Users are unable to enter their phone number or department.
Hello, I'm nearing this application going live and it seems I just have one more small problem in the way. My requester can submit a ticket fine, but in the phone number and department fields, they are unable to type. The phone and department field is there, but they can't enter anything into it? With over 30 sites this is kind of important. Anyone else have this problem? Best Regards, Christina
User interface in different language
Hi, I thought that the service desk is available in multiple languages. Does it need to be enabled somewhere? Currently I can not see how to cnfigure it in a different language. We have office all over europe and would need to have different languages for each country. How can I configure the service desk? Many thanks,
remote control failure
FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,233,166,610,928. the machine is reachable from SDP, dns is working correctly,and I am able to scan from SDP.
Mysql-nt.exe keeps crashing
Our servicedesk plus server has been crashing lately with a mysql-nt.exe error. After looking around i found this Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them in the event viewer. I'm also attaching a support file generated from within HD. We are running Version : 7.0.0 Build Number : 7015. Any help is greatly appreciated Thanks Erion
No Due dates on new calls since moving to 7504
Hi since I have upgraded to 7504 we have lost automatic due dates on new calls that have come in. The calls that where moved form the older version have retained there due dates but new calls are blank. I have checked the SLA's and they are all set with timings on each SLA...? They where working fine until the upgrade...
Abillity to send the content of resolution by e-mail
I want to send KB articles and resolution to a customer by mail. Now the customer have to log into the portal in order yo view a article or a resolution. How can I do this in Service Desk?
Purchase Order Approver
i am running build 7018 of servicedesk plus and have run into an interesting issue with attempting to approve purchase orders i have created. i have a 2 technician license. the purchase order approver for my technician properties is set to false and i can not change it. the other technician does have the option to be a purchase order approver. the other technician is never going to be approving my or any POs. when i was in version 6 i could approve my own purchases; since migrating to version 7,
Remove/Amend 'if others, please specify' template
Hi all, We have recently moved to using webforms, however, in the body of ours we ask for information to help with the request. So we have an 'Any Other Request' form. As with all things advised to do, people are not using this and using the 'if others, please specify'. This isn't ideal as doesn't ask for info in the body of the template. So... can we remove the 'if others' template or amend text in the body of the form? Hope that's clear? Thanks Neil
Process Java 100% CPU
Hi, I have got ServiceDesk 7.504. My problem is that the proces java is at 100 % CPU I use run.bat but after a few minute the process java is at 100 %. Thanks Arcocide
SLA Configuration Help
Hi, Just a quick clarification on the SLA Rules for SD+, According to the forums.... The server sends out SLA Notification mails every 10 minutes from server start. I take it that means that the server checks all requests, regardless of due by date and mails accordingly to the SLA Criteria specified? I ask because while attempting to set up some SLA rules, the mail notifications i am receiving in my test environment at times specified are not correct with the SLA Criteria. e.g If I set an SLA Normal
Requester is registered twice
Is it bug or feature ? Step 1: New employee writes his first email to SD and registered there Step2: He logs in to SD web interface by his domain credentials and doesn't see his request because SD registered him second time as another user - and I can see his account doubled in SD requesters. Is it possible to avoid this situation or merge this doubled accounts as workaround ? PS It doesn't matter is requesters email set in AD or not...
Assets "In Store" cannot change to "In Use&qu
We are currently running ServiceDesk Plus 7.0.0 Build 7003 but are still having problem changing the status of an assets from "In Store" to "In Use". When selecting the asset state In Store and click on the pulldown to In Use, the assign to user/department desappears and if I select In Store again and then back to In Use it shows the user/department but even if I select the user or department and click on Save nothing is saved and the records stays as In Store. These are discovered assets but it
SDP 6 Slow
After upgrading from 5508 to 6002 - it seems to be a lot slower. Any one else experiencing this?
Request Custom Views
I seem to have found another perplexing anomoly in SDP. I am still configuring SDP before go-live (waiting for departmet/sites/regions to be fixed) and am currently creating views so that eg a technician can search for open projects on their group. I have had projects as a request type but then found that it did not make full sense as the priority matrix does not tie in with request types. I then found though that I could not create a customview on open projects because impact is not in the filter.
Purchase - Addtional Fields
Running build 7504: We can creat a new field just fine. however, when we go to the PO and try to add any data to the custom field and save the PO, the value goes away. I haven't tried it for any other module - just Purchasing.
Solution Topic Subject Titles are Cut Off
Currently, all of our Solution Topic's are being cut off and not showing the complete description. Is there a setting somewhere that will change this? This is making the Solutions area pretty useless for our employees at the moment. A screenshot of what is happening is enclosed.
Contract Name filed does not show all the test.
Under contracts, the contract name field does not show all the text. Plenty of space to show the entire name. Shows part of the name followed by ... this is annoying. At least while hovering over the name it should show the whole contract name. Hope to see this get expanded in the future. Thanks, Mark
Hotfix 7504 released
Hi Users, Hotfix 7504 got release. Please find the hotfix announcement at forums.adventnet.com/viewtopic.php?t=773921 regards, Uma..
Technician unable to create request on behalf of user
Hi, This is a very strange problem. I have technicians in 2 sites, A and B. Technicians in site A is able to create requests on behalf of users but technician in site B is not able to. I have checked all relevant configurations and it seems that all is in order. I have also attached the screen shots here. Please help. thanks.
What is wrong with this query please?
Trying to get a report of the time taken for 1st response to a user which isn't system generated. I've created the detail report for a month , but all I really want are the Min, Max and average values, so I've wrapped the detail select to make it a sub query but then it has all gone wrong - Syntax error at ) Anyone suggest what I should have done please. Select Min(FNH) as 'Min', MAX(FNH) as 'Max', AVG(FNH) as 'Average' from (SELECT DISTINCT NWO.WORKORDERID as 'Request ID', DATEDIFF(hh, DATEADD(s,
IE 8 from Win 7 Beta & SD+ v7
We are testing many of our applications for compatibility with Windows 7 Beta. IE8 comes with the OS as the native version of IE. When we try to access our ServiceDesk portal, 7.0.0 Build 7020, the login screen pops up, but after entering valid credentials, the page clears of all text and in the bottom left of the screen it says done. We tried making a copy of IE and running it in compatibility mode for Xp and got the same. We enabled all of the SSl, TLS types too. It works fine for our IE6 & IE
file attachements dont work
I am having this problem on SDP Version : 7.5.0 Build 7503 on linux. my file attachements dont show up in contracts or solutions observations. If i use a 9mb file it takes longer to attach so it is doing some type of uploading. When i look in: /root/AdventNet/ME/ServiceDesk/fileAttachments/Solutions/Jan2009/ there are folders created (i guess for each time files have attempted to be created) I have lost all file attachments which were attached after upgrade from 7.0 to 7.5 (all previous attachments
Requester e-mail
hi, What is correct syntax to put a list of email adress in requester e-mail field
UpdateManager shows incorrect patch versions
All, With the help the ManageEngine support, we got SD+ reinstalled last week and back to version 7.0.21 (with a restore of a full backup) prior to our attempt to upgrade to the latest version. Though a fresh clean install of the app was performed, the UpdateManager still lists updates that were attempted to install, namely 7.0.22. Note that the full backup that was restored was performed before 7.0.22 was installed. How can we clear this so that we can try updating again? Surely, the updatemanager
Complicated business rule setup
Hi, We only monitor the service desk during office hours. But we have people on call who need to be called by the requester to get support. I would like to setup a structure that e.g. our of normal business hours, tickets with priority very high, are assigend to a technician and he gets an SMS and Email send. I can setup a rule that he gets that all the time, but want that this only applies out of normal office hours. Any ideas?
Mail Settings
Hi, I am new Adventnet Service Desk plus. 1. may i create the ticket via mail. ie, when i send the mail to Service desk plus, it should create a ticket for me. 2.I installed and configured the mail settings and notifications "ie. When the user creates ticket, they should get acknowledge". But my user net getting any mails. Regards Rajkumar
Scan workstations with ae_scan.vbs
Hi! I'm testing the ServiceDeskPlus 7504 in an environment with RedHat5 and I used the script "ae_scan.vbs" to collect data in windows workstations out of domain, but all the information that the ServiceDeskPlus server receives are about hardware and none about softwares on the workstations. However I note that the XML file generated after execution of this script contains data about softwares installed on the workstation. Someone can help me about this? Thanks, Fernando
Domain Scan process not work
SDP Version: 7.5.0 Build 7504 ML Database: MySQL Browser: IE 7, FireFox 3.0.5 Lang: Russian We had upgrade from 7.0 to 7.5 build 7504 and it works! Unfortunately, we have some critical bugs after upgrade: 1. Domain Scan process not work. After try to use Windows Domain Scan procedure product Server IRIDIUM just showed high CPU and memory utility, but system didn�t respond. The Domain Scan process is high critical for us! 2. Group editing of Requests works incorrectly. After group editing Requests
Migration from Windows
We currently have SD+ v7.0 Build 7014 installed and operational on a Windows 2003 STD server. All's running well, however we'd like to migrate the system over to a Linux distro like Debian Etch or Ubuntu 8.0 Server. What caveats, if any, am I faced in doing this and what would be the way to do so? We're not wanting to change SQL serves, we'll stick with the MySQL Server on the Linux distro which is what we are running on Windows (The MySQL server installed with SD+ on the Win box.)
Email fetching breaks
Everytime the server shuts down unexpectedly or our mail server is restarted, SDP fails to retrieve new emails. Any way for fetching to resume without manually restarting the service?
something inherently wrong with new / existing Requesters
When a requester is not recognized the service application will by default add them to the requesters list. Good? not so sure. Editing the requester in admin does not really mean anything as if the display no longer matches, another entry is created for the user. I just tested this send an email, service desk adds it, I change the display name, send another. Service desk creates another. What I'm asking is why the application goes by display rather than email address. Would this not cut down on populating
Contract Name field does not show all the text.
Under contracts, the contract name field does not show all the text. Plenty of space to show the entire name. Shows part of the name followed by ... this is annoying. At least while hovering over the name it should show the whole contract name. Hope to see this get expanded in the future. Thanks, Mark
Active Directory import with a Windows 2008 Domain Controlle
Anybody out there using Windows 2008 Server as a domain controller with SDP? We have started our testing of 2008 server, and find that SDP fails when it tries to import requesters from Active Directory, when we repoint to a 2003 server it has no issues. Just wanted to check to see if anyone else has run into this. Thanks, Alex
Reporting: Searching History for Status Changes
I'd like to be able to run a report to show all reports that have had their status changed to "X" at some time during its history. For instance, when we farm a support request out to external support, we change the requests status. I'd like to be able to run a report showing me all the requests that involved external support, and which technician needed the support. Thoughts on how to do this?
Network scan
Hi, Is there any option to first scan the number of systems which are turned on then scan for the changes done in the system as it will not create any duplicate assests. Thanks and Regards, Vinay
the performance?
How Many incident per day can service desk plus can handle? is it suitable for large enterprise?
Blank page in web client
For some reason we lost the ability to view the web page of our service desk server. We had lost one of our domain controllers around the same time - not sure how to fix this as we can't view any of the web pages even though they appear to be running. Help!
LDAP update vs. terminated employees.
Hello everyone. And happy Monday morning. While I love the import of LDAP users, I'm having a problem. An employee was terminated and I took her out of the requester section. Now at my company we don't get rid of the profile right away, so when I do an LDAP import (Done once a week to catch new hires) it's still bringing her back into the request section. Is there a way I can permanently disable her? Maybe block disabled accounts from updating with the LDAP? Thank you for your time.
Request view keeps showing earliest request in the database!
Hi, We've been troubled by a (bug?) in Service Desk for some time now... Quite frequently during the day when I'm working on the helpdesk, I'll click a link to open a request, and instead of the request ID I asked for it loads the earliest request in the database (the request with the lowest ID number). This is happening a lot, and even the latest build of Service desk hasn't solved it. Does anyone else suffer from this and is there a fix. I don't know if the URL for a request link is being generated
7.5 HotFix 2 - Purchase Orders appears "squished"
Just did the upgrades to 7.0.22, then 7.5, then 7.5 HF 1 then 7.5 HF 2. Everything looks good so far with one glaring error. The purchae order printout appears "squished" Somehow the defualt got changed so that P.O's print in landscape rather that portrait, no worries, fixed that one, but, as you can see from the attached image, there appears to he an extra "column" in the P.O.s now. See how everything at the top is compressed to the left, while the last row, from General Information on appears normal?
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