How many clients
Hello, ServiceDesk Plus Standard Edition (free version). I need the incident management feature the most. Could you please advise whether I can still use free version of the software when there are up to 60 employees in my company? Thank you. Regards, Marcin
Exception while trying to send notification to the request
Hi All, We seem to be getting a large number of entries in the system log of the following "Exception while trying to send notification to the request" Does anyone know how to troubleshoot this issue or if in fact it is actually an issue? Cheers Brett
Display cc'd email addresses
Emails sent in to update a call in SD+ with a cc'd email address, do not display the cc'd address in teh call history. Can this please be addressed? James Gander Gander Service Management IT Operations and Service Management Consultancy
Requestor Fields and Template Customization
I am able to modify and customize the Incident Fields. I am not able to do this with the requestor fields. What am I missing, or is this field not turned on?
How to delete archive data
Hi, I want to remove all the Archive Dara each created through Service Desk Plus. I referred to the instalaltion directory--> archive and removed all the archive data but they are still in the archived data list in the service desk how can I remove them completely ? Regards
Merged Request - Requester Permissions to View
Hi Support, I have had an issue arise where a two requests with different requesters have been merged. When the requester of the 'Child' request tries to access this request via the Self Service Portal, they receive a message stating that they do not have permission to view this request. I have manage to find a similar issue on this forum where you replied the following, however as this reply is over 2 years old, I was wondering whether this issue has been fixed? Hi user, This request makes
Preventive Maintenance Tasks
Would it be possible to allow regular technicians to have acess to the Preventive Maintenance Tasks section without having to give them the SDAdmin role?
Add Field
can i add the Field Select Approvers in the incident templates as i added it successfully in the Service Catalog? Best Regrds
Windows authentication prompt appearing when opening SDP webpage
Hi guys, I'm very new to ServiceDesk Plus and have been asked to take a look at an issue that we are having whilst the standard support guy is away. As such consider that I have little to no experience with ServiceDesk Plus. An issue started last week which prompts the user with a Windows username and password box when trying to get to the Service Desk Plus website. Once the user has authenticated (3 times), or if the user clicks Cancel, it progresses to the ServiceDesk Plus website which signs
Close Notification
Is there a way to exclude a close notification from being sent from a specific support group?
Remote Control fit
Hi guys, i don't know if it's a bug, sometimes when i use remote control the desktop isn't correctly resized or the fonts and icons are too large. Often this problem makes remote session unusable. Is it possibile to fit the remote desktop to my desktop resolution? And How Can I do it? I use SDP on IT360 system. Regards Stefano
Search not returning results
I am struggling to get the search facility for assets to work any longer. We used to be able to type a persons name into teh search box or part of thier name and as long as choose ASSET or WORKSTATION we got back the items assigned to them. With recent releases this functionality appears to have been failing more often than working and now with 8114 I am struggling to get any items returned. For instance if an Item is assigned to Peter.Smith i used to be able to type in pete and get back all
Further explanation needed for Waiting Update
Would someone please elaborate on the purpose of the Waiting Update heading on the requestor home screen? I read in the online documentation but it doesnt quite explain how a requestor becomes an editor. How is the Waiting Update lise populated? What is done on the technician side to put a request in the status of Waiting Update? Why would this happen? If a technician had a question, wouldnt they just "reply" to the requestor from the requests itself? Thanks
Need your input: SDP 8100 best practices
Hello, I am in the process of planning our implementation of SDP 8100 from 8027. I would like to get your input on how you've handled things like implementing the Service Catalog, keeping service requests and incidents separate or not, utilizing the different request service categories, etc. Any input is greatly appreciated. For example, here is the direction we are heading. I would like to know that you think. We will be implementing the service catalog for the first time. Basically, each category
Error while importing users in LDAP for SDP 8.0
Hi, I have more than 4000 users when LDAP import to the SPD fails time out does not import although still connect to the LDAP javax.naming.CommunicationException: connection closed [Root exception is java.io.IOException: connection closed]; remaining name 'ou=People,dc=tht,dc=com' [16:18:33:218]|[10-05-2012]|[SYSOUT]|[INFO]|[24]|: here inside Login.jsp---->| [16:18:33:218]|[10-05-2012]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[24]|: generateNTLMV2Script HttpServletRequest--->http://localhost/ErrorLogListView.do|
Ticket duplication and requester notification
Hi guys, I've a question for ticket duplication. I've a ticket created by requester R1 assigned to group G1 and technician T1. I duplicated it and i did some tests. I found that if i change the requester the system doesn't send the mail notification. I searched in notification rules and i didn't found related option. After duplication and requester change: if I change group or technician the notification mail was correctly sent if I don't change group or technician the notification mail wasn't sent
TESTING WITH TICKETS
Hi Guys, I would just like to ask a quick question. I've been assigned to take charge of service desk in our team. From time to time, I would be creating test tickets, and as much as possible I would like to limit the recipients for the notification mail when creating test tickets.Is there any way to to this without affecting all the recipients from receiving the notification mails.
MYSQL to SQL 2008 Login Issue
Just finished training and or Network Admin created a SQL 2008 install. backed up data, chgdbserver to SQL, restoredata... everything seem to go well. now unable to log on to Service Desk. Not even the admin user/pw works. What do I need to do to resolve issue.
historical data
Where can I find Historical Data/Reports in SD+? Thanks, SA
Drop Down Menu Bug
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue.
Failure: Site with same name already exists
Hi, Am trying to add the sites with same name however inside different regions, also I need to add same name departments inside different sites. Please help me in this regards as i have an assignment, Abdul Majeed
Drop Down CSS Error
This is something that should be fixed. When using Solutions "Browse By Topics", the drop down cannot fully be seen. Please see attached. Perhaps this is a known issue as it appears the button overlaps the dropdown menu. Someone replied to this in another post I did, without looking at the attached. Please review the attached.
Custom Report for incident with problem
Dear Support, How can i get the custom report for incident with problem for march 2011. regards, Ashraf.
Assiging service request to different tech groups
Hi, we currently have a problem were we want to redirect service requests to techinician groups in different countries. The problem is when a 2 user from different countries send the same service request. How can we send the request to techGroupBrazil if the requester is from brazil or to techGroupMexico if it the requester is from mexico. Kind Regards, JUlian
View requests of other users
Hi, I want to give some users the ability to view/modify requests of other users within the same group. I know I can do this by putting users in the same department and enabling the option: "Requester allowed to view: Show al their departments requests". This howewer does not work for us as some users are part of more than one department. I tried creating a user group, which has potential, but there's no option to link that group to the "Requester allowed to view" option. Is there another
Multiple AD authentication requests
Hello ServiceDesk Plus users, We have come across a perplexing problem which the support team is working on, but I wanted to ask if anyone one else has seen this happen. When a user/technician logs on, SDP is sending multiple authentication requests to AD. The number of requests is random - we've seen as many as 37. If an incorrect password is entered, the user is immediately locked out because the application sends the incorrect credentials enough times to exceed our limit. The multiple logons show
Data Restore Problems! Data truncation error when restore attempted.
************************************************************* Backpup data : Sun Oct 25 23:45:04 MST 2009 Database name : servicedesk Total Tables : 851 DB - Server : mssql Build Number : 7508 ************************************************************* Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Oct 27, 2009 2:28:15 PM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData
48 Hour Notification Of Inactivity
Is it possible to create something within ServiceDesk that will alert a technician or a group that an incident request has not been active/looked at for 48 hours?
character_connection MySQL variable
mysql> show variables like 'collation%'; +----------------------+-------------------+ | Variable_name | Value | +----------------------+-------------------+ | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci | | collation_server | utf8_general_ci | +----------------------+-------------------+Is there a reason why this is latin1_swedish_ci? Can I change this to utf8_general_ci like the others? I'm trying to run a query that does a union
How to get all requests via API?
How to get all requests assigned to someone via API? eg) operation='GetAllRequests'&username=john Return all John's requests to see the history.
A question about email command
Hello I am trying the function of email command, and i want to set the field of requester's email. Does anyone know which name of this field is correct to set the value?
Issue with emails to multiple groups
I have several groups on Servicedesk which are included on a new email request by a user. However, everytime when a certain group is included the incudent never gets created for that group. For example I have groups, A, B and C. New request emailed to group A - gets created OK. New request emailed to groups B and C (both included as recipitent on the email) - request gets created twice, one in each group OK. New request emailed to groups A, B and C (all included as recipitent on the email)
View Requests by Requester
When selecting "View Requests by Requesters," the only thing you can do from the window that pops up is preview tickets from that user. Can we please have some way of opening the full ticket from this window? Thanks
Problem with asset page
Hi We have a problem that when we try to open the asset page it just loads, nothing happens even if you wait a very long time. We can still access the assets by searching for a asset but the InventoryHome.do we cant access. This problem as been escalating, when we started to get it was not very often and some technicians could open it and some could not. Now no one can open InventoryHome.do page. We are running v8110 on win2k8r2 with sql 2008 Any ides on what can be wrong? Best regards Peter Samuelsson
Notification Rules - Assigned by Request Mode
Hi, Is there any way that you can create a new notification rule, which will depend on the request mode? We currently have a a number of SLA's which are different if a phone call is logged to a email logged, which require a different notification to be sent automatically when the request is logged. Thanks
Change catagory/ subcatagory
Where are the relationships defined? When I select a change on a switch category I can not see any subcategories or items to select? -Dan
Migration has not started as Data is Improper - Service Desk Plus
Hey all I am trying to upgrade from version 8.0.0 Build 8027 to Build 8100 so I can then upgrade to 8114. After shutting down service desk and trying to apply the update I get the error - see attached screen shot. Any ideas?
Is there an XSD available to validate audit xml files
I have a workstation report in proprietary XML format that I wish to somehow import into SDP. Using XSLT I am transforming the proprietary XML into what I think the XML format of SDP's stand alone workstation audit is. The XSD I am using is generated from an XML Editor, using a sample stand alone workstation audit I generated via ae_scan.vbs. Because I don't know exactly what format my XML needs to be transformed into, I am having difficulties importing my transformed XML into SDP. The sysout log
clear formatting button
Gents, Can you please add 'Clear Formatting' button in the text Editor in all edit forms ? It's similar as in the Microsoft Office 2007/2010. I see very very very often a bad formatting text after copy-paste. Different font sizes, colors, etc. It's really annoyed. Thanks
Consider Notes Addition as First Response - Option not presented
Just upgraded from 8107 to 8114 and encountered the new feature ( not sure which release provided it ) that a prompt for "Consider Notes Addition as First Response" is available when adding a note against a request when the request is open. So If have request open and from ACTIONS option choose ADD NOTES and there are no responses against the request the prompt is shown at the bottom of teh add notes page. However if that same request is viewed from the Request list - My Open or Unassigned for
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