Can SD+ use SMTP instead of POP3 or IMAP
Can this be done or if not will it be added soon!?
Notify third person when new reply or notes come
Hi, Is it possible to notify technician other than the ticket owner when there is new reply or notes added? meg93zhen
SDP 7.0.0 Build 7018 Open Issues
The following list of issues are open with SDP 7.0.0 build 7018. Some of these issues I have been reporting since build 7009. Are there "SDP" fix numbers associated with any of these problems that I may use to track against the patch readme files? NEWLY REPORTED (but not new in 7018): 1.) When a request is split from a parent request that is past due with respect to the SLA's defined, the priority of the newly-split request is not re-evaluated for SLA purposes causing reporting to incorrectly show
Upload / Attach Issue in 7018
Just installed ServiceDesk 7018. Users are reporting that attaching a file to a request gives a javascript error and doesn't upload the file. Steps to reproduce: Click "New Request" Click "Attach File" button Browse to a File Click "Attach File" button User gets a Javascript error: Line 48 Char 1 Error: Object doesn't support this property or method URL: <removed> /common/FileAttachment.jsp Anyone else experiencing this, and any ideas on resolution? We have one group of technicians that gets small
report wizard: offer Available Columns in Group By pulldown
I just submitted this Request for Feature: Features In Brief: Need Request Subject offered on Custom Reports, Tabular Reports module on Grouping page in the Group By pulldown. For that matter, offer anything that can be selected in the Available Columns panel of the Display Columns page. Description: The first report my manager wants is to see Time Spent, grouped by Request Subject, then Technician, subtotalling time per person, time per Request ticket. Cannot group by Subject and not even Request
Contract Sort Order
Hi - It seems that the contract sort order in 7.x has changed to alphabetical. Is there some way to change this back to chronological? It's much easier that way to review upcoming expirations. Even the "expiring in the next 30 days" selection is alphabetical. Am I missing a sort option? It looks like this is a feature that's been requested since 5.x. Thanks, Endaar
AD Pass-Through not working
Hi All, We just upgraded from 6.x to 7017. With AD Pass-Through disabled, login behavior is the same as in the prior version. With this setting enabled, when accessing SDP, we're prompted by a Windows login dialog. After entering that info, we are then brought to the SDP login screen. Clearly this isn't what should be happening. My understanding of pass-through authentication is that the site should automatically use the windows credentials of the logged-on user to log into SDP. Right now, with AD
Question about the hotfixes...
Hi, Actually i have SD 7 with hotfix 7009 and i want to know if i can jump from 7009 to 7018 or i need install the hotfixes one to one. thanks... Pablo Vicencio From Chile.
Mandatory Fields Settings for Problems / Changes
is it possible to have a customizer which for Problems / Changes? At the mean time, SD+ 7 do not available to set the mandatory fields for those
Solution Database
Hello My question is if they are exist any ready soloution database with common problems for Windows /Printer / Workstation etc.... I order to use it as a quick start for ServiceDesk Application Thanks
Customize view on Changes
Hi, Is there a way so I can make customized views on the Change list? For request it is already there. Can you implement this for Changes? Regards, Jeroen
outlook forms
we are using forms created through outlook (.oft) that users fill in and the automated form is sent to our inbox. Well the problem is when sdp fetches this email it generates an empty email. Only thing left is the "subject" field. Is there a fix for this problem.... btw my manager had me stop the mail fetching until we can get a workaround. Here is the form that our users complete and once sent they suppose to generate in our inbox.
Service Desk - Java
Service desk when running is maxing out my server, Mainly the Java that is running maxes it out. Regards, AC Aaron Carrier
Cannot Partially Received items on purchase order
After applying update to SD to version Build Number : 7017 we cannot fully Receive items. Also we cannot appove orders. Any ideas why Thanks
Outlok created forms emailed to portal
We have various forms created in Microsoft outlook which email perfectly OK to normal user accounts but when emailed to the Helpdesk Services portal the ticket is blank? The form in Outlook uses drop down mandatory boxes - these drop downs don't need to be included in the onward email but at the moment nothing travels across!!! How can the outlook form be successfully emailed to the portal? Thx
Issues to be fixed in Next HotFix
Here is the list of issues to be fixed in the next hotfix 1) CustomView's with filters based on "None" as one of the values in criteria not displayed properly. 2) Custom Views based on SubCategory or Item in the criteria list not shown properly. 3) Following notification problems during change recommendation and approval will be fixed. a) Recommendation notifications received from multiple cab members contain the same message. b) Some of the $[Variables] are not replaced properly in change notifications.
import licence info from another source
All of our licence information is held in another DB. Does the Asset part of SDP have the facility to import this data (perhaps in csv file format) in bulk from our existing Db - or do we have to enter each licence detail/certificate manually ? Thanks
Can you lock requests to stop others editing them?
Hi Is there a way of locking requests in order to stop other members of the team editing them at the same time We have had several instances where a request has been picked up by the same technician at the same time causing duplication of work Could a message be relayed indicating that the request has been opened by another member of the team or can be marked as read only? Many thanks in advance Reuben Loake Liz Earle Cosmetics
Reports on problems
When I'm running reports in SD, it doesn't give any option to calculate the total time spent on a problem (not elapsed time, but time actually spent on the project, as recorded in the work log). Can this be fixed?
Calling Adventnet Support From UK
Hello all, I have never managed to get to through to Adventnet Support by phone. I dial 00 91 925 965 6300 but always get through to what sounds like an automated voice message telling me that this number does not exist. Have tried this from work and from other lines. Do any of the UK customers use the same number successfully ? I have also tried other numbers listed on the site with the same or similar results.
error when trying to delete an SLA
i get this error when i try to delelte an SLA as administrator: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,214,729,149,116. pls help
Requester - additional fields
I have added a sub-department field for requesters. However, this field shows as 'Not assigned' when I run reports including this field, and no data is logged, even though I have populated it. Not all staff have a sub-department assigned, but the ones that do, don't show up. What am I doing wrong?
Request Templates issue
I am creating templates for common tasks such as setting up new users and like to have tasks listed in the Description and Resolution parts of the Template. For example, in Description I may have: Full Name: Department: Start Date: In Resolution I may have: Setup Windows & Exchange Account: Setup Personal Folder: Setup Computer Profile: Setup Desk Phone: If I as a technician create a new Request with this template everything is fine but if I try to create a new Request logged in as a standard Requester,
Option to trigger a survey
Include an option to trigger an Ad-Hoc survey manually to all users selected or existent in SDP user base. This will help other areas and departments in the organizations and increment the users inside to use the tool. For example, if we include the HR department as a service area, and the employees as technicians to receive request on HR issues, they can, then issues surveys like organizational Climate, or training evaluation, etc.
Granular Vacation spcification for technicians
In the working time module in Service Desk Plus, is very difficult for user and customers to follow up and to assign tickets if the technician is on vacation, all the tickets and task assigned to the technicians on vacation should be avoided and suggest to assign to other.
Date range in query report help
I have a couple query reports that I've created to show WOs that have been worked and WOs that haven't yet been touched. Management wants the date range for them to be: one for this week, and one for last week. They intend to run the report on Thursdays. So the current week report needs to show from last Thursday to the current day, and the previous week report needs to show from the Thursday before, to last Thursday. <from_thisweek>+259200 doesn't seem to be returning the correct date? Here's my
Public Website For Query Sharing
Is there a public website available anywhere for people to share the queries they've written? If not I think it would be a great idea to have one so we can all make use of queries generated by other users to save some of us working on the same objectives. What does the SD+ community think? Cheers John
SDP 7017 upgrade problem
Hi, I upgraded version 7014 to version 7017 and now the server hangs at "Application layer started" but never completes. This is an urgent problem. Please help. Thanks, John
Renewing Contract details and get error
I am renewing contract details, I put in a new Active Period, from to, and click on save. I then get the following error. FAILURE :Error while adding the Contract Details. Please report the problem to the system administrator, with the Error Code - 1,215,090,481,999 Can you advise please?
I want to modify font size.
Dear support-teams. I want to modify font size. Where do I modify? Thank you in advance for help me. Ko Young Suk. Telemant corp.
Reporting problem - total memory
There seems to be an issue with running reports and restricting the dataset by total memory. I ran a report to show me any machine with less than 768MB of RAM, which returned no rows. If I instead set a filter for total memory less than 804868 (768 * 1024) the report runs correctly. Seems to be a coversion error there...
Attachments not coming with email from HelpDesk
All of a sudden we are not receiving the attachments to emails from the Helpdesk. Is there a setting for this? Thank you, Andy
ServiceDesk HTML Templates?
I created and posted a few HTML based templates for the application. They display perfectly within the app until someone hits submit. THen things get all out of sort. Some of them the table spacing gets messed up, escpecially with FireFox users - then we also see HTML data in the request. (Mostly in the email notification of the request) Anyone else make templates of any kind that work reliably?
Upgrading from version 5 to the latest version w/o data loss
Hello everybody, We have been using the free version SD5 for a while now and it is filled with request that we cannot afford to lose. But as we are growing we have the need for more users etc, so we are thinking of buying the SD7 version. Now my question is; Is there a way to upgrade from SD5 to SD7 WITHOUT losing the data? Any help would be much appreciated! Greetings Joost
Error upgrading from 7012 to 7015
I get this error at 98% of the proccess. I stoped the service, then performed a backup and then updated the software like always, but it fails. build 7012 to 7015. Windows server. Even when i try to upgrade to 7013 or 7014, the same erorr occurs. Look at the pic for more info.
Preventative Maintenance Scheduling
Is there a way to edit the start date/time for a Preventative Maintenance task? As it stands now, it appears that it sets the start time to the time that you last created/edited the task. So for example, I'd like to be able create a PM task today, but not have it execute for the first time until August, and I would also like to be able to make edits to these tasks without it affecting the start/recurrence date. Is this possible?
Scan Switches get this err:"Connection 2 RPC server in
Dear support teams, I use Network scan to scan the switches in my network, and use "public" as communicating string, however, i get this error message "Connection to RPC server in the workstation failed." I also check on "IT Asset" -> "Routers" or "Switches" also cant find any from the list, it only shows up in "Workstation", but this is not "workstation" pls guide me how to get it right, thank you very much sukiangel.
SQL versus MySQL
What are the advantages to using MySql over MS SQL? It seems some paramters dont work or function well when using MS SQL. Any thoughts?
Using Purchase orders for Non Assets
Ok I am trialling using the purchase module and have a question for you all.... I am raising a p/o for the purchase and install of a wifi bridge so I have 2 assets the two wifi endpoints and lightning protectors plus I also have the professional service charge for the install/config... now for completeness I would like the p/o to detail all the order lines but can't really figure a way to add non-asset type products? what do you all do?
Can't add additional fields - No error code
Right now, I have 5 of the possible 12 text fields. They are Service Tag#, Express Service Tag, Location, Sim Card #, and Phone #. If I try to add a new one and hit save, the page will refresh and show the new field there until I navigate away and come back at which point it's missing. Anyone have any ideas? I'd post an error code or screenshot but there's really nothing to show. I'm using 7.0 Build 7011.
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