Worstation Owner - AD 'managedBy' Attribute
AD has a 'managedBy' attribute which could be used to automatically populate the owner... Is this something that can be considered for the next update?
Data Dictionary - Service Desk Plus
We want to start building some customize reports. Is it possible to get a data dictionary? There are quite a few reports we want to do across a variety of modules, so I guess it is best not to list all the fields I want here. Cheers.
Entering @ in IE7 does not work
When typing an @ in the description of a request (this is a "rich text" box), nothing happens. All other fields (plain text) are no problem. This problem occurs with IE7. Tested on different computers. Problem does not occur in Firefox or in Firefox IE Tab (a plugin). Not yet tested in IE6.
Business Rule Logic Breaks...
I have setup a business rule: IF 'Location' = 'Salt Lake City' AND 'Category' IS NOT 'Web Page Blocked' THEN route to 'Some Tech' If I create a ticket with the Location set to 'Salt Lake City', and choose a category other than 'Web Page Blocked', the request does not get routed to the tech specified (request remains 'Unassigned') Any ideas?
Error scanning workstation after changing it in other domain
Hello, I received this error with scanning a workstation: 'Either access denied for the user or the remote DCOM option might be disabled in the workstation' after adding it in another domain. It was succesfully scanned first in the old domain. (I changed the DCOM settings which I found in this platform, with no result.) At last I edit my workstation in the inventory, and changed by 'General Info' the old domain to the new domain. Now the scan succeeded. I thought that when I scan a workstation and
Chinese Big5 Language
Is there a chinese big5 language pack available? Or is there a way to trancelate it by my self? thanks
Automatic login
Hi, I have built an intranet which user log in with their AD username/password. We already had a small helpdesk system that I built, but I want to replace it with serviceDesk Plus, but I want to put a link in my intranet to the system but I don't want to ask user to log twice, once in the intranet and once in the serviceDesk application. Is there a way that I can pass the username password to the APP ? Thanks Patrick
Dynamic Active Directory Update
We are testing this to determine if we are going to us it. Question... Let's assume we import users from Active Directory and the import is successful. Tomorrow, I add another user to AD. Does HelpDesk automatically dynamically update the users in the HelpDesk software OR do you have to manually add the user in the HelpDesk software, assuming he/she will some day submit a service request?
Business rule overrides category technician
I have a business rule that assigns a technician based on location; however, I have a technician assigned specifically to a category, which seems to be overridden by the business rule.
Change image on Purchase Order
How do you change the image on the Purchase order? Ours has Acme Helpdesk. thanks Chuck
report on response time?
Hi All, i'd like to be able to set response targets, i.e. high priority calls should be responded to within 1 hr, medium within 4 hrs etc. Response times are a much better KPI than fix times don't you think? Anyway, is there a way I can first set the targets, and then generate a report to see what % of calls have met their fix time? (by week, month etc) My idea of a response would be either a reply to the requester via the job in SD, or a note being added, (Which i assume would trigger in the history)
Get Service Pack 5502
Dear, I want to get service pack 5502 of ServiceDesk, how to get it..? Thk's
Event Log option for All assets in SD+
Dear ServiceDesk-Support team, Is it a possible to activate Event Log option for All assets in SD+? Would be the best to know who from technicians (if they have FULL or EDIT inventory roles) did the changes in the assets fields, what was changed, when and why. For example, if asset is assigned to a new user/department, the information about the previous owner should stored in the BD. Thank you for your help and assistance
AD - Scheduled polling
It would be nice to have SD+ automatically poll AD for user accounts at an interval that can be set by the administrator. Also, it will be important to only update the user in SD+ with new information from AD, and not overwrite SD+ settings for that user.
Gmail email account
anyone, do SD+ works with any gmail account.
Solutions Bug?
"how-to" was entered as a keyword in a solution. When searching for "how-to", it returns no results. However searching on "how" does. Is this a limitation of MySQL interpreting the "-" as a special character? Thanks, Christian
Notification Rules
when I'm trying to customize templates for any notification and open the insert web link button I got the same URL (http:// ) I tried to put my local host along with the port # but it didn't save it. I'm using this link for the $RequestLink to allow the requester/technician to open the request link. unfortunately it is not working properly and sometimes the requester/technician can open the link and sometimes they couldn't I'm still in the test stage. can anybody help. Jalal Sulaiman
Searching ticket resolutions vs solutions
Does ServiceDesk Plau have the ability to search all the resolutions for a particular phrase? Is the Solutions database only searchab;e via keyword or os ot full-text enabled?
What version is what
I see talk on this forum about Version 6 and the ITIL version In respect to the demo is that version 6 or the ITIL version or are they both the same???
Require solution before Ticket Closed
As a suggestion, when a ticket is closed the program should prompt for a solution.
Inventory - Database query
I'm looking for a discription of the database. I want to create a query report of our server HDD space and I want to watch the filesize of some databasefiles.
Request Template ver 6.0 with Attachment
Hi Our Company is considering to purchase help desk ver 6.0 I go throw the demo and interested in "Request Template" feature. Can we attach files for template ? We have several Request Form using Microsoft Word and it's registered as ISO Documents. It will be nice if we can attach the word template and just says, "Please fill in the attachment for Enrollment" for example.
V6 Demo
Tried to reply to post in announcement but could not submit so placing here. Some thoughts from somebody still evaluating a selection of possible call management systems. (have tried demo of previous version and now of V6 http://itildemo.servicedeskplus.com/). 1) In our current system we make extensive use of parent/child calls. eg create a new (parent call) for a new PC. Child calls referencing the parent call for issue PC from stock, install new network socket, order software, etc etc. This way
Custom Report Help!
I need to write a custom report that will pull all of my assets with a product type of 'Monitor' and a product of 'Monitor'. Here is the hard part, I have all of my monitors assigned to Workstations not people, I need to pull several fields from the Workstation object, 'Workstation' and a few other custom fields, but I want to sort the whole thing by the monitor bit. I think I can write this on my own but I don't know what the fields will be called, of course if you felt the need to do it for me
Service Requests from exteral systems
Has any thought been put into allowing external systems send service requests to SD+. I run HP OpenView NNM, and currently use the SENDMAIL PERL script to send an email to a person when a trap is received. It would be nice if there were a ServiceDesk PERL script available that allowed me to send the data directly to SD+ instead of via email. Variables that would be of interest to send the SD+ from external systems are: - Priority - Technician - Subject - Description Then, I would like to be able
Will the Request Forms change much in SD+ 6
Hey Guys Just wondering if the requesters will see much change in SD+ 6. I am just doing up some documentation for our requesters in preperation for Jan 31st and wanted to know if I could use 5.5 to work off.
Operations on Equipment.
It would be nice if there was a way for individuals to report any changes, additions, or repairs they made to a server. Especially if this was available to requestors. Right now what we are doing is having everyone open a "request" every time they may a change to a server, etc. Then the techs. close them. These are then associated with the appropriate workstation, giving a work history. But it would be nice if one could just attach notes to a workstation, organized by date, and if this feature was
General Parameters Configuration
Hello, When I want to add an image to customize my Service Desk I have this error. ECHEC : Exception lors du param�trage du LOGO DE CONNEXION Rapporter le probl�me � ladministrateur syst�me, avec le code derreur - 1,169,113,170,085. If somebody can help me Thanks Fabrice
Where is the SDP 6 Demo
I keep seeing threads talking about the SDP Demo. where is it????
Workstation Additional Fields
Hi, I'm working at a university currently running SDP+(5507). We want to track s/n assoicated with each PC we have. I created a workstation-additional field which worked great. My question is this: Is there a way to get this additional information to show on the basic workstation inventory screen? Currently the only way we can view what we have put into the additional information field is by going to edit workstation. I'd like it to just show up when you view the inventory of the machine along with
No reports for techs????
Have been on ServiceDesk for about a month now. Considering the low ramp up and deployment curve, I am extremely happy with it. While tightening up SOP's for our techs, we discovered they were not able to run request reports of any kind. This I come to find after riding them for a whole day for usage reports!!! This surely can't be... I did setup scheduled reports, but this is just not going to functionally work... Ideas or suggestions? Anyone out there also have the same frustration?
importing from existing database
Hi all Could someone please help me in terms of importing an existing database of users to Service desk?
Can you run two instances of SD+ on the same server?
Can you run two copies of SD+ on the same server? I need to run two completely different SD+ environments that are not related in any way to each other. However, I'd like to consolidate onto one server if possible (and run them each on their own port). I'm not interested in trying to set up more than one environment under the same instance of SD+ and use business rules to differentiate. I need two completely seperate SD+ instances. Is this possible to do on the same server? Thanks....
request template ver 6.0
The request template drop down would work much better if it was on the home page and the type of request form was selected prior to selecting new request
Free Edition
Hey All, How many technicans are available in the free edition? Cheers Damon
No reports for techs????
Have been on ServiceDesk for about a month now. Considering the low ramp up and deployment curve, I am extremely happy with it. While tightening up SOP's for our techs, we discovered they were not able to run request reports of any kind. This I come to find after riding them for a whole day for usage reports!!! This surely can't be... I did setup scheduled reports, but this is just not going to functionally work... And giving them admin rights isn't going to work either from an operational perspective....
Request Replies opens new ticket.
Hi there, I have a problem in that if I reply in SD+ to a requestor, when they reply it opens a new ticket. I've read through the previous discussions and no-one seams to have this problem anymore. I'm using Build 5003. Not sure if this is why but I have removed the two # symbols from either side of the request ID. Many thanks Tim
notes or tracking for workstations
with SD+ is there a way to make notes regarding a workstation? What I'm trying to do is keep track of system updates and log file reviews. Let me re-word this... I'm trying to do it without a request since I'm the one updating all the workstations. Thanks, Tom
Which SQL will SD+ 6 run on. 2000, 2005 or both.
Hey Guys Does anyone know which version of MS SQL will SD+ 6 run on. 2000, 2005 or both.
Disable Requester?
Is there any way to disable or suspend an account? Thanks.
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