Searching requests / solutions
Is there a way to search / filter out multiple keywords for a request or solution? It seems that if you try to put in multiple keywords, it evaluates it as a phrase, not as multiple keywords. If this functionality isn't currently available, will it be in the new version? Also is there a way to search all categories (eg. requests, solutions, and assets, etc)? And is there a way to filter on all the available fields / drop downs on the request form? We are evaluating the product currently, and it seems
Considering Service Desk Plus
I am looking at this product, amongst others, and would appreciate feedback from current users on the following: 1) The call "diary"on this system is quite different to our current product. Do you find it easy enough to read through a long call that needs sorting out ? Is working through both the technician comments and the e-mail threads a problem ? 2) I can see plenty of correspondence in the for forums. I assume you also use the direct support. How is that ? Is the time difference an issue (assuming
Inventory Installed Product Keys on Workstations
Is there anyway to inventory the serial / product key's that are currently installed on the inventoried workstation? For example I would like it to capture the windows XP product key, Office Product key, and maybe even software such as ACT 2005 or Adobe products. I have had situations in the past where the hard drive crashed on a workstation and we didn't know which product key was associated with the workstation.
Reporting HTTP Status 500
Hi, When running any reports from the Service Desk Plus I get a HTTP Status 500 error, the full error code is; HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:66)
Change administrator USER NAME
The default user name for the SD administrator is "administrator". Can this be changed? We would like to use Active Directory Authentication but have a company policy of disabling the default Windows domain "administrator" account. Our domain admin accounts don't include an "administrator" account. Thank you, Bill
Enhance Tasks Functionality - Project Tracking etc.
Extend the tasks/projects functionality so something more like the Kayako eSupport suite Team funcationality. It would be helpful to maintain a prioritised list of projects/tasks (both private and shared), know who's asisgned the task, start/end dates etc. So you can plan out major projects etc... TJ
Default number of requests per page
Is there a way to change the default number of requests per page from 25 to 100, or keep the setting when a user changes it? When we change to show 100 per page, it resets back to 25 as soon as we click on a request and go back.
Re-set password
This may be a stupid question but where do I go to ask for password re-set? The old site was much easier to manage.
E-Mail formats
Hi there Although I changed the settings under Admin - Notification Rules to send all email notifications in plain text, every reply to a user request is nevertheless being sent in text/html. Replies to a user request look like this: Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit or base64 Other emails like a notification email to a technician are sent like that: Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is it possible to send all
Access to enter request without login in
Access to enter request without login in We have purchase SD Plus and our exchange server do not allow IMAP or POP so we can not use E-mail fetching. So we would like if users can enter there request without having to login to SD (do not want to mange all the accounts) just like for the solution section? Is this available now. Thanks!
Follow up question
Hi, Is it possible to force the user to answer followup questions depending on what category they choose, ie if they choose network problem i want to know what pc and floor they sit on? If they choose another category i want them to answer different questions. Regards Stefan
Assigning Technicians to Location
We are based that our techs work by location, is there a way to assign the default technician based on the site where the user is located?
Changing the administrator password
We are system administrators for a radiology department and need to have the administrator password changed in order to comply with HIPAA. Does anybody know how to do this?
Help
I am currently demoing SD+ and have almost completed configuring it. The problem I have is that the login screen is telling people the admin password and the guest password. Although I have already changeed the password, I want to remove the info from the screen. Is this possible and if so how. Thanks
Controlling Software with assurance
Hi all, I need to control all my software with assurance and versions that i have rights. Is possible ? Is possible to generate a report with expiration date ? Another question , if i buy the product right now , i will have rights to use the new version ? Thanks , Reinaldo
Import Help
Import Users from AD. SD+ 5.5 on WinXP SP2. Help me.
how to edit "close request" date ?
Hi. i can edit the open request time. How can i edit close time ? Thanks.
problems with inventory worksations
Hi, We were testing SD+, and had problems with inventorying workstations, that were all solved besides one. We cannot inventory workstations with VPN-1 Secureremote client installed from Checkpoint. Wen we turn off this service it works, when we turn on it doesn't work. Do you know of anything we could do about this issue? thanks and best regards, Paulo
MySQL on a different server problem - JVM exited unexpectedl
Configuring ServiceDesk Plus to use MySQL on a different server... looking at serverout0.txt I can see that ServiceDesk is having a problem with the tables in the MySQL database. I get a Java Exception in the attached log.
Change Help link to local copy of user manual
Is it possible to change the 'Help' link on the top menu of SD+ to open a local copy of the HTML manual instead of linking to the AdvnetNet help page? I'd like to run the manual locally. I couldn't find the file with the link.
Hide Solution Tab For Requesters
Is it possible to hide the `Solutions' tab from the 'Requester' user type? We do not want Requesters to be able to see the solutions as we want to use the software to deal with multiple clients and we need to have subfolders with the Solutions area named after each client without them beign visible to everyone. We can make Solution items private but that does not stop people from viewing the folders. Thanks BV
JVM exited unexpectedly
Configuring ServiceDesk Plus to use MySQL on a different server... looking at serverout0.txt I can see that ServiceDesk is having a problem with the tables in the MySQL database. I get a Java Exception in the log. [com.adventnet.persistence.service.PersistenceService]|[SEVERE]|[12]|: Exception occured during Persistence start Service|com.adventnet.persistence.PersistenceException: [TableDetails] Exception occured while inserting rows
Bug or feature?
I have noticed a somewhat annoying behavior while working in the inventory module. If I bring up a workstation and edit any of the details, it takes me back to the main page of the workstation details, which it should. But if I assign an owner, once it's done assigning the workstation to said owner, it goes back to the very first page of the inventory list. If I'm working on several workstations in a row, I have to scroll through a few hundred workstation listings to find my place again every time
Automatic discovery of new workstations
Is there a feature that can make ServiceDesk automatically discover new workstations as they connect to the network? We have a lot of people that are working from customers offices and are dropping by our main office, where Servicedesk will run, every now and then.
Locations
Hello, We are now setting up the the ServiceDesk (Build Number : 5506) environment for our company. I already read that there are a couple of questions about this subject. But: We want to use ServiceDesk in more than one country. I defined the several locations (and departments witch are used in more countries) in the admin. But in the request by 'Requester Details' its not possible to select a location (country). I made an additional field with country too, but that one is not linked to the department.
Fields in Purchase Order Form
Hi support, Is there any way to rename fields in PO form? This is because I want to change the sign ($) to (RM)? :?:
BUG: Auto-Refresh After "Save and Close" a Ticket
I'm having an issue after using the "Save and Close" (the resolution a ticket) where my request list auto-refreshes, it errors out. We're currently using version 5.5.0 Build 5501. I'm guessing this is because when I just close a ticket, it goes to http://<mydomain>:8080/WorkOrder.do?woID=<ticketid>;, but if I enter a resolution and then click the "Save and Close" (rather that just close), it redirects to http://<mydomain>:8080/AddResolution.do. When it refreshes (assuming I haven't clicked on anything
Logging Service
Hi Using WebNms I create a log user and log messages in a file. Later I want to delete a Log User. Is it possible to delete a log user. Lalitha
Our Servicedesk makes soliloquies...
Hello, we encountered a few problems during our work with ServiceDesk Plus. If you reply to an customer request the ServiceDesk Plus email address is always set in �CC� which is not needed because the send reply is saved as send from the technician, so why the extra mail? Another problem is that the ServiceDesk Plus seems to write emails to it self and so it sends replies to itself. If these requests go unnoticed they gather up to 100 replies per day. We would be happy for any solution to these problems.
Results of evaluation (Suggestions/bugs/features requests)
Hi all, Couldn't find the proper place, so I will give a try over here :-) Tested helpdesk, below a few notes: -Inventory > Edit Asset Product name needs to be a link to the product -Ability, to save/set the default show views per page -Improved filters, like filtering on name and asignments -Navigation is weird 'Inventory > View Assets > Assets' when clicking on Inventory there is no way to find the the 'View Assets page' back -Product needs to have a Display name which can be used to display in
Concurrent\Site Licence
I have a couple of programs that use a concurrent licence server. So I can have 50 client installs of a program but only 10 of them can run simultaneously. I've gone into Tasks - Add Software Licence and it appears I can only add a number of individual licences which is incorrect for this licence type. Is there any way and can assign a different licence type? This is also the same where I have a site licence for a product. I don't have individual licences for the product only one that covers the
Unable to Inventory All workstations on the network
We have tried The WMI, RPC and DCOM setup for our workstations and we are still not able to see some of them in the inventory. Has anyone seen this problem?
Symbol " ' " in username - do not display in Inven
Hi. SD+ 5507 A little trouble founded: when username contains symbol " ' ", this user is not displayed in column "Assigned To" in Inventory.
Setup Products and Categories
I am reviewing ServiceCenter Plus for use as a Help Desk system for our organisation. We have a number of software systems e.g., financials, point of sale, HR as well as infrastructure and I would appreciate some thoughts on how to set up the categories and products. The Help Desk will not have a central manager and I would like each Requester to quickly select the Product and Category so that a Request may be allocated to the appropriate person without further action by someone else. Should I set
SD+ Technical info
PLEASE ASSIST: I have a big presentation to the CIO and this are some of the thing i need about SD+. 1. Max simultaneous connection that can be made to SD+ or the database. 2. Maximum users that can be registered and use the system 3. System (Architectural diagram) diagram of SD+ or similar system to explain the workings or system flow. or any diagram that might assist with the presentation. regards
ServiceDesk MySQL install problems
Hi We are trialling the ServiceDesk software but have encountered problems which seem to revolve around MySQL. At first there was a conflict with the port number but I searched these forums and found a solution for that. I have taken to running the run.bat from the bin folder and the message I get now is simply "Trying to start MySQL server failed". The last line in the log file (serverout0.txt) is: [10:13:14:231]|[01-09-2007]|[com.adventnet.db.adapter.mysql.MySqlDBInitializer]|[INFO]|[10]|: Command
3 Techincans
Hi there I'm looking at bye Service Desk + but for three technican. What is the cheaps way to do this?? Please help I need to bye ASAP?
Creating Manditory Fields
I am trying to create manditory fields in the 'Request Form Customizer.' I created a custom field in the "Request - Additional Fields", but how do I make it a manditory field? Example: I want to make a "Contact Phone Number" field in the request that users must fill out in order to submit a new work order.
Technician notified when user replies
We curretly have Service Desk configured so that if a technician replies to a user via Service Desk the reply email address is ServiceDesk@muchshelist.com. Is it possible for Service Desk to notify the assigned technician if a user replies to an email generated as a reply from within Service Desk?
Dutch Language
Hello, Is there a dutch language pack available? Or is there a way to trancelate it by my self? Thnx, Jos
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