New Request - cant manually populate contact number and dept
When creating a new request, the contact phone number and dept fields are greyed out. I can see that when I select the name under requestor details, it will pre-populate these two fields 'If the information was present within the active Directory that I synched into my SDP'. This is fine for calls from people within THIS Active Directory. However, we have a number of users who reside outside this AD (or any AD that I could synch with - no WAN link) who we still have to provide certain aspects of
Help! Unable to complete db restore in build 7013.
I have recently tried to update to build 7015 but it failed halfway through and rolled back. Then the SD server wouldn't start even though I ensured the stopdb.bat had been run before clicking on the icon to start sd. We ended up re-installed sd, updating to build 7013 (this version was the one we last took a backup from) and tried the restore. However, at the end of the restore process we get the error shown in the attached picture. I have tried two different backup files but I get the same problem
Workstation IP Query
Can someone help me write the following query reports (I have no idea what I'm doing )? Workstation: IP, Resource Name, Department, Site, MAC Address (sorted by IP) & Workstation: MAC Address, Resource Name, Department, Site, IP (sorted by MAC Address) Thanks, Nate
Clearer Visibility of Link To Problem or Change From Incident Page
At present, whilst looking at an incident page, it is not clear if that incident in linked to a problem or change without selecting the drop down options for problem, change or actions. If a technician is not aware of any related problems or changes, they may not think to check those places to see and attempt to resolve the incident seperately. I would like to see a simple indication that said incident/request is linked without the need to use any menu options, i.e. by adding a number next to the
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routing change request approvals
is it possible to do the following: - automatically have a request generate a change if it is required - then automatically route change requests (one after the other) for approval and not allow any changes to the request except by the one it is currently routed to? - then once the change is complete, have the change and request automatically resolved once something is placed in the resolution field? we are needing an automated process for change management as part of our DC certification. thanks
Unable to change Workstation Status from "In Store"
Hi, We've been using SD+ Pro 7 for a couple of months now (currently build 7004), and I have been having trouble getting the imported workstations marked as "In Use". No error is presented but the state remains constantly "In Store". I've tried Actions -> Modify State from the summary page, or from the Resource Summary, Resource State - In Store [change] yet neither of these seem to work. Interestingly, when the Assign / Associate window pops up from the Resource Summary window, it shows Asset is
Deleting Request does not remove the attachment
Hi I have a number of requests with attachments that I do not need any more. If I delete the request it does not remove the attachment which means my database and backup are just getting bigger and bigger. Having asked about tidying up the database after deletions I was given this:- c:\Adventnet\Me\servicedesk\Mysql\Bin>mysql.exe -u root -P 33366 servicedesk Mysql> delete from aaaaccsession; Mysql> delete from auditrecord; Mysql> delete from recentitems; Mysql> delete from errorlog; When we delete
edit variable ServerAliasURL
Does anyone know how and where to edit the ServerAliasURL I have ServiceDesk Plus running inside and outside the FW with Proxy servers, but the notification messages send the actual server host name instead of the public one.
question about the survey
Is it possible to receive a notification when an user complete a survey? (by email for example). Because today, it's not possible to say when someone complete or not the survey (only when you go on the specific part on the appli). It's possible for us to track the comment added on the survey. Let me know.
Assets Scan question?
Hi, I'm currently evaluation ServiceDesk Plus, and I have some question during using it. 1. Can I avoid to scan some PC when I use "Windows Domain scan"? 2. Why I cannot scan any software in Linux PC? I have started SSH or Telnet service in my Linux. However, SD+ only scan hardware infomation. Best regards, Letter Lam
Automate emailing of changes to public folder
I'd like to automate the (body) text and actions of changes we undertake in SDP to a microsoft Exchange public folder. Long story as to why I need to do this (dont ask). Is there any functionality in SDP that would enable me to do this ?
Non-Imported Users Logging On
Hello All, SDP v7012, Users who have not been imported into the system can still logon. This was not the case prior to 7 I am in an environment where not all users of the domain should be able to logon to the system. What's the deal here? Why was this changed?
Forwarding Request leaves no history?
Am I missing something or does the action of forwarding a request not get logged anywhere? Is it possible to add this as a feature - at a minimum, I should be able to see on the history tab that I forwarded a request and to whom. It would be nice if the history also included any attachments that were sent.
Anonymous solutions portal access
Hi All, Can anyone tell me if its possible to allow anonymous access to the solutions portal and if so how? cheers Oh I'm on version 7.0.0 Build 7014
Support for PDA's / WIndows mobile deviced
Just wondering if anyone was using PDA's or windows mobule devices for technicians to comment and close tickets remotely. Any issues I should be aware of before we look to purchase the s/w. Thanks all.
7014 - New Change Calendar Views - Not working IE7
Thanks for the Change Calendar feature changes implemented in 7014. Seem to work fine in IE6 but don't appear to work under IE7. Just get a browser exclaimation mark in the bottom left status area, and the screen doesn't change/update. Regards, Andy
Persistent Support for web server using SD Plus
Hi, We are using SD plus as delivered with default web service and database. Like to enhance web server performance by turning on Persistent Support. Understand SD plus is using TomCat. Cannot find where is the config file for this. Appreciate advise from anyone Thanks and regards, Jupp
Approval For Solutions
At present it is possible for a technician to add a solution to the solutions database without anybody checking through to make sure it is accurate. This can lead to public solutions being made available that are not technicially accurate or suitably formatted to fit with the IT policies. I would like to see an option that can be set to enforce an approval process for solutions before they are entered into the solutions DB.
tasks database schema
I'm trying to develop some custom reports on the tasks area of ME, does anyone have a schema for this area of the database ? I have checked previous posts but not been able to find any schemas with relationships shown for this area. Many Thanks
Custom Report for "Solutions"
Has anyone created any custom reports for the "Solutions" data using Crystal that they would be willing to share? I need to create a report showing when the solution was entered, the author, category etc.. I am hoping someone has already culled through all the tables and done this already. Thanks in advance for any help you can give! Chris
Configure the link when open a ticket
Hi again, Can we configure the link when a user open a ticket? We have now a link like this: h**p://ucpfhds01:80/WorkOrder.do?woMode=viewWO&woID=4678 and we want like this: "Problem number 4878" It's possible? Best Regards,
Custom Notification e-mail
How can I adjust the e-mail notifications to include the "Created By" field?
Can I just update my license?
Can I just update my license on my build 6003 ServiceDesk Plus software? Then later deal with upgrading to the latest version? Or am I forced to upgrade with my new annual license? Thanks again for your time. Bob
Upgrading to the latest version from build 6003
Hi, I am new to this board. I am new to the ServiceDesk Plus software. I have a question about upgrading to the latest version from build 6003. I have attempted the upgrade path as detailed at manageengine.adventnet.com/products/service-desk/service-packs.html on a spare server, which will become our new HelpDesk Server. And well...the application stopped responding. It would begin the process of starting, but then would hang. I tried to uninstall the hotfix, but to no avail. I tried to proceed forward
Table header value not found, and other data failures.
What do the below errors mean? Could this bt the cause of SLA not working?Running ServiceDesk Plus Professional 7015 [11:21:46:247]|[05-13-2008]|[SYSOUT]|[INFO]|[20]|: Error !!!. Table header value not found for key - | [11:21:46:247]|[05-13-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[20]|: Error !!!. Table header value not found for key - | [11:21:46:247]|[05-13-2008]|[com.adventnet.servicedesk.helpdesk.workorder.action.WorkOrderColumnTransformer]|[SEVERE]|[20]|:
HTML Mail from Outlook does not display body of email
When I receive a HelpDesk request from someone using Outlook - and they send the email as HTML, I only get the subject line of their email in Helpdesk, no body of the email request.
Excel Formula for Asset Import
Does anybody have an Excel formula for the following please ? I have tested the import assets function in SDP. Works well except that usernames in our current system are stored as Joe Bloggs. In SDP they are stored as Bloggs, Joe. If I leave SDP to odrt this then it created new users. So I need an Excel formula that changes Joe Bloggs into Bloggs, Joe. Many thanks in advance.
Problems in asset module
Hi, I have some problems when i try to order the printers by name or model, i get an error: �Error has occurred during response. Please view the error window for more details� When I click OK opens a new window with an error �http status 500� with the information that i send in attachment. Can you help me? Best Regards
Thank you SDP team
Just to say Thanks for all the work that has been put in in recent months to move the product on and the volume of fixes and minor enhancements that have been added to the V7 product. Regards, Andy
Upgrading to the latest version from build 6003
Hi, I am new to the board. I am new to the ServiceDesk Plus software too. I am trying to upgrade to the latest version of the ServiceDesk Plus software from build 6003. I attempted the upgrade path as detailed at manageengine.adventnet.com/products/service-desk/service-packs.html on a spare server, which will become our new HelpDesk Server. And well...the application stopped responding. It would begin the process of starting, but then would hang. I tried to uninstall the hotfix, but to no avail.
Change planning
Hi everybody, Who can help me with the following. We have now an Excel sheet where we put on our changes. in the columns we have several steps to be taken. - Functional Design - Technical Design - Development - etc. In the fields the finish date is filled in, so we can see the status of all changes on one sheet. But we want to have this in SD+, can anyone help me with this. or does anyone have experience with the same setup? See in the attachment the excel file. Please let me know Jeroen
Unhook Global and Asset views from admin role
So far as I can see the Global View and Asset tabs on the Home screen are tied to the admin role, but these are very useful views for, say, IT management to be able to keep an eye on the overall situation. It would be handy to have these tied to some other permission.
Modifying $RequesterName in Ack E-mails
Hello... I have been tasked to try and modify the $RequesterName field in the acknowledgement e-mails that SD sends out. I see by the Requesters schema that the First_Name field is linked to the SDUser table. Is there anyway I can change it to be linked to the Middle_Name field? My knowledge of MySQL is growing daily and I have no problems with changing the database in any way. My knowledge of Java, however, is nonexistent. Any help you can give is greatly appreciated. Thanks. AndyW
after updating to 7015, assets associated with user is gone!
after i updated to 7015, in the new request, when i put in a requester name, the asset for the user used to populate by itself. now it doens't seem to be doing that? y?? however if you go to the request view, then you see his assets in the 'assets belonging to the user'? i was using 7011 and then i updated with 7015. is it ok? or should i have done 7012 'cos 7015 was just a hot fix??
Need CCNP Exam details
I am trying to start self study for CCNP. I've had a look at cisco website and it lists the requirements. So for this can anyone recommend a good self study guide.? and plse let me know what is the current version for the same? listed below, 642-901 BSCI Building Scalable Cisco Internetworks (BSCI) 642-812 BCMSN Building Cisco Multilayer Switched Networks (BCMSN) 642-825 ISCW Implementing Secure Converged Wide Area Networks (ISCW) 642-845 ONT Optimizing Converged Cisco Networks (ONT) Any other things
archiving old requests
Is there a way to archive old requests? For example we want to be able to archive requests that are over 1 year old. That way users will not have to sort through thousands of requests.
SD+ and IIS
I've read a few threads on this so far but I wanted to know if there's been any change to the information I've received. Is there/Will there be a way to install SD+ into IIS rather than running from the apache tomcat server? Cheers Dan
Create Hidden Category
The ability to create hidden category to be able to assign stuff like subscribed emails directly into that category without having requesters being able to choose that category.
Requester Email start with underscore _
Hi Support, Can you help me why does service desk not accepting emails starts with underscores(_)???..... Request Mode: Email so this means the user is sending a request via email not in portal thanks
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