Build 5500 upgrade & Firefox
After the upgrade to 5500 from 5510, we experienced issues in Firefox 1.5.0.4 where we couldn't enter text into the description fields when editing requests, or replying. There was probably more items there, but SD+ crashed on us (my fault!) and we had to roll back to 5010. So didn't get a lot of time to peruse through the build. Had some good features though that we were interested in checking out. best, tony
Merge request bug fix
Love the feature Merge request, but the main request should not be able to close until all the merged conversations are closed. When creating the primary request perhaps this feature can be specified with a logical toggle check mark, indicating all conversations will have to be completed before it can be closed? Thank you. Robert Malsom
User-level workstation/asset report?
Is there a query or other rerport function I can creat that will allow a view of each user as the main index and below show what workstation(s) and asset(s) have been assigned per user?
Reports
can someone plesae tell me why since upgrading we have now lost the abiltiy to click on items in the report, this was really useful to us, and now no longer have it, also when running a custom report on assets i only seem to be able to run the report in some sort of graph why am i not able to run the report and and view it with colums,
how do I stop emails logging calls?
I'd like to turn off the feature that allows calls to be generated via email, can anyone tell me know to do this?
technicians as requesters? also no AD authentication for tec
I have 2 questions, we've just bought servicedesk after trialling it, and we have a few problems 1. why can't technicians still be listed as requesters? Technicians may also have times when they need to raise a job as themselves 2. I've enabled AD authentication and can login as a requester fine, but technicians can't login using AD unless I set them a local username and password.
Customizing the request form
i'd like to remove a field from the request form and add a few, is this possible? i'd like to remove the LEVEL field and ADD LOCATION and DEPARTMENT fields, i've specified these in the wizard so I ought to be able to just add them, shouldn't I?
Assigning multiple workstations in a single operation
Is it possible to assign multiple workstations to a department in a single operation?
Report on software users
How can I run a report to list the users who have a particular unmanaged item of software on their computers? More generally where can I find an ERD of the database so that I can develop my own queries? Thanks John
HP Deskjet 612 printer installed, doesn't print
I installed my printer HP 612C w/newest upgrade but won't print. Printer was hooked up to another PC and worked perfect for 2 years. What is my problem???
upgraded to Version : 5.5.0 now helpdesk crashes
Hi since we have upgraded to the latest version Version : 5.5.0 Build Number : 5501 we seem to have some issues when the helpdesk software auto refreshes. The only way to get back to the helpdesk is to crash out and log in again. I have atached the screen dump of the error can you help
Login screen?
Is there any way to customize the login screen. I would like to adjust it so that my users have no choice but to login to the domain that i specify. I would also like to have it not show the the administrator, guest username and password(default settings)
WMI Agent
Hi all, I'm interested in developing a WMI Agent for ServiceDesk. Is there a E/R for the inventory specific tables? I'm planning develop this in C#. Best regards Fernando Possebon
UK Date Format?
Morning, Do I need to go into the Apache config files to alter the date format as viewed in SD+ ? (I need DD-MM-YYYY) Many thanks DRP
Show 25 per page
Is there any way after changing the SHOW 25 PER PAGE to keep that setting after updating an inventory item, after each update it will revert back to the first 25 inventoried items.
Russian localization soon?
Hi SD+ Team! How soon can we wait the Russian localization? We'd like to help you, to make this process quicker Thanks..
Default 25 per page
Is ther any way to set the 25 per page default to something other than 25. When changing an asset, it will always revert back to the first page. Bill
DCOM, options?
I have about 35%-40% of my workstations (2k and XP) that will not scan because of the dreaded DCOM issue. I have run through I think every option available (DCOM on all machines is set to Enable Dist., etc). Strange thing is that there seems to be no pattern why this has a problem. While one machine (mine for isntance) has unchanged settings and can be scanned (XP-SP2), others cannot. It seems that there is something missing here. But what is it. What else can be causing this error? I really want
AD Requestor Import
I have a question on the Active Directory Requestor Import. If this is used does it check for new users on a scheduled basis or does the import have to be re-run manually to add new AD users? On the other hand if a user is deleted from AD does that user get removed from the list of Service Desk requestors during the next AD scan? If both of these are manual processes I would like to see better AD-integration/user-management be added in the future. Thanks.
reports with Overdue Status - always shown as true
If I modify a report, such as requests by category, and add the overdue status; that field always shows as true even though the due date is sometime in the future. Is this a bug or am I not doing something correct within the reporting? The canned SLA reports show the overdue status correctly. See attachment. Notice that current time (when attachment image was created) is 8-11-2006 11:26
AD Import, Multiple domains
We have multiple domains in our forest and due to mergers and acquisitions we have multiple users with the same username (different domains of course). The domains are months away from consolidation so we are using the department feature to distinguish the different domains, but we are having a problem importing the users. The problem is that the import tool only appears to use the samAccountName to verify whether or not the user is new or exists. As a result, existing users are being overwritten.
No more than 24 business rules
On build 5501, I have set up 50 business rules which relate to how our support calls are dealt with before allocation to a tech. Unfortunately, there is absolutely no mechanism (with the exception of using an SQL analysis tool- which we don't want all of our techs to have access to) to view any more than the first 24 business rules. There is no scrollbar, and no expected <25-49> option common in this type of design. This is a brick wall to my deployment plans, and I really need a way of seeing all
Suggestion on reports
The reports show the title of the request but it is cut off after 15 or so characters. Many times it is not understood what the request is given the limited space for the title. The title should wrap as needed to show the entire contents.
Suggestion on filters
On the requests page the filter is limited to what is already there. I would like to see the ability to create our own filters, such as all open issues for a particular technician. As a manager I want to be able to easily pull specific sets of requests via the pull down menu. No I have to run a report, then pull up the requests from the information on the report.
Next Update
Hi would it be possible to get a list of things we can expect from the new update and when this is likly to be saves people having to request things that may already be inculded, many thanks
Scheduling for AD user sync
A good feature to have would be to allow for scheduling AD user syncronization to happen at time (hourly, weekly, monthly ,etc.)
Changing Sales Tax to GST for Australian users
Think this would also affect New Zealand, we need to be able to change the "Sales Tax" whereever it appears to "GST' (Good and Services Tax). I have put in a feature request but would like to know if this could be changed, mainly on the printed purchase orders
Edit Requester details from Request
Is there a way to easily edit the Requestor's details from the Request? I often get a Request and notice that some of the Requestor's details are not complete. I'd like the ability to easily edit thier details from within the request. Thanks Ken
Disposed Assets
Hi can you possible add and a extra option on assets to mark as disposed for disposed assets and with a date it was disposed ????
Deleted requests still appear in totals ...
Good afternoon, We have recently licensed ServiceDesk Plus and are working on implementation. However, we have found that tickets that have been deleted without being closed still appear on totals. For instance, on the Home page under Global View, I see a few tickets that don't exist on the system. Currently, it lists 3 tickets, but there are no tickets. We deleted all of them prior to getting ready to go "live" with the system. When I go to the Requests tab and select All Requests, none appear.
Reports - page setup
Hello! Is tehre a way to change report page size since it's in letter format and I need A4? Best regards, Karlo
New account - default password
When a user emails in a request it auto creates a user account - what is the default password that is associated with this account. Thanks Tom
Change Reply To email address
We have an email server that sends out on one email address, but we would like to have our users reply to us on another address. We have tried to do this on the Admin->Mail Settings->Outgoing Mail section, but when we do, the mail services stop working, but say that it is successful.
Mailserver settings.
I am having issues for outgoing mail; I believe my mail server settings are correct. When request are sent via email, we have no problem receiving them. The problem is when trying to reply or forward the request.
Inventory Reports
Is there a way to create custom inventory reports based upon the drive information (File Type, Capacity and Free Space)? I could do it based upon memory and CPU info, but I need to do it with the drive information. Regards,
Contract attachments
Apparently you can only attach files to contracts while the contract is being created. If you try to edit the contract, the ability to attach files in not there. Hopefully I am missing something. If not, then this is MUCH needed functionality.
Create new category when creating a task
It would be really great if you could create a new category when you're creating an issue by just typing the new category.
Filter for Requests!
Is it possible to add new filters in the combobox for the requests? I am interested in filtering the request STATUS by other than open, closed, etc. I created other STATUS to provide mini-workflows before closing the request. How can i change this? Best Regards
Assign to - a group
We don't really assign tickets based on tech, we deal with tickets based on group, not individual tech. In the requests page, can we adds groups to the the list of technicians in the Assign To: drop down box?
Bug in Group-Driven Notifications
I am currently in the process of testing the Servicedesk Build 5501 and have noticed the following glitch in the software. I have also logged this twice with tech support who have yet to adknowledge my request. When a request is assigned or reassigned to a technician and the update notification is set to include the $Technician field, the newly appointed Technician is not displayed, however, the previously appointed one is. There seems to be a precedence problem in that the update is being despatched
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