Inventory feature requests
I'm in the process now of setting up the inventory portion of ServiceDesk. Here's some features I'd like to see: Network drive info for currently logged on user in all operating systems, not just Windows 2000 (they do not show up in scans on Windows XP machines) UNC paths that the above-mentioned network drives are mapped to (i.e. \\server\sharename) Username and mapped network printers of currently logged on user A lookup table for locations instead of manual text entry of location into every workstation,
Table with survey results
Can you inform me which table stores survey results? I would like to clear out the test survey results that were entered prior to putting helpdesk into production. The mysql command to do so would make a nice gift as well.
Merging requestors
Is there a way to merge requesters? We are encountering issues if a request is sent from a separate email address not currently listed in the AD-integrated users. This causes an additional requester entry to be created, and we lose the ability to track department, etc. Alternatively Is there a way to limit email submissions to from: addresses currently attached to a requester?
Right to left language support
SD+ supports Right to left language like arabic in the text boxes,but combination of arabic & english dosen't support in text boxes + knoweldge base dosen't support seraching arabic on database. is there any solution for this issue?
Scheduled reports are blank
I have a few custom reports set up. They run great when I run them manually including when I save them as pdf or xls etc. However, when I set them as scheduled reports, the PDF that we are emailed is blank. Is anyone else having this problem? Thanks Gavin
Cannot Connect to others domains *We've Tried everything*
Hi all We've seen a lot of messages in this forum about the same, connect to anothers domains In our company there are 6 different places where we have servers (each one is a domain) in the same net-lan. We are trying a evaluation version of ServiceDesk but we cant connect to anothers domains out of our main place. If we made a domain scan, we can see the "organizative level" of the domain controller, but we cant see the computers in it. I think the problem is that I put the domain password, but
URL of the request
Hi guys, When a new ticket is created and assigned to a technician, the technician receives an email notification informing him of the details. One of the fields in the notification is the "Request Link" which is supposed to take you to the actual request. This is where the problems exists.... The URL mentioned in the email is the correct one, but once you click on it the actual URL in the address bar is something different. The machine hosting servicedesk is placed in the URL twice (see screenshot)
New Domain controller, can't authenticate
We had our domain controller die on us last night, and we got a second one put up. Service Desk appears to be running fine, but even after starting and stopping, we can't log in with any of our credentials. Obviously we had authentication set up through Active Directory, but I am afraid SD is still looking for the old Domain Controller to authenticate. Is there a way to 're sync' SD so we can authenticate again, or am I way off base on the issue?
Java.exe 100% CPU utilisation
We are getting this problem on a regular basis and must restart SDP to correct the issue. We are also seeing this error in the windows application event viewer at about the same frequency of occurrences. Please advise. Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 29/11/2006 Time: 14:15:44 User: N/A Computer: XXXXXXX Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information,
Time database fields
Hi, Could someone please help me to convert TIMESPENT fields to hh:mm:ss. I get numbers such as 97200000, or 71000 but do not know how to convert this. I can't use FROM_UNIXTIME because I am using an Access database for reporting. The data is stored in Access, therefore it must be queried in Access. Beforehand the data is imported from the MySQL database. Can someone please help, we need to do the first month's billing. Peter Bardenhagen
Push Inventory update
Hi all, We are currently testing SD+ and planning a live implementation mid january. But we are missing some features in it: priority high: Pushed Inventory Update We have allot of "moving" users, laptop users who aren't always in the company, only from time to time. So allot of them aren't getting indexed in the inventory list because they are not connected during audit time. is it maybe possible to let their pc send a message as in "scan me now" to the SD+ server when they logon to the Active directory
Deleting departments
I recently updated all the user accounts in Active Directory with current information such as job title, phone numbers, and department names. I am now trying to delete all the unused department names from ServiceDesk. The problem is that several of them claim to still be in use by a module, and therefore can't be deleted. I have gone through the requester and technician lists to confirm that no users are linked to those departments anymore. I also modified all the old helpdesk tickets to point to
Time limit for requests on hold
Hi I have a job that needs to be put on hold (which is not a problem) we want it to come off hold on a particular date and time with a reminder/notification sent to advise the ticket has come off hold. Is this possible at the moment how do I do it? If not can you schedule it in for future update? Thanks
Techinician new request
When entering a new request as a technician, once entering the requestor name, is there a way that the workstation associated with that user will populate itself. (assuming it is assigned).
Reports - Software Asset Report
Hi, I was looking at the reports side and i couldn't find anyway to print all my companies software asset. I.E. What is in use and what is free. Microsoft Visio Total 7 Installed 5 Free 2 This would need to be a full list of all software assign as assets to all Workstations. I've found a screen with some of the details i need on which is located at Software Summary but this screen doesn't have all the information i need and i can't find any where to print this information has a report. (I seleted
Exchange Server & ServiceDesk
Is it possible to set up ServiceDesk through Exchange server? We have just changed from a POP3 / SMTP email system to Exchange server and now we cant send replies to anyone who uses ServiceDesk. Thanks.
Where are the SLA violation reports
Hi all, Is there a pre configured SLA report in Service Desk? Ive had a look around and can seem to find it however the web page mentions it? Thanks Brett
Back Up
Is there a documented method to backup the SD installation and move it to another server? We've outgrown our current server and need to upgrade, but we don't want to lose all of our history.
Assign Category to Groups
Is it possible to assign a category to a group?
Cannot authenticate to Active Directory in 5008
I just upgraded to 5008 and can no longer authenticate using Active Directory credentials.
sync the solutions �topic� list with the helpdesk category
Hi All Is there any way to sync the solutions �topic� list with the helpdesk category list ??? Thanks Paul
Technican to change requeser information
I want to allow the technicans to be able modify requester details such as phone number cell number etc. How do I accomplish this?
Importing from csv
Hi Guys. Just purchased Service desk and currently setting up and configuring. I have noted that you can import Requesters from a csv(thankfully!). However when i try it fails. This I assume is due to my CSV's layout is not what the software is looking for. What table titles do I use to get this to work? I have attached our staff file: I would like the three letter abriev as the username and a standard password of : help many thanks Simon Hollingsworth Stanground College Peterborough:
Autoreply to all people
HI, I have set up email address test@test.com in my AdventNet software. I gives auto reply to only requesters that i created in system, I want that anyone who sends email to test@test.com email id he should get auto reply that, This is your request id and your request will be resolved soon Please help.
Unable to enter resolutions to some requestors
We have a series of requestors whose requests are unable to have resolutions entered. When we select "reoslution" from the page, the attached error is produced. I have removed the requestor from the list and resync'ed the AD. The requestor has since created a new request and the same issue is present. we have reported this previously and were advised to upgrade to the newest version. This has been done (before we deleted the requestors account) and the situation is still present. Our current version
Install & Run 3 Adventnet Apps on same machine ?
Hi All: Let me start by saying my Thanks for building such wonderfull and usefull applications. I am evaluating Adventnet's 3 products: 1. Service Desk Plus 2. AdManager Plus 3. QEngine Issue Manager I want to install the eval copy on the same machine. The Machine is with 3 GHz Processor P IV, 256 MB RAM, Windows 2000 Prof. OS config. Can all the above 3 products be installed and run from same machine? Would the database be configued any differently for these 3 apps? Will same instance of MySql store
Due date in New Request form
Hello, In our office we don't work with SLA's to our users. Therefor the priority field is not quite as important to us. On the other hand however, we like to schedule requests using the due date field. Unfortunately this field is not available in the New Request form. We currently have to edit every single request to change the due date. It would be a great help if the Due date is available from the New request form. Can this be considered for future releases? Many thanks, Arjen
WMI Service ?? RPC not connecting to workstation
So after searching tirelessly through the forums to find the answer to my specific RPC not connecting to workstation problem I found after comparing services from a machine that works when trying to discover it and to a machine that does NOT work, that every service was the same be it started, stopped, disabled and the such. Stumped I was sad that it was not so easy and is as of now still not resolved but I did notice that it started a process named wmiprvse, which as I understand is a WMI control
Assiged vs. Closed
Is there a way to determined who closes a work order vs. who it was assigned to.? We have a number of transactions that have been probably closed by the individual it should have been 'assigned' to. I would like to verify and possibly 'update' these records accordingly.
Live Chat Feature
Is live chat or the ability to connect technicians to end-users via instant messaging a feature that may be on the horizon for Service Desk Plus or Support Center?
auto technican assignment from queue
... based on workload/round-robin/weighted and perhaps included a new feature option tech availability. Techs (or their managers) should be able to set a tech "in" or "out", perhaps also allow a timed range (allowing future availability to be set i.e. vacation or doctors appointment or if your sick a day). When a queue request is going to be auto assigned, the availability of a tech should be checked before assignment, which would ensure requests are assigned to people that are off sick... TJ
Active Directory Fields
We just recently purchased ServiceDesk Plus and it has been working great. I would like to know if it is possible to synchronize an additional field in Active Directory when importing requesters? We particularly use the Description field under the General tab for a user account. If this is possible, please advise as to how to accomplish this. Thanks, Mari
Sla don't work
You sla don't work. I am testing the vercion 5.5.0 of ServiceDesk pus. In make a SLA. Departament name is X and Priority is "High" Resolution time of 1 minutes. 4 Escalate 1 to tecnical t1 6 minu 2 to tecnical t2 10 minu 3 to tecnical t3 15 minu 4 to tecnical t4 20 minu all the tecnical have email. and send a test mesaj un cliente of the departament x and with the priority High . the messaje a was created the 11:45 with a bue 11:46 and the messajes arrived to 12:02 12:12 12:22 12:42 i don't have
weird text in open or closed ticket
I have noticed in tickets instead of space weird test: dalay�until the�next Any suggestions? Thanks in advance, Milan
slowness issue
when ever service desk calls the following page http://pfservdesk01:8080/WOListView.do it appears to take 10 - 20 seconds to load, we are not on the latest version we are using 5503, but this has been an issue before uploading any other service desk upgrades, are they any tools to speed up and make more efficient or do you know of this issue many thanks Ryan
fields and tables
hi do we have a complete list of all tables and fields, so i can write my own querys thanks ryan
Summary List of Assets
I am ooking at the evaluation copy of your software. I think it is great. Is there a detailed report listing all the assets on the system. I can't find anything under reports. The reports are mostly graphs or summary by product etc.
Department List Incomplete in Inventory
Hi all I work in a construction company, and we need to inventory all "builds" so we have a lots of "departments" now I have a 270 departments (counting real departments and "builds") but if I want to create a new active the department list its only of 140-150 departments. Is there any mode of solve this?? Thanks in advance P.D: Sorry about my english, I hope you understand what I mean
Unable to scan my Domani Controller
I have SD installed onto a Windows 2003 Standard server and I am trying to scan my domain, nearly every device scans fine apart from 1 domain controller. The domain controller I am trying to scan is a Windows 2003 Standard DC with SP1, The error i get is : User does not have the access privilages to perform this operation. I am using the domain administrator user account and password.
Feature Request (idea)- Home page- Global View
I would love to see the Global View on the home page be auto-refreshable (is that a word?). Our administrators seem to use this page as our launching point to all other technicians requests. We are quite lazy too. Anyways thanks for a great product. Dave
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