Asset - Remote Desktop
Currently remote desktop does not work well with our setup. We have 32 seperate sites that do not pass the FQDN from site to site. Thus, when we try to use remote desktop it attempts to connect via the FQDN, which makes sense, however it doesnt work for us. If we plug the IP address in, assuming it hasnt changed since the last asset import it works wonderfully. I was curious if there is a way to fix this and/or when the asset scan client becomes available in 7.6 (or 8, which ever it is) will remote
Report for All Assets
How can I get a report of all assets including Asset Components?
Need Software list Vs. Workstation report
Hello, I am using SDP Version: 7.5.0 Build 7509 I want Report template for Softwares list installed on each Workstation. Amit
License Renewal
How does one find out what type of license they have? We are currently using Servicedesk Plus and we are getting a warning the the license is about to expire. What happens if we don't renew the license?
Service Desk Export
Can anyone tell me if it's possible to export all the information in Service Desk? I'd like to be able to pull out current and closed tickets, as well as solutions, files, etc. and set to another server.
Assistance with Reports
hello, can I kindly request some assistance with some reports, its obvious to me these reports would be impossible to produce as a 1 click solution without using a query. I need a report to: 1. display the level of requests (Eg) the level of open un-resolved, newly opened, and closed requests over a month period. 2. Mean time to respond (Eg) Average request response times on a previous month basis based on (initial email response) 3. Mean time to resolution (Eg) Average time to closure on a previous
SLA time should stop while a request is closed
When a request is closed the SLA time still continues. If that job gets re-opened after the original request due-date the request violates its SLA immediately. This gives the technician no chance to respond or react to the re-opened request (even if it is a simple thankyou email). Surely the closed status for a request should be a stop timer status? I can't see how it could work fairly to both requester AND technician any other way. Cheers, Lew
Unable to see Actions menu
When in asset management, I am unable to view the Actions menu. It is hidden behind all other items. Using XP SP3 & IE7; SDP 7.5
block requesters from selecting technician
I sit possible to block requesters from selecting a technician when opening a new request, and just letting the rules select it automatically? Our users have a habit of selecting the wrong technician for the wrong category.
API - Request Template Problem
When applying the template via the API, none of the text that is already in the description field is added to the request. In the request template, I have added preformatted text in the description field, and need that text to be added to the request. Thoughts?
Response vs Resolution Escalation
Has anyone been able to set up an escalation process based on "response" to a request , ie based on how long a request is unassigned to a tech , and also an escalation process for the resolution of the request . Currently we are using the priorities , but these are linked to the resolution of the problem , Not to a response to the problem . our high priority is set to 1 hour .. if a user places a request with high priority , then the request goes overdue after 1 hour , regardless of whether the technician
archive old tickets
The system runs slow. We would like to archive off old tickets. How do we do this? Are there any optimizatoins recommended from the db standpoint?
Windows Domain Scan Problem 7.5
Ever since upgrading to 7.5 we cannot do a Windows Domain Scan. We are using the exact same information as in Domain, User\Pass and Domain Controller as we were using in 7022. We get the following error when we try to run the scan: Exception occured while enumerating Oraganizational Units Anyone have any ideas on how to fix this? Loris
Technicians unable to edit requester info in Requester List
Our helpdesk staff do not have administrator privileges to ServiceDesk and cannot edit requester details from the Requester List; the icon to edit the requester is grayed out. I do not want to give the helpdesk staff full administrator privileges to ServiceDesk. Currently, the helpdesk staff is opening a new ticket and then editing the requester details on the ticket. Is there an easier way of doing this? My recommendation is to create a new role that have this privilege.] Thank you.
Scheduled Task or Report to Automatically Save a Report to a Network Share
Is there a way to setup a scheduled task/report to automatically save a report to a network share? Thanks, Raquel
Outgoing mail does not get sent when tickets are assigned, updated, or closed.
We are running the current version of ServiceDesk plus (version 7509). Although the settings are in place, no email gets sent when a ticket is assigned to a technician or when the ticket is updated or closed. We are running Exchange 2007. It worked fine in the past. Incoming email works fine, so I don't think it is a authentication error. Any ideas?
Rule - Catch All
When someone uses the quick create option, the request isnt assigning a group and therefore, none of the technicians are getting emails. I tried to create a rule that is if category is NOT...(all the categories we have) then place in general group. But it doesnt seem to be working. Do the rules not apply to quick create?
Why cannot i add other email id for escallation other then the technicans Id ?
Request Templates missing from latest release
Hi, I'm not sure how many revisions ago this happened - if indeed it's deliberate. But the Request Template facility is missing from 7509. Notably the "Request" image on the main page is missing the drop-down option (see attached). Is this restrictred to my particular installation?
Purchase Order Default Numbering
Is there a way to change the data field for the purchase order system to make it **automatically** default as a 4 digit number (0001, 0002 or 1001, 1002, etc) instead of the standard two digit? Thanks, Justin
How to send and recieve notifications with a 2007 exchange server
Hi all, I have setup the latest version of Service Desk Plus and have tried to configure our mail server settings to send and recieve mail relating to Service Desk plus. We use a managed service provider for our high level infrastructure so I dont have control or a strong understanding of our backend. Basically my service provider is telling me they cannot support this application because it does not allow incoming mail via smtp. All of our mail is done via Microsoft Exchange Server 2007. Can exchange
IP Binding
I'm trying to change the IP binding on my Windows server. I've found how to change which IP ServicDesk is listening on, but the problem I'm having is that it still won't let me change the port to 80 since I have a different website on this server using port 80. I have an IIS site using 10.10.0.6:80 and I'm trying to get ServiceDesk to use 10.10.0.7:80. Like I said, I can change the IP to 10.10.0.7 via the TrayIconInfo.xml conf file, but it won't let me change the port using the changeWebServerPort.bat
Announcement deleted after editing
Create and post a new announcement. Click edit to edit the announcement. Edit the description. Click Save. Announcement is deleted. v7509
Need help on UNION query
Hi, I'm having trouble with the following query within the "NEW QUERY REPORT" function of Service Desk Plus. Individually each of the 3 following subqueries run fine. When I union subquery 1 with subquery 2 no problem. But as soon as I union the 3rd subquery I get a failure. Also I cannot union subquery 3 individually with 1 or 2. What am I missing here? Ps. This query worked fine with hard-coded dates (as long) in place of the functions. Thanks, Paul SELECT rs.[Request Title], rs.[Request Count]
problem viewing helpdesk in IE 8
cannot view helpdesk in IE 8. users get a black screen and nothing else. we are running vista enterprise with all updates and sevice packs installed. 75% of our fleet is brand new. works perfectly in IE7 and Firefox. any suggestions?
Service Desk Crashed
Unable open Advenet Service Desk Plus unable to take backup C:\AdventNet\ME\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... Aug 1, 2009 5:51:53 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execute Command INFO: Command to be executed ..\mysql\bin\mysqladmin -u root --port=33366 -h loc alhost version Aug 1, 2009 5:51:56 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer
When Scanning a Remote Workstation how do I identify the specific process?
I am running a remote scan on a laptop and need to identify the process in Task Manager. Also, can the scan process be given a higher priority?
User can't login after upgrade to 7508
After upgrading to 7508 one of my users is unable to login, after prompted for his windows credentials, the browser keeps refreshing the following link: http://servicedesk:8080/j_security_check Thank you.
exchange + smtp
Hi I have a problem with sending smtp in SDplus via an exchange server, my server uses authentication and ssl. I enable authentication in the SMTP configuration in SDplus and does not work,I sending the log to help explain. [09:22:06:703]|[08-03-2009]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[33]|: Into send mail notification toAddress : jmf@mydomain.com ccAddress : contentType : text/html| [09:22:06:703]|[08-03-2009]|[com.adventnet.servicedesk.notification.util.NotificationFactory]|[INFO]|[33]|:
Agent for asset management
Is there any plans, or is there already an agent/client that we can deploy to simplify computer scanning in ServiceDesk plus? Thank you, Bill
API Enhancements
While using the API, I have found some areas that could use improvement... 1. Documentation - A full list of the attributes would be helpful 2. Attibute (attachment) - It sure would be helpful if we could create an attachment (or multiple) 3. Attribute (reqTemplate) - It would be beneficial to apply the selected template to the submitted request instead of just populating the "Template" field. 4. Attribute (SLA) - I would like to be able to apply an SLA 5. Passthrough Authentication - It would be
Workstations Failed During Scan
I have a lot of workstation that are not in use right now and are showing up failed durring scan. Well thats because they are off... I have some in Not In Use and Dissposed and then still are showing. Is there a way I can get them not to show up when doing the scan? I removed them from AD as well....
Help with Aged Call
Hi, I have been asked to produce a report that listed all of the open\pending request and list the age in the number of days they have been open. I found where someone had attempted to this before, but I can not getting it working. Keeps returning blank screens. Our database is a sql server. Anyone able to help?SELECT wo.WORKORDERID "Request ID",wo.DESCRIPTION "Description",td.TASKID "TaskId",td.TITLE "Task Title",aau.FIRST_NAME "Requester",au1.FIRST_NAME "Task Owner",no.NOTESTEXT "Notes" FROM WorkOrder_Threaded
Do I need to do anything to enable the ServiceDesk API?
I am trying to use the API, and have followed the guide, but when I use the URL specified I just get an Apache 404 error. HTTP Status 404 - /servlets/RequestServlet type Status report message /servlets/RequestServlet description The requested resource (/servlets/RequestServlet) is not available. Does anyone have any ideas?
Unable to send /recieve notification
We have problem send/recieve notification through SD+ All our settings are fine... and our exchange server running fine, Here is the message from event log Exception while trying to send notification for Request ID : 5 Mail sending failed. we are running with sd+ 6 Version : 6.0.0 Build Number : 6003 Please advise us..
Custom Report Help
I am wondering if there is someway to make a report detailing how many copies of a piece of software are installed on a pc with a count for each day/month/year. The report would list all of our software and for example on July 1st we had 50 copies of office 2007 standard installed and july 2nd we had 55 copies installed ect...Can anyone help me make a customer report? Thanks, Dave
Slowly request open
Good afternoon. We use SD + with last update. We have one remark. The program brakes if to select a mode to show all request to try to open another's request... Can open minutes 3-5. If to work only with request which are assigned to me - that all very fast opens.
Changing requesters views does not work.
We set our department heads and directors with the ability to view all requests for their department but it seems that after a few hours (approximately 24) it keeps reverting to show only their own requests. Please advise if there is a fix for this or will there be one as it is quite annoying.
Failing to Scan Server
The error message is FAILURE :One of the attribute of the Workstation refers another Object which does not exist. Hence cannot add this workstation. Please can someone advise of possible fixes, strangely, this server is being detected as a router in the automatic scan but none of the settings are available.
Changing the URL for the approval link
Hi, I am planning to publish SD over the internet. I notice that the approval link sent to the approvers has the NetBIOS name of the server where SD is resolved. Can that be changed to an URL like helpdesk.mycompany.com so that it can be accessible over the internet ? Thanks in advance for any suggestions on a solution. Cheers
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