Upgrade from Version Version : 6.0.0 (Build 6006) to v7.5
Greetings, Could you please confirm the upgrade hotfixe sequence required to upgrade from: Version : 6.0.0 (Build 6006) to Version : 7.5, Build 7506 Thanks in advance.
Drag and drop requester lookup field
is it possible to have an additional field in a template that will look up usernames from the requester list?? I want to create a template for a new starter form. one of the fields needs to be 'Line Manager' and I'd like to have this lookup from the requester list. is this possible??
Removing drag and drop fields??
Hi there, I have a problem creating request templates..I created a drag and drop field called 'Category'...it didn't error, but now, the new field keeps getting mixed up with the actual Category field. How can I get rid of the field I created? All new templates I create fail to work properly because of this field. Many thanks, Charlie.
Report on Requests and Assets?
I would like some assistance with a report. I would like a report that lists any requests that are logged without an asset assigned. This will be run weekly and would like to be able to filter against site? Can anyone help with the code for this? Thanks
[7.5.0 b7506] Scanned Software Problem
Hi I'm finding that certain software (shown in screenshot) is being detected by SD+ even though it isn't installed on any workstations (i.e showing as 0). Even more strange, it is being detected (scanned) outside the scheduled time. I've tried deleting these entries but they keep re-appearing. Any ideas? Graham
ServiceDesk High Availability
Hi! Is there any way to install ServiceDesk Plus in a HA enviroment like Microsoft NLB or Microsoft MSCS? If not, is there any way to install it into 2 servers sharing the same Database? Thanks
restoring backup
Hi, we are trying to restore a back up but get the following error. Please advise. Thank you Ivan ************* Please wait extracting backup file Feb 26, 2008 12:40:16 PM com.adventnet.j2ee.deployment.service.internal.JarExtractor extract INFO: Extraction for /root/backup_servicedesk_7011_fullbackup_02_25_2008_16_32.data to /root/AdventNet/ME/ServiceDesk/bin/.. java.io.EOFException: Unexpected end of ZLIB input stream at java.util.zip.InflaterInputStream.fill(Unknown Source) at java.util.zip.InflaterInputStream.read(Unknown
Upgrade and Migration Plan - Suggestions.
We're running SD+ ver. 6.0.0 build 6015, and we're planning on upgrading up to version 7.5 and migrating from MySQL to MS SQL to be compliant with company standards. We're hoping v7.5 gives us more details in reporting and in automated ticket creation etc. The plan was to install build 6015 in a test environment, restore a backup of data taken from our live environment, then test the upgrade path all the to v7.5. Once we're happy with it, we'd then migrate from MySQL to MS SQL. Once that is good,
Can not Connect to remote computer using Remote control function with some remote computer
Backup question
We have our ServiceDesk database on our SQL server. Is it best to use SQL server to backup the database or the built-in service desk backup?
requests sent by email
When we get requests sent to us by email either from users or op manager the mode is not automatically filled as email, why is it like that? Can support explain this to me. We don�t have any default value entered in the mode box. Regards Stefan
unable to add new workstations or edit existing workstations
after migration from from Build 7022 to Build 7500 through upgrade pack i notice the following big problem: The field Model from Workstation Configuration (Asset Home > Edit Workstation ) seems to not working properly. When I click the dropdown, only "Choose Model" is displayed and nothing else and I`m unable to select any previously created items... For this reason i`m unable to add new workstations or edit existing workstations data. After the changes i made in any workstation configuration field
Purchasing options/notifications
Is there a way to remove the option for editting an approved order - specifically the ability to change prices, quantities and descriptions? Alternatively, is there a way to set the system default to always notify a specific person in the event of any approved PO being eddited. Thanks J
custom user templates by departments
SD+ Just wondering if there are any plans to have the custom templates viewable to selected departments? Currently we have HR templates that are shown to everyone, would be nice if we could just tag it to that department. Or is there already a setting that I missed? SD+ v.7506 thanks
Group notification
Hi, our group notification is not working correctly anymore. When a request is assigned to a group the mail isn´t send out to all the technicians which have been selected. I removed all technicians from the notification list and reassigned them, but this didn´t help. Version is 7.5.0 Build 7505, please advise what to do. Thanks, David
eMail recipients
Hi community, a simple question: when I send an eMail, e.g. out from LOTUS Notes, as a new request or append it to an existing request, how can I see all the recipients? Regards, Stephan
All Requests defaulting to unknown SLA; NO SLA times defined
We just noticed something odd in our system. All new requests coming in either have a have a 1 hour SLA (DueBy Date) being applied to them or some other strange formula; even though our Service level agreements have NO times defined in them. See attached screen shots: 1.jpg: New request opened; you can see the DueBy date defined and the SLA defined as normal. 2.jpg: This shows that the Normal SLA show have NO SLA defined. 3.jpg: Drill-down of the normal SLA definition Where is the system picking
Refreshing AD Info
Is there a way to get AD to overwrite data? For example, when we first imported users, we had selected to import their Department, but not their site. Now though we want to import their site and not department. When I set this up and import, I see all the new Sites perfectly. However two things .. any sites we update leave behind the old Site name and the Departments are still in there. So is there a way to make SD import AD and not merge data but overwrite? Brendan
How do you remove/delete a site
I called for support last week and was told by "Jerry" that a tech would call me back in 30 minutes. I'm still waiting for that call back. My problem is that we have some sites that are now obsolete and I have created a new, valid site to move all the assets into. I have created all the necessary departments under the new site and moved all the assets and users to the new site and associated them with the correct departments within the new site. I can not remove or delete any of the old sites.
DNS mapping
i need my site in another state to be able to access the selfservice desk plus to submit tickets. How to i go about creating a url and mapping a dns?? Thanks!
Site & user Assignment / History issue
Hi everyone, Found some bugs here in Service desk 7506. Two issues: 1. When trying to assign a site to a computer that is already in service desk and assigned to a user, it never "sticks". The audit history shows the device getting reassigned to the user but no site. I did some digging around and the entries are getting created in the "resourcelocation" table, however the data is null. Manually entering the site ID's etc in these tables, fixes the issue. If I manually add a new work station through
Asset templates in 7.5/8.0?
Hi Everybody, We do not have the option to handle 'consumables' now in SD+, and also if you define custom fields for assets, these will be shared amongst all the products. We have something like 'Processor Speed' for the asset type called: 'Monitor' which turns out to be very awkward When will it be possible to have asset templates, so I can have custom fields associated to certain asset type only? Is that planned for 8.0?
LastLoggedInUser bug
When scanning workstation LastLoggedInUser feature is displayed only if the user name was in English. If the user name in Russian, the property LastLoggedInUser empty.
Problem with hour of requests
Hi people. On last weekend in brazil we needed to change the hour of our servers because the daylight time. I did it with Tzedit, creating a new time zone (GMT -3) with the range of when starts and when finish and the action of advance the current hour to +1. So, after i applied this action all network, the problem of daylight is fixed. But, when i'll go open a new request on SD, is showed to me in "created date" field, the wrong hour. Actually, two hours ahead. For example, i open a new resquest
Highlight Popup Text Overflow
Hi, In firefox 3.08 (not IE), when I hover my mouse over items in request view (used during meetings to quickly see details of a request), if the ticket contains a long sequence of characters without spaces like ###################################### 1. PROBLEM DESCRIPTION ###################################### then those long sequences overflow off the edge of the yellow popup. This is very distracting and thought you should know for the 7507 release. Regards, Mark
Feature req: Email notificaiton to Requester on new NOTE(s)
Hi, do you have this fonction ? thanks
Mouse, Monitor and Keyboard serial numbers
Hello, Service Desk is a great program. I'm trying it out mainly for the inventory part of it. I have the problem that I don't know where to input the serial number for the keboard, monitor and mouse. When I go and check the workstation, I see that the program brings all of these peripherals and there is a field for the serial number, which is blank. But when I got to edit the workstation, the serial number fields disappear. Is there something wrong with the program or am I doing something wrong?
MySQL server failed in CentOS Linux 5.2
Hi All, I'm having problem running the SDP in CentOS Linux 5.2. When I run the sh run.sh command to start the SDP an error message appeared "Trying to start MySQL server failed". By the way is SDP possible in CentOS Linux? Refer below for the error message. [root@PH-SDP bin]# sh run.sh /root/AdventNet/ME/ServiceDesk/bin ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java
Problems using API to Add Request
I'm evaluating the ServiceDesk Plus product and for this I'm trying to add a request from our intranet. I'm using the file attached as a scrub of the form. From it I'm only filling text box's with: Subject = "Testing subject", Description = "Testing description" and Requester email = "peter@ourcompany.com" But I'm reciving this error: <operation> <operationstatus>Failure</operationstatus> <message>username cannot be empty</message> </operation> But if I fill username and password it says to me that
Integration with Google Search Appliance
Is there a way to integrate Sevice Desk with the Google Search Appliance? We use one of these internally to provide a unified search facility across many sources of enterprise data, and would like to add the solutions in our Service Desk install. I've tried getting it to crawl from /Solutions.do page but it doesnt find anything. Any suggestions for how I could achieve this would be great! James
XML Connector for Novell Identity Manager
Either provide an IDM driver or modify an existing driver for use with SDPlus for two-way provisioning or users. http://www.novell.com/products/identitymanager/drivers/
Task Status Options
Add following options to Task status: In Progress Review aletrnatively, provide for a way to add additional Task status options.
Change Templates
We can create templates for incidents - no problem. However within SDPlus we cannot create templates for changes. This is a problem because some changes are simple and only require logging. Others require detailed information with multiple additional fields. We don't want these extra fields visible to those logging simple changes that don't require any approval.
Problems importing assets from Asset Explorer into SD Plus
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,
ServiceDeskPlus (v5.5.0) Not Fetching Emails
Service DeskPlus Version: 5.5.0 Service DeskPlus Build: 5507 Hi, Our ServiceDesk system has stopped fetching emails. We have tried: - Stop and Restart the fetching from within the tool (Admin>Mail Server Settings) - Reboot the machine the ServiceDesk Plus is hosted on - Stopped the ServiceDesk Server application and Restarted it - Checked the ServiceDesk service is running (Computer Services) and checking there aren't any dependencies for the service and tried stopping and restarting the service
Technicians submitting requests do not have Site associations.
When a technician submits a request via email - the site field is blank. There is not an associate on the Admin Tab under Sites to associate a Site to a Technician. The information about a technician is just as important as a regular requestor (machine associations, etc...) We have junior technicians that have to submit tickets to other disciplines. For instance, a programmer needs to have a piece of software installed on their PC.
Change - Implementation Section
The Implementation section is somewhat redundant with regard to Task Details and Work Log Details. I think the Task Details is fine the way it is; however, the information should feed into the Work Log Details. For example, I complete a task and update the Task Details with the Actual Start Time & Actual End Time; however, I need to enter the Executed Time & Time Taken To Resolve in the Work Log Details... This is redundant... Enhancement: 1. Automatically create a Work Log when Task is complete
Test System
We have a ServiceDesk+ System setup on Microsoft SQL Server. We'd like to setup a second ServiceDesk+ System using a unique Microsoft SQL Server database name so that we have a test system where we can apply the patches and updates before applying to the production environment. The ServiceDesk install does not seem to allow us to change the database name. How can we accomplish this?
Business Rules Don't Work
We are running 7504. We had business rules setup in 70 and 7500 that did: 1) Set priority to medium if mode was email 2) Assigned to Tech 1 if sender contained "data1" or "data2" 3) Assigned to Tech 2 if sender contained "data3" or "date4" The rules worked fine in 700 and I believe to 7501. We orginally had (3) sites defined and manually created the rules for each site. We then deleted the sites and have no site defined with the rules. However, none of the rules ever execute still. I saw others complaining
Full Database Table Definitions?
Is there any documentation of the full table definitions. We are evaluation a migration and don't know what some of the fields represent. ah
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