Auto merge option when requester reply from email
- We are using SDP 6 - whenever we reply to user request, the requester will receive reply in their email box. - subject will contain Request No. and Subject. - When they reply from their email, service desk will pick all the mails and report as new request with new request no. - Now, we are manually merging requester's response with original request. - Is there any way, such that, Service desk will merge response with parent request with reference to request no. on the subject ? Pls advice.
unable to emter technician as requester
Hi all, For creating new request, we can't select the requester with technician role. Anyone same as me? Thanks! taz
$ServerAliasURL link doesn't work
I have SDP setup to send out a Self-Service login details. However when the end user gets the email and clicks on the link it goes to Http://servername:8080http://servername:8080. Please tell me how to fix this. Thank You!
The Trail Where They Cried
New Chevys Uterus Closed After Ablation Profile Hacker Flnn Theater Derrick Laverman Indiana State Medical Board Mistsystem Atlanyic City Diablo 2 Pictures Police Shoes Lewtan Industries In Hartford Ct Myhealthevet Reflection Essays On The Nazi Concentration Camps Frito Lay Ohio John Kompa Listen To Devil In A Midnight Joint Force Headquarters Sandston Virginia Ford Fe Supercharger Social Security Disability Assistance Abc Nfl Cover Injuries Caused By Auto Seat Belts Low Or No Cost Prescriptions
Custom Report to find jobs older than 2 weeks?
Hi chaps, does anyone have the code to let me generate a report detailing all requests over 2 weeks old, and who they are assigned to?
Sub Catagory Creation issue
I cannot create any sub categories no matter what. normally when you create a category you type the "Sub-Catagoy" name, description and normally the parent category is filed in. well that is not happening now. Neither can you select a category. this is a big problem for me. Please help, any suggestions are welcomed and highly appreciated. thanks in advance.
Technician changed AD password now can't logon to SD+??
I have atechnician that changed his AD password and now is unable to login to SD+ Is this normal? What can be done to fix this?? Policy here states all users need to change password every 90 days, no exceptions
Network Scan
I can scan with some success the network which the ServiceDesk server is on and can query switches etc with snmp. However it fails on other subnets The error message is as follows: Connection to RPC server in the workstation failed SD+ V7011 Any ideas?, Thanks in advance
Scanned Software Problems
Hi, I am encountering a problem while viewing the software installed on a computer. If I click a link in the Software tab to view on which computers that software is installed I get a window stating: - "<iframe class='responseframe' src='/framework/html/blank.html' name='SWUnlicencedInstallationView_RESPONSEFRAME' onLoad='p" for Microsoft Office Visio Viewer 2007 - "<table width="100%" bo" for Microsoft Office Professional Edition 2003 - "<Script l" for Windows Messenger 5.1 - "<iframe class='responseframe'
Unpicked notification not adhering to working hours
We have set our working hours to be from 7am - 5pm Mon-Fri. We have also set up SDp to email a group when an incident has remained unpicked for an hour or more. However, we had an incident created at 4:50pm yesterday, and we then had an email time 5:55pm yesterday telling us the incident had remained unassigned. How do we get these notifications to stick to the working hours, as technically that email shouldn't have been generated until 7:50 this morning.
Report from selection
Hi, does anybody know if it is possible to make a report from a selction of requests? For example: in my list with 100 open requests, i want to make a report from just a couple, let say 5. is this possible in an easy way? Regards, Jeroen
V7 Upgrade Problems
I tried to upgrade Service Desk from v6 to v7. Updated to latest v6 ServicePack 6015 first and that went ok. When I tried to upgrade to v7 I got an error about an invalid column inserting into GeneralConfig. After investigation the problem appears to be due to SQL Replication. We have our database in a data centre where all offices can access centrally. We replicate the ServiceDesk database to head office for local reporting (using custom reports developed in house). The problem is, Microsoft SQL
custom report on number of unsuccessful changes
hi can anyone help me how can i create a report on the number of unsuccesful changes for the month? from where can i know the database structure of the whole database?? I'm new to this !!!
Customized User Forms?
Hello, We are evaluating the software and are very close to purchasing it, except for one question. Is there a way to customize the user request forms for specific categories? More to the point, for some categories we would like to force the user to select only from drop down menus and disable the description field. Is there any feature planned or implemented that would allow unique user request forms for specific categories. Thanks for the response, Bart
Upgrade to SD7 Assets changed
We upgrade from 6015 to 7010 and have noticed that the assets have changed product type. In version 6 we had Desktop and Laptop as a product and after the upgrade, both have converted to workstation which we do not want it listed this way. Is there a way to clear the assets and import our setup from version 6 backup?
Downgrading Builds
We are currently in the process of planning an upgrade to Build 7011. In the event that something does not work out correctly with the update, is there any way that we can do a downgrade to a lower build? Thanks, Jessica
Hardware Requirements
I found the minimum hardware requirements for Service Desk on the web, but I'm having trouble finding the recommended hardware requirements for the software when it has hundreds of users accessing it. Is there a standard metric of I need X amount of resources per user? I have 5-6 techs and about 500 end users. In the next few years the number of users will jump to 800. Thanks.
Scanning thin clients running XPe
Hi When Servicedesk scans my (HP 5720) thin clients that are running MS XPe it reports as 'Success - Workstation Scanned' but no data (hardware or software) is found during the scan. Is this a known issue or is there something i need to change on the thin client? Regards Mike
workstation scan windows xp home
hey all, SD+ has been fantastic in our domain, but when I began to scan our Point of Sale machines (running xp home) i have had no luck. i get the following error on every scan. Either access denied for the user or the remote DCOM option might be disabled in the workstation Now i know that DCOM is enabled, and I have entered the right credentials but no scans are happening. I can not connect to any of the xp home machines using net use, and the firewall had been disabled. all these machines are xp
Resizing notes window
Is it possible to resize the notes screen at all?
Ordering of Stacked Bar graph report
I have just created a stacked bar graph on SDP 7009 to show requests for a single department based on priority and whether the requests were in SLA or not. Along the x-axis I have priority, with count on the y-axis. (Report is attached). However, the ordering of priority just seems random. It is not in Priority order (order is 5, 2, 3, 1, 4) and they are not in count order (Priority 5 has 53, 2 has 2, 3 has 4, 1 has 3 & 4 has 1). What is going on and how do I get this to be in either priority order
Scanned software problem
Hi, I am encountering a problem while viewing the software installed on a computer. If I click a link in the Software tab to view on which computers that software is installed I get a window stating: - "<iframe class='responseframe' src='/framework/html/blank.html' name='SWUnlicencedInstallationView_RESPONSEFRAME' onLoad='p" for Microsoft Office Visio Viewer 2007 - "<table width="100%" bo" for Microsoft Office Professional Edition 2003 - "<Script l" for Windows Messenger 5.1 - "<iframe class='responseframe'
"Check for newly added workstations" - missing val
I have a scheduled domain scan to run each day in Servicedesk Plus 7 Enterprise build 7009. I also have the "Check for newly added workstations" option ticked and I set it to '1 day'. However, after saving this configuration the '1 day' value disappears although the "Check for newly added workstations" tick box remains ticked. Also, the scheduled domain scan remains ticked. Should I be able to have both options ticked (this would be best for us) or should I only tick one and that is why the '1 days'
How to upgrade
Hi, we like to go to the new Enterprise version of SD+. But i like also to have the database on SQL 2005. what is the best way of doing this? regards, Jeroen
REQUEST: Reports of SDPlus Configuration
ServiceDesk Support, As part of Configuration and Change Management of the ServiceDesk application itself, is there a way to report on the configuration settings of ServiceDesk Plus so CMDB administrators can produce configuration reports? There is no way to track changes of the configuration of SDPlus. Just for an example: A report of roles and the members of that role. A report of groups and the members of that group. A report of departments and members of that department. A report of existing
Downgrade
Hello All, we have used the service desk plus for 1 year now. We are ready to renew but we understand that there are 3 versions now, we currently have the professional version as I think this was only option a year ago, but we are only going to purchase the basic version without asset mangement. My questions is how do we downgrade? do I need to reinstall or just upload a new licence file and assets section will be deleted. Thanks For The Help bvadmin
Config Software Licensing
With SD7Plus how would I add software licenses to workstations and take into account MS downgrade rights i.e. I buy 100 * Office 2007, but install Office 2003 on half the machines and Office 2007 on the others? Or how about where I have purchased Windows Server Data Centre and can install unlimited Virtual Machines? Thanks in advance
Asset View looses context after editing Asset
Found that when viewing Assets and Components and then edit one of the assets, when you return to the previous list page by clicking the breadcrumb at the top of the page the list content is empty. To reproduce: ASSETS Tab on top menu Pick Asset Components from RESOURCES options on the left Hand side of the screen Pick Keyboards from the Asset Components ( any would do ) You will then have a list of Keyboards ( or which ever picked ). The Breadcrumb at the top will read Asset Home > Keyboard Pick
Problem/Change Management - Problem only related to 1 change
Just found that a problem can only be related to 1 change which for us becomes and issue. I would have expected that a problem could have multiple changes associated with it. The example that has highlighted the situation: Team of 4 have laptops which have filled the internal drives due to the type of applications they need to use for their job. We have 1 incident reported which we managed and created the problem to determine root cause and final solution. The agreed solution is to bring forward
Additional numeric fields can only display natural numbers
Hello! When I specify additional numeric fields (for Requestor and Asset), SD7+ will only allow natural numbers ( 1, 2, 3,..) but no decimal numbers. (e.g. 0.5) It is not really an issue just a bit annoying. I still could use a text field, but what are the numeric fields for then? Best regards Pilli
Forward Schedule of Change - Calendar View - March Wrong
When you use the calendar view for the Forward schedule of change it appears that MARCH 2008 is incorrect , out by 1 day. February 2008 has the 29th on Friday and 1st March on Saurday. When you move forward a month from the current month to show March in detail this shows 1st March as Sunday ( 29th Feb as Saturday ) When you move on a month again to April the dates are back in line. How can this be resolved so the FSC calendar view is correct - I'm assuming this is a leap year issue an not more generic.
Problem with workstation scans in build 7011
We just upgraded to the latest build (7011) from version 6. When scanning our workstations, the computer name is changed to "computername.companyname" on about 90% of our workstations. I'm getting very random results regarding how servicedesk names the computer... Sometimes it names it with the netbios name, sometimes I get the FQDN, and then most of the time (about 90%) I get the FQDN without the ".com" portion which then causes subsequent scans to fail since it cannot resolve the computer name
SDP: Send extra message
Hello, First of my compliments for this product. At this moment we are testing it and for now it works great! What we would like is that we can send e-mail, not only to the requester but also to his contact person in our company. So he knows that his customer reported a issue to us. That way, when the customer calls his contactperson, the contact does not have to call us for an update. Is it possible to send the e-mail not only to the requester but also to someone else. We don't use the option that
Scanning - Auditing of Printers Switches and WAPs
Hi All, One of the main selling points, and was promised of version 7 was that it can scan Printers, Routers, Switches and WAPs that are on the network... However, I am yet unable to do this.... I have tried, but can find out a way of doing... As far as I am aware, most of our devices do have SNMP (or however its spelt) but nothing is picked up yet. How do I do this...? Thanks, HCTC
SD 7011 - Page hangs when updating due date
Have a case open, case was created on 6012 build, and we migrated everything to 7011 yesterday. An older case which I'm trying to update the due date on hangs when clicking "Update" and does not change. Is this a known issue, or is there a workaround/fix?
how long do Tasks stay in My Tasks
I am wondering how long do closed Tasks stay in the "My Tasks" I have over 50 of them in there currently and want to make the list smaller. Is there a way to only show open tasks?
Resource Import Wizard problem
In the Resource Import Wizard I came across a small bug. I select the IT Resource Category, the Resources Type Other IT Assets and my CSV file. (see attachment srcreenh..4) If the cursor focus is on the Locate CSV File: Field and I press Enter, all entries are cleard i.e. set back to different values. (see attachment srcreenh..5) Best regards Pilli
Serious reassignment bug!
Changing the requester details for a request on the main page changes the requester to the technician who is currently assigned, rather than to the new requester. Effectively re-assigning all requests that you were taking care of to the requester you intended to use and replacing you in the technician list. This will cause the requester to now receive all updates that were assigned to you and your team. This behavior only occurs when editing the requester directly on the main page (without using
import data (requests) from other helpdesk application
Hi ServiceDesk, Is it possible to import requests / calls from another helpdesk application? A part of our organization is going to use also ServiceDesk Plus. But they don't want to loose the old data. Thanks, Ferry P.
Site Name
Hi, Can someone tell me which table I can find 'Site Name' as created in Admin -> Helpdesk -> Sites. As the SiteDefinition table only contains the fields SiteID and Regionid. Thanks
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