Time Spent field required
Looking at the 6.0 demo, it appears that Time Spent is not an option for requiring an entry to close a request. Correct me if I'm wrong. If I'm right, can that please be added. We need to track time spent on requests and this would be aided if every completed request required a time spent entry.
Color change
I would like to change background color (may be others) in SD+. Is it possible?
Daylight Savings Time update?
The USA has changed the dates on which daylight savings time is applied. DST will now start at 2AM on Sunday, March 11 and will end on Sunday, November 4. From what I've been reading, older versions of the Java runtime environment will be impacted by this change. Is the Java version that SD+ is running on already patched for this problem, or will we need to apply some sort of patch manually? Please advise, since the new DST period starts in less than a month. If it needs a fix that hasn't been applied
Entering purchase orders by users
Hi everybody, We get request from users to buy a new mouse for instance. Bu this request needs to be approved by their manager. Is there a way to handel this in SD+. Most ideal is that the users alreay enter some details of the purchase order. regards, Jeroen :idea:
Business Rule Based on Domain Authenticated Through
Hello All, Is there any way possible to setup a business rule based on what domain a user authenticates through during the logon process. I know I could set this based on the specific user but that requires individually selecting about 300+ users and keeping that list up to date. Anyone have any thoughts? Thanks in advance!
User based rights for Tasks?
Using AD integration. If I wanted to allow 3 people ONLY to view all of My Tasks, how would I go about this? Is this the best way to share a "project" TO-DO list with bosses, or is another method recommended?
Linking User assets to Workstations.
Our company recently purchased this software and I am having a certain issue. When an asset is created, we are allowed to attach it to a user, workstation, or group. I have been attaching things such as PC's, keyboards, mouse, speakers, monitors all to the user. When I go to the inventory section, and I look up the asset for a workstation, there are none showing... (obviously, because i attached them to the user). Here is my question... If the assets are associated with the user, and the user is
problem with � � � ...
I work with french user who use the letter � � � � .... The transaltion into the description on a request is @$�*. There is a solution to keep this letter into the content on the request??? Thanks for your help. Gilles
Daily Report
We are giving Help Desk Support 18 hours/day (08 am to 02 am). While we are trying to print the daily report (08am to 02 am), it giving a error message.
Software category classification
Hi, There are 4 software classifications - Managed, Excluded, Prohibited and Unidentified for Software management. Is there anyway to add more software classification to the above list. Would like to be more details eg, drivers, freeware, shareware, etc. If theres a way..where can I configure it? Any advice?
Incident & Problem Tracking
I was curious if anyone found documentation or details on Service Desks solution for tracking Problems after multiple incidents are identified as related. Do they recommend creating a problem ticket in Service desk and linking all incidents to it or do they recommend use of their other product like Issue Manager to take incidents to the next level of Problem management? How have others addressed this issue? Thanks in advance Jeremy
Operational Hours
We are giving Help Desk Support from 08 am to 02 am (18 hours/day). While we setting the operational hours (08am to 02am). It showing an error message "Please select Start and End times such that, End time greater than start time". It is possible to set the Operational Hours from 08am to 02am ?
Scan Report
I have configured under "Audit Setting" for weekly scanning at 12pm for all workstations. May I know if this Audit Scanning scans for all workstations for changes in softwares, new workstations or removed workstations? Also, is there a report which Im able to view the scanned Audit results? If yes, kindly guide the above on steps and procedures. Thank you very much
Help deleting request via
Hi. I have a request that entered in an email loop and got really big. I cannot delete it from the interface and I don't have MySQL knowledge. I would really appreciate some step-by-step instructions to delete it via command line. Thanx, Cris PS Kevin, I believe it's more useful to get instructions here as my schedule is really hectic and I don't know when I can be available for an online session.
SDP 6 Online Demo
Is there an online demo of version 6?
Licensed Inquiry
How may additional workstations will be added if we buy a licensed? Some of the computer in the Active Directory can be scan but some are not evethough it is switched ON. What do you think i should do?
have domain name preselected
Is there a way that I can have all logins forced to a specific domain name rather then the user seeing a drop down list when using AD integration? Thanks Greg P
Email all replies?
Is it possible to email all replies to a designated person without having to manually enter the email address each time? As a manager, I'd like to know about all traffic on a ticket (from the submitter and the technician) as it occurs without having to go to the site, pull up the ticket, expand the conversation and read the replies there. is it possible?
HAve new fields viewable by groups
Request the ability to add new fields to requester, inventory, etc forms that can be set to be viewable based on security group membership. Then info can be put in by technicians that requesters can't see. Thanks Greg P
Requester not receiving email when ticket is updated
When I update a ticket via email response, the response gets appended to the ticket, but the requester never receives an email stating their ticket has been updated. When I update a ticket via the web, the response gets appended to the ticket, and the requester DOES receives an email stating their ticket has been updated. How can I get SD+ to email the requester when I update the ticket via email?
problem in SD+ 6 sub category and Item
When I put sub-category and item not checked (the user can't be seen the combo box), I have a javascript error when an user would create a new request. And it's impossible to create a request. The javascript error message is join in this topic. Thanks for your help
Replies/Resolutions do not allow for input in Firefox...
I have been having issues recently with Firefox 2.0.0.1, where if I am adding resolution to a request or trying to reply, at some point throughout the day while my browser has been open all day, the text boxes do not allow me to enter text & will not until I close all instances of the browser & re-open. On replies, it also fails to insert the request details/replies....so when that happens, I KNOW I will not be able to reply to the requester until I kill my browser. Has anyone else had this type
email - non technicians
Is it possible to have a ticket email to a group of people that are not technicians? I would like to have the ability to enter a security request on the ServiceDesk and have it mail the information to non-technicians that also have to deal with the request. They would be users on the account, but not technicians for the SD+.
No response received from workstation...
FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist. For one specific machine we are trying to scan we continuously get this error. The machine is on, and working. I am logged into it and running the scan from the machine itself. The Windows Firewall is off, antispyware programs are off. Antivirus is off. I have checked numerous other threads here with no luck. I have tried scanning the machine in domain mode, and in network mode. we are
Error in Request
hi, when i try to add a resolution to this Request or go to history i recieve the following error and the screen is blank. Do you have a solution for this? best regards
Acitve Directory fields that re imported into ServiceDesk?
Hi all, I'm trying to import our users from AD into ServiceDesk, is there some documentation on exactly what fields are imported form AD to ServiceDesk so I can populate the correct fields in AD to update ServiceDesk. Any advice would be great. Thanks John
Requestor-Technician binding
Hi, Would it be possible to assign requestors to technicians automatically. That is when a certain requestor adds a request one or more technicians(pre defined set) are alerted and assigned to the request. Thx Sijbren
Problem importing users from Active Directory
A few weeks ago, my collegue reported a problem in SD+: we were unable to import users from AD. This problem was reported via mail, and my collegue had contact with someone from SD+ via phone and mail. The SD+ support rep also took over the screen with a Webex session. A test OU and a test user was made. The SD+ support rep was unable to solve the problem during the Webex session. Finally we sent a log file for further analysis to SD+. I think this was over 2 weeks ago. Since then, there hasn't been
File DSN to Service Desk Database
I am attempting to create a File DSN to connect to the service desk data so to be able to enquire using VBA everytime I try to create this using MySQL ODBC 3.51 Driver I get the following error message "A connection could not be made using the file data source parameters entered. Save non-verified file DSN?"
SD+ startup problem
I have a problem with SD+ start during system startup. SD+ is not started. wrapper.log gives me following lines: STATUS | wrapper | 2007/02/10 09:31:07 | --> Wrapper Started as Service STATUS | wrapper | 2007/02/10 09:31:07 | Launching a JVM... ERROR | wrapper | 2007/02/10 09:31:36 | Startup failed: Timed out waiting for a signal from the JVM. ERROR | wrapper | 2007/02/10 09:31:36 | JVM did not exit on request, terminated FATAL | wrapper | 2007/02/10 09:31:37 | There were 1 failed launches in a row,
recurring tasks
Hi there, Is there a way to set up recurring tasks? Example Every workday 13:30 I want technician XYZ to be assigned the task "change backup tapes" and notified via email. RGDS Chris@nqld.net.au
Request id
Hi Request ID counter after number 39 start with number 301 ... (?) regards
design problem on sd+ version 6
I have a graphical problem since this morning. My top background picture is white and I can't see the selected menu. And I can't import my logo into the general settings. I obtain this error : FAILURE :Exception while LOGIN LOGO settings Please report the problem to the system administrator, with the Error Code - 1,171,288,700,034. Can you please help me as soon as possible. Thanks Gilles
adding more values to the search tool
Is it possible to add 2 values to the search fields in the request list? i tried some stuff but none would work we are trying to find a solution to see open and onhold requests in one view. i tried "open" & "onhold" and a few more. i wonder if this is even possible Felix
No data available to generate report.
Hi there This is the message I get when I try to run any report "No data available to generate report." But if i schedule a report I get data, does any one know what is wrong here
Additional Purchase Order Fields
We are trying to go to an online purchase order system but we can't figure out how to add additional fields to the form. We need to add info such as in-house accounting codes to the POs. Without this, we have to remain with the old paper system. If this is not a feature now, will it be anytime soon?
question about MSSQL on SD+ 6
I would like to install SD+ 6 with a MSSQL database, but I have no error but when I start http://localhost:8080 it said "the page can't be dispqyed". What are the parameters with a local instance of mssql : what is the server name? What's the username, the password? Can you help me please? Can you descibe me each steps to install sd6 with MSSQL? Thanks
Service History for Assets
I am evaluating SD+ for use in a helpdesk/inventory/asset tracking situation. So far I think it is great, but I have a couple of questions... How can you track service requests regarding printers, scanners, and other accessries (which may or may not be assigned to a specific user)? It seems like all of the service request options are centered on "workstations" and not on devices. How is this being handled in your environment? How is it possible to view the service history for the varying devices
Require Resolution to close ticket?
Can you Requre the tech to put in a resolution before you can close a ticket?
testing SD+6. NO DATA!
So i've just installed a test of the new version 6 of SD+. And i log in, and there's no data (requesters, requests, config setting etc) from the old version. If i try to restore the data from an old backup, i select the file using restore.bat, and after 2 or 3 seconds the command window just closes, no error messages or anything! am i doing something wrong?
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