Request Type dropdown missing since ive licensed Service Des
This is following on from a previous subject, I get the error WARNING :Request cannot be completed. Please fill the following fields -requestType I have noticed from reading other forums , that we purchased Service Desk Professional, but previous to this we were trialing the FUll ITIL Version, and had started to use the service desk with the intention of Purchasing a license once we were happy. We have done this , but now we dont have ITIL, its producing the error above. Any suggestions as to getting
Requester AD Import Scope
Using version 7503, the Active Directory Import of requester brings in a large number of users that are outside of core AD user structure. However, it is not importing the entire domain, so a scope is specified somewhere. I can't find it. How can I specify the AD scope for requester import?
Escalation Report
Hello, Is it possible to create a periodic report that provides me the amount of request that had escalated to level 1, 2, 3 etc. Many thanks in advance, Richard
Alert of Notify an email group when a new change is created
Hey do you guys know if there's a way to have the system send an email to a email group when a new change is created and/or approved. Right now it only let's me do that with the selected technician.
Ability to scan offsite(offnetwork) systems
One of the reasons we bought SDPlus was the promise that we would be able to scan offsite(off network) machines. We have some 180+ sites we need to be able ti audit. When will this be part of SD Plus? To have to setup scanning through a VPN is tedious. Most of these system access web apps, and other resources and dont require VPN, but it would appear from all the posts I have seen we may need to install a VPN just to manage them. Or do we need to purchase the full AssetExplorer to take adavantage
Form for website?
Greetings everyone! I was using a previous product which was also free but included a frame code that could be copied/pasted to my website to allow my customers to submit a service request right from my website. Does anyone know if this is possible with SystemDesk? Thanks for your time!
service Desk
Hi, I have installed service desk 7.5 and i have run windows domain scan i have got the inventory details but not able to take out reports in excel format in systemmatic order like below, srno, asset no, serial no, monitor, harddisk etc in line........... Regards Niraj Mehta
select a group from the web form when designing
when i am designing a new webform I cannot select any of my groups. i pull down the group pull down menu and it only shows -- Select Group-- am i doing something wrong?
Business Rules not working in 7.5
I have the following business rule that is not working, any idea why?
7504 Release - system won't start
All on test system, but first time a patch has totally knocked us out. Process went cleanly, but it refuses to allow connections once started. Note dropped via e-mail to support team, but until I know what has caused and how to resolve my feeling would be to treat 7504 with caution. Then again I may be a totally isolated case, which would be great if so. W2K3 with MS SQL 2005. Once working I'll post findings. Regards, Andy
Update sites configuration?????
Hi! When I created sites I used "Copy Default Settings" option, and all groups coped to all sites. Now I need to add extra groups to all sites, but all new groups are listing only at "Default Settings" Groups, not at any site. Hmmm, I have about 300 sites, Do I have to update all sites manually????
The rule unless so should work?
Good afternoon. For me to version 7502 did not work Notification Rule "Send Email to Technician when the Request is Re-opened by the user". But in version 7502 it has started to work, but I have a remark: In options of this rule I have specified point $Description. As a result I receive the letter that the request been opened again. But instead of $Description the request text, instead of the text of last answer of the initiator of the request is substituted. It so should be?
Group Mail Settings Not Working
I have setup some additional SMTP addresses on an Exchange 2003 email account that has been working with ServiceDesk Plus however when email is sent to the alias ServiceDesk does not place it under the GroupID specified in the Admin/Groups area. I have also tried to send emails once they are assigned to the group and the show the name and address of the original queue rather than the information specified on the group mail settings.
Backups not functioning.
Hope someone can help me. I tried to enable the scheduled backup feature recently and it did not work as it should. Backups started occurring every 10 minutes regardless of what the schedule says. I disable it and the same still happens. The drive fills up very quickly which causes other apps running on the same server to stop working. So basically I need to keep deleting these backups in order to keep the server functioning. Anyone know how to disable the backups? I already tried to open a ticket
SD+ 7.5.0.x documentation
Hello, we migrated to SD+ 7.5 and now want to instruct our users and 1st line techs in the usage of the new product and the new features specifically. However I cannot seem to find the 7.5 admin or user manual. Can you please tell me where to get these as I can not imagine that you would release the product first and write the manual later? thanks a lot, stefan
Asset Report Query
Hi, I would like to generate a report for assets : a) will expire in next 3 months b) already expired last 1 year. Appreciate if anyone can help me with the queries. Thank you. sabarina
Migrating only solutions to 7.5
I am taking the opportunity to remanufacture our SD+ configuration and not upgrade from 7.0 to 7.5. I don't wish to take the existing requests, etc... because the fields will be significantly changed so it will just be too messy. However.... I would like to take my Solutions database from the old to the new, does anyone know of any way I can back up the solutions under 7.0 and recover them into 7.5? Thanks. Brad.
e-mail address is replicated into reply CC
What controls whether an e-mail address is put into the cc line of a reply to a request? I assumed it was based on where the e-mail was originally sent, as we used to manually move the e-mails to the SDP monitored mailbox, but now changed so totally automated, and for new requests the monitored mailbox address is showing in the CC when doing an initial REPLY on a request. Ideally I'd like it not to do that, as it will just mean the RED/GREEN envelope indication will become pointless as every rely
PO "Date Ordered" and Anyway to Change?
Wondering if anyone has been able to find a way to change the "Date Ordered" on PO's? I am entering historical information from the last year and need to input my own ordered date. On the same note, I ran across a free MySQL Admin tool called MyDB Studio. Anyone know if this is safe to use with ServiceDesk to modify field values within tables? Thank you.
2Support-Empty Priorities Page in SDP 7503 Ent ML Russian
I just have upgraded to SDP 7503 Enterprise MultiLang Rus from 7022 (third attempt). And I see EMPTY Priorities Page (see attachment) in SDP Ent Multi-Lang Russian in Admin section. And also I see duplicated values in urgency section (before priorities)-English NEW variant after upgrade and Russian from ver 7022 all together. WHY you added the URGENCY value once AGAIN ???? It seems you don't realize that your CLIENTS really use YOUR PAID Software for REAL WORK in REALTIME RUNNING state.... May I
Approvals for Solutions?
Hello, Is there a way to configure Solutions to require approval before being input into the Solutions? Regards, R
v7503 - Copy Default Site Settings or Groups Does NOT Work
I want to copy a list of technician from a default site group, to all sites. EXAMPLE 1. CLICK .... Groups -> "Users/Groups For" = Default Settings I have example of 5 x �Technicians Interested�. 2. CLICK .... Groups -> "Users/Groups For" = �Example Site� I have example of 0 x �Technicians Interested�. I want to copy settings, so ALL sites have 5 Technicians Interested. TO COPY, I CLICK, Sites -> Example Site -> �Copy Default Settings�. THIS FEATURE IS BROKEN FOR ME. To Check, CLICK .... Groups ->
'Migration to 7.5 - Unable to take backup' issue - Fixed
Hi Users, By now some of you might have come across this error, "Unable to take backup" while trying to migrate from 7022 to 7.5. We have found out the issue and are working on a fix. This issue would have come for people with the following scenario. * Added a software with Enterprise license * Associate this license to multiple workstations * Changed the license type from Enterprise to individual some time later With the multi Site feature in SDP, there are problems in migrating such a setup. We
7022 -> 7500 screwed up. "Already you applied a patc
Hey all, I found a similar post but I couldn't understand the proposed resolution I first installed SP_7000.22.1 and that went successfully. I started up the server and made sure it took. Afterwards, I tried the 7.0.0.0 SP3 (AKA 7500) and it screwed up. I'm working in a Windows environment. I read that we should uninstall the 7500 patch and then reinstall 7022 but I don't know how to do this. Are you suggesting that we go through Control Panel and uninstall Manage Engine or is there a way to specifically
Technicians Issue
We ran into a problem with our technicians and here is what happened. We are using our max license for our techs and one of them decided to leave the company. When we took out the technician and added the new person we hired the new person got all the old tickets that the previous tech worked on. Did we do something wrong or is there an issue with the techs having their own key in the database and when you replace someone it will just replace all the tickets with that persons name?
No page breaks in scheduled reports
I have wriiten a Query report. If I export it as a PDF, the resulting file is split up into letter-size pages. However, when I schedule the same report to be produced as a PDF, the file consists of one long page with no page breaks. Has anyone else experienced this?
Requesters Import, Failed...
Hi, I am trying to import users from AD. Service Desk 7503 Windows Vista SP1 32bit = Firefox 3.05 = Generating List 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. This may be the cause of the slowness. Importing Users I notice the import stays at 0 and doesn't move for hours. No error message is ever given from this page. A Ctrl-A followed by a Ctrl-C on this page shows the
Business Rules & Automatic E-Mails
Hi, We're using version 7.022 since we've upgraded to this we haven't had any faults so now we're finally able to concentrate on developing the system for our own needs & uses. As part of this, we now have a need for when a new request enters the system & it fulfills the criteria for a business rule it sends a specifically formatted mail to the requester. This mail needs to be worded different to the general e-mail template that is sent out for all other requests that are logged. Is this possible
There is no Assets Owned by User
There is no Assets Owned by User while creating new request if name of user in Russian. Screenshot included. Thanks.
Wrong encoding in Assets Component
Hi! There is wrong encoding if name of Assets Component in Russian. Screenshot included. Thanks.
Pos. SD+ 7.5 issue: Inconsistent date/time change on Request
More possible 7.5 issues - anyone else experiencing this? From the main "view" page of a request, click the DueBy Date to edit just that field. Then click the calender icon to bring this up. Problem 1: Changing the date ONLY also impacts the time changing it the the current hour. Problem 2: Changing the TIME doesn't auto-close the calender as it does when changing a date. Consequently, even when you click the green tcik to save, the calender remains open.
AD users import is still not working under 7503
I applied the patch to my test server and the AD user import is still not working. I have a feeling that SD+ 7.5 may become a disaster for AdventNet with an exodus of customers to more reliable products
7.5 Bug Reports
Might as well get this started early... When adding a custom field in the template wizard, saving fails if the label has a question mark in it If you click on "save and configure requester", then click on the technician tab, it throws a javascript error More as I find them...
SNMP Port 8001 instead of 161
Hi, While trying to scan the workstations on network i get the following error Either access denied for the user or the remote DCOM option might be disabled in the workstation. When i looked thru the logs, i found oout that the snmp request is being sent at port 8001 instead of 161 The log for your reference: [16:32:32:062]|[05-13-2005]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[20]|: Form passed is : com.adventnet.servicedesk.asset.form.WSForm@1b45934| [16:32:32:062]|[05-13-2005]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[20]|:
Please help us migrate from 7022 to 7500
Support, My co-worker �Morgster79� has posted for help on your forum previously in November ( Thread 756651 ) and we have still not had help solving our issue! The issue that still stand is �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 received the error - Error Uninstalling.� Attached is our updatemgrlog0.txt - We had to zip it because once the upgrade fails it was 8mb in size and your
Edit "resolved" status
We use the "resolved" status when a 2nd level team has actioned a request. Traditionally they would just mark the request as resolved and we would search for these throughout the day and contact the user to confirm it could be cloased and explain how to implement the resolution or what was changed. The 1st level team actually closes the request. Since upgrading to V7 we cant do this. Is there any way of editing the "resolved" status so it can be moved to "in progress" group? The way we have our systems
How to add new Notification Rule?
Hi, Is it possible to add new Notification Rule? We are using SD 7018 Build. Regards, Minh
PO Approver - technician lossing role
My boss is a PO Approver and he is listed as technician within the ServiceDeskPlus. The last several months the PO Approver check box continues to become unchecked, and I constantly have to continue to reset it. Is there any other reason other than manual intervention that this would occur?
Resolving Calls REQUEST TYPE ERROR
I get this message poping up when im trying to resolve calls WARNING :Request cannot be completed. Please fill the following fields -requestType Any Ideas. im running version 7.5.0 build 7503 Cheers
Blackberry Support
Hi, I was wondering if at any time you were thinking of adding mobile device support as this would be great for asset tracking. Our IT staff are a equiped with Blackberry devices and with the aid of a bluetooth barcode scanner, we would have no problems to go around the offices to fill in or update the asset part of SD+. Great job guys, John
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