Bug in count Unassigned request
Good afternoon. In itself in version 7503 has detected an incongruity in number of requests for unit. If to look in bookmark Home - Global View it is visible, what Unassigned - 5, but if to press on digit 5 (http://isd/DrillDownRequest.do? columnNames=Status, SITEID&columnValues=Open%23%24%230&viewName=Unassigned_System) that we get on bookmark Request and to us is visible- 4 Unassigned requests. Why there is a difference in 1one the requests?
Automatically closing requests after a period of inactivity?
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark.
Seperate SD+ installation interactivity
I installed SD+ for the IT operations within our company approximately 12 months ago and just recently our fianance department wanted to do the exact same thing after the success of IT, they have now created a service desk to answer all financial queries initially from internal staff of which there are approximately 1800+. The situation I am in is that as many of our finance apps are inbuilt and have on occassions issues and with the 2 seperate teams on 2 seperate installs of SD+ we on occassions
How can I report on Request Type??
Please can you help. I would like to be able to run a report where I am able to see the breakdown of the Request Type field which consists of Fault, Procurement, Projects, Service Request. Thanks Sylvon
Table header value not found for key -  
Good afternoon. The request to help to solve this errors: [12:14:29:456]|[09-04-2008]|[SYSOUT]|[INFO]|[17]|: Error !!!. Table header value not found for key - | [12:14:29:456]|[09-04-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[17]|: Error !!!. Table header value not found for key - | and [12:14:29:784]|[09-04-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[17]|: DataAccessException occured while trying to fetch service
Administrator rights
I've upgraded from Service desk plus 7000_19 to 7000_22 and now cant login with administrator rights. I could login before and now get a standard user interface with the administrator a\c. Any advice welcome. Windows 2003 server SP2 IE6 SP2 Service desk 7000_22
Assigning Group To Multiple Sites
Hi, I have approx 50 sites in my sd. The service desk is used by just one group, and this group needs to provide support for all sites. I need to basically assign a group to a request template and not have to depend on what site the requester is in. I have been unable to assign our group to all sites without manually going through each site one by one and adding the group so this is not an option. Is there a way to create a group and assign to all sites? This way, the solution could be that when
Erro - Update ServiceDesk 7_0_0_SP-0_22_1 para SP-3_0_0
Boa tarde, N�o consigo concluir o processo de atualiza��o da vers�o 7_0_0_SP-0_22_1 para 7_0_0_SP-3_0_0. O processo informar que ocorreu um erro e automaticamente desinsta-la esta atualiza��o. Segue no anexo o backup realizado antes de aplicar esta atualiza��o.
Unable to restore back up
I took a backup in build 7019 and am now trying to restore it to build 7504. It fails to restore and I have to restart the server in order to start SD+. Any help would be greatly appreciated. Thank you, Michael
Problems with Firefox???
Hi, using Firefox 3.0.5 I'm getting the following message, while opening a technician: "Exception---->unterminated string literal". When I use IE6 it works fine ... We use SDP 7.5.0 Build 7504 Regards, Stephan
Remote Desktop Control Feature
In 7502 at least it seemed that having only View would disable access to the remote desktop feature. In 7503 this no longer appears to be the case as all my users are able to see and use this feature when any access is given to Assets via their Role. There needs to be an option to disable this function. I do not want my technicians using this or being able to use this. As well, it would be helpful to be able to configure this option so that it could use the built-in Remote Assistance functionality
Change Request for requesters
Is there a way to allow a requester to log a change request. Can I allow this if I create a template?
Change Request Template
I want to add in the Requester Details section of a Help Desk request what Location or Site the requester is from. I am running ServiceDesk 7.0.0. In Requester - Additional Fields I have filled Label 1 with the Title being Location. Set it as a Pick List, and put in the values I want the users to select from. Now my question is, how do I get a Location field put on the Template, under the Requester Details? Also, can I create a report using the Location field I'm trying to create? Thanks for any
PO Approver can't approve...
When a certian user is set as the approver for a PO, and the email is sent to them, they are unable to approve the PO. When they click on the link in the email they get, "You can't approve this PO!!!" Thats it. Other requestors that have been assigne the Purchase Approver role can approve PO's with no issue. Any ideas?
Requesters Import, Failed... Bug report
Hi, I am trying to import users from AD. Service Desk 7503 Windows Vista SP1 32bit = Firefox 3.05 = Enumerating Organizational Units in Domain It takes about 10 minutes to generate the list, and a Ctrl-A followed by a Ctrl-C on this import page shows that the list is being stored as hidden text on the page itself. The browser uses almost 1gb of memory during this operation. This may be the cause of the slowness on large lists. Importing I notice the import stays at 0 and doesn't move for hours. No
MAIL FETCH STOPPED
Mails are not being fetch from exchange server 2003.This is what I did to solve the problem. Admin>Mail Server> start fetching and it didn't work. please help
Multiple sites for a single requester in SDP 7.5?
We upgraded to SDP 7.5 upon its release a few weeks ago and really like the looks of the multi-site features, except for a couple of issues. We are a centrally driven organization rather than a distributed organization. So, all of our Technicians are located centrally, but perform services for all of the various sites. So, rather than using sites for physical sites, we defined a site as a team offering services through SDP. Our IT Team, Web Development Team, HR Team, etc, all are "sites" within SDP
Unable to view Purchase Orders
We upgrade to SDP 7.5 shortly after it was released and really like most of the features, however something got messed up with regards to our Purchase Order module. When we open the module by clicking on the purchase tab, things appear ok, but anytime we try to create a new PO or open an existing PO, we are greeted with a blank screen. I attempt to go to the Purchase Default Values and am unable to set or save anything here. I noted that addressing information, etc, was missing, so I went to the
Unable to open attachments that are saved in ServiceDesk
When trying to open an attachment that is part of the ticket it comes back with file not found. It displays the correct number of bytes in the ticket. When checking the file attachments directory all attachments are present. This is occurring in 7502.
Updating 7022.1 to 7500
Hi, 1: We successful migrate form 7.0.22.1 to 7.5 on local machine with WinXP system (20min) and updated it to build 7504. After analyze date we have error with Russian names in SLA, Holidays, Business Rules and Groups. Russian names looks how: �?????? ?? ????� 2: Migration on server with WinServer2003 stops on 98% - we wait 3 hour and stops migration. After that we full reinstall ServiceDesk and updated it to version 7.0.22.1, restore data and try migrate again. On 98% updating stops again (See
Backup/Restore Issues
Just tried restoring my latest backup data on my test site (running 7500) to test the latest 7502 patch. have discovered the backups to be incomplete in that all my requests are gone. I have tried running the backup again but the same thing is happening, is there a bug with the backup and if so is backing up the SQL server enough to keep me going until a fix is released??
assigning a Template to a request
We are using SDP 7.5.0 Build 7504 and it really great, that we can define different Request Templates for different Request situations. But, isn't it be possible, to overwrite a request with an other template?? e.g. from the Template "Default Request" to "Change Request"??? Regards, Stephan
Changes in Request template NOT saved (7503)
Hi, When I change anything in an existing request template, or even when I create a new template some fields which have been moved, or added can NOT be saved. Please help as some fields which used to be there in Version 7022 now are missing. Regards,
Heavy Use of ServiceDesk (40+Techies)
Hello, There is a possibility our ServiceDesk requirements will be expanding significantly, does anybody have more than 40 technicians running on a single SDP, if our new management proposals go through we could be looking at potentially 40 total technicians. Could there be any immediate issues with such a large number of technicians? Our current ServiceDesk is operating solely in a Windows 2003 VM Server, and is running/backing up fine without any issues (touchwood). Is there anything we should
Multiple network adapters in server asset
Hi Is it possible to display multiple network adapters on a server asset? I had a look an can only see one and there doesnt seem to be any "add adapter" or add IP address function. Is this correct?
Filter in "attach incident to Change"
Which requests are shown with the standard filter? How can I change the filter? Regards, Stephan
Adding a role to requestors
We are using SD+ ver 7.0.0 Build 7020 I would like to give my boss the ability of viewing all reguests, as well as access to reporting. I have created a role with these rights. Pls advice on how to give him this role, without making him a technician. (due to license issues) He is currently in the system with a normal useraccount. looking forward to your answer. Brgds Kasper
Upgrade from 7022 to 7500 Failed - Error Uninstalling
After installing a fresh new copy of 7022 on a test server, then restoring a full backup of my production 7022 environment i tried to do an upgrade to 7500 but recieved the error - Error Uninstalling. This was the log from the updatemgrlog0.txt, any ideas?? ----------------------------------------------------------------------------------------------- Nov 27, 2008 2:32:24 PM [com.adventnet.db.persistence.metadata.parser.DataDictionaryParser] [WARNING] : A column cannot have a unique constraint as
Updating 7022 to 7.5
I have successfully updated my test system to the latest hotfix, however when I am going through the process for my live system (7022>7.5, SQL Server), the install stops and uninstalls. The error in the log shows up as: 9/01/2009 11:03:44 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : testing....=Thu Jan 01 00:00:00 NZDT 2009 hdDate01 Jan 2009 9/01/2009 11:03:44 [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : testing....=Fri Jan 02 00:00:00 NZDT 2009 hdDate02
Populate requester's office?
Is there a way to indicate a requester's office location without enabling multiple sites? We have multiple offices, but all have the same SLA, operating hours, etc. I just want to populate a field with which office they are located in. It seems I can do this by exporting AD users with dsquery to a CSV file, and then importing them, but that's pretty time consuming. Surely there must be a better way!
Change Approvals
Sorry for being a bit stupid here, but please could someone explain the difference between the Change Status and Approval Status within the change module in SD+? Also, how do I change the Approval Status? Even after change has been recommended, the approval status stays as N\A Thanks, Davey
Tracking Multiple Versions Under One License
Microsoft Office 2007 VLKs come with both 2003 and 2007 license keys, but either install counts towards the total allowable installs. We continue to use 2003 for most of our organization (for consistency), but have upgraded some departments and users. Is there a way Service Desk can handle tracking allocations of such installations, so that our total number of 2003 and 2007 installs can be tracked under one license, but with two different keys.
MySQL vs MS SQL for ServiceDesk Plus
Are there any features / reports / tools in ServiceDesk Plus that are only supported on one SQL db vs the other? MySQL is the default for ServiceDesk Plus, so has anyone encountered any drawbacks with running ServiceDesk Plus on a MS SQL db ? Thank you,
Site will be associated to the requester through a Departmnt
So that I understand this correctly; If I have two sites (A & B) and both have an accounts department, is account department A a separate entity to accounts department B? e.g. we have London and Paris and we need to see the results (in reports and searches) for users from each site rather than combined. This brings me to a second question; a requester working for Paris accounts transfers to the London office (or changes jobs within Paris). Do the jobs that were originally logged when they worked
Populating servicedesk fields from email
I would like to populate a servicedesk field from an email request. Specifically I would like to be able to map to the workstation field. Everything I have seen on the forums says this was in the roadmap on request published in 2006, I am hoping that this is now included...? Can you enlighten me please...>? :lol:
Request Filters
7503. Just getting the system into production and I am having trouble or have feature requests with the filter list. 1. It would be nice to be able to choose "me" from the list when the "Technician" or "Requester" is chosen as the criteria. I'd like to be able to create global filters that all technicians can see that are related to any one of them. Say, a filter than shows all of their open tickets as well as all unassigned rather than being only able to choose a specific Technician from the list.
Business Rule not firing
Hi All, I have a single business rule. It checks to things 1./ Category = Desktop Applications, 2./ Department = Claims or Operations Then place in group Desktop Support Melbourne When a claims users raises a problem using the desktop template which default group is Desktop Support, it stays in Desktop support. Is what I'm trying to do possible and have I done it the wrong way? Regards John
Server not starting after 7020 update
I applied the 7020 hotfix and now the server will not pass beyond having started the Application Layer indication in the progress bar of the splash screen.
Technician Photo in Responses
Hello, Our new management would like a photo of each technician to be included in all correspondences between a requester and a technician including a photo in the closed ticket alert e-mail, is there any way this can be achieved using? Thanks,
Robo Technician / Templates
Hi, Is it possible to limit which technicians can have access to Robo Technician? Sorry to sound a bit dim here, I've inherited the system admin side of things & I've seen that all our technicians have access to the Robo Technician but I can't see an option to limit which technicians have access to this facility? Or alternatively, is there a way to limit what templates people can see under new request? We're using version 7022. Cheers,
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