Error when importing users from csv file
Hi, When i try to import a list of users (11) from a csv file i get the following error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Array index out of range: 36
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Import Single AD User
Is it possible to import just one user from AD into SDP yet? Importing an entire OU to get one person is not an option here.
Can't open/edit Technicianss added prior to 7507 upgrade
Just upgraded to 7507 and have discovered I cannot open any Techs created prior to upgrade. My browser window (IE7) locks up, CPU goes to 90%+ and I have to force quit. If I elevate a new Technician, no problem. I can view and edit. Has anyone has a similar experience and/or found a resolution?
Work Order error
A few days ago I am having problems closing incidents were Open or OnHold. I've been watching the server logs, and I found a java error that is repeated several times: java.sql.SQLException: Error converting to convert a string to datetime. I do not know how to fix it, to see if I can give some clue. :roll: Thanks
Change order of windows in basic interface of requester
Hi there, is there any way of reordering the windows appeard to the requester? For example Move the Pending, Completed and All tickets to the right and bring the new request and search of solutions to the center ? regards , george
Being able to set a time for domain/network scans
I would like to be able to not only set the scanning intervals by Days ( Requester ADSCANS, ASSETS DOMAIN AND NETWORK SCANS ) , I would also like to be able to set a time for these scans. My network scans running at 1:27 am , not many pc are switched on at that time of the day. Cheers; Ralf
Problem Requests
When I associated an unassigned tickets with a problem, is there any way of having it assign the incident to the technician the problem is assigned to.
Groups that are deleted still show up
I had a number of groups that were associated with a site that are not required. However, when i go to delete them in Admin > Groups, they are not there. The only groups i can see are groups that are not in any site. Where can i find these groups so i can remove them?
resolution notification emails
Is there anyway to stop this notification including a copy of the intial request in this email. As with the signatures our company uses, it can make it easy to miss the actual text which appears at the bottom of the email..
Contract Display Truncated
Hi, We're running 7506, and in our contract display, the contract name and maintenance vendor are truncated. The picture should be pretty self explanatory. Obviously, the columns are sufficiently wide to display much more than they are. Thanks for any help.
Default Request - template
Hi As a company we have just recently begun using ServiceDeskPlus. A minor issue seems to annoy us, so it would be great if someone had a fix or some advice. Background: We'd like to use templates to our diffirent areas of work. The template name tells the requester which department the request goes to, so far so good. But when the user wants to make a new request the custom template is shown and a additional pick list in the top of the screen called "Change Template" where the user can select "Default
Mail Server Issue
We have been running Service Desk Plus for sometime but then 2weeks ago we moved out mail over to Exchange 2003. Since then i have been able to get service desk to talk to the server to pull in new requests but i am unable to get it to send emails out despite me entering the correct details. Does anyone have any ideas. Regards Ben_Ward@eu.shr2shr.com
MySQl -> MSSQL
Hello All, Can someone point me in the right direction where I can find a complete stepBystep walkthrough on migrating from Mysql to MSSql Thanks E
Activity Log
I'm wondering if SDP has some sort of logging capability. What got me started in thinking about it is one of our technicians claims his request has disappeared. If another technician accidentally deleted it we apparently have no way of knowing. Am I mistaken or is there some basic logging of the activities of technicians? Something in the form of: Technican changed status of Request ID ##111## to closed. Technican Deleted Requst ##111##.
Email Template
Hi, How do I add a tab, as in spacing, into a email template. Thanks, Steve
Assign Issues
Hi, Everytime I unassign an asset from a user the asset status changes however the user is still accosiated to the user? This is leading to confusion, please could you assist in ensuring that the user is removed from the asset shoud I change the status to 'In Stock' for example Kind Regards Neil
external MySQL Database server
Hello, i have some problems to set up an external MySQL database on a certain server. i've allready used the changeDBServer and succesfully tested the DB. The database "servicedesk" is succesfully created on the MYSQL DB (but without any tables.. just an empty DB). When now trying to start the server the error "Unable to start MySQL server on port 3306. Please free the port." occurs. How can i configure to use an external MySQL database. Another try was dumping the local mysql database und import
Link custom fields
Hi guys. We have custom request fields and what id like to know is if it was possible to implement something like this. We have a field for State and another field for branches. at the moment we have to select the state, and then select the branch the user is from. the branch field shows ALL branches from all states. Would it be possible to implement something so we can select State and then in the branch field only show the branches that are associated with that State?
DATE_FORMAT
I have the following query. I want to format the Acquisition Date to display in UK format without showing the time. For example, today would be 27/05/2009. SELECT resFields.UDF_CHAR2 'Asset Location',resource.ASSETTAG 'Asset Tag', resource.SERIALNO 'Serial Number',product.COMPONENTNAME 'Product',LONGTODATE(resource.ACQUISITIONDATE) 'Acquisition Date', resourcecost.cost 'Purchase Price' FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT
Multiple technician assignments for one request.
I've been looking at the demo product and I haven't seen a way to select multiple assignments for one request. An example of how we would like to use this product is by creating an System Access Request Form for our organization for when supervisors request our helpdesk to set up staff to different systems. For example a new hire needs to be setup on the Network/Active Directory, GroupWise Email, and Internet Access. Our IT department has several technicians that do specific Jobs. Our groupwise
High priority emails - High priority Requests?
Hi there, Is it possible to setup SDP to create the tickets as high priority when an email is sent from outlook, thats set to 'urgent' ? Christian
Migration Pack for SDP 7.0 Released
Hi Users, We are glad to announce the release of upgrade pack from SDP 6.x to 7.0 version. Thanks to all who helped us in identifying the issues in upgrade by participating the beta programme. We sincerely apologize for the delay in the migration pack and we will ensure not to repeat this. *Recommendation :* It is highly recommended that you install the migration pack in a test bed before you apply the same to the production environment. This is done mainly to avoid data loss and also you can schedule
expand subject fields in solutions
I am trying to post solutions in service desk When I search for solutions, the subject field is too short. For instance, I have the subject line, "Move your Outlook data file to another location" but the field shows as "Move your Outlook da" Is there a way to mouse over and see a caption, or expand the subject field? build 7504 Thanks.
SD Plus on Blackberry
Sorry if this has been asked before...is or will ServiceDesk Plus be supported running on a Blackberry? We have the Curve, 8830, and Storm in our enterprise. Currently we cannot get logged on, when it runs the j_securitycheck it bounces the user back out to the login screen saying invalid password. This would be very handy for our field technicians. Thx. Richard
Edit A Conversation
Hi ! Is it possible to "edit" a "conversation" ? Working for a school, it is possible that someone might report an issue and actually give us "too much" (ie. sensitive) information -- like a SSN .....Information that we (as the "technician") should contact them for -- but not something that should be stored in the database with the help ticket. I can't find any way (short of doing a SQL query directly to the table) to actually edit a "conversation" to remove the sensitive data... ?? Thanks....
SD in Greek?
Hi there, is there any other requests for Translating the SD in greek language? We don't use the multilingual version. But if there will be a greek pack can we migrate to that without unistalling the SD again? Regards George
Access to Schedule
Hi We are running ServiceDesk 7.5 build 7507 and like the new technician schedule. I would like the technicians to be able to manage their own schedule but have access to the "Technician Availability" screen. Can you advise is this is possible. Thanks Gary
Problem/Change History (Property View)
I have noticed that the "By" field is always blank on the History tab when in Property view. Can we get this fixed please? Ver 7.5.0 build 7507
Approval Request Link
Hi all. When I click on the link generated for approval a request, I got this error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:491)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Single Sign-On Problem
Hi, I wonder if anyone else is experiencing the same behaviour like I do... ServiceDesk, Ent., 35 technicians, updated to latest version. AD authentication (+ SSO) activated and works for SOME technicians. For some of them it does not and they are presented with the "logon screen" (username, password, domain). IE 6 + SPs installed. Yes, I have cleaned the cache, checked the SSO settings in IE, added the ServiceDesk server to local intranet sites. Still the same. Any ideas please? Thanks in advance
User name or password is incorrect
Hello, All of a sudden no one can log on to SD+. I'm not sure if it was a network change or a software installation that caused it. It's version 7.0.0. Can someone help me reset the password? Thanks, Kelly
Notify Technican when Request is closed
Hi there, is there any way of notifying the specific technician when the request he was assigned on is closed? I know that there is a notification rule where we choose a list of technicians to be notified and not the technician who's assigned to that request. with regards, George
Backup Scheduling - Problems post 7506 upgrade.
It appears to be impossible to configure the Backup Scheduling following the 7506 or 07 upgrade. If I select 'today' I either get an error saying configuration was not saved or I get a date in August! This may be a date formatting issue.
error with "ae_scan.vbs" script
On some PC with WinXP SP3 the éxécution of the script "ae_scan.vbs" returns an error. See attachment. Have you an idea of the problem ?
Backup - Restore
How do I restore the backup data of the old server in a fresh installation on other server ? Do I have to take backup of any other files ? Will all the systems scanned will be there as it is ??
email attachment is not showing up at servicedesk plus
If user sent an email with attachment it arrive only the email without the attachment? Any suggestion how to fix the SDP ? we are using v7507 Thanks
Group Default on Template Disappears When Tech opens a ticket
Hello, We have set up templates on the Help Desk to auto fill the Group field to either IT or Systems depending on the template used by the requester. We have just noticed that on occassion, the Group field on the Request does not contain the default that has been set on the template and also the template itself regresses back to a selection as opposed to the default. Upon investigation, this seems to happen when a technician opens a request. Example: IT - E-mail Template has the field
email attachment for ServiceDesk Plus + view issue
When viewing requests, I select multiple requests and click "edit requests". I get the window and I can change the group, subgroup, technician etc when I click save there are no changes to the jobs. If I do this same method to one job it works. There seems to be a problem when doing it to multiple. The Other issue is when staff sent an email with attachment Adventnet receives the email without any attachment. Any suggestion how to fix these two issue? user Service Desk Plus 7507 Thanks
LDAP integration?
Is SDP able to integrate with LDAP server? By integration, I need: - User Authentication (Single Sign On ) - Contact/Resource Lookup - Contact Update? - Import from LDAP
Reports - "Edit" Option
Inside the "Reports" tab, we can choose any of the pre-defined reports (e.g. "Reports by all requests" -> "Requests by Technician"). However, we found out that only SDAdmin will show up the "Edit" option to customize the report (e.g. select columns to display, filter options, etc). Technicians with other Roles do not have such "Edit" option - even they have Full Controls to Reports. Anybody knows what's wrong? Thanks. Stephen Au
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