View all requests?
Is there a way for a user to be able to view the status of all requests without being a Technician?
Daily Backup & Tape Backup
How do we automate backing up the database daily, and then backing it up to tape?
Ticket reply notification issues
When I hit reply to a ticket while logged in with my technician account sometimes in the to field is addressed to helpdesk@ and sometimes it's the users email. When the addressee is helpdesk@ the user does not get an email notification of my reply. I can not seem to find a consistent pattern. It's not consistent per user either. Sometimes the first reply will be addressed to helpdesk@ and each subsequent ones are addressed correctly. On other tickets at the same time will be addressed correctly the
SDP6+ - Cannot Restore Backup
I am in the process of migrating my existing Service Desk 6008 to a new server. I created a backup of my database, installed SDP+ 6008 on the new server and ran the restoredb.bat file. I selected .data file and clicked okay. The CMD windows displays briefly then closes but the database does not restore on the new server. I called support hours ago but have not received a call back. Please HELP!!!!
Self Service Notification Rule Filter
Hi all, Im fighting with the Self Service notification rule and the filters. We have a public email address for our helpdesk system however only want self service notification rules to be sent out to our users on our domain not external email addresses that email the helpdesk. I have enabled the following rule however the self service notification is still sent to the user. Sender does not contain "mydomain.com" This should in theory not send the self service notification to any email address that
SD+ 6006 Crashing
Well, we have been live now for about a month and we've encountered a serious issue. For some reason or another SD+ service will randomly stop. I have yet to figure what triggers it but it's getting pretty redundant. In event viewer under application it does show servicedesk with a error but it just says, "There may be a configuration problem. Please check the logs." So I check the logs via SD+ but it's not really showing me anything indicating a problem. SD+ will go back online after a restart but
Report - sort within group?
I have a "Custom Report" that groups by Requestor. This report includes the status "Open, Closed...". I would like to have the contents of each requestor group to be sorted by the status so that all Open are together and all Closed are together. Normally quite easy in a SQL statement. Is there any way to do this using the custom report tool? Thanks Jerry
Trial Version
I just downloaded and installed the trial version. Afetr which I cannot find the start button and there does not seem to be any instructions on starting the software or how to use it. Perhaps it has not installed properly ? I have a Vista Home Premium Laptop for the trial.
Email Attachments - Missing
Hi, We are evaluating ServiceDesk plus to use for our customers to log calls with attachments that can be up to 50MB. I know it's alot but we use public folders at the moment and need to centralise requests and attachments. We currently use the support desk internally which is a great product and would like something similar for our external clients. However when receiving emails the attachments are stripped out but the request is created. Is there a setting somewhere to enable attachments and\or
Service Desk With Asset Manager Release
Hi Service Desk, We were promised an end of June release for the upgrade to include Asset Manager. Do you have a release date for this week? Staci
SDP Integration with Intranet
Hello: I would like to integrate the login to SDP with a corporate intranet we are going to deploy. Either SDP's AD-based login would be the gateway, and I would want to add pages behind that login. Or we have users login to the intranet and SDP is a link off of one of those pages -- passing authentication through to SDP. Is either of these scenarios possible? Thanks.
Time display
I have been looking at the settings and at the manual and cannot see where there is a place to change the time display from the 24-hour view to a 12-hour view. Is there a place to do this? Thanks
help me : approval function in service desk
1. When i use MS Outlook,approval mail of service desk show code link => i don't want to show ( in webpage don't show code link ) 2. Guest user account cannot use approval function Thanks Please send to email address : cathysgn@yahoo.com
Limiting the workstations to projects
Hi, We need the possibility to limit the list of workstations to each client while he/she wants to create a new request in the system. It means each client has access to only his workstations not the complete list. Thanks :?:
Reopening the ticket in servicedesk
Hi, Requester has a problem, He raised a request in servicedesk, Technician has addressed the request, and he entered the resolution and closed the ticketd, But requester has not satisfied, still he has the problem So requester is needed to reopen the ticket, HOW REQUESTER WILL REOPEN THE TICKET IN SERVICEDESK PLUS any feature is there or coming with this feature in releases, Regards, Venkat
Organization Locations - Do Anything
I see the Organization Locations, but does it do anything? There does not seems to be an option for it within Servicedesk for task creations, etc. Am I missing something? Thanks!
External users needing access to SD+
We have an external user wanting to gain access to our SD+ system. They already have a logon and password for on Active Directory for other purposes. Is there a way we can filter their view so they can see only their groups calls and disable the other default filters? Regards
Multi email addresses in Requester details
Can anyone tell me if it is possible to use more than one email address in a Requester's details. I've tried using ; and | and , but window pops up with "Invalid ID" message. Any ideas?
Unable to close request with attachments
i have a request open containing 9 attachments. i'm trying to enter a resolution in order to close it but it's not responding when i click on "Enter Resolution" in "Actions". Is this because its loaded with attachments (necessary to enable the technician to carry out their work)? If so, this needs to be looked at.
Linking requests
We have a situation where we would like to be able to associate a group of requests with one another. Is there a way to link or group requests to each other? My only idea for how to do this was to create a custom field with a "master" request number. If all the requests have this number in that field, I can link them. Thanks, Carolyn
Network/Domain Scanning Through Firewall
We have about 150 machines that we would like to schedule monthly scans on. They are all running Sygate personal firewall which i do not want to switch off everytime we want to scan the machines. What ports do i need to open to allow me to do this.
Can i translate messages to russian wich not translated?
Can i translate messages to russian wich not translated? SD v.6.0.0 For example When i log in as requester i see the text "I am having issues with..." and so .... Thank you Evgeniy
Backups under Linux Platform
Hi everyone, I have a few questions regarding backups under a linux system. 1. Do we need to shutdown servicedesk before running the backUpData script? 2. If we need to modify the location of the backup, do we just edit the BACK_DIR variable in the backUpData script? 3. I've read something about an automated weekly backup which is built in servicedesk. Is this true? How often does this run? 3. Will the backup script just backup the database? Is this sufficient? Do we need to backup any other configuration
Custom Time Spent Report
If anyone could help me with the following report I would be very grateful. The report I need most for our company is based on time spent by tech. I want to run a report that returns number of tickets complete, total time spent, avg per ticket, and group by tech. I would also like to be able to customize this based on category of the ticket. So if I want to see all the above info for only software I could. The report would look like the attachment I added but just be able to generate from SD+. I
Merge Assets
Is there a way to merge assets in SD+? I have an asset (software) that was added through an order and then the same software is listed a second time from a scan. It was originally assigned to one workstation but installed on a different, I'm assuming that's how it showed up twice in my asset list. Is there a way to merge the two together instead of deleting one of them?
Change the Logo - Image on reports
I change the AdventNet Images in the self service portal but when I run reports it still shows the "ACME Helpdesk" Logo - Anyone know how to change that?
import a CSV file into the assets database
I am attempting to import a CSV file into the assets database. 1,376 of the records in the CSV file rejected (see attached). All the records seem to have the following error message: java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 13su How can I fix the records so they will import? Thanks!
Assigning the role of a technician
Hi, I have installed ServiceDesk with AD Integration. Now I want couple of users of my domain to have the role of a technician along with the adminsitrative rights. I did not find any options in the admin toolkit to assign such roles to the user. Could you please guide us as on how to go ahead on this. Thanks and Regards, Mitul Shah
Import Altiris Database
I have an Altiris database I want to dump into the service desk. Has anyone imported a previous database into servicedesk? Any help please. Ed.
Need to make a custom report
Im looking to make a report based on open requests for a single technician. I know you can do a report by tech. but it shows all tech's open requests.
Error with Backup
Since migrating to 6006, our backups have failed. We are using BackUpData, and when running at the command prompt, the following is displayed. D:\AdventNet\ME\ServiceDesk\bin>backupdata Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database not started. Starting ......... 15-Jun-2007 13:38:14 com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] 070615 13:38:15 [Warning]
Inventory - Custom Report discrepancy
Hi, Currently I have about 850 workstations. When I create a report from default Inventory report, it shows correct number of workstations. However, when i try to create a custom report by selecting various workstation fields or just editing default report and add some fields, it always messes up the number of workstations (it says it has 1200+/-, depending on what fields i chose). Any solutions? Thanks
Unable to post replies on forum
I am unable to reply to posts on the Service Desk Plus forum
SD+ stops responding
Hello three times now my SD+ server has stopped responding and I'm not sure what the problem is or how to troubleshoot it. The server itself responds to pings, I tried shutting down servicedesk, then starting up the servicedesk server, still no response. I access via VPN, so I remoted in and tried webclient on the server, still no response. All three times I had no time to spend on it so a reboot fixed it all three times. The only thing I can add is that I installed the Cisco Network Assistant on
SD+ Customisations for outsourced helpdesk
Hi, Hopefully you get this question all the time and it is easy to answer. I run a small IT consulting firm and I'm evaluating helpdesk applications that will allow our clients to log jobs with us. I've used SD+ on a client site however only as a support rep and I need to know if it can do we need of it. The features we need is for a delegate at our client site to be able to see all jobs logged for their site. But we don't want them to be able to see jobs for other clients. We would also want this
Workstation Scan - Similar Mac Addresses
I have a very peculiar situation. I have two PC's PC A and PC B When I do a domain scan for PC A it overwrites the record for PC B and visa-versa The machines are on different subnets. The only thing I can see is that the Mac addresses for each is very similar. Machine A is 00:0c:76:25:31:3d Machine B is 00:0c:76:25:31:e0 is this a know issue issue
If we have asset explorer, is there an upgrade path sd+ itil
If we have asset explorer, is there an upgrade path sd+ itil. Can we install service desk + itil and utilise the current database from our asset explorer installation?
Software Licensing tracking
Hi Support Under my Software Licensing agreement i have for example 100 office licenses. However this may be mad up of Office 2007, Office 2003, etc. Within Service Desk is there a method of combining different versions into one license, to help track the number of licenses issued. Thanks
Inventory DCOM error - ISA 2004
SD 6.0 trying to scan a w2kserver with ISA 2004 installed on it. All other scans working fine - just this one machine. Looks like an ISA issue - since I can see the ISA server dropping the connections !. I have tried to set up an allow rule on the firewall. Has anyone managed to do this ? or found another way to scan an ISA 2004 machine ?
On Hold abuse
Our technicians have figured out how to use the "On Hold" status for tickets to cheat their SLA times. Is there a way in Version 6.0.0 build 6003 to not allow tickets to be set on hold unless approved by a manager? If there isn't, please consider this a feature request. Thanks! Keep up the great work.
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