Edit a technician in a catagory
Does anyone know how to edit the default technician in a category? Even when we select a different technician from the drop down, it defaults to the technician listed in the set up. I can't find where I need to go to change that. Any ideas?? Thanks!
Creating an audit disk
I was wondering if anyone knew if it's possible to manually audit a workstation? For example, is it possible to extract information from an off-line workstation using a USB key?
Summary in the Subject
Hello, I need that the summary information will be included in the subject. That means that if somebody change the subject we could maintain this information. Any idea? Thank you for your support Ghasem
ITIL Beta, sorry in wrong forum
We've downloaded the beta copy of SD+ ITIL and I've come across a few of things with software licenses. There may be a bug when giving a scanned software a minor version. I've tried this twice and both times I end up with the same thing. I loose all options for software licenses or allocating to a workstation. The only thing I see is an option to change type which only list database. 2nd thing I noticed is I ran a scan on my domain and it pulled in two copies of adobe acrobat. Version 7.0 and 7.0.9
Custom report on License quantities
We would like to produce a report on the total of each license that is scanned in the inventory eg. Windows 2000 Pro 23 Windows XP 5 Windows 2003 Server Standard 6 Adobe Acrobat 12 Office 2000 Pro 23 and so on ...... I think you get the gist. is this possible as it would be very useful for audting purposes. TIA Damian
6006: Scanning Workstations
Hi Just wanted to check how this works :). Say my first scan detects 50 workstations on the domain. If I scan a second time and only 40 workstations are detected, are these workstations (which were previously scanned) removed from the list? :)
Problem with installation
Hi I had SD+ installed and working ok. I then purchased ADmanager and was advised by my reseller that it was ok to install these two products on the same server. Once i did this neither product worked. I have uninstalled both and reinstalled SD+ as i need my helpdesk back! However, i cannot start sd+ server; i receive the following errors in the wrapper.log... INFO | jvm 1 | 2007/06/18 13:58:18 | Server Started. INFO | jvm 1 | 2007/06/18 13:58:18 | Please connect your client at http://localhost:8080
set a default value for the 'allocate to' and 'owner name' f
Is there a way to set a default value for the 'allocate to' and 'owner name' fields so that when I receive an item from a Purchase Order, the "Allocate To", and the "Owner Name" to are already filled in? Thanks, Carolyn
Saving Active Directory Import Settings
Is there anyway to save my settings for AD import so the automatic AD sync will import the correct users?
Category - Subcategory - Item selecting issues on upgrade
Hi, We have a support request in process but I thought another web-savvy customer might be able to respond faster :P We just upgraded to 6.008 /SQL 2005. I went through I nice test process and found that all of our data made it over unmolested. I was having no problems.... Then one of the team complained that they could not find or select any items in the Category list of a new or existing request. Existing requests that had been previously categorized were displaying "Select Category" on my teammate's
Contracts report
Hi. I need to create a report showing the renewed contracts. I saw that when I renew a contract, the new one is created with the word "renewed" at the end. Is there a field that links the expired contract and the renewed one ? Regards Fabrizio Version Servicedesk 6 bulid 6008
Service Desk Plus 5.5.0-5507 and registry keys
Hello!!! We are a company which uses Service Desk Plus 5.5.0-5507 in order to inventorying the PCs that the enterprise owns. These days, we have been upgrading some computers from Office 2000 to Office 2003 SBE. The problem is that, when we inventory these PCs, Service Desk Plus shows as if both Office 2000 and Office 2003 SBE were installed, which is a mistake due to only Office 2003 SBE is installed now. We think Service Desk Plus inventories the programs from a PC by looking registry keys on it.
Category changing in Requests
i have just added some more "Categories", "Sub-categories" and "Items" within the relevant section in the "Helpdesk Customiser". When i returned back to "All Requests", all of the category fields had changed to the same name (e.g. Connectivity). So that's all Open, On Hold and Closed requests we've ever raised changed to the same category. I've now got the difficult task of going through all 100+ requests and trying to remember which category they were originally set at. Has anyone else ever experienced
Notification Alarm
Hi, Is there any way to generate an alarm sound for an online operator when a new ticket is generated by a requester from the Web? Or any other notifications in the main page in addition to email and sms.
Business Rule Based on Category & Location
Good Day Folks, We are still trying to setup our trial version of SDP. We would like to have tickets routed to the different technicians based on the category and the location (i.e. John takes care of all hardware issues in Toronto so any tickets with category hardware and the User location Toronto get routed to John automatically.) Thanks for you help! Rob
script error
When I try to load our assets page, I get the following error: "A script on this page may be busy, or it may have stopped responding. You can stop the script now, or you can continue to see if the script will complete." There are two buttons below this that say, "stop script" and "continue." Does anyone know how I can fix this problem? Thanks!
Discussion Notes not showing up
We are having problems with users not being able to see Discussion Notes. If the Technician creates a Discussion Note and checks the box that says: "Show this notes to Requester also" the note will show up for the Requester. But, if on the next note the Technician creates - if he does not check that box the user will not be able to see any future Discussion Notes even if the Technician checks the box the following time. Is this a bug?
Request Template - Default?
Is there a way to have a Request Template be the default for all new Requests, rather than the user having to pick one? Right now the default are blank Subject and Description fields. I would like certain questions to appear in every New Request so the user has to answer them when submitting a request.
View all requests?
Is there a way for a user to be able to view the status of all requests without being a Technician?
Daily Backup & Tape Backup
How do we automate backing up the database daily, and then backing it up to tape?
Ticket reply notification issues
When I hit reply to a ticket while logged in with my technician account sometimes in the to field is addressed to helpdesk@ and sometimes it's the users email. When the addressee is helpdesk@ the user does not get an email notification of my reply. I can not seem to find a consistent pattern. It's not consistent per user either. Sometimes the first reply will be addressed to helpdesk@ and each subsequent ones are addressed correctly. On other tickets at the same time will be addressed correctly the
SDP6+ - Cannot Restore Backup
I am in the process of migrating my existing Service Desk 6008 to a new server. I created a backup of my database, installed SDP+ 6008 on the new server and ran the restoredb.bat file. I selected .data file and clicked okay. The CMD windows displays briefly then closes but the database does not restore on the new server. I called support hours ago but have not received a call back. Please HELP!!!!
Self Service Notification Rule Filter
Hi all, Im fighting with the Self Service notification rule and the filters. We have a public email address for our helpdesk system however only want self service notification rules to be sent out to our users on our domain not external email addresses that email the helpdesk. I have enabled the following rule however the self service notification is still sent to the user. Sender does not contain "mydomain.com" This should in theory not send the self service notification to any email address that
SD+ 6006 Crashing
Well, we have been live now for about a month and we've encountered a serious issue. For some reason or another SD+ service will randomly stop. I have yet to figure what triggers it but it's getting pretty redundant. In event viewer under application it does show servicedesk with a error but it just says, "There may be a configuration problem. Please check the logs." So I check the logs via SD+ but it's not really showing me anything indicating a problem. SD+ will go back online after a restart but
Report - sort within group?
I have a "Custom Report" that groups by Requestor. This report includes the status "Open, Closed...". I would like to have the contents of each requestor group to be sorted by the status so that all Open are together and all Closed are together. Normally quite easy in a SQL statement. Is there any way to do this using the custom report tool? Thanks Jerry
Trial Version
I just downloaded and installed the trial version. Afetr which I cannot find the start button and there does not seem to be any instructions on starting the software or how to use it. Perhaps it has not installed properly ? I have a Vista Home Premium Laptop for the trial.
Email Attachments - Missing
Hi, We are evaluating ServiceDesk plus to use for our customers to log calls with attachments that can be up to 50MB. I know it's alot but we use public folders at the moment and need to centralise requests and attachments. We currently use the support desk internally which is a great product and would like something similar for our external clients. However when receiving emails the attachments are stripped out but the request is created. Is there a setting somewhere to enable attachments and\or
Service Desk With Asset Manager Release
Hi Service Desk, We were promised an end of June release for the upgrade to include Asset Manager. Do you have a release date for this week? Staci
SDP Integration with Intranet
Hello: I would like to integrate the login to SDP with a corporate intranet we are going to deploy. Either SDP's AD-based login would be the gateway, and I would want to add pages behind that login. Or we have users login to the intranet and SDP is a link off of one of those pages -- passing authentication through to SDP. Is either of these scenarios possible? Thanks.
Time display
I have been looking at the settings and at the manual and cannot see where there is a place to change the time display from the 24-hour view to a 12-hour view. Is there a place to do this? Thanks
help me : approval function in service desk
1. When i use MS Outlook,approval mail of service desk show code link => i don't want to show ( in webpage don't show code link ) 2. Guest user account cannot use approval function Thanks Please send to email address : cathysgn@yahoo.com
Limiting the workstations to projects
Hi, We need the possibility to limit the list of workstations to each client while he/she wants to create a new request in the system. It means each client has access to only his workstations not the complete list. Thanks :?:
Reopening the ticket in servicedesk
Hi, Requester has a problem, He raised a request in servicedesk, Technician has addressed the request, and he entered the resolution and closed the ticketd, But requester has not satisfied, still he has the problem So requester is needed to reopen the ticket, HOW REQUESTER WILL REOPEN THE TICKET IN SERVICEDESK PLUS any feature is there or coming with this feature in releases, Regards, Venkat
Organization Locations - Do Anything
I see the Organization Locations, but does it do anything? There does not seems to be an option for it within Servicedesk for task creations, etc. Am I missing something? Thanks!
External users needing access to SD+
We have an external user wanting to gain access to our SD+ system. They already have a logon and password for on Active Directory for other purposes. Is there a way we can filter their view so they can see only their groups calls and disable the other default filters? Regards
Multi email addresses in Requester details
Can anyone tell me if it is possible to use more than one email address in a Requester's details. I've tried using ; and | and , but window pops up with "Invalid ID" message. Any ideas?
Unable to close request with attachments
i have a request open containing 9 attachments. i'm trying to enter a resolution in order to close it but it's not responding when i click on "Enter Resolution" in "Actions". Is this because its loaded with attachments (necessary to enable the technician to carry out their work)? If so, this needs to be looked at.
Linking requests
We have a situation where we would like to be able to associate a group of requests with one another. Is there a way to link or group requests to each other? My only idea for how to do this was to create a custom field with a "master" request number. If all the requests have this number in that field, I can link them. Thanks, Carolyn
Network/Domain Scanning Through Firewall
We have about 150 machines that we would like to schedule monthly scans on. They are all running Sygate personal firewall which i do not want to switch off everytime we want to scan the machines. What ports do i need to open to allow me to do this.
Can i translate messages to russian wich not translated?
Can i translate messages to russian wich not translated? SD v.6.0.0 For example When i log in as requester i see the text "I am having issues with..." and so .... Thank you Evgeniy
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