Viewing Resolution
Hi, Is it possible to get RESOLUTION entered by Technician while generating Reports Thanx MG.
Display Deparment on Requests List Page
HI Is it possible to display the deparment name on the Request list page. I know its displayed when viewing a request, but we need to display it when listing all our requests. If its not a option, is thre a HTML work around? Our company really needs this option. Thanks
Difference Between Asset and Product
Hi, What is the difference an Asset and a Product? When I use the Purchase module, it will only let me order an Asset. So, how do I use a Product? Thanks! Brian
6011: Editing Notes Bug
Hi Noticed on a few requests now (6011 and below), when I go to edit an existing note, a blank "white" window appears (no data). Anyone else notice this? :)
Install Service Desk Plus 7 with MSSQL
hi I cannot succeed installing service desk plus 7 with MSSQL. The installaton went fine but no db has been created. Here is the content of the dblog.txt file C:\WINDOWS\system32>set wdir=C:\WINDOWS\system32 C:\WINDOWS\system32>set PRO_HOME=C:\AdventNet\ME\ServiceDesk C:\WINDOWS\system32>set DB=mssql C:\WINDOWS\system32>set DB_HOST=localhost C:\WINDOWS\system32>set DB_PORT=1433 C:\WINDOWS\system32>set DB_NAME=domainName\administrator C:\WINDOWS\system32>set DB_PASSWD=xxxxxxx C:\WINDOWS\system32>if
Problems upgrading from verion 6000 to 6008
I've just gotten SD+ 6.0 to install on my server and it's working fine. However, when I tried to apply the hotfix 6008, I stuck at the screen below for long time without going any further. Could anyone assist?
Software deleted from Workstation in ServiceDesk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Notification e-mails
Hi, In version 7 Beta when you create incidents and services you can let send notification to the requester. These rules are not adjustable, is it somehow possible in future that we self can do adjustments? Here example what our company is doing; Request of service � Requester creates Service requests � Manager department gets mail to approve this request. � When requests is approved the department who can do this request takes it up. � If Manager not approves the request the requester gets mail
Purchasing additional nodes and explanation of a node
Have just installed the trial version and have run into the 200 node limit but have over 600 assets imported
Deparment as Required field
Hi, How do I configure SDP so that a "Deparment" is a required field when creating a request? Thanks
SMS
Support: Is the way SMS sent in ServiceDesk Plus different from the way SMS is sent by OpManager? I noticed that you don't have in the admin tab a way to configure the SMS server. Does this mean you don't need a GSM Modem? Mon Aguilar
error when configuring mail server: incoming email
Hi folks, I'm setting up a relatively new installation of ServiceDesk+ 6, build 6011 (already had data in the system or I would have went with version 7). Anyhow I'm trying to setup the mail server settings for incoming mail. outgoing mail works fine. Our email server is Exchange 2003, I setup the incoming settings for imap, with an account created just for service desk, and previously initialized via an outlook session (so I know the credentials are valid and the email works outside the system).
Accidentally deleted Robo technician
Hi, I accidentally deleted the Robo Technician account . How do I restore it? Kaare
Merging reports
Hello, I was just wonderign if it possible to merge two reports into one large report?
SDP 7.0 Enterprise - Bug, cosmetic only
Just been in the Asset Groups section, when adding a group some of the titles have white text on a white background, they're there but you can only see them by highlighting them Windows Vista Firefox 2.0.0.2
Bug in all versions of SDP
There is a serious bug in all versions of SDP that put on risk the Solutions Module. For example: If you add a topic of solution in root topic and inserts @#$% you will deface the solutions module. All versions of SDP is affected by this security hole. Thanks for your attention and Regards. Ren�
ServiceDesk crashes everyday at the same time.
Hi, I'm having a strange problem with ServiceDesk, and I've been having it since build 6003. ServiceDesk (once a day) will unexpectedly shutdown and I'm unable to restart it. They only way to bring it back up is to restart the server, which I would like to avoid. I'm currently using build 6008 and I'm hesitate to upgrade, unless it clearly stated on the build description that it will fix unexpected shutdown of ServiceDesk. Listed below, are Windows 2003 Event Log error regarding my issue: Source:
Software Reports off Network Scan
I am trying to Find a report in SD that will show all managed software and the system that it is installed on. I can not find this feature. Am I just missing it or is that not a report that can be run? Thanks
Windows Vista
Will the network scan work for scanning windows vista computers? Or is this av feature that is being worked on as we speak? If it's not working already, when can we expect it to be working?
ROLES
I am happy for an SDGuest to be used for all requesters, but a requester must be able to research and ask for an asset to be bought - i.e. a PO. So when I went to ROLES and looked at SDGUEST I tried to add PURCHASE to this and of course it is set to READ Only, I can understand why it can't be deleted, but we woudl have to ask the Requester to submit a request, then a technician would have to translate the request into a PO. When infact the User raises the PO for approval by the technician. In a society
Tracking conversations
Hi, Is it possible to set SD+ to automatically track email replies from customers to a request into the conversations part of the request within the ticket? - in a similar fashion to the way in which it tracks any emails sent from within the request ticket. Also I do not really want people to be able to raise a request automatically by email, is there a way in which this can be stopped without affecting the other incoming emails? For Information; I have attempted to do this by enabling the mail fetching
vrsion 7 upgrade
I just want to make sure there is a upgrade path for version from 6.x and using mssql?
Version 7?
I've been like a coiled spring all week! Seriously though any update would be appreciated as we have purchased service desk 3 weeks ago and I've been holding off installing it until version 7 comes out. Any information would be appreciated.
Importing Requestors from CSV
I already have requestors created in SD Plus and I would like to import additional users from a CSV file. In Step 3 of the Import Wizard, it states that "Existing data will be overwritten and new data will be added." Does this mean that all of my existing users will be overwritten? Or does it simply mean that if I have an existing user with the same login name, that particular user will be overwritten? Is there any way to export existing requestor information so that I can easily compare my potential
Can I get an auto responder for emailed requests?
Currently we have the system configured to automatically assign all incoming email requests to a technician in the system. What I would like to do, but haven't yet found a way to do, is to reply to the sender of the message with a blurb that says your ticket has been assigned to X, your ticket number is XXX so that they can track it on their end?
Help Desk Standard Edition
Hi Good news that the version 7 is going to be released. Would you be releasing the Standard Edition of the Helpdesk system PJS
Time spent not showing up on Requesters screen
Is there a way to make it so a requester can view the time spent information on the request? As it is now only the technician's can view the time spent information. The requesters are able to view the resolution but not the time spent. It doe not show up at the bottom of the request. Please advise. I included a screen capture to show what I am missing.
SLA escalation before resolution time elapse
I would like to setup a SLA where a resolution time is 5 days, but would like to escalate 2 days before. How would I setup SLA using escalate before 2 days? There is also a similar setup for SLA where a matching request should be resolved within 1 day; however, need to escalate within 1/2 hour, i.e. setup escalation before 23 1/2 hours.
New Builds - Notification?
Hi, Can we be notified somehow when new builds are released?
can't send mail from advent net to users
action fails when sending mail from advent net to user. all provided solution not working.
"Bulk" assigment of Assets
SD+ ver. 6010: Is it possible to make a Batch-assigment of Assets to e.g. a department? - As far as I can see you have to assign each Asset individually.
Expiring (Disposing of) Assets and-or workstations
What are people doing in SD+ as far as getting rid of equipment? Are you just deleting the assets and/or workstations, or maybe assigning them to a department code (maybe call it "Expired" or "Donated" or something)??? I started using this tool just to invnetory computers, but now I'm trying to really keep good track of all hardware...
Need to Delegate Access Level Role for Requesters Module
ServiceDesk Development, We would like to see additional roles added that address Access Levels for the Users module. We need the ability to delegate control to some technicians, such as Helpdesk personnel Tier1 support, the ability to modify details of users profiles. Currently the only role is SDAdmin that has the ability to edit users and this is not an option to grant some or all users this access level just to change a users phone number or address. Thanks --Pete
Modify Closed Request Date
Advent ServiceDesk Support, Is the there a way to go back on a closed request and change the closed date? This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved. Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option
Edirectory Authentication?
I recall requesting Novell eDirectory Authentication in 2005 and it was stated that it would be available very soon. Is this available or will it be soon? Will the new Robo Technician work with resetting passwords in eDirectory as it does in Active Directory?
400 Bad request after updating to 6010 HELP!!
After upgrading from 6008 to 6010 im getting 400 bad request when trying to access the site. I can telnet to the port that the webserver is running on however thats it. There does not seem to be anything in the event log that would indicate an error. Need to get this sorted asap. Thanks Brett
PLEASE give me a Picklist in search for a solution
I have lost count on the number of times I have asked for a soltion picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Re-post due to no answer...PICKLIST PLEASE for call closure
I have lost count on the number of times I have asked for a solution picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Tab "My Details"
Hi, I have created manual roles for technicians but when i do this the technician is missing "My Details" in there profiel. The SDGuest has this and could if wanted update there profile. Is it not beter to give all the roles this info, as a technician is also a employe. I have tested to give tech the SDGuest and also the Technician role but that tab is not add in his profile. Second is why should guest user can update there profile as AD has the main info. If employe is moving to other department
Inactive Status
Hi all, I Can inactive a status in service desk? How i can do it? build 6010 Fabrizio
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