ServiceDesk on Internet
I'd like to publish ServiceDesk on the Internet outside our firewall. I have some two questions: 1. I can't find instructions for this in the Admin guide. Can anyone tell me how this is done? 2. Are there any significant security risks to this? Thanks, Carolyn
Import requests from other database
I have an old database with 1000+ tickets in it. We would like to import this data into the SDP database. We can format the old records in any fashion. Are there any documented procedures or does anybody have any experience with importing requests into the database?
Report with WS Location
Maybe I am just blind but I need to create a report that contains the work station's location but the only field I can find is the WS location comment. Can someone please help me? Thanks.
SDK domain inventory with Windows 2003 DC
Dear all, I am here working with ServiceDesk Plus 6 in France and we are trying to do a domain inventory with ServiceDesk Plus installed on a Windows XP machine, and we are asking SDP to do the domain inventory on a Windows 2003 SP1 Server Domain Controller. The Organisationnal units enumerating starts but never ends, and the inventory is never done. Do you know what could be the problem? Thanks in advance, Vincent from France.
Remove Personalize from screen
I use AD Authentication so I don't need the personalize link on the top right of the page. How can I remove that link? Thanks Josh
Request - Additional Fields (Pick List Sorting and Reporting
ServiceDesk Development Team, I would like to recommend that you add the capability to sort the pick lists that can be created in the Request - Additional Fields. This can be a headache if you have a lot of items and it isn't in alphabetical order. I like the new custom reporting. I am hoping that you can take it up a couple more notches. Take a look at a product from QlikTech called QlikView. It is a business intelligence product. I would make the reporting function for ServiceDesk a stand-alone
Active directory requester import questions
Greetings, I have 2 questions regarding importing Requesters into SDP from Active directory. 1 - Is there a way to filter Disabled user accounts so that they are not imported into SDP as Requesters? 2 - Is there a reason that some sub-OUs in Active Directory do not display when connecting to a domain controller to do an import. I've tried to connecting to both Global Catalog servers and not, but with the same results. Some sub-OUs just don't appear. It does, however appear that user accounts in those
Searching for Request IDs
Is it possible to search on Request IDs only? Trouble is that a lot of our requests contain long strings of numbers, so searching on Request ID in the normal search function brings up a lot of random requests. Would it otherwise be possible to add a column entitled Request ID to the request overview?
Log On To???
hi How can I remove drop down (log on to) window for choosing domain? We have only one domain and we want to make that domain default. We don't want users to choose; it would be much easier to log on domain automatically. Anyone?
Network Scan Not Working
Hi, I'm trying the Trial version of ServicDesk Plus Professional 6.0.0.0, to give management a report if it will be worth it to buy and use this program. My problem is that the network scan keeps failing. Some Workstations it picks up the IP address but that's about it. I have activated DCOM on the workstations. I'm Running Windows XP and Windows 2000 workstations on a WAN and a LAN
Inventory scans tied to ip address
I have a question on how to handle inventory scans. We scanned our domain which import our pc's which get ip via DHCP. If I run ipconfig /renew and it gets a new ip will this cause an issue for a scan. If I go and press Scan Now will it still update the correct pc. Another example is we have remote computers around the US. With this software we can connect them to the vpn, add new scan, and they show up in inventory. However our vpn server uses the same group of ip's so it I try to scan again the
Purchase roles for manager
Hello, Is it possible to give my manager the purchase role? He's the one who has to approve the purchase orders. When i sent him the approve purchase mail after clicking on 'submit for Approval' he get's: you are not authorized to view this page! (I can only give roles to technicians in de admin /user tab, not to requesters) Can anyone advice me? Greetings, Ferry
OBJECT ERROR
___ When I try to make new request this error comes out "EXCEPTION: [OBJECT ERROR]". Anyone? :?:
Asset List - Double Product Line
Does anybody know when AdventNet is going to fix (or let me know if you know how to fix) the problem of listing Assets and having the product listed on two lines for the same asset. The attached screenshot is from the demo site but I have this issue with ALL of my assets and really sucks when looking 500 items. Thanks.
Can't delete Reminders
Hello. We are running ServiceDesk version 6.0 Build number 6003. We have one(1) user that is having problems "deleting" reminders. He can create them fine, but when he tries to delete them, nothing happens. Please help.
Error when installing 6006 patch
Anyone else having a problem when trying to install the 6006 patch? I have the web frontend connected to a MSSQL 2000 database and when I run the update manager it gets to about 98% then says "error - uninstalling". Any ideas?
Log folder, can I delete?
Dear All the following folder is taking up 1.7GB on our server c:\adventnet\ME\servicedesk\server\default\log are these simply log files that can be moved elsewhere or can I delete them entirely? Thanks
next service pack
can we please have an update when this is going to be released as i need to fix the issue with the duplicates in the reports, thansk Ryan
No longer able to see scanned software
Last Friday I was browsing through the scanned software and I received a couple of java error message (no I don't have them saved) and now I'm unable to see anything under the software portion. Any ideas? Attached is a screen shot of all I'm able to view when I select scanned software. Thanks! -Brandt
Just upgraded 6006 - now Scanned Software is missing
I just did the upgrade to 6006. Went into Inventory part to look at scanned software. When I clicked on a column to organize by type, all software disappeared. I did a domain scan and still it's empty. I noticed when I tried to reorganize the columns it opened a new web browser window with an "Internal Web Server" error. I didn't get a screenshot of it. Please advise. Jeff
Possible to pull incoming via SMTP
Hi All, I was wondering, is there a way around, or possible in a future ServicePack update to enable pulling of emails incoming via SMTP. The reason I ask, is that our Exch2003 server doesnt have these running, only SMTP. We have errors when we try to set it up, and when we tried to re-run the POP service on the Exch2003 server, it didnt work for some reason it wouldnt allow us. The person who setup our Exch is not with us at the mo, so we dont know how he has config'd it.... and dont want to turn
requestor export
Is there a way to create an export of requestors ? I'm trying to update a large group of requestors at a time. For example, I have 200 requestors that need to be assigned to a new department. anyone know how to do this ?
Restrict columns for requesters
See the attached image. Is there a way to restrict which columns are available to requesters? For example, we don't want them to be able to see which technician is assigned to their request, or if it is unassigned. Can this be done?[/img]
Technicians logged in
Is there a way in which the administrator can check to see which technicians are logged in to Servicedesk? thanks
Removing dead assets from inventory and reports
I have a few assets that have recently given up the ghost, as the replacement items will have fresh asset numbers I'd like to mark the old assets as DEAD so that they don't appear in reports and we then know they're out of service or disposed of. I've been filling in the EXPIRY DATE field but when I report on our assets it still includes the items with an expiry date. If they have an expiry date I don't want them to appear in out list of all assets as the chances are they've gone in the bin. I know
508 Compliant
All of our websites have to be 508 compliant. Meaning the images and input boxes must have alt tags. We are not worried about after logged in but the login screen and and new request form must. is there a way for us to enter these or can this be made a priority to get fixed.
Delete Completed Surveys
I'd like to delete the few completed surveys that I have and start over. Does anyone know how to get rid of the surveys that were completed? I can't find a delete option anywhere for the surveys. I'm hoping I'm just blind
graph survey reports
I'd like to see my survey results on a line graph, to give us an idea of how our results vary from day to day/month to month. is there any easy way to do this?
WOW! This seems like the missing link
Hi, From the infamous topic "Where has support gone" I picked a quote from Uma that really got me eroused! (...) We are coming up with an Enterprise Edition of ServiceDesk Plus (containing Problem and Change modules) and features post that release are not finalised which makes us to delay the next release feature set. Anyway we will have our roadmap published soon. (...) regards, Uma.. ServiceDesk Plus support. Could you please give me an ETA on the projecte realese date for Problem and Change as
Cost of increasing number of technician licenses
Not sure if this is covered somewhere, but if we initial purchase a 2 user license, but then a month or so later this needs increasing to 5. Would we have to pay for another full 5 user license giving us a total of 7 or can we pay the difference between the cost of a 2 and 5 user license to have a total of 5 users? If it is the later, what date would this new license end? Regards
2GB of log files
Hi I've just noticed 2GB of log files within C:\AdventNet\ME\ServiceDesk\server\default\log. Just wondering whether these logs files are needed or can they be deleted to free up space? :)
Preventative Maintenance Duplicate
I have many preventative maintenance scheduled defined. One particular entry creates two new requests when it should only be creating one (like all the other do). Can you please either tell me how to remove these, or which table this is defined in so I can go and remove the duplicated entry?
Linking groups with category's
Is it possible to link category's with certain groups? So when i select the ERP group, the category's not associated with ERP don't show. This is very handy for us, so people that report bugs in the ERP system don't have the category "Request Hardware". This will also save us about 20 category's from the list, making it easier to find the right category.
Importing Knowledge base archive into Service Desk Solutions
We are starting to use Service Desk in our company and need to import our entire Knowledgebase from our previous CRM Software system as well as currently open tickets/requests from the users. The old CRM software enables us to export the entire KB database into XML Format. Please advise Thanks Dino / OnlineRes dbose@onlineres.com
Master Request or Sub Task
Hello Everyone, I'm evaluating ServiceDesk for my company, it will be used in South america, i'm wondering how this tool can implement a Maser Reques like a "New Employee" that request fire more than one task with diferent techisian for example: 1) Create a Ntework User, 2) Create Lotus Notes User, 3) Create Access to XYZ System. Thanks Regards Manuel Hernandez
import requesters fails - couldn't bind to active directory
Hi all, We are a new SD+ customer; I have installed using mssql and all appears to be working quite well except I am unable to import Requesters from Active Directory. I receive the message: "Operation Failed, couldn't bind to the Active Directory Server" I have confirmed the logon credentials are correct and I am able to successfully run Domain Scan for Assets. Please advise. Regards, Matt
Pending request not showing
A user of mine currently has 2 closed tickets and 1 pending/open ticket. They show up fine under my admin view. Under their login view they have 0 total requests, 0 pending and 0 closed tickets. Any ideas why? I am running build 6003
SSH Install Directions
Can anyone provide information on how to install ServiceDesk via SSH?
Categories changed after update
I updated a category of an existing ticket and when I did, ALL the tickets (open and closed) changed to that category. This is the 2ND time this has happened. I thought this issue was fixed according to the support staff, but it happened again. How does this happen? How can I fix it? (Last time I spent hours re-cateogrizing my tickets)! Is there a way to export, fix and re-import my tickets in excel so that I don't have to open each ticket and change them again? Frustrated.
Restore OpManager Database after new installation
I have backup up the OpManager database using the BackupDB.bat provided and installed OpManager on a new server. I have ensured the new installation is the same build as the old one. Now I want to restore the database but when I use the Resoredb.bat I get the error " The system cannot find the path specified". Where should I put the database backup file to ensure the restore option can see it? Thank you.
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