Backing out Service Packs, patches, upgrades, database structure changes
We intend to move to 8209 when it's re-released however what's the procedure for backing out and reverting to the previous build? Are there any database changes?
ServiceDesk Plus - report feature - list of vendors.
How can I generate a report that gives me a list of my vendor contacts with emails? Thank you!
Create an Incident or Service Request Field that won't allow duplicate entries?
The manager requested a field be created that allows the technician to "rank" the open tickets in terms of priority according to the customer's request (if 10 items, then rank them 1 thru 10). I can easily create a new Incident or Service request field allowing numeric values but is there a way to restrict duplicate entries for fields?
Login password encryption
When a user/administrator logs in with ServiceDesk Plus 7, is password encrypted or sent with plain text? What about using domain usernames? Thanks
Problems logging in new technician
We have just added a new technician but don't seem to be able to get her to logon. System says incorrect username or password. I have changed the password a couple of times to no effect. I have also deleted and re-instated but still no joy. She has been removed as a requester in case there was a conflict there. We are licenced for 20 technicians and have 24 listed but 5 are not currently active so shouldn't be a licencing problem. Any ideas? Richard
Increase Attachment Size
I need to increase the allowed attachment size. Can this be done?
Unassigned Calls.
Hi, Was wondering whats the best way to setup system for Unassigned tickets. Can i get system to email a user or group after a certain amount of time if unassigned, as dont want user's sitting watching screen's all day for Unassigned calls. Any input would be great. Regards Keith
SLA Escalate to another group.
Is it possible to take an SLA escalation and assign it to another group after a certain time period? We have a SLA setup that requires our technicians to resolve the issue within an hour, after that it will notify the next group every 30 mins. We would to be able to automatically assign it to another group after the first hour. Is this possible?
Change Requests by Asset....
Is there any way to view all changes related to a specific asset? It seems like we are tagging assets in change tickets, but there's no good way to get a quick view/list of change tickets related to a specific asset. There has to be something we are missing? The bottom line of change tickets is being able to review all the changes for a specific system/asset in a way that aids troubleshooting and research. I do not see a way to easily get this.....maybe a report?
Hotfix 8119 Problem,failure starting
Dear, We have updated from 8114 to 8119,but unfortunately the service started unsuccessfully,it seems that it is wrapper problem,below is some tips from wrapper.log,please help. STATUS | wrapper | 2012/12/13 09:52:51 | Launching a JVM... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: Initializing... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: WARNING - The version of the Wrapper which launched this JVM is INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager:
Screenshot paste feature in online request creation noted as SDF-24233
I see there are several items ranging from 1 to 4 years ago on this topic but then they stop. We are looking for this feature and a screenshot accompanies almost everyone of our new reqeust. Is there any update on this being avilable? thanks, Eric
$RequestLink giving incorrect hyperlink
In our notification messages we are getting the incorrect hyperlink sent in the notification message. It says http://servername:8080/http://servername:8080/link to call the second part of the hyperlink is correct, but the link as a whole is not correct.
Problem with restoring data
Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: invalid END header (bad central directory offset) at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown Source) at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1022) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1017)
SD+ server migration - 8208 x64 full install files
Hi all, We are in the process of swapping our servers from physical to virtual servers on VMware. Yesterday I installed the new SD+ server and upgraded the existing server to the latest version. However there is a mismatch in the versions. 8208 is available for the existing server (I've seen the post about mail fetching problems in the 8209 SP) and only the 8209 full installation files are available for download. We are also switching from Win2K3 x86 to Win2K8 R2 x64. I do not have the x64 full
Reply to request for approval creates a new request.
Reply to request for approval creates a new request.
Microsoft Forefront UAG and Service Desk Plus Mobile App
Is there any integration with Microsoft Forefront UAG and Service Desk Plus Mobile App. I can expose the webpage through a UAG Portal to view over an internet browser...
Request Approved By
Dear Support , is there a way to create a field named : approved by ? thank you
aging report that show open and onhold tickets
7 days old; 8-15 days old; 16-30 days old; more than 30 days old so that would be four columns. sorted by category if possible 1 report with details and the other just a summary of count.
Request Approved by
Dear Support , is there a way to show field in the report named APPROVED BY . thank You
Alert the following technician when new request is created does not work
Hi, "Alert the following technician(s) by e-mail when a new request is created" doesn't work. When the request is assigned to one technician or group it works. Is this some software bug or am I missing something? Anyone face this same problem? How to solve this?
How to allow permissions for technicians for tasks at Change or Problem level
For a user definied as technician, I detect that permissions to view tasks into Problems or Changes isn't allowed. Apparently, I don't retrieve differences with definitions into Service Desk for that user and the other Technicians whose tasks are allowed. Best regards Massimo Morgagni Italy
Access Permissions for Vendors and Products
Hi, Can you clarify which of the Access Permissions is required to allow for Adding/Deleting/Editing Vendors and Products? These two are closely tied in to the Purchase module so I need advise how to grant access to these without giving the SDAdmin access.
Requester "Business Impact" doesn't feed into Impact
Even though I am importing the Business Impact field through the AD Import, the users business impact doesn't affect the Requests Impact. All Requester's Business Impact types were imported into Impact, and show properly on the Requester list. Since there is no real connection between the Requester Business Impact and the Impact field I can't create correct Business Rules so that a user with a Critical Business Impact gets their request categorized correctly. How do I get this fixed?
SDP iPhone App Crashing
Running latest app, tried both 8202 and 8207. I can login, but then I get a request status 401, then a dialog asking me to submit the crash report. I can answer Yes or No and it crashes the app.
Unassigned requests not as good highlighted as done in previous version
I do not know if this is specific to new layout (>=8.1) but many of my support engineers complain about not able to quickly see unassigned requests. In previous versions it was done much better. We are not able to change this part of sdp theme on our own so please propose a solution for this. We spend many hours working in sdp interface and it is very important. SDP User since v7.0:)
email sett
FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Reply to a Request and the Insert Web Link does not work
When I reply to a request id sometimes I try to insert a hyperlink and nothing happens.
Layout
Hi, Is there anyway of changing the layout of the 'New Request' form for eg. I want to remove fields such as 'Group', 'Level' etc as they do not add value but cannot find any where i can customise? Thanks Kate
API
I want to know the last comment of the ticket via API Is possible to do that?
New Build Quality - please improve
It seems that every other time I update to the latest build, I run into serious problems. Latest, mail fetching problems, bad downloads, I've had to restore in the past. What gives? I look forward to updates, new features, bug fixes, etc. but can something be done about the quality of the releases? I have a business to run and our business relies heavily on IT responsiveness and I can't do it with poorly written software. Mike Barry Director of Information Technology 508-929-4618
Out of Office Auto Replies
Hi, Was wondering what's the best way of servicecdesk ignoring out of office replies? Regards Keith
setting users to be emailed on SLA escalation
This has to do with SLA's on the service catalog. ie. A user is locking out a warehouse in our erp software. on the end of month this is crucial to business and we give it 15 minutes to to be taken care of. If after 14 minutes it has not been taken care of it will be escalated to tier 2. The problem I am having is that I can escalate to myself and $Ticket Owner but the choose button does not give me the option to add the other technician. Am I missing a configuration somewhere? I don't seem to
Projects module
Hi, Just want to check if it was possible for the Projects module to be configured to send alerts when new tasks are added and assigned to a resource. Is there functionality for this feature? Thanks
Technician unable to save PO
We've reported this directly to support but have not had any response. We upgraded from 8125 to 8208 approx one week ago. One of our technicians cannot save a PO, the 'Save Purchase Order' button does not do not anything when he clicks on it. We have cleared his cache, tried in several browsers. He has the same permissions as other technicians who are able to save a PO. We're concerned that deleting him in ServiceDesk and reimporting from AD will affect his open calls and stats. Any ideas?
Asset Scan reports Office 2010 wrong Procuct Key
Hi, the last version of AE_SCAN.VBS fails to get the right P.Key of Microsoft Office 2010 (while it works correctly for Visio for example). See the atthaced image (the right P.Key is reported in cmd window). In the past I had the same issue caused by an outdated version of the script, but in this case I have the 8.2.0 build 8208. I have tried with an old version of the script that worked fine since some month ago (v 1.30), but the result remains the same. I'm assuming that MS introduced some change
Agent not installed Report
Dear Support, I need a report that show me the asset who haven't installed the agent. The database server is mysql and the version of SDP is 8208 Can it be possible? Thanks a lot!
Service Desk Groups
I am looking to deploy ServiceDesk plus enterprise to my organisation The organisation has 3 business units each with there own departments. I propose to may a 'queue' for each department for each of the sites so an IT Queue, Finance Queue etc 1st question is there any documentation on how to configure the security to restrict who can see what with Active Directory groups 2nd Question is it possible for each department to have a dashboard or would they all need to be set up as sites Thanks in Advance
different approver
hi, How can I send a request to different approvers based on a ciriteria? For example by creating a new business rule and define the ciriteria then choose an action like "send for approval to". Thanx.
Workflow(s)
Is there a way to setup a workflow that triggers multiple tasks to be created and notify of completion of a task to the next person in line? For example: We hire a new employee. HR requests a new user to be setup in the system. Depending on the type of user, there are multiple systems that this person has to be entered in to, all of which involve different users. What I would like to do is setup something that when a request comes in with category New Employee, it creates a new task for a technician
Is it possibile to create a Change with the REST API?
Hello, I have a simple question: Is it possibile to create a Change with the REST API? Kind regards Daniel
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