Show the copied recipients on e-mail request
Is there a way to customize to show the the copied recipients when sending an email request to help desk.
restore service desk build 7010
hi all, I have a backup of sdp 7010 running on ubuntu 7.10. I cant seem to find standard restore procedures. thanks J
Migrate from Linux to Windows
Hello, I'm running SDP 7011 with MySQL 30 day Trail on Linux but I need the Windows Domain Scan. So I set up SDP 7011 with MySQL 30 day Trail on Windows. I want to import the data that I put in on Linux into Windows. So I used to script to make a backup backup from Linux. When I use the script to import the data on Windows I get the following error message ******************************************************************************** * Restore DB Setup Wizard ********************************************************************************
Selective notifications
I have heard that the notification system is to be revamped in release 7.5 scheduled for June 2008. Is this true and if so will it mean I can now notify certain Requestors when a Request is closed, but not others? This is a feature we would like. Thanks to anyone with any information.
Reply a request
When we do Reply a request, the original message is cut. The orginal message is cut after 535 characters with spaces, 85 words and 6 lines. Is there any changes to do so we can handle large messages? /Mattias
Standard restore procedures
I am running SDP 7010 on Ubuntu 7.10. 1. Backups - I have a good backup. 2. Where to is the restore procedures? 3. Why in need to restore? I start the server, it seems to completely start up, but i cannot access http://localhost thanks Scott
Asset Relationship View Assigned to incorrect
Hi all, We have just started using the asset section of SD and have come across the following problem that when clicking on the relationships tab of the asset and in the used by section it it showing the department of the user not the users name. Attached is a screenshot of the problem. Can someone please verify if this is a problem or something to do with the setup? Thanks Brett
SD 7 - Reports - Serial number not a selectable item
Just an annoyance really , but BARCODE is a selectable reportable field but serial number ( resources.Serialno ) isn't but for many I guess it is a field that will be populated with data and should be easily reported on without having to resort to editing the SQL. Regards, Andy
unable to print from View Purchase Order
Hi, After updating Service Desk plus to Build 7011 we are unable to printer after selecting View Purchase Order unable to print or save as Any suggestion would be gratiful Regards Ara
My Groups for tech missing from filter under Requests tab??
I have 1 tech that is not able to see the MY GROUPS under the requests tab, and yes he is in several groups, but no luck?? He is the only tech on a different domain, but has had the ability prior, but not now?? The only thing I have done is to turn on "enable pass through authentication" but have since turned off again to troubleshoot this issue, with no luck Alkl that is showing under the filter is Requests? Help
Can you add Survey Link to Call Closure Notification?
Hello Again! Just wondering if we could add a survey link to the actual call closure email. This is to stop the double up on emails, and we'd like the user to have a choice whenever there call is closed. Sending an additional email on top of your "This call has been closed" alert is overkill for us. Anyone got a way around this, or if Hima or bjm can confirm if this is impossible? Exciting stuff Thanks!
Preventing full computer names in the workstation scans?
Previously, SDP would scan workstations in as just the computer name. We'll say the computer name is "computer1." Now, it enters it as the FULL computer name so I end up with "computer1.this.that.com." How do I prevent this?
Purge old Category, Sub Category and Items
Is the anyway to totally remove old category, sub category and items from the system. All the old ones we don't want are marked as deleted, but i possible I'd like to delete them totally. We have gone through and recategorised all requests, changes and problems to the new structure. I'm sure after I created and item in error I was able to delete it but after a period of time you don't appear to be able to do that cleanse. Regards, Andy
size of attachments
The SD+ is configured to attachments up to 10MB. I need to change to 2MB, as I do that? Is that possible target these annexes to another disk drive and not at the same unit of the application. :?
Custom Report
I know you guys get a lot of these, and sorry for posting on it again, but I need a couple custom reports, and I suck at SQL.. I need: Time to Resolve - Once a request is opened, how long to enter the resolved state. And I know Ill be back when I can remember the rest.. :-\ Thanks in advance for all your help, and hard work! ben
unknown workstation
I have searched through the forum and has of yet been able to find a reasonable solution for my issue. Essentially all items that the scan cannot identify to SD's liking are labeled as unknow workstation. I as of yet have been unable to find a manner in which to manually correct the issue without editing databases or deleting whole groups of assets and reentering them manually. Both of which are unacceptable. If there is a procedure to follow to correct this problem or information regarding a hotfix
custom reports
hi i have been trying to generate a report for average time spent for a change but the report always returns an error. even when i go to custom reports, it has no field for time spent like there is for requests. i want to have the same for change requests. can anyone help me out on that?? thanx
Service Desk Plus: Error when setting a reminder
We are running Service Desk 7011. We encounter an error (Add Reminer: Failure) in ReminderDisplay.do when attempting to set a reminder that has reminder notes greater than 100 characters. This is probably a field size limitation but shouldn't the application not allow a user to enter more than 100 characters if it is beyond it's limits? Thanks!
Assigning a value to a field in multiple workstations
Is it/will it be possible to apply a value to a Workstation field, but to say 100 workstations at a time? I'm thinking along the lines of a rental charge for a Workstation that is the same for all workstations. Rather than having to go in to each workstation record and manually enter the value I would like to say "use this value for all workstations" similar to the Quick Configuration wizard that is available in OpManager 7. Thanks.
action taken on approval
Hi all i have created a template for access request, where in the technician has to take approval from the manager for further processing the access request. each time the technician sends a mail for approval, as soon as it is approved, he gets two emails. any idea y it happens?? thanks!!!!!!!!!!!!
Bar code on SD
Is there any way or any software that allow bar code reading into SD? Regards, Nuno
Changes - Assets
Is there anywhere i can see all the changes that have happened on a particular assett. I am wanting to go to the asset and see a history of changes that have been requested and approved against a particular server
Standard restore procedures
I am running SDP 7010 on Ubuntu 7.10. 1. Backups - I have a good backup. 2. Where to is the restore procedures? 3. Why in need to restore? I start the server, it seems to completely start up, but i cannot access http://localhost thanks Scott
Upgrade to 7 now or wait?
Hi All, We would like to upgrade to V7 (from 6.15), however would really appreciate some advice feedback on the V7.11 We are hoping that in V7 a few of issues that exist in v6 have been addressed. 1. Searches return a blank screen 50% of the time. 2. SD+ crashes intermittently with a 500 error / browser crashes when editing notes. 3. Over all speed increase over V6 Also what�s the general consensus: Is V7.11 up to the job in a busy helpdesk environment or are there some show stoppers in there at
Enhancement Automatic Routing
Enhance the email auto-request generations engine with regular expressions for more intelligence, multiple criteria. Also allow more than just auto-assignment, but auto categorize, prioritization (such as users who are in 'executive' group get top priority), and special rules for systems that receive tickets from automated sources (i.e. An application that automatically generates an emailed request in a failure event won't be a requestor, and it won't need to receive email responses).
Migration to Enterprise Version
Is it possible to change SD versions? If i have a "normal" version can i migrate to Enterprise version? If so what steps shall i need to follow? Regards Nuno
Extensibility through Web Services/SOAP/XML/WSDL
Add extensibility features for ServiceDesk (and other AdventNet tools) to build our own integration interfaces using web services technologies through published WSDLs. SOAP, XML, remoting, and mashup technologies to allow other people to build modules that would plug into ServiceDesk to allow enhance and use necessary services.
How to set standard language for all users in ServiceDesk
We have a standard ServiceDesk Plus license (not Multilanguage). In our demo all user got Norwegian as their language. When we put in the license-file all users got English as language. How can I set standard language to "NO"?
Uppercase username causes HTTP 400 Error
A user of mine is getting an "HTTP Status 400 - Invalid direct reference to form login page" error when attempting to logon with an uppercase Username. This issue appears to only affect Requesters. When a Technician or Admin enters an uppercase Username, the system concantenates it back to lower-case and logs the person in. We have replicated the error with multiple Requesters. SDPlus 2007, Build 7009
Custom Reports
I am trying to create a custom report that shows all requests and their resolutions but there is no field option to show who the resolution is submitted by. Does anyone know how I could get that type of report?
Backup Scheduling - no files shown - yet they are there?
I've setup backup scheduling in version 7.0.0 Build 7011. So far everything works fine (aside from having to change the attachment parameter manually in the globalconfig table), except that the backup files (which do exist in the folder on the server) are not showing up in the web interface. All that is shown is "Backup not available". Anyone have a fix for this? It would be nice to be able to manually delete these backup files through the web interface if needed.
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SQL query help needed please
I have the following script that runs fine (Build 7009 on MSSQL 2000). However I need to put a time limit on each select statement so that it only counts incidents created in the last month, but I am having difficulty as SDP does not use the standard SQL date format to store dates. Can anyone help please? This is the script: SELECT p.priorityname PRIORITY, isnull(nod.SLAI, '0') as "WITHIN_SLA", isnull(od.SLAO,'0') as "FAILED_SLA", isnull(cnt.cnt, '0') as "TOTAL" FROM prioritydefinition p LEFT join
how can a user send a complaint for a closed ticket?
hello all I have the following question: What do you do for users that do not agree in the resolution? If the resolution is not working, and/or user is not satisfied, is there a possibility to send back the ticket to the same technicien that solved the incident? I couldn't find a button to activate, neither found a mail function for that. Any inputs welcome 8)
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Error 527
Hi I am Getting this Message When i am strating SD7 Inconsistent change detected in date settings. Please restore original date settings. Error Code 527
SD+ assigning to wrong groups
Hi Each time a user sends an email to our helpdesk it is putting it automatically into a group, it is the same group each time but I have not created any rules to specify this group. I have double checked the business rules there is no rule that sends mail to this particular group. I am on version 7 build 10. I have had this issue since upgrading. Kind regards
Report to update manager with latest notes added
My manager wants me to send him a typed weekly update via email with all the latest information relating to requests outstanding and what progress we are upto. Seems we are using SD v7010, I would like to be lazy and get this report to be automated via the SD if possible. It would be ideal if it could be restricted to a certain field that we have created in Request - Additional Field, its called Location (Site) in Label 3. Your knowledge would be great and get me out of a VERY big ditch at the moment.
Upgrade License.
Hi, i have now migrate the ServiceDesk to latest Version 7.0.0 BuildNumber: 7009 But after Upgrading the license i have this error: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.io.FileNotFoundException: license (Zugriff verweigert) java.io.FileOutputStream.open(Native Method) java.io.FileOutputStream.<init>(Unknown
Incorrect results of workstation scanning
On scanning (or re-scanning) some workstations arise following error message: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. On this we see following situation: Some of Workstation Details fileds (for example Installed Memory Modules, Network Adapters, Logical Drives) have not changed their values but have added to list of the according components (see attached pictures).
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