Preventive Maintenance requests not working
Hello, I have a number of Preventive Maintenance tasks that I have setup that are not automatically creating tickets. They are all setup to be scheduled for Mondays at 9:00 am. I have to go in there and manually send them out to the technicians. Can somone help with this? Thank you,
Modify the status
How to modify the status of open for course automatically when the usuario to sign the call for it?
Software assets and licesning
I am fairly new to SD+, having used it only a few months now, but I am looking to either have a new feature added, or see if I am doing something wrong here. When adding software to assets from a PO, if there are 25 instances of the particular package, it adds 25 line itmes in assets. Is there a way for it to add only one item, then attach 25 licenses to that asset? We haven't used the assets function much yet, but I can see that it's going to quickly become hard to manage otherwise. My current suggestion
auto discovered workstation
Hi, I am wondering if there's any way to know what workstation has been discovered by auto scan, or updated automatically? Thanks
Asset to Requestor
We have just d/l Service Desk and are evaluating: Is there the ability to assign an asset to a requester. This would be really good from the requester window, as it is much more efficient after importing the asset csv file to go through your requester names and allocate assets to them rather than the other way around.
Notification Rules
hi, Can i add a new Notification Rules to send e-mail to Administrator when a request is closed? Now the system send notification mail only to requester... Thanks & Regards, Simona
filter showing
Hi, I added a new status "In Progress" Can I add a new "filter showing" to see request by status "In Progress"? Thanks & Regards, Simona
SD+ File Uploads
Hi! It would be possible to upload one or more file (picture, manual...) and link it with a specific workstation sheet (or asset, software...)? And how can I change the default location for the attachements? Can I use another HD as location? Thanks!!!
Contracts
I need help with something, if I want to give a tech, viewing privileges to view the contracts but only the ones he entered, not all contracts :?:
SSl certificate
Now that https is supported, how do I install an SSL certificate for the lastest ServiceDesk 5.5 build 5500? I've tried to fiddle around with the keystore file, but couldn't access the password. Any directions would be nice :)
User signon
Why can't users sign on to the system if they've been imported from the Active Directory?
workstation inventory report
Hi, When I create a custom report to list up all the inventory workstations, I see lots of duplicates of workstations even though I don't see any duplicates when I see it on servicedesk Inventory tab. How can creat a report that looks exactly the same in the inventory list on service desk? Thank you
Scheduled Reports running once
Hi Is there any way to have a scheduled report that is queued to run once only, automatically deleted after execution? Alternatively, is there a way to display the report parameters on the Scheduled reports list screen to help identify such reports and make it easier to remove them? regards Paul
Device Availability Report of Router
Hi I am monitoring routers & scheduled a report on device availability. It gives router up time but not based on interfaces. Can some one please help me solve this. Can I have report based on serial interfaces & ethernet interfaces. (Link Uptime ) instead of just router uptime? As current uptime shows some report but difficult to find out which link or interface was down from that report. Thanks in advance Jigs
Problem defining incoming mail settings
Hello, We have created an ActiveDirectory account (Exchange 2000) especially for Service Desk ; but when entering the login info in incoming mail settings, we've got the error message "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password." Curiously, after some more tries, it appears that old accounts (first created in NT network and imported in Exchange 2000 during its installation)
Default request settings not saving
We are trying to set a few defaults for the NEW REQUEST screen via the configuration wizard. The defaults are: Status = Open Mode = Phone Level = Level 1 Group = Service Desk There are no errors when we hit SAVE. When I go to preview a new request (after a refresh), the defaults are: Status = Open Mode = Phone Level = Level 1 Group = NONE When I go back in to the configuration wizard, and look at the defaults for a new request, the settings are: Status = CLOSED Mode = NONE Level = NONE Group = NONE
E-Mail Configuration
I am attempting to do the e-mail notification setup. I have configured the server name and the IP address. When I attempt to send an e-mail to a technician, I get a mail notification error. I cannot determine what the issue is. I am currently running Helpdesk plus on an XP SP2 box. Any assistance is greatly appreciated.
Move Database - SDP v.5.5.0 Build 5501
Hello, for trial purpose i have installed the sw on my machine. Now that i have bought License i would like to move the DB on a Centralized Server. How can i move the DB? regards Simone
Scanning Network gives error
Hi, i m new to adventnet service desk, and evaluating the product, i m facing the error while i scanning my network , for few machine it has scanned well. but for some it is throwing following error. Connection to RPC server in the workstation failed. pls suggest. Deepak
Request for New feature for SDP
Hi: I'd really like if you could make differente types of clients. Let me explain myself: If I am the supervisor of a department, i.e. accounting, I'd like to log on to SDP and see all the requests done in my apartment for users under my charge, as my secretaries, junior accountants, etc, so I can see if any user is asking for a lot of support, or maybe it could happen I am not using support at all!!! Ideally, I could even see a list with all the assets that are at the department I'm in charge of.
Report
Is it possible to get a inventory report och installed software. Of special interest is to see what workstation has Office 2003. /Thomas
Request Inbound table on main global page
Just wondering how the dates are worked out on the "Requests inbound graph I would have thought that they would have been from monday to friday but when I choose the link for instance and have a look at request for this month I have week 3 as having 2 requests and last week as having 38 If I click on this week it shows 32 requests I would have thought that the week and month would be calculated on what settings you put in operational hours and go from the 1st to the 31 for the month stats I use this
Keyword search for solution not working properly
I was informed by our technicians that we have a soloution of a problem that does not show when searching for this solution using keyword search and the title heading is showing the keyword being searched and the keywords themselves are also entered in as the keyword being used to search for. However there is another keyword that is showing the solution but not the keyword the techs would normally use.
can we generate the reports via Notification History ?
Hi, Please consider this screenshot document. I just want a simple report which shows �Request id�; �Request Title� ; Request Date/time�; "Request Mode"; �Request Status change Date/Time�; �Request Completed Date/Time�; �Request Status� and �Technician Name� . And this report is filter by �Technician Name� Please send me a query for generating this kind of report. Regards, Trisha
Are multiple Reply-To addresses supported?
Hello, Here's a scenario. I have 2 email addresses. support@respece.com and help@respece.com. The Support address is a mailbox, and the Help address is a simple forward to Support. Within SD, I have the option to assign requests to a specific technician or group based on what appears in the TO field. So far, everything is perfect. The issue I'm having is when the system or technician replies to the original requestor, I am only able to have 1 Reply-To address in the Outgoing Mail Server Settings.
Admin on OU, not on entire Domain
I have admin on an OU of the overall domain, and I need to point ADManager to that OU...can you help me do this?
Disable change password in SDP 5502
Hi, Is it possible to disable the "personalize - change password" in SDP 5502? We want users to use the same AD account within our network. Thanks,
Global View for Technicians with Admin Roles
I currently have a Technician with Admin role setup on our system that cannot view all of the technicians on his team which are located within different groups on SD+ but do not have the "Admin" role. Is there a way for him to view them because currently he can only view other Technicians with Admin roles as well?
Additional Purchasing fields
Is there anywhere to store the following information relating to each purchased item: Authorised By; Justification comment; Ref No; Category; Date Approved; Recharge Code. Can these be added (the system customised) by me?
Memory usage increasing too much
Hi. A technician in our company is experiencing a strange fact: with servicedesk 5.5 Bulit 5501, he leaves open the "pending requests" page all day with a refresh of 1 minute. The process "iexplore" grows of 3/4 megs every refresh and, due to that, after many refreshes, it causes a request of windows to increase the paging size. I made some trials myself, and, refreshing several times that page, it causes a grown of my iexplore.exe process size - too much for my knowledge... Someone who could provide
Feature Requests
I have just a few simple feature requests that I would like to see in future releases of SDP to make life easier for my staff: 1. Spell-checking on message input windows within SDP 2. Scheduled Active Directory Requester Import and Computer Inventory functions These are two of the most common complaints I receive from my staff on a regular basis--and have to manually take care of. Thanks, Matt
"Oprational Hour" not working
Hi, I set the "Operational Hour" as 5 days week and 09:00 to 18:00 hrs. Previously it was working fine but after updatation by following describe query, �Operational Hour� option is not working:- I executed the following statement in mysql prompt: update reportcolumndetails set DISPLAY_STATUS=1 where COLUMN_NAME='RESPONDEDTIME' and COLUMN_ID=5; Previously "Operational Hours" option was working perfectly if any e-mail comes from the requester on Sunday then call log into the software on Monday. But
Migrate SD from MySql to SQLServer
I've seen a previous reference to this being available in 2nd or 3rd qtr of 2006. What are the current plans to migrate Service Desk to SQLServer?
Not able to see the forward request/massage(with screenshot)
Hi, There are two option on the request web page i.e. "reply" and "forward" but if i forward the request to some one else then later on i am not able to see that forwarded message in the option of "conversation" or in �history� or any other place on that web page like in the case of "reply" option we can see all the details� such as when and what message is sent to the requester. What I have to do to see the details of forwarded message ??? Regards, Trisha
Non-HTML Email Option
We are in desperate need of a non-html email option. We use GroupWise 5.5 for our entire company which does not display your HTML emails. All we are able to get is the mime and part attachments with no why to see them properly. We had not issues with this under 4112.
Multiple Domain Inventory Scan
We have multiple domains which have two way trusts that we scan. If we scan a domain that the SD is not a member of, the domain scan fails. If you scan an individual machine using the FQDN such as machine.remotedomain.com it works...but if you use machine name only but set the domain name to remotedomain in the Domain Name field and set the scan type to Domain - it fails. So when you do a "NEW SCAN", if it looks like this: Workstation Name / IP = machinename.remotedomain.com Scan Type = Domain Domain
Why One workstation name exist for many times in the SDP?
Why One workstation name exist for many times in the SDP? for example: workstation name:SHIS-YONIKOCH1D,ID in SD+:2170 SHIS-YONIKOCH1D,ID in SD+:2271 Two workstations in SD+ have all same information(Include IP),actually there is only one PC named SHIS-YONIKOCH1D in our company! I want to know which are SD+ Identifi the workstation?I think it must not be only machine name or machine name+IP! Thanks a lot! Ryan
File Attachment
Hi Is there a file size limit on attachments in solutions?? Cheers Andrew G
Feature Request - Resolution
Is it possible to add into the Resolutions a second Field for searchable informations which are not viewable for the Requester (this information should also not included in the Mails to the Requester). Background: Many times we have several technical informations regarding to the current issue which we want to store in the Workorder. But this are informations which are not important for the requester. thanks Florian
AD Login
Noticed this today while doing some maintenance on a domain controller... We've got SDP 5.5 setup to use active directory authentication, which normally works fine. However when I took a DC down temporarily, SDP will not authenticate AD users. My DCs are properly setup to be redundant, and all my other AD aware applications work fine, including network logins, Exchange, etc. Thoughts? Endaar
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