The problem
Greetings I from Russia. At me such question in occasion of ServiceDesk in Russian. The problem consists in that that when I create categories and in them subcategories that at creation of the application by the user at its subcategory are displayed in the form of question marks. What it is possible to do with it? And in English all by way of.
$requestlink customization
Dear Support , We are trying to customise the variable $requestlink to reflect the IP address of the server running service desk instead of the default computer name . Where can i do that ? thanks cs
Technician details
Requester can view technician name. But sometimes he need direct contact with technician. How to see another technician details such as e-mail, phone, etc.?
Resolution Menu
I have upgraded my SD+ version from 5002 to 6000, but i have an issue. As a technician i cannot enter resolution because there are not Resolution menu, then i have upgrade to version 6002, but i get the same issue, As a technician how i can enter resolution like in version 5002..?
Java Script Error
I've got two JavaScript Error in SDP build 6002 so I cant use report filter and business rules. Please help.
Creating requests with Opera
I have a problem with creating requests with Opera. All formatting is lost. Result request consists of one line only.
Domain Scan Failing
Running Version 6.0. When running a domain scan about half to three quarters of my 400 pc's come back with the following error: General failure while performing the operation. The problem here is that if I use wmimgmt.msc I can connect to these computers that are throwing these errors in helpdesk. I use the same domain administrator account to connect through the heldesk scanning as well as through the WMI interface. I do not recall having this problem with the earlier version. Its a windows 2003
Binding Service Desk to one IP
I would like to run Service Desk on server that has an existing IIS installation. I have three ip addresses assigned to this machine. ServiceDesk seems to bind itself to all three addresses when starting up. Example: 172.16.7.21 172.16.7.25 - Configured in IIS to use port 80 172.16.7.26 - Configured in IIS to use port 80 It gives me an error when trying to start the servers while ServiceDesk is running. If I stop the ServiceDesk service, the IIS web sites start with no problem. I have tried starting
time on new request is one hour behind
The webpage shows the right time, the server and the computers all display the correct time but when you create a request at 10 it displays 9.
Merge ticket error
When trying to merge tickets I receive the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 1 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) root cause javax.servlet.ServletException:
Spell checker
Hi, I really enjoy the new spellcheck feature. I've noticed when I replace a misspelled word by a suggested one, an extra space is added at the end of the new word. Is it something wrong with my system? If not, is it something that could be fixed? thx JohnEC
SD6 upgrade and DST
We were going to upgrade to SD6 just to address any issues that may occur due to the change in DST settings next week. I am not so much looking forward to rolling out a new version of SD at this time and am wondering what the ramifications would be of not upgrading at this time. We are currently on 5.5.0. Any information you could provide would be much appreciated.
force signon to a specific domain not working after upgrade
I just upgraded to version 6 of Service Desk Plus from 5.5. We are using ldap authentication for logins. In version 5.5 I was able to force people to login to a specific domain. Now at the login screen people are being prompted to select a domain or local login. Is this still an option that can be set? How do I fix this? Thanks, Mike
Approval audit
The approval process under SD6 do not have proper audit. I noticed both 'Approver' and 'Technican' can approve the request, and there are no audit showing who approved it. I.E. Technican can submit request to the approver but the technican themselve can also approve the request, and the conversation of the log has no way to tell who actually approved it. This definitely will not pass the auditor !!
Reports
I ran the default report for "requests by category" Looks great and had good info. I went back the next day to run the same report and it had changed some (about 60%) of my Work Orders to a totally differnt category. So now my data is all screwed up. What caused this and is there a fix. Also is there a way to get my data back to the way it was?
Unicode bugs in SD+ 6.0
Now, testing SD+ 6.0.... 1) When creating Request through the Quick Request form (See "Normal russian text" attachment) by clicking Add more details... we have text "broken" (See "Broken text" attachment) 2) When creating Request fields Category and Sub-cateogry are not displaying correctly - in Database we have Unicode and in interface we have "?" marks (see "Category and Subcategory" attachment) 3) In Reports interface when interface switched to Russian in ANY report entering "Filter" tab causes
Service Stops
For some reason the Servicedesk service will stop. It seems to happan after an user import is done. the even logs shows the following in order. mysql.time_zone_leap_second' doesn't exist trying to live without them then... ../mysql\bin\mysqld-nt: Normal shutdown finally ../mysql\bin\mysqld-nt: Shutdown complete I seem to have to wait a few min. and then restart the service by opening the servicedesk plus server app. sometimes I have open the server app multiple times to get the services to come back
Email Notification Formatting\Corruption
Following an upgrade from 5.5 to build number 6002 the notifcation for new requests recieved seems to have become corrupt. Here is an example. The main body of the notification has been cleared but still the formatting of the email is not right. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_29_8940812.1173889274204" ------=_Part_29_8940812.1173889274204 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit ------=_Part_29_8940812.1173889274204-- I have
An Appeal to all ServiceDesk Plus Users
Dear Users, We recently released SDP .... and a couple of hot fixes over this release. Along with the new features, few bugs crept in too :-(. As a result, many of you have reported upgrade issues in the past few days. Please be assured that we are working on resolving the issues and providing you the best support. We are foreseeing a delay in our support response for the next few days. Kindly bear with us. We will respond to your queries at the first opportunity. Thanks for the patience and understanding.
SD+6 approvals do not work
When requesting approval for a request, the link returned by "$approvalLink" is not working: THis is the error that is returned. HTTP Status 404 - /<a href='http:/mars:80/approval/Approve.jsp -------------------------------------------------------------------------------- type Status report message /<a href='http:/mars:80/approval/Approve.jsp description The requested resource (/<a href='http:/mars:80/approval/Approve.jsp) is not available. --------------------------------------------------------------------------------
Scan - Physical memory showing as KB
Not sure when this started happening, but for the 'physical memory' field of workstations scanned, the value is showing as KB instead of MB. The number is correct, but shows KB (ie. 512 KB). Any help with this one? Thanks!
Request notes
When a user adds notes to their request, the technician gets an email saying the note that was added, but no link back to the request. I looked in the admin section and under notification rules there does not seem to be a way to configure this. Can you direct me to that template? I would like to be able to add the link to the ticket because the only way to associate the ticket to the notes is to find it by the ticket number - Its in the title of the message you get. Please help me in any way possible.
Re-open ticket
Closed tickets are re-opened by e-mail replies. But for users working with web forms would be preferrable to change status of request throug web form too. Can't find this feature.
Email job submissions - not working
Since i service packed my Helpdesk to 6.0 we are having the following problem Some (not all) requesters are emailing the helpdesk but the neither get a response from the helpdesk and no record of their request is present on the helpdesk. As this is all handled internally there is no spam filter to content with. The Built in spam filter on the helpdesk has nothing configured therefore I beleive this should not be the problem. This is proving quite a problem Some advice please
How to Reset mysql password
Hi, This is deleep. i changes my DB (MySQL) password. Can any one knows how to reset the MySQL DB password? Thanks & Regards Deleep
Unable to Restore MSSQL Data
I have been unable to restore data to a ServiceDesk MSSQL installation and having read some other posts and ServiceDesk Support replies, it would appear that this is a known issue that will be addressed in the next Service Pack. So, correct me if I'm wrong. Currently, if you run ServiceDesk on MSSQL, there is now way to restore data from backup! If this is true it is completely unacceptable for a mission critical application and customers should be advised to NOT use MSSQL as a backend database until
Hotfix Installation
Hi, I was unable to install the latest hotfix so I removed the ServiceDesk application and downloaded the latest all-in-one installation package (33MB). I installed this and then attempted to install the hotfix. I was informed that the hotfix did not need to be intalled as the latest package was already installed. Ok. Sounds good. But on the front page of the client, it states ServicDesk 6.0.0. should it not read 6.0.2?
SD+ can't see installed Windows Server software.
Even though SD+ detects a Windows server OS, it doesn't add it to the software collection for that machine. Why is this?
resulsts from inventory scan
after running a network scan to update the machines on the inventory lists I've found that some of the info thats coming back is wrong I've attached a sample of my machine which has 4 GB of RAM, according to SD I've only got 3MB ? Not that this is a major problem, but it would have been handy when using the advanced filters, to pick up on low spec machines on the network
Request templates
Dropdown for request templates is not visible for requesters, only for technicans. Running 6000, maybe it's fixed in 6002?
SD plus V6
Hi upgraded to new 6 version, We now have problems. The ones I know of at the moment are 1. Merging calls bombs out with a HTT status 500 error. 2. We cant search for closure categories even though they exist it doesnt find them. Also I would like to bring up that I have requested a pick list for closure categories since we started using this software. I even had other people reply to my post agreeing this would be a good option. I even think one of your team said it would be good. I cant believe
Find a word in the "Contents text field" instead o
I need to find all solutions where a certain word is used in the Contents text field. I can only find a keyword, if this keyword is used with a solution. But what if I placed this word only in the Contents text field? I don't see this solution if I search for it. Example: I like to find all solutins where the word "mail" is used in the Contents text field. Now I only see the results where the word "mail" is used as keyword. Is this correct? Or Am I doing something wrong?
AD User Import Feature Request
It would be very nice if the AD user import allowed for filtering. Example: I only want to import users who are members of a certain AD Group. This would be a nice addition and should not be difficult to implement. Allow the admin to specify a filtering attribute string after they select an OU to import from. In my example above I would select my OU with users. And then enter my filter "memberof=CN=MyGroup, OU=Groups, DC=test, DC=stuff, DC=com" AD allows for some very specific queries, it's a shame
Purchase Orders
I am disappointed with the purchase request part of 6.0...was hoping to have requester's have the ability to create a purchase request just like a work order request and then have a technician approve or reject the PO...currently...every person has to be a technician in order to create a PO...just not cost effective to have to burn a technician license just to creat a PO...
Unpicked Request Bug
This bug exists prior to SD6, and we hoped it would have been fixed in this release, but alas it hasn't. The "Send notification to technician(s) when a request in this group is left unpicked" doesn't honor the business hours and holidays schedule. We get "Unpicked" notifications even on weekends and the middle of the night. We would like to use this feature for help desk supervisors to make sure requests don't go unpicked for too long during business hours. In its current form, this feature is unusable.
Unable to delete a solution
I am unable to delete a solution. The "delete" button does not appear next to the solution (see screen shot). I have admin privileges. Please advise. Thanks! Carolyn
Allocate Assets While Importing from CSV
I have an Access database that I have been using for more than three years to maintain records on IT procurements. I have created a macro with a number of queries and the TransferText option to create a CSV file and populate it with the purchases I consider assets. When I run it the first time and import our assets from the CSV file into SD+, it will transfer (at present) 2387 items. Each subsequent time I run the macro, it will only identify assets that have been received since the previous run
ETA
Hi, It would be nice if there was a feature (or a field) called "time to solve" in which the technician would specify an estimated time in which the problem would be solved. Of course, the field would be visible to the requester. Gabi.
Initial Set Up - Completed Issues Help
Hi, Im just doing the initial set up of Service Desk and some testing and wonder if anyone can offer any advice? Once an issue has been closed it obviously appears in the completed view. Say then that the requester sends an email on that request, for instance if they're not happy with the response. Is there someway that the status can be changed? We do not particularly want to switch on technician notification emails as the support people are sat looking at issues and dont want emails all the time.
Requestors as Technicians
I am running SD+ (Build 6002) After doing an AD import, I am not able to promote a requestor to be a technician, after clicking on the link for a specific user, it brings me back to the list of requestors. All I want to do is once I have imported the users, all users will be listed under Requesters page. Click the user who is a technician and choose Change <username> as Technician option. This will move the user to Technicians list. Any help would be useful, I do not want to go back to version 5.5.
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