Editing Bug when you want to change a report ???
Hi All! Some Settings dissapear when i want to edit an existing report. I do the following: 1 ) Go to "Reports" 2.)Open an existing Report (i.e. "All Calls from creation Date") 3) Use the "Edit" Button Now you see "Step 1 ", "Step 2" and so on where you can edit it. Change something and start the Report 4.) Now klick "Edit" again. 5.) For 1 second 1 see "Step 1 ", "Step 2" and so on....and then it is gone...i cant see or edit anything....??? I have to close it and open the report again and
mail fetch stops working
we've been only using the mailfetch for a week now, but over the weekend it stopped fetching email. mail server = exchange 2003 protocol = pop SDP = 7604 I've tried stopping and starting from within SDP, no luck Tried restarting POP-service on exchange, no luck Tried logging in to the account using webmail works fine and there are 3 mails waiting to be parsed. Telnet into pop account from SDP server works fine. Log-view shows no errors. I have attached support logs
ServiceDesk Request Via Email
If for some reason the email functionality cannot be used in ServiceDesk, would it be possible to manually attach an email to a request or does it have to be automatic through SD? In a worst-case scenario, we could save emails as html files and attach these to requests, although a better method of attaching emails to requests would be more desirable. -Justin
SQL query for report - need help
Q1.How can I do query for datetime period from last Thursday 07:00 to now? Its for WorkOrder.CREATEDTIME. I want paste that to my query. Q2.What mean <from_lastweek> - <to_lastweek>?From what weekday begin week? Like I understand its from Monday 00:00 on last week and this week. Or from Sunday?
JVM exited unexpectedly
Dear, I just downloaded Service Desk Plus and Installed it. After finish installing, the Service Desk Plus can't run. It just stuck in the "Loading Database Modules", and then it will start over and running a loop. I used Windows XP Profesional SP 2 and choose Enterprise Edition when installing, and also choose to use MSSQL as the database cause I already have an existing SQL Server 2000 in my computer. I stumbled across a file that looks like a log file.. wrapper.txt inside the bin folder STATUS
Java OutofMemoryError Crash
Running 7.5.14 on Windows 2003 Server. Getting a Java OutofMemory error that crashed Service Desk yesterday. Want to avoid it in the future - is there a supported method of increasing the heap size? [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[63]|: Low Memory detected: Thread: Thread[Thread-1,5,main] Exception:: java.lang.OutOfMemoryError: Java heap space [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[26]|: [JBOSS] Engine: StandardWrapperValve[action]: Servlet.service() for servlet action threw exceptionjava.lang.OutOfMemoryError:
Favicon
How do I change the favicon for IE browser tabs, etc.? I would like to use my own custom icon as opposed to the default SD icon. I have created a favicon.ico file and placed it where I thought it should go but it hasn't worked so far. This is very helpful for branding.
Email details in notifications
Is there a way to include the email reply in the notification email? For example, it is almost useless to get an email notifying me that someone has replied to a request when it won't include the content of the email. Rather it just says someone has replied to the ticket and it shows me the ticket details but not what the requester replied with. Often I'm not able to get into the help desk right away and I would like for the notification email to include the content that the requester supplied.
Can't access mobile site using Windows Mobile 6.5
I have a Windows Moible 6.5 device and am unable to access the mobile site for ServiceDesk Plus. I don't even get a login screen. I know the site is availalbe as I can access it from my computer from home but when I put that same URL into my phone browser it fails and tells me the site timed out. Is the port the same for the mobile site in the latest build, 7602 for mobile clients? I am entering http://servername:port/mc. It works on my PC but not my phone. Thanks.
IIS not working after install.
I installed SD+ and now the websites I have had running over IIS are not accessible over the internet. The requests just timeout. Does anyone happen to know why this would be happening?
Scan network for switches and routers
Hello. I'm trying to add my switches to assets list, but when I add network, for example, 172.17.0.0 - 172.17.0.255 and specify snmp community (RO or RW) I'm getting an error "General failure while scanning node." for every switch, router or access point while scannig the network. Any ideas? thanks
When closing/resolving Jobs SD sends a new job notification.
7604 This only happens to one technician and if you check the servicedesk there is not a new job listed but the request ID's have incremented. Also the 'send email on closing to tech' notification is NOT ticked. Thanks
Site problems
hello, could you please tell me what does this error mean? Error Code - 1,268,730,590,655
Customising requestor forms
I'm currently evaluating the Enterprise version ServiceDesk Plus. One of the reasons I opted to evaluate it was because of the ease of creating custom forms. I have found 2 issues I cannot resolve. Adding a check box to the technician's form. The only boxes I can find to add are a text, numeric or date field. No checkbox. I can't seem to add any controls to a requestor form. I'm probabl;y missing something, but can't see what. (I should add that I'm evaluating 5 others. SDP is top of the list
Notify assigned technician when assignment as been changed to another tech.
Can this be done. We are having issues when the 1st assigned tech responds to the initial email notification, only to find that the request has been reassigned. In some cases this lack of change notification has caused duplication of effort by both the original and reassigned tech. Please advise.
upgrade from 7022 to 75(09)
hi i have finally decided to upgrade my 7022 installation (works great now after all the teething problems i had with the upgrade from version 6 to 7) yesterday i made a snapshot of my VM (so am able to go back to before upgrade) i run the updatemanager.bat file and it comes up and i point it to the 7022 to 7.5 upgrade file from the adventnet website (which i have downloaded) the update starts and it tells me it is going to make a backup and i can see that the backup folder is being populated with
How to add my domain controller
I cannot add my domain controller servicedesk plus
Receive notifications automatically of software installed on machines
In SD+ is there a way to configure an email notification when a software is installed on a computer? Thanks J
Default Request
We've just noticed that the Vendor field in the default request form is defaulting to one of our vendors. When I try to change this in the default request in Admin, it keeps reverting back to the vendor. I am logged in as Administrator when trying to make the change
Personalized Signature
When I add a personalized signature in SD+, my signature is applied to the very bottom of every conversation thread. Why isn't the signature applied to the top of each thread, with the cursor placed just above that... like any normal email application? Thanks- Marc
Chang PO To PR
Is it possible to change the Purchase Oder title to Purchase Requisition? My accounting department would rather it said PR.
Unassinged requests and updates from users.
Hello, When a new request is submitted to SDP I have a list of users who get notified. At that time generally the ticket is assigned and any updates are sent to the specifically assigned technician. If the ticket gets an update before it is assigned no notification is sent to anybody. Can un-assigned tickets that receive updates from users send the update to a list of users the same way new tickets generate a automatic e-mail? I know the icon turns red but as a manager with a blackberry I would like
Using Templates from email notification
How can I ensure a specific template is used when issues are logged from a particular email address
how to create a testing sever for the upgrade testing
how to create a testing sever for the upgrade testing? Thanks Hassan
Other Asset Reports
I want to be able to report on my other assets besides workstations and servers. For example, I have 15 switches with Serial Numbers, warranty information, IP information and location that I'd like to report on or at least export.
Make software reports more useful
Currently software reports are less than useful because they generate large amounts of duplicate information, such as listing the publisher for a piece of software which has 500 entries. At the same time, useful unique information such as which workstation is this software on and who owns the asset, are not available. I propose that information which allows the identification of location and owner be made available to software reports.
Additinal search capabilities: Notes, Conversations, and Boolean operators
Add ability to search Conversations and Notes. Add Boolean operators (AND and OR) to Search capabilities. As a helpdesk system, I need to be able to search any field in the database simply, not through an SQL query. When I search for "Excel", I want any request that has "Excel" in the title, description, notes, conversation, or resolution. I also want it case-insensitive, so that it finds "excel" and "EXCEL" and "ExcEL". I want the option of searching for multiple keywords, such as "Excel"
Search in request notes
Service Desk currently does not search through request notes or the time spent description fields.. This is very important for us as we need to find requests by using this method. regards - glen
search function for solutions
hello we are evaluating the SD tool for our heldpdesk. so far we would say it is a great tool! but we have also a smal (hope so) problem. we have now entered some solutions but we can't find all of them with the search function. If we browse the solutionsDB we can find them but they do not show up with the search engine! we tried with keywords and just som words out from the text. can someone help us - maybe, had someone expirieced the same problem?
Search the Resolution area
Is there any way to search on the Resolution? If yes, how? If not, we need to get our Solutions database up and running. Our old helpdesk software did not have a solution area, which means we have no solutions. Can solutions be imported from a file (like requests)? If yes, please advise what I need to do along with the import file layout. Thanks, Joel
Add list of pre-approved changes
Hi I'm new to ServiceDesk Plus and am trying to set up a list of pre-approved changes in the system for people to pick from... Will I have to set these up as Request Templates and have people log service requests then pick one or is there another way? Many thanks Steph..
How to install 2 Services Desk Plus Application in to one server?
Hi, Currently I want to separate SDP in to 2 systems with difference data and structure. I tried to install another SDP in same server that currently running, but it always ask for uninstall the currently running. Do you have any solution for this issue? Regards, SOPHAL
Parameter reports
Hi, is there any way i can produce a report with a parameter query. I have produced this report from the time spent module and would like to let the user select a time period i.e. date from - to SELECT ti.FIRST_NAME "Assigned Technician",wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Assigned Technician",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",pd.PRIORITYNAME "Priority",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME)
Duplicated workstation/server entries appear in unassigned licenses
Have added software MS Exchange and the number of licenses we have purchased. However, there are duplication entries for workstations/servers in unlicensed installations. This is causing us to look as if we are out of compliance. Any ideas?
requester notification via e-mail only when mode e-mail
How I can send e-mail notification only requester that create request via e-mail and don't send email notification to other requester (telephone and other)
Business Rules - an explanation please
With the new multi layered and cascading Business Rules we are finding that what was working fine no longer works in the same way. We thought that after some support from the SD+ team that we understood what was now happening but it doesn't appear to be so. We use Business Rules (at the moment) only for filtering incoming emails and we had about 15 Business Rules that worked like a conveyor belt, i.e. each time an email found a match/fit within a rule it was handled accordingly and nothing further
Enhanced information about pending replies on requests
Can you look at enhancing the requests page so we can see the number of replies that are on a ticket since the last outbound communication. So 1 green, 1 red, 1 Green , 2 red would result in a (2) next to the red evelope on the request list screen. Also with that the AGE of the reply against the last outbound. Guess date and time is easiest to show here ( as anything else becomes subjective for everyone - minutes , hrs, days etc some would find minutes important , others a few days don't matter )
Closing Notifications for Groups
How I can send notifications to all members of a group when closing a ticket?. I'm testing the 7507 version. Actually this notifications are only for requesters. Regards, Pablo.
Purchase Orders = Assets
When completing a Purchase Order you can receive items when they arrive. Is there a way to NOT allow the system to enter those items into Inventory/Assets? We are starting to really fill up our Assets with junk that we have no intention of tracking. I know I can go in after receiving the items and just delete them but I would rather have the option to just not have them go into Assets at all. Is this possible???
Problems with upgrade from 7514 to 7600
Problems with upgrade from 7514 to 7600, after completion of the backup procedure of the tool updatemanager abort the installation, following in the notes on the error log.
Next Page