SSL Access
I want to use Service desk over a secure connection (https) and want to know if i have to get a third party certificate? and if i do, how do i configure it? thanks Karl
Web Form Questions
I need to see if anyone knows how to use an xml web page to submit requests. I really don't want the requesters to be able to change priority because every request will be High and not normal. I would rather the requester state that they need this to be a high priority in the notes. Also, I need to know how to selectively send user surveys out because we have repeat offenders that put in requests and they get miffed that we send them a user survey. Thanks, Ed.
View groups with ease
Is there a way to view requests by group easier than searching. I'd like to just click a dropdown and see the requests qued for a group
Deleting Reports
I need help with deleting reports listed under the Report Tab and the tab called My Reports - we have a technician that created these reports but he nor being logged in as an adminstrator will allow you to delete the reports.
Can not send Notifications
We are evaluating the software and everytime we try to send a notification, it fails with the following two entries in the support log. Exception while trying to send notification for Request ID : 5 Mail sending failed. and Exception while trying to send notification for Request ID : 5 Null We have tried using two different mail servers (1 internal and 1 external) but they both end up with the same error.
Formatting of html (rtf) replies
We are accepting html emails into servicedesk. These appear fine within the request window. However if we send a reply the original quoted email is reformatted and an additional carriage return is being entered for each existing carriage return. is there anything we can do to prevent this?
Requester Additional Fields
We have updated our site list to add a new location then saved. However when we try & log a call the site doesn't show up. I've logged out, shutdown I.E. & logged back in, but the site still doesn't show.
Migrate existing Data from MYSQL to MS-SQL
Hi There, I'm trying to figure out how to migrate my data from MYSQL to MS-SQL. Unfortunately I was unable to find a doc on how to do it. Creating a new database was easy, but how do i migrate my existing data ? Regards John
Search in Solutions not returning results
I've been using Service Desk for almost two years now and after the recent upgrade to 6003, search capabilities in Solutions do not return results. I've even tested by entering information in the new keyword field - still no results returned.
Summary report problem
Custom Summary report for inventory does not work in 6004. I see blank screen after go to Report wizard.
Unable to Delete Custom Reports
Hello Everyone, I have an interesting problem. There are two reports that we created that we are unable to delete. I have attached a screenshot also. Does anyone know how to delete them? I running SD 6 version 6004. Thanks! Eric
Requesters - can they be exported and re-imported?
We have a number of requesters (200+) that have had the format of their email changed from a.smith@ to alan.smith@. Now when each one sends an email request in it is opening up a new account for them. Can we export the requesters list (non AD) amend them and then re-import them before we get too many duplicated accounts. Also, what happens to any requests that have been created under the new address when the old requester entry is updated with the new format and the spare requester account deleted?
Customising notifications
At the moment I can customise notifications with a signature, adding $Technician to the end but I would like to add the technician's job title. Is it possible to create additional variables for inclusion? Or maybe I'm just missing something!
REQUEST: Ability to view Sub-Categories when viewing request
Pre SD6, we were able to view subcategories as it didn't separate categories and sub categories. I very much prefer keeping them the same as they were rather than separating them, but if they must be separated, I would like to at least have the option to view by subcategories. We have many offices by which we categorize, and I like to be able to view those offices (subcategories) grouped together when I am getting ready to go on site. Thanks, Derek
port number for Mysql database?
I�m trying to set up Navicat so I can manage the MySQL database for ServiceDesk. I�m having trouble connecting to it. What is the correct port number to use? I'm sure that whoever set up ServiceDesk probably used the default port number. Thanks!
ServiceDesk plus-notification option
I am trying to do this. I am setting up the notification rules so when some specific requests are assigned to some techniccias, the whole request inlcuding attachments is forwarded to the technician. I am using the notification rules but it seem the e-mail notiofication cannot include the attachments in the request.
Unable to view Scanned software under Inventory
Can anyone help I am trying to view the Scanned software page under Inventory and I am just getting the page that I have pasted into the below Word document. I have tried clearing my cache but problem still persists., At first I thought it was an issue with IE7 but I have also tried it with IE6 and get the same problem.
What ports have to be opend on a firewall
I'm trying to do a domain scan for workstations. I'm running into a problem. We use firewall on our laptops that is blocking access. The message is "Connection to RPC server in the workstation failed. ". If I disable the firewall, the scan is successful. Please let me know what ports must be opened in order to get a successful scan. TIA. Hank Arnold
Send mail when closing request
Is it possible to send an email to technicians when a request is closed? I cant find a way to do it. Omar
Millenium bug?
When doing "add time entry" to request, time and year shows correctly. But "executed time" will show 1.1.1970? See in image. Client language is Finnish.
Install using SQL
Does anyone have solid directions on the steps to install ServiceDesk Plus using SQL 2000? I want to house the database on a cluster for redundancy and speed.
Change the title of browser??
Hi all How can I change the title of browser from default "AdventNet..." to my own text such az "HelpDesk" ???
SD6+ technician as administrator
We have the 4 technician version. I want one of the tech.'s to be able to have administrator access to SD+. When I try to select "Enable Login for this Technician" the SD+ wants me to give the user a password. I want the SD+ to use the AD credentials for that technician. When I click "Enable Administrator Privileges for this Technician" I do not have the ability to use the AD credentials. How do I make a technician administrator for the SD+
BUG REPORT : Solutions module ... solutions without topics.
Good morning, we have service desk 6003 installed running to a SQL 2005 database server. currently any solution categories that have no actual solutions assigned to them (ie the solution count is 0) display all the solutions for all solution categories. i hope this makes sense as it is a serious issue for us with over 2000 solutions you can imagine the load time on these pages. regards, Daniel.
port number for Mysql database?
I�m trying to set up Navicat so I can manage the MySQL database for ServiceDesk. I�m having trouble connecting to it. What is the correct port number to use? I'm sure that whoever set up ServiceDesk probably used the default port number. Thanks!
Time Spent Report amount sum not adding up correctly
When running a Time Spent Report the Amount sum does not add up correctly in some cases. It seems to be off by a few cents higher or lower.
General failure when importing from AD
Hi, i want to import requesters from AD, but i get a message saying: "General failure while performing the operation" What can be wrong? Jeroen
SD+ installation: remote MSSQL 2005 in seperate instance?
Hi, we are currently installing SD+ on a debian linux machine. i have questions about this: 1) if I download SD+ from the site now, is this already the latest 6003 version? 2) we want to install SD+ on linux and install the database on a remote x64 MSSQL 2005 server instead of MySql locally. However I cannot get it to connect to the database. We have created a seperate instance for the servicedesk database and want to connect to this. In my opinion I have to choose both the servername and the instance
Domain Scan - Workstations already exist so no data collecte
I have manually added 75 workstations along with 5 assets attached to each of those workstations. When I run a domain scan it only brings in new workstations and their details, ie the hardware/software info etc... When I do a manual scan of the existing workstations it succeeds but does not pull any of the hardware/software info, but If I delete the workstation it grabs all the info about the machine.... This is fine but if I delete all the workstations I loose all my assets I have attached to the
Converting from SQL 2000 to SQL Server 2005 64 Bits
Hi guys!! Is this possible, to move the bd from a running sql server 2000 to sql server 2005 64 bits? If it is, then, maybe i did something wrong, bcause i can't manage to put it work! Can you give give me a help on that plz? Thanks
Customizing Login Page
Is it possible to customize the login page, we would like to create a very simple login page with our logo and company colors.
The question from a new user
Hello everybody! I am new to the site forums.adventnet.com Could anyone, please, advise if there is a lot of spam and unscrupulous advertising. Can I trust all this information, which is present at this forum? Sorry for stupid questions, I just really want know which information I should trust or even pay attention.
associate requests to one another
Is there a way to associate requests to one another? For example, if you want three separate requests done during the same service visit. I thought of making custom text fields, but that seems like it would create difficulties when using these fields for reporting. Thanks!
Graphic on reports
How can I make my company logo appear on my reports? Thanks! Carolyn
MSSQL and SDP6 start up
My issue with MSSQL and SDP6 was down to the wrong port for SQL. I used netstat to see what port were in use and work it out from there. The port i found worked was TCP 1101. Now works like it should. :D
Domain tracking???
Hi all In my network there are several domain , but only one of them use servicedesk, sometimes I found other domains in "Log on To" combo box that I should delete them. how can I stop domain tracking ??
Two instances of SD+ on the same server. Possible?
I want to know if it is possible to have two instances of SD+ on the same server and have them act as different systems. The reasoning behind this is because we have another department in this company that would like to use the service desk product and we don't want them in our database. Is it possible to put service desk on a server twice? If not, is it possible for the same service desk to use two different databases? We are willing to buy extra licenses to accomidate this if it is possible. Thanks!
Business Rules + Notification
Hi, I have a group called Support, where i have 3 techs assigned to it. Also I have that the 3 techs are notified when a request is added to the group, and 1 of them notified if the request is left unpicked for more than 1 day. Then I have a business rule, that the condition is that when the category is "Other", the request is added to the Support group. A new request is entered with the category "Other". The business rule works, because i can see loggin as 1 of the techs, that the request has Support
Create a link in new solution???
Hi all How can I create a new solution to open a new link such as test.htm (the test.htm is a file on my servicedesk server )... Where should I place my test.htm file (on server running servicedesk)???? thanks :roll:
ServiceDesk Plus Training in US - New and Improved
We are planning to for ServiceDesk Plus training sessions in the US starting from the second week of May, 07. This training session will capture all the features in the latest version- ServiceDesk Plus 6. In our previous trainings, we shared the best practices in implementing an effective IT helpdesk using ServiceDesk Plus. You had to go back and implement all the best practices all by yourself in your environment. New and Improved: We'll implement the helpdesk for you - ServiceDesk Plus Experts
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