Default asset selection
When an email arrives and is fetched by the system, it appears that the system automatically selects the user's asset if there's only one. Can this be configured somewhere? I'd like to turn that off, because many times the request has nothing to do with the asset.
2 instances of helpdesK
if i have 2 instance of helpdesk HD1 and HD2. if i have to forward a request in HD1 to HD2, then HD2 sents an acknowledgement to HD1. once HD1 receives the acknowledgement, then HD1 inturns sents acknoeledgement to HD2. each of these create new calls and it goes on. so both instances keep on acknowledging each other. how do i manage that? and i cannot remove the acknowledgement mail since we want to acknowledge the end users every time they log a call.
Safari
I use the service desk but my machine is a MAC so I use Safari instead of IE. Everytime I click on something I get a message saying that ServiceDesk is not compatable with Mozilla. I click OK but it comes up everytime I click on something. I understand that people need to know that it does not work well with Safari but this is annoying. Is there any way to disable this message? My boss also has a MAC using Safari and all I here all day is "I'm not using F*** Mozilla!!!". This is more annoying than
Incorrect Processor Type
Hello We have recently started purchasing Laptops with the new Centrino 2 processors. When scanned with Servicedesk it is showing them as Pentium 3 Xeon Processors. This is not a major issue, but a bit annoying when creating reports. Many thanks Graham Build number 7018
Remove Delivery
How do I remove a delivery record and its associated asset? I presume I need to do this in mysql Thanks in advance
version 7.0 can do another upgrade
Do I have version 7.0 can do another upgrade with the same license that I have? Will this cause any problems in the normal operation of the software?
Attachments not included with emails
Attachments are no longer being included with emails. They are still part of the job, but are being stripped off before going to our exchange server.
worklogg
hello, I hope I dont stand out like a fool now. But we are currently evaluating SDP for use in our organization. It looks real good, but one problem that I found is that I cant seems to find any workloggs in the requests. A field that you can update the request with info on work that has been done. And then it has to be easy to overview for another technician who is reading the ticket. I have mostly worked with Remedy products and there you have a very good worklog. Is there any in SDP? If not, what
asset workstations
when we scan the domain, the workstations listed are those on the network currently?? supposing we connect a workstation to the network and remove it from the network, will that workstation show as well as assets?? how can we know the accurate number of workstations currently on the network??
Asset State - Adding additional options
Hi, Is it possible to add additional fields to 'Asset State' for example older equipment we can sell on and I would like to add 'Sold' as an option? Regards Neil
memory details on Workstation
how can i get a report of all the workstations with their total memory slots and to which slot how much memory is installed?
Problem in repoting
Dear Support I located there is a "term" mismatch in the report. In the "Report" Tab, When I create a "New Custom Report" Report Type = Tabular Reports Module = TimeSpent There are quite a lot of available columns for choose. where there are "Time Elapsed" and "Time Spent" I suppose the "Time Elapsed" is capture from the "Work Log" where the Technician Input the time themselves And the "Time Spent" is capture from the system generated which is (Completed Date - Created Date excluded the non-business
I have a problem when you start ServiceDesk
I have a problem when you start ServiceDesk gives me a glitch with the attached log Adeventnetservidesk
SDP Assests and Windows Vista
I've read several posts that indicate no issues with SDP and Vista. However, I have (3) new machines on my network that the Windows Domain Scan does not even pick up. The machines are powered on and are participating in the network and AD. All other assest scans pick up the other 185 machines on my network. The Vista machines do not show up at all - no errors, no listing, no nothing, nothing in the system error log. Is SDP officially Vista compatible?? I also tried manually adding the Vista workstation
Blank webpage in vista
When visting ServiceDesk Plus in Vista, we just get a blank page and nothing else but it works fine on XP I've tried patching the software to the latest release with no joy.
Scanning errors
How is that possible(see attached). I'm running scan under domain admin account. There is no firewalls on a client PC.
[7.0.7020] How to unlicense software
Hi I have accidently allocated the wrong ammount of licenses for Windows XP. How do I go about removing them all and starting again? Graham
Users "Accepting" Equipment
Hello, I'm looking for a new asset management/helpdesk system, and one of the most important requirements I have is the ability for users to somehow show that they have accepted responsibility for the equipment that they have been assigned. Does this system have some way for users to "accept" equipment that has been assigned to them?
Version upgrade & product upgrade licensing
Hi there We are running version 6 at the moment and have been advised that our license allows us to upgrade to version 7 at no charge. However I am also considering switching from Professional to Enterprise versions. We are almost exactly halfway through our Pro versionannual license subscription, so my question is; if we wanted to upgrade to Enterprise v7 would we be able to pro-rata the cost of the upgrade so that our licensing date is maintained? (That will help me get the purchase agreed this
License / Version question
Hi all, Sorry if this is answered somewhere, I had a quick search but couldn't turn anything up.. I have installed the Enterprise version trial, I'm wondering if my company ends up purchasing the professional version will I be able to migrate data from the Enterprise trial? Thought I'd ask before I did too much work setting it up. Cheers.
Email Request Details
Is there a reference for details on sending emails to the Service Desk system? I have mail fetching setup and running, I was just wondering if there are formatting details required on the incoming emails. What does it pull in to the system from the email? Just subject, body details and requestor email? Does it tie the email username to the internal Service Desk requestor login name? Thanks, waide
The numbers, they don't add up
As part of a monthly report IT puts together a report detailing how many requests we had open at the beginning of the month, how many were opened during the course of the month and how many were closed. This has all run smoothly until the guy who normally makes reports out of the graphs was off and the cover guy decided to automate a lot of the number crunching in Excel. That's when we found that the figures don't add up. A report run at the beginning of September(midnight on the 1st) which does
Allocating Licenses
Hi, For our Office Professional Licesnes we have both indivuidual licneses and Volume licenses. When these were set up we allocated the individual licenses to the machines they were installed on, then added the volume licenses to the rest of the machines. After exiting SDP and going back to our Office Licenses they are no longer in the way we left them. I.e the ones which gave individual licenses are now being marked as using the volume license key. Also, they are now being grouped together rather
[7.0.7020] Schedule Reports Problem
Hi For some reason, when a scheduled report is set to export to HTML, it does not display any images (see screenshot). If set to export to PDF, it works fine and also displays fine when run manually (both HTML and PDF). Is this a bug? Graham
Transfer all setup from Standard to Premier version
how can i transfer all my setup from a standard version of servicedesk to the premier version. I do a backup and restore but this just seems to be the data, not groups depts etc..
Asset State
Currently the asset state looses its association if not "in use". We have 7 sites, with local IT Support in place and they need to manage there spares, repairs and disposals independently. All the dept, sites and regions have been configured to ensure all sites are independent from each other. The association needs to be included for �in repair�, �in store� and �disposed� you can currently view this in �audit history� however this does not help each site identify if the asset belongs to them straight
Notification Rules - SMS
We would like to create notification rule to send an sms message to dept heads where the group priority = high. Any ideas would be much appreciated...
Option to disable email replies reopening tickets.
Our customers are very polite and almost always send a Thank you email when we close their tickets. This just reopens the email. Can we have an option to turn this off?
Error adding product
Once adding new product receiving following error: Please report the problem to the system administrator, with the Error Code - 1,224,598,502,910 MyVer: .20 What should I do here?
[7.0.7020] Add Software Types
Hi Under "Assets" tab, is it possible to add other software types? Graham
Include "Last YELLOW Notes" in report view
We would like to see the last note added to the request as part of a report. very useful when actions have been performed on a request, added to a note and you need take the report into a meeting and discuss what was the last action performed on the request.
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solutions question
Is there any way to limit access to solutions in the same way as calls, e.g. so that technicians in a group can only see solutions within a specific group?
What is the latest version of ServiceDesk?
What is the latest version of ServiceDesk?
Explorering assets.
HI. I got a problem for searching computer resource on ServiceDesk7. Our office isn't use the AD. That means I can't use the windows domain scan for searching the workstion. So Is there any agent base searching tools on ServiceDesk or AssestExplorer? Thanks.
Advanced options for domain scanning.
Is there any chance to filter which servers should be added as assets during domain scan. I've a ton of VM's in my organization and i don't wanna to add them as assets. Of course I can remove them after scan, BUT i'm not able to finalize a scan because quantity of computers(both physical and virtual) in my domains is 6 times more than limited by my license. I'll not make any changes in my domains topology including OUs. So i need any workaround or ability to select which computers should be added
Query REport
Hi, I am generating a query report for requests using these fields... requesteID, category, subcategory,createdtime,respondeddate... but the formatting are gone like requestiD is a link if clicked you can see the details of that requestID. This feature is available if to generate a customized report but gone on a query report. Please advise how can I have it on a query report. <attachment included for reference> Thanks. Luanne
Query not working
This is for my query and I want the report results to all requests assigned to 'DEV TASKS' (this is an additional field) but the results are comming up mixed. Also I have 3 additional date/time field, which table can I find these? SELECT cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',wo.WORKORDERID 'Request ID',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%m-%d-%Y %k:%i') 'Created Time',DATE_FORMAT(FROM_UNIXTIME(wo.RESPONDEDTIME/1000) ,'%m-%d-%Y %k:%i') 'Responded Time',concat(TRUNCATE(((respondedtime-createdtime)/1000)/3600,0),'hrs
Reproduce Global View Monthly Graphs
I'm new to creating reports in SD+ What's the best way to create the same Monthly graphs that show open/closed/overdue status by week as seen under the Global View tab? Those graphs are nice and clean and helpful, but I'd like to be able to look back further than just last month. Thanks, Jason
SD 7.5 Beta AD-integration over internet?
Hi, Hope that it's ok to ask a 7.5 beta question here, but I'm in the middle of a pre-study regarding change of our current helpdesk system and am keen to get the old application out... :) What I'm looking for is a way to get userdata from multiple remote customers activedirectory without having av VPN-connection. For example like the way MSP-monitoring is done. Is this possible with the beta or the final version? If it's possible with the Beta, is there a instruction for achiving this? With regards,
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