Adding new vendow tab
HI to all Is it possible to add the �new vendor� tab to a basic user logon and is it possible to change the PO template ?? thanks Paul
External Customer Workstations Import
We are evaluating SD+ purchase. We provide support services for several external customers. (Requesters for us are customers ) As I see we can only add workstations manually (one at time, too much work) or scaning domain but this option does not fit our needs because are external customers as I mentioned. Is there any way to import all workstations from an CSV file. Why not to create a special software to scan workstations in externals networks and then import the data collected into SD+ ? I think
Location of additional requester fields
I have added an additional field (location) for requesters. I cannot find which table this field resides in. Please inform where custom requester fields are located. As an aside, my assessment is that the built-in location field is tied to a department. What if a deparment has multiple locations? That is why I created the custom field location. Could it be made possible to display additional requester fields on a request's detail page?
Date/time not being displayed in custom report
I am running the following custom query: Select A.title AS RequestTitle, FROM_UNIXTIME(A.createdtime/1000) AS Created, B.first_name AS Technician, C.first_name AS Requester from aaauser as C INNER JOIN (workorder as A INNER JOIN (workorderstates as D INNER JOIN aaauser as B on D.ownerid = B.user_id) on A.workorderid = D.workorderid) on C.user_id = A.requesterid ORDER BY Requester; The Created time always comes out as blank (see attached screenshot). In fact, I can just run a simple query like: Select
Importing info into requester additional fields
The way we work we ask our requesters to provide 3 secraty questions to confirm there identity when requesting a password reset. We have added 3 requester additional fields (1 for each answer) what we need to do is import all the info from our old helpdesk into SD+ We can export for our old helpdesk to a spreadsheet but how do I import a spreadsheet?
Deleted Requests !!!!
Anyone help ? Im looking to list/report deleted requests from SD+ regardless of status ( open/closed/on hold ) at time of deletion
Time Spent Report Amount Decimal Places
When running a Time Spent Report the dollar amount has 14 decimal places. Is there a way to change it to two decimal places?
Citrix Neighborhood, Patch 5507 and Constant debugging
After installing patch 5507, we are now getting constant debug errors when accessing service desk through citrix neighborhood: A Runtime Error has occured Do you wish to Debug? Line: 3462 Error: Unterminated string constant In prior patches we have not received this error. Any work around and is this a known issue? Thanks, Brad
Looking for Group field in the custom reports
We would like to create custom reports using the group field (selecting, grouping and filtering) but cannot seem to find it. It cannot be missing, can it? Pls advise where to find. Thanks / Matt
AD Pass Through Authentication
Is there a way to enable AD pass through authentication - or does the user have to physicaly sign/login each time?
Outgoing Email
We can't seem to get outgoing email working. Incoming is working just fine, we receive the requests. When we try to reply, we get a generic failed message. We are running groupwise 6 on a novell 5 server, the outgoing protocol and port is set correctly. It doesn't seem to be getting out of the helpdesk server because we don't see the message hitting the post office on the groupwise server. Is there something else that needs to be set?
"Watching" tickets
Does SD+ have the ability to allow a technician (or manager) to "watch" the status of a ticket (ie getting email updates when a ticket is updated or closed)? Tried searching the forum...but the search feature doesn't quite cut it... Thanks.
Blank Page after adding ServerMonitor
Hi, I've tried to add an AIX monitor several times from the link below: http://192.168.5.13:9093/adminAction.do?method=reloadHostDiscoveryForm&type=SYSTEM:9999&haid=null After I fill out the telnet information and press submit I am taken to a blank page: http://192.168.5.13:9093/adminAction.do?method=configureHostDiscovery I've tried several times, Each time I do this Applications Manager is connecting to the AIX box and running 'uname -s' but no monitor is ever created. I just did a reinstall of
inventory of assets not connected to network
We are evaluating Service desk plus 4.0. I want to know is there any tool by which we collect the information from remote assets and import into SD+. Lot of users are travelling or sometime the assets are placed at a place where no connectivity is available . Domainscan can not work. What should be done in such cases. Thanks
automatically insert data in the "requesters" tabl
Can I automatically insert requesters? I need to do that because I have another application that manages users, and as soon as a new user is is inserted, I need to have it defined in the ServiceDesk database Thank you Rakk
Technicians
I downloaded ServiceDesk and set it up without adding any of my own information to first check the application out. Thereafter, I noticed that I had 4 technicians listed with name and phone number. Why would I have technicians listed which are not familiar to me or our company? Any answer is appreciated. pdgold
Mail notifications stopped due to spam message
Hi All, We have been evaluating ServiceDesk plus and have installed it on a Linux server. I turned on mail notifications yesterday afternoon and it worked fine. Last night at about 7pm it stopped working at the time a spam message appeared in the IMAP mailbox. Obviously the spam message was causing the problem. I deleted it and restarted the server running ServiceDesk and that fixed the problem. I am just wondering how often I can expect this problem to happen and when a proper fix is expected. I
Support and Services in Mumbai-India?
hi, i am pretty impressed by the servicedeskplus software. i have a few queries. 1) is the "Installation & Training" package available in mumbai-india as well? 2) are there adequate after sales support facilities in mumbai-india? thanks. sid
Business Rules Not Working in SD+ 5.5 (Build 5501)
I'm trying to create a business rule that takes a custom field as it's only criteria and then sets the Priority to High. I've read the other posts on here about making sure the Default Values are not set, etc. and I've tried it with or without them and it still doesn't work. The only thing I have set right now for the Requesters is that it's a Mandatory field and they must choose a Priority when creating tickets but I did not set a Default Value for the Priority field. What do I need to do to fix
OpManager link
A while back, I had installed a demo version of OpManager to see if it was a product we would like to use. It didn't really suit our needs right now, so I uninstalled it. Now in the upper right-hand corner of the SD+ screen, that "Jump to" link for OpManager still points to the test box that I had OpManager installed on, which I don't want it to do. I want to reset that link to whatever the default setting was, which I can probably do in the database if I know which table it's in. Or if possible,
What customisations have you made in SD+?
Have you found a neat way of using the features of SD+? I was just looking at the REQUEST - ADDITIONAL FIELDS option in SD+ and I wondered what other people were using this for? Does anyone want to share any of their customisations with the rest of us? We are just using one field entitled: "Cause of job request" and we have entries such as: External error Software error System error User error User added something User changed something We just wanted to be able to analyse the jobs a little better.
Dropdown side menus
Hi, I would like the screen to stay as simple as possible, is there a way to keep the 3 left menus (quick create, serach and recent) collapsed instead of expanded. Each time I collapse them they re expand whenever I move to aother page. It seems weird they have expand/collapse buttons if they dont remember last viewed.
Asset Change History
Hi all, I've been following your forum for some time, particularly keeping an eye on the request for tracking asset change history. Is there any possibility that this function will be introduced any time soon? Thanks! John
Single Sign on
Hi all, very new to Opmanger. We have a local intranet site that people login with their Domain credentials to access various tools. I want to put a link to the helpdesk and not have the users to enter their login again. (apparently this is a problem for my user community) Anyone do something similiar? I'd still like to keep the main page for the technicians to login. Any help or ideas would be appreciated TIA Nelly
How I can hide Category for clients
How I can hide Category for clients? For example! ClientA Sotfware ClientB ClientC Hardware Categorys Sotfware Hardware I need that only B and C, can make Request for Hardware, NO the clientA; he only can select Software!!!!, how i can do that? i am test the ServiceDesk Plus N� de versi�n: 5507
reports
hi is there plans to allow us to set permissions to allow requestors see and generate reports, as you have to make people technicians and we dont want to do this, thanks ryan
Workstation location fields
When adding a new workstation (and in a workstation details) under General Info there is a Location field. why is this not a pick list of the Locations added in admin> Locations? Is this to be used in a different way? We are using build 5502 has this been change in the new fix?
Problem starting SD+ after hotfix
After running sp20 to upgrade to build 5507 SD+ will not restart I upgraded from build 5502. After clicking the ServiceDesk server Icon the cmd widow opens but SD will not run. Can anyone help?
Mailing list to inform of new versions?
Hello, Just a suggestion: it would be great if there was a mailing list that users could join that would notify us of new versions (patches etc). My company pays a fee for annual support but we still have to check the website and these forums to check if there are new versions out. Thanks Gavin
Major Bug
for a while now almost every machine on my network have been getting blue screens of death every monday at 1:30pm. I have just realised (after many many man hours of investigation) that this is caused by the helpdesk. I had set the audit settings to run a weekly scan on mondays at 1:30pm. I have only found out as I have just manually prompted a scan of my network and all the PC's crashed! I have disabled the scans (obviously!) but wondered if anyone else was having similar problems? I would like
outgoing email
Hi, We are having problems with our outgoing mail. It doesn't send any notification and you cannot send a reply to any request. The incoming mail is working fine. Can you pls help us? Thanks.
Migrate to 5007
After migration to 5007 last night SD+ no longer loads properly. I've changed the Server Startup files as detailed on the note but it's not starting up. I've rebooted the server as well and still nothing. Anyone any ideas what to look at?
Defining Field content in an email request
At the moment when an email is sent in the following happens: 1. subject line becomes the title 2. text in the body becomes the description Is there any way of defining a field and content for that field so when the email is received business rules can allocate the request to a queue?
Contracts - workstations and assets
Hi, Looking at the contracts section, I note that I can add an asset to the contract but not a workstation. Therefore when I have my workstations already on the system I have to copy them as assets so that they can be added to a contract. Is there any way of adding a computer to a contract?
change Request Temple
Hi all, How I can change Request Temple as my company required ?? Thank you.
Rich Text Editor & Images
Hi! There's a way to reactivate the Rich Text Editor's Image importer function? Thanks! :)
Read Receipts and Delivery Receipts
Hi, I was wondering if there was any intention of installing the option to have read and delivery receipts a bit like in an email software. This is useful for proof purposes. We love the software. Many thanks, John
Send Notification Failed
We have a strange problem sending mail to other domains, our standard domain is fine, but when we send to other domains (which are all within the same exchange environment) we get a send notification failed. This started after an upgrade to 5005 on the 10th Oct. The sending to other domains worked fine until this time. Any ideas? Sending within Outlook using the same user data is fine, no problems. Has anything changed on the sending side in this release? Can we role back?
SLA not working
I need help, and its very crucial it gets fixed. Things keep slipping the system. I have 3 SLA settings, Low Med High Each one to go off and look at the priority level, low med high. after the selected time in each sla, it doesnt escalate! its turned on and enabled, and i also put one in called test with 2 mins and notify after 3. NOTHING! please help. also, we have it set so if the requester choose Inside US or Outside it gets assigned to the correct person. is this affecting it!?
Workstation Drive Details
In some previous posts, a query was provided to show a lot of workstation infomormation, including drives. That query is: SELECT BINARY wssys.WORKSTATIONNAME 'WorkStation',wsdri.DRIVENAME "Drive Name",BINARY wsdri.DRIVETYPE "Drive Type",ROUND((wsdri.CAPACITY/1024)/1024) "Capacity (MB)",ROUND((wsdri.FREESPACE/1024)/1024) "Freespace (MB)",BINARY wsdri.FILESYSTEM "Drive Filesystem" FROM SystemInfo wssys LEFT JOIN DriveInfo wsdri ON wssys.WORKSTATIONID=wsdri.WORKSTATIONID order by 1 What changes need
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