Sorting On UDF columns has corrupted my Changes view
We added some user defined fileds to the changes screen and added them into the view list of changes. When we went to sort by this column the screen crashed. Now when I go into the changes screen inview list mode, it is blank. I've tried deleting my cookies and temp internet file to no avail. Susspect it must be a record in the database. Can anybody point me to how to get my view back. Many thanks
login details not saving
Since the upgrade to version 6 build 6011, even though a user clicks "keep me logged in" on the login screen their username and password does not get remembered... has this feature been removed because it was always their in previous versions....
SD+ 7 upgrade from Std to Ent
I have been told that I could start with SD+ 7 version standard and upgrade later to Entreprise. I didn't find any technical information on this. Perhaps is it as simple as changing the licence number from standard to entreprise to unlock the features ? On the other hand, is a downgrade possible ?
Report on "responded date"
Hi I would like to do a report on all request with status Open or On Hold where the technician hasn�t responded yet (responded date = NULL). I would also like a report showing all requests (Open or On hold) and the latest respond date (if any). Thanks, Sandra
IE Polish language problem,
Hi There is a problem In IE 6&7 when trying to enter text with polish letters with combination left "alt+l"(L) and "alt+e" cursor goes in position justify left and justify center instead of entering proper letter. (in firefox everything is fine) sdesk ver 6012 regards bart
Images attachment in Inventory
Hi, we need to keep a photo of all the servers we maintain, and we'd like to insert it into the appropriate records. Do you plan to add a binary field to keep track of this information ? Thanks
Auto Assign Site to Asset when scanning/ add site to forms
I would like to see the ability to add SITE to all forms as an entry field , I can do it via a custom field , but then I would have to set up a custom field (location) in the request form , Asset form , workstation form , etc .. and then have to make updates to all those lists .. Plus all reports etc would have to be created to look at these fields . Additionally , you could auto-populate the site field when doing a network scan , if you could assign an IP range to each site . ps in V7 the Site page
Creating a User\Manager Approval Workflow for Reqeusts
Has anyone set up Service desk to be able to take an incoming request from a user, by rules then assign the requests approval to say a manager as part of the workflow, and then foward the request on to the helpdesk queue?
Integrating third-party ssl certificate with SD+
Hi, I have been using SD+ for sometime. I am facing problem in integrating third-party ssl certificate with SD+, even though I follow the below steps : Following commands are to be executed from the command prompt, changing the directory to <ServiceDesk_Home>\jre\bin (ServiceDesk_Home will be commonly C:\AdventNet\ME\ServiceDesk) Step 1 : keytool -genkey -alias <your_alias_name>[Domain Name] -keyalg RSA -keystore <your_keystore_filename>[sdp.keystore] Step 2 : keytool -certreq -keyalg RSA -alias
Problems updating logged request.
Hi I'm running version 7 of SD+ and when I update/make changes to anything on a logged request the 'processing....please wait' stays on screen and nothing else happens. The only way for me to update a logged request is by selecting the check box then edit details buttons. I've tried this in both IE7 and Firefox Any help would be appreciated
multi language support
When I tried version 6 of ServiceDesk Plus I was able to set the language in Dutch. When ServiceDesk Plus version 7 came out I decided to try out this version before making a decision to purchase the product. Installation went Ok and I testing the application is going well. Only that I can't seem to set the language anymore. Is this because I am using a trial version? Is the Dutch language available after I buy the product and enter a licence key? Any information is welcome
Need to download SDP6 where?
Hi Our license has expired, we where not expecting it and want to look at other products. The only problem is we need to get the data out of SDP6 can anyone suggest how we can either get a temporary license or where can we locate a copy of SDP6 so I can install it as trial copy the db print our data then uninstall it? Thanks, David
service desk workstation addition?
i have some workstations that do not belong to any domain or workgroup. how can i scan them ?
Report on "responded date"
Hi I would like to do a report on all requests with status Open or On hold with no responded date. I would also like to do a report with all requests (open and on hold) that shows the latest responded date (if responded at all) Could that be solved? Thanks, Sandra Abrahamson
ServiceDesk Plus & Lotus Notes
The company i work for is interested in ServiceDesk Plus but have a number of obstacles that I need to know if we can overcome: 1. Our current helpdesk solution is using a Lotus Notes database which links in to another Lotus Notes database with a list of all of our users and their relevant contact details. We still want to use this database as a central respository for all our user contact details, is it possible for ServiceDesk Plus to query this database instead of looking at AD or having its Database?
Integrating Servicedesk with Serena PVCS and Mercury QC
Can ServiceDesk Plus integrate with Serena PVCS and Mercury Quality Center?
Need a report that shows calls by time of day
Hello, I need a report that will show my the number of calls we took for a specific hour. Example: 2 cals between 8-9, 6 calls between 9-10, etc. I need it for all day and our Service Desk is open from 0730 to 2300. Any help from anyone would be great!
Associate Manual Users with AD users
Hello all, we have ServiceDesk Plus 7 Professional Edition and here's the scenario: Currently we have an NT domain, meaning i will have to add manual users to the ServiceDesk Requester list. The migration process to a 2003 Domain will happen sooner or later and i was wondering if it is possible to associate the users that im creating to the users that will be imported in the future from AD? For eg: User ABCD is added manually and opens several tickets and has history and stats related to him. Later,
Presumed unhandled failure during scanning
Hi all, We're having some trouble scanning the assets of certain machines using SD+ 7.0.0. Whilst the scan on the machines appears to complete, no changes are reported and the date/status of the last scan on that machine is never updated. I assume this means there's an unhandled exception somewhere. Whilst this is a bug in SD+, it'd be interesting to know if there's anything we can do to get these machines scanned. Thanks
AD import stuck at 0%
My initial import went well but any manual i have tried after gets stuck at 0%. :cry: Has anyone else encountered this problem?
Global Request Filter Problem
Hi, I'd like to be able to create a global filter using the criteria (below). however because the custom filter screen doesn't have the option to select "assigned to me" or "my groups" it would be in practical to roll this out. Please can you advise how to create this. Filter: Open Tickets assigned to me or Unassigned Open Tickets in my groups. Thanks
Disposal of Assets
Hi, Is there a way to mark an asset as "disposed" instead of deleting it from the asset list? We'd like to be able to run reports on disposed assets. Mike Dorval
MYSQL stops frequently ! Why ?
We are on SD+ build 6006. For 3 days, our MYSQL DB stops frequently (= after some minutes) and nobody can work with SD+. Without having to stop SD+ server, starting the DB again (with the startdb.bat file) is sufficient to work again ... for some minutes. I'm not a mysql specialist. Could it be a capacity issue (we are now working with SD+ for 7 months) ? If yes what should I control and where ? Note : our windows server 2003 is very clean and has no capacity issue. Who can help me ?
How to fetch mail on Exchange 2003
The mail fetching function only support POP and IMAP, but my Exhcange does not support those two ways. Is there any other way to fetch mail on my Exchagne server
Importing single users from AD
Is there a way to import only selected users from AD instead of the entire list. We have over 2000 user but only have 30 that have requester status. It is a pain to have to import everyone then remove the ones we don't want. Any advice? Thanks
Quick Clarification on the Technician Licensing
When you can purchase either a 2 or 5 technician license, does this mean that only 2 or 5 technicians can be logged in at the same time, or does it mean that only 2 or 5 unique technicians can be in the technician user group? In other words, if we have 4 technicians that will NOT be accessing at the same time do we need a 5 technician license? Thanks
Importing French Canadian names from AD
Version 6.0.0 Build 6011 MS SQL backend We recently integrated our Canadian users into SD+ but for any users who have "non-standard" characters in their name like "�ric" (or any letter with an accent marking) don't import from AD at all and seem to show up as failed records during the import. Is there a setting in SD+ I can change to recognize those users?
Online purchase differences
Hi Guys, What is the difference in the online store between the two products below (Apart from the cost) ServiceDesk Plus Enterprise Edition - ($2,995) AND ServiceDesk Plus Enterprise Edition - ML ($3,595) Cheers Brett
SD+ 7 - SSL support?
Can someone tell me if SD+ 7 supports SSL for the incoming and outgoing mail servers? Thanks! Thierry
SQL Table: dbo.WorkOrder
How can I convert the integer date/time values cotained in dbo.WorkOrder columns: CREATEDTIME, DUEBYTIME, and COMPLETEDTIME? I am working on creating a new intranet/sharepoint site for one of our clients that will display Open Workorder's, using the following SQL Statement: SELECT [WORKORDERID] , [CREATEDBYID] , [CREATEDTIME] , [DUEBYTIME] , [COMPLETEDTIME] , [TITLE] FROM [WorkOrder] WHERE [REQUESTERID] = 606 AND [COMPLETEDTIME] = 0 This returns the correct work orders "open" by requester ID, however
Database connection
I have a dbvisualizer free, and I would like to know how to access the MySQL database. What is the user name, password, database and port number I would use to login? Thanks
migration to new domain name
Hello we will be migrating to a new domain name. What do I need to do or prepare for this change with respect to Service Desk database? thanks.
Fields in Different Templates
I have some users that need more options when placing requests. For example, if the office manager needs me to create a new user, I need to know what department, if I need to build a laptop, what department they will be in, when they will start, etc. Is there a way to create a new request template that shows fields that are not on other request templates?
Multiple Organizations
I'm wondering if there is a way to essentially have dual organizations within a single organizational instance? I.E. - can I have 2 departments using Service Desk and all it's corresponding features, but be totally blind to each other? That is, without having a second Service Desk install/server? I've tried tinkering with Roles/Departments/Groups and I can't model it to act as a complete system and hidden from the other. If someone could let me know, I'd appreciate it. If you need clarification,
Export Tickets
I want to know if i can export tickets created in Service desk (trial) so i can import them to Support Centre?? Any help would be great Thanks in Advance
Alerts based on Priority or by user (couple questions)
Hello I'm wondering if it's possible to have email/text alerts based on the Priority Level of the ticket request. . Also is it possible to have alerts based on the user (high level executives) that submits a ticket? Along the same lines, I'm wondering how to handle a secretary submitting a ticket "on behalf of" an executive. I doubt our executives will take the time to submit a request, but we will want their secretaries to do it. But the owner of the ticket will get the updates and not the person
Mix up in uploading hotfix patch...
Hi Users, In a terrible mixup, when uploading the hotfix for 6.x version, the full build for 7.x version (7001 build) also got replaced with build 6012 (.EXE and .BIN). Since it is 6.x version, while installing, it will install as Professional edition (and cannot be installed as Enterprise edition). Also it will not contain the features available in 7.0 version. For those who have downloaded the installation .exe / .bin file for ServiceDesk Plus 7.0 between September 5th and September 7th, we request
SD 7 Download Actually SD 6?
I've tried downloading SD 7 multiple times from adventnet onto separate servers. First off, the site says the installer is 36 MB, but the file I get is 33.1. Then I install it and the EULA says it is SD 7 but when I start it it claims to be 6012. Any ideas? David.
use e-mail to communicate
In the list of features for ServiceDesk Plus, it is stated that: >>>>> Technician Notes Technicians can add notes to the request to add related information like action taken. <<<<< I understand that it is possible for users to create Requests by e-mail, and the HelpDesk can also send replies/resolutions by e-mail. Is it also possible to technicians to work on Requests entirely by e-mail? We have a large number of part-time consultants who would act as Technicians, who would be hesitant to learn a
Business Rule based on day of week
I need to create a business rule based on day of the week. So if a call gets in on wednesday assign it to Technician A, on thursday Technician B Is this possible?
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