Unable to update Technicians
Andrew Inkpen 144 IT Service Desk Analyst Andrew.Inkpen@hotelscene.co.uk 0844 826 4434 302 0.0 null,3,2 {"QueueOfSites":[{"null":{"1":"Service Desk","2":"Development","301":"Xtranet"},"2":{"601":"Service Desk","602":"Development","603":"Xtranet"},"3":{"604":"Service Desk","605":"Development","606":"Xtranet"}}]} FAILURE :Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,238,083,643,444.
Automatic mail reply icon colors change to different color?
Hello, There a way to change the default mail icon colors for automatic replies ? I now cant say, looking at the main ticket view, if a reply was a automatic reply or a reply followup from a technician. would be handy if the auto replies got a different color other than the replies from technicians. thanks hmcollege
More features in the Reporting
I need more features in the Reporting. Is it possible to generate reports using Excel or Crystal report, so I can execute more report analysis. Best regards, Marc Huybrechts
Seperate default requester templates for departments/groups
Hello, is there a way to assign a different default requester form for other departments/groups ? as far as i can tell there is only 1 global default template to use for all departments/sites/groups. thanks hmcollege
Possibility to remove details from request view
Hello, I'm still exploring all the functionalities of SDP and I've yet to find a way to customize the request view so that technicians don't see all information related to a ticket? For some support teams it might be vary redundant with information on what template was used, mode etc... So, is there a nice and quick way to change what fields appear in the request view? Maybe a basic setting I've missed, maybe some change needed in the archive, maybe there's an open suggestion on the roadmap page?
Request - News item or welcome message on login screen
Feature request: As an admin, I'd like to be able to post a short message on the Dashboard of everyone who logs in. This short message might say "Lots of new Solutions are now available" or "Helpdesk will be unavailable from 3pm-4pm" - that sort of thing. Just a short piece of information that I could easily enter and that everyone would see. What do you think?
selfservice portal - activating/deactivating
I see under the admin tab where to choose selfservice settings but where can you turn selfservice off and on? SD plus 7506
Cannot login to Service desk 7.5
I have Upgraded to V7.5 ran this with no issues for a few days, so i ran a Asset Scan - which seemed to work I logged out and back in again, finding that i could not log into the service desk. Other people have been complaining also. One tech was able to log in, So with his account, i reset my technical details - and tried again, still not working I then deleted my account, and ran an AD Scan to get my userid back in as a requestor. I noticed i had to reset the AD Details, finally allowing me to
Purchase Orders
Dear Supporters, I have another problem, the problem is when we start to use the system for the purchasing department process in our company they asked that if we can add a field in the PO item list which the unit of the quantity for example PCS, CTN "Cartons", Mtr or liter and I found out the format of the PO can not be changed, please advice Regards
how to create default request form for other departments
hello, we are running the latest SDP build and i've created 3 sites and a few groups and departments. I've create a new technician for department x. Now when i logon as that technician and create a new request i get the default request form that is used by all technicians. Can i create a default requester form for specific technicians or departments ? so that not all technicians get the same default requester form ? thanks
Assets Report - By Workstation TYPE
Hello, Workstation type is wonderful, I can see it on all the views in Asset Management. But, if I want to run a report to show me all Laptops... I cannot. Not a field in the table. Does it exists somewhere ?? Can I run and update Workstations Types in Asset Management in SD ? I have laptops, workstations, server, thinclients, mobile devices. Any help would be appreciated..!!!
Cannot login to Service desk after Asset Scan
I have Upgraded to V7.5 ran this with no issues for a few days, so i ran a Asset Scan - which seemed to work I logged out and back in again, finding that i could not log into the service desk. Other people have been complaining also. One tech was able to log in, So with his account, i reset my technical details - and tried again, still not working I then deleted my account, and ran an AD Scan to get my userid back in as a requestor. I noticed i had to reset the AD Details, finally allowing me to
Error Occurred while deleting product.
I looked through the forum and found some issues that were similar to this but found none with a real solution. When I try to delete a product I receive an error. There is nothing associated with this product as far as I can tell. FAILURE :Error occurred while deleting product. Please report the problem to the system administrator, with the Error Code - 1,237,818,628,801.
SD Plus on SQL Server
Hi there, We are about to install SD Plus in our organization, and I was just wondering.... If I choose to install on an MS SQL Server instead of the build in MySQL that comes with the product, will I loose any functionality? E.g. not be able to backup, integrate with OpManager, etc.? Thanks in advance, Rasmus
Exchange SMTP support
I am having a problem with forewarding the helpdesk requests through exchange to an outside address. What we do is create a contact the has teh smtp email address. I.E. Administrator@yourdomain.com we then foreward the person mail to the contac as well as the exchange mailbox. this works for everything EXCEPT service desk. When I put in a ticket abotu it I was told that you do not support exchange funtionality. I almost fell out of my chair laughing. You seriously dont support exchange? Thats like
"the selected service pack is allready installed"
Hello, A few months ago Adventnet did a rollback to an older version for us because at the time we had problems upgrading to version 7.5. Now, adventnet analyzed our logfiles and discovered where it went wrong, we did some adjustments that adventnet recommended to do prior to updating. Now ( yes a few months later ) i'm trying to follow the upgrade procedure again by upgrading to the next build( current 7021 next build 7022 ) for us in order to do the upgrade to v.7.5 again. Now when i try to do
Datamodel
Hello, I have searched intense on this forums and besides some good discussions about relations etc. it seems there is no link to a datamodel description of ServicedeskPlus? The option to get a part of the datamodel from within the report screen is nice but seems to be only a part of all tables? Is a good description available? Kind regards, Barry Sakkers
Remote Control Option in Asset Management
Hi There is remote control option in Asset Management, whenever I try it says Installing Agent Controller or viewer and after sometimes it says "FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,236,100,967,700." SD+ version 7.5.0 Any solution???????? :?:
Single Technican having problems with searches.
We're running into a problem since upgrading to build 7504 where a single technician in the system is having problems with Searches. When he types something into the Search field on the sidebar with Requests selected in the drop down, and hits Enter, and doesn't return results or give an error. In the status bar it does show "handle Response called.http://cayycwpsdk01v.worleyparsons.com:8080/framework/html/blank.html". He has tried this from multiple computers and browsers. If we delete him as a
Deleted the local administrator
Hi, I have only one administrator and deleted this administrator how can I change any user to be administrator so I can login to the system?? help me plz
Cannot Register on RoadMap Website
i cannot get past Step 2 in the registration process on the roadmap website. The image with the security code does not load. I've tried numerous browsers. Is this broken? Thanks
Accidentally deleted Local Administrator
HI, Accidentally deleted local Administrator this is the only user having admin privileges I can login to the system as arequester but not Administrator Help me please
Notes in requests
Is there any way of getting the notes to appear in the conversations area in time order...
Allow Manager to see requests in more than one department
currently you can only allow a manager to view the requests in one department. that model does not exist in all company's or organizations. it would be great if we could have the ability to allow a manager to see the request in multiple departments without having to make them a technician. this person will only need to see and possibly comment on those requests in the department(s) he is assigned to . Making him a technician is a waist of money
Solutions SDP7506 Problem
When searching for a solution in SD 7506 the returned result set only shows a few characters for the subject line. Is there anyway to extend this? (Example enclosed)
Issues in 7506
1. When creating a new request if you select a group BEFORE selecting a requester, the group reverts back to "-- Select Group --". 2. When creating an email notification for new tasks assigned to technicians the "$AssociatedModule" is not seen as HTML when emailed. If you copy the link and paste it in a browser it takes you directly to the Request. The task link works fine. That's it so far. Still doing testing on the side.
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Purchased items quantity
Dear Supporters After starting making out PO's using the system, I found out that the quantity field only take 4 digits whish is not suitable for most of our purchasing department orders which can contain much more quantities, kindly feed me back if there is any possible way to increase the number of digits .
Change Purchase Order Number
Is there a way to change what the next purchase order number will be? Am looking to implement purchasing as part of an upgrade to 7506 but do not want to re-start order numbers from 1. I found several posts that talk about doing this with incident numbers, but they didn't seem to quickly translate to the purchase order table. Cheers, THR
Request Tempalte - Co relate Category Drop and SLA Time
Hi Please advise if we are able to co relate Category and SLA Time in Request. Eg. When i select Category as Server Request, the SLA time will auto reflect its SLA of x hour.
Resolved Request Email Notifications
Email notifications are set to be sent to the user upon creation, update and resolution. When entering a resolution and setting the status to resolved, the requester gets two notifications, one for an updated request and one for the resolved request. We don't want the update notification to be sent when the job is resolved, just the resolution notification. How can this be done?
Domain Admin password change now can't log in??
I changed my Domian Admin password last night and am now unable to log into ServiceDesk Plus 7.5? Please help as I'm really stuck now Thanks Neil
problems with notification rules
having a slight problem with trying to create a notification rule for 'Notifying a technician when a note added' subject $Technician. Ticket ID: $RequestId, note added. description $Technician Ticket ID: $RequestId. A note has been added by $NoteMadeBy at $NoteTime. Note description: $NoteDesc For further details please follow this link. in both subject & description, the $Technician query does not work, stays blank, all the other $ works. for what I need. I have created other notifications which
Can't access ServiceDesk Web Page from IE 7 on Windows 2008
Hi, I've installed a new server with Windows 2008. It's a future "Terminal Server", so users have to access to ServiceDesk Web Page. When we try to access to the page, it stay white and nothing appens... Please help me. Loic
E-mail When Closed
This may already be available, if so please let me know... Would be nice to receive an e-mail when a user closes the request with comments. Currently we have to go into each closed request and view their comments, or run a special report to get all comments from closed requests. Would be great if a person adds a comment and then clicks close that it will automatically generate an e-mail with those comments to be sent to the Technician. Sometimes we have people put comments in thinking we see them
Error when using custom created and saved filters "MY V
I have created custom filters. They show up under MY VIEW. They don't work. When clicking on one, I get errors like this in the page; <script src='/framework/java <script src='/framework/ Or some other ones that start with the same string. I can't find any information on java requrements, or other information on this error, but I need resolution.
Re-Opened Ticket Report Creation
I looked around in my reports tab and couldn't figure out how to create a report based on a ticket that was re-opened.. Can you please tell me if this is possible? I want to run a report each week that tells me how many tickets that were closed and re-opened and then be able to sort it by subject field. Thanks
Identify Workstations missing a patch
I'm struggling to construct a sql statement to find workstations missing DST patch. The workstations should have Microsoft Windows XP Professional. I also need to know some additional information about the workstation including the workstation name. Thanks.
Importing Requesters
When importing requesters one of the disclaimers is that "any duplicates will be deleted". what is this governed by? because i've tried importing a couple of names and it just keeps creating duplicates. another thing - When editing a requester above Site it says INFO : Site will be associated to the requester through a Department. Here site act as a filter to select the department quickly. Why is that when importing a requester that IS assigned to a department the Site does not populate?
Custom_HeadLogo,Custom_LoginLogo
Hi, Could please let me know where in service deskDesk plus 7.5.0 I can change the icon for Custom_HeadLogo,Custom_LoginLogo ? I Know the above file are located at c:\Adventnet\ME\ServiceDesk\Customimages> Custom_HeadLogo.gif Custom_LoginLogo.gif I need to change the images that it will feet properly in head logo and login logo? Thanks
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