Remove options from guest logins
I'm currently testing SD+ with the aim of implementing it soon. However i want all staff in our organization to login in under 1 guest account and then select their ID from a mandatory additional field. This is so staff can see all requests and see just how busy our support department gets. However, if everyone logs in under 1 account, is there a way to remove options from the account so different staff members don't keep changing various options. We would like to remove the 'My Details' tab, the
Date field in Asset
When trying to amend the end date for either lease or an additional field for warranty that i have added to the product (asset) page, you cannot go past 31 Dec 2006. Error message "Stack overflow at line: 1076" is presented within Internet Explorer. In Firefox browser, the error does not appear at all and the calender simply refuses to go past 31 Dec 2006. Attached is a screen print... please can you help with this as we need to add in all warranty information for our assets. I assume that it is
Blank Descriptions
Yesterday I installed the HotFix to upgrade my Servicedesk Plus from 5010 to 5500. Since then I have had a very strange, intermittent problem. For pierods of time, when a requester opens a new request the information in the Description field does not get sent with the request. All I receive is the requester's email address and any attachments they sent. This is starting to cause a problem here as we are not receiving the information we need to work on the request. We do have a re-branded version
Strange error (Requester Side)
Love the program.... been testing it for a few days now. I am having an issue with the requester's form. Half of the fields are cut off (as seen in the image) Please advise. Thanks
Asset report with department name
Hello, I need to create a report of all assets but by department. The issue is that an asset is either allocated to a department, a workstation or a user. So I was planning to build a query with some "join" in order to get the - The workstation to which an asset is attached - Then the user name to which a workstation is attached - Finally, with the user name get the department name. But I cannot figure out the link between the various table. Could you please give the name of the various table I need
blank descriptions on requests
Hi I have attached 3 screenshots of the result in 3 different browers trying to view a request...(note before the upgrade to 5500 viewing the descriptions of requests was not a problem on any browser). So Firefox works and Safari and Opera dont ??? and i use Opera now as i feel firefox is becoming like IE. Why did it work before the upgrade but not now??? and it has nothing to do with cache, this is on a new machine i installed opera 30 minutes ago.
Products, Inventory and Assets
Hit a bit of a brick wall here maybe somebody can help. We are starting to use the inventory feature. Most of the equipment we have is identical so when trying to add a product for the inventory we get a duplciate name error So to combat that (which we don't want to do) is use a standard product called Stock Monitor fine so far but when we get to the asset area again we cannot have duplicate names. I also tried using dummy PO's as that can handle multiples but the the product name becomes Monitor
Printing of PO's affected by poor rendering
I've talked with AdventNet about this issue, but this is to formalize the problem. When printing PO's, any lines of vendor items/descriptions that are too long will push the text (price, etc) on the right side of the page off the page, and cause a separate page to be printed with the missing data. Sure, you could do scaling, but then the entire PO is shrunken down. Some might claim it's a browser issue, and that's partly true, but really, it's a rendering issue with the page. It DOES NOT wrap text
Time Spent Blank
After the upgrade to the latest version, we just noticed that all previous tasks have their time spent wiped. They have the name of the technician with 00.00 instead of any time.
Purchase Order dont work
When I choose the option "Submit for Approval" It choose by automatic the first requester in the database, I have to change "to" to another requester. When the other requester receives the e-mail it looks like it has been sent from the first requester in the database and not from "Helpdesk" And one thing, does everyone who needs to "approve" a order to be an technicans? It should be an option for everyone to approve orders. Best Regards Daniel
AD password
Hi My question is : How does the reset password work. Does it actually reset the password for AD ? I tried to use it today but it didnt work. Also just to note that if it does reset the AD password would it be possible to add the force user to change password option. Otherwise the user has to tell me what they want the password to be changed to which defeats the purpose of security. Thanks Barb I had originally posted this in the forum Troubleshooting but as i can see noone seems to be answering
java unpack error
I am getting a error on the install of ver. 5.5 when it is trying to unpack the jar files. Any one ever seen this?
Contract attachments
Apparently you cannot add attachments to contracts once the contract is created. Adding attachments is only available when creating the contract. Am I missing something?
Multi-homed Web Server / Port Change?
Hi: I'm currently testing SDP for implementation in my enterprise and would really prefer to use port 80, but have to run on a machine with an existing web server. I went ahead and multi-homed the machine assigning a new IP. Is there a way to bind the HTTP server to port 80 on the new IP in SDP? Anybody have any ideas? I would really prefer to use the default port to keep things simple for my users. Thanks! Brad
Inbound Spam
We have turned on the Spam filter on our ServiceDesk plus, but even though the spam emails are being deleted, its still creating a requester with that email address. Can that be prevented as well?
BUG: Simultaneous PO submissions causes numbering problems
When two people are working on a PO at the same time, there is an issue with the same number being assigned to the different people. It ends up being a problem with a vendor selection and other areas. Weird errors appear. What needs to be done is that when a PO process is started, some way of handing out numbers needs to be managed. Given that HTML is stateless, someone getting/using a number for some time as they look up vendor items and someone else coming in and getting the same number is not
Workstation History report
Is there a built in report or a way to create a report that will give me what has changed on the workstation daily? I am setting up a daily scan and would like to login in the morning and see if anything on any of the workstations has changed.
Preventitive Maintenance Error -Monthly schedule
I was able to make a PM task and create a Periodic schedule but when I try and change and then create a new MONTHLY task it gives the error below: Any Ideas? FAILURE :Error occurred while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,152,736,247,599.
Request created Time is off by 3 hours behind
We are currently running SD 5010 on Windows Enterprise 2003 Server the time on the server is correct with the lastest Time Zone and Time and Date but I don't understand why Service Desk is showing a 3 hours behind I check forums to find a fix with no luck thats why I'm posting this. Any help would be appreciated. Thanks
banning requesters
Can we actually ban a requester? Either to stop them getting in in the first place and secondly to ban them if they have left the company but we want to keep the case history associated with them.
Scheduled Request - can this be setup and how
We have requests that occur on a schedule - weekly, monthly, etc. I understand that a feature called "schedule request generation" was added in build 5500. Can someone please let me know how to build a request schedule. Thanks Rob Holmes Network Analyst Guelph General Hospital 519-837-6440 x2275 rholmes@gghorg.ca
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
Sending a solution to a requester
Can we actually send a solution to the requester without cutting and pasting? It would be useful to leave the request open in a window, look through the solutions and then send the solution (after possible topping and tailing) to the requester. Or again from the solutions to be able to send to a requester from there. Here I am thinking about me browsing for one thing and coming across another which reminds me that this solution will fit a previous request (that is grammatically poor...). In this
Java unpack error?
I downloaded the new full version of 5.5 yesterday. When I went to install it it got to the unpacking jar files part and died. Said a error accoured unpacking files. Any one seen this before?
alter the "MY VIEW" page
Hi Chaps, is there a way to amend the "MY VIEW" page to show not only the requests assigned to a specific tech, but also all requests assigned to queues/groups they are members of (without having to filter it)?
How to re-configure the AdventNet Fonts?
The Chinese version of AdventNet looks unclearly, can I change the fonts and fonts size?
Lack of editor for announcements
The ticket editing, and notification editing is vastly superior to the editing controls seen in the announcements. We cannot add links, or provide different fonts, colors, formatting, etc. Can this same editor be utilized in the announcements? Justin
Request Assignment
Is there any way to automatically assign a new request to a group based on the request category?
BUG: Print Preview function causes error
This is to formalize the issue brought up to AdventNet during my webex session. A user reported that in trying to access the Print Preview function (Under Actions on a ticket), an error was reported. As per Ankit's request, I'm submitting the IE version number and a screen shot of the error. (I was unable to replicate the problem in my workstation while on my webex session) Justin
How to stop SD+ from automatically added a requester via ema
Hello, Is it possible to disable adding requesters automatically from email request? All the spam the mailbox gets is being added as a requester. Thanks, Dave
FEATURE REQ: Business Rules with relational decisions made
The problem: We have users who are located in offices around the world. There are techs in many of those locations. They would like to be notified/assigned a ticket when a user from their site submits a ticket. Analysis: - There doesn't appear to be a way to refer to a user's location on an individual basis. You can have someone in a department that has a location mentioned in it, but that's rather tedious to set up, as departments span locations. There's no way to determine a department of a person
Documents
Is there any way to have a documents section in service desk instead of attaching them to solutions...ie having a FAQ are or other important documents but instead of attaching them to a solution??
How can I view "additional comments field" in user
We send this surveys but I dont know how I can view the additional comments field.
unable to scan a machine over the domain
I am unable to conduct a scan of a PC on my domain. The following error is returned after a few seconds: FAILURE :Connection to RPC server in the workstation failed. What is the fix for this error?
how to Enhancement main pages
hi guys, can you help me how to Enhancement main pages in service ServiceDesk Plus | 5.5.0 rgds echo
Underlying link is wrong - TD
A client of ours mentioned that they couldn't use the link to get back to the portal and see her account. We renamed our original link http://abc.companyname.co.uk:8080 to a more "memorable": http://servicedesk.companyname.co.uk:8080. The text in the outgoing email message shows: http://servicedesk.companyname.co.uk:8080/WorkOrder.dowoMode=viewWO&woID=294 but the actual hyperlink it contains is: http://abc.companyname.co.uk:8080/http://servicedesk.companyname.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=294
Multi technicians to a case
Multi technicians to a case would be useful. Today I took over a request from a colleague who was out on site so I changed the technician to me so that I would see any incoming emails (in my open cases), but if I forget to reassign it back to him, then he will not be altered to the fact that there has been traffic in his ticket.
How to acknowledge request closure to group
How to acknowledge request closure/change to other requesters than the request owner ? -- Piotr
Survey report
We upgrade to 5500 and we can not see the results of a survey. Wen we try to see it we get this error (see attachment). Thanks, Jordi
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