List of Issues / Enhancements for Hotfix 7514
Dear Users, Following are the list of Enhancements / Issues fixed in the next hotfix 7514. Tentative schedule for the next hotfix will be by next week. Enhancements in this ServicePack : Caching enabled for base and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones. Based on a Configuration in Global Config Table following Performance Enhancements were done: SD-22839: Can be achieved by disabling the Refresh Timer in Request List View page.
Since Daylight saving - SD+ not has Incorrect time stamp on notes
Since daylight savings kicked in we hav had an issue with the time in Servicedesk Plus. When we login we can see the correct time along the banner at the top, however when we add notes the notes are time stamped an hour earlier. We have checked the server and it has the correct time. Can you tell me where the notes are taking their time from? or how to resolve
How are survey ratings and satisfaction levels calculated ?
I have an 11 question survey. 5 choices (1-strongly disagree, 2-disagree, 3-agree, 4-strongly agree, not observed). First survey I answered all questions with 1-strongly disagree. It showed a satisfaction level of 20/100 with a rating of 11.0 Second survey I answered all questions with 3-agree. It showed a satisfaction level of 60/100 with a rating of 33.0 How is the math calculated ??? Ver: 7.5.0 Build: 7505
Enabling Robotechnician
When we go in as Admin, Then select Robotechnician from the Admin tab, there is just a help card. We do have it, however there is no "Enable" button. any ideas? Thanks,
Is there a way to change the sequence of Request ID's
I was wondereing is there a way to change the sequence of Request ID's like adding a starting point number or sequence. Request ID: SD00001
Customize the Requestr's default page
Hi, We have two SDP implementation, one in mother company and it is didcated for ERP support, and one in the subsidiary for other problems/requests, my question is how to add a link in the requester's default page pointing to the SDP of the mother company, if the user wants ERP support.
Reply include name of tech replying...
I noticed we have $Technician and many other variables that we can put in our responses. I was looking to see if there is a way that we can put in the name of the signed in tech who is sending the message. Right now we can do the technician that is assigned the request, but not the person who may be replying to or forwarding on a message that may not be the technician who has been assigned the request. Hope this makes sense. Thanks, Carlos S. Del Castillo
WorkOrder schema
The schema diagram from Reports > New Query Report > Table Schema > Requests > Get does not match what I see if I run a SELECT * FROM WORKORDER query. In particular, the Description is missing from the diagram. Is this a bug?
Urgent Request: Contract Programmer To Import .pst Files As Closed Tickets Using PERL or PHP
Looking for contractor that has previously written a PERL or PHP script to load emails (not contact info) from a .pst (outlook) file into Support Center Plus database. We would like all emails imported as closed tickets for archival purposes. We would also like all emails imported with the date that they were received as the ticket creation date / import date into the system. Please call me if you have PREVIOUSLY done this and are interested in contracting with us on this project. Thanks Jim (972-974-1263)
Query problem
Any tips on what I'm doing wrong here? Table schema is Requests: SELECT CategoryDefinition.Categoryname, WorkOrder.Title, WorkOrder.Description, RequestResolution.Resolution FROM WorkOrder JOIN RequestResolution ON WorkOrder.workorderid=RequestResolution.requestid Workorder JOIN WorkOrderStates ON WorkOrder.workorderid=WorkOrderStates.workorderid WorkOrderStates JOIN CategoryDefinition ON WorkOrderStates.categoryid=CategoryDefinition.categoryid When I run that, I get "java.sql.SQLException: Incorrect
Activated AD Authentication, now no login
Late in the day on Friday, I implemented Active Directory authentication for users. Now, when I try to bring up SDP's Web client, I get a blank page. No logos, no login, no dashboard, nothing. Just white space. Anyway for me to reverse this, or to alter the authentication? I'm sure I got something wrong in that.
Generate Asset Report by User
Good Afternoon, I am looking for a way to generate an Asset Report by Requester. We really like how most of the asset tracking works, but every so often in our company, we print out reports from our Asset Tracking System (now ServiceDesk) to confirm with users that we have the correct information. Here's what I'd like: One report that takes all users that have assets associated to them and compiles them to 1 page per user One report that is a single user and the assets associated to him/herI was
Asset scan detecting removed software
One of our machines had had FrontMotion's Mozilla Firefox Community Edition deployed to it via a group policy, this install was also listed in Add/Remove Programs. This was then uninstalled, also via group policy and disappeared during a successful removal from Add/Remove Programs. However, the SDP asset scan is not seeing the software as removed, it sees no software changes on the machine. Why is it not seeing the removal of the software and how can I correct that?
External e-mail not appending to ticket, creating new
Hello, Moved to 7507, since the move any e-mail response from someone outside our company isn't appending correctly to the original ticket. Instead a new ticket is generated which I am forced to merge with the old. If I respond to a ticket it appends correctly, this only appears to happen for external addresses. During troubleshooting, I noticed the field in Notification Rules where we used to set the format is no longer visible. We were using the standard Req.ID:##$RequestId## format prior
Prevent viewing history for requester
All requesters have the tab "History" by their requests where they can see all changes to requests. ALSO changes to private notes!!! Of corse, private notes are not to be seen by normal requesters. Is there a possibility to simply hiding the tab "History" for non technicians? Mark Flothmann
Identify table / tables that contain fields used in a view.
Hello. I am trying to include the 'is leased' field on a report. However, I am not finding the field in any of the online schemas. Should I be looking somewhere else? If you go to assets...and review an active asset...you should see a yes / no field called / named is leased. Where is this field in the database schema? Thanks, Chuck
Update a request
Hi, Just a question, what is the best way to update a request? I see that you can use the field 'REASON FOR UPDATE" or RESOLUTION E.g.a request is about an error - we want to update the request with saying '.....have changed blabla, please try again' And also with our previous app for helpdesk we had a shortcut to put in auto the date and time we did the update, is this also possible in ServiceDesk? Thnx! Michel
Is it possible to make report based on time passed before first manual Update of incident?
Hello! I have a metric in SLA: 30 minutes for reaction on incident (it can be catigorization, request for new information, status update etc). Could you please help me with such query report? (to know how powerfull are reports in SD+ ) Maybe it is possible to use History tab, like if [1st update action] - [Create action] <= 30 min ==> SLA is not violated It would be really nice to have reports, based on time passed between various actions because SLA often based not only on resolution time. Also
Will 7.6 be on time?
It is that time again that a date has been published for the 7.6 release of SDP. What is the status of this upgrade? Is it currently under testing? Or is this going to be released in normal Adventnet fashion months after? Our renewal is coming up in 2 months and we want to know if after 2 times of not testing and missing release dates you have learned... Please respond asap.
Response/Created/Closed Time Report
Dear Help, The following MSSQL statement below produces report 1. We would like it amended to produce report 2 please. It’s important however that the ‘Responded Date’ is not the automatic generated response from the application. It has to be a note or work log entry from a technician. Thanks for looking, Stef SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') "Created Time",dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') "Completed Time",dateadd(s,wo.RESPONDEDTIME/1000,'01-01-1970')
All workstations showing as "associated" for all requesters
Hi, I am currently working through the initial set up of SD+ (7.5.0) for our company; I have imported all sites, requesters and workstations and am now working on the relationships. When I associate ONE workstation with a user it does the job (if I log in as that user, that is the only workstation they can choose for their asset); however, if I go back to the requester to change the associated workstation, I can see ALL assets showing as associated. Is this a known bug or am I doing something wrong?
global view limited to showing only 7 techs
Is global view on the home page limited to showing only 7 techs? After that I get a row called others and of course the unassigned row.
Replying to a Request
Hello, Is there a way to have Service Desk automatically reply a resolution to the requester, Rather then opening the reply and separately copying and pasting it in? Purpose: looking to be able to work a ticket, choose a resolution (one that contains a script) then have it already be entered to a reply field, close the request, which will auto reply the selected script (resolution). Thanks,
Parent to Child ticket relationship
The ability to create a Parent ticket and have sub tickets relating to it. As well as all worklog entries roll up to the master ticket so you can see the impact on a total project or issues.
Request Reporting on Additional Fields
We have added an additional field to our request template and it gets populated for every request. When in reporting we are unable to see the additional field and are unable to report on it. How can we report on the additional field? Thanks, Chris
Creating custom query to find all software installed on all workstation
Is there any way to create a report to show all software (with updates and servicepacks for Microsoft products) installed on all workstations in servicedesk in this format: hostname1,software1 hostname1, software2 hostname2, software1 hostname2, software3 ......... ?
De-Activating Quick Request section or making fields mandatory in the Quick Request Section
Is the above possible , issue lies if a technician raises a request
Example page for handling API Callback
Hello, I am having difficulty in understanding exactly how to deal with the XML Callback which is generated by the API. Could someone please post an example of the best way to deal with this information so that I can create a response page which is meaningful to our users? Regards, Grant
Closing a job from the resolution page
Service desk plus 7.5.0 Build 7513 We have a rule that requires a technician to be assigned to a job before it is closed. When closing a job normally, we get a pop up box to notify us if no technician is assigned. If we close a job from the resolution tab by using the drop down box at the bottom of the page, it will save the resolution text, but the job doesn't get closed - but there is no popup to inform you of the rule, or the failure to close the job.
How to fix time in ServiceDesk Plus
How to fix time in ServiceDesk Plus When I send an email to reply of an email it is in AEST and Not AEDT. so states 2pm when it should be 3pm. James.
$Requestlink in 'Acknowledge Requester by Email ... '
Hi all, Once someone created a request and receive the confirmation mail and he clicks on the $RequestLink it's pointing to http://ddd Btw, it is showing the correct link only when you click on it it try to open http://ddd Anyone ideas? Thnx in advance!
AUTOMATIC CASE ROUTING (AUTO ASSIGN)
How do I set this up? I want the request to distribute automatically/randomly to technicians as they come in. I have read that this is a feature in SDP, but I cant get it to work. Any help would be greatly appreciated.
How do I change an asset from a workstation to a server?
How do I change an asset from a workstation to a server? I can't find a way to modify the resource. Thanks! Pat
Changing requester
Hi, Is it possible to change the requester associated with a request? For example, request is created on behalf of the user but the wrong user is selected. Thanks.
scanning of virtual hosts
hi i had a proliant dl380 g3 which i used as an old file server and service desk 7509 correctly scanned it as a windows machine. i have now rebuild the server as an esxi 3.5 host (vmware) and i have changed the hostname of the server and i have 2 questions with regards to scanning 1) the device is still showing as a windows device, can this be changed 2) is it possible to scan vmware (or other virtual hosts machines) with service desk plus?, i do not have telnet or ssh enabled on thos host machines,
Updating requesters via .csv file
We want to update our user's location field in ServiceDesk to align with what is in AD. We do not want ServiceDesk to break the different locations into seperate sites. I did an extract of the AD information to a CSV file, but when I go to import it, it wants me to point the login id and password fields to a column. We use AD for authentication so I don't want to overwrite that info. Any suggestions on how I can do this? Ideally, I would love to make ServiceDesk sync to the AD office field without
interactive report
Is there a way to have teh en-user input a specific parameter into a query so as to get a report. It's like an interactive report, generic and then the user will just type in the specific asset they want to know about and then the report will run. Kieron
The case replied message under description is missing.
As topic. Your SDP Version : 7.5.0 Build 7507 Latest Version : 7.5.0 Build 7513 [Details]
webinterface errors in safari
SD+ webinterface errors in safari (browser warnings, some positioning errors) but if changed useragent to firefox – all s ok
Update from 7.5.0.8 to 7.5.0.13
When updating I got an error : Anyone a solution? Mark Flothmann
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