undo delete
i deleted a request. is there any way i can undo it and get it back on my requests. i can see it on the log.
About User Satisfaction Survey Logo and some other comment
Dear Support Recently i am testing SD+ 7 Build 7014 for my company The forum is quite informative where i can find many useful info. here. But i still got some problem whether don't know it is the known issue 1 - For Admin> Survey Result When i clicked on the returned survey from user , the company name is fine, while the company logo at the right up hand side still showing SD+. I have already uploaded my company logo where the login page and report works fine. Any advice on this ? 2 - Is it possible
Help with Time spent report
I am trying to create a time spent report that will list all the requests (request id, subject,etc) for a single catagory. I also want to show the Time Spent that is entered in by the technician, not the amount of time the request has been open. I created a timespent report which had just about all the fields I wanted, but when I runs the report if a request doesn't have a timespent entry, or is 0, then it doesn't show up in the report. How can I get the time spent report to show ALL the requests
Purchase Order - Problems - V7 Build7015
2 issues with the PO system. 1 is related to one particular PO. -When we try to receive the single item in this PO it receives it fine but it does not close the PO. I have tried this several times. The PO cannot be closed. NO error is generated. SDP acts normally as it does when item is received and PO closes after that. second issue. When printing a PO - firstly there is no print button in the PO Preview field. The printed page does not show anything next to status. For obvious reasons this needs
Departments Admin
I have over 1500 departments to rationalise. We have imported from AD and I think others have also arrived from asset imports from our current system. Even when rationalised there will be several hundred department. My problem is this: Every time I add or edit a department, the "Show 200" setting defaults back to 10 and it jumps back to the first 10 in the list. This is really painful. I guess just adding a view option of 1000 per page would make it much easier. A quick on for the next hotfix ? (this
Customer Portal issue
The link that is sent to a requester as part of the reply email has a link to the customer portal so that the requester can track the issue. However, when I hit this link and log into the customer portal as that requester, I can see and edit EVERYTHING! ... no good. I could not figure out how to assoicate the SDGuest role with the requesters. Please advise. Regards, Peter
ServiceDesk Plus and SupportCenter Plus on the same server?
Is it possible to run the ServiceDesk Plus and SupportCenter Plus on the same webserver? Thanks Dave
Installing Servicedesk on dedicated linux server
Hello, the linux install script does not ask for a mySQL db name (we are not running x-windows) and our host requires new mySQL database names to be pre-fixed with our account name so the install fails. Where can i change the database name so the nstall script will work for us ? regards - glen
database scheme question
Dear Support, We have faced some issues with reports after the upgrade to 7015. Most our assets and workstations have a site 'HP' assigned to them (which is obviously the vendor name, not the site or some location). As I understand, in version 7, site and region data for any asset\workstation comes from the data for the department the owner belongs to. And we do not have such site at all. All departments the owners of the assets come from have correct real site names assigned to them. We were trying
Custom query for domain controller hardware request
Hi, I've been tinkering with the asset management and I have a report requirement that I can't make from the wizard, so I was wondering if anyone could help with a query? I have an asset group I have made called "Domain Controllers" and I have put all the workstations (DCs) I want to report on in this group. I'd like to list the Domain Name, Server Name, Tag Number, CPU, RAM, IP address and then I can export to a .csv file. I'm using MSSQL Server 2005 and SDP 7 build 7015 so I'm happy to run the
Requesters would like to search Requests at the portal level
I am not sure if this is possible but how can you add items to the left hand side of the Portal? Currently my requesters only see the "search solutions" field. I would like to add the ability for the requesters to search within their requests as well. As a technician I am able to search within requests so I would hope that requesters also have that ability. In case I am not clear on what i am looking for I included a screen shot . Thanks
Copying Solutions to Resolutions
OK, I searched and didn't find this question before... I have Solutions in the KB that have attached documents (as most of our user help before was done by attaching documents, mostly .pdf). When I add a Solution to the Resolution of a ticket, those attached documents do not then attach to the Request--only the short text explaining what documents are attached to the Solution. Neither does a link to the Solution get placed in the Resolution--which would be the most helpful. When I resolve or close
Asset Management
We are running SD 7015. I'm new to this - the previous person responsible for managing the product is no longer working with our company. I've got an issue with inventory. Hard drives and various other system components somehow have been entered as workstations which is throwing my workstation inventory way off base. and I'd like to get that changed. Now I've gone to admin > product and changed the various components product type from workstation to "x,y,z" so future inventory will be properly identified.
network scan using domain account ?
I have got the domain scan to work and can select specific OUs within our AD to scan and use a domain account with appropriate rights to scan a block of PCs. On occassion I need to scan specific PCs by workstation name or IP address. The domain scan does not offer me this focused granularity, but I can select indivdiual IPs using the network scan - HOWEVER - I can only get this to work if I use a logon account that is local to the workstation (i.e. the Local administrative account). This is fine
Bulk Import of Data from a CSV
Is it possible to do a bulk import of data from ServiceDesk and then back into ServiceDesk? For example, we added a custom field in our assets database called Division. I would like to export the current systems from ServiceDesk, do a match query in Excel against a spreadsheet of active users I have from HR against the users in the exported CSV and then import the merged spreadsheet into ServiceDesk (so that I can have the division information added to each workstation) Thanks again, -Erik
Problems with SeviceDeskPlus
Hi! I'm looking for a HelpDesk software and I found that ServiceDesk is one of the best software fot this so I download a trial version and install it on Ubuntu Server. First time I install it It works fine but then I got this message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Failed to start the server. Please refer logs for more details I would like to see why I'm getting that errors so I would like to know how to solve it, I cant start
MYSQL to MSSQL - RestoreDB does not restore the requests???
Hi, Just had to move my ServiceDesk onto a new machine so thought I would go MSSQL while I was at it. So far I have done the following: 1) Did a bakup from old MYSQL server 2) Did fresh install of exact same version of SD on my new server (7015) 3) Set it up for MSSQL - it tests connection okay and has built database all looks good. 4) Started SD - Started Okay 5) Logged on and added license file - all went okay. 6) Stopped SD 7) Copied my backup file across and ran a restoreDB 8) It comes up with
Notification when adding a WorkLog
Hi, Is there anyway we can setup an alerts to be sent when a technician adds an entry to the worklog? The reason is that our requesters are unable to see the ongoing status of a request as we add worklog entries when we carry out any related work. Alternatively, is there a correct process to update the request so that the user can get a clearer picture of where there job is at at any given time? Thanks for your help, Jamie
FAILURE :Request cannot be completed.
hey We wanted to change so that our requesters couldnt select what priority a request should have, since the requester just selected high everytime, so the requests went to overdue almost before we had a chance to take a look at them. So we went into Admin -> Helpdesk Customizer -> Request Form Customizer, and turn off the "Requester can Set" in the Priority field. Right after doing this, we was about to close a old request, like we have done many times before, but then we got this error: FAILURE
Audit Settings not working
I've been using this software for almost six months now and this issue still hasn't been resolved. We are looking at different software if this does not get resolved soon. The problem is under Audit Settings we enable a scheduled scan for 7:00a.m. every morning and expect to get a report soon afterwards of the hardware and software changes. Either the scan does not run or the report does not mail out. I can run a network scan manually and it works fine and the report is mailed out right after the
Reply and Forward options
Hi When you view conversations within a request you get the option to REPLY and FORWARD on emails recieved. Can we have the option to FORWARD on emails sent? This would be a useful option for a) Sending out reminders if they do not reply b) Enable sending the request fo information to an alternate recipient and would save having to type the same message again. Thanks Mike
Auto PO# Generation
Is there a way to have the application auto fill the PO# field with the next available sequential number when creating a new PO? Thanx.
Custom Reports and DB Schema
We would like to write some custom queries to pull all asset information (user, department, location, division, etc) Is there a DB schema available somewhere to help identify where these fields are located so that we can do these directly instead of through the wizard? Thanks very much, -Erik
Problems with ServiceDesk
Hi! I'm looking for a HelpDesk software and I found that ServiceDesk is one of the best software fot this so I download a trial version and install it on Ubuntu Server. First time I install it It works fine but then I got this message: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Failed to start the server. Please refer logs for more details I would like to see why I'm getting that erros so I would like to know how to solve it, I cant start the
Asset management and unallocated assets
I am havign an issue with the Asset Management of servicdesk plus. The assets are appearing as IP addresses and not computer names. DHCP is implemented with DNS and Active Directory integration. How can this be setup to use computer names regardless of the IP addresses. Furthermore the domain scan fails to automatically assign over 70% of the resources? The firewall is setup to allow all ports to access the servicedesk server to ensure that all port requests will be delivered.
Hello please read helkio
hello , ban me please , please ban me im a weird girl, i like to write strange stupid things , and flood on forums , thank you
PO creation, selecting the software catagory
When I try to select software as a category when purchasing a peice of software it pops up and wants me to associate minor and major versions from already installed software that the system as scanned. The software has not bee installed yet so how can I associate it to anything yet. we just started using the PO module and this is the first time I have run into this. this "feature" is not needed is there anyway to turn it off.
Group email settings
Does anyone know how to use the group email settings under Admin | Groups? The help card is not updated and the description that is there is not very clear.
Purchase Order Problem - Cannot Approve PO
We are having an issue with Approving PO's. When a PO it set for Pending Approval, we do not have the option to Approve the PO (but do still have the option to Submit for Approval). I have verified and all of our technicians are set with the SDAdmin Role, which I believe should have this ability. We can edit the database directly and it will approve then, but not though the software. We are running Build 7013, but I believe we had this issue with 7011. We are running MSSQL for the database. I tried
Migrating to VMWare ESX server
Hello I'm currently running SD+ version 6.006 on a Windows 2003 server with 4 gigs of RAM. I have a new VMWare ESX server, version 3.5.0 with update rollup 1, plenty of space and plenty of RAM. I am interested in virtualizing the SD+ server to free up a physical server. I would like to migrate to a Linux OS and am wondering if there is a preferred flavor / distro to run it on, and if there's a migration path from Windows to Linux. Any tips or advice greatly appreciated.
How close the ticket by e-mail?
I want close the ticket by e-mail. Can i make this? How?
New Version 8 of Service Desk Information
Hello all is there a section on the service desk website or forum that gives a up to date list on what is happening with development of servicedesk. Including times lines etc, of development and new features. As I have heard in many different things in different posts about new features etc coming out. Please can we have a area we can all look at and get updates of progress etc. I have heard about archives of requests, new PO System re-write (Badly needed) and contracts and being able to import licence
Change closing rules
Is it possible to have different closing rules for different change types ? SDP out of the box has change types of 'standard' 'minor' and 'major'. Standard changes auto approve and by definition (in my view) do not necessarily need the same level of detail (closing rules) to be completed before being closed. For example a standard change might not need a review, or rollout plan. As an aside - your product is ITIL aligned but the change types you use do not match ITIL v3 - they should be 'standard'
how to relate Asset to SLA rules
hi: there is a problem. When i add a new request there is no option "Workstation Name",but only option "Asset". But when i define SLA rules, in the option "Select Criteria" list,there is a item "Workstation Name",no item "Asset". What should i do,when i want to relate "Asset" with SLA.
"Log on to Box" change please
Is it possible to change the default "Log on to" box please. This has always defaulted to -- Choose --- and is slightly annoying considering we only have one domain so is useless. can we please have the option to either remove this and set a default or allow us to change the -- choose -- to the domain of our choice. Thanks in advance Paul
Mapping AD Fields
I wanted to see if ServiceDesk had the ability to map specific fields in AD to fields within the application. For example, I would like to populate the location of assets and workstations from the "location" field specified for each user within AD who is the owner of a specific asset. Thanks very much, -Erik
Can't see Status on printed PO
First, there is no direct print button on the Print Preview of a PO. Next, once the PO has been printed, you cannot see what the status of the PO is on the printout. The printout also looks terrible. The grey areas are boxed out with white. Very unprofessional looking
New Build 7016 or 7.5 Release?
Can we expect a 7016 or similar hotfix or are all things now on hold for the 7.5 release which was tentative for June 2008 in the roadmap. Is that still on track? Is there a beta release of 7.5 to be involved in testing for? Regards, Andy
PO attachment error
Hi, We have just installed the free version od SDP (latest build as of today) Tow things are not working: 1- I cant import a JPG image as the logo.Please see the attachment for error details 2- The second error is that we can't see the pdf attachment after a PO is to be sent to a vendor.The email is received by the vendor but without any attachment We can't preview the attachment file while sending the PO.Please see the attached error message Thanks
Purchase Order - Problems
2 issues with the PO system. 1 is related to one particular PO. -When we try to receive the single item in this PO it receives it fine but it does not close the PO. I have tried this several times. The PO cannot be closed. NO error is generated. SDP acts normally as it does when item is received and PO closes after that. second issue. When printing a PO - firstly there is no print button in the PO Preview field. The printed page does not show anything next to status. For obvious reasons this needs
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