Add ability to select multiple software titles and e-mail in one go
At present you can only send e-mail to users once you have selected a specific software title. If you could select a number from the list of software and select send e-mail it would send the same e-mail to all users of all the software applications selected. This would be ideal to quickly notify all users of prohibited software for instance that they needed to remove it or face the consequences!
Track e-mail sent for Software Notifications
Extend the e-mail feature notifying users of software to record the e-mail and optionally create an incident. This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well. if the
Add a type to Relationships
Add the ability within the asset relationships to indicate that an asset makes use of another asset in a given way. At present all you can do is assign service(s) to an asset and have relationships with other assets. The Relationship is two way. Ideally you'd want to be able to say that an asset or service relies on a given asset(s) or uses it. For instance a work distribution system that sends jobs via e-mail operates on AppServerA. E-mail operates on MailServerB At present if you linked the AppServerA
Ability to Archive Assets / flag them not to count towards license
Provide an ability to archive an asset retaining all history about it, related incidents etc. This will reduce the impact of an asset on the license count for nodes. No new incidents would expect to be assigned to the archived asset. All incidents/ problems etc would remain visible that related to the asset.
Import relationships between assets and components via CSV
Allow relationships to be built offline and then imported via CSV. Suggest the CSV to have the ASSET NAME and COMPONENT NAME as the two fields. An Asset could have multiple components imported in the same file.
SD+ 7 Dies after enabling pass through
You know, at first I thought it was me, but I did a totally clean install and rebooted after uninstalling. The last time I Uninstalled SD+ 7. Rebooted Installed SD+ 7 Started server Pulled up Admin interface Set up the login info the AD Domain Set the requester to send an email reply upon a request Then I set the AD login and pass through then I can't access the web interface anymore. It's just not responding. Stop and restarted and nothing. Any ideas? Oh yea, installed the standard with 30 day support
Edirectory/LDAP
Is there any word on when we can expect to see edirectory/LDAP authentication in SD+ 7? I notice there are a few post about this, but no definite answer.
Requester can view question
Hi,ox I'm trying to hide certain additional request fields from the requester. I tried unchecking the Requester can view checkbox in the Request form customizer. This does remove the field from the request form, but the requester can see the field when he looks at the request after it has been opened. How do I remove an additional request field from the requester view altogether, but keeping it visible for the technicians? Thanks, Hanneke
How to restore SD+ after a server failure
HI all, i'm rebuilding a server after a failure and i need to restore SD+. I have the original folder structure from the server before the failure, and i've installed the same version of SD+ onto the new build. I've tried copying the old folders straight over the new ones but then SD+ fails to startup. 1. How do I get my data and all my configurations back? 2. How do i reapply my licences? thanks in advance!
Emailing updates to existing tickets
Most of our users correspond with the software using Email, not the web forms. When then have updates to cases they typically will just email the help desk, which obviously will create a new ticket. It would be nice if they could reference the ticket number in the subject and the email would automatically go to the existing case. Right now, we're forced to merge cases all the time when they do this. Cisco uses this in their help desk software. Thanks, Craig
Ability to use requestors field as a phone book
I was looking at the requesters list today & thought wouldn't it be good to us that page as a intranet phone listing? I use the AD import function & as it has all of the data for a phone listing it would mean only having to maintain 1 set of records. I guess it would not be too hard to present this data in read only format as a phone/email listing? Cary
Format problems when replying to or forwarding requests
When we reply to or forward requests, all the line breaks in the original message are lost. As a result it's very difficult to read the original message. Is this normal? Is there a setting or preference that needs to be set? Regards DavidM Version : 6.0.0 Build Number : 6007
Body Message in Scheduled report
When a place a message in the body of the scheduled report, it doesn't show the space in every graph. Does anybody how to solve this? Thanks
Datetime algorithm used in (TimeSpent-)reports
Hello there, As I am having trouble with the reporting module (see other posts about issues with the Reporting Module, mainly about "FAILURE :Unable to execute report"), I am trying to get some reports from Excel, by using the MySQL ODBC Connector. All this works fine, but now I have a question. I see date/time-fields converted to numberstrings (like 1191503266944 for a timestamp somewhere in October 2007). Can anyone tell me which datetime-algorithm is used in SDP, so I can convert those strings
Purchasing Process
I work in an office where we have a purchasing process already set up that will not involve SD7. I would like to use the purchasing feature of SD7 to track the purchasing for the department I work in. Is it possible to by-pass the approval process for purchasing or can I submit and approve purchases myself?
Problem while communicating with HelpDesk module
When I click on tickets with OPS Manager MSP 6005 edition I get the above error. Fresh install. Was working on a previous install. I am running this on a port above 22000. Craig
Editing Note Timestamp?
Hello all, Running build 6012. Is there any way to edit the timestamp on the notes within SD, or for the timestamp to remain unaffected? We have instances where we choose to edit a note a couple of days later, and the timestamp is immediately updated to reflect the change. Can this be turned off, or can we manually update times? Thanks in advance.
Service Desk Pro to SDP 7
can you upgrade your SDP to SDP 7 or is it a fresh load?
Java Chewing Resources, Helpdesk unresponsive
Hi all, Hopefully someone can help me with this before my license key arrives... Java.exe is chewing CPU & Memory Resources. I've just installed SD7 build 7002 on a Dual P3 1.4Ghz machine, with 2.5GB Ram and 40GB HDD space, using MySQL. Java seems to be chewing up all available system resources, even though the system isnt doing anything. I can seem to modify assets, etc or the admin side of it no problems, but when trying to modify a helpdesk request, CPU Usage goes to around 100% and the page just
Service Packs and Hot fixes question
Hi, Currently have SD+ 7.0.0 Build 7001 installed. Want to update to Build 7003 Do we have to install Build 7002 first or are these updates cumulative (ie go straight to build 7003 update). Thanks, Wayde
Backup via windows scheduler... howto?
Hello, I'm trying to create a script that makes a backup of the database. See below... But the line after "echo Shutting down ServiceDesk..." pops up a window unfortunately that asks if I want to shutdown Yes/No. How can I get rid of this question so I can put it in the Windows Scheduler? Note: Some lines in the code might be cut into pieces due to forum window size. ::This script creates a backup of the ServiceDesk database in D:\ServiceDesk\backup ::It can be run at any time, but should best be
Permissions for Requesters
Is it possible to grant view access only for Purchase Orders to a Requester without making them a technician? And if so, how? Thanks Rob
Problem with german umlauts (���) and strange format in mail
Hello, Since upgrading our Service Desk with Hotfix 7003, all sent or forwarded mails have problems to display german umlauts (���) Example: Sali z� ¤me � � wir haben einen Ausfall der PFS,� � k� ¶nntet Ihr bitte einen Auftrag er� ¶ffnen� � und mir die Case Nummer durchgeben? � � Herzlichen Dank Any idea? Br, Daniel
AD Scan return 0 found object if OU named in Russian
ServiceDesk 7.0 build 7002 cant scan AD if OU named in Russian language. I'm testing this bug: Create OU with _only_ English symbol and move to this OU one computer and one user with English login name. Run on this OU ServiceDesk AD scan for computers, scan return _one_ computer found. In a similar scan this OU to users, return _one_ user found. Make this OU name with russian symbol, scan computers or users return 0 found. If user login name contain russian symbols scan for users return 0 found users.
Assigning software with multiple enterprise licences
In typical fashion I appear to have created a new complication to resolve with the asset management section. We have enterprise licences for much of the core OS and server products, so have created the appropriate enterprise licences to assign the detected software to. However I have discovered a number of servers and workstations that aren't using the enterprise license key so I want to assign these rogue installs to either another enterprise licence calling it something like OEM version, or to
Send Email when a task is assigned to a technician
Hi, When I check this notification under Notification Rules then Save the new setting, SD+ does not indicate that the notification has been turned on by now showing the tick in the checkbox. Is this a known issue? If so how can I get around it and turn this thing on as we want to assign tasks to other techs but they are not receiving the notification. Using versions 7.0.0 build number 7001 Please assist asap as we have technician training tomorrow afternoon which is intended to cover this. Thanks
Trayicon gone
When i start SD+7 now there is no tray icon anymore (yes i am on the console :)) SD+ runs fine, but I am curious why the tray icons isn't shown.
FAILURE :Unable to execute report
We are presently testing ServiceDesk Plus and we are running into this error message FAILURE :Unable to execute report when attempting to launch any default reports. One of our key interest in this product is the ability to run reports and have charts automatically generated. However, we cannot get them to work. Any help would be greatly appreciated. Thanks
Quick Create - force select requester
We have a problem where our technicians use quick create but instead of selecting the requester they just type in the requesters name. This adds a new requester to the list but no other details are added. There are two issues with this. 1. The requester doesn't get an email confirmation of the logged request 2. The requester is duplicated in the requester master list. We like quick create alot as when the helpdesk is very busy we use this feature and the a pool of technicians can pick up the unassigned
Whats the latest on the upgrade from 6 -> 7?
Hi, We are expecting a release at the end of Sept (this week) - whats the latest? Regards Si
Open and Overdue Report
Hi, I have this report that i want to generate. The report goes as it will show open, on hold and overdue tickets of the technician just like in the global view by technician. Technician Open On Hold Overdue Tech 1 0 2 This is the report format Can someone help me with this? Thanks in advance
how to download SD+ 6 , 6012?
I have had a problem with my server and have had to rebuild, I need to download SD+6 ideally 6012 to recover my system but in the download archive every like downloads either SD+5 or SD+7, very frustrating, does anyone know where I can get the V6 installer?
Multiple Features Requested
Running SD+ 6 build 6011 (waiting for the v7 upgrade pack... patiently) Features that we'd like to see implemented. Please let us know if any of these have already been filled in SD7 and i apologize in advance for double listing them. 1. Custom Request Layout for Requesters and Technicians 2. Discount % field in P.O. system 3. Submit PO for approval, email notification should be a drop down list of Techs that have the right to approve PO's instead of having to type the address manually. 4. Once PO
Link to request into Web Portal
Users do not like having to have another username and password to get into support center. Is it possible to send the customer an encrypted link that will only allow them access to their request in a read only web portal view. This would remove the need for customers to have usernames and passwords simply for an update on their current request.
Solutions
I would like to have the ability to limit access to certain solutions based on role or user login. There are certain solutions that you may not want everyone viewing that has access to the solution's module. I know that you can enable / disable self-portal user�s access to solutions. I am referring to limited access of certain solutions to a select group of technicians. Cheers, QRM
Asset/software database
Hi there, One thing that would be great for ServiceDesk, Opmanager and DesktopCentral is for them to share the same asset database. It seems that i have to maintain three different asset databases when it would be nice that all three products could synchronise their assets, otherwise it seems pointless having an asset/software list in both desktopcentral and servicedesk plus, as well as the assets configured in opman. Is there any way to currently do this or is this a future feature? Cheers, Ben
Troubleshooting HTTP Status 500 -
Why it occurs? type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: User : {0:unknown} do not have permission to access table. Access Denied. No roles assigned for the user org.jboss.ejb.plugins.LogInterceptor.handleException(LogInterceptor.java:369) org.jboss.ejb.plugins.LogInterceptor.invoke(LogInterceptor.java:195)
uploading an inventory CSV causes service to fail
we are running V7 SDP here (37,751,788k sized) and we cannot upload standard CSV with our PC inventory details - it stops the service so severely we have to reboot the server. Restarting the service does not make the service work. worse still we cannot uninstall the program to reinstall as it has a "Installshield Engine (ikernel.exe) could not be launched. The system cannot find the file specified" error. So we are in a bit of a bind. A bit of research shows the 'cannot uninstall' problem is a common
My MSsql database is getting heavy load on CPU !
Hi ! Since october 1st i my MSsqldatabase went from 10-20% CPU load to constant 75% Cpuload. It also started to put out loads of log files. Her is what comes in the log file over and over again. As far as i can udnerstand it is something with the date. Can somone please help me what to do ? I am on a trial license but i stil have like 35 days left on it. [11:34:41:912]|[10-04-2007]|[com.adventnet.workengine.scheduler.internal.RefreshController]|[SEVERE]|[16]|: |com.adventnet.persistence.DataAccessException:
mssql issue
I tried to move trial sd db to mssql version msde 2000a OS windows Server 2000 rus everything seems great but - sd stopped fetching emails process sqlserver.exe feeds 100% of processor mssql profiler shows 2 repeated queries: SELECT Task_Input.INSTANCE_ID, Task_Input.SCHEDULE_ID, Task_Input.WORKFLOW_TEMPLATE_ID, Task_Input.SCHEDULE_TIME, Task_Input.EXECUTION_START_TIME, Task_Input.EXECUTION_FINISH_TIME, Task_Input.WORKENGINE_ID, Task_Input.ADMIN_STATUS, Task_Input.OPERATIONAL_STATUS, Task_Input.SERVER_ID,
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