Notify technicians when unassigned request has reply
As above, is it possible to have SD notify the technicians who are members of a group that a request belongs to (but not assigned to a specific tech) and the requester replies to emails on that request. I am finding that I am replying to a requester to get more info for the call, but not picking up the call as another tech may end up working on it. It would be nice if there was an option to notify to technicians who are members of the group the call is in when a reply is sent to it. Thanks.
Threading has stopped working..
Ankit: We are using Version : 5.0.0, Build Number : 5000 for some time now. Until now threading worked very well (when ##ticket## was in the subject). Since a week or so, threading works intermittently. Inspite of including the ticket number in the subject line, a new ticket is created. Any ideas what could be happening? Also, if you let me know what does SD+ look for in the subject line or e-mail headers etc in the e-mail when it does a POP3 retrieval i get some basic debugging done. The only event
Migrate SD Linux -> Windows
Hello, I would like to know if it is possible to migrate my SD+ from a Linux to a Windows System. Linux: Red Hat Build 5507 Windows: 2003 server Build 5507 Thanks for help
Technician License difficulties
Hello, We are currently running service desk version 5.5.0 (build: 5503), upgraded during last year from version 4. We began with a 5 technician license and after good feedback we ordered a further 2 technician licenses. The extra 2 tech license was installed after the update to version 5.5.0 i went in yesterday to do some additional modification to the technicians but i cannot create any new techie's and if i remove techie rights from a user i cannot give them back (i get an error: only licensed
Wildcart in report
Hi, I failed to find if I can create a report and set the field values to a 'wildcart' I would like to create a report selecting a timeframe so from and to should be able to be selected on runtime and in our case a assigned to (also choosable when you run the report) That way when you run the report it would ask you somehow for start / end / assigned Is this possible? Thxs! Frans
mysql query
Hello, we are in the final stage of testing. Can we get table list with description of each table. That is only for main tables like workorder, table were requesters are stored, assets and other main tables. So we can make custom queries from SD+or from mysql gui. thnx
Barcode scanner/writer/ for asset & inventory Config Ite
Hello i posted a message last week which seem to have been deleted,i was asking for help or advise on what Barcode scanner/writer or reader to by which would be compatable our the Adventnet ManageEngine helpdesk tool,and how others use it,because we have to manually do a Inventory next month we would like to have some recommandations on what we could get that does the job, 2. We would like to know if we can change the field in Admin -tech-"cost per hour " to cost every 5 min on the phone with a user.we
Changing Column name on Report
Do you know if it is possible to change the description of columns in a custom report ?
Possibility of interfacing with other system
Hello We have an external helpdesk that take the phones calls of users having IT troubles. They send us emails listing the troubles, and our local team solve them. We are looking for a software that could integrate the emails automatically and create incidents, then the IT team could use the software to dispatch incidents, keep an history, etc... We don't need the users to use this soft, it would be only for the IT team. You software seems great, but i would like to know if there's a possibility
Request Filters
I have recently added some new Request Status's to SD+ and can't find a way in which to modify the filters on the request page to be able to show requests under the new status codes. Also this is affecting the Global View in the Home screen which doesn't seem to have an option to modify or display the new status codes in the table at the top left. Is there anything I can do to modify these things?
Reports not working
Hi there We have been running SD+ forabout a month now, but every time I try to run a report it tells me there is no data avalible. Is there a service or something we need to have running in order for the reports to work?
Request Filter view - can you customise
I have added a new status ie. Resolved. and would like to be able to select from the dropdown to view All requests in Resolved status. How can i do this. Thanks
mobile number displays in new request
Hi. I'm using SDP 4.1.0 Build Number 4108 and have imported users from AD. I've noticed that if a requester has a mobile number available, this number is displayed in a new request instead of the number in the "phone" field. However, if there is no mobile number, the phone number is displayed correctly. Has this issue been previously addressed? Thanks, Amy
AD Query
Hey Guys, I would like to produce a report using SD to query AD. I would like to pull out all details of user accounts on our network. I require, Name, Job Title, Telephone Numbers and department. Can anybody help? Maybe a SQL report? Cheers George
Consumable Management in SD 6.0
Dear Support, Can we have some solution to manage consumable (Such as Cartridges, Toner, etc.), because, the existing service desk we do not have any option to manage the consumables, the process as follows 1. Users from any department requesting consumable from IT Asset for their printer 2. Consumable are available in IT Store. 3. I have to issue the consumable for the same request. 4. Every month end i have to provide a report to finance for the consumable issued to each department. 5. some users
Search Vendor
Dear all, I plan to have, hundreds of vendor. How can I Search Vendor ? Regards, Flow
Problems connecting with linux PC
Hello, I have a problem scanning a linux server for the inventary. The message shown is : "Connection to RPC server in the workstation failed". I have set up a telnet session. I wonder which configuration parameters should I modify to find that server, or any alternatives in the protocols/ports to use. I've already followed these steps: admin -> network scan (with the address, user and password) Thanks all.
upgrade path
What is the upgrade path? we own a license for version Version : 5.5.0 and would like to upgrade to version 6 or a service desk that has the assetexplorer built in Is assetexplorer going to be part of servicedesk + ? can one upgrade version 5.50 to use asset explorer module? btw: mail sent to support@assetexplorer.com just bounces back
Re-Opening a request - Notification
Unless I am missing something, shouldn't the technician be notified if the ticket is re-opened?
Feature Requests For Service Desk
Hey Everyone, Here's a few features I'm wondering about and if they'll be in SD 6 or able to be added at some point. 1. Optional Notification Rules. For example, I'm in the IT group and we have the rules setup to email the requester when the ticket is closed. Another group, Logistics, does not want that option. Can this be added? 2. Optional ability for users to see their own tickets. This is sort of like the first rule. In our case, there may be times when confidential information entered into the
Creatin a PO number
I would like to use the PO creation in your SD+, we are already using the helpdesk and find it very useful. How can I create individual, incremental numbering when any text can be used in the field at present. Different departments use the PO database at present and I would imagine that it would be prefered to stay that way as it is not only used for IT equipment and a new process may just cause confusion if it were to be run alongside an existing system. Does the system at the moment check for duplicates?
Modify login screen question
Hello, I would like to modify the login screen extensively to better match my current web environment. I have looked for the html flies to modify, but I can not seem to locate them. Can someone help with this. I can find the .gif files and make modifications directly to the images, but I am really needing to modify the html code and make some modifications. Please help. If the html code is housed in the SQL database, then I would like to request an interface to make modifications. I am in the final
Logging into SD using current credentials
Hi there We use Active Directory and have setup SD to use AD authentication. Is it possible to remove the need for a user to enter their domain account details when logging into SD and for it to login using the current user credentials? Many thanks Tim
Downloading previous versions of SD+
Is there a location to download previous versions of service desk plus? I know that the updates are good, and I don't dispute it, but I need an old version to install on a new server. I need to download version 5501, which is the current version of my production server. Then I can do a backup/transfer on the production server to the new server; then I can do updates to the latest version on the new server and my current production will be a backup by default and eventually phased out. Thanks!
Problem After Update
Hello there again! I've recently updated to b 5507 ... and i've found the same problem i've had at previous build updates! The old Requests... the ones opened with previous builds ... appears now with HTML Tags ... For instance ... a request that should be : Hi! Having some problem with my Wireless Mouse! Is now seen as this : <p>Hi!</p><p>Having some problem with my Wireless Mouse!</p> Anyone knows why is this appening and how to fix this up ? Thank you!
Removed Software-Rescanned Machine-Software still shows
I removed a software package, deleted the folders, removed the reg key for the package, and checked the HKEY_LOCAL\...\Windows\Uninstall and it doesnt show up there either. But when I rescan the machine, not only does the history not reflect the removal of the software package, but it is still showing up in my scanned software as residing on the machine. Yes, I can just delete the software, but when I remove software from a workstation, shouldn't it be reflected by the next scan?
Reduce Number of License
The only thing I found in this forum for reducing the number of licenses purchased for a software product is in October 2005 where the solution is to delete the asset and recreate it. Please tell me that there is a better solution now. I simply want to change my number of licenses purchased from 18 to 14.
Attachments
Hi I`v got one more problem :). When i want to reply or send forward message from request form with attachment, requester (or other user) receiving this message without attached file. I`ve test it on different users an it`s the same. Only our mail administrators are able to receive correct message (with attachment). Regards Bart
Using DNS alias with ServiceDesk
I am trying to setup an alias for ServiceDesk so my users can access it by typing in helpdesk.domain.com. I have specified the alias information in the Service Desk software. I have also created a DNS Alias CNAME that points helpdesk.domain.com to servername.domain.com:8080. When I go into a browser, it will not bring up the ServiceDesk site. i believe the problem is with the port number on the end of the FQDN in my Alias record. How do I get around this so it automatically direct the user to the
Entering @ in IE7 does not work
When typing an @ in the description of a request (this is a "rich text" box), nothing happens. All other fields (plain text) are no problem. This problem occurs with IE7. Tested on different computers. Problem does not occur in Firefox or in Firefox IE Tab (a plugin). Not yet tested in IE6.
Business Rule Logic Breaks...
I have setup a business rule: IF 'Location' = 'Salt Lake City' AND 'Category' IS NOT 'Web Page Blocked' THEN route to 'Some Tech' If I create a ticket with the Location set to 'Salt Lake City', and choose a category other than 'Web Page Blocked', the request does not get routed to the tech specified (request remains 'Unassigned') Any ideas?
Error scanning workstation after changing it in other domain
Hello, I received this error with scanning a workstation: 'Either access denied for the user or the remote DCOM option might be disabled in the workstation' after adding it in another domain. It was succesfully scanned first in the old domain. (I changed the DCOM settings which I found in this platform, with no result.) At last I edit my workstation in the inventory, and changed by 'General Info' the old domain to the new domain. Now the scan succeeded. I thought that when I scan a workstation and
Chinese Big5 Language
Is there a chinese big5 language pack available? Or is there a way to trancelate it by my self? thanks
Automatic login
Hi, I have built an intranet which user log in with their AD username/password. We already had a small helpdesk system that I built, but I want to replace it with serviceDesk Plus, but I want to put a link in my intranet to the system but I don't want to ask user to log twice, once in the intranet and once in the serviceDesk application. Is there a way that I can pass the username password to the APP ? Thanks Patrick
Dynamic Active Directory Update
We are testing this to determine if we are going to us it. Question... Let's assume we import users from Active Directory and the import is successful. Tomorrow, I add another user to AD. Does HelpDesk automatically dynamically update the users in the HelpDesk software OR do you have to manually add the user in the HelpDesk software, assuming he/she will some day submit a service request?
Business rule overrides category technician
I have a business rule that assigns a technician based on location; however, I have a technician assigned specifically to a category, which seems to be overridden by the business rule.
Change image on Purchase Order
How do you change the image on the Purchase order? Ours has Acme Helpdesk. thanks Chuck
report on response time?
Hi All, i'd like to be able to set response targets, i.e. high priority calls should be responded to within 1 hr, medium within 4 hrs etc. Response times are a much better KPI than fix times don't you think? Anyway, is there a way I can first set the targets, and then generate a report to see what % of calls have met their fix time? (by week, month etc) My idea of a response would be either a reply to the requester via the job in SD, or a note being added, (Which i assume would trigger in the history)
Get Service Pack 5502
Dear, I want to get service pack 5502 of ServiceDesk, how to get it..? Thk's
Event Log option for All assets in SD+
Dear ServiceDesk-Support team, Is it a possible to activate Event Log option for All assets in SD+? Would be the best to know who from technicians (if they have FULL or EDIT inventory roles) did the changes in the assets fields, what was changed, when and why. For example, if asset is assigned to a new user/department, the information about the previous owner should stored in the BD. Thank you for your help and assistance
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