request form customizer: additional field order???
I create some additional field, but they are ordered (shown) in... I don't understand what order. Alphabetic? no. Insert order? no. configuration wizard - request additional field order? uhm... no. Can I change (and how) the order in the form? thank you. Rakk
Workstation Additional Fields
Hi, i add a additional field to the workstation because we have a internal serial number for hardware (ex BUEDC0001). The question is how can i see this field in the inventory??? Besides Workstation, Model, Domain,OS,Assigned to, and service tag i want to see this new field that i create. Also is there any way to disable the Model Filter?? Regards
IE 7
When using IE 7 once you choose the attachment you want to add and attach it nothing happens when you click the done button meaning that the attachment cannot be added.
Bizarre escalation email
An escalation email was sent out that stated the following (Subject: Request Overdue Email) Request ID : 57 Date Created : 02-Nov-2006 14:12 DueBy Time : 03-Nov-2006 14:12 Title : Your work ticket has been closed. Please help us improve the help desk by participating in this survey. Status : Open Priority : Medium Mode : E-Mail Level : Problem Requester : NOTES01 This ticket was deleted prior to the SLA being violated. Why was this sent out? Why does this say "Your work ticket has been closed. Please
Win XP Home supported in Window Domain Scan?
I do not even want to get into why my company has Win XP Home on any of their computers (just took over, and some rocket scientist thought it was a wonderful idea a year ago), but I am trying to scan the Windows Domain and I am continually running into FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. Before I pull my hair out fruitlessly, can a Win XP Home machine be scanned remotely by SD+? Am I missing something simple? Thanks! Ken
Closing Requests without inputting any info
Hi, I have a number of staff who close requests without putting in any info as to what the solution was. Is there a feature which we can enable to prevent this or is this part of a future release?
Cannot delete "normal" priorty
Hi Just started using ServiceDesk Plus and have run through all the options on the wizard. Have started logging requests and decided on using low, medium and high priorities. However, I am unable to delete the default normal priority and get the following error:- "FAILURE :Priority is being used by a module. Hence cannot delete it" I thought that maybe I had left a few requests as normal but when I ran a report, it showed none. Any ideas? :)
asset does not show all contracts
We have an asset that has several contracts, but only the first contract is shown in the asset details. The contracts do have the right asset assigned, but we can hardly be expected to check all contracts if we want to find all contracts assigned to a certain asset?
Additional Requester Fields missing
I have added additional requester fields and since SP9, I have tried to go and change the additional requester fields I have added and now they do now show up within the Admin, requester- additional fields. Why is this? I wanted to change one that I added months ago and now I am unable to do so. I even just tried to add a new one and it does not show up either. Please assist!!!
Strange graphic/font glitch in IE7???
I am having a graphic/font issue with IE7 (not sure if it happens in previous versions). When you log in, the page comes up with the normal fonts/display, then flips over all the formatting and fonts change to a basically unusable layout (see attached file) Anyone seen this? I do not get it in Firefox, so I am thinking of just having everyone use Firefox to use the site... thoughts? Ken
More than 50 technicians ?
Hi, Everything is in the subject, is it possible to buy a version with more than 50 technicians ? Can we add licences to one server ? Thank you !
Solution for DCOM run in clients
hi, I configure in clients and test clients. Many clients have Error as: Either access denied for the user or the remote DCOM option might be disabled in the workstation. After I read troubleshooting for guide but also many clients allways for problem DCOM disable. Athought I configure DCOM enable and command dcomcnfg and enable. I dont understand Helpdesk always notice error : Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Assign Group Based on Category
Is there a way to automatically assign a ticket to a group based on the category? I know its possible to assign it to a specific technician, but we would like to assign it to an entire group. Thanks!
Replies to calls
Hi gang. I just know this is going to be simple.... When SD+ sends a "notification" to the user. If the user replies, it opens a new job. How do you stop this? Also, if a user replies, how do the technicians know there is a reply if a new job is not logged?
help me, can't not view survey
i am a user in helpdesk..after i receive survey email, i feedback to servicedek..but now i want to find or view my feedback information that i send to servicedesk but i can't see the link " View Survey " as the user guidle.. Help me please send answer to me by email : cathysgn@yahoo.com Thanks
History Report
Is there any way to create a report of changes on all desktops? I see the list of changes when I view the History for each machine. I would like to have a global report of all changes without looking at each machine.
Dutch language support & EOY release date
Hi, we might be buying SD+ as our primary helpdesk tool since most of our issues with the current version appear to be resolved in the coming Q4 release of SD+. I just have two important questions left: is there a release dat planned for the upcoming release. We might want to start implementing this month but if we need to reinstall / upgrade right after we've gone live we might be better of waiting a few more weeks for this new version. Is there any plan for a Dutch translation (of the customer
Can requester cancel request?
I am guessing I am just missing something, but is it possible for the requester to simply cancel a request (or close) after it is submitted? For instance, they submit help for lost email, then realize they are on the wrong computer (no, that would never happen), so they just want to cancel it and thus not show as any time alloted out of IT?
Can helpdesk be setup to allow users to logon automatically
I have domain authentication setup and working but would like users to be able to login automatically, is this possible to achieve
back up location
i wish to change the back up location so that it doesnt backup locally, because if the machine dies i have lost my backup, i have gone in and edited the backupdata.bat file to the following see high lighted in red, i have changed it do it saves to a network share i have created but even still seems to back up locally, i have missed somthing, many thanks please see below the file i have edited. @echo off rem $Id: backUpData.bat,v 1.6 2005/12/15 07:41:49 sudhal Exp $ rem Please ensure that JAVA_HOME
Purchase Order Permissions
They don't seem to work properly or at least how I'd like them. Everyone in our department is allowed to raise a purchase order but when they want to add a vendor or items they need to be in the SD admin role for it to work, you can see why that is not acceptable. Thanks Darren
Auto Assign Ticket
Hey guys, trying to launch this app to people, i need to be able to assign a new request/ticket to certain techs BUT the end user has to choose ex: location ... USA? UK? and whatever they choose, is who the ticket will go to.. USA -> TOm UK -> Steve. etc anyway i can achieve this? i have been trying with "Groups" but hasnt worked. the end user cant see that field
Linux version install
Hello Support or Service desk users I searched the forum before posting this, but couldn't find related post. Can Linux version of ServiceDesk be installed on NFS share? If yes, are there any web/database access performance issues that we should be worried of. -TIA
Connection to RPC server in the workstation failed Solution
I have been having an issue with scanning workstations FAILURE :Connection to RPC server in the workstation failed. After reading the forum and trying all options I noticed user login failures in the event viewer of the workstation. (XP) I rejoined the computer to the domain using the existing account and can scan fine now. Even though the DHCP server had created a lease and there were DNS records for this workstation and the account seemed to be ok, rejoining made the difference. I am not sure why,
MSP Edition - Outlook integration
Hello, We are an IT company looking for both a network management solution and a helpdesk system to serve our customers better. I�m interested in OpManager MSP and ServiceDesk MSP or SupportDesk(?). Are there any Outlook/Exchange integration in these products? We work today with MS mobile devices and ActiveSync. if so, can a technican create a new ticket from the mobile device? Maybe a WAP page? Thanks for answers!
Vista Support for Windows Domain Scan
I am testing Windows Vista in our office to determine if I really want to move to the platform. I am wondering if there is a way to Windows Domain scan for assets in SD+ to a Vista Box. The old dconcnfg doesnt seem to exist in Vista. I really havent dug around too much to see what/how it was replaced yet. I just thought I would ping the group here and see if someone else has figured this out before I try. Thanks Ken
Add Time Entry edit
Sometimes when a technician tries to edit a time entry on a ticket, an hour is added to the time. If the technician isn't paying attention to the time, the ticket will have more time on it than was actually spent. Anyone else see this occur? Or find a cause?
Why I understand "Connection to RPC server error ?"
I turn off Firewall and enable RPC server in my computer. I get gpedit.msc -> turn off Firewall.enable RPC server I troubleshooting follow your web. a. From Start -> Run -> gpedit.msc (to open Group policy editor) b. Computer Configuration folder. c. Open the Administrative Templates folder. d. Open the Network folder. e. Open the Network Connections folder. f. Open the Windows Firewall folder. g. If the computer is in the domain, then open the Domain Profile folder; otherwise, open the Standard
Save data and migrate (patch apply)
Hi, One stupid question. I've found a SD+ 5.0.0 build 5008 and everything is ok i work in it. After evaluation period expiration i go to adventnet web site, it was very interesting... but current version of SD+ is already 5.5.0 I've try a newone but my backup data can't be restored on 5.5.0 .... After it i download a lot of migration packs and service packs but all of them call an error ... Q: How i can upgrade existed 5.0.0 build 5008 to the current version for saving data (inventarisation, assets,
Can technician/requestor have report function?
Can I assign "Report" function to technician/requestor? Currently, only administrator has this function. Thx.
SD+ not starting after patch
I installed the new patch today and now my SD+ will not start. This is an on going request I have with SD support folks ( [Request ID :##52521##] : Service Desk + Becomes unavailable). I ran run.bat and this is the result: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: C:\AdventNet\ME\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.depl
change date to 24hr
Hi How do I change the date to show as 24hr? Thanks
End User Training
Hey guys, is there some type of training we can give the end user? we want to publish this to the users now that we finally purchased it. Thanx!
Removing options for local authentication
I need some help here with I am probably just missing something simple here. When authenticating with AD is there a way to remove the options for local authentication and the remember me tick box on the logon screen? :?
Custom fields on Contracts Database
This would be really helpful as we are using the contracts database more and more and would like to categorise our contracts. Damian
How to scan systems with Windows Firewall enabled?
Is there a port or program setting I can make on remote workstations to allow for ServiceDesk Plus to scan them for HW/SW inventory scanning purposes? Are there any special settings I need to make with McAfee as well? I also noticed that when I tried testing for my workstation using a specific IP address, the entire subnet was being scanned. I also used ethereal to sniff the network and I didn't see any traffic that indicated a scan on my workstation, which suggests that the firewall is blocking
Junk Notification Filter
Hello, Under Notification section in the Admin tools. I deleted by mistake the default entries for Junk Notification Filter Title fields. Can anyone tell me what they were. Thanks,
AD in srvice desk
i am looking to use service desk to replace our current system. the only thing stopping me at the moment is an issue with AD. our domain is a tree of 4 domains with top domain (1 for ease) and then 3 domains below (2,3,4). when using service desk to do this scan it can see 1 and 2 but 3 and 4 cannot be contacted.
Create user
It would be great if you could add a "Create requestor" button on the Requestor List from the Quick Create dialog. As is now, I "have to close the dialog" then create the requestor.
v5. Assets allocation - Need features
I can allocate asset to department, user or Workstation... It's not enought (as I think)... For Example, I have 10 DIMM modules (separately). 2 of them on my desk (ok, allocated to user... hmmm, may be...), 3 of them in server room in bookshelf, 4 of them in hardware stuff box, and last one somewhere in remote office. Of course, I can make all this places as departments (Bookshelf department, hardware stuff box dept... ) but it's not so clear... :) May be, SD needs some tools for placement management?
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