Upgrade from SD6 to SD7 Availability
I'm probably the umpteen-millionth person to ask this question, but when can SD6 customers expect to see the upgrade path to SD7? We have been waiting patiently for the bugs to be worked out, however you released the full SD7 software - umm - over a month ago and those loyal SD customers who have been using the software and paying large sums of money for annual renewal fees are becoming very disappointed with the priority your team seems to be placing on existing customers. The features in SD7 are
Network scan ranges
What are the accepted formats for scanning a range of networks? We know that 10.x.x.0 allows for scanning of the entire subnet, but we would like to limit the scanning of the subnets to between the .100 and .254 range. Is this possible? Thanks, Steve
SD+ 6.0 Released
First, let me apologize to you all for the delay in release. Second, thanks to one and all who have been patiently waiting for the release. Third, thanks to all who have contributed their suggestions to bring the product to a good shape. Fourth, All instructions given here are important and so dont forget to read through the entire post. Now, check out the release. Download Version 6 from http://www.servicedeskplus.com/download.html This is a direct download. A Service Pack has been released to help
How do I assigned roles to a user
I need help with a user. I created a new role but I do not know how to assigned to the user. Please let me know how!
POP SSL
When will there be an update to allow pop ssl connections? This must be a big problem for more than just me. Does anyone know a workaround? All help is greatly appreciated, thanks.
Cannot create Business Rules.
I sent an email to support 2 days ago about this. Hopefully I can get a quicker response here. FAILURE :Error while adding the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,190,727,950,385. Build 6011
issue with double spacing
ok maybe i'm missing it somewhere but i can't find. can someone be kind enough and let me know how to stop SD+ from double spacing in fields where you can free type. it's aslo doing the same thing on the Notifications Rules windows. HELP!!! thanks in advance.
How to remove requests
Hi, We have some requests in our list which are corrupt (i think). we cannot open them. but we can also not delete them. How can we delete them? Regards, Jeroen
failed to open servicedesk sdp7
hi guys i have problem about sdp7 when i started to service desk server program ,its starting to loading but suddenly closing . i coulndt use program someone can help me please ? ps: i installed ms sqlserver 2005 and when i was installing servicedesk v7 i choosed mssql thanks emre
SLA - resoltion time
Is there any way to amend the resolution time to a response time in the SLA section. If we get a significant system failure (hardware problem) that involves system rebuild/recovery, which would be a high level SLA - surely the SLA should be a response within a certain timeframe rather than a resolution. Fixing some things its is very difficult to give a guaranteed fix time and as such I would likely be stepping outside the SLA on these occasions.
Wildcards for Custom Fields in Reports
kkevin// Is there a way to use wild characters when adding a filter to reports? Example: We use billing codes and it is currently a drop down selected box within the ticket. We would like to run reports off of this but not have to remember the whole billing code. So - if the billing code was 17171717233 we want to enter 17% or whatever wildcard we can.. Thoughts?
Add item column to request view
It doesn't appear that in the request view you can add the "Item" field to a column. (You click on the thing that looks like a calculator, and you can add various columns, but subcategory and item are not available choices to check.) Is there a way these can be added? It would be immensely helpful.
Time spent on Requester notification
Is there a way to include the "time spent" on a request in the notification to a requester when a request is closed? I looked and did not see a field. Thanks Chuck
best practices for customer data
I would like to know if anyone has any best practices suggestions regarding keeping customer data in Service Desk accurate and normalized. We are a potentially new customer evaluating the software. We would be using a .csv file to import our external customer data. No active directory. Thanks, Keith
force remaining business rules to process after one is true
I did not read anywhere (documentation, screens, forums) that once a business rule tests true that SD ceases to process subsequent business rules. I hope I am VERY wrong. Having a number of singular tests to do, I am hopeful I can define an independent business rule for each one with a resulting action if it tests true. Otherwise, I would have to create a business rule for each and every possible combination of all tests, not only laborious to set up, but creating a maintenance nightmare to make
Problem with temp files (report)
Hello, I have a problem with one of my report : When I execute the report, they have a lot of temp files (virt*) directly in the /reports folder... Yesterday, we deleted 3 800 000 files... Can you help me??? Thank!
clicking UPDATE button in Request Detail editing hangs
Clicking UPDATE button upon editing existing request in Request Details hangs, or maybe it is aborting. Yellow popup Processing. Please Wait.. with spinning icon occurs. Browser progress bar advances to about 33% and no further. Browser spinning "busy" icon on IE7 tab flashes only, then returns to SD+ logo. Browser status line shows "handle Response called. http://[servername]/framework/html/blank.html". There are no scripting error warnings from the browser. Pressing escape to halt browser indeed
Error on page
From time to time I get an error (ending with blank.html) when trying to enter a resolution and close a request. Irritating.
UPDATE of edited Request hangs
Test requests are being submitted successfully by myself, an administrator. I then edit a stored request, and press the UPDATE button. The browser status line says: "handle Response called.http://[ourservername]/framework/html/blank.html" The browser progress bar moves to about 25%. The pale yellow popup says Processing. Please Wait.. with spinning icon. It never progresses any further in 10+ minutes. Tried multiple times with same results. Tried other test requests with the same results. Help. Build
Application is crashed after restore from SQL SDP Database
Hello Servicedesk, we have a Big Problem with SDP6 Build "6012". We have changed at 18.09.2007 the Domainadmin password on all servers. The application SDP is to the time still running without problems. At sunday (22.09.2007) is the database and application crashed. The SDP server is a W2003 system include SP2 and the database is running of a different server (MS SQL 2005). The backup sequenz from SDP6 is daily at 23.00 CET. Our Servicedesk call me with a problem with the SDP6 at 22.09.2007. A restore
Everything is a Workstation
I have been trying for months now to add devices that are not workstations. If I go to a link to add a router manually I get the error: FAILURE :Problem while performing the operation. Please report the problem to the system administrator, with the Error Code - 1,190,891,609,692. THose items that are servers are still classified as Workstations, even though they are clearly servers: Operating System : Microsoft(R) Windows(R) Server 2003, Standard Edition I need to properly enumerate all of my assets
Resource details being removed after a domain scan
Hi, I seem to have issues with Cost / Vendor / Acquisition Data & Expiry Date information being removed after scanning the domain. Last week I entered all this information manually so I could keep track of the age of equipment etc. After running a scan the information has disappeared?? Also, when I try to change the equipment to 'in use' it seems to move that back to 'in store'. Any advice would be great as I need to provide a report to the Board based on our laptop status Kind Regards Neil
Converted to MSSQL Today now big problems
Hi Guys, I converted from mysql to mssql today. I think I did something wrong after a reboot the service desk data was reset to a default install. I have a backup but I have to use it I will lose a little data. I think the data is in the mysql database in its entirty how can I get that data into my new install. I also was planning to migrate to sd+7 enterprise from service desk +6. I called and support told me to do a backup then upgrade to the new version. Then restore the backup will this work.
Create a new field with a value from another field
We're looking for a possibility to use remote control in Service Desk. With remote desktop web connection this is possible using a hyperlink. Remote desktop web connection uses the DNS-name or the IP-address from the computer which should be remotely accessed. In our case the asset name is the same as the DNS-name. So if there's a possibilty to get the value from asset name and fill it in an other field, which contains the rest of the hyperlink, that would solve my problem. So my question is: is
convertion DB windows to linux, is possible?
is possible convertion DB intall windows xp, to linux instalation?
SD+ 6.0 - Request templates...
I like the idea of request templates, and I see some great value. However, currently, I see at least one limitation. We are currently limited to 12 additional fields for requests, and are limited to the 3 types of fields (single-line), Multi-line, & Pick list. I would like to see checkbox, radio, and text-line added; however, with this, I see a need to be able to customize the ... Scenario: New Employee 1. HR creates request with important employee data: - Name (first, last, middle) - SSN - Start
Search for an asset
It would be so nice to be able to search for an asset when you are setting up a new request for a user, and the asset involved is not the requestors asset! You can click on the Plus next to the asset, and click on "all assets", but the list here is tedious, out of order, and there is no searching capabilites. I just saw that after the request is created, you are able to change the asset to anything in the environment, which is definitely helpful, and doesn't make this request quite so urgent. Thanks!
Autoscan doesn't update information
I'm using the ServiceDesk Pro 7.0.0 and I'm having an issue updating the information of my computers in the "Assets" folders. When I personally add a computer's ID (and nothing else) to the list then choose to scan it one of two things will happen. One it will fail, at which point it updates when the last scan was done. The other thing is that it succeeds, tells me that no hardware has been changed, it dosn't update the information for that computer and it dosn't update the information on when the
SD6 not starting up after update to build 6012
I installed the new patch today and now my SD+ will not start. I ran run.bat and this is the result: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: C:\AdventNet\ME\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl oyment.system.AdventNetServerImpl -Djboss.boot.library.list=log4j-boot.jar,jboss -common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Report on Solutions
Hi, we are using the Solutions to publish changes to our case manangement system to inform users of changes. How can i produce a report to show all the changes (solutions in one category) in a date range? Thanks
Domain Scans fail
We have 6012 running on Svr2003 SP2. SDP has not been able to complete a domain scan for sometime now. It will see the OU's, tell me how many machines are listed in the server and start the scan. It will go through an as yet random number of the machines and then stop scanning. The scan window will continue to run, but there is no action in the background. What is the name of the process that should show up in the Task Manager when the scan starts?
how to get tickets assigned to the priority
Hello, I'm trying to get tickets that come in to have a priority assigned to them. I have set up sla, business rules, categories but nothing works. Any help is greatly welcomed. Heather
Acquisition/Expiry dates removed when machines scanned
Hi, We're having some trouble with manually entered acquisition and expiry dates being removed when some (not all) of our machines are scanned. We're running 7.0.0 build 7001. Does anyone have any ideas? We've had a few wasted hours duplicating work and entering dates so far Thanks, Brett
How to identify tickets that came in "After Hours"
Hi! We are looking for an easy way to identify tickets that came in after our normal business hours. (we would be running a report to find this out) Thanks!!
General Failure importing Workstations in SDP 7.0
We are getting a general failure message everytime we attempt to import any workstations from a csv. It will accept the file when located, and the fields show up appropriately in the mapping section, but it fails to import. The message in the error box just says: "General failure while importing data from file." I have attached the file to this post.
Restore fails : Cannot insert duplicate key in object dbo.so
Trying to move from MYSQL -> MYSQL i've followed the documentation (6012 btw) when trying to restore my db i get : 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO softwarelist (SOFTWAR EID,SOFTWARENAME,FILEVENDOR,FILEVERSION,PRODUCTNAME,PRODUCTVERSION,COMPANYNAME,S OFTWARETYPEID,CURRENTLYMETERED,DESCRIPTION) VALUES(4229, N'M┬�╔�┬�', N'', N'', N '-', N'-', N'-', 1, 0, N'-'); java.sql.BatchUpdateException: Violation of UNIQUE KEY constraint
Unable to Close Requests
I am evaluating ServiceDesk Plus Professional Edition so I am still trying to work through some issues before I purchase. After a request is submitted via email or through the web interface and I go in to resolve it, I get an error when trying to close the case. The following error is displayed: Warning: Request cannot be completed. Please fill in the following fields -requestType This would be fine, but there is no requestType field being displayed for me to fill in. Any solutions to this? Thanks
Has service desk got the option to move through the calls?
Has service desk got the option to move through the calls without having to exit the one your viewing? In Outlook, when viewing a message you can view the next message by clicking on the Up & Down Arrows. This would make scanning through the calls much easier. Thanks John
XLS export failure
In SD7 Whenever I try to export an audit trail report to XLS (or CSV) it fails: FAILURE :Unable to execute report : C:\AdventNet\ME\ServiceDesk\bin\..\reports\302\null.jasper - HTML and PDF export works fine. Is this a known error?? and is there a solution to this? Regards
Parent-Child Relationships
(1) Does anybody know if SD7 comes with the Parent-Child ticket relationship feature? What I want to be able to do is to create another ticket in response to the original ticket and have this ticket automatically correlated to the original. Anyway to work around this without the Parent-Child feature? (2) When will this feature be available? (3) When will the SD Pro 6 to SD7 Upgrade be available? Is it FOC if I have SD Pro 6?
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