Active Directory Requester Import Fails
When importing requesters from Active Directory the import begins but after a minute the IE DNS error screen is displayed. If I try to reconnect to the service desk I get the same DNS error. The only way I can get the service desk back up and running is to restart the service. The system does import about 200 of my 3000 users, but always fails at about the same point. Can anyone help? Thanks in advance.
Requester Details
Hello, You can set a computer to a user but when a user makes a request you can`t automitic see on witch computer he is. How can i add the asset to the Requester Details? Thanx, Jos
Requests - Default group
Hi! Is there any way to automatically assign ALL requests to a specific group? I already tried the creation of a Business Rules, but when I create a request using the Quick Create form, the request is not assigned! Thanks
Service desk (new Version)
Hi When is the new version of service desk being released and what new features are we to expect on it.
Previous Versions
I am unable to restore my database to the current version (Service Desk 5507). I was hoping that you could help out and send me release 5506 so that i can restore the database and proceed with the hotfix. Thank you for your time. Regards Andrew Brydon
Merge Request
Is there a way to send a a notification to the requestor that their request has been merged with another request and also send the new request id? :roll:
Problem: Out Of Office reopens calls
When a technician closes a call, the requester's Exchange account may send an Out Of Office email to the Helpdesk. Unfortunately this reopens the call each time. Would it be possible to get SDP to recognise "Out Of Office" in email subjects, and to ignore that email? Thanks, Gavin
Servicedesk plus vs. Supportcenter plus
Hello, I like the Servicedesk Plus version, but not that I'am not able to use it for more than one client(It just have departments), as i'am technician and have some customers i need one that can handle more than one clients. I know you have another product, Customer Support.... well that is what i need in general but with the features of helpdesk, so will Servicedesk Plus be able for me to use it for more than one client? ...like your MSP Edition of ManageEngine OpManager....I'am able to serve clients...unlimited
Company Logo on Purchase Order
I currently have SD+ 5.5 build 5507 and when I tried to change the "Acme" logo under 'Admin, Organization Detail', I'm not getting the custom logo to get imported. I changed the maximum resolution to 120p x 40p and still not importing. Is there a way to add that for our Purchase Order?
'Installation date' of the workstation(s) in Inventory?
Hello, Is it possible to see the installation date of the workstations(s) after scanning? I cannot find a field in the Inventory. (I'm working witk SD+, 5506). Greetings, Ferry
Notification - Requests by Email Only
Hi All, A lot of the users within the company are creating requests by email. Ie) they e mail IT@whatever, and the system creates the request for them. I was wondering if there is a way to notify requesters that are creating requests by email ONLY. I tried the business rule, when mode is email, but for actions it is limited. There is no action for me to send out emails to requestor when mode is email. I also checked notification rules and it seems to be limited as well. Anybody have any thoughts
Scanned Software Report by Workstation
Is there any way to create an audit report of scanned software by workstation in ServiceDesk Plus? I tried the SQL query listed in another post, but it did not produce any data. Thanks Bill Eyler
EMAIL REQUEST
Where is the documentation on how to convert emails into helpdesk tickets. I don't see any templates for this in the version I downloaded as a free trial. Thanks, Sean
ASSETS assigning and adding information
we have quite A LOT of assets inside the servicedesk build: 5007 right now i would have to assign each little cable and component manually to each workstation to get a real report on the workstations and their assets. they workaround suggested by creating a separate workstation for the cables is what we are using at the moment. However, it doe not really give accurate information and in the asset tab of the workstation only the first page is displayed with no option to group (in reports it works)
REPORT ERROR WITH DATE BEFORE 2007
Hi I am getting the following this ERROR:Unable to execute report when I select a date before 2007. I appreciate any assistant. Thanks in advance F. Navarro
Can you delete survey results?
I have preliminary test survey results that I want to remove. Can this be done?
Deleting categori
Hi! We need to re-organize our categoris . Have problem to delete some of them because they are used (connected) to Requests. How to do that? Get error massage all the time when trying to delete them. Please help BR /Meli
Domain Scan
Hi Is there a way how I can limit my Domain scan so I not get all 20.000 workstation but only the 600 I am resposibile for? We have one big domain without OU's . Network scan ex 125.25.118.0 don't let me get any informationn except IP adresss - WMI and DCOM/COM has been enabled on server where Service desk is running
Importing Solutions
How do I import a solution into the mysql servicedesk database? Say something like: Add_To_MySQL "Title","Contents","AttachedFile","Keywords","Topic" Or better yet, since formatting is an issue: Add_To_MySQL TAB_DELIMINATED_FILE.CSV? Any ideas? It'd help us lots in migrating our old knowledge base into service desk. Thanks! Eric
Workstations not showing up in "All Workstations"
Hi, I am having issues with workstations not showing up in the All Workstations page. However, these missing workstations are showing up in the All Assets page. Why is that and how could I fix it?
domain scan over VPN connection
I am connecting to a client's VPN, and attempting to do a windows domain scan over this VPN connection, but cannot get it to show the OU. It jumps directly to scanning, but then shows 0/0 workstations. It scans for a few minutes, then comes back that it is completed, but no workstations found. This domain scan works if I am locally connected to the client's network (already enabled all firewall settings, etc) because we installed the free version on the client server, but we want to manage this information
Adding atachment to a contarct
could not add attachment to a contract :?:
SLA and escalation
I have tried to modify the SLA so that when a problem is not resolved within the specified time it is escalated to a more senior technician. I setup the criteria for the escalation, however, I do not know where in the requests this is triggered. How does a request know which SLA is in effect? and how does it therefore make escalation work?
Reports Rights
Hi I have a role for my technicians, they only can view, add, and edit requests and view, add, and edit solutions. Is there any way to allow them to access to the survey reports and/or a way to see the survey result for each request ? Thanks in advance.
Using alias URL
I recently setup in DNS an alias location for SD+ to be hosted so employees can remember the URL of SD+ easier (helpdesk.company.com). I also made this change in the alias portion of SD+. The site works fine, but whenever a $RequestLink hyperlink is given in a notification email the url points to the following. http://hostingserver:8080/http://helpdesk.company.com:8080/...... which of courses failes. Is there a way for me to remove the hostingserver section of this url? I dont really want to confuse
Tech does not get notification + where is the survey?
My notifications are working for users (requesters). Each requester gets an email after submitting a request and when the request is closed. However, I (the tech) am not getting notification that a new request is in the queue. I have enabled that option under notification rules. What would be holding up the email? Also, I have set up a survey, but where do I go to view the results? Should these also be emailed to me? (if so, they either aren't get filled out or have not been emailed.) Thanks for
Adding requesters
I've noticed a couple missing features for adding new requesters. If I create a new user on the domain, I cannot add their user ID into SD+ without setting a local password, which I don't want to do. I only want their domain login to be valid. So then I am forced to do a complete reimport of all the users in the domain. I would like to see an option to import specific users from the domain as opposed to doing a mass re-import or manually adding them. Also, when I do a mass re-import of all domain
Not all OU shows when trying to import users from AD
Hi! Using 30 day trial installed with non-english language on a Windows Server 2003 SP1. Build 5501. We are currently evaluation this product and will def. buy it (99% sure) and have some issues right now with two things. 1. When trying to import from AD some OU does not show. Have read about it here in the forum and nothing helps. Right now I use NETBIOS names everywhere. DNS names does not work better or worse. 2. When scanning my windows domain for computers it almost only find servers. Some few
Link to ItemID
I am trying to create a report based on fields in the inventory, assets screen. I have found the assetdetails table, assetowner, assetdepartment and assetri but cannot find where the itemid in assetri links to. Any help would be appreciated. thanks in advance.
ServiceDesk+ MSP edition?
I was wondering when/if there was going to be an MSP edition of ServiceDesk+ like OpManager. We are currently using OpManager MSP and are quite happy, and would like to integrate the features of SD+ (in a probe-master environment) where clients have a local server they can access which communicates that data back to a unified management server where one set of technicians can attend to tickets from any number of customer accounts.
ODBC/OLEDB access to ServiceDesk MySQL DB
I want read-only access to run custom reports from this DB. How do I do this. What is the default admin/sa pwd?
New Version Release
Hi, Any news on the next version release of ServiceDesk? We are very keen to also know what new features are likely to be added/changed/upgraded? We are currently using only the call logging feature of ServiceDesk as the rest of it has proven not what we expected. The call logging side is fantastic but the rest of it really does need a lot of work. Please give us an insight to where you are going with this product please !!!
Requests Module Slow
Guys, our SD server is very slow and we constantly have to reboot the server. But I've noticed that the slowness occurs mainly in Request Module, while Admin, Solutions, Inventory, etc don't appear to be as slow as Requests Module. Do you have a logical explanation to this issue? Sometimes is impossible to access Requests while the other modules work perfectly. Tks a lot, Thaiz
Created call report??
Hi anyone, Is there a way of creating a report to see who has created a call?
+ Character in attachments causes file to disappear
Not that it's a big problem, but I just thought i'd mention it: When I attach a file to a request in SDP, of which the file name contains a '+' character, something weird happens. No errors, and the file is visible as an attachment. But when you try to download it the file is not found. When i look in the directory where the file should be stored, it's not there. The file has not been uploaded at all.
How to disable the survey for some users
Hi, Can someone let me know how to disable the survey send from the SD+ tool from going to certain users.We have requests coming in from a lot of automated tools and once we set that the a survey should go after 5 requests are closed from a requester ,it would definitely go the automated tools also. So any idea how to stop this? regards, Subish
Hide Solutions Topics?
Is there a way to hide a solutions topic? i.e. for tech use only for config notes? Even if there aren't any visible soltuions in that topic the topic is still listed - perhaps a feature request? Also would be nice if we can have some IP address & configuration fields so we can store IP info, admin login passwords and attach configuration documents...
Documentation
With the release of Ver 6 of SDP being so close, how far away is the documentation. When do you expect the documentation to be available?
Workstation ID to User Name
Is there a way to manually assign a workstation ID to a current user?
Software Inventory - Description Field
Could we have a description field for the scanned software in inventory like we have for the manually added software items. Ideally this could be viewed as part of the software summary enquiry and could be edited when you drill down on the software item. Also is it possible to have a flag that identifies if software is scanned or manually added? Thanks Jason
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