Infinite Loading Report
Pls help... (urgent!) One month lately we could not see the reports, by default once in a month we usually click Pending requests by Department Report and send it to our superintendent, but today when we click Pending request by Department Report, it seems like continuously loading but never got finished, I saw it from the progress bar below, even the bar has reached the end the report never appeared. I have tried to wait for an hour long and still the same. Does anyone experience the same? how to
Deleting categori
Hi! We need to re-organize our categoris . Have problem to delete some of them because they are used (connected) to Requests. How to do that? Get error massage all the time when trying to delete them. Please help BR /Meli
IE will Close after login to SD+
Hi ; After upgrading to SD+ 5.5 now users encounter a problem. After login to SD+ when it's going to show main program , suddenly a close alert appear on screen that shows a error and wants to send error to Microsoft. When we use prior versions we have not such problem. does SD+ 5 uses special security or Activex settings? Our clinets use Windows XP SP1 & SP2 with some group policy settings. Some other clients that use Wind2003 get such error. When i installed Mozilla as web browser there is not
e-mail alerts
What is the expected format of trouble ticket received by e-mail? In other words what should be the structure of the e-mail message? For example, what should be in the subject? Who should be the sender? Should the e-mail message have a special header and/or footer? I am asking because a customer is thinking of using the Adventnet service desk application and would like our real-time management and support software to generate alerts sent to the Adventnet service desk for automated toruble ticket
Can users see additional tickets?
We have monitoring software that generate different kinds of alerts. Are we able to grant users privileges to see tickets besides their own? Maybe based on a group membership? (anybody from that group being able to see tickets pertaining to development of their software.) Not to change anything, but to read only? I tried creating a new role and a new queue, but am not able to assign any users to the role or queue. Is that possible to do? (I could have sworn I saw a request along these lines by someone
problems with request form limitations
Dear all I want to use the request form to raise an order detail the clients details and record up to 60 different variables of data that we may need to install. I hoped all this would be stored in sql so that I could use crystal reports to print out a request document. also report on clients that take data x, y and z so that we can invoice correctly. anyone had similar problems??? any advice? Regards Peter
Sorting tickets by last time it was updated
Hello, Is there a way to sort the tickets so I can see the last time a note was added to a ticket? That way I can see what ticketes haven't been updated in a while and ehich ones have. Thanks,
Reports help?
Hi, is it possible to generate a report to show how many calls logged in a week were closed in the same week? i.e. 10 calls were logged this week, only 8 of those original 10 were closed? so 80% of calls logged were closed etc?
Email thread question
Hi, We have version 5.5.0 of ServiceDesk Plus installed and are not yet using the web portal. We use Microsoft Outlook 2000 for mail clients. We would like the technician to be able to hold an email conversation with the requestor through Service desk by replying to the request message (subject having ID). This way the back and forth shows up in the conversation of the request within ServiceDesk. We find that if we are using Outlook we have to CC: the original requestor to make sure they get the
Assets
I would like to be able to group my assets by department...sub folders or something similar, something like Active Directory OU would be nice, it would also be nice to add notes to a workstation or server..sort of a change management log/history on the assest.
Linking Users
I would like to know how to make service desk plus available for multiple technicians to see one anothers work queue.
Searching requests / solutions
Is there a way to search / filter out multiple keywords for a request or solution? It seems that if you try to put in multiple keywords, it evaluates it as a phrase, not as multiple keywords. If this functionality isn't currently available, will it be in the new version? Also is there a way to search all categories (eg. requests, solutions, and assets, etc)? And is there a way to filter on all the available fields / drop downs on the request form? We are evaluating the product currently, and it seems
Considering Service Desk Plus
I am looking at this product, amongst others, and would appreciate feedback from current users on the following: 1) The call "diary"on this system is quite different to our current product. Do you find it easy enough to read through a long call that needs sorting out ? Is working through both the technician comments and the e-mail threads a problem ? 2) I can see plenty of correspondence in the for forums. I assume you also use the direct support. How is that ? Is the time difference an issue (assuming
Inventory Installed Product Keys on Workstations
Is there anyway to inventory the serial / product key's that are currently installed on the inventoried workstation? For example I would like it to capture the windows XP product key, Office Product key, and maybe even software such as ACT 2005 or Adobe products. I have had situations in the past where the hard drive crashed on a workstation and we didn't know which product key was associated with the workstation.
Reporting HTTP Status 500
Hi, When running any reports from the Service Desk Plus I get a HTTP Status 500 error, the full error code is; HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:66)
Change administrator USER NAME
The default user name for the SD administrator is "administrator". Can this be changed? We would like to use Active Directory Authentication but have a company policy of disabling the default Windows domain "administrator" account. Our domain admin accounts don't include an "administrator" account. Thank you, Bill
Enhance Tasks Functionality - Project Tracking etc.
Extend the tasks/projects functionality so something more like the Kayako eSupport suite Team funcationality. It would be helpful to maintain a prioritised list of projects/tasks (both private and shared), know who's asisgned the task, start/end dates etc. So you can plan out major projects etc... TJ
Default number of requests per page
Is there a way to change the default number of requests per page from 25 to 100, or keep the setting when a user changes it? When we change to show 100 per page, it resets back to 25 as soon as we click on a request and go back.
Re-set password
This may be a stupid question but where do I go to ask for password re-set? The old site was much easier to manage.
E-Mail formats
Hi there Although I changed the settings under Admin - Notification Rules to send all email notifications in plain text, every reply to a user request is nevertheless being sent in text/html. Replies to a user request look like this: Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit or base64 Other emails like a notification email to a technician are sent like that: Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is it possible to send all
Access to enter request without login in
Access to enter request without login in We have purchase SD Plus and our exchange server do not allow IMAP or POP so we can not use E-mail fetching. So we would like if users can enter there request without having to login to SD (do not want to mange all the accounts) just like for the solution section? Is this available now. Thanks!
Follow up question
Hi, Is it possible to force the user to answer followup questions depending on what category they choose, ie if they choose network problem i want to know what pc and floor they sit on? If they choose another category i want them to answer different questions. Regards Stefan
Assigning Technicians to Location
We are based that our techs work by location, is there a way to assign the default technician based on the site where the user is located?
Changing the administrator password
We are system administrators for a radiology department and need to have the administrator password changed in order to comply with HIPAA. Does anybody know how to do this?
Help
I am currently demoing SD+ and have almost completed configuring it. The problem I have is that the login screen is telling people the admin password and the guest password. Although I have already changeed the password, I want to remove the info from the screen. Is this possible and if so how. Thanks
Controlling Software with assurance
Hi all, I need to control all my software with assurance and versions that i have rights. Is possible ? Is possible to generate a report with expiration date ? Another question , if i buy the product right now , i will have rights to use the new version ? Thanks , Reinaldo
Import Help
Import Users from AD. SD+ 5.5 on WinXP SP2. Help me.
how to edit "close request" date ?
Hi. i can edit the open request time. How can i edit close time ? Thanks.
problems with inventory worksations
Hi, We were testing SD+, and had problems with inventorying workstations, that were all solved besides one. We cannot inventory workstations with VPN-1 Secureremote client installed from Checkpoint. Wen we turn off this service it works, when we turn on it doesn't work. Do you know of anything we could do about this issue? thanks and best regards, Paulo
MySQL on a different server problem - JVM exited unexpectedl
Configuring ServiceDesk Plus to use MySQL on a different server... looking at serverout0.txt I can see that ServiceDesk is having a problem with the tables in the MySQL database. I get a Java Exception in the attached log.
Change Help link to local copy of user manual
Is it possible to change the 'Help' link on the top menu of SD+ to open a local copy of the HTML manual instead of linking to the AdvnetNet help page? I'd like to run the manual locally. I couldn't find the file with the link.
Hide Solution Tab For Requesters
Is it possible to hide the `Solutions' tab from the 'Requester' user type? We do not want Requesters to be able to see the solutions as we want to use the software to deal with multiple clients and we need to have subfolders with the Solutions area named after each client without them beign visible to everyone. We can make Solution items private but that does not stop people from viewing the folders. Thanks BV
JVM exited unexpectedly
Configuring ServiceDesk Plus to use MySQL on a different server... looking at serverout0.txt I can see that ServiceDesk is having a problem with the tables in the MySQL database. I get a Java Exception in the log. [com.adventnet.persistence.service.PersistenceService]|[SEVERE]|[12]|: Exception occured during Persistence start Service|com.adventnet.persistence.PersistenceException: [TableDetails] Exception occured while inserting rows
Bug or feature?
I have noticed a somewhat annoying behavior while working in the inventory module. If I bring up a workstation and edit any of the details, it takes me back to the main page of the workstation details, which it should. But if I assign an owner, once it's done assigning the workstation to said owner, it goes back to the very first page of the inventory list. If I'm working on several workstations in a row, I have to scroll through a few hundred workstation listings to find my place again every time
Automatic discovery of new workstations
Is there a feature that can make ServiceDesk automatically discover new workstations as they connect to the network? We have a lot of people that are working from customers offices and are dropping by our main office, where Servicedesk will run, every now and then.
Locations
Hello, We are now setting up the the ServiceDesk (Build Number : 5506) environment for our company. I already read that there are a couple of questions about this subject. But: We want to use ServiceDesk in more than one country. I defined the several locations (and departments witch are used in more countries) in the admin. But in the request by 'Requester Details' its not possible to select a location (country). I made an additional field with country too, but that one is not linked to the department.
Fields in Purchase Order Form
Hi support, Is there any way to rename fields in PO form? This is because I want to change the sign ($) to (RM)? :?:
BUG: Auto-Refresh After "Save and Close" a Ticket
I'm having an issue after using the "Save and Close" (the resolution a ticket) where my request list auto-refreshes, it errors out. We're currently using version 5.5.0 Build 5501. I'm guessing this is because when I just close a ticket, it goes to http://<mydomain>:8080/WorkOrder.do?woID=<ticketid>;, but if I enter a resolution and then click the "Save and Close" (rather that just close), it redirects to http://<mydomain>:8080/AddResolution.do. When it refreshes (assuming I haven't clicked on anything
Logging Service
Hi Using WebNms I create a log user and log messages in a file. Later I want to delete a Log User. Is it possible to delete a log user. Lalitha
Our Servicedesk makes soliloquies...
Hello, we encountered a few problems during our work with ServiceDesk Plus. If you reply to an customer request the ServiceDesk Plus email address is always set in �CC� which is not needed because the send reply is saved as send from the technician, so why the extra mail? Another problem is that the ServiceDesk Plus seems to write emails to it self and so it sends replies to itself. If these requests go unnoticed they gather up to 100 replies per day. We would be happy for any solution to these problems.
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