Unable to link multiple changes to a single request
Hello Support Team, Is it possible to have mutiple changes linked to a single request? Currently, SD+ doesn’t allow me to do this… Your feedback please. Thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point
Unable to edit Custom Reports due to error message
Hello Support Team, Please could you assist us with this problem. Details you can find below: We would appreciate a quick pickup and response from you. Please find my contact details in my signature below. Preferred contact method is telephone. Awaiting your swift response, thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point Shell Asset Management Company B.V. Group#: +31 (0)70 3199 215 Direct#: +31 (0)70 3199 355 The registered office of
reoccurring problem with login window
we are running the 7.5 version of ServiceDesk plus at our office. Occassionally, in the mornings before any of the employees have logged in, all the service desk login pages do not show the network selection dropdown menu, and therefore none of the users can log in. not even the administrator accounts on the local authentication. At this point we need to shut down the serivce desk system from the server and reboot it. after that, it usually works. but its still nuisance to have to deal with. we believe
Rename Site?
If I rename a 'Site' (I currently only have one), will everything associated with the site's old name automatically follow, and still remain associated with the same site with its new name?
Email problems with ssl
I have a problem with the email, When I try to download mail from the mailbox will not let me I look in the log an error and gives me license not solve, please HELP here is my log [12:48:22:721]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: portid : 4| [12:48:22:877]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: protocol : pop3s| [12:48:22:908]|[06-19-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: tlsenabled : false|
Problems with import from Asset Explorer
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
V7.5 - Distributed Asset Scan Agent
Don't seem to be able to track down the download for the agent for scanning machines not on the network. Anyone point me in the right direction please - I asked during the Beta and got answer "The Distributed Asset Scan will be a seperate download as in AssetExplorer. And as of now this feature is not completely implemented and tested. We will let you know once it is through." Not heard anything about it since and now 7.5 is out I sort of thought it would be 'obvious' Andy
7.5 - Asset Explorer Install
I may just be completely missing this, but it says install asset explorer at a site to have remote updates of assets. Where is the install of this? Is there any documentation on how this is integrated into SDP 7.5? Or is this feature not fully enabled yet since it is in beta?
Moving SQL 2005 database to Another Server - ERROR - HELP!
Question - have recently moved Servicedesk Plus to another server - no problems.... tried moving the SQL 2005 database from one server to another (using the SQL copy gui for the database and log files) - database moved across OK. When I run the change Database file and enter the details of the new location the TEST button works fine but when I go to SAVE I get the following error You cannot configure this database server because the database server is compatible to build 7509 and now you are installed
resource state
Is it possible to assign User/Department to "In Store" or custom created resource states? Currently, I can only see a way of assigning user/department to "In Use" state. However, I need to be able to assign them to "In Store" assets as well as custom resource states. Thanks, Justin
Standard Change Type
We do not want any of our changes to be pre-approved. How do we remove the "Standard" change type from the list of selectable change types?
Apply Business Rules on Chanmge
Hi, I'm currently evaluating ServiceDesk Plus for the company I'm working for. Yesterday I tried to automate some work flow with help of business rules. But as the description says they are just applied to new request. I thought I tested that before and was able to create working business rules, that react on changes to a ticket. But I'm not 100% sure anymore. Is it possible? Is there a way to apply business rules to existing tickets, when they change (for example the priority)? Thanks Markus
"Email" field on Requester Login Page
Placing "Email" field when Requester is logging in Requests. ##########Example: Some groups, which is having several Users; but the Managers require only 1 User Login ID. ****Given: Accounts Group = 5 Users (user1, user2, user3, user4, user5) Accounts Login ID = accounts Registered Email ID = accountsmanager@domain.com Requirement/Details: If User1 (user1@domain.com), registers ticket; the Notification Email will be sent to user1@domain.com and not to accountsmanager@domain.com. By placing the "Email"
Embedded images from email not appearing in description
We moved the email address for servicedesk to Exchange 2007. Now, when emails arrive the tickets are created, but any images that were embedded in the message show up as attachents instead of being in the description of the ticket. I confirmed this behavior with Outlook 2003 and Outlook 2007. (Requester name was removed from the image by me) Having these images embed properly is fairly important feature for us - I would be interested if this can be confirmed by anyone, or if I just have something
Easier to import ae_scan files...
Some times I go to a job site (these can last for a few months to over a year) and I will run ae_scan on the systems there to have an updated "scan" of that system. Now there can be several of these files, especially if I visit multiple sites. When I get back and want to add them, I have to add them one at a time. Is there an easier method or can an way be programmed to import several at a time.
AD Import
Hi Is there any way to import ”street” from active directory to my requesters in SD+? In AD-Import i can´t choose alternitve. It is importent for me ho have that information. I hope someone can help me //Erik
Please include SITEID as a filter in ALL report types
In the current inclination it is impossible to pull up a report on time spent tickets by site unless you manually create a query which means you lose the grouping and summary options. Please include SITE in ALL reports. Thanks!
Software Assets Issue
Hi, Just wondering if there is a way to get the assets, mainly the software group, up to date? We where doing an audit and noticed a large portion, of the 1550 detected software on the network, did not exist on a machine or on the network anymore. Yet it stil appears under software asset? I can see no button to perform a 'new scan' or 'clean out expired items'. Please let me know if i have to go through these thousands of items and manually delete the ones that arnt actually installed anymore. Im
Is there a way to edit flash reports?
I have managers that would like to be able to add/remove fields from the flash reports, is this possible?
Who can log calls via an external mail address?
Hi all, newbie here, I logging a call via my gmail account to our Servicedeskplus application at work. The call was logged and a new requestor was added with my name and gmail email address. This concerns me as it means we could get spammed with bogus requests via an external email address. I am interested in the rules governing if an external email to the servicedesk email adress will result in a request being logged. In my case I believe the call was logged because my name in Active Directory matches
Schedule AD import not working
Hi I have my schedule AD import set up for once every day but this is not working. Some new users created some time ago have not been imported. Thanks
Confirmation of request
Is there a way to resend the confirmation that the users gets once his request is received by Service Desk?
General Question
What causes a Change Request to be "Approved by System?"
Adding / Closing tickets is very slow
Hello, We are finding that lately our Service Desk is running quite slowly (Version : 7.5.0 Build 7508) Adding a contact or in particular closing one takes 5-20 seconds where it used to take 1 perhaps 2. We are wondering if there is some kind of maintenance or optimization that we should be running on mySQL or alternately if we should migrate the database to one of our SQL 2005 servers. The server that houses the helpdesk is a reasonable (if single core) machine but it does have plenty of hardrive
Groups/Sites Problem
When I first got this thing (SDP) going, I created a site. Then, when I created groups just now, I placed them into the site which I created earlier. However, when someone now goes to create a request, neither of these two groups show up in the groups drop-down list. How can I change it so that everything is operating within the same site (the site which I created)?
External Vendor gets blank screen after login
We are on 7015. AD pass-through works for all users belonging to our domain. We have several contractors which need to remotely access our ticketing system. They have accounts in our AD, but are working externally on their own machines belonging to their own domain. When they VPN and attempt to logon, they are entering our domain credential into the logon screen and are then getting a blank screen. Domain users have had no issue logging on through VPN. I've seen many posts with hints and tips for
How can I view task history?
Currently, to my surprise, Tasks for a Change do not get logged into the History tab. Is there an easy query to view the history of tasks? I am interested to view whether the time/activity logged within the task is reflective of the actual time that the activity in the task was recorded. Future feature: Add task history to the History tab.
modify owner of resources from mysql
Hello, I import about 5000 new resources (not it, asset) to service desk 7.5.0 Build 7509 from csv files. I have about 2000 users from AD in service desk. I want to assign that users to resources. I have in excel columns resourceownerid, resourceid,userid,deptid from service desk database. I try to import new table (import) to sevice desk database. and run query like: update resources, import set resources.RESOURCESTATEID = 2 where resources.RESOURCEID = import.RESOURCEID insert INTO resourceowner
Linux Push Script
Quick question. I was poking around and unable to find anything very easily. I was curious if anyone has previously looked into writing a script that would push information from a linux host much like the ae_script pushes information from a Windows based box. Anyone write one? or is there possibly one in the works?
Has anyone written reports to compare ServiceDesk Plus CMDB info with AD/IIS and other tools?
I am using a number of tools that need to know about assets on the network including but not limited to AD/IIS, SolarWinds NCM & NPM, and IDS/IDP tools. We have most of our assets in SDP (routers, switches, workstations, servers, etc) and I want to follow good ITIL practice and use the SD CMDB as the authoritative source of data for all of the other tools. Doing this initially requires extracting the asset information from the CMDB to compare against the data in AD/IIS and the list of monitored
SD+ Scheduled Scanning
How can I make sure that the audit settings for scheduled scans will include all domains? Some of our servers are on a different domain and I want them to be included with the "workstation scan." Thank you, Justin
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
ServiceDesk Java High CPU utilization
When DB is MS SQL - Java.exe utilize about 70-100% of CPU. Switch back to MySQL turns a normal CPU utilization - 1-5%. It is a feature by default? I tried it on different OS (WinXP, W2k3 Standard, Enterprise) and is always the same. I want to use MS SQL but I don't like such a high CPU usage.
Can we run multiple MS SQL Server instances on the same DB server
We are currently running two instances of ServiceDesk Plus, one in MS SQL Server and one in MySQL. We want to convert the MySQL to MS SQL Server and run it on the same DB server. Can we just setup the database instance with a different name (other instance DB name is servicedesk)?
Backup sticks at 50%
Trying to run a manual DB backup using "backupdata.bat" - Job starts then stops at 50%, java.exe then goes through the roof at 99% CPU.
ServiceDesk Plus TCP/IP port number
My IT would like to configuration Firewall rule for ServiceDesk plus software. Which port number need to open for client to access ServiceDesk Plus server. Thank you
Old hyperlink showing up in notifications
I changed the path to the SDP portal, and then went into all of the notification templates and changed the hyperlinks to make sure they point to the correct place. However, it is still sometimes putting the old link in there (which goes nowhere now; causing the user to contact me about the link). What's up with that?
How are IT Assets calculated?
How are Assets tracked by the asset cap for your SD+ purchases. Currently we are allowed to have 250 assets max. We are receiving errors saying we can't add any more assets because we are at our limit, however, under assets view it says we have a total of 252 assets: IT Assets Workstations 80 Printers 3 Routers 2 Servers 70 Others 97 How then, are the 250 assets calculated? Is it just the first 250 names that are listed under "IT Assets?"
license renewal !!!!
what is the difference between perpetual license and annual license? What will happen once the annual license expired and forgot to renew? The system will stop running or something else? Thanks a lot for your answer in advance.
To create a survey with different questions and different level of satisfaction
In a same survey, I would like add two questions with a different level satisfaction. Question 1 ? Answer YES or NO Question 2 ? Answer Satisfied / Not Satisfied / ...... Could you help me ? Thanks in advance Robert
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