While following different bug, more of my tickets don't show
I was in the process of demonstrating a different bug, and found that two tickets I just submitted don't show up in the expected places. I've included screen shots below. Another tech here thinks it might be due to my submitting it as a requester and looking at this as a requester, but the software is looking at it as a technician. So there might be TWO interpretations on "My Open Tickets" I don't show up in the list of requesters when I search for it. (Maybe a separate bug altogether as well?) In
requester role?
i'm trying the program now, looks great! Is it possible to create viewing requesters only? you can add a role to technicians but why not to requesters?
Can graphics be embedded in notification emails?
I'd like to be able to put a graphic into the notification emails that go out (ie, a ticket is closed, or is being escalated, etc.) How can we embed the graphics? Can we put some kind of html code that references some directory where we keep graphics? What is the directory path for it? But maybe a more "user friendly" method would be nice? Thanks, Justin
resizing boxes
Is it possible to re-size the categories and add time entry screens? cheers Pete
Expired Contracts in SD
When a contract is renewed it still shows as expired on the system. Yes this is true it has expired but should'nt the fact that it has been renewed negate the expiry messages. How can I show the contracts as renewed, or not show as expired. If I remove the original contract the renewed contract is also removed. Damian
Reports
Hi I`m wondering when will be fixed issue with summary reports? There is also an issue in custom reports, i can`t set more then one criteria in matrix report because when i do that it display dashes or 0. Regards Bart
Business Rules not working in SD+ Build 5004
We can't get any busines rules to work at all. We have setup one very simple test Business Rule that goes like this. Move all new requests with level = "1" to a queue called "new requests" In the request form organiser i made the default level=1 so all new request that come in have the matching level and our test rule but no requests are being placed in the new requests queue.. please help asap. regards - glen schaefer PS: this forum won't let me login and i can't create a new account.
Business Rules Not working in build 5004
We can't get any business rules to work via email or web form requests We have setup a very simple test rule that goes like this: move all requests with level = 1 to the queue called "new requests" we made the default level = 1 using the requrest form organiser. however no requests get moved to the queue "new requests" we need to get the business rules working asap. regards - glen schaefer
Announcements board
Hi Is it possible to add new functionality to "notification rules" that permits sending notifications to technicians about new announcement on board ?
Language support
Hi, Do you support other languages (french and dutch), if yes, you get a new customer :-)
5006 installation problems
Hi, My current version is 5003 and I was not able to update to 5006. The installation hangs on 98% then it starts to uninstall the hotfix. I receive the following error on Update Manager Error Log: lib\startupclasses.jar lib\AdventNetNPrevalent.jar server\default\lib\SDUtils.jar lib\ADAuth.dll lib\SDeskWmi.dll server\default\conf\TrayIconInfo.xml server\default\conf\buildInfo.xml server\default\conf\update_conf.xml bin\restoreData.bat bin\restoreData.sh jre\lib\charsets.jar jre\lib\ext\localedata.jar
Problem with Hyperlink for SP6
When I click on the hyperlink for SP6, it takes me to the download page of SP12 for build 4000. Where is the correct link for SP6?
How to change the asset product type
I want to move some machine from the workstation product type to some user defined (eg: Server) product type. Please help me to how to do that.
Request List Sorting
Hi, is it possible to create a function to view "All my Requests" where i can see all open Requests that are assigned to me irrespective of their Status (only closed Requests should not be shown here). Also is there a way to add the Queue-Field in the Request-List. It will helps a lot if i can see all unassigned Requests with the Queue-Information. Thank you for checking this. regards Florian
How to change the currancy
How to change the currancy in Service Desk Plus.
peanutp
Is there any way to sort the list of calls by which queue they are in? I have a couple of technicians who belong to a couple of queues, and i need them to be able to see all requests from one simple view. I have looked at the column names and queue is not inlcuded. Is there a way this can be included soon? Is this something I can configure myself?? Please help..... Peter
Domain information in inventory
We have found an issue. When we look at the inventory tab then Workstations we see a pie chart with three slices: 1 - Domain 2 - Domain.Local 3 - Not Assigned With most showing up in the Not Assigned slice. Why? Machines are Win2K, WinXP and Win2K3 servers. All the workstations are in the same domain and when you go into each some show IP addressses instead of machine names.
Import Data from a Exel File
Hi Now, I`m evaluating your software. I have a Problem - we have a big excel List with all ouer computers, terminals and assets. How can I import this Data from the List to the Inventory (-> Workstation and assets) Thany Richi
Exporting from Service Desk Plus
We were evaluating ServiceDeskPlus for the last 15 days. We would also like to evaluate SupportCenter before deciding to buy. I would like to know if there is any way the requests logged in ServiceDesk can be exported to SupportCenter.
forgotten password
Hi is there anyway of resetting the admin password on servicedesk as i have forgotten the password for our servicedesk admin login. Many Thanks Russell
Does SD+ support smtp for fetching emails
Hi there, I am using ms exchange. Does sd+ support smtp for fetching emails. Do i have to make any changes in ms exchange. Is there any way around. please help....
Time entries appear as date the request was created
When running a Time Spent Report by Technician it appears that time entries are always placed on the day the job was created, rather than the day the time entry was made. Is there any way to amend this so that time entries show on the day they were made made? Thanks
Different features requested
Hi, Will there any feature implemented concerning theme's ? Colours ? How about assigning a PO to a user (retrieved from active directory) instead of typing the emailadres ? But very nice product. Greetz, Wim Heirbaut. Ps. Also very awaitening for the dutch & french language pack.
Can requester account listings be case insensitive?
When trying to search for a requester, I noticed a few things: 1) admin level people don't show up as requesters 2) When searching through requesters, the listing is strictly as a computer would list them. SAm is listed very far ahead of sam. Can you make the search less case sensitive? (ie, internally convert all addresses to lower-case and list them that way?) machine names aren't case sensitive, and I don't believe accounts are either (in the microsoft world). Linux yes. But again, the internal
Bugs/extra features
We are using SD+ for a while now, it's running fine but we have found some bugs/extra features (not really bugs) that would be very helpful for us and maybe for others (and maybe this problems don't exist or features are already there but we missed them): * If you want to put a request on hold you have to edit the request. It would be much faster if there is a button somewhere * An option to edit or add some filters to the request view. * If a request contains a purchase order it would be nice
New Version
I was wondering when the new version of servicedesk plus is coming out? As our company is very interested in buying this product. We want to see the next version has the features that we are looking for. So could someone please inform me when the next version is coming. Thanks.
Assets marked as "others" but can't see them on th
I'm just populating my assest now and the Pie Chart is showing that I have 117 assets marked at "Others" but I can't account for them anywhere.
How to assign tickets submitted via web to Tier 1 of techs?
I'm finding that a user can submit a ticket and select a category, but on the admin side, I'm only able to assign a 1:1 relationship between the category and a technician. In other words, 1 technician is assigned to each category. How do I make it so that all tickets go to a Tier 1 group? Do I have to assign the same "fictitious tech" to all categories and set up a business rule to forward anything coming in to a queue called Tier 1? If so, this eats 1 license up trying to implement this (using the
SDP training
With Reference to: http://blogs.servicedeskplus.com/files/sdp-training_413.pdf Anyone know more details - like cost vs going there and them coming to you? How long? etc? I emailed an inquiry two weeks ago but never got a response so thought Id try here.
What is the purpose of this menu? And a Bug
When going to HOME, and the tab is set to "Global View", not "My View", I see in the column titled Open, with the number of tickets I have assigned to me. When I select that ticket (there's only one during my testing so far), I get brought to a screen that shows a filter set to "Open Requests", and showing 0 of 0, even though I had 1 open ticket on the previous screen. Furthermore, I see a number of empty boxes under the various column titles, with what appears to be a bug with some of the boxes
Connection to RPC.............
Hi, I am using the license service desk plus and i am wondering until now it din't run properly as it is expected. we just try to scan one work station, we followed the instruction in the manual, we disabled the firewall which is i am not supposed to do. but still it cannot be scan by the service desk plus. any help? ==================================================== Oswaldo D. Tabien NATSD/Information Technology Coordination Staff NATIONAL ECONOMIC AND DEVELOPMENT AUTHORITY Tel: (632) 631.37.01
Items not yet available
I have been reading through some old postings and have noted below a few items that have been promised in the next release, that have not been included. Could you please give timescales for implementation. AD logon for Technicians Enter Resolution & close call in one click rather than multiple Link requester ad fields to call screen mandatory fields when logging calls thanks Pete
Service Desk Startup
Ever since I upgrade our system to the latest service pack last week, I have to manually start up servicedesk when the server is rebooted? ANy ideas as to how I can get this to be automated again? I know i could put it into the startup folder, but that would reply on a profile being loaded. Am running on a windows 2003 svr. thanks PEte
Different "search engine" abilities users vs. admi
I tested out the search capability quite thoroughly as a "user" (not a tech) and came down to some basic rules: single word search - works fine, but is case sensitive. multiple word search - gets all solutions having either of the words (OR function) "quoted multiple words" - gets all solutions having the exact phrase - (didn't check for case-sensitivity, but assume it's there). As an admin, I tried doing searches through the requests. single word search - works fine, case sensitive (same as above)
Remote PC's in Active Directory: Can they be added to Invent
hi, Quick question - when performing a domain scan the laptops and remote PC in the active directory folder are seen but only the one or two which are currently connected to the network get scanned. - As a result, the rest are not added to the inventory. Is there any way to pull them into the inventory list, even if I cannot do a scan of them?? Thanks, Paul
Reporting by Workstation
Hi, Is there any way to generate a report of the number of requests by workstation? I'd like to be able to see which of our machines are getting the most attention. This doesn't seem possible with the built-in reporting functions, yet is a pretty basic report in my opinion. Thanks, Endaar
Reporting time spent on requests, etc.
One of our needs is to be able to report the time spent on requests (and longer term work - such as rolling out software - which we will enter as a request): Obviously, since there is a way of entering time spent, I assumed there would be a way to print out the information or get it on screen. Am I missing something? Thanks again, Paul
30-Day Trial -- AD Import Help needed
I am checking out the 30 day trial to see if it's what I have been looking for, so far tis product looks great. They only problem I have had is all of the imports from AD fail. I tried to import users and got the following messages, [12:33:40:306]|[03-24-2006]|[SYSOUT]|[INFO]|[19]|: Going to Get Object : testlab| [12:33:40:306]|[03-24-2006]|[ADSMLogger]|[INFO]|[19]|: Error in Init : 80070057| [12:33:40:306]|[03-24-2006]|[ADSMLogger]|[INFO]|[19]|: Error in Getting User Object for NT Format :: 80070057
Categories
Is there a way to have the full category when creating a new call? For example I have a top level category called 'IBS Housing' and another called 'Reports'; i would like servicedesk to show IBS Housing / Reports when the call is logged rather than just saying Reports. Thanks Pete
Software Summary Report
Does anyone know a way to get the list of all the software that is installed on the user's PC before we have made them assests. I can pull up a software summary but I can't print that or export.. any thoughts ?
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