Question on autocloseing of requests
I have autoclose enabled with a 1 day timer. I set a request to RESOLVED and in 25 hours it was changed to CLOSED. When I log in and look at the closed ticket I see the following in the yellow status box: ----- Close Accepted : No ----- What does it mean to "accept" a close? How does one accept it?
Internal web address question...
Right now everything is running fine, but to access the helpdesk we would go to: http://helpdesk:8080 I would like to be able to access it by going to: http://helpdesk Is this possible? Thanks Keith
Feature Request: Changes to the quick request entry area
When we want to do quick entry we need more than the three fields provided, but not all of the fields on the full form. At least the option to either auto-self assign tickets or have the technician field in the quick create area is essential.
Feature Request: Complex Request Filters needed
Right now filter criteria are either all "and" or all "or". We are having difficulty getting the views we want with the current options. For example: ( (tech = TECHNAME) AND (status!=CLOSED) ) OR (tech= UNASSIGNED) Goal: To show all of "my" tickets which are NOT closed (yes if open, yes if on hold, yes if waiting on 3rd party, etc), AND to show all of the unassigned tickets, in case there are any I need to be aware of (AV conf support requested in 5 minutes, no one assigned, etc). This is slightly
New Custom 'Summary' Report; how to create sub-reports.
Version 6.0, build 6012 I do not see any of my reports available when I try to create a Summary report based on sub-reports. How do i create a sub-report 1. Click reports section, 2. Click summary report, 3. Inventory module is the only option not grayed out, 4. Click proceed to report wizard, 5. None of my custom reports are available. Thanks Jack
Editing Request Type
Can request type be edited in the same manner as most other fields on request form? If not, does request type have an impact on how the request is stored, or processed?
Server migration problem
I am planning to migrate my SDP from linux to windows2003 i use backUpData.sh then shutdown the new SDP run restoreData.bat but it returns: Could not extract the backup file. Please ensure you have given the correct file. both SDP over linux and window2003 is 5.5.0 whats wrong with that? pls help me
Editing fields with merged requests
Hey All... We've had a couple of issues when we merge 2 jobs together, and after they are merged try to edit the individual fields doesnt save the changes made. i.e changing categories, technician etc. Is there something not happening that is supposed to??
Restrict REPORT access for technican by GROUP
We are running build 6010. We have a requirement where different technican can only access information for the GROUP assigned to them. By doing this, we create a ROLE for each technincan, and specify 'Request technican can view all in GROUP and assigned to him'. This seems to work for REQUEST but NOT REPORT. What we observed so far is when technican go to run the reports, it will show ALL and NOT just GROUP assigned to them. We are not sure if this only happened when the REQUEST do not have any GROUP
Cannot scan all workstations with Windows Domain Scan
I'm trying to Windows Domain Scan in our domain so I can populate all the workstations. However before I scan it doesn't display all the folders from Active Directory, only some of them. I check the Office folder so it'll select all subfolders hoping it'll detect all workstations. However when I scan, it only detects workstations from the Wilmington folders. I have about over a 100 PCs in the Charlotte and Raleigh sites together. Something seems to be wrong with how its trying to recongize the workstation
Contact Number and Department fields are not populating...
When filling in a New Request... Under Requester Details, using the name lookup function withing the Name* field(i.e. type a few letters of the name it provides you a selection of names to chose). When you choose a name and there is no associated workstation(i.e. No Asset Available) it will not populate the Contact Number and Department fields. It does work fine when there is an Asset associated to the user. We only associate workstations to departments and not to users. Build 7005
Internet Explorer 7 error
When requesters try to submit a new request, upon clicking the �Add request� button a dialog box pops up with the message �exception : [object error]�. This is only happening with Internet Explorer 7, IE 6 works fine. Other forms such as the log in page run fine. We are running ServiceDesk Plus version 6.0.0, Build 6000 and IE version 7.0.5730.11 Thanks for any help you can offer
Escalation Email to Reminder?
Hi! Is it in anyway possible to have information used by email escalation to be inserted into the addressee's Reminders? Just on the off-chance the addressee does not read his/her email ;-) your comments and help are greatly appreciated! rgdz, Chris
No software link
I have build 7005 but I can't see a Software link on the Assets tab! Is there a problem?
Purchasing
I want to begin using the Purchasing functions of Service desk to track purchases and create Purchase requests for our department, as well as printing off the purchase orders from ServiceDesk and turn them into our purchasing people. Our CFO won't let us do this unless we can change the header to say Purchase Request instead of Purchase Order. I believe his intention is to avoid confusion in our purchasing department. Is this possible?
Limitation of ServiceDesk Plus Asset Management Module
Hi, Actually I would like to know what is the limitation of Service Desk Plus Asset Management Module -Free Edition? Thank you.
Change default request view
Is there any way to change how the technician views requests. If a technician clicks on Pending Requests on the Home tab I would like them to see "My Opened or Unassigned" instead of "My Pending Rquests". Does anybody know any way around this.
migrating from sql 2000 to sql 2005 on a different server
what is the easiest way. I tried this.. stop servidesk detach database from sql 2000 attach database on sql 2005 ran changedb.bat and changed from old sql to new sql server last step is where it didn't work.. It reports back saying there is no sql server even though there are some databases already living on the new server. Any ideas? Or am I doing this incorrectly Thanks
Restricting Request Templates
Hi We have one special requester (a vendor with their own logon). What we want to do is restrict what request templates they have access to we only want them to be able to see & use 1 specific request template & nothing else (to avoid any confusion!). We want all of our other requesters (internal users) to see all other templates that we publish in the self service portal, can someone please advise if this is possible? Thanks
Editing $requestlink to add FQDN
Forgive me if this has been documented somewhere already, I haven't been able to find it. How might I edit the $requestlink that is sent when a ticket is opened to add the FQDN? We are testing out ServiceDesk, and it is on a test domain of ours, and when demoing it to our director we want to be able to show them that without having to type it in. We want to be able to just click the link. I looked through the directory structure, but not sure where to actually look. Thanks in advance, ben
Fields not available in reports
There are a lot of fields not available for reporting in version 7. I think this should be a bug of version 7 because they were available in version 6 For example is the assets reporting there is no price no serial number no location...all fields that are part of the asset. Can you please tell me when will this be fixed, in version 6 theu were available.
ServiceDesk migration pack 6 Professional to 7 Enterprise
Hi, Will it possible in the migration pack 6 to 7 to export/import (thus migrate) "selected" an specific information. E.g.: suppose we only want to migrate the solutions (knowledge base) from SD 6 Professional to SD 7 Enterprise Edition (our version we just bought a month ago): Will this possible ? I need a quick answer ! Marc HUYBRECHTS Coordinator Infrastructure ICT AWDC Antwerp World Diamond Center
Change in Forum?
Was some change in the forum put in place today as I can only see 9 entries per page now, or have I messed something up. Regards, Andy
Changing roles for requesters
Hi there, I'm sure this has already been asked but is there any way to change the roles for a requester? We want to be able to set up our requesters so that they can add and edit solutions and potentially add/edit PO's. We really dont want to set up each requester as a technician as this would get expensive. Also, is there any way to add custom pages to the main interface so that we can add in custom forms/tools? Also, can more than one request form be created? Some of our technicians would need
Outgoing notifications failed
Dear, We recently bought Service Desk Plus ver- 7 build 7005 and am trying to configure it now. Problem - Sending notification failed Entered the outgoing mail details in mail server setting under admin using IP address of mail server. Also checked that telnet is working for my mail server at port25. One more question For notifications to work can we specify one user id like helpdesk and enter its details in outgoing mail setting to send all notifications to users? Would appreciate if you could pls
SD+ and Vista
Just a quick question as I know everyone has a large amount on their plate, when will SD+ be Vista compatible? I am willing to move the datase from MySQL to the MSDE SQL 2005 if need be (I didn't think I would ever say that ). While it is working well under Fedora7 in VMWare, it is a lot slower than running it natively, as one would expect. And Vista is a big enough drain on the system as it is. Even a guesstimate date would be appreciated. Many thanks.
Other languages?
Hi, I'm trying to evaluate servicedesk plus and installed it in professional free mode. One thing that my boss wants to see is if it comes in other languages and how can I activate it, thanks in advance
user can't change WorkOrder status
so from the begin. first: user makes a workorder from the webclient. workorder have status "Open" second: specialist have done work and from webclient change status to "Resolved" third: user says "Yeah! This job was done." and trying to close work order, but in his webform there is no button to close this workorder or change status from "Resolved" to "Closed" Where is the magic button that given user rights to close this workorder by user myself?
technicians can't be requesters?
Hi For some reason technicians can't also be a requesters, mening it's impossible to raise requests where they are the requester. What happens if there is an internal incident/service request/request for info that a technician needs to report? Please let me know if I'm missing something. Cheers.
SDP6 Pass though authentication
Is it possible to setup passthough Authentication for active directory on version 6?
SDP Crashing Persistently
Version: 6.0.0 Build: 6006 DB: MYSQL Hi We are experiencing constant crashes (at least once a day, sometimes more) with SDP. We have to completely restart the server to get it functioning again. This initially happened on Windows 2000 Server SP4, we have since migrated SDP to a brand new server running Windows 2003 SP2 but we still have the same issue. We did not experience this issue when running Version 5507 on Windows XP. Please see attached log files & windows event viewer files taken from the
Turn off dynamic AD user creation
I noticed that in the release notes for hotfix 7002, SD+ is now set to create accounts for users that can authenticate against a domain (when AD authentication is turned on) but have no existing SD+ account. Is it possible to turn this off without turning off AD authentication? Due to the way we have SD+ configured we don't do AD imports as we are supporting 5 domains (which aren't all very tidy, and could have different users but with the same logins and/or email as the other domains) however I
SDP integration with Lotus Notes
SDP Version 6 (build 6014) Hi We are a Lotus Notes house, can you tell me whether SDP is able to integrate with Notes to fetch email & auto create tickets? Thanks Matt
Can Service Desk be intergrated with SAP finance system
I need to know if Service Desk can be intergrated with SAP and If the answer is yes. How? Choward
Request Creation - AD and e-mail fetch integration
Not sure if I've asked this before or dreamt it. It seems that if you e-mail a job into SDP the job is created with the e-mail address of the sending user and doesn't seem to tie in with AD users imported. Creating a job using the end user web application does tie to the AD user list as the user authenticates when they log in. Creating a request by the service desk on behalf of the user ends up with a mix of AD and email users as the list seems to be cross contaminated with the users that have e-mailed
Servide Desk License
Dear Sir, I want to understand price structure for Service Desk7 so pls contact us. B Soni Mob:+91-9825040880 Off:+91-79-26404570
Impossible to import AD users
I am a new user of Service Desk. When I try to import AD user data, it remains stuck at 0% and waits with no results. One time, I got 43%, but no users imported and it stuck at this level. It seems to connect correctly to the domain controller.
Assigned Workstations Issue
The way our organization is structured is that we have many departments in which our user base rotate and use multiple machines hence why we assign all workstations to departments instead of users. The client calls in and the analyst creates a new request, locates the client's name. In the asset field they do a search on 'Assets owned by the user's Department' and locates the asset/workstation they are working on. This entry is populated in the Asset field. The issue is that once the request is added
Creating Forms to be assiocated with Categories
Hi All, Is anyone aware on how to create a form that associates itself with a category, eg, for the category hardware, one needs to enter specific details in drop downs etc, so the requester view/form actually changes to fit specific details needed when a category is chosen. Thanks EN.
Part numbers
Is there any way to see the part number of a product on a PO? It seems strange that SDP allows you to key in a part number for a product but doesn't it allow to be shown on the PO as most vendors require their specific part number to be used for orders. Build 7005 Thx
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