I'm figuring out how to assign automatically a request to a queue or technician, considering the category of request. I found something similar (business roles), but all requests are keept "unassigned", unless the requester specify this. In my case, what I'm looking is how to do this without requester have to decide it (choose any option). Tried to define a default value too, without success. Thanks, best regards Fernando Possebon
How can requester reply to the technician reply
I created and sent a new request. The technician responded via 'Reply'. Now as the requester I can see the reply on the client computer. I would like to be able to 'Reply' back to the technician, however, there is no 'Reply' or 'Forward' as there is for the technician. Is this by design, so the technician isn't overwhelmed by email? I noticed I can click on the technician's email address and send him email directly, but it doesn't seem to be included with the request, which defeats the purpose. Is
Authorize non admins to change the due date
hello, we're having problems with authorizing non-admin users to change the due date. The technician roll has full control on the request form, but still can't change the due date. I know the due date will automatically change when changing the priority or the SLA, but we want to edit it manually. Any help is welcome. Kind regards, Luc Janssen
Call Templates
Hello - is there any way of having common call templates setup? For calls like password resets etc... cheers Pete
ABOUT INTERNATIONALIZATION
Hello, i have installed Version 5.001 i have read on the web site that this release is now internationalized, how i put SD+ in spanish? Thx in Advance
Solutions Content Category
When creating a new solution, the software does not permit entries to be typed correctly in the CONTENT category even though there is an asterisk there as a mandatory field. Please help :cry:
Question about criteria
Hi Is it possible to set few conditions for one criteria ?? examle: Match the below criteria Title contains xxx or yyy or zzz Perform these actions : Place in Queue qqq Regards Bart
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