Workstation is asset question.
Hi, we currently have a situation whereby we purchase PC's as packages with the monitor, keyboard and mouse all included. in this scenario the workstation is the asset (ie the workstation does not have an asset added). is there a nice way to reflect this scenario in DA+ ? regards, Daniel.
Technician notifications
Hi Support, I have all notification emails in rich text format (HTML). Whenever we received notification emails for unpicked tickets in a group, the email received is unreadable. It looks like the HTML formatting is broken/lost. We are using outlook 2003. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_9_24544119.1162881120819" ------=_Part_9_24544119.1162881120819 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable ****************** Action
Access to MY SQL tables
I'd like to be able to clear one of the tables in SQL since the AD sync brought over department names that I don't want. There are 502 records and I started deleting them through the app, but it's taking way too long. What is the password to attach to the SQL tables?
Add Notes notification email
Hi, Whenever I add a note (Actions -> Add Notes) and select the "E-mail the technician for notes addition" option, an email with the header and subject below will be generated: =============== From: Helpdesk [mailto:helpdesk@abc.com] Sent: Tuesday, November 07, 2006 4:26 PM To: Jones, Alan Subject: Notes has been added to the request with Request ID :##11## =============== All the customized templates in the Notification Rules have been customized to our preferred format and layout. The above is
CPU Contention Problems with MS Report Server
Our installation is having contention problems with AdventNet Service Desk and Reporting Services. I cannot Start the Report Server as a service on the same server as AdventNet because the CPU starts running at almost 100%. This causes Service Desk to lock up and I have to stop the Report Server and restart Service Desk before it clears up again. Has anyone else had this problem in the past? Thanks! dyb
Symbol in requests after upgrade to 5507
After my upgrate to 5507 I get the symbol � in my open requests. Please assist
Query - group and login
Hi everyone, I need a query that gives me the following information: Request ID, Technician, Status, Created Time, Completed Time, Login and group. Tks a lot, Thaiz Cabral
Due Date
Hi, Can i know how the Due Date is set automatically on Requests. Manesh
Query
Hi I need a Query to do the following Sorted by Company, Request ID, Title, From Time, To Time, Time Spent, Assigned Technician, Resolution, Description
Cant see tables from crystal connection
Hie I have succesfully setup my ODBC connection. I have tested the connection and am getting TEST OK. From Crystal when i try to create a report. I go through ODBC (RDO) then select make a new connection, then select servicedeskplus and enter root for the user. My problem is that i cant see any servicedeskplus tables. I can only see the mysql database and no more. What else should i do to get access to the servicedeskplus database and table I have attached a screenshot of my connections. regards
Expired trial, licence installation
We installed the 30 day trial 30 days ago and have just purchased and received a licence. It would appear that I was just a bit too late in installing the licence as ServiceDesk has appeared to just stop, ie the page just does not display. So does the 30 day trial just stop working after the 30 days, and if so can I install the licence some way so that the modifications and data already input are not lost? Thanks
I want to create script Sales Tax
Hi, I want to create script Sales Tax in software HelpDesk . Sales Tax 10% of cost .what do you do ? Help me.
Cannot close workorders
I am using ServiceDesk Plus version 5.5.0. I am having issues with closing work orders. Once the work order has been closed it will "magically" reopen. It doesn't happen to just one technician but all of them (six). Any ideas as to why or anything I should look for in my setup?
Help with query - Requests
Hi, I need a query that gives me the following information: Request ID, Technician, Status, Created Time, Completed Time, Login and group. Tks, Thaiz Cabral
Service Desk Plus SMS Configuration
Hi any body knows how to configure SMS provider in Service Desk Plus , as I find only a configuration for POP and SMTP only in the Admin page
request form customizer: additional field order???
I create some additional field, but they are ordered (shown) in... I don't understand what order. Alphabetic? no. Insert order? no. configuration wizard - request additional field order? uhm... no. Can I change (and how) the order in the form? thank you. Rakk
Workstation Additional Fields
Hi, i add a additional field to the workstation because we have a internal serial number for hardware (ex BUEDC0001). The question is how can i see this field in the inventory??? Besides Workstation, Model, Domain,OS,Assigned to, and service tag i want to see this new field that i create. Also is there any way to disable the Model Filter?? Regards
Bizarre escalation email
An escalation email was sent out that stated the following (Subject: Request Overdue Email) Request ID : 57 Date Created : 02-Nov-2006 14:12 DueBy Time : 03-Nov-2006 14:12 Title : Your work ticket has been closed. Please help us improve the help desk by participating in this survey. Status : Open Priority : Medium Mode : E-Mail Level : Problem Requester : NOTES01 This ticket was deleted prior to the SLA being violated. Why was this sent out? Why does this say "Your work ticket has been closed. Please
Win XP Home supported in Window Domain Scan?
I do not even want to get into why my company has Win XP Home on any of their computers (just took over, and some rocket scientist thought it was a wonderful idea a year ago), but I am trying to scan the Windows Domain and I am continually running into FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. Before I pull my hair out fruitlessly, can a Win XP Home machine be scanned remotely by SD+? Am I missing something simple? Thanks! Ken
Closing Requests without inputting any info
Hi, I have a number of staff who close requests without putting in any info as to what the solution was. Is there a feature which we can enable to prevent this or is this part of a future release?
Cannot delete "normal" priorty
Hi Just started using ServiceDesk Plus and have run through all the options on the wizard. Have started logging requests and decided on using low, medium and high priorities. However, I am unable to delete the default normal priority and get the following error:- "FAILURE :Priority is being used by a module. Hence cannot delete it" I thought that maybe I had left a few requests as normal but when I ran a report, it showed none. Any ideas? :)
asset does not show all contracts
We have an asset that has several contracts, but only the first contract is shown in the asset details. The contracts do have the right asset assigned, but we can hardly be expected to check all contracts if we want to find all contracts assigned to a certain asset?
Additional Requester Fields missing
I have added additional requester fields and since SP9, I have tried to go and change the additional requester fields I have added and now they do now show up within the Admin, requester- additional fields. Why is this? I wanted to change one that I added months ago and now I am unable to do so. I even just tried to add a new one and it does not show up either. Please assist!!!
Strange graphic/font glitch in IE7???
I am having a graphic/font issue with IE7 (not sure if it happens in previous versions). When you log in, the page comes up with the normal fonts/display, then flips over all the formatting and fonts change to a basically unusable layout (see attached file) Anyone seen this? I do not get it in Firefox, so I am thinking of just having everyone use Firefox to use the site... thoughts? Ken
More than 50 technicians ?
Hi, Everything is in the subject, is it possible to buy a version with more than 50 technicians ? Can we add licences to one server ? Thank you !
Solution for DCOM run in clients
hi, I configure in clients and test clients. Many clients have Error as: Either access denied for the user or the remote DCOM option might be disabled in the workstation. After I read troubleshooting for guide but also many clients allways for problem DCOM disable. Athought I configure DCOM enable and command dcomcnfg and enable. I dont understand Helpdesk always notice error : Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Assign Group Based on Category
Is there a way to automatically assign a ticket to a group based on the category? I know its possible to assign it to a specific technician, but we would like to assign it to an entire group. Thanks!
Replies to calls
Hi gang. I just know this is going to be simple.... When SD+ sends a "notification" to the user. If the user replies, it opens a new job. How do you stop this? Also, if a user replies, how do the technicians know there is a reply if a new job is not logged?
help me, can't not view survey
i am a user in helpdesk..after i receive survey email, i feedback to servicedek..but now i want to find or view my feedback information that i send to servicedesk but i can't see the link " View Survey " as the user guidle.. Help me please send answer to me by email : cathysgn@yahoo.com Thanks
History Report
Is there any way to create a report of changes on all desktops? I see the list of changes when I view the History for each machine. I would like to have a global report of all changes without looking at each machine.
Dutch language support & EOY release date
Hi, we might be buying SD+ as our primary helpdesk tool since most of our issues with the current version appear to be resolved in the coming Q4 release of SD+. I just have two important questions left: is there a release dat planned for the upcoming release. We might want to start implementing this month but if we need to reinstall / upgrade right after we've gone live we might be better of waiting a few more weeks for this new version. Is there any plan for a Dutch translation (of the customer
Can requester cancel request?
I am guessing I am just missing something, but is it possible for the requester to simply cancel a request (or close) after it is submitted? For instance, they submit help for lost email, then realize they are on the wrong computer (no, that would never happen), so they just want to cancel it and thus not show as any time alloted out of IT?
Can helpdesk be setup to allow users to logon automatically
I have domain authentication setup and working but would like users to be able to login automatically, is this possible to achieve
back up location
i wish to change the back up location so that it doesnt backup locally, because if the machine dies i have lost my backup, i have gone in and edited the backupdata.bat file to the following see high lighted in red, i have changed it do it saves to a network share i have created but even still seems to back up locally, i have missed somthing, many thanks please see below the file i have edited. @echo off rem $Id: backUpData.bat,v 1.6 2005/12/15 07:41:49 sudhal Exp $ rem Please ensure that JAVA_HOME
Purchase Order Permissions
They don't seem to work properly or at least how I'd like them. Everyone in our department is allowed to raise a purchase order but when they want to add a vendor or items they need to be in the SD admin role for it to work, you can see why that is not acceptable. Thanks Darren
Auto Assign Ticket
Hey guys, trying to launch this app to people, i need to be able to assign a new request/ticket to certain techs BUT the end user has to choose ex: location ... USA? UK? and whatever they choose, is who the ticket will go to.. USA -> TOm UK -> Steve. etc anyway i can achieve this? i have been trying with "Groups" but hasnt worked. the end user cant see that field
Linux version install
Hello Support or Service desk users I searched the forum before posting this, but couldn't find related post. Can Linux version of ServiceDesk be installed on NFS share? If yes, are there any web/database access performance issues that we should be worried of. -TIA
Connection to RPC server in the workstation failed Solution
I have been having an issue with scanning workstations FAILURE :Connection to RPC server in the workstation failed. After reading the forum and trying all options I noticed user login failures in the event viewer of the workstation. (XP) I rejoined the computer to the domain using the existing account and can scan fine now. Even though the DHCP server had created a lease and there were DNS records for this workstation and the account seemed to be ok, rejoining made the difference. I am not sure why,
MSP Edition - Outlook integration
Hello, We are an IT company looking for both a network management solution and a helpdesk system to serve our customers better. I�m interested in OpManager MSP and ServiceDesk MSP or SupportDesk(?). Are there any Outlook/Exchange integration in these products? We work today with MS mobile devices and ActiveSync. if so, can a technican create a new ticket from the mobile device? Maybe a WAP page? Thanks for answers!
Vista Support for Windows Domain Scan
I am testing Windows Vista in our office to determine if I really want to move to the platform. I am wondering if there is a way to Windows Domain scan for assets in SD+ to a Vista Box. The old dconcnfg doesnt seem to exist in Vista. I really havent dug around too much to see what/how it was replaced yet. I just thought I would ping the group here and see if someone else has figured this out before I try. Thanks Ken
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