500 error when trying to approve a change request
Create a change request, submit for approval, click the link, 500 error. Build 7011, we tried it on 7009 and it just didn't do anything(no 500 error tho). 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 org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:353) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
REQUEST: Reports of SDPlus Configuration
ServiceDesk Support, As part of Configuration and Change Management of the ServiceDesk application itself, is there a way to report on the configuration settings of ServiceDesk Plus so CMDB administrators can produce configuration reports? There is no way to track changes of the configuration of SDPlus. Just for an example: A report of roles and the members of that role. A report of groups and the members of that group. A report of departments and members of that department. A report of existing
Downgrade
Hello All, we have used the service desk plus for 1 year now. We are ready to renew but we understand that there are 3 versions now, we currently have the professional version as I think this was only option a year ago, but we are only going to purchase the basic version without asset mangement. My questions is how do we downgrade? do I need to reinstall or just upload a new licence file and assets section will be deleted. Thanks For The Help bvadmin
Config Software Licensing
With SD7Plus how would I add software licenses to workstations and take into account MS downgrade rights i.e. I buy 100 * Office 2007, but install Office 2003 on half the machines and Office 2007 on the others? Or how about where I have purchased Windows Server Data Centre and can install unlimited Virtual Machines? Thanks in advance
Asset View looses context after editing Asset
Found that when viewing Assets and Components and then edit one of the assets, when you return to the previous list page by clicking the breadcrumb at the top of the page the list content is empty. To reproduce: ASSETS Tab on top menu Pick Asset Components from RESOURCES options on the left Hand side of the screen Pick Keyboards from the Asset Components ( any would do ) You will then have a list of Keyboards ( or which ever picked ). The Breadcrumb at the top will read Asset Home > Keyboard Pick
Problem/Change Management - Problem only related to 1 change
Just found that a problem can only be related to 1 change which for us becomes and issue. I would have expected that a problem could have multiple changes associated with it. The example that has highlighted the situation: Team of 4 have laptops which have filled the internal drives due to the type of applications they need to use for their job. We have 1 incident reported which we managed and created the problem to determine root cause and final solution. The agreed solution is to bring forward
Additional numeric fields can only display natural numbers
Hello! When I specify additional numeric fields (for Requestor and Asset), SD7+ will only allow natural numbers ( 1, 2, 3,..) but no decimal numbers. (e.g. 0.5) It is not really an issue just a bit annoying. I still could use a text field, but what are the numeric fields for then? Best regards Pilli
Forward Schedule of Change - Calendar View - March Wrong
When you use the calendar view for the Forward schedule of change it appears that MARCH 2008 is incorrect , out by 1 day. February 2008 has the 29th on Friday and 1st March on Saurday. When you move forward a month from the current month to show March in detail this shows 1st March as Sunday ( 29th Feb as Saturday ) When you move on a month again to April the dates are back in line. How can this be resolved so the FSC calendar view is correct - I'm assuming this is a leap year issue an not more generic.
Problem with workstation scans in build 7011
We just upgraded to the latest build (7011) from version 6. When scanning our workstations, the computer name is changed to "computername.companyname" on about 90% of our workstations. I'm getting very random results regarding how servicedesk names the computer... Sometimes it names it with the netbios name, sometimes I get the FQDN, and then most of the time (about 90%) I get the FQDN without the ".com" portion which then causes subsequent scans to fail since it cannot resolve the computer name
SDP: Send extra message
Hello, First of my compliments for this product. At this moment we are testing it and for now it works great! What we would like is that we can send e-mail, not only to the requester but also to his contact person in our company. So he knows that his customer reported a issue to us. That way, when the customer calls his contactperson, the contact does not have to call us for an update. Is it possible to send the e-mail not only to the requester but also to someone else. We don't use the option that
Scanning - Auditing of Printers Switches and WAPs
Hi All, One of the main selling points, and was promised of version 7 was that it can scan Printers, Routers, Switches and WAPs that are on the network... However, I am yet unable to do this.... I have tried, but can find out a way of doing... As far as I am aware, most of our devices do have SNMP (or however its spelt) but nothing is picked up yet. How do I do this...? Thanks, HCTC
SD 7011 - Page hangs when updating due date
Have a case open, case was created on 6012 build, and we migrated everything to 7011 yesterday. An older case which I'm trying to update the due date on hangs when clicking "Update" and does not change. Is this a known issue, or is there a workaround/fix?
how long do Tasks stay in My Tasks
I am wondering how long do closed Tasks stay in the "My Tasks" I have over 50 of them in there currently and want to make the list smaller. Is there a way to only show open tasks?
Resource Import Wizard problem
In the Resource Import Wizard I came across a small bug. I select the IT Resource Category, the Resources Type Other IT Assets and my CSV file. (see attachment srcreenh..4) If the cursor focus is on the Locate CSV File: Field and I press Enter, all entries are cleard i.e. set back to different values. (see attachment srcreenh..5) Best regards Pilli
Serious reassignment bug!
Changing the requester details for a request on the main page changes the requester to the technician who is currently assigned, rather than to the new requester. Effectively re-assigning all requests that you were taking care of to the requester you intended to use and replacing you in the technician list. This will cause the requester to now receive all updates that were assigned to you and your team. This behavior only occurs when editing the requester directly on the main page (without using
import data (requests) from other helpdesk application
Hi ServiceDesk, Is it possible to import requests / calls from another helpdesk application? A part of our organization is going to use also ServiceDesk Plus. But they don't want to loose the old data. Thanks, Ferry P.
Site Name
Hi, Can someone tell me which table I can find 'Site Name' as created in Admin -> Helpdesk -> Sites. As the SiteDefinition table only contains the fields SiteID and Regionid. Thanks
Where has tech support gone?
We have been trying to send email since late last week and all our emails to Adventnet have been returned as either undeliverable - mail box full, or undeliverable, unable to contact mail server for the past 5 days. I have also seen posts in the forums where others have reported the same or similar problems with their mail server while asking for support, only to be given the canned answer: "Sorry for the inconvenience, Unable to recreate the same in our end, please try it again and send the support
SDP mail fetch can't handle embedded images
SDP 7009 on SQL 2000 I have started to notice that when a user emails the servicedesk with an email which has embedded images rather than attachments, SDP just displays red crosses in the incident. Is there a way that SDP can convert these images to attachments, or display the images in the incident? Otherwise we have to keep going back tot he requester and asking them to resend the email with attachments. If nothing can be done, could SDP look at creating an automatic reply to any email which has
Export "every email address" from Exchange
Hey gang, I need to provide a list of "every" individual email address off our Exchange box for the company that will be doing our spam filtering. I can handle the export of the user list ok, but how can I use ADManager to make sure I cover anything else that's associated with an email address, such as public folders, etc.? Brian
Only registered users could open tickets in SDP
Hello, We have some customers in Brazil and them suggested to us that SDP could has a option to allow or deny the ticket request from not registered users.
Hide URL's in IE?
We currently have setup a redirect so when clients go to server/helpdesk they get redirected via IIS to the server ServiceDesk runs on , like this: server:88 Is there a way to cloak it so they can't see the URL, or so that it keeps the server/helpdesk/service desk format?
requester email notifications
I have searched and searched for an answer for this and i'm just an eval user right now. i emailed support/eval and they said this was possible but still haven't explained how. WHen a user logs in, submits a request.. i want the emails that get sent to be for that user and a couple other users in the same branch/location/dept. I don't mind using Exchange for a dist list at all, but i don't want to have to create a special account for them to log in to, i want them to use their own username. any ideas?
Server System Time
Hi everyone, i just finished the installation of this new product for me, so i have this problem, when i access to the administrative web page, on the right bottom i have this Server System Time : Feb 28, 2008 6:56:07 PM , the problem is that my server has the 12:57 p.m so whats the problem, belive me, i check the time OF THE SERVER and the time that the application shows is wrong, any ideas???
Add a button to Resolution page
Would it be possible to add a button to the Resolution page that saves and then sets the request to resolved so it sends out the email for the user to close? I don't know if others want this or not but I think it would be a great and easy addition for those of us who use the resolved email and close feature.
SD7011 will not start after updates
Hello all, This morning we migrated from 6015 to 7000, then applied the 7011 SP and now SD will not start, it stays hung on the startup, with the wrapper log file showing that AdventNet ServiceDesk is failing to start. Any help is appreciated. If tech support sees this, can you please forward me a number to call for support. Thanks!
Notifications in Junk E-Mail
We are using SD+ 6.0 with a Mssql 2000. Sometime requesters receive the notifications when a request is closed in their Junk Mail. How to clear this problem?
No assets in asset list of new request
Maybe I am missing something simple, but when I create a new request, I would expect to see a list of assets associated with the user in the asset list. Unfortunately this is blank. The only way I can add the asset to the request is by clicking the plus icon and then paging through the entire list of assets, currently about 7 pages...which i might add are nor sorted in any logical way. I have tried this with the checkbox for show associated workstation checked and not checked. Either way its the
Issues after upgrade from 6014 to 7009
Hello, Recently I upgraded ServiceDesk Plus from 6014 to 7009 since that two issues occured: 1. Editing one of technicians finishes with error: 1204137095343 2. Modification or adding new Workstation Additional fields is impossible. After modification and save everythig looks good but after choosing Admin tab and entering again Workstation Additional fields menu all saved changes are gone. After update to 7011 noting changed. Have any one any ideas how to solve above?
the evil "&" sighn
not a major issue but SD comes back with errors when using the "&" sighn in a product name under purchasing
what i wouldnt do for this oppertunity
Hi Friends Here I am sitting at my computer at almost 1 o'clock in the morning working on a giant "to do" list (that I've only got 48 hour to complete) and I cant help but to keep thinking to myself "What If..." work in home online What if I hadn't quit that network marketing company I joined back in 2002, and another the other one I joined in 2004 (you get the picture) *********************** The Revolution Is Coming *********************** After all I did make money in both of these companies.
Request View Filter
Hi, This maybe a slightly complicated question so I will try to explain it as best I can. We currently have 4 teams using SDP. At the moment all the jobs are listed on one view so it can be very complicated to figure out what is going on and which jobs are which. We have tried using the Custom view option but it is not working well for us. We would like to setup it up so that a person from Team 1 can see all jobs assigned to them, all jobs that are assigned to the group, Team 1 but that are not assigned
Css Hover Inline
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ServiceDesk Plus Views
Allow the following view to be seen under the requests module. A technician should be allowed to see requests assigned to him, requests assigned to his group but no technician and requests that aren't assigned to a technician or group.
Migrating from mySQL to SQL 2005
Hi, Does anybody know if it is possible to migrate from mySQL to SQL 2005? More specifically, is there any documentation available on the procedure? Thanks for your help, Jamie
Installation of ADManager breaks Resolve Notification link
Just downloaded and installed the ADManager V4.2 Pro version on trial on a seperate server from our live Service Desk Plus installation ( 7011 ). During the ADManager configuration it requests the Service desk port and an admin account so these ( naively ) were entered and tested and accepted fine. Net result is the link at the top of Service Desk Plus now goes to this test install, we don't have a live install of ADManager so that's not an issue. The problem is that the Resolution notification that
Debug Error Damage after Normal Block
Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 56 at 0x0C991D20. Press retry to debug the application Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 58 at 0x0C991CC0 Press retry to debug the application Debug Error Program: D:\Adventnet\ME\Servicedesk\jre\bin\java.exe Damage: After normal block # 62 at 0x0C991BC0. Press retry to debug the application ETC ETC ETC over and over again and when the web page
FAILURE :Connection to RPC server in the workstation failed
Getting the above error message when trying to do a domain\network scan on various workstations. Anyone ever get this message found a solution?
Technicians can't edit their own profiles.
When a technician doesn't have Administrator Privileges, he can't edit his own profile (email, phone number). It doesn't make any sense that technicians are not allowed to do this. Any ideas?
Request Closure Problem
Hello, We have the system set to send an email when a request is set to Resolved, with a Close Request link. The user is then supposed to click the link, and click Close to close the request. My problem is that when a request is set to resolve, the email is sent, the user clicks the link in the email, and when they click on the close button, all it does is refreshes the page. The link goes from something like this: http://helpdesk/workorder/CloseWorkOrder.jsp?woID=212&KEY=1203975782908 to something
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