Business Rule Criteria Group IS None not working
Is there an ETA on this problem SD-47197 When a business rule with criteria as group is 'none' is executed it does not apply any action. Whereas if the criteria is level is 'none' then action applies. We are trying to get our SDP installation up and running and were looking to create a rule for all new request that do not have a group assignment and assign them to a default group. Of course, with this bug, we are stuck.
Error while unpacking - during SDP installation
Hi, when ever I try to install SDP.. any version 8217 or 8215 or even the 9 version.. during the extracting zip files .. this might take a few minutes phase it stays for a while and shows a sever error while unpacking and the installation terminates. I tried removing the adventnet folder from regedit... zoho folder from regedit.... removed the partially installed SDP files...cleaned temp files and fixed registry issues using CCleaner..restarted teh system.. but still the same. I did uninstall and
line graph report showing total ticket growth for the year
Ok this is probably going to be embarrassingly simple but i can't figure it out. i'm trying to make a report which has a line chart or time series chart the only thing i want to see is the total number of tickets opened over the period of a year from the date run. my problem seems to be that the only way to make a line chart or time series chart work is to group it by something specific, which in turn, creates multiple lines on the chart which is not what i want. I just want it to view a single
SDP 9002 High memory usage while and after asset scan
Hi Is this normal? Thanks for 9002 the asset scan now complete without stacking in middle. I have completed the asset scan in about 6:30pm in reasonable length of process time. However I noticed the memory usage (java) is up to ceiling like commit (KB)=7.698,396, working set (KB)= 5,707.208 way after the process is completed and just now at 10:37AM. If I restart service, it will way down to 1GB mark for start. Well, I see the system requirement for this application is 4GM server memory. We have
error/bug when importing from AD - user gets overwritten
Running SDP V8212 (Windows with mysql) I have a technician John Doe with email john.doe@mydomain.com There is a second Active Directory account called HD_JohnD with email john.doe@mydomain.com each time we do an import from active directory, the technician "John Doe" is changed to "HD_JohnD. How can I prevent this? This is messing up our business rules. Wayne
SD+ asset serial number keeps flipping between two values
Running SD+ 8.2.0 Build 8216 and Agent 1.0.15 that came with it. We have one system that has a hard drive that the serial number keeps flipping between two values. We've confirmed that the user is NOT removing the hard drive and popping in another. We've also confirmed there is no duplicate IP or host with the same name. Here is a partial history: Scanned on Feb 24, 2014 05:06 PM Hard Disk (ST980412ASG) - Serial Number changed from 5VF06L8Z to V50FL6Z8 Scanned on Feb 24, 2014 10:40 AM Hard Disk
Is it possible to import other fields from AD?
Is it possible to import more/other fields from AD. There are other fields specifically the "Reports to" field that I would like to import from AD
Need to close several requests at once
Greetings, One of our Helpdesk technicians needs to close several requests at once. We require that there be a resolution posted for each request, but the resolution for all the requests was the same (applied updates to software package!). Is there some way of adding the resolution and closing all the requests at one time, rather than one by one? Thanks!
Can We Change Height of Resolution Writing Area?
Is there a way to enlarge the height of the request resolution text writing field? Ideally, the size auto adjusts to the browser height accordingly, as is the width, but at least can we give a bigger (and fixed) default size?
"Personalize" not working in 9.0
Upgraded to 9.0 Build 9002. We use the "Personalize" option to add our names to the requests when we reply, and they are not being added since the update.
"Subcategory" not sorting
Using IE 10, we do not have the "Subcategory" option sorted alphabetically. This makes it difficult to find the correct entry. It was sorting okay in IE 8 and 9. We do not have the option to use another browser.
Column aliases for non-custom fields
Hi. I'm developing a Reporting Services report using servicedesk Database. I'm not able to find the names of non-custom fields in the database (table columnaliases has column names for custom fields, UDF_CHAR1 for example). Is there a table in the database with those names? I'm developing the report using portuguese language. Thanks in advance.
SD Plus upgrade to 9002 - Error with Dashboard display.
Hi I recently upgraded to the latest version and now when I view the dashboard I get an error 500 java exception. I've attached a screenshot. Any help would be great. Thanks Scott
How to use downgrade rights properly
I'm beginning to use the Software asset tracking within Service Desk, and am happy to see the 9.0 version with many additional capabilities. Right now I'm trying to track my Autodesk licenses. Under an Autodesk subscription, we are allowed to run the current version plus 3 prior for each license we hold. As an example, if I have 60 licenses I can run version 2014, 2013, 2012 and 2011 on one computer, and this consumes a single license (single computer). I had hoped downgrade rights would provide
removing software entries from asset manager
Hi we have thousands of entries in our asset manager - scanned software where installed is '0'. (historic polution) Since I can only delete 200 records at the time this would be a time consuming excercise to do it manually. - is there a way to (permantently) delete the ones where 'installed' equals '0' (one off) - is there a way to remove them automatically once they become '0' ? (setting) thanks/Eddy
Windows 8.1/2012 R2 & compatibility with SDP / OpManager
Hi all! New wave of Microsoft products (Windows 8.1/2012 R2 ) will be in GA after 2 days. What about compatibility Windows 8.1 with SDP / OpManager? IE 11 (default browser of Windows 8.1) is compatibility with SDP / OpManager and it may provide normal view this products?? What about monitoring and setup SDP / OpManager in Windows 2012 R2 ??? What about monitoring Hyper-V in Windows 2012R2 ??
SDP template creation tickets by email
It is possible that when I get an email to one of the mailboxes groups ServiceDesk Plus ticket is created with a template other than the default template? Examples: SDP email: helpdesk@sdp.cl email support group 1: group1@sdp.cl email support group 2: group2@sdp.cl If the mail is addressed to email SDP: Apply template "default" If the mail is addressed to email support group 1: Apply template "Group1" If the mail is addressed to email support group 2: Apply template "Group2" Thanks, Mauricio
Option to have new ticket start on a search page
Many of my users are lazy and choose the first ticket template they see. I have seen many support pages start with what is your issue. just like when we start this discussion as you type it brings up other similar issue/topics This would be great to have as the main ticket page as an option. force the people to start typing in their issue and have templates show up in a list close to that description. just as if they searched by my users don't use the search feature
Linking 'Categories' within Tickets to 'Topics' in Solutions
Hi I would like to be able to use the categorisation matrix within Tickets for 'Solutions' but it appears to utilise a different field Is it possible to do this? Thanks Andy
Job Field from AS400
Hi, My company is looking into replacing our current Helpdesk ticketing system and I'm considering ServiceDesk Plus. I have a few questions about functionality: 1. While integrating with Active Directory, can ServiceDesk Plus pull fields like Organization and Department from AD user object and auto set/populate these fields during ticket creation? 2. We're currently billing all tickets to jobs in AS400 system. Current system pulls list of jobs from AS400 and, if user doesn't want to bill it
SLA list report
Good day! We need SLA list report - smth like that: - service (incident) template name - Urgency - Impact - Priority - SLA name Please help.
Round Robin style technician selection Question.
Hello, I've been wondering if there was a way to implement an automated ticket assignment system that allows the ticket to move up technicians with higher skills rather than moving along same level of skilled technicians. This situation roughly shows what I'm looking for: Incident is reported by CEO of company through ServiceDesk Plus. Ticket is assigned to a medium level technician with a time limit of 10 minutes. After ten minutes if the ticket is not resolved, the ticket is moved to hands of
Attachment with two consecutive spaces in filename are not forwarded with IE
Hey there, we encountered a problem in a rather special constellation. If a request comes in with an attachment that has 2 consecutive spaces in the filename, it cannot be forwarded with Internet Explorer. The forwarded mail does not include the file, the conversation shows the attachments but clicking on them opens an empty file. The database entry shows that the "new" filename only has a single space. the file created in the fileAttachments/conversations-folder has size of 0kb and has a single-space
Update Failing 8217 to 9000
I'm running as admin, and I even tried disabling UAC thinking it maybe an access problem. Not sure where else to go with this one. Log attached
How to handle external service vendors?
Hey guys, just wondering how people have dealt with adding external services vendors into the CMDB on SDP? For example, we want to add things like our ISPs into the CMDB with information like contact info, bandwidth, contracts, etc. Or another example would be DNS hosting. Or telco/phone providers. Thanks, Graham
export all my data from ServiceDesk in a new database?
What is the best way to extract all data from ServiceDesk?
[Newbie] Customize Report and Quick Link for Update Status
I'm newbie for Service Desk Plus (6 Months >.<), i need some customize Report and Quick Link for Update status (Open to In Progress).. I will explain it, sorry for my bad english. 1. Customize Report In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time? 2. Quick Link for Update Status (Open to In Progress) In some situation, ticket come to the
Auto CC to a technician
Hi Team, Just wondering if there is any option to include a Email ID at "notify to user: field by default? Or is there any way to have reply from technician automatically CC'd to all technician. Without this feature, we find other technician in group not being notified when a technician replied or responded to a ticket. Any idea on this?
Mail fetch no longer working
Mail fetch is no longer working since upgrading to 9000 I can stop and start the mail fetcher and it verifies the mail server connection and says it is successful, but it does not attempt to fetch any mail. If I restart the server, it does one mail fetch successfully and does not do anymore. Please help!
SPD 8217 to 9000 Update Fail
Hi there! I've attached logs. Seems that it fails while backing up, trying to access a non-existing table (ServiceReq_601). Upgrade path is 8216 -> 8217 -> 9000. Thanks.
Modify forward personal request
Hi, I noticed that by submitting a written response from themselves and not received by others through service desk, if you are forwarding are not populated the fields in the template. for example I have these fields: Date: $ CreatedDate From: $ RequesterMail $ Description if I forward a response that I received works perfectly. if I forward an answer that I sent, not fill in the fields "$ CreatedDate", "$ RequesterMail" but only "$ Description" Thanks Daniel
network scan returns ip adres
When i'm running a network scan to discover new- and scan existing printers. The asset name shows up as a ip-adres, but i want the hostname from the printer as an asset name. Even the printers who are already in SD are also shown their asset names as ip adres and hostname, so then there are 2 of the same printer in SD. PS, workstations are having that problem to. kind regards, Jeroen
Query report to show time spent by tech on changes and requests
Hi, I am looking for a MSSQL query that would show me the total time spent by technician for "Last Quarter" for both Changed and Requests. A consolidated report would be best but I could live with 2 separate reports. My company will be using this for after hours reporting and billing. We have a custom field on both changes and requests called "After Hours" that I will filter on later but I just need a starting point. Here is how I was hoping to have this formatted. Tech Change/Requuest ID Title
Need report
How to make report: Need average time on all requests by priority need to close\resolve request like Low priority - 20 requests - 2days 23:00 all time - 10:00 hours average time Normal - 5 req - 05:50 all time - 0:50 mins average time High - 10 req - 12:35 all time - 01:05 min average time if can't make this report in one, need two different with all time spent to resolve requests by priority and average time spent to resolve requests by priority
Different incident template & ID
Hi, I'm just wondering if there is a way to create a separate incident template for a different specific job and have it having a seperate ID numbering system? For example normal incident template that we use for most jobs is up to 900 or so in ID numbers but is there a way i can create a new incident template for example called "Certain job" that begins again at 000. So I can in theory have two different ID numbers that do not affect each other? Thanks
Problem using Frequently Asked Report (Query Report)
I used to get this kind of error where the syntax is default by the system: Can anyone advise. Tq org.postgresql.util.PSQLException: ERROR: syntax error at or near "'Total Number of calls created'" Position: 442 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:1835) at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:257) at org.postgresql.jdbc2.AbstractJdbc2Statement.execute(AbstractJdbc2Statement.java:500)
Problems with New Purchase Orders after Update SDP 9.000
Hi, We are using SDP 9 build 9.000 and we having problems with new purchase orders. We fill all fields in this request process and when pressed SAVE appears the error "Impossible to create OC". We made no change in the fields of the purchase order. I don't know where is problem, but it happens after installed the last update of Service Desk Plus software. What can we do on this case, we need to register new orders. Please support team, high priority. Thanks. Regards, Lincon Ruam
Custom Report: List of Open Requests
Hi, I would like to know if it is possible to create a custom report on which I can see the number of open requests, per technicien, after 2 weeks,1 month and 3 months of their date of creation? The objectives of this report is to see how many incident are still opened after 2 weeks of their creation and to see how many requests are still opened after 1 or 3 months from their creation date. Thanks. PatrickN
Problem with restoring backup on a Fresh Installation of SDP 9 .
Hi, We have been using Service Desk Plus for years,now on our server we have SDP version 9 build 9002( last version ) with MSSQL database. We have decided to change our server , therfore we installed the SDP version 9 build 9002 on new server (same version with same database config) and tried to restore our backup from old server on the new one. But it just starts with extractng backup file and finishes unexpectedly. Please help in this regard, the log file is as follows ********************************************************************************
Service Desk Plus Network Scan Issue
Hi I am running a fresh install of SDP v9.0. Until yesterday my network scans were working fine. Today the scan goes on forever never incrementing. I also tried doing a domain scan but the same issue exists as with the network scan. The only change I made was testing the Desktop central system. I deployed a few agents to seem how well the solution works. The Desktop central system seems to scan fine though. Tx Gary
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