Request Closure
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
Downgrade Versions?
Strange question I know, but is it possible to downgrade from the enterprise itil version to the free version while retaining the information that is still available to the free version? I do not want to ask for an extenstion to our eval version but the limitations of the free version would suffice for proof of concept purposes. We had intentions of purchasing by now but a shift in management means that we had to wait and and now are looking to revisit this, but i didnt want to have throw away all
Technician Complete Overview
Had a request from our techicians to enable them to see all thier work in one place. The MY VIEW section of the HOME tab has all teh information BUT they have to select, REQUESTS SUMMARY, PROBLEMS SUMMARY or CHANGES SUMMARY. If there could be an additional option MY SUMMARY which combines all three above that would be great. Does that sound a viable option, or something others would find useful? Regards, Andy
Servicedesk not collecting mail from IMAP account
The services are running on the the helpdesk and the mail server yet the emails are not being retrieved I have restarted the services. Also I have check the event viewer which had no errors. The helpdesk does show the last time it retrieved mail.. Last attempt to fetch mail : Fri Feb 15 17:49:24 GMT 2008 Any suggestions?
Service Desk 6.0
Is there anyplace to get a copy of Service Desk 6010 I have tried going to http://archives.adventnet.com/service-desk/6010/ but the download version for that is Service Desk 7 the reason i need a copy of 6010 is to test the migration from service desk 6010 to service desk 7? does anyone know where to get a copy of this?
Purchase Order Printing is not as good as Version 6
Is it me or is the Purchase Order printing not as good as in Version 6? The print preview looks like it is almost a landscape view and when printed on portrait it comes out all pushed together.
ODBC Connection to MYSQL ServiceDesk Database
Can someone tell me how I can create an ODBC connection to the ServiceDesk database?
Adding Tabs to the request template
Does anyone know how if at all possible to add more tabs to the request template? I know how to add fields, but need more tabs.
Multi Langauage possibilities
We currently use the English version of SD+ here in Australia and need to have our Japanese offices using SD+ also, seeing how I have the Japanese language skills I am the one who needs to demo and sell this to our Asia Pacific neighbours. I want to know if we can have the 1 database here in Australia, with English speakers using English version, and have Japanese users using SD+ in Japanese, My better judgement says probably not, but am going to ask anyway? So how about it?? Can the language be
What makes an Asset 'Unique'
I'm having a small problem with 2 assets I'm trying to scan, they both get scanned perfectly fine and all info is updated but some way they cannot be both in the list of assets. If I scan Computer A all the info gets updates, I assign it and it appears successfully in the assets. Then when I scan Computer B all the info once again is updated perfectly, including IP - hw & softwareinfo's, but it replaces Computer A in the assets and keeps the assignment of Computer A This got me wondering on what
Adding a Resolution - logic problem with SAVE & ---
Version 7009. When you close a request, you have the option of adding a resolution. We have enforced that here. There are two buttons on the Resolution Tab. 1. SAVE & CLOSE This work as expected and closes the call. 2. SAVE & ADD TO SOLUTIONS This doesn't work as expected as it allows you to enter the Resolution into the Solutions knowledgebase but you're left with having to go and manually close the call. Surely the most logical thing with 2. would be either to close the request automatically or
Request DueBy & CreatedBy Dates can't be the same day
I'm not sure exactly why this is happening, but you can no longer add a request and then edit the DueBy date to be the same as the created date. Obviously, the DueBy date is still ahead of the Created date - I've even tried manually jumping this forward by a few hours but I always get the same message telling me the DueBy date can't be before the CreatedBy date. Anyone else getting this? Version 7010
Auto-assign technician to person closing request
Technician is a required field to close a request, but in our previous software we were able to set a rule that said if technician wasn't already selected, assign request to the technician closing the request. Is this possible? How would we do it? It was in our business rules section in old software, but appears business rules here are only in regard to tickets created. Jenn
HTTP status 500 when trying to edit Technician Definitions
When i trying to edit "Technician Definitions", ther is a link for example: "http://sdesk-address/TechnicianDef.do?mode=edit&id=301&", Service-desk returns an error message: " HTTP Status 500 type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception: org.jboss.tm.JBossTransactionRolledbackException: null; nested exception is (in attach there is full error message) Three technicians positions having this trouble,
Editing Notes Bug
Is there a fix available/in progress for the bug in editing notes? It�s been causing us real problems for many months now. i.e. After an edit, the order changes and on occasion the note content replaced with information from another note on that request! Help! We are on Build Number : 6012
Components in non IT assets
Before we spend a lot of time settings things up incorrectly, can I check how others are using this part of SD+ please? We have a number of telephone phone systems installed at our clients' premises. The systems normally consist of two items; the phone switch and the voicemail Each of those items have been created as separate assets. Inside each of these items are various combinations of cards, line cards, extension cards etc.. The we have created as components. The phone switch is say called London
Contracts - renewed
We may be using this incorrectly, but if we create a contract and it expires, when we renew the contract the original contract stays showing EXPIRED. Could (or should) this be set to show RENEWED as looking at the EXPIRED list I can't see how you can tell which ones need chasing for renewal? Thanks
Scanning Windows 98 Machines
Hi, We have quite a number of Windows 98 machines but SD+ is not able to scan any of them. I've tried to use the guide posted in other thread (http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002688799) but it still doesn't work. Whenever I tried to scan Windows 98 machine, I got Error 500 status. Here is the detail error message: ---------------------------------------------------------------------------------------------- HTTP Status 500 - type Exception
SLA Violated reports pointless?
Hi all, All the SLA Violated reports look at Overdue Status = Yes. In other words these reports say � there were x number of requests which became overdue over this period of time - at the moment. A report run at the beginning of the month would show completly different results to the same report run at a later time - because all those overdue requests would have subsequently been actioned. This completely defeats the object of trying to find out how well the company performed over any given period
Asset License available
Hi everybody, In ServiceDesk, how can i know how many licenses in asset management is still available ? Regards, Jmorais
CUSTOM REPORT
I need a report showing the following all helpdesk calls with the title new user I am using servicedesk plus on mysql database
migration to SDP 7 from build 6015
Hallo everybody. We are trying to apply the upgrade pack to migrate to version 7.0, from SDP build 6015. On Post-install phase (98% of the entire process) the upgrade pack fails with the following error : --------------------------------------------------------------------------------------------- INFO: Problem during installation of patch com.adventnet.db.persistence.metadata.MetaDataException: Data model cannot be mo dified reverted to old at com.adventnet.updatemgr.util.ConfUtils.applyDDChanges(ConfUtils.java:
Request last updated query
Hi Folks, Just started looking into the reporting functions of Service Desk more in depth. Anybody able to let me know how to query when open requests last had an update added to them? i.e last time a note was added. Cheers.
Merging requesters
Hi, I am just wondering if it is possible to merge requesters. We have lots of requesters on our system, and lots end up duplicates because they are added with slight differences. We can't delete the requesters because they are linked to queries. I hope this makes sense and someone can help me. Craig.
Initial view on changes incorrect filtering
When you go to the change page the technician is being taken to the MY OPEN CHANGES page, but the list isn't filtered so they get all changes shown. They have to change the view and then change it back to MY OPEN CHANGES at which point the view is then correct. If you then open a change and when you close the change it takes you back to the change screen in MY OPEN CHANGES view, and again ALL changes are shown. Very frustrating and even worse when someone has a multipage list of changes. Hopefully
500 Error When Editing a Task
When I edit a task and tell it to save I get the blow error. The changes are still saved however. This has been going on since we upgraded to 7010. 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.helpdesk.util.NotificationUtil.isNotificationEnabled(NotificationUtil.java:103)
Error code 1,203,594,594,969
FAILURE :Error while adding the Product Details : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,203,594,594,969. Is this our system admin or AdventNet?
Can I add the created date to the tech view of a request?
Can I add the created date to the tech view of a request form? Some times we don't get time to enter request until the next day or so. Most of them have been completed and just need to be added as closed. We would like to set the dates on the request form and not the second screen. I have tried to add the field but it will not show up.
Enable AD Authentication directly on SQL database
Hi, I accidently disabled AD authentification on SD7+, and now can only login using guest/guest. Where can i enable ad authentification directly on the MSSQL database? Please advise asap as i have no way of using the service desk before this is solved! I hope somebody can help! Thanks! David
Can't update Tickets
We are using SD 7.0 build 7010. We are unable to update any tickets, when we make a change and click save....it just sits there saying processing please wait....I've left one "processing" overnight and still no luck.. Anyone seen this before?
problem with displaying assets
When I turn to page assets - workstations, nothing shows. But if I search for * in assets visible all workstations
Automatic Refresh - Global View
We just recently starting using ServiceDesk Plus. All help desk analysts are setup as admins so that we can use the global view and watch our queues. I know that from there, you can go into one of the particular analysts queues and setup a refresh for every few minutes. Is there a way that we can do that for the main global view that lists all of the queues. The way we have it setup is that an email comes in and is fetched, a case is created, and thrown into an "Unassigned" queue. From there we have
Suppression of e-mail notification for self generated action
Is there anyway I can setup the system so that any notification message that is created is only sent if the recipient isn't the person causing it to be sent. For instance, the e-mail pickup loads a request in and it is unassigned. I go in and qualify the request and see that it is something I can deale with and assign it to me. When I update that request I get the notification message e-mailed to me telling me I have been assigned the work. The same occurs with Change, problem etc. With a small team
Hotfix 7010
I've noticed a few forum posts relating to hotfix 7010 today. There seems to be no announcement like there used to be listing the fixes etc. Also, even though I clicked the 'About' option in my SD+ 7 build 7009 it said I had the latest version! I've been in to the archives and sure enough the hotfix is there! Could we please have annoucements in future as they are useful to let us see what is available?
Unable to translate default product types
In the multilanguage version, some IT items in the product list are not editable for translating it to local language. Is there a workaround?
Feature request: Option to forward request including
I am using Servidesk plus 6 -6010. I would like to have the option to setup a rule or alert so the request including attachmetns can be e-mail to a technician. I currently can only send request alerts for technicians. when the technician gets the request , the attachments on the request are not included
Requested resource is not available
After a upgrade SDP 7009 on 7010 pictures in applications are not displayed. On file system there is this picture: \\server\c $\AdventNet\ME\ServiceDesk\inlineimages\WorkOrder\1393\0.png The Reference to a picture looks so: http: //server/inlineimages/workorder/1393/0.png HTTP Status 404 - /inlineimages/workorder/1393/0.png -------------------------------------------------------------------------------- type Status report message /inlineimages/workorder/1393/0.png description The requested resource
How to Backup & restore MYSQL Database to a new server ?
We have installed Service Desk Plus Enterprise trial version in an old server and we do have a lot of data stored in that server. We purchased the licnese and then installed it on a new server. I did the backup of the MYSQL data base in the old server and copied to the new server that is running MYSQL. What is the next step to Restore this database in the new server ??? Help
SDP 7 Workstations scanned and from purchase orders
SDP 7009 Upgraded from 6014 As things have changed from SDP6 to SDP7, I have been going through the data checking all data is correct. I have noticed I have a lot more workstations listed than should be. These extra workstations are the assets received from purchase orders. What is the best practice way to deal with assets (now workstations) created from receiving goods from a purchase order? The workstations are also created with a Windows domain scan. Do I merge the PO workstation to the scanned
Unable to define $ticket owner for SLA escalation
When you define $ticket owner as the escalation point, SD+ does not remember the setting and instead disables that escalation level. Version 7009.
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