Telephone List
Hallo! Is there a way to show a Telephone List of all Users to every User? In SupportCenter Plus this is Possible, but in ServiceDesk Plus not.. Thank You!
Windows Firewall Blocking Inventory Scan
What is the port that needs to be opened on Windows XP's firewall so ServiceDesk and scan the workstation successfully during a inventory scan? Someone replied prior to another posting and the ports they suggested did not work and the inventory scan failed on the workstation. Hopefully someone can answer back and help up out on this issue. Mid-Michnet Support Team support@mid-michnet.com
Extra action in Business Rules
Hello, we are testing Service Desk Plus - Enterprise edition BETA. Is possible to have in the business rules an extra action that updates the ticket subject with the received E-mail subject using a specific rule (by Sender rule for example). Example: Define Rule: Sender --------- is -------- xxxxx@xxxxx.com Action Update Subject (Extra Action) Regards Interroll
Template / Boiler plate request replies
Running 6010 I did raise this a while back, but it looks like it didn't make it. We get a lot of very similar email requests which need 1 of 3 or 4 standard replies. That process cannot be automated because the reply depends on the content of an attachment. Rather that messing around doing a copy and paste it would be really nice to have a drop down list of replies that could be used as needed. The Request Template doesn't seem to provide this function, or am I missing something? Thanx bin
ServiceDesk and IE6/7
I recently upgraded the helpdesk system to 6008 from 5501 and ever since, the speed to the helpdesk through IE has degraded while Firefox browsers open it fine. This has been tested on more than one machine and basically what happens is there is a pause between screens. (The window shows the servicedesk graphics, but no data is displayed.) Any ideas?
MSP Opmanager Modem based SMS
Hello, I upgraded to MSP 6004 and want to try Modem based SMS. Upgrade went fine but when I choose SMS Server Settings I only got a blank screen with the text Error. I'm using a Wavecom M1306B which works fine using Hyperterm on com1. Can I edit SMSServer.conf manually if I want a quick test. Thanks, Ari van Asseldonk
Mail Server Settings (Mail Fetching Stopped)
Mail has not been fetched for over 4 months (shows how little requests are made by end user's ;). I have tried to stop fetching and restarting it, I have also rebooted the PC that is running Service Desk Server. Stlll no updates to mail fetching. Any advise would be greatly appreciated!
Last successful scan
Hi, I was wondering if anyone knows how to create a report which shows the last successful scan on it? Many Thanks Simon Rothenberg
Technician View to be same as Requestor view for form
Hi, Is there anyway to configure the requestor form to be same for requestor as well as requestor ? Seems all those that we can inhibit for normal requestor are still seen by technician. Technician are also normal users when they make request. Regards, Jupp
Unable to change "Status" from Attention to Clear
Just a quick problem and I'm sure this can be cleared easily. I hae several devices that during the initial setup and installation of OpManager had alarms which I just deleted. Now those devices show their status as being "Attention" (little yellow exclamation icon). If you go into the alarm page there are no alarms listed for these devices. And if you show all alarms, any alarms listed there are clear and acknowledged. Is there some way I can clear the status on these devices? Thanks.
Running a Query Report
How do you run the query command to specify a particular software listed in Database? For example, I want to query all users that have "Itunes" installed in their system?
smnp
Hi we would like to setup our network to be monitored but it keeps asking use for a comunity what is this? where do we find this? James
Modify Request ID
Hi I would like to modify request ID, can you please tell me how to do this? We are using Service Deskplus on Windows plat form. ~Shiva Kumar
Display custom requestor details
Hi Is it possible to display a customer requestor field in when viewing requests? We have a field that is unique to each requestor and would like it displayed when viewing open requests list. Thanks
Can't open and lock time zone table
Hi All I found below warning log in events log folder: "Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them" can everybody help me why this log is generated and how can I restore it? FYI; ServiceDesk is working properly and no problem was senced. I am running on 6008 version. Thanks
Trigger test alarm?
Is there any method in OpManager MSP to trigger a test alarm on a device, in order to verify that alarms are being delivered and processed through the notification profiles correctly? In a previous product we used, we could, for example, trigger an alarm in the monitoring system to simulate that a router went down. Thanks! --Scott
Attachments with Purchase Orders
Is there a way to add Attachments to Purchase Orders. We have to send quotes out with the purchase orders, which means we have to send the quote to the approver(s). Thanks in advance for your assistance with this Issue.
Scanning
8) Hello. How can I point my scan to a specific group within a container. Thanks.
Print Inventory Software reports
Is there any way to print a report which shows the audit scan history for all workstations? Believe that this cant be customised. Is helpdesk able to provide me a query to run this report? Thanks Calvin
Anyone upgraded to 6009 yet?
Just curious whether anyone has gone for the 6009 build yet? We're still holding back on 5506 & would like to upgrade, but scared as hell somethings gonna break... Thanks, Tony
cisco pix/vpn
can I monitor syslog data from cisco pix and vpn devices?
Error importing AD users - non-english OU names
I have "General failure while performing the operation." error while importing AD users. This happens only if non-english (russian) OU names are checked. Importing users from OU named in english works fine. AD - w2k3 mixed mode SD - 6009 clean test installation
Notify requester when request is updated/closed
Hi, My issue lies with the notification rules set out in the admin panel. I have a couple of queries, firstly why does the requester receive 2 e-mails whenever a request is closed (One update notification, one closed notification) and is there anyway to stop this? Secondly is there any way to trigger e-mails when certain criteria is filled, i.e when a custom field is edited for a request then an e-mail is sent out, but not if another field is updated. Oh and by the way, good job on the product. These
Running Multiple AdventNet Apps
Ok - I really like the features in several AdventNet Applications and would like to try to setup these apps on a SuSE linux install: 1. ServiceDeskPlus 2. Zoho Virtual Office 3. OpManager 4. OpUtils My questions are: Is it possible for ALL of these apps to use the same copy of all the common components (MySQL, JBoss, JRE, etc.)? Finally, is there a problem running the Linux Server version of OpManager and ServiceDeskPlus and being able to scan Windows clients successfully without using a domain?
Need training on Asia PAcific
Dear All, I need reliable vendor to give training on SDP,OPM and Asset Mnagement on Asia Pacific, pls inform me. Regards ABthea
Resetting requester ID
I have entered some 20-25 test call .now my actual request ID is generated from26. can I reset it.Can i customize requester ID in suppoer center
Can't open file: 'requestchargetype.ibd'
HI, Windows 2003 x64 SP2 Support Centre Plus Built 6006 (but with 6005 in About page) I have next errors in Event Log: ..\mysql\bin\mysqld-nt: Can't open file: 'requestchargetype.ibd' (errno: 1) Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0018eca2. Thanks for any support.
sync'ing with Outlook 2007 Business Contact Manager
Does the new Outlook integration work with BCM or only contacts under outlook? The accounts under BCM is where are customers are stored and that would be the area that needs sync'ed Thank you for your reply
SupportCenter 6.0 Web Portal Question
I don't find any documentation on the new Web Portal feature, other than I can make some changes to it from the admin link. What url do I give to my customers to take them to this look and feel?
Hide "Support" tab if not admin
I would like to hide the Support tab from my SupportReps. Can this be done? It would be nice to have "View Support Tab" as one of the ROLE settings, in addition to my other forum post desiring that the "Global View" is also a ROLE-based setting.
Feature Request: Editable Due Date
I noticed the Due Date field is not able to be manually specified when editing a request. I would think this would be a nice-to-have feature. If a user has logged a "Needs new Blackberry for a new employee" and that employee doesn't start for 3 weeks - having the ability for a SupportRep to manually edit the Due Date and specify the start date of the employee as the Due Date, would be beneficial. Even if a Due Date is determined by a configured SLA, having an editable Due Date would allow for SupportReps
Is it possible to set "View Requester Conv" as def
I noticed that each request you go into, "View All Conversations" is the default. In old, very busy tickets, this creates a lot of conversations being shown by users/system messages. Is there a way to have "View Requester Conversations" the default, instead?
Bug: Cannot search solutions with periods in string
I created several test solutions regarding wireless. When I search for "802.11" in solutions, nothing is found. 802.11 is one of the keywords. Keywords : wireless, wifi, ssid, 802.11 I've found that no keywords with punctuation can be searched for. I can search for "802", but not "802.11".
Bug: Mode of request received from sefl-service portal
I created a request through the self-service portal. The "mode" of that request is being stated as "e-mail". This isn't correct. IF anything, I would classify it as "Web form".
Removing text links?
At the top of the SupportRep interface, there are the following text links: ---------- About | Feedback | License | Change password | Help | Log out [ <yourname> ] ---------- At the bottom, there are: ---------- Home Requests Solutions Accounts Contacts Admin Reports Support ---------- I'd like to edit whatever source these are being call from and remove such items like "Feedback" and "Help" (we don't want our 45 SupportReps ALL giving your their feedback/help requests). I'd also like to ADD a few
Bug: Survey details wrong
I noticed in one of my sample surveys, the following date information: ---------- Survey Details Survey sent to: User Survey sent on: 13 Jul 2007, 17:22 Survey answered on: 06 Jul 2007, 14:54 ---------- It would be a little tough to answer a survey (July 6), 5 days before it was sent (July 13). I don't recall what other actions I took on this ticket. I may have closed it, reopened, closed again, etc. All I can tell you is what is reported in the Survey Results: Survey sent for Email improperly blocked
Feature request: Survey completion results email notificatio
We don't intend to send a survey for each closed request. We will probably send a "random" survey out to our users after every 10 requests, etc. Because of this "random" nature, I'd like to see a feature that included the ability to notify a selectable group of SupportReps anytime a survey is filled out - and include that survey in the email, if desired. The system might send out 10 surveys and only 2 users complete them. I'd like a certain set of SupportReps to receive a notification everytime a
Feature Request: $ActionBy variable in notifications
One variable I would like to see in email notifications is an "$ActionBy" that records which SupportRep took whatever action that resulted in the email notification. Let me give you an example... If "John Doe" is the Helpdesk staff that logged in and assigned Ticket #12345 to the "Network Group", in the email notification I would like to include this information on the bottom: "Ticked Assigned by: John Doe"
How to? (Edit 'A note has been added..' email)
When a Contact submits a note to a request and elects to include this note as an email to the SupportRep, is this an email that can be customized? I do not see anything pertaining to notes in the notification options. Please advise.
Feature Enhancements - a few ideas
While checking out the Support Center Plus, I came across these issues. Is this on the roadmap for the future ? 1. When a request is on hold , or any other Stop Timer setting (such as Waiting For Information From Client) status does not automatically go to Open when the client replies. Business rules do not help because they seem only to apply to new, incoming requests. Is it possible to add a new set of business rules that handles requests in-progress so that incoming replies from client can be
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