Business Rules
It there a way to apply a template based on a business rule? For example we have a category named User Administration which has a sub category of New user. I would like to apply a business rule that applies a new user template which has several tasks such as AD setup, Outlook setup and Meditech (our HCIS) setup. These tasks will always be required for every new account created. Thanks, Ron M
Help!: Where to get good antivirus?
Hi everyone� I have managed to get an virus in My PC� Now my computer is really slow and shows various pop-ups and stuff, what to do and how to get rid of them? I really would like to get some help because my PC is full of very important family pictures and stuff. Viruse name is TJ.Worm32.Heurestic � Please help!�
How to change name of SQL database
Hi, I would like to create a test setup with ServiceDesk Plus and a SQL database before the 7.5 version is released in order to ensure functionality. I've installed SD+ on a new server, but when i want to connect to a test database i've created from a backup of our production database, called Sandbox_ServiceDesk. I then run changedbserver.bat to connect the new installation to the sandbox database, but i cant change the name of the database to connect to... Can it really be true, that i need a completely
Alert Individual Technician when ticket is assigned
Is there a way to choose which Technicians get an email when a request is assigned to them, instead of every technician having this feature?
problem database schema
Do you have the complete schema diagram for the database tables for problems as I wish to be able to find the problem associated with each request thanks pete
html format of desc field
I generated a query from the custom reports section and I'm dropping that into report services to report on- One thing I notice is all the html formatting is displayed instead of just the description portion in the description field, is it possible to remove that? Or is there a sql formatting function or report services function someone has used to handle that? Thanks! E
Importing Assets does not populate the Asset Location Field
Hello I have reported this problem several months back. We have performed our extensive asset project and all data is now in .csv format. When testing the importing before the actual import takes place we find that the location field cannot be populated. All other fields seem to accept the data that we import. This is a problem as there is no point in having assets on the system if we don't know where they are located. I have had communication with your support who states that this is indeed a problem
SDP 7.0, build 7019 open issues
The following list of issues are open with SDP 7.0.0 build 7019. Some of these issues I have been reporting since build 7009. ALL PREVIOUSLY REPORTED: 1.) When a request is submitted via e-mail and the requester is subsequently changed, assets may not be changed using the pop-up screen view, only the drop down list view will work. 2.) There is no way to delete an asset connection relationship other than replacing it. This greatly limits the usefulness of this feature. For example, a relationship
Cannot add and cost centers
When I try to add a cost center I get an error.I have an example in a screen capture. no matter what I put in the required fields I get the same error. It tells me the cost center already exists.
connecting to mysql for SDP on Linux
I have tried to connect to mysql of SDP7.0 using the following command: /usr/local/AdventNet/ME/ServiceDesk/mysql/bin/mysqladmin -u root -P 33366 servicedesk and received the following error: /usr/local/AdventNet/ME/ServiceDesk/mysql/bin/mysqladmin: connect to server at 'localhost' failed error: 'Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)' Check that mysqld is running and that the socket: '/tmp/mysql.sock' exists! can you help thanks Pete
Resolved vs Closed
What's the difference/advantage of resolving tickets vs closing them?
Workstation is leased report
Hi I try to run the workstation is leased report, but I cannot find any method to do it. Can someone help?
Unable to delete request (1000 merged)
Hi, I have a request I am unable to delete - response is simply "Delete failed" This request was one of the "autoresponders creating thousands of tickets" types. Someone eventually figured out how to add to the spam rules (I was on holiday) to stop new requests, but the remaining requests have all been merged into one. I'm presuming I need a SQL script to accomplish this (MSSQL 2005). Thanks in advance. Dean
Technician data issue
When I changed the email address of one of our technicians and click save it holds the change. After a period of time the email address resets itself back the the incorrect email account. I have Service Desk running backups every night. It would seem as thought the backup is causing the reversion. Please advise
Asset Tracking furniture
Our Finance department wants to start using ServiceDesk to track building furniture. Before I commit to them, I wanted to confirm the licensing schema of ServiceDesk. We have a 1250 node license. Can you confirm that entering NON-IT assets into ServiceDesk will not use any licenses? Also, is there a way to create a custom 'furniture' Non-IT category? Thanks, Dave
IE 7 - Not opening ServiceDesk Plus client page.
Service desk cleint page is opening using Windows Vista IE 7. any help...............
Cannot Delete PO
I cannot delete a closed PO even though the assets have been deleted that were associated with that PO. I continually receive a "Purchase Order is being used by another module. Hence cannot delete it." error message.
Re-Open button on closed calls
Under the current version of ServiceDesk Plus, Requestors do not have the ability to easily Re-Open closed calls. The only known way is to send an email to the Helpdesk and include the job number of the closed call in the subject line. We have the need for the users (Requestors) whom the job was opened by to be able to re-open a call via SDP.
Report needed
I need some help creating a custom report. We are looking at our work hours being changed and we need to be able to justify if we will or not, so we need to see any requests from 12 am to 8 am, 8 am to 5 pm and 5 pm to 12 am seperated. It doesn't have to be much, just seperated into 3 fields displaying this, and a pie chart for the visually assisted that all companies have. This can be Crystal (8 or 11) or built in tools, we have both available.
Automatic initial response for letters without request ID
We want service desk to be able to send automatic answer to all senders and recipients of any email message which doesn't have Service Desk's request ID in it's subject. As a result each recipient wil have second copy of the letter with header containing request ID. We will answer to this secondary message. It will give us possiblility, to communicate exclusively by email, and have all our messages attached to the right requests automatically. Can somebody explain how to implement such behavior for
Scheduled reports not functioning
Hi, When scheduling an audit history by workstation report the PDF file that is attached to the email is blank. When manually running the report everything is fine and when schedueling other, non-audit, reports everything is also fine any ideas?
I am receiving a blank email on Contract that are Expiring
I am receiving a blank email on Contract that are Expiring. We have SDP Version : 7.0.0 Build 7018, This started about when we put Build 7016
Migration Solutions to Other Server
Dear, How to Migration Solutions from primary servicedesk server to other servicedesk server all at once ? Regard
SQL report for workstation audit history.
Hello. We have ServiceDesk running against a MSSQL backend. There is a bug where the audit reporting does not work against MSSQL. Is there a way that I can get this information through a Custom Query Report? I am looking to report all changes (history) for a month against every workstation. If this is possible, can you give me a sample query to do this? Thanks. Dave
Hide columns displayed by default in the request's list
I am trying to hide some of the columns that a requestor can view by default in the request's list, with no lack so far. Can anyone help? Thank you
Many Tag Lost after upgraded from version 6 to 7
Dear Sir, I have lost many tags in SDP7, for example, Inventory, Purchase, Asset......etc. I already put many data with SDP6. Please help.
Very Urgent Problem
I've tried to update my service desk 7015 to 7019, like I've updated before other versions, but this time the update gave me an error, and after that error I never more could start service desk service. So as I've a full backup from my database I decided to made a clean installation of the service desk 7019. Now I have the 7019 installed and working but I couldn't import my backup. I believe that's because the backup I have is for the 7015 version. So I need help importing the backup to this new
7019 Hotfix - Unable to close change - Impact required
Appears to be an issue with build 7019 and closing changes. Our rules require IMPACT to be entered. Correctly when it isn't populated you can't close and it advsies you. However with 7019 we don't appear to be able to close any change even when the impact is completed, it stil reports that IMPACT is required. The only workaround is to take out IMPACT as a required field. Can this be resolved directly please. Regards, Andy
Separate "PO" from "REQUISITION"
Calling everything in the process a "Purchase Order" is very confusing. There is a requisition from the user, and that should be in the drop down list. The system could then convert requisitions to PO's, but having the workflow start with creating a PO is not ideal.
Completed Requests by Department Report
I am running this report to determine the departments within our business that are sending requests, however each month about 30% of reqests are coming up as Unassigned, however if I check AD and the Department field of the Organization Tab, and they are all fine. Help this is annoying me, because I have to manually check 700+ supposedly unassigned requesters and add them to one of maybe 50 offices before repoirting to the CIO, whereby we charge these departments based on usage of SD+ and IT services.
Populating custom field pick list from file
Hi all! We are evaluating SDP and we would like to populate a custom field we defined for the resources and the workstation with a list of values (in the hundreds). We did not see any way to import the values from the admin panel where the custom field is defined. As we don't obviously want to enter them one by one, we were trying to find where the list is stored in the database. We have found the schema for most of the main object's category (from the query builder in the Reports section) but we
ServiceDesk+ and SupportCenter integration?
Hi I�m currently reviewing both SD and SC. Our business requirements actually span both products. We like SC for its good functions for our customer help desk to address our customer�s needs, but we lack the much appreciated ITIL framework. It also contains a good customer web portal. SD on the other hand covers most of our internal needs with a good ITIL framework but lacks any possibility to use it for customer support. Our customer support works closely together with the infrastructure team and
Mail Fetch Issues - New Tickets not being created, etc
Running 7.0.0 Build 7011 Service Desk Plus Recently ran into an issue with the Mail Fetching. There are 2 issues but they seem to go hand in hand. When an email is sent to the mailbox that ServiceDesk monitors it will grab the email, and then send a notification that a ticket has been created but the ticket # it provides is an old ticket number that has been used, and when we view the old ticket # the email that it grabbed wasn't added to that ticket, but it just seems the email goes into a void.
Converting number to date time
Date and TIme information is stored in MySql as a number. Does anyone know the formula for converting the number to a dateTIme format. (i.e. 1186673131671.00 to mm-dd-yyyy, XX:XX AM)
Searching a duplicated request number
When we merge 2 or more requests that are similar or the same, we are not able to search for the request that has become the child request, only the parent request number. The customer can click on link that has been sent to them by SD+ and request opens though. Is this for a reason, or am I supposed to enable something in SD+?? Let me know
upgrade from 6014 to 7018 and move to new server
hi in the last week i build a new server to move service desk 6014 from an older server to this new server and then to test the upgrade. the move from old to new server on version 6014 worked fine. i ran into a problem where some of my asset names were too long which caused the upgrade to version 7 to fail (service desk support helped me out with this one, thank you!) after modifying the asset names i upgraded to version 7 and then to 7018 (just read 7019 came out ) and this is now working and am
Yearly closed report by month
Hello, I would like to create a report that shows a bar graph per month, showing total number of tickets closed for the month. There should be 12 bars. Im not an SQL person, and I have tried to do it through the GUI, but I cant figure it out. Anyone wanna help? :-) Thanks! ben
7019 will not install
Hi, We're running 7018 and attempting to upgrade to 7019. The upgrade will go through what appears to be the entire process - it takes a while - and then with no warning will throw an "error - uninstalling." I'll paste the log file below but it doesn't seem to be of much use. What's (potentially) worse is that the product will not start up after the failed install. The startup seems to never finish "Application layer started," although the progress bar (well, the periods that display) continues to
Notification Rules after Update
After the Update 7018 to 7019 the notifications are not working. Is this normal? This is a very Urgente matter our technicians and requesters aren't receving any mail's from helpdesk, only thoes "forced" In the Request then Reply the Technician.
Problems with Survey
Hi, I am running 7019 buid of SD+ with IE 7 Regarding the Surveys we have the following problems and questions: 1. How to insert an space between welcome and the username?! I have seen other threads regarding this issue and no workaround or fix found. It was supposed to be fixed in one of the previous hotfixes, but they have forgotten! 2. How to modify the message below the Welcome text?, seems like they are hardcoded. the message i want to modify is "Please help us to improve our service by participating
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