Agent to solve audit issues
Hello, Some times is impossible to audit machines that have installed Norton or Viruscan. So, it will be very important in these cases the possibility to install an agent to solve this problem. Regards,
More than one level of approval
Is there any way to automate more than one level of approval request. If not can we include the first approved history when send or approval to the second approver.
Hidden fields not hidden to requesters
We have created an extra field called "Dev Team Member", and have not ticked any of the options (Mandatory field, requester can set, requester can view). We will be using this field to show who in the Development team is currently working on it (We are not using technicians for the same reasons as stated below). However, this field will ONLY be used by technicians as under NO circumstances do we want the end requester to know who in the development is dealing with the incident, as they are then able
Automatic overdue (due date) problem
Somehow all my tickets are getting a default due date of 10 minutes after the submitted time. I've looked everywhere and can't find where to change this. I am sure its something simple. Anyone?
Filters for narrowing down Request list are broken
I am using SD+ 7 7011. Filters are broken so you can't list Requests using criteria very well at all. As soon as you add more than one condition (i.e. all Requests that are 'In Progress' and are not 'FinanceDept') you get completely random results. This is causing us big problems because we are unable to filter our Requests list and therefore have a long list of Requests that are unmanageable. SD+ 7 is an enterprise product so it is important that we can filter the large number of Requests that come
Restore production data -> MySQL unresponsive
We have a production server running build 6011 and want to upgrade to 7000+, so I set up a test environment. I prepared a virtual machine with build 6011, I first installed build 6000 and updated that one to 6011 with servicepack 33. Next step is restoring the production data to the the test environment. When I do that and restart the ServiceDesk al seems to work fine. After a few minutes the ServiceDesk becomes unresponsive and the eventlog shows that the mysql daemon hung. Why o why is MySQL crashing
Upgrade SD6 to SD7
I'm unable to migrate to SD7 from SD6 sp15. Following error : Microsoft Windows [version 5.2.3790] (C) Copyright 1985-2003 Microsoft Corp. C:\Documents and Settings\Administrateur.GIP-NET>cd \ C:\>cd adventnet C:\AdventNet>cd me C:\AdventNet\ME>cd bin Le chemin d'acc�s sp�cifi� est introuvable. C:\AdventNet\ME>cd servicedesk C:\AdventNet\ME\ServiceDesk>cd bin C:\AdventNet\ME\ServiceDesk\bin>updatemanager 14 mars 2008 12:43:57 com.adventnet.servicedesk.updatemgr.util.SDPreProcessor <i nit> GRAVE:
Build 7011 New Request requester display issue
When a requester is newly imported from Active Directory and a new request is then created for this requester, the phone number and department data will not populate on the new request screen. For old users, this will populate correctly. Once the new request is saved, the request will show the phone and department correctly. Please advise on repair.
UK Dictionary required
Default dictionary is US, I would like to use UK dictionary Can this be achieved in the current release? can the feature be added please? Phil.W
"Created Date" still off an hour after DST change
After Sunday's switch to Daylight Saving Time, the "Created Date" of all tickets created this morning are an hour behind. The server time is correct, and the time shown in the ServiceDesk GUI is also correct. (7.0.0, build 7011)
How close all incidents, attached to problem?
I have a resolved problem with attached incidents (tickets). Incidents in status "Open". I don't wanna close this incidents one by one, seeking his from all incidents list. I want close all incidents attached to this problem at the same time. It's possible? How i can do it?
Server attach files
Hi, We have more than a thousand employees in our company. And we are observing that the attach in the calls, this filed being occupying space in the server. Exists some form to transfer these archives to another place ? without the SDPlus has future problems case is necessary the consultation of this archive? Which the procedure for this case? Thanks. Att Silveira
Is it posible to transform Local User to AD-User???
Hello, i have a question. Is it possible to transform a "local User" to an AD-User? Or transfer all the old tickets from one user to another? Greetings Hilbl
Form Customization / Additional field
In the 7.5 release of SD+ we are promised form customization, which is great. However, we have a need to have a field that links to a purchase order(s). We could create an additional field to store these values but it would be nice to have a hyperlink to the PO itself so we have a direct link. It would also be nice in the PO to have a field or area that shows that the equipment ordered in this PO is linked to this Request. This may fall under the ITIL standard somewhere along the line and would allow
Public/private domains bug
I believe this has been mentioned before, but I don't think it was ever addressed and fixed. There is a bug in the display of Windows domains in the "Windows Domain Scan" settings. The problem is that several of the domain names that are set to private are being shown in the list as public. If you bring up the settings for them, and even check the setting in the database, they are indeed private, but they display as public. The split seems to come with the one single domain name I have set as public.
Annoying "feature" in build 7011
If you set the priority, and then change the urgency, the priority field gets wiped. If you are not careful it is easy to overlook this and create/save the incident anyway. Can you please ensure this is fixed in the next release? Many thanks
Workstation- additional fields not updating
We have recently upgraded to the latest version of servicedesk (build 7011). I have tried to add some additional fields in the workstation - additional fields within the admin section. It seems to work but i cannot edit these fileds or delete them once they have been created!? I have deleted the label and description and clicked on save but the field is still there for the workstation. Is there another way to do this? If not is it a problem that can be fixed in latest releases?
SD+ 7011 and IIS Admin Service on 2003
We're running SD+ 7011 with MSSQL on a 2003 Standard Edition box (Core 2 DUO, 2GB RAM, 10K RPM HD) and when we reboot the server, ServiceDesk will not start. I called tech support and found out that there was a conflict between Service Desk (manage engine ServiceDesk service) and the IIS Admin service. When Service Desk launches, it says there is another process using port 80 and refuses to start. Tech support told me to disable the IIS admin service, which we did because this server only has Service
Third party tools to access the MySQL database
For SDP can we use 3rd party tools like Microsoft Access to login the database is there any password or username required?
Table Display on Crystal Report
I have created an ODBC connection to the database and I am using crystal report to generate reports. But when I establish connection NO TABLES ARE DISPLAYED IN CRYSTAL REPORT. Can some help. I have looked at all documentations and followed the step, but tables donot display. Thanks Emmanuel EPA Region 7
SD6 Email Fetch Error - Connection timeout
Hello, We have just started to experience an issue with service desk (Build 6010) where the email fetch fails. It last imported at 10:40 am. We have stopped the fetch, and pressing SAVE displays the error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. We have restarted the machine that SD lives on but this didnt resolve the issue. The log serverout0.txt has the following entries: [13:18:21:597]|[03-17-2008]|[SYSOUT]|[INFO]|[18]|:
Reopened requests report
Hi Does anyone know how to do a report on reopened requests. This is quite important as highlights the number of jobs that need to be reworked but cannot see any of the built in reports that can do this. Have looked at creating a custom report but you do not get an option to report against the requests history. Any help would be greatly appreciated. Regards Mike
Another bug! Import users via CSV loses department setting
How the hell does AdventNEt testing procedure work? Do they even have one?? I have just imported over 400 users into SDP 7011 by using the import from CSV option, as well as updating peoples departments (Just changing department from one to another) However, I have just got inundated with calls, to say that those users who used to be able to see all requests from all people in their department, to say that they no longer had this functionality. I can confirm that the users who had this option ticked,
Amending Change Request default field names
In the new change form, there are two field titles: Scheduled Start Time and Scheduled End Time. I would like to rename these to Date completed in Dev, and Date completed in Test. Can anyone tell me how to go about this please?
Allocating Licenses - best practice / how-to?
This is a good time to mention that I have had no formal training on this software and would appreciate anyone pointing me towards a best practices guide or a worthwhile manual. The official manual I saw seemed kind of worthless but maybe I had a previous version. I'm using the latest build. I scanned a PC that had a piece of software on it that I wanted to manage. I found the software and set it to manage. I told it that I had 30 licenses. I don't know the difference as far as SDP is concerned but
SDP "Created Date" is an hour behind
We have build 7011 and could use some help in fixing the time in posting tickets. The server we have it running on is the correct time. Is there a patch?
Allow technician availability chart to show morning/afternoon rather than entire day only
In the 7.5 release of SD we are promised a Technician Availability chart, which is a good idea. However, it currently doesn't allow us to set a technician as available in the morning but unavailable in the afternoon or vice versa. I think this would be useful.
SD+ Fails to start after Daylight Savings
Monday morning, SD+ fails to start or stay running after DST. :evil:
Network Scan for Cisco devices + AD passthrough
I have am in the process of deploying SD+ 7, build 7011. There are two issues I have. Firstly, when enabling Cisco passthrough, I am prompted with a pop up window asking me for login credentials and then taken to the SD+ login page. I was at first unable to login and eventually had to loginto my SQL server and execute a query to disable SSO following which I was able to gain access to SD. We use IE 7 and run a server 2003 environment with the SD+ database on SQL 2005. Prior to executing a query on
Import Description Field in Active Directory
In Active Directory User Import, is it possible to import description field in Active Directory into SDP custom field as well? So far, I can check that SDP AD import support following attribute User Account, Email Mobile Department Title
Service Hour Custom Definition
Dear all, In Version 7, there are only 2 choices of Service Hour. One is 24 hours Another one is to select some weekday from Mon to Sunday and specify time slot. If my service hour is defined as follow, How can I define it in SD7 ? Monday to Friday 08:30 - 19:30 Saturday 09:00 - 13:00
My View (My Request Summary)
Hi, For some reason if I click on " My View" the request overdue, due today,pending request still show 0. If I click on Global view it working and it display the number of requests. Is there a way or options so it will update in my main view page? Thanks, Tim
Handling of Problems, Changes - SD+7
Am I the only one with this requests?? Some questions about handling Problems and Changes: 1) it should possible, when creating a Problem or Change from an Incident to take the attachment with it 2) do I first have to create an Incident/Request when I want to forward an eMail request?? => multiple PostBoxes, one for Incident, one for Problem, one for Changes 3) out from 2):isn't it possible to attach an email directly to a Problem or Change? 4) it would be great to manage (on an easy way, calendar
Request ID
When discussing help requests many of our users refer to the request ID of their tickets. Is it possible to display the request ID on the main request page making it easier to locate requests by their ID?
AD import of users and workstations
It seems that some of the issues fixed in V6 is now back in V7 guys. 1. When making changes to the AD OU selection when importing users. It does not save the selection for next time I go back in. 2. When importing users from AD, the process gets to about 50% and stops and gets stuck. I have to manual stop the import. 3. When I use the "auto assign" function in ASSETS, it stops at random and does not complete. Have to manualy stop it. 4. When scanning AD for workstations, it also does the same thing,
Software Scanning - All Users
I am currently running SDPlus 7010 and I have noticed when doing workstation scans that it only finds software installed for "All Users". Is there a setting I can change to scan all software installed on the workstation. It seems that if someone installs software with the option to only install for themselves, the scan does not track it and this seems to be most of the "prohibited" type of software. Thanks in advance for your response.
Changed Web Server Port
I'm running ver 7.013 with MSSQL. I changed the server port from 8080 to port 80. Restarted my server and now the client doesn't want to load. I'm getting blank screen. Is anyone ever ran into this problem?
Network Drive is disconnected
I have Windows 2000 server as domain controller and i am using windows XP professional as a client. when i join the domain the map drive is disconnected after 15 mins. please give me solutions.
Network Drive is disconnected
I have Windows 2000 server as domain controller and i am using windows XP professional as a client. when i join the domain the map drive is disconnected after 15 mins. please give me solutions.
Disabling AD Passtrough
Hi guys, Is there a way to disable AD Passtrough directly from the MSSQL database? Thanks
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