TEMPLATES
Any way to assign templates by departament or user?... mandatory fields depending the requester or departament?
Inventory Asset linking question
hi i am planning on keeping track of my various mobile devices using the asset section of SD+, i often swap simcards from one device to another so i thought about creating a hardware section for the actual device and then another asset entry for the simcard with phone number is there any way to link these 2 entries? this should not be hardcoded as devices often change but sim card numbers remain the same, the only way i can currently see is to make the actual device (mobile, blackberry) a workstation
By-pass the Logon Page
Is it possible to by-pass the logon page? Either by way of using the active directory authentication option or using a generic logon account for all users BUT the tech's and admin account? Our concern is that we do not want users to have to logon to place a service request. I understand there is the option to 'remember password' but even that is enough to make our users shy away from this tool (we are an agriculture company, ie. farmers and old people - so that may help you understand the mindset
Correct order to upgrade and migrate
I have the ServiceDesk+ v 5.5.0 B 5507 running on serverA, I want to migrate the system to serverB and at the same time I also want to upgrade to version 6 and also migrate the database to SQL server. I have seen the instructions posted for the SQL server migration, however I am not sure which order I should complete the above tasks in... i.e. Upgrade to 6, convert to SQL then migrate to new server; or install 5.5 on new server, restore data, upgrade to 6, migrate to SQL Can anyone please make a
Upgrade to V6 and MSSQL
Where do I get instructions on how to upgrade to V6 from 5507 and migrate to MSSQL from MYSQL?
Slecting Category will not show the sub-categories
Hi, in SD6+. when i select a category it will not show me the sub-categories. why is that??? I configured the sub-categories. Jeroen
SD+ 6.0 Data-Modell & Some Feature Requests
Hi everybody, first of all i want to leave a few good words for the development-team. We have upgraded to 6.0 today and you are providing many great new features. Good Job. The main Question for this Post is about the Tables used in 6.0. I checked these and found many changes. Is it possible to have some kind of Data-Modell or a description of the tables? And - some Feature Requests which i mentioned earlier in this Forum but have not been implemented in the 6.0 Release. I would kindly ask you to
Letter in request
I work Internet Explorer with polish user who use the letter: ę ł ż The transaltion into the description on a request is blank. There is a solution to keep this letter into the content on the request??? Mario
Adding workstations as assets
Maybe i'm missing something but do you add each of the scanned workstations as assets so we can enter their lease details ?? regards - glen schaefer
System Logs Configuration
Hi, It's my 2nd day with Service Desk Pro. When I imported AD I got 2 errors. The system log shows no entries. How do I turn the system log on or alter the logging level detail? Many thanks, Andy :?
Would like a reference from current user of this product
Hello I have been looking at this product and am very interested. Even had a technical phone call with a few of the engineers at AdventNet. My next step is to get a reference from someone who currently uses the SD+ product in a live environment. It would be a big bonus if it's being used in the Hotel/Restaurant industry, but not required. I will have 3 technicians using it, 2 at the admin level, 1 at the support level. We have several sites connected via VPN, and will add more sites in the future.
Trouble with Migration to MSSQL-Version
I have tried to migrate to the MSSQL-Version as described in your Postings here but i can't get the SD running after the migration. There's no error-message at all. The Service is running but the webpage is not comming up. I checked the Database on the MSSQL-Server and it seems that some Tables are missing. For examle - i can't found any Table called WORKORDER which is essential i think. We have switched back to the MySQL-Version for now. But maybe somebody can help us to solve this problem. My Migration
Can you create a New Request for an Asset
Hi I know you can create a new request for a Workstation which a user can create for themselves. Is it possible for users to create a request for items such as network printers, photocopiers etc which are used by departments and do not belong to any one owner. I would like these types of equipement to be avaialbe for users to create requests for themselves. At the moment i have created a product type called photocopier which contains 4 copiers, these do not belong to any one person or department,
Migration from MYSQL to SQLServer for the V6
Hi all! How can i migrate my DB from the MYSQL to the SQL Server? Is there any procedure, or any trick to do that? If there is one, plesse tell me what it is... Thanks for the support in advanced
AD scheduled scan
Hi again, This is about the scheduled Active Directory scan of requesters. Thank you for this feature, it was much needed. A question though - what is the exact time of the scan - the time when the option was activated or some other time? Is there any possibility to adjust this? Maybe modifying in the database ? Gabi.
Requester doing reports
Hi, If I understood correctly a requester could be permitted to generate reports if it is associated with the SDReport role. Here is the description of SDReport: "This is a mandatory role for ServiceDesk product which when associated to a technicians/requesters allows him/her generate reports. Hence it cannot be edited or deleted. The question is: how would one go about doing that association? Because editing the requester does not show any option related to that. Thanks. Gabi.
Automate Workstation to User?
Is there a way to incorporate a script to automatically detect a user assigned to a workstation and post that information in Service Desk Plus? Right now you can import each separately, but is there a way to link both together?
Buisness rules in ver.6
Greetings There is a problem with polish ver. of sd6 final. When language is set to default browser (polish), conditions in business rules are not visible and browser displays error nr 901. In english ver everything is fine. Regards Bart
Solution
Hi! Is there any plan to have separate solutions for each department? For example we are more then one department using HelpDesk and we have some internal solutions that we don't want to others to see them. Is it possible to have some sort of permissions ? I hope that you understand what I mean BR Melii
Implementation of Problem Management in upcoming release?
Hi y'all, Is it possible to get a clear confirmation from AdventNet, that Problem Management _will_ be included in the next release (end of June)? If yes, could someone please either explain to me or direct me to material than explains how Problem Management is implemented in the ServiceDesk? Thanks a lot in advance. Best regards, Novaree/Casper Helenius, Denmark
Workstation (View)
Hi, Is it possible to add the ServiceTag to the screen below. Instead of selecting edit workstation to get to this information. I know we can also get access to it in the table view. But when we enter a Workstation name and go directly to the workstation spec page. It would be helpfull to have this details on the page. Regards Peter
Notes to Workstations?
Is there a way for me to add notes to a workstation without adding a request? Sometimes we do maintenance, etc. that was unscheduled or a repair and it would be nice if we could just add notes on the occasion rather than filing a whole work order for the process. David.
Automatic Scan for users In Active Directory
Is there a way to have Servicedesk Plus automatically got out and scan AD for any new users?
SD+6 Categories
Glad to see that if you run a report and filter on the main category, it includes all subcategories. However, I can't seem to figure out how to run a report ONLY on a sub-category. Am I missing something? Thanks, Christian
ServiceDesk Plus 6.0 Release
Is the scheduled 6.0 release still going to take place on time this week? Will you be publishing the proper upgrade method for moving from 5.5 to 6.0 (especially if one is moving from mysql to mssql)? Will you provide a new database schema for the new 6.0 release? Thank you. Justin
Query Report - Workstations and Associated Assets
Hello, I searched for this and couldn't find it. Does anyone have a query report that displays all workstations with their associated assets? Also, is there a repository anywhere of query reports that have been created by the community? If not there should be (hint, hint). Thanks for any help with this query.
Custominsing the Open Requests page
Hi gang. I would like to see the Request ID # when I look at the Open Requests page. I know you can filter to see which requests are open / closed etc. But to me the title is of little significance, i would rather see the request id. Is this possible? Cheers.
Does the system not recognise double names???
Hello, we are working with SD+,we�have one question how does the system recognise an already known customer/User becasue we have alot of users in the system doubled and we would like the system to recognise that this User already exist. can you please help,thanks
SD+6 . See all requests for the department
Hello I set 2 users in same department. Where I allow to see all requests for the department? Greg
SD+6 - custom views
I'm currently testing SD+6 and awaiting the full release (the end of this month?) and am a bit lost on the feature of custom views. I've created a new custom view to show certain requests. But how do i set the login to actually use this view? Maybe i'm just being a bit slow, but i cant see an option to use this view?
Asset Explorer in SD+
Will Asset Explorer be client/server based or is it the usual open up multiple services and ports on a PC for it to scan and have it not work most of the time? I would prefer a client that would talk back to the server instead of opening vulnerable services and ports. Any update?
HelpDesk Website
Okay, here is my problem. I have Service Desk Plus installed on my server and I would like to create a web address (i.e. helpdesk.sierracouriers.net) to point to the logon screen for service desk. Instead of the user having to type the server name and port number to get the logon screen. Is there a way that this can happen or not? Thanks.
Fill in automatically incidents with email body contents ??
Hello We receive emails from our call centre, all at the same text format. In the body of these emails, there are different info, incident number, callers name, etc.. Is it possible to have SD read inside the body and automatically fill in the incident. E.g. all incident number are written after a tag "incident number" followed by the actual number. I'd like to get this number and put it in a predefined text box in the SD incident... Same for the rest of the information. Thank you, this is very important
SMS using Clickatell
Has anybody successfully used Clickatell as their SMS portal on ServiceDesk? We use it successfully with ServersCheck, but it requires a username and password and on SD+ I think we can only supply username/account? Has anyone had success please? Thanks
Problems of formatting the sent e-mail
Hello, Why is happening this with the e-mail automatic of return to the user????? 14-Dec-2005 16:34Normal Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_5_27454143.1134585291087" ------=_Part_5_27454143.1134585291087 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit <DIV id=editDiv style="PADDING-RIGHT: 3px; PADDING-LEFT: 3px; FONT-SIZE: 11px; PADDING-BOTTOM: 3px; PADDING-TOP: 3px; FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif">Dear Fernando Covello,
AD Pass-Through Authentication?
Is it possible to configure service desk to pass-through an active directory authentication to avoid users having to enter a username and password to login to service desk to place a service request? Thanks
SD+ won't delete Mails from the mailbox via POP
For some reason, SD+ won't delete e-mails in the mailbox while fetching them. We're using Novell GroupWise 7.0 along with ServiceDesk Plus 5507. Is anyone able to help us? Thanks a lot!
Problem Assigning a new asset to a department
Hey gang. We have been busily creating and assigning new assets to users. All is going good. We even have some assets assigned to departments - all good. However sometime between Dec 06 and Jan 07 a problem has developed whereby on the NEW ASSET form, when we select the "Allocate To" pull down and select DEPARTMENT....the "Owner Name" never populates. We can select users or workstations with no hassles (just a small delay while it populates which is fine). If we try the same thing on a workstation
"Windows Domain Scan" Problem
Hi When I run "windows domain scan" it doesn't fully detect all OU's within AD. For instance, it is only showing 4 out of 7 OU's within Domain Workstations. Any ideas? :)
"Network Scan" Problem
Hi When running scans on different subnets, I am finding after a while (maybe 30 sec - 1 min) that the page goes blank with "cannot find server" in the title bar. Any ideas what might be causing this? Pressing F5 reloads the "scanning" page but scanning stops on 0/254. I have run individual scans which work but not when the subnet is selected in network scan :(. :)
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