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
Translation problems
ServiceDesk Plus 7.0.0 Build 7009 The Swedish translation of the drop down boxes in the "Request details" upper window doesn't work . The text in "Level", "Mode" and "Priority" drop down boxes" does not translate the first "-- Select" part of the row, only the last part of the row i translated to Swedish. The other drop down boxes on the request page is ok. I have looked in the translationfile but I can't find any entries for them there to translate. The same thing is with the "Status" drop down
Email fetching issue
We recently upgraded to version 7 and are now using build 7011. We noticed that SD+ was not fetching emails out of the account it was properly fetching back on Version 6. When I go to the email setup, SD+ shows that fetching is currently running. When I try and stop fetching, I recieve an error code: FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,204,130,748,223. Since I can not stop the fetching, I can not manipulate
SD+ keeps going back to a specific case
Since upgrading to 7011 this morning I have noticed that it I go into any view and leave it for a period of time, SD+ then jumps back to a specific open case. e.g. I can be working in case 2345, take a phone call and I will be looking at case 2300 when I return . Likewise from a view such as "View all Open cases" It goes back to the same case every time. The only thing that I can see that may get a handle on this is that there is a draft reply showing in 2300 which I know I have sent. Clicking on
Task - Time spent
Are there any future plans to allow entry of actual time spent with an a Task? Technicians can enter time for a request but the task form simply allows you to enter actual start and actual end but that may be a range of days. I understand that the user can go back to the request form and enter their time but it loses it's connection to the task. Has this been considered?
SDP Slowness and hanging
Dear Sir, After upgrade from SDP 6 to SDP version build no 7009, SDP Application become very slow and server start to hang frequenlty, may i know what could be the possibility? i will appriciate urgent needful reply Thanks Nadeem Hashmi
Asset scan using another name
Hi All, We name our assets computer name as the serial number in the assets database because the computer names change when we assign the asset to another user When you run a scan it uses the computer name (serial number) to scan the computer. Is it possible to use another field to use as the name of the computer to scan? i.e would it be possible to scan on the resource tag or something where we can put the actual computer name so that it picks up the details of the workstation? Thanks Brett
WIldcard for Business Rule
We are importing a department field which consists of the OU site name and the actual department of the user. i.e. Texas\sales Are there any wildcards to use here so that my rule reads simply "if Dept is Texas* send to" This would eliminate the need to have 10 Business rules for each AD site.
Some licensing issue
- At present we are having SDP 6014 with 10 Technicians license with unlimited users. - Now, for Enterprise edition, we are planning for 5 Technicians license - how about users ? do we need to buy license for no. of users ? - say, we are not using Inventroy module / AD login, still need to pay for additional nodes ? pls clarify
upgrade to SDP 7.0 from SDP 6 on new server.
1. Upgrade to Service Desk Plus(SDP) 7.0 (Enterprise Edition) - At present we are using SDP 6014 with MySQL - We are planning to set up new server with SDP 7.0 - We want to restore exisiting MySQL database from SD Plus 6014 to New server with SD Plus 7009 - Pls advice, whether we can restore 6014 MySQL backup at SDP 7 - Pls advice any other procedure to upgrade to new server with latest SDP Release.
How reliable is MySQL for SDP
Hi Would like to know how reliable is MySQL ? is there any need to upgrade to SQL database ? our user base is not very huge, may be around 800-900 users. concurrent users, around 20 Pls advice. regards,
Time Spend or Cost Entry Date?
Hi everyone, we�ve got the problem, that we need a custom view were we can see all the calls without time entrys. When I�m using the "Time Spend" field it�s not working. Even with the filter "Time Spend is 0" or "Time Spend less than 300000"(?? 5 Min) it shows up Calls with entrys in "Time Elapsed". It�s a bit confusing with the time definitions. Anyone got an idea. Thanks, David
Email CC'ing and Requests
When a user emails service desk and cc's another person in, how can we gain access to the cc information?
Priority and Urgency and Hiding fields on the request
We are finding the fields for both urgency and priority to be quite redundant. I can see no reason to have both and as far as I can tell the urgency field has absolutely no affect on SLAs or anythign else, it seems to be a useless field on the request, is there a way to remove or hide this? There are also other fileds that are useless and it would be helpful to hide or remove these. I am aware that these can be hidden from the requesters view, but our technicians also wish to have them removed.
Display large fonts for non-English characters
Is it possible to increase larger fonts for ServiceDesk GUI ? We are using both traditional and simplified chinese fonts for service call. The text show in GUI is very small. Even I tried to set 'Large fonts', the IE does not entertain my request.
7.011 - Issue - any other user willing to try this and post?
Very simple - we are testing version 7011. Under ADIM | Self Service Portal Settings | Help Desk - Request Additional Fields See if you can simply add a new label and description and save it. Select a different menu item and then go back into Request Additional Fields and see if you new item is still there. For some reason we are unable to make changes to anything in this area. I tried calling support but they're backed up and the last time I emailed support my request got bounced because their disk
Finding Service Desk 6.0
I am currently trying to find a copy of Service Desk 6010 in order to make sure the migration from 6010 to 7.0 will be successful. Unfortunately I am unable to find a copy of Service Desk 6010 to install on our test server. I have tried downloading from http://archives.adventnet.com/service-desk/6010/ but the version of that file is service desk 7.0 Thanks
Adding Multiple Requesters to a workstation
Is there a way to add more than 1 requester to a workstation? We have shared computers on our production floor and want to add all the users to that workstation.
Software Management in Version 7+ ?
Hi, We just moved to 7 and thought we might try and use the software scanning/managing features to help as track our software (currently held within excel and SDP 6). However, i've sat down with two of our technicians and we can't seem to make this work in any usable way as there is no way of creating new types nor categories for software and it seems to pick up every component of every software installation. We have over 175 individual items for just one product. (And you can't even sort by installed
Issue with software assets
We realized the issue when we began creating purchase orders... We must first have the product type and product prior to creating a purchase order for software. Not a problem. However... Once we have received that software, installed on a workstation, and do a scan of that workstation, a new software is added (now there are to software items the one that is not scanned & associated to a purchase order, license, and inventory and the scanned version) This creates an administrative burden. What options
Reject a request
We are using SD+ 6.0 with a Mssql 2000. I have defined a status of request Rejected. What we do....When we have to reject a request we need firs to write in resolution field, after that to save it and go to Edit and change the status to Rejected. Because I would like the requester to see that the status is rejected and in the same time the request to be closed. Is there the possibility next to bottom ''Save and close" to create a button ''Reject and close"?
Attachments
Hi, If a user emails the engine with a *msg attachment it is not allowed through. Can anyone help me locate the file type filter please. Thanks
Tomcat Error While Approving PO.
Some time IT Helpdesk gives error while approving PO. Apache Tomcat error. But the PO Gets approve...Any solution to get rid from this headache... Thanks Jayesh M
Error "1.3 beta is not supported" in Safari 3.0.4
I've tried searching but haven't found anything yet. Is anyone experiecing the attached error? I enabled Debug menu in Safari and get a the following JavaScript error: SyntaxError: Parse error http://phaidon:8080/script/slider.js
Re-add AD Domain to a list of public domains
I accidentally removed my AD domain from a list of public domains and thus lost an ability to log in to the system using AD credentials. The built-in Service Desk administrator account exists, but administrative privileges have been removed from it. How do I make the AD domain public again, thus re-enabling AD authentication? I am running a SQL 2005 back-end and am comfortable modifying the database directly. Please let me know what DB tables need to be modified. Regards, Eugene
Adding Resolution does not change Request stat
I imagine adding a request resolution is supposed to change the request status to Resolved. However, this doesn't appear to happen. Version 7009.
ServiceDesk needs a reboot almost every day
For some reason SDP 7009 needs to be restarted every day as it just randomly decides to fall over. How do I go about troubleshooting this and preventing this from happening, as we are about to roll this out to over 4000 years at the beginning of March and don't want to have to restart it during the working day
Help generating reports
I need some help creating reports. When I create a report by technician, not all technicians in the software are included on the list. Also, I want to be able to track who closes tickets regardless of which tech they are assigned to. Any help would be appreciated. I am creating New Custom Matrix reports.
Software Approval Requests
Hi We need to setup a Software approval where the user creates a ticket to have a item of software installed then this goes to IT and there manager for approval can anyone suggest how they have done this Many Thanks Rob
Problems going from 5007 to 6
Have only just got around to updating our ServiceDesk+, everything was fine up to 5007, but since going to 6 everything has stopped working. Using the run.bat shows all entries as Failed. Tried installing subsequent service packs and all fail, can't uninstall 6.0 either.
Usage of Fields in Asset Home
Hi! We are just setting up the SD+ (V7.0.10) I'm just curious but what do other users specify as a "Resource Name"? We have e.g. 20x Printer Canon IP4200 Should that be Canon IP4200 No1 IP4200 No2 . . ? I believe that is not what the programmers meant with their design. For the other Fields I guess the: Canon given ID -> Resource Serial No Our internal ID -> Resource Tag But what is the Bar Code field for? Does it have any use within the SD+? The warranty expiry date (which can be selected during
editting default PDF (purchase orders)
Does any one know if its possible to edit the PDF that is created when you e-mail the Vendor through a purchase order? specifically, i want to change the logo that appears.
Workstations view error
Have a SD+ v.7.0.0.10 (SQL DB), migrated from v.6.0.0.14. On asset page do not appear scanned device (attached screenshot and html code) and yet, how I can manual add device to group of assets - Printer ?
AD Manager and OP Manager
Can either of both of these additional products co-exist on the same server as SDP V7, or do we need to have them elsewhere if we want to use them? Windows 2003 environment with SQL 2005 backend. Sort of assuming they can live in harmony and if installed together the links at the top of the page get redirected to the local install rather than the sales pitch sites. Thanks in advance, Regards, Andy
Sort report against Region/Site
Region and Site have been added to SD 7, however these additions add little flexibility. We would love to see the ability to Sort reports by Region and Site, as well as set-up Business Rules on the same criteria.
Switch Port management - Recording Who/what connected
New question posed recently was how the system can be used to record the switch port a specific asset is connected to. Our legacy system we defined each switch port and the outlet ports in the building and recorded which outlet port was connected to which switch port. We then allocated an asset to an outlet port. So by association we could determine which switch/switch port an asset was connected. So if we had a switch issue we could proactively advise impacted users for instance and arrange appropriate
Reports Sent to Deleted Technicians
We have several reports configured, both for regular reporting and also for Contract Expiration. We�ve found that when a technician has left the company and their Service Desk technician account is removed, the Reports Notifications are not updated to remove the Technician. We can�t have these important reports going no where and we can�t manually go through every report and every contract to manually remove the technician. There should be a process within Service Desk to go through the database
Asset Components - loose association with Asset
Just noticed that when an Asset changes state from IN USE to IN REPAIR the status of all associated components changes as well. That in a way is sort of useful, possibly. However this breaks the relationship with the asset so that when the status is changed from IN REPAIR back to IN USE the components that were previously assoicated with the Asset are left IN STORE. That is really annoying to the point of being a serious bug I think. That is unless I am totally misunderstanding the point of the IN
V7.5 Sneak Peak.....
What can we expect to see in V7.5 and what sort of timescale? We have numerous suggestions which are commented back as either under review or to be in a future release, and then there is the request forum and then the roadmap site as well. Appreciate that plans change and commiting to features at this stage you stand the chance of being blasted for not delivering it because someone bases business case on it, all I'm looking for is to get an insight into the direction the product is heading. Will
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