approval mail, attachment
Hi, i have an issue while sending Request/Change Request for approval. the email will be sent as HTML and approving party will be receiving it as attachment without anything at the message body. we have set email to "Plain Text Format", pls advice. build : 7018 is this a bug ? pls advice.
Remove default product types
Hi, Is it possible to remove the following product types: access point printers routers switches workstations There is not any options to remove or rename them. I would like to custom a new set of product types. Thanks.
Feature Request: Backup Scheduler
Is it possible to add a function to allow the backup scheduler to keep (x) amount of backups i.e the last 14 days of backups and delete anything older so I dont have to keep going into it and doing it manually ?
System Log Viewer
Hi I really like SDP but what's the point of the System Log Viewer - it has to be the WORST thing I have ever seen (unless I'm using it wrongly). It does nothing more than telling you something has happened but it does not provide you with any detail. So if you get "Error Fetching Mail" for example - how are you supposed to further diagnose the issue if no additional info is given?!! Is there an actual system log (perhaps a txt file) somewhere that I can browse to see what the system's doing? Thanks
Servicedesk keeps crashing and restarting since 7020 hotfix
Hi Since updating to hotfix 7020 we have had problems with servicedesk crashing and restarting. This has got worse and are now at the point that it is unuseable. I have sent a support request through but can you please look into this asap as is preventing our department from functioning. Thanks Mike
how to send email to non technician
Hi, i want to send Change request info along with attachment to Non Technician, how to do it ? pls advice
CAB member cannot view attachment
Hi, i have a problem with attachment for CAB member. when i send it for approval, there attachment details are displayed and link disabled. how to enable such that they can view the attachment. my CAB member is not a Technician. our build : 7018 Pls advice on this.
Installing ServiceDesk on ubuntu Server
I would like to install ServiceDesk on Ubuntu Server (command line only, no GUI). Is this possible? If so how?
Purchase Order Changes
Hi Guys, I'm impressed with some of the new functionality of the PO Module, but there is a few things I'd like to have changed & added. I'm running SDP Version : 7.0.0 Build 7017 *When emailing a PO to Owner / Vendor, can this be changed to select either PDF or HTML format. We prefer PDF over HTML and saves double handling when we now have to convert them to PDF. It used to email PDF in a previous version. * When sending PO to Owner or Vendor, PO's do not show Part # - Saves us getting phone calls
Requester view of Dept's tickets overwritten
We are using build 7011. I have checked the box on the requester detail to indicate "User can view all requests for their Dept." This works correctly until an AD import is performed. The value is then overwritten and the check box cleared. Has anyone else encountered this issue, or has this been addressed in a subsequent hotfix?
Annual PO report
I need a report that lets me analyse the purchases made over a period (annual) so that I can report back on budget usage and likely future expenditure. The supplied Purchase reports give me the total cost associated with a PO but not the item descriptions, but I need a query that gives all the data (PO, vendor, item, quantity, cost per item, cost code, date of purchase). I haven't worked out the data model to allow me to generate this report, and judging from other custom queries there seems to be
Asset Workstation Deletion
Can't delete any workstations. Using 7.0 build 7020 Would like to delete the entire Windows Domain scan and start over, but it won't let me delete the domain either. FAILURE :Database exception while deleting Workstation. : Lock wait timeout exceeded; try restarting transaction Please report the problem to the system administrator, with the Error Code - 1,224,001,761,524. FAILURE :Issue while deleting the domains. Please report the problem to the system administrator, with the Error Code - 1,224,002,358,588.
Help Sorry ( i russian )
Русскоговрящие здесь есть!? вопрос кто нить пробывал этого зверя подвязывать к какому нить Php движку!?
Purchase Order Customization
Hi there Is there a way to customize the end Purchase Order? We need a document that states GST rather that Sales Tax. We also need to adjust it to meet our Corporate style. If it is currently possible could you please let me know the file that needs adjusting. Thanks, Willow
Question about new Enterprise edition features
I am currently looking at the trial version of the Enterprise edition, seeing what new features are available. I am trying to figure out how the new Problem and Change modules interact with the rest of the system. In particular, I am confused about how Requests and Problems are different. It appears they use the same categories and many of the same information fields on the new request/problem forms. How exactly do they differ from each other?
Server Classification
Server classification is a one of function on Service Desk. "Server classification - Servers can be classified separately from workstations. " This function means that I can make a Server assets which are same configuration with workstation on the left side resource menu? I tried to make it but I could only make a normal assets for server not like a workstation. How can I make a server assets which are same cofiguration as a workstation? I don't want to make server assessts with separate group using
FAILURE :Error occurred while deleting Technician.
FAILURE :Error occurred while deleting Technician. Please report the problem to the system administrator, with the Error Code - 1,223,998,466,876. I am attempting to remove a user from the technician list because they have left the company, and I need to add a new technician but our license only allows for 8 people total. Everything I have tried so far has not allowed me to remove them from the list. I have tried to edit their details, delete them as a requester, change them in the active directory,
Data migration from AssetExplorer to SDP
Is there any standard tool to migrate data from existing AssetExplorer installation, which I'm need to remove to an existing version of SDP? Thanks, Sergey 'dreik' Kolesnik
SDP javaw.exe @75-90%, SDP very slow
Hello, as I wrote in another thread I tried to setup our production environment and had to stop the rollout. I installed SDP 7.0 and the javaw.exe is always @ 75%+. Web access is slow and would be unacceptable slow when 500+ users would try to use SDP. I installed 7020 but that doesnt made a difference. I am not sure, if I had this while evaluating the product, anyway... we cannot use it at this moment. Windows 2003 R2 Standard German on IBM Blade 8843 1 Xeon 2,8 GB with 2GB RAM MSSQL 2005 Standard
Can no longer import image in 'Self-Service Portal Settings'
Hi. This is specifically for the custom image for the session, not the logon screen image. I successfully imported different images before, but now it doesn't work anymore. This happened after importing an animated gif which was larger than the stated maximum. Did I break the poor thing? steven
Request Template with Resolution
I have created a request template with a resolution completed already. When a technician logs a request then the resolution is visible in the help desk request. When a normal user logs a request using the template they can see the request part but the resolution does not appear. Is there any way to edit the request template so that when a normal user logs a request the the solution is already there? Thanks, JP
report
how can i generate a report on the total number of calls logged in the helpdesk created time as the current month and how many of them were closed within the due by time given.
New Request opens old request!! Please help!!
Hi, When I am in Request list view, if I click in the New Request button rather than the link at the top, it opens the last request that I raised instead of a blank request form. Any ideas? Thanks, Davey
Email Notification - Technician/Creator/Requestor
Hi. I am semi new to using Service Desk Plus and I have come across an email notification issue that seems very 'unlogical' to me and I was wondering if there is a way to change or manipulate the rules of notification (or if it is even an issue at all). Here is my problem: Say for instance 'Joe' (at the help desk) creates a new request. Joe is also the technician and the requestor. Once he "adds the request" (or submits) Joe gets an email that he has a request... Why, if Joe is the requestor, the
Citrix and Authentication
Hi We have configured SD to have pass through AD authentication. When a user launches IE on their desktop and accesses SD this works fine. However, when they follow the link in an email confirming them of their request they are challenged and required to enter their credentials. The only difference between the two is that the user would be accessing their Outlook client via Citrix and would be running a local instance of IE. Can anyone suggest why this might be the case?
ssl gateway issue
Hi, we have recently updated to the latest version of SDP. We are receiving an exception error when a user clicks on create new request link. the error is "Exception occurred when executing post invoke script SDP_CreateHTMLArea('HTMLDesc') Msg: 'HTMLArea' is undefined" Can you please provide some guidence as to what I should be looking for to resolve this issue ? Thanks in advance Michael Grocott
Problem in Workstation scanning.
Dear SDP support teams, Problem in Workstation scanning. I found that the error message "Either access denied for the user or the remote DCOM option might be disabled in the workstation. ". So I test as follows. I test from step1 to step 6. But I failed a test. Also I attached a support file. So I want solution. Thank you in advance for help me. Ko Young Suk Telemant Corp (Exclusive Service Distributer)
Deleting Patch-Directory "Path or Filename too long&quo
Hello, while setting up the production environment I have encountered this problem: I wanted to install a fresh copy and so I uninstalled SDP with SP 7020 applied. I noticed, that after finishing the unstall-process some directories were left. I tried to delete them, but I got an error, telling me, that the "path / filename is too long". This directory "E:\AdventNet\ME\ServiceDesk\Patch" wasnt deleted. I had to shorten some directory names and then the structure was successfully deleted. Using this
Cannot Associate a user to a monitor
In the last build 7019 I was able to link a user with the monitor, and also associate the workstation with the screen using Connection Relationship, and link the user to the monitor using Usage Relationship. But after the update I could not do that anymore, there is no Relationship under the components assets, however it used to be before in 7019.. I need that urgently .
SD 7 and SQL 2005
Does SD support SQL 2005 connectivity? Anyone try/have this in production? I am currently running in a SQL 2000 environment. Joe
Check-box + Close button = not closed
Hi. When on the 'Requests' tab, it seems like I'm supposed to be able to check the check box to the left of an open case, and click the 'Close' button up near the top of the window to close that case. However, when I do this (even though I comply with the little "Close Authorized" pop-up), it never closes the case....status remains 'Open'. Of course, when I go in to close a case from within the case it self, it closes just fine; just not from the list. How does this work for others? steven
Server won't start after update to 7020
The update said it completed successfully, but now it will not get past "Application Layer Started" in the splash screen. I tried to do an install of the hotfix but it says it is not supported.
I'm newbie here
Hello! I'm Crystal. I am almost 16. :) I guess forums.adventnet.com - wonderful name for this site! ;) It is so interestingly here, especially in "ServiceDesk Plus" category. I was surfed about 2 hours before found this site. I think i'll be here for a long time! :-*
CRM for iPhone!!!
When will customizable CRM come to the iPhone?
Survey Questions available in Multi language
Since SD+ has language support, the survey module should also have multi-langauage ability. Translating the questions would be on the ADMIN to do so, but the option for the user to take the survey in their own language should be available.
Resource CSV Import Wizard - Additional Asset Fields?
I'm exporting data from our old asset management system and merging the data with what is already detected in SDPlus. I've created some Additional Asset fields for X and Y coordinate of the machine on the plant floor, but it doesn't seem that the wizard picks these up to be able to import to. Is there any way through the UI to import these? Or must I try and do an UPDATE SQL query to the database if I can find where this data is?
Default due date for requests
Can I change the default due date for requests submitted via email? It doesn't seem to matter what the default priority is and associated SLA, the due date is always 26 hours from the time submitted. I would like any requests submitted within the last 12 hours to show up under "requests due today" on the home screen, instead of just open requests.
request tracked link address error
I install SDP on VM server01, MSSQL database on actual server02, all running is ok, but because of speed is slow so I backup data and unistall SDP on server01, then reinstall on actual server03, restore data from backup file, running no problem, but one issues is when I create a new request, the request tracked link address in requester received mail is old server server01:8080, not current running server server03, how to correct configuration? Regards, Davis
Custom report for licenses
I would like to create a custom report for licenses that shows the number of licenses purchased, the number in use and the purchase date when the licenses were purchased. Has anyone found a solution for this? We are looking strongly at SDP to replace our current Track-IT install and this will go a long way in helping us do that.
Send mail based on Priority/ Impact or Urgency
In our process, we need the feature like these: 1. First: if a high priority (or high impact/urgency) is created in SDPlus, SDplus will send an email to notify the Boss (or even somebody) automatically 2. If an request is overdue (or isn't resolved on time), SDplus send an email to notify the Boss (or even somebody) automatically I tried Business Rules and Notification Rules before but not found anyway (action) to send an email based on Business Rules criteria. Would you please help me to config
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