Products vs Assets
Ok getting to grips with this now. I have "Assets", "Vendors", "Products" and "Licences" but when I raise a Purchase order I only appear to see ONE item in my list of available items to add. where am I going wrong? Basically I have Hardware, Monitors, Keyboards, Printers and Software. It is the Software that causes me the most grief so that is where i want to get to.
Mistake at updating ServiceDesk
Mistake at updating ServiceDesk. It is established on Win XP Professional. The full broad gully is resulted in the attached file. Your help is necessary. Thanks. sinov@hotmail.ru
AD Import Bug
Hi, I recently tried to do an import from AD to add my new users. We have approximately 5000 users. About 80% of the import succeeded and the remainder failed. After that, I tried a few small imports (90-100 users each) and those failed as well. I saw a thread here about AD import being a memory hog, and sure enough, after the imports, my SDP instance was using upwards of 1.5GB of memory. I rebooted the server, and afterwards the imports worked properly. This seems to be a memory leak, and for whatever
Administrator account in AD has full access
Hi, I imported all AD users into the system. I only want to have the 3 user technicians that I have setup to have full access. When I log onto the system with our domain/administrator this account has full access to the product. I uninstalled and reinstalled the product and then just imported the OU groups that I wanted and without any Administrator accounts to see if this would work but it still allows domain/administrator to log in with full access. Can this be disabled? As I only want to give
Local Authentication
Hi, The application has been working ok. However now when I add a new requester they have to use "local authentication" and not the domain. When they try to use the domain they get "Username or Password is incorrect". When the use local authentication its fine" Can you please advise. Thanks Mike
Technician's Rights
I want to setup SD with 5 technicians, 2 for hardware 2 development. I want to prevent one team from seeing the others and visa versa. I also want all 4 technicians NOT to be able to delete any tickets. They can assign/reassign/open/close but NOT delete. This right should only be at the manager�s level. Is this possible and how can I do this?
Requesters to close their own tickets
Is there a way that I can give rights to a requester (client) rights to close their own tickets? There are times were the requested will create a ticket but then �resolve� it on their own. Thanks,
Attachments for Assets
Attachments for assets would be a great addition to the product.
New Query report
Hi Can u pls tell me what this option is meant for :New Query report in build 5503. Regards,
Exporting data from SD+ and Accessing the backend db
Dear Sir or Madam: We are evaluating your software for our firm. Our firm needs to analyze all the data associated with requests entered into SD+. Is there a way we could access the data from your backend database. We would like to run SQL queries so that we can search for data that we need. Moreover, Is there anyway we could export the data to something like Microsoft Project? Thank you. Sincerely, E Cyriac
Making fields mandatory
I added some field in "Requester - Additional Fields" I'd like to know how/if I can make those filed mandatory. Also how can I remove "built in" fields? Thanks,
Basic question
hi All We have just got Service Desk plus, can i ask a very basic question when a normal network user wishes to report a fault, do they need to log into the service desk (with a guest account) to get access to the Helpdesk - Request form ????, if not what will the URL be ??? Thanks Paul Stott
Problems logging in from the link to the requester
After clicking on a link to look at the status of a job, we are getting an error see the attachment. If we copy and paste the link it works ok. Click for details : http://owa.national-auto.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=7 The actual hyperlink is- http://172.16.0.1:8080/http:/owa.national-auto.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=7 172.16.0.1 is the correct IP for the server that is hosting the software ..?
serious issues with reports
The reports module of SD+ is seriously letting down the product. Before I list the issues I am experiencing with this part of the product is there any intention of replacing the current reporting facility in the next release? I have some many problems (more since applying the latest patchset) that i do not want to waste my time listing them if they are likely to disappear in the next few weeks. Your reply will give me an indication as to how serious you consider the problems to be. Regards Paul
Addition Field - Character Limit?
I have created a mulit-line additional field under assets that I had planned on storing multi-line product keys, but there seems to be a character limit as to the length of string it will accept. Is this correct? I am not able to store some of my product keys in this multi-line field because it gets cut off after X number of characters.
Translation
Hi, can you tell me where i can find the language files? I want to translate Servicedesk into Dutch. Or do you have templates where i can modify the language (complete interface) thanks Stefan
Next ServiceDesk release date?
Hi, could you please tell me when your are likely to release the next ServiceDesk version ? Are we talking days, weeks or months ? We are really struggling with the product and could do with some of the new enhancements etc. Thank you. Gary Key.
Link from SD+ to OpMgr not working
Hi, We're running SD+ and OpMgr on the same machine. SD+ is installed on port80. OpMgr is on port8080. The link from OpMgr to SD+ works fine including asset reports etc, etc 'cos we are able to configure port,user,pwd for SD+ in OpMgr. Connection tests OK. But when we click on the link in SD+ to switch to OpMgr we get an error 'cos it's trying to access http:\\<machine name>:null instead of http:\\<machine name>:8080 Please can you tell me how we can configure the port that SD+ tries to connect to
Request Filter - Suggestion
It would be handy to have a filter for Technician's whom I dont want to have admin access to filter BY Catagory. I know you can view catagories in the global view but that is not available to my Technicians.
Mandatory Resolution Categories
Wondering if it is possible to do the following with current version of software? Or is it planned for the next release? 1. The ability to make a resolution mandatory before a call is closed. The pre-defined resolution categories should be able to be chosen from a drop down box, this functionality doesn't seem to exist as yet, there is only a free text field, which doesn't add much value. 2. Remove the ability to manually set a due by date (no point having due by date set according to pre-defined
MS SQL and language translation
You guys answered to a user that asked when it will be possible to work with MS SQL 200x last year that it will be available in 6-8 weeks so 6-8 weeks were sooo long ago are you really planning to make this move or you plan to stay with those "free" sql db engine. GET REAL !!!! Your Helpdesk application is the best but why not earn the money it deserves??? Your company will profit great earnings with this move think about it. The world works on Microsoft's platform is not the best but "If you can't
Domain scan through Windows firewall - with a twist.
Pretty straight forward question, which may or may not have a solution. Primarily a Windows XP user base, however our primary domain controller is Windows 2000 server. Is there a way I can allow ServiceDesk domain scan to pass through the Windows firewall without access to the XP specific group policy settings? In a perfect world the primary domain controller would be Server 2003, however its not. - Michael
Missing spaces in request
Is anyone else experiencing this bug? We are running SD version 5.0.0 build 5008. When a requester emails the service desk and the system automatically opens a ticket, often we see (apparently) random spaces missing between words in the body of the ticket request. Here's an example: Original email (sent in html format from Outlook): Just a reminder, per our conversation earlier this morning, that University Day is coming up on Thursday, June 8, and we need to arrange for audio-visual equipment to
Asset Attachment Feature Request
Any way we could get attachments for assets. This would be helpful for scans of invoices, packing slips and electronic user manuals.
Knowledge Base
Does anyone know of a place where we can get some canned knowledge base info to add to the solutions area? Is there a way to import this information easily (assuming there will be a large amount)? :?:
Mandatory field set up when closing calls
I'm looking for a way to make sure requests are not closed without the following fields being filled out. Category, Technician can this be done. thank you
Custom Forms
I have a desperate need to build a specific form for authorizations. I need to be able to build a hierarchy of selections based on the roles that are needed. This can also be a static form that allow the entry of information needed. Is there a way to do this in the current helpdesk product such as an SDK..
Suggestions for SD+
Hi, We have been evaluating SD+ for the last few weeks and are exceptionally impressed with the functionality provided within the program. There are however two features I believe may assist our company and or others. I would be more than happy to see them included as "Options" rather than complete forced changes. 1) Automatic pickup for the technician that raises the ticket. 2) Ability to assign a ticket to a workstation or department without email notifications being sent to users. 3) Non-workstation
Desktop Central from ManageEngine versus AUTOMATOS
Hi, I�m selecting a platform for software distribution and i heard that Automatos solution offerers some of the capabilities founded in Desktop Central for thos kind of task, can somebody give me some arguments to choose Desktop Central for this deploy, (about 1200 clients) Thanks in advanced..
Filter Request
Hi! I added in status e.g. order and ordered but then I can't filter it like show all requests or show all open requests. Can this be done? Best regards, Thomas
Moved domain controller now i can't login
Hello. We put in a new domain controller last night and now i cannot login the service desk. Is there some setting that needs to be change. right now when i try to login it tells me that i entered the wrong password. Thanks.
Assign an email address to an unassigned request
Is there a way to setup the helpdesk to when an new unassigned request can be sent to an email address. We have one helpdesk email account that all tech receive emails from. Right now techs receive emails only when a request is assigned to them. So is basically is there a way to assign an email address to an unassigned request. Thank You for all your help!![/google]
AD import - suggestion
When wishing to re-import requesters from AD can there be an option included that will not let the import over write existing requesters? Thanks
Searching resolution text...
Yesterday I attempted to show my manager how we could search and find text typed into the Resolution field of a request. Turns out you can't. I contacted support and they verified that you can't. They will "put it on their list of maybe". Does anybody else think this is odd? Do you live well without this feature? I always thought that one of the benefits of the accumulated data was to be able to search and find information entered by "those who've gone before us" Am I using it wrong?
Please send me the patch
Hi, Please send me a patch for getting pop-up alert with sound whenever new request is placed/log in "service Desk plus" through mail or web form or from Opmanager. Regards, Trisha
Choosing groups from user request
I am new to this software and am getting familiarized with it's use. Is it possible for the user to select a group to send a request to, instead of just the general area. We have 4 groups and would like for the user to send directly to that group. Thanks.
closed items don't stay closed
i can pickup a ticket, resolve it close it and the next day it's still open!?
Using SD+ Database via Crystal Reports on a remote machine
I've managed to get Crystal reports working beautifully on the SD+ server, but for the life of me I can't see to connect to the database from a remote machine. Each time I get... [MySQL][ODBC 3.51 Driver]Can't connect to MySQL server on 'remotepcname' (10061) Any idea's where I'm going wrong? From reading elsewhere I think I need to grant my remote machine access to the MySQL DB, but I'm not sure of the right santax to use. The SD+ server and the remote machine are part of the domain habsboys.internal,
Mode - "Web Form" cannot be edited
Hi, The system does not allow you to change the words "Web Form" when you are setting up the "Modes" that supported by the help desk. I guess I can understand why you wouldn't allow me to delete this particular mode but why can't I change the Title or Description for this entry. I can type in either field but the Save button is disabled. Thanks Jerry
Report on Due Date Changes
I think I know the answer to this question already, but I wanted to get confirmation: Can you run a report to look into request history to see how many times the due dates have been changed for multiple requests? I know that I can just open each ticket and look at the request history, but someone here wants to see this for many tickets at once in a report format. Thank you. -JDG
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