Upgrade / convert 7.5 build 7452 to 7.5 build 7504
Is it possible to either upgrade or convert the beta 7.5 build 7452 to the new 7.5 build 7504? I believe I've read somewhere that upgrade from beta to final release isnt possible? Is there a way to work around this? (I was able to apply our licence to the beta buildt though....) Regards Thomas
Network scan
Is there any option to scan the number of systems present in the network and then scan for the changes. As this option will not create any DUPLICATE assests.
Changing a custom field
We have created a custom field called RCA (picture attached). It currently reads: System Error - Conditional System Error - Hardware System Error - Software Bug We would like to change them to System Issue. The question is. Will this change tickets that have been already close or will we have to manually go back and change each request individualy. Any input would be greatly appreciated.
Lack of Development of Enterprise Edition
I am concerned about the lack of development of the Enterprise (ITIL) edition of SD+. Whilst I understand there are many more people who use Requests than Problems and Changes we pay a premium for the Enterprise edition and yet see little improvement. There appears to be almost nothing to look forward to in the 7.5 roadmap for the ITIL features. We have 15 technicians using the Enterprise edition and I think SD+ is an excellent product and does a great job managing Requests. However there appears
Parenthesis in filters and search criteria needed
Filters and search criteria should have the ability to use parenthesis as this would allow for greater accuracy and flexibility. I don't believe you can write a filter to accurately return the records for the below statement. Statement: I want all requests that the Group is "xyz" and the Request Status is "Closed" or the Group is "xyz" and Request Status is "Resolved"
cannot moved mysql db
hello, I am a newbie in database managemt for ADVENTNET and i have been assigned the task of moving mysql db to another server. in the new server (NEW_SERVER) we have installed a fresh installation of Adventnet and we would like to copy the database from (PREVIOS_SERVER) to NEW_SERVER. can you please help urgently. i have done backupdb.bat and then on NEW_SERVER i restoreDB.bat but nopreviuos data has been installed. thanks for the urgent help nazeedah
SD 7503 Bug Reports
.asdf
Every PO Becomes An Asset?
While starting to put in PO's, I have noticed that every PO that I close shows up within my Assets. I have a lot of PO's for SaaS, Consulting, etc... that have no reason to become assets. Anyone know of a way around this?
Where can I get documentation of database structure?
Hi I am looking for documentation of database structure of the Service desk Plus software. - Tables and Fields structure outline and diagram. Could you please let me know how I can get it. Thanks in advance.
Reporting on Work Logs in Problems and Changes
I have a report which shows me the work logs for the previous day for all Requests but I am having all sorts of trouble getting the same type of report for any work logs which are related to Problems or Changes. Any ideas anyone? Thanks. Brad.
Macro for Tasks
I would like to see the ability to create macros that contain task creations that I can apply to a request at any time. Example: A new hire request is emailed into the system. I see that it is a new hire for the US so I run the US New Hire Macro which would create the 4 tasks needed. If the new hire was for the UK I would run the UK macro which would create their 3 tasks.
Different Sites? General question
Hi, In some descriptions I briefly read something about different sites. At the moment we have 2 different versions of service desk running. 1 since ages for IT and now we have a new version for development. But we would like to put them both in the same system, without getting confused. Do you have an idea how to put them together? In the end they should be isolated. Problem is the education of users, with the development desk I was able to manage to get everyone to use the system rather than sending
Import Software License(s) list from Excel Speadsheet
Is there anyway I can add all the software license(s) we have on a Excel Speadsheet or a Access Database in to the Asset managment section. Is there anything on SD7+ that we can import via speadsheets? as we have a lot of old infomation we would like to import in many sections
Error: Report Info Windows stays on screen
As you can see by the attached image, the info window that pops up when your mouse hovers over the report title does not go away. it will change is the mouse is moved over other titles in that block, but, even when the mouse is moved completely out of the block, it stays there, displaying the info for the last title you hovered over. This clutters the screen and makes it hard to pick other titles.
Editing Assest "Bug"
Not really a bug, but a weird reaction: I found when editing an asset that is assigned to a user (who is in a department), after changing it, the ownership log shows the asset being reassigned to that user. Example: Blackberry is already assigned to Eric, in the IT department. Changed phone number on Blackberry to update it. Ownership history shows "Performed on Tue, 20 Jan 2009 02:33:53 EST by Eric Colley State In Use 1. Assigned to User Eric (Department :IT Services)" although it was already assigned
Generate Report from the Requester data/Table
Hi, I've imported AD data but I need to clean it up in SDP. How can I generate reports and download to a CSV file the requesters information. Regards, Nuno
Reply from Blackberry
Not sure how the system reads back in request replies, but. When I send a email from a request in the system and reply from my desktop using outlook it is read back into the thread of the original request in SDP fine, but if I reply to the same email from my blackberry the system creates another "new" request. Do you have any idea why this is happening? It is really annoying because many of our users reply from blackberry. Is anybody else having this issue? I am running SDP 7504 Thanks
Request does not fall under your permitted scope.So you are
Our requesters are getting the following message when they try and link through to there requests from emails. Request does not fall under your permitted scope.So you are not authorized to view the same We recently upgraded to 7504, and I noted that the issue was fixed in a previous hotfix release. Can someone please help. Thanks J
(MSSQL) query to remove categories containing old tickets
Hi All, we are currently using SD+ 7504 on MSSQL2005. In the past we made some bad category/sub-category decisions so I wanted to delete some old and unused categories from the system. Deleting does not work in the GUI since old/closed tickets are still using those categories and thus they are merely 'greyed out' in the GUI. is there a way to remove the categories i do not wish to use anymore including the tickets still assigned to them? I can create reports to see which tickets are using those but
Preventive Maintenance Tasks Disappearing
We have several Preventive Maintenance requests set to be run on a weekly and monthly basis. The Preventive Maintenance request runs and the appropriate requester, technician, and/or group gets notified, but then when you go to look for the request ID in the system it is not there. The only way to use the Preventive Maintenance function (and not have the request be deleted from the system), is to select the red arrow and not rely on the scheduling.
SD 7.5 compatibility with Windows Server 2008
Has SD 7.5 been tested with Windows Server 2008? I have both 2008 and 2003 Standard available, although I would prefer to use 2008 if that's an option.
Ticket shall stay closed even if Email comes in
Hi, at the moment if a ticket is closed, and someone replies to the closing Email, the ticket gets opened again. In 99% of time, they just reply with a thanks, and the ticket gets opened again. Therefore is it possible to set up a rule that tickets do not get opened again if they are closed? Many thanks,
Technician Management issue.
Hello everyone, So at my company I've been put in charge of getting this thing running, which went great until I did a test to delete a technician and add one back in. Now when I try to add myself back in the form completes but I do not show up in the list of technicians. Is anyone else having this problem? Any help would be greatly appreciated. Thanks in advance.
Escalate to another priority - How?
Is this functionality possible? (My version: 7.0.0 Build 7020) When a priority 3 requests is 30 days old, it should escalate to a priority 2. When a priority 2 requests is 15 days old, it should escalate to a priority 1. I have build SLA's that reads the priority and sets the resolution time accordingly. But when it comes to escalation, all I can see possible is the function of sending an email to a tech or the ticketowner. That is not what we are trying to achieve, rather we would like it to change
Remove "Quick create"
Hi, is there a way to remove the "Quick create" in the left top corner? I want the people to use templates, but they are lazy and use the quick create sometimes. Many thanks,
SD Plus 7.5 SP4 Remote Control
Just upgraded to 7.5 SP4. Question: The remote control portion of the asset management. Where can I find the detailed documentation as to exactly how this feature operates within the network? I would like the FW requirements, installation files, permissions requirements, etc. I would also like to know where the MSI or EXE can be found to push the product down prior via Desktop Central. Searching our service desk server now but did not know if you have a 'package' already. Thanks, Joe
HTTP Status 500 error while enable a schedule backup
Hi, I got a HTTP Status 500 error while enabling a schedule backup.My SDP built is 7022. Please help advise. Thank you.
MYSql Leap Second Issue
MySQL is generating occasional errors in the application log relating to a leap second. Do the Service Desk updates include updates for MySQL or does it need to be maintained separately?
New feature request - consumables (toner, ink, cd-r's)
I have a request for SD+ future development. We go through a lot of consumables laserjet toner, photocopy toner, cd-r's. As we puchased them some though bulk buying some are purchased as when required. However, this can cause issues when we think we have items in stock but there are no stocks. Can a feature be built into a future release for allocating stock levels of consumables. If we use the PO system through SD+ can we allocated recieved items as consumables and when one is used it reduces the
Common Access Card Athentication
The United States Federal government has mandated smartcard-based authentication. The Department of Defense has been employing such a token-based authentication schema for over 5 years. Usernames and passwords are no longer used or authorized for login in our active directory based networks. For Service Desk to be of value to the federal market, ServiceDesk needs to implement smartcard-based single sign on integration with active directory. Is there an effort currently to provide such a feature?
Remote desktop security problem
In the real world nobody should be allowed to take over the screen of a remote desktop without the consent of the end user. The latest version of the servicedesk gives all technicians the ability to do this. There should be a setting to manually assign such a feature to specific technicians and even better this interaction should only be made possible if the user agrees in the first place. So, the active-X that is called on the user's desktop should first post a message in a popup window stating:
Release Notes for 7022.1
I aborted my plans to upgrade my 7019 installation to build 7022 after reading all the problems (again!) that people were having particularly with not being able to log in after the upgrade. AdventNet don't seem to be interested in responding to posts on this forum anymore unless you are moving to v7.5! Anyway, I've just noticed 7022 SP 1 is available for download but the release notes have not been updated to explain what the difference is between this and the original release. Can anybody shed
Request Summary Report
I need to create a report to hand to the customer detailing the work performed. The report needs to have fields for date created, request id, date closed, time taken, technician, request description, request resolution, and a place for the customer to sign and date. The idea is to have the report automatically generated for each request and have the customer to sign off in approval.
Resource Tag/Asset Tag Available in List View
Please restore this feature.
Asset Tag/Resource Tag in Version 7018
I just upgraded from version 6014 to 7018 and have a big problem with what the Asset Tag field has changed into. When we buy assets, we assign them a unique ID number and put a bar code sticker on each one. When we go to use that asset, we use SDP search feature, selecting "Asset Tag" from the drop down box and scan the item. That would find the asset and then we could assign that asset to a user or department. For some reason, this feature is now completely different. "Asset Tag" has now morphed
Bug: Images in requests notified via email are "broken&
When an image is inserted into a request, when the email notification arrives, no image is displayed. Only a "red X" is available. According to the HTML source of the email, the IMG SRC path is incomplete. What is included in the email is as follows: <img src="/inlineimages/WorkOrder/9/1218659634837.07.jpg" /> The FULL PATH to the server/site needs to be included. Clients do not have the images local.
Multiple Sites -> Single User (Manager)
Hi we would like to have the possibility to assign multiple sites (incl. their departments) to a single user e.g. a manager. So the same procedure like it�s already available for the technician. Maybe somebody has a tip we could already solve this another way. Regards Julia
Auto - Asset Entry new request
I have found that when new requests are created via the web form, or via an email sent, it will automaticly select the workstaion as an asset to tie to the request. Most of the requests that are submitted are not tied to an asset such as the workstation. Is there a way to have it not select any asset automaticly? Thanks! Mike
turning-point - what to opt for council cleaning?
As all we distinguish, that now area disaster and it is of the utmost importance to be more parsimonious, it would be wanted to be told your opinions how to prosper better. particularly I am am overwrought with cleaning of the big carpets.
Column customizer
Hi All I�d like to disable/delete option "Column customizer" BUT ONLY for our user. Is it possible? Regards Julia
Next Page