Notifications Working as Intended?
Howdy, First i must say fantastic piece of software. Now back to my issue. Someone please correct me if im wrong, but the email notification in the notification settings, should be sending an email to the technicians i specify (myself) when i or anyone else creates a new request? (yes ive ticked the lil box) So lets say 9 users submit tickets i should get 9 emails saying: A new request with request id $RequestId has been created by $RequesterName. Short info on the request is : Title : $Title Category
Tickets re-opened when user replies via e-mail
-- ServiceDesk+ 6.0.0.3 running on an MSSQL database -- Hypothetical situation: A requester creates a ticket with a 4-hour priority. I close the ticket 1 hour before it is due (because I'm awesome). SD+ notifies the user via e-mail that the ticket has been closed. 3 hours later, the user replies to the e-mail with "Thanks!" This causes SD+ to re-open the ticket and causes it to go over-due immediately. That's bad. I've messed around with the e-mail templates and no matter how much the user modifies
Entering a Resolution Problem
I can't enter a resolution for some problems (which in turn does not allow me to close them); the strange thing is some problems I can enter a resolution and other I can't. Has anyone ran into this problem before?
I have managed to create a technitian i cannot delete?
Hello, Im setting up SDP and I have managed to create a technitian i cannot delete. there is not red x next to the user. how can i delete that person? JAcob
Users can view all Contracts
I've setup a group of users who only have access to the contrats tab. under roles i've checked full control for contracts and selected the option Assigned to him for Requests technician is allowed to view. However when the tech logs in they are able to see all the contracts no matter which user created them. How can i get it so they can only see the contrats they make.
program doesn't recognise workstation in workgroup
hello, i'm using the program for a few days now (first the free now the trial version) the inventory module doesn't see my ccomputers. i'am running the program on xp pro (sp2) i have one xp machine and a vista laptop i don't have a domain but a workgroup (mshome) i made sure i have full admin rights at both pc's but the program says "no response from workstations probably the workstations are switcht of or not existing. can somebody tell me what i am doing wrong?
ITIL Feature
I am looking at the online demo of the ITIL version, and it looks quite interesting with the addition of the Problems and Changes tabs. However, I would like to make a feature suggestion. My company currently develops and maintains a incident database program (VB6 front end with Oracle database back end) for keeping track of problem incidents, change requests, and timesheets for our software development division. The timesheets for all the employees consist of entries for time spent on incidents,
No technicians available to allocate
I have just added all the technicians to various groups and now, when entering a request can only allocate a group. "no options available" appears where normally you could select a technican. Also anyone enters a quick request the job seems to disappear when saved. I believe it is connected to the above issue. Could anyone help me out on this please. Many thanks Roger
Hello
when will this Full version be available and what will be the cost.Also we would like to know if we can migrate this with our old Adventnet 5.5.0. Please advise thanks
Closing rules
Hi, I've just upgraded to version 6.0 (the latest) and I'm very disappointed that closing rules don't apply to custom status ... I have setup a few status with type "Completed" and the closing rules don't apply ... so they are useless to me :( Regards, bsod
SD Upgrade build 6003 --> 6008
Hello, I have been trying to upgrade version 6003 to 6008 but have had some problems. SD is configured for MSSQL and all seems to be OK until 98% when it says uninstalling and performs a rollback. Beow is the log. Can someone please help ASAP on this. I need to upgrade to get some consistancy with the mail fetcher and also delete some old categories etc by tomorrow. Output from log: Update Manager Error Dialog server\default\lib\AdventNetPersistence.jar server\default\lib\SDUtils.jar server\default\\conf\buildinfo.xml
IMPORT FROM EXCEL
Hi,, how can i import old requests from excel to ServiceDesk PLus. Thanks for yours help....
connecting to selfservice portal
hello everybody, i just started to use service deks plus (free version for testing) i want to know how i can make a connection from my website (hosted somewhere else) to the selfservice portal. i'am running the service desk plus programma on a XP-professional os and there on is also running de web application. i hope you can give me the answer. as simple as possible, although i'am a systemengeneer i don't know anything about the internet with regards, paul Moolenaar (from the Netherlands)
Notifications - request status incorrect
When I open a new request, but select the status as 'closed', the notification detail showsa status of 'Open'. The request files correctly and is in fact closed, but the notification doesn't update with this info - any ideas? Thanks
Inventory Import Workstation Off-line Network
Hello, How can I import the data materials and software of a workstation off-line to the network. Thank you.
SDP6, How do I set the default Request filter?
It defaults to "Open Requests", but I would like to have it default to another Filtered view. Also, when will the documentation be updated to reflect changes in SDP6?
Remove chart from reports
Is it possible to have a report that doesn't show the chart at the top of the page? The chart takes up almost half a page when printed and not necessary for some reports I need to make. This causes a report that could be one page to print two pages.
Forgotten Admin Password for ServiceDesk Plus
Please can someone help...I have forgotten the admin password for servicedesk plus, not the default one but the one I changed it to.
question about the migration
Hey, I have a problem about the emigration of service desk plus. I have a version 6.0.0 and a build number 5999 and it's impossible for me to migrate to version 6 with a build number 6000 to 6008. How can I do it? Thanks for your help.
Deleting Requests
When a Technician deletes a request, is it gone forever?
Change the Fontstype in Email
hi is it possible to change the fonts-type in the notification-emails. default is times new roman, but in our company we have a CD/CI where the fonts-type is verdana. so, where can i change the fonts from SDplus regards Kurt
new work station
hello, i must ask you, sorry for my english. I want to know if we can add a new workstation with a csv file ? Thank you for your answer.
Edit a technician in a catagory
Does anyone know how to edit the default technician in a category? Even when we select a different technician from the drop down, it defaults to the technician listed in the set up. I can't find where I need to go to change that. Any ideas?? Thanks!
Creating an audit disk
I was wondering if anyone knew if it's possible to manually audit a workstation? For example, is it possible to extract information from an off-line workstation using a USB key?
Summary in the Subject
Hello, I need that the summary information will be included in the subject. That means that if somebody change the subject we could maintain this information. Any idea? Thank you for your support Ghasem
ITIL Beta, sorry in wrong forum
We've downloaded the beta copy of SD+ ITIL and I've come across a few of things with software licenses. There may be a bug when giving a scanned software a minor version. I've tried this twice and both times I end up with the same thing. I loose all options for software licenses or allocating to a workstation. The only thing I see is an option to change type which only list database. 2nd thing I noticed is I ran a scan on my domain and it pulled in two copies of adobe acrobat. Version 7.0 and 7.0.9
Custom report on License quantities
We would like to produce a report on the total of each license that is scanned in the inventory eg. Windows 2000 Pro 23 Windows XP 5 Windows 2003 Server Standard 6 Adobe Acrobat 12 Office 2000 Pro 23 and so on ...... I think you get the gist. is this possible as it would be very useful for audting purposes. TIA Damian
6006: Scanning Workstations
Hi Just wanted to check how this works :). Say my first scan detects 50 workstations on the domain. If I scan a second time and only 40 workstations are detected, are these workstations (which were previously scanned) removed from the list? :)
Problem with installation
Hi I had SD+ installed and working ok. I then purchased ADmanager and was advised by my reseller that it was ok to install these two products on the same server. Once i did this neither product worked. I have uninstalled both and reinstalled SD+ as i need my helpdesk back! However, i cannot start sd+ server; i receive the following errors in the wrapper.log... INFO | jvm 1 | 2007/06/18 13:58:18 | Server Started. INFO | jvm 1 | 2007/06/18 13:58:18 | Please connect your client at http://localhost:8080
set a default value for the 'allocate to' and 'owner name' f
Is there a way to set a default value for the 'allocate to' and 'owner name' fields so that when I receive an item from a Purchase Order, the "Allocate To", and the "Owner Name" to are already filled in? Thanks, Carolyn
Saving Active Directory Import Settings
Is there anyway to save my settings for AD import so the automatic AD sync will import the correct users?
Category - Subcategory - Item selecting issues on upgrade
Hi, We have a support request in process but I thought another web-savvy customer might be able to respond faster :P We just upgraded to 6.008 /SQL 2005. I went through I nice test process and found that all of our data made it over unmolested. I was having no problems.... Then one of the team complained that they could not find or select any items in the Category list of a new or existing request. Existing requests that had been previously categorized were displaying "Select Category" on my teammate's
Contracts report
Hi. I need to create a report showing the renewed contracts. I saw that when I renew a contract, the new one is created with the word "renewed" at the end. Is there a field that links the expired contract and the renewed one ? Regards Fabrizio Version Servicedesk 6 bulid 6008
Service Desk Plus 5.5.0-5507 and registry keys
Hello!!! We are a company which uses Service Desk Plus 5.5.0-5507 in order to inventorying the PCs that the enterprise owns. These days, we have been upgrading some computers from Office 2000 to Office 2003 SBE. The problem is that, when we inventory these PCs, Service Desk Plus shows as if both Office 2000 and Office 2003 SBE were installed, which is a mistake due to only Office 2003 SBE is installed now. We think Service Desk Plus inventories the programs from a PC by looking registry keys on it.
Category changing in Requests
i have just added some more "Categories", "Sub-categories" and "Items" within the relevant section in the "Helpdesk Customiser". When i returned back to "All Requests", all of the category fields had changed to the same name (e.g. Connectivity). So that's all Open, On Hold and Closed requests we've ever raised changed to the same category. I've now got the difficult task of going through all 100+ requests and trying to remember which category they were originally set at. Has anyone else ever experienced
Notification Alarm
Hi, Is there any way to generate an alarm sound for an online operator when a new ticket is generated by a requester from the Web? Or any other notifications in the main page in addition to email and sms.
Business Rule Based on Category & Location
Good Day Folks, We are still trying to setup our trial version of SDP. We would like to have tickets routed to the different technicians based on the category and the location (i.e. John takes care of all hardware issues in Toronto so any tickets with category hardware and the User location Toronto get routed to John automatically.) Thanks for you help! Rob
script error
When I try to load our assets page, I get the following error: "A script on this page may be busy, or it may have stopped responding. You can stop the script now, or you can continue to see if the script will complete." There are two buttons below this that say, "stop script" and "continue." Does anyone know how I can fix this problem? Thanks!
Discussion Notes not showing up
We are having problems with users not being able to see Discussion Notes. If the Technician creates a Discussion Note and checks the box that says: "Show this notes to Requester also" the note will show up for the Requester. But, if on the next note the Technician creates - if he does not check that box the user will not be able to see any future Discussion Notes even if the Technician checks the box the following time. Is this a bug?
Request Template - Default?
Is there a way to have a Request Template be the default for all new Requests, rather than the user having to pick one? Right now the default are blank Subject and Description fields. I would like certain questions to appear in every New Request so the user has to answer them when submitting a request.
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