Workstation "Service Tag" field
All of the workstations at our company are assigned a number, by means of a label that we affix to them. I would like to put that number into the workstation details in Service Desk Plus, and I figured "Service Tag" would be a fitting field to put this workstation number in. However, any information I put in the "Service Tag" field gets wiped out whenever I run a scan of the workstation in SD+. I realize that I can create a custom field for the information I want to input, however I REALLY would
Issue tracking
Hello, We where searching for a program witch was a servicedesk in combination with a project and task management. I have seen a product of AdventNet witch is servicedesk plus and a product witch is issue tracking but is there no way to combinate those products? Thnx, Jos
ldap
I am sorry if this question was already posted but can I import a list of my users from ldap. Thanks . Herman Douglas
initial configuration (mail)
didn't quite get the part where for mail fetching I should create mail and alias for that mail. Than what, use that alias. Maybe I get this wrong way, that thing with alias.
Enhancement Needed - Please reply if you agree or disagree
Time spent entries should be tied to the create of notes and resolutions so that I does not require seperate steps to update.
Login failed for unknown reasons
Good morning Since yesterday we cannot login to our servicedesk tool. It always says "Wrong username or Passwort" to everyone. If I login with "Local authentication" (not on the domain) with User:administrator/pw:administrator it works fine, but somehow this administrator cannot change anything. It's like this administrator is a normal user. Special is, that i have ServiceDesk and SupportCenter working on the same Server. Works very fine, but a day before the desaster i hotfixed supportCenter from
AD import fields
I posted this as a guest but now I'm registered so here it is. Is there a way to import more specific information for users from AD such as Company field. It would be nice so we can make reports on how many request are comming from our customers (Companies).
Active directory / network scan
Q1.If i at day one do a scan of active directory and computers outside the domain will both of these lists be added together so i don't just get the domain workstations but also the non-domain workstations? Q2. If i at day 2 do a new scan, will the computers that were not connected on day one be added to the list of computers or will the result of that days scan be the only computers in the list?
Make all users see all requests
Is there a way to make all the users see all the requests that are open or not closed? In case several users report the same error they can see that it has already been addressed by other users. Or is there another way to solve this?
Fomat of Email Notifications
I searched other posts but didn't find any answers on this. We just recently purchased the product. I was testing out email notifications, which work fine. However, every email that comes across has this extra content: Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_43_29563339.1168960112092" ------=_Part_43_29563339.1168960112092 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit **** My Custom Email Message Shows Up Here Just Fine **** ------=_Part_43_29563339.1168960112092--
User account problem
Hi, I have encountered a problem with user accounts in service desk plus. I currently have a user who can log on as a requestor but there account does not show up in the users - requestors configuration panel, or the technicians panel for that matter. This means very annoyingly that I can not delete this user from the system, yet they can still log on and raise requests. Please could anyone offer any help? Thanks in Advance James
Sequence Number for Report
Hi all, I would like to add sequence number for my report. How do I do this. For instance, I have 10 Records of computer, I want to have number 1,2,3,4,5,6,... for each record in my Report. Thanks Boedy
Connection to RPC server failed
Greetings I need some technical support. I am very impressed with your helpdesk solution and I think it would work well in my organisations. However I need to manage a rapidly growing inventory of PC's. I constantly get the error connection to RPC server failed. I need to talk to someone on your support team.
Double Ticket when create new request
Everytime I create new request I have two requests automatically. I also test create request on your demo website and result is the same. Test Ticket is 24793 The 24794 is automatic generate after I click Add Request button. Do you know why? *I found this problem after I updraded to 5507. Thanks, Chana
Priority Listings
Hi, Is it possible to arrange the pick list for priority, and for that matter any other pick lists, in a non-alphabetical order? I would like to arrange the priority list in order of urgency rather than the default alphabetical order. For example currently it puts Low, above Medium however I would like this reversed so as Medium is above Low. Current Order Desired Order High High Low Medium Medium Low Cheers James
Reports tab for technicians?
Hi chaps, is there a way I can make the reports tab available for technicians? It only seems to be available to the administrator account.
Reporting error encountered
I am getting the attached error when trying to create reports withing ServiceDesk Plus
Reports
Ever since we upgraded to SD 5.5 build 5507, We've been having problems reporting. We keep getting "FAILURE :Unable to execute report" when we're running any prebuilt reports. We used to be able to run any of the reports before the upgrade. Can anyone help us? Thanks
Reports
Ever since we upgraded to SD 5.5 build 5507, We've been having problems reporting. We keep getting " FAILURE :Unable to execute report" when we're running any prebuilt reports. We used to be able to run any of the reports before the upgrade. Can anyone help us? Thanks
Solution section in a diffrent lacnguage
Daniel, Since the language settings are common across all pages, these have not been passed as arguments to individual pages. Rgds Karthik
Blank Title problem
Hi I have noticed that some of our users are not puting a title in the ticket, even though it is a mandatory field, which creates problems for us in the Support Team because this is the only way we can open the job from helpdesk. It seems they are able to leave it blank by putting in a space. Can the helpdesk be updated please so that users have to put a character in the title field at least, then we have something that will create a link for us to click. Thanks Lee
CSV file Import
When using the CSV file import function to import usernames, and all field are populated in stage 2.but when i click the "import now" button, i get the following message ::::::: Data Imported! CSV contains 0 records. Below is the Result break-up Total records in CSV 0 � Added Records 0 � Overwritten Records 0 � Failed Records 0
Infinite Loading Report
Pls help... (urgent!) One month lately we could not see the reports, by default once in a month we usually click Pending requests by Department Report and send it to our superintendent, but today when we click Pending request by Department Report, it seems like continuously loading but never got finished, I saw it from the progress bar below, even the bar has reached the end the report never appeared. I have tried to wait for an hour long and still the same. Does anyone experience the same? how to
Deleting categori
Hi! We need to re-organize our categoris . Have problem to delete some of them because they are used (connected) to Requests. How to do that? Get error massage all the time when trying to delete them. Please help BR /Meli
IE will Close after login to SD+
Hi ; After upgrading to SD+ 5.5 now users encounter a problem. After login to SD+ when it's going to show main program , suddenly a close alert appear on screen that shows a error and wants to send error to Microsoft. When we use prior versions we have not such problem. does SD+ 5 uses special security or Activex settings? Our clinets use Windows XP SP1 & SP2 with some group policy settings. Some other clients that use Wind2003 get such error. When i installed Mozilla as web browser there is not
e-mail alerts
What is the expected format of trouble ticket received by e-mail? In other words what should be the structure of the e-mail message? For example, what should be in the subject? Who should be the sender? Should the e-mail message have a special header and/or footer? I am asking because a customer is thinking of using the Adventnet service desk application and would like our real-time management and support software to generate alerts sent to the Adventnet service desk for automated toruble ticket
Can users see additional tickets?
We have monitoring software that generate different kinds of alerts. Are we able to grant users privileges to see tickets besides their own? Maybe based on a group membership? (anybody from that group being able to see tickets pertaining to development of their software.) Not to change anything, but to read only? I tried creating a new role and a new queue, but am not able to assign any users to the role or queue. Is that possible to do? (I could have sworn I saw a request along these lines by someone
problems with request form limitations
Dear all I want to use the request form to raise an order detail the clients details and record up to 60 different variables of data that we may need to install. I hoped all this would be stored in sql so that I could use crystal reports to print out a request document. also report on clients that take data x, y and z so that we can invoice correctly. anyone had similar problems??? any advice? Regards Peter
Sorting tickets by last time it was updated
Hello, Is there a way to sort the tickets so I can see the last time a note was added to a ticket? That way I can see what ticketes haven't been updated in a while and ehich ones have. Thanks,
Reports help?
Hi, is it possible to generate a report to show how many calls logged in a week were closed in the same week? i.e. 10 calls were logged this week, only 8 of those original 10 were closed? so 80% of calls logged were closed etc?
Email thread question
Hi, We have version 5.5.0 of ServiceDesk Plus installed and are not yet using the web portal. We use Microsoft Outlook 2000 for mail clients. We would like the technician to be able to hold an email conversation with the requestor through Service desk by replying to the request message (subject having ID). This way the back and forth shows up in the conversation of the request within ServiceDesk. We find that if we are using Outlook we have to CC: the original requestor to make sure they get the
Assets
I would like to be able to group my assets by department...sub folders or something similar, something like Active Directory OU would be nice, it would also be nice to add notes to a workstation or server..sort of a change management log/history on the assest.
Linking Users
I would like to know how to make service desk plus available for multiple technicians to see one anothers work queue.
Searching requests / solutions
Is there a way to search / filter out multiple keywords for a request or solution? It seems that if you try to put in multiple keywords, it evaluates it as a phrase, not as multiple keywords. If this functionality isn't currently available, will it be in the new version? Also is there a way to search all categories (eg. requests, solutions, and assets, etc)? And is there a way to filter on all the available fields / drop downs on the request form? We are evaluating the product currently, and it seems
Considering Service Desk Plus
I am looking at this product, amongst others, and would appreciate feedback from current users on the following: 1) The call "diary"on this system is quite different to our current product. Do you find it easy enough to read through a long call that needs sorting out ? Is working through both the technician comments and the e-mail threads a problem ? 2) I can see plenty of correspondence in the for forums. I assume you also use the direct support. How is that ? Is the time difference an issue (assuming
Inventory Installed Product Keys on Workstations
Is there anyway to inventory the serial / product key's that are currently installed on the inventoried workstation? For example I would like it to capture the windows XP product key, Office Product key, and maybe even software such as ACT 2005 or Adobe products. I have had situations in the past where the hard drive crashed on a workstation and we didn't know which product key was associated with the workstation.
Reporting HTTP Status 500
Hi, When running any reports from the Service Desk Plus I get a HTTP Status 500 error, the full error code is; HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:66)
Change administrator USER NAME
The default user name for the SD administrator is "administrator". Can this be changed? We would like to use Active Directory Authentication but have a company policy of disabling the default Windows domain "administrator" account. Our domain admin accounts don't include an "administrator" account. Thank you, Bill
Enhance Tasks Functionality - Project Tracking etc.
Extend the tasks/projects functionality so something more like the Kayako eSupport suite Team funcationality. It would be helpful to maintain a prioritised list of projects/tasks (both private and shared), know who's asisgned the task, start/end dates etc. So you can plan out major projects etc... TJ
Default number of requests per page
Is there a way to change the default number of requests per page from 25 to 100, or keep the setting when a user changes it? When we change to show 100 per page, it resets back to 25 as soon as we click on a request and go back.
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