Show/Hide fields in request forms
How do show or hide fields in the default request form, or when using request form template, for a technician so that when filling out a new request, those fields do not appear?
adding solution field to reports
Can the solutions field be added to reports? If not, can this be in the next release if so, when will the release be available. Thanks
New ServiceDesk Beta version
Hi, I�m testing the new Beta version from Service desk, our company(UPC Netherlands) needs a new management tool. Have installed the Beta version because that is the only one with Support Service and Change request. First impression is very good but still some things must be add/ fixed if we can use this. I write here some questions, i hope you will answer them soon. Within the first 4 days we will migrate from IPC support centre to a new tool but that tool is nothing like this nice software you
Duplicate entries when importing requester data from csv
Hi I am using service desk plus trial version. I have imported requester data from csv file. When updated requester data instead of overwriting existing data duplicate entries are created. Any help?
Moving the location of atatched docs storage
When you install service desk plus it places the default storage location for atatched docs on the C drive, generally I wouldn't put apps, data or file storage on the same drive and I want to move the location of the atatched docs, any one any ideas on how to do this? support haven't come up with much so far!!!
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
support availability
I am considering purchasing SDP and implementing it here where I work. Can anyone tell me how well they support their product? I have e-mailed the support help mail address a couple of times, but have received no replies - which makes me a little leary. Any advice would be appreciated. MB
Sub category
I am using Service Desk plus 6 build 6010. I can add as many sub categories as I want through helpdesk customizer, but when I create a new request, the subcategory field only shows me 3 options. Is there any limtation about the number of sub categories per category?
Build 6010 crashes
Hi guys, I am currently testing build 6010 but I am getting unexpected server crashes. The wrapper.log shows something like this: ERROR | wrapper | 2007/08/01 12:10:10 | JVM appears hung: Timed out waiting for signal from JVM. ERROR | wrapper | 2007/08/01 12:10:11 | JVM did not exit on request, terminated STATUS | wrapper | 2007/08/01 12:10:16 | Launching a JVM... INFO | jvm 4 | 2007/08/01 12:10:26 | This evaluation copy is valid for 28 days INFO | jvm 4 | 2007/08/01 12:11:22 | Unclean shutdown of
How to add list of customers in SD Plus
Hi Geeks, I'm using the online demo version of the SD Plus 6. Please could you let me know, how to add new list of customers in SDPlus. [ Background - The Service provider has one centralized desk, which attends calls for hardware assets from different customers. Here I would want to maintain a list of customers, who are availing the service from this Service provider ] I see that there is Organization details, but this is for the orgn, which owns the service desk. Look forward to replies. Many thanks.
Custom report failing after SD6 upgrade
Hello, I have just upgraded to SD6 following the instructions as per the website, and now I cannot run a rather important custom report. The report contains a custom request field, I have tried running the report without this field but it still fails. This custom report is used to track and charge purchase requests so it is very important this problem is resolved. How easy is it to go back to SD5? What PD ifno do you require? Many thanks
Question on AD Scan and Saving settings
Quick question: when I set up an AD scan and enter the settings it runs a scan which is cool. Question is when I set the scan to run on a timed sequence does it save that scan, because when we go to the edit the scan all the fields are empty again and we need to re-check everything. Thanks Michael
Mail stopped fetching on Friday night
I seem to have a problem with mail fetching. SD can send mail OK, but incoming mail is just sitting in the mailbox and not being fetched. I have about 7 replies that should be getting added to existing requests but they're not being processed. (I haven't altered the subject lines) Mail fetching is RUNNING, password and protocol etc and mail address are right I've restarted SD services Does anyone have any ideas why mail wouldn't be getting fetched? I am running SD 6008.
logon details screen
If i click on the don't show logon details again on the login page nothing happens and I get the following error box Line:54 Char: 3 Error: Object dosent suppor this property or method Code: 0 URL: http://statler:8080/ I am using IE 7 version 7.0.05730.11 Anyone know how to fix this, i don't want to publish this to my organisation with the administrator details showing.
ServiceDesk receives cant send e-mails.
I have ServiceDesk configured to send emails but, when the mail is to be sent to an outside mail address, it receives a mail informing that there was an error. Sample notification error: ------------------------------------------------------------------------ Undeliverable: [Pedido N� : * 85=?UTF-8?B?ICpdIDogRXJybyBpcnJlY3VwZXJhdmVsIGdlcmFsIGE=?==?UTF-8?B?byBpbXByaW1pciBkb2N1bWVudG9z?= Descri��o Your message To: info@alflora.com Subject: [Pedido N� : * 85 *] : Erro irrecuperavel geral ao imprimir
Unable to access the ITIL demo, itildemo.servicedeskplus.com
I am unable to access the demo of your SD+ enterprise edition.
Issues with Asus Laptops
Hi all, We are currently trialling the Service Desk Plus 6 edition in our environment and have hit a stumbling block when it comes to the Workstation scanning modules and Asus laptops... From what I can work out the Workstation Scanning Module uses the "Serial Number" value stored in DMI under the System Information DMI handle to generate a "Service Tag" value in Service Desk Plus... On Asus laptops this value is populated with a generic value... We also use Toshiba laptops and on these, this is
Problem with Resoultion automated email
Hi When the job is closed and the resoultion email is sent out to the user, only sometimes is the resoultion included in the email. These fields are set to mandtory and a resoultion must be filled in before it can be closed. Any help would be greatly appreciated Thanks
I'm have troubles with restoring SD6+ backup
Hello! I'm have troubles with restoring SD6+ backup In table "softwarelist" - errors on these strings... (461, N'Realtek AC97 Audio', N'Realtek Semiconductor Corp.', N'5.09', N'-', N'-', N'-', 1, 0, N'-'); (2106, N'Realtek AC''97 Audio', N'Realtek Semiconductor Corp.', N'5.09', N'-', N'-', N'-', 1, 0, N'-'); (676, N'Pegasus Imagings PICVideo 3', N'Pegasus Imaging Corporation', N'3.0.9', N'-', N'-', N'-', 1, 0, N'-'); (2107, N'Pegasus Imaging''s PICVideo 3', N'Pegasus Imaging Corporation', N'3.0.9',
General Questions - SMTP & Auto PC Assign
I've being trailing ServiceDesk Plus for a number of days now, however the following issues are hindering a purchase... - The program doesn't seem to be able to accept incoming SMTP. Is this true or have I just missed the setting? I've tried entering 25 as the port # however it still says it can't connect to the server (outgoing works). - The above issue wouldn't be too bad if requesters you could reply to questions sent from technicians within the web portal. I know you can use notes but these are
Forwarding on a new case
A new case is created by an inbound email. Sometimes we need to forward the case out to a third party, maybe a sub contractor. It seems that if there is a reply or some other entry on the case, then the forward a) gets registered and b) gets sent. If the case is new and there is nothing else logged to it, both a & b do not appear to take place. Has anyone else experienced this?
Simple report for our KPI
Hi I'm trying to generate a report but am not yet able to get what i want. I would like the report/chart to show for each technician how many of the completed requests were completed on time and how many are overdue for our specified date period. So essentially Im looking for something that shows each request and then a total sum (completed request date > due date = x ), (completed requests date < due date = y) percentage of x and y for our KPI. Forgive me if this is really simple, as i have only
Asset Limits
Hi, I am currently evaluating Asset Explorer and have just discovered Service Desk Plus. Please could you let me know if there is a limit to the number of assets you are allowed to manage in Service Desk Plus. We only have a requirement for 2 technicans but I need to ensure that as well as the Service Desk aspect that this product, it has exactly what Asset Explorer has with regard to Asset Management. Kind Regards
total memory information on reports
Hi - when i run my inventory reports, the total memory reported for the computers are always wrong. They report memory in kb, such as 509kb when the machine has 512MB. I'm using build 6002. Please help.
Reporting lapsed time
Relatively new user here - trying to get to grips with reporting. We're not using "dueby" dates when creating new tickets and was wondering if there was a way of reporting lapsed time (ie accumulated time since the log was opened and "now") in the reports? I'm wanting to do an aged debt-type of report to show how long jobs stay open before they are completed. I've had a good old search around and not seen anything - I'm sure there's an easy answer somewhere but if someone could point me in the right
DB Configurations
We're running the demo version of SD+, obviously for demo purposes. We are trying to configure the software to use a MYSQL database on a remote server. I can get the software to connect to the server and it created the db schema, however, the schema is completely empty. How do I go about getting the app to use/create everything for that database? Also, now that I have changed it to point to the remote server for the database, the service will not start. It runs about halfway through the startup screen,
Logging in to see tickets
OK, user email's support. user get email'd a reply. Email contains a link to check on status of ticket. Is there anyway the whole login process can be avoided or turned off. For our uses we prefer users not have to login. Is that possible? Running SDP 6.0.0. Thanks Kevin
To Import Requesters from Active Directory Fails
Dear all, When I want to import requesters from AD, system can list all OUs, but no added records after the process finished. Could you help me to resolve this issue? Thanks. Jonathan
AutoNotify Manager of requests
I'm trying to figure out if there is a way to set up some sort of notification rule to automatically notify a manager for example, any time a type of security request is put in. Not necessarily as an approval, but rather as a FYI. I see there's a way to notify the requestor, or a technician, but I don't see that there's a way to notify a third party. That would be really nice for our purposes.
Backup problems in 6.x
We recently upgraded from 5001 to 6000 and then to 6010. During this time we noticed that the backup duration increased dramatically after upgrading to 6.0. Our typical backup would take less than 4 minutes. After completing the upgrade, it now take over 55 minutes to backup the same amount of data. Do you have any suggestions or solutions to resolve this issue?
Cannot delete date field after choosing a date
Is there anyway to delete a date field after choosing one from the calendar? Thanks in advance
Problem with links in Attachments with contracts.
I'm recent detect a problem with my attachment links in contracts. Allmost all of then when we click on it gives an error like this: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.IllegalArgumentException: URLDecoder: Incomplete trailing escape (%) pattern java.net.URLDecoder.decode(Unknown Source)
Problem in SDP 6010 adding or editing business rules
I've just updated from 6008 to 6010, everything went ok, until I tried adding new buisness rules... I was able to select a category > subcategory > item - Which would let me select an individual item from the list. Now since the update, it comes up with display. See attached document for screen shots. This is a big problem, as i've got alot of rules to add and edit. Intead of shows me the name of items, the application shows me the id of item. How can i know wich id belong each item? Coul you help
requests getting duplicated
sometimes a request is getting duplicated on version 5507 . its very rare, but is happenning.. ne suggestions??
Preventive M task no going as scheduled
I have set up the PM's to automatically create on a 90 day time frame. But within the recent month it is creating them every month, but the set up is at 90 days. What would cause this????
Assets are no longer assigned to a requester
At my company we're evaluating Servicedesk Plus for over a year and just when we considered to make the step to the self help portal (and to the professional version) we discovered something very disturbing. We always received our tickets through email or I made them when receiving a phone call by creating a new request and filling in the requester name myself (fe: bart de pauw would become my simple log on name BDP). A few weeks ago, I thought it would be interesting to check the import from AD
How to import Workstations which are not reachable ....
...to the Servicedesk plus Computer. For example, I cant import all the workstations from different clients cause I don't have external access to the local lan of the clients....or another situation, there are different workstations with no access to internet. How can I import those workstations, is there a kind of client agent??? Other situation, i use servicedesk and i cant get my notebook to the client to import all workstations, cause than other can access servicedesk....kind of downtime. Yours
Backup process is extremely longer than previous version
We recently upgraded from 5001 to 6000 and then to 6010 in our test environment. During this time we noticed that the backup duration increased dramatically after upgrading to 6.0. Our typical backup would take less than 4 minutes. After completing the upgrade, it now take over 55 minutes to backup the same amount of data. Does anyone have any suggestions or solutions to resolve this issue?
MSDE 2000, SQL 2005 Express or SQL Server ?
We have had many problems getting SD+ (6006 -> 6008) to work reliably: Scheduled Tasks stop running, 6008 Restore corrupts database, etc. SD+ was installed on French Windows XP PRO SP2 with database on French Windows 2003 Server SP2 with French SQL Server 2000. Support tells us to reinstall everything in an English environment: From the logs it looks like MSSQL and/or OS are in Native language setup. This makes the Server to hang (or) stop service frequently. The native settings in MSSQL/Os is not
Unlicensed software report
Hi, does anyone have a report in SD v6 that will show me all managed but unlicensed software grouped by software title that lists the workstaion names. Thanks
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