Custom mysql query
Is it possible to get a list with all computers that have failed inventory scan status the last 3 times? I�m interested in those computers that continually fails, that will give me some hints in troubleshooting either the computer or if it is inactive I can remove it from the domain. Regards Stefan
limit technicians access
I am trying to configure technician accounts so they have full access to only requests that are assigned to them and to the solutions database. I have been unsuccessful, any help would be appreciated. Thank you David
multiple mail recipeentes in reports
Hi is it possoble to shedule a report to multiple mail recepients separeted by commas or something else?
Importing accounts / users from ActiveDirectory
(Version 7.0.0, build 7012) Hello, Our company has quite a few records in AD. I only want to import a selection of these accounts (belonging to a specific (sub)company) and not the whole AD. I don't see no option to do this. Is it possible? If so, how? Awaiting your feedback, thanks in advance E. Wijnstra
Details of next hotfix ( 7013? )
In announcement section http://forums.adventnet.com/viewtopic.php?t=537411 Regards, Andy
Questions about assests in SDP
Hi I have some questions I would like to see if there are any answers out here to. 1. We have several IT assets listed. I would like to change the "Vendor Name" from "Not Assigned" to the correct vendor. (e.g. HP, or Dell) Is there any way that I can change multiple assets at one time instead of having to perform this change on an asset per asset basis? 2. Is there anyway to take an item entered into a Purchase Order as an IT Asset, and change it to a Non-IT Asset without having to delete it? The
Disable Hyperlinks just on Reports
Hi Adventnet, Been trying to disable hyperlinks when creating reports, were posting these reports daily, but want to disable the hyperlinks so that users cannot access the tickets. query of report: SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',wo.CREATEDTIME 'Created Time',wo.DUEBYTIME 'Dueby Time',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Link c:\ folders to assets
Hi, Does anyone know how to link specific folders in the c:\ to an asset? Thanks!
Searching for requests
This may well seem like a stupid question, but hey I need to ask it(I think) I know I can click the search icon at the end of the request list view headers and search via column, but I would like to know how to search without having to choose in the filter the closed requests, of which we have over 4000, which requires me also to change "refresh this page" to something greater than 5 minutes for fear of a refresh during loading. I need to know status of some jobs, and am not sure if they are closed,
Workstation Audit not running
I've been trying to setup a workstation audit schedule, but it doesn't seem to run. I've searched all posts with audit in them and haven't found a post that had a fix. I did see mentioned in one post that somewhere it shows when the next audit will run. Where is that listed? On the Audit Settings page? I've setup all kinds of audit senarios and none of them run.
business rules - assigning categories to groups
Hiya, My question posed quickly: at what point are business rules applied? My problem in detail: I'm evaluating the software for potential use by our service desk and support departments. Our defined Category/Sub-Cat/Items would all be mapped to a service, so when the request is categorised it should go to the relevant group for the service owners. We want the techs to have a queue of requests relevant to them and pick up the highest priority unassigned request. We allow request submission by phone,
logging time spent
I am trying to keep track of actual time spent on a request using just the work log. but running the report records additonal time because it is submitted as open and records much more additional time. Is there a way to turn off the timer so i can use just the work log hours.
Replies creating new tickets
I've noticed recently that our system is creating new tickets on replies, rather than appending the current ticket. I've checked, and the subject line does contain ##SRID##, but even with that, a new ticket is created. Now I know that this was working at one time. I was wondering if something about our rules are messing something up, but I don't see what would. We are on 7.0.0 build 7011. Has anyone else seen this? Is this anything that's been changed in 7012 - I see that's out now. Any information
Receive items in PO
How to receive items in purchase order if owner another people, how leaved company? When I choose Receive Items in Action drop-down menu no any changes.
Work log final format to match text entry paragraphing
The entry format for a work log allows for new lines, but once the entry has been made and is displayed within the call ll new lines are lost. This makes it difficult to enter detailed information, or rather to read any detailed entries.
Add "My Details" for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
scanned software
hi guys i just want to check..is it possible to set the scanning of software from the registry rather than from the control panel?? 'cos we have many applications in oracle which would never be scanned in the software assets simply b'cos they are not listed in the control panel add/remove programs. however, we have them in the registry..so is there any way i can get to scan by the latter 'cos the software assets would never be accurate in an environment where oracle is the main appln used. ne workaround
Bring Solutions display in line with Windows folder sorting
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Purchase Order Custom Fields
Hi... My is using SD+ 6.0.0.12, and we need to add some fields to the Purchase Order form. I read in a different topic that this has been added to SD+, but I haven't seen it. Can it be done, or is is still in development? One of our techs would like to add an account# field to the form. Thanks. AndyW
Secondary sorting
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Smarter date order/sorting
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
Error Notice when requesters submit new request via web-form
Hi, I'm running SD+ 7.0.0 Build 7012, with MySQL I have all requesters imported successfully from AD with associated assets, but when users try to submit a new Request via web-form, a notice dialog pops up saying "Requester name does not exist", if the user goes ahead and clicks "Ok", the request gets posted, but I've noticed that this notice keeps coming up every time a user tries to submit a request via web-form. Any ideas on what could be wrong?
Service Desk Self-Service Feature Request
I am a big fan of your software, I think it's absolutely fantastic with a price that is extremely good. Now on to my question/request. I was wondering if in the Self-Service portion of the ServiceDesk Plus if there is any future development plans for a feature for users to unlock there own Windows logon accounts. I know there is other software, I'll use Numara Track-IT as an example, that allows you to do this. Anyways, I just think this would be a great add-on to the Self-Service Portion of ServiceDesk
requests format starting <!--[endif]-->
Hi gang We have a series of random requests where we cannot view the conten of the request. the common factor all of them is when we can eventually read the request, the first line of the request body is: "<!--[endif]--> " Has anyone else seen this, or tell us who to get rid ot it. the result is basically a nn-searchable, hard to edit, corrupt job. Cheers. oh, we are on Version : 6.0.0, Build Number : 6014 (version upgrade planned).
Priority Matrix functionality appears to have changed - 7012
With the implementation of 7012 I have noticed that the way the priority matrix is implemented when creating a request has changed. We have our matrix set so that techs can override. With build 7011 when the entered the Urgency and Impact the priority was defaulted in for them. With 7012 this doesn't happen, it just gets left. To me it appears that 7012 is broken in this area now. Can this be confirmed as a break and when the pre 7012 functionality will be restored or advised how I should set it
Problem with german umlaut in mailattachments
Hi, I have many requests with attached eMails. With the german version of SDP we have the Pproblem, that with the first opening of an eMail-attachment, the german umlaut is displayed correctly. However, when I reopen the mail-attachment, all german umlaut are corrupted (see attached screenshots) I use IE 6.0 with Windows XP prof SP2 It works again after closing IE and reopening IE again. It is really annoying. Can anyone help? Juergen
SLA configuration
Have noticed 2 problems with the SLAs First, you cannot delete an SLA you have made if you used it anywhere. It gives an error saying that it is in use. This is a problem if we create an SLA, then change it or no longer offer it. Also, the longest response available when configuring the SLA is 23 hours, 59 minutes. Our SLAs call for a variety of times, from urgent (1 hour response) to a 48 hour response time for non-urgent issues. We need a way to set times longer than 24 hours.
Email fetching Problem
Hi there; I cannot start fetching service, all settings was okay. the fetching stopped as soon as I start it. I restart the whole server without any result Plz advice
Replies to and from requesters
We have noticed that since upgrading to 7012, if a reply comes in from a requester to an email sent by ServiceDesk, then SD sends a reply back (Acknowledge requester by email on receipt of the email reply) message )which turns off the red envelope on the top screen, thereby we are not alerted that the reply has arrived. Also, prior to 7012 we had the reply turned off, upgrading to 7012 seems to have turned this on. Apologies if this has been covered in another post, I checked but I couldn't see it.
Error when trying to view Approval request
Hi, We are receiving this error often when approvers are clicking on the link to reject or recommend. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345)
SLA (Respond vs. Close)
SLA's normally dictate the time in which a technician should make contact with the requester once a service request has been submitted. By using the SLA feature to dictate the time to close a service request, alone, does not adequately control the full SLA. The following modifications should be made to the SLA section: 1. Create a "Response" tab & "Closure" tab 2. Move the existing escalation steps to the "Closure" tab 3. In the "Response" & "Closure" tab, add a checkbox to enable/disable either
Push surveys
In addition to the automated survey options, it would be incredibly helpful to have a "Send Survey now!" button which can be used to distribute your current survey to an e-mail address of your choice.
Cannot Delete SLA
I have an unused SLA in our database that I cannot delete, the error it gives is: FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,201,910,304,968.
a nick is required with bbcode does not retrace one's steps
Hay take delight to conceive of with BBcode for me does not refashion out to spawn references to the absorbing pictures and video on the topic. Or scrap down affiliation on this topic
documentation of tables database
Hi, I�m working of service Desk 7.0 Enterprise. I would like to know, are where stored the history of allocations and reallocations of the requests in the tables of database? Thanks & Regards I. Delgado Especialista del Producto :D
Request closing rules
One of our custom fields is: Cause of error/job request This is a custom field with a drop down box with a list of various reasons for the cause of the problem. As it is a drop down list, one of the entries is the default - in our case it is a "-". We have a closing rule that says that there must be an entry in this field, but as it is a drop down box with a default it will never be empty. Can the close be made so that it is condictional? In our case conditional that it isn't the default, although
computer monitoring software
Hi And What computer monitoring software do you prefer? I think that nowadays it is hard to find computer software monitoring wich will suite you.. What can you reccomend? G'tenebriousness
Email notify a requester / user when notes or time is added
Hi Adventnet, I was wondering, we have just turned on notifications to our users, but when I add notes or add time to a request, the requester is not updated by email? Surely there is an option for this? Currently it is only emailing the requester when a request is created, a resolution is posted or the request is closed? How can we have it so they get emailed when notes are added or time is added? Many thanks, Jon Clayton.
DST Timezone problem
Hi All, The time that the calls are coming in are incorrect. There was a change to DST where it was delayed by a week therefore a call that is coming in at 4:30pm is being tagged at 3:30pm. Where does SD get the time for the call when it picks it up out of the mailbox? And please tell me that there is a quick fix to the problem. Cheers Brett
Issues and questions
Questions I have been asked about this product I need resolved 1) Do the business rules process emails fields as plain text, meaning I have to take into account HTML formatting when creating my business rule. 2) How do I use a comma in a business rule (escape character). 3) Is there a patch for the web UI that will understand timezone offsets, especially considering the backend database is storing the EPOCH time as UTC.
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