What the sent mail goes
I setup the SMTP and has no problem sending email. However, I would like to keep the sent mail in my outlook. Any ideas?
Email notifications not working
Our email notifications are sending "rubbish". They are set to HTML, but send as per below:- Some are working, but most aren't, this one being the MOST annoying. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_5_17464620.1156166907714" ------=_Part_5_17464620.1156166907714 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear USER, Thank you for your recent Servicedesk request; your request has been create= d with id 6. The title of the
How to allow requester managers to review their teams ticket
Hi all, I need to allow business unit managers to have access to tickets submitted by their team. These managers are not in IT and I do not want to give them admin access to the service desk app.
Reports with total open and closed
Hello everyone, I need to be able to make a report that shows total number of tickets opened and closed for each technician in a set date. I thought this would be easy, but the numbers I get are always off.
Self-Service Solutions Portal Suggestions
Two Suggestions for the Self-Service Solutions Portal: 1) When one reads the solution using the search functionality, the solution write-up does not show the line breaks / spacing between paragraphs that were inserted when the solution was typed up. Formatting this will make it easier to read 2) When someone types up a request, it would be great if the keywords in the title of the request were used to search the solutions portal, then before submitting the request, an intermediate page suggesting
Domain/Workgroup Login Options
We're importing user information from two domains, which our users see as options when they log in. However, SD also seems to put options there from every other Domain/Workgroup on the network. Users from only two domains will be using this, so I only want them to be the options. I have deleted the other options, but they come back. Is there any way to fix this? Thanks.
Is it possible to assign owner to workstation not manual?
Hello, Now i am using trial version of SDP+ and going to by it. I have two questions: 1) about language - are you going to add russian languge support in future? 2) about inventory tool: is it the only way to assign workstation owner - do it manualy? Kind regards, Ivan (Russian)
Reply to email not always working
I modified the subject field when a work order is created, now reply to request is not working when I reply to that email. What must be change for it to work. HELP as I am trying to go live with this tonight. Please :-)
Can't import users from Active directory
I have Service Desk Plus Version: 5.5.0 Build Number: 5500 but I can't import users from Active Directory. We have external and internal domain. Users from internal domain are imported successfully. But when I connect to external domain controller, I can see users, and I also can choose them. Import Wizard connect with the AD but can't import the users (failed records). What can I do?
Unable to generate Report
Dear All , I m using your Helpdesk Plus ver 5.5.0. In the daily call report we required the following fields : 1) Request ID 2) Requester 3) Department 4) Asset Name 5) Title 6) Technician 7) Timespent Description 8 Dueby Time 9) Time Spent. 10)Completed TIme 11) Request Status. Pls help us to generate the report. With Regatds Somenath Choudhury.
Help pls
Hi, We have a couple of things we like to see in SD+ We want the possibility to assign a request to an supplier and to a user and workstation. Is this possible? The other thing we want is at an asset to a request. It would be nice to make it possible to assign more then 1 workstations to an department in 1 handle. We also like to see if we search for a requester we can see to what workstation he is assignat. If this is not possible at this time. Will it be possible in a future update. If so what
Setting Software Licenses to Zero
Good Day, Does anyone know how to set the software licensing back to zero after you have set it to say 5? thanks.
Notification emails not sending correctly
When I log a new call and the notification email is sent, it doesn't send correctly:- if I specify emails to go as HTML they don't, they go as plain text If I specifiy as plain text, they go as plain text but with errors (see below this is as it appears in BOTH HTML and PLAIN TEXT emails), this all worked fine when we tested the product (same version) a few weeks ago. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_4_28630635.1156162480636" ------=_Part_4_28630635.1156162480636
SOFTWARE TRACKING
HOW CAN I TRACK MY SOFTWARE AND LICENSES FROM THE COMPANY? WHERE WOULD I HAVE TO SEARCH FOR IT. :oops:
Can we please have an update on the new versions, patches
Just like an update on ETA's and proposed features, love the new reporting and am really looking forward to the other proposed features :?:
Creating new contacts while entering new requests
It's nice that the software allows you to enter new contact info when you're creating a new request. It would be REALLY nice if you could assign the contact to an account while you're creating the new request. Otherwise you have to create the request, create the contact, then after the request is saved, you have to go all the way to the contacts screen and update the contact to reflect their account membership. Thanks!
Massive Issues with Importing
Hi. I've just bought SD+ and I'm very happy with it so far. However, I'm experiencing major issues with the scan. I run a domain scan for the first time, entering credentials of Domain Name, Username and Password only. The scan detects 1034 workstations and scans fine. Once this is complete, I re-run the scan and get the following error: FAILURE :Issue while starting domain discovery. Please report the problem to the system administrator, with the Error Code - 1,155,891,338,460. Not good. I try and
Task management capabilities? Priorities?
Is there a way to assign tasks that you put in for yourself an A, B, or C status? Or otherwise move tasks up and down a list? Can there also be a display of the rest of the text when you float your mouse over it, like the announcements? (although announcements don't show all the text when hovering the mouse over it.) Justin
SSL on Build 5501
Hello, Is there any way to setup SSL for Service Desk Plus. We have a large number of users that will be connecting from the outside and I cannot find any documentation on setting this up. Thank you,
Which Platform?
I am about to install and configure SD Plus 5.5 on Windows - Is there a preference out there over which O/S to install on? I'd prefer to just run it on XP Pro unless there is a compelling reason to use 2003 Server. Thanks!
ServiceDesk Error
I often get this error when the request page refreshes (currently set to every minute). 'Most' of the time its fine, but there will be atleast 1 'time' per day where this will occur, and continuing happening for awhile, until it suddenly stops. Manually refreshing the page fixes it straight away, until the next auto-refresh, when the error will then appear again. Eventually it will stop happening, and generally wont happen for quite awhile afterwards. As far as problems go, this isn't a major one,
Making Requests Visible to All?
We want all requestors to be able to see certain requests. Is there any way to make requests visible to everyone? David.
Service History
Is there anyway in SD+ to maintain a service history for assets and workstations? Regards Paul
Linking Multiple Locations.
We have two locations. Only one currently has ServiceDesk installed. But it sure would be nice if we could link these two locations. We can't use WMI, because of NAT. But what about an agent that could communicate between two instances of ServiceDesk? Allow us to keep all our service info. synced between the two locations. David.
Release
I have been searching a lot on this forum, not trying to sound like a rude SD user but when will the next release really come out???? It would be nice for a specific date or estimate for us users ;)
Remove time spent
Is there a way to have the Time Spent function removed? I know we can just ignore it, but ...
Error in Survey Results Details
When I try to see a survey results detais in admin tab, an error occured (See details in attached file).
Preventative Maintenance problems
I have been having similar problems too where preventative maintenance tasks will work for awhile and then they will stop working. I will try your suggestion and see if I come up with anything.
Merge requests error
Hi there, we receive the error as shown in the attatchment when trying to merge 2 calls. Can you look in to this please
Which SQL?
Hi, I understand you're making SDP available in SQL. SQL 2005 or SQL 2000? Thanks Jerry
Connection to RPC server in the workstation failed.
hi how would i resolve this error: "Connection to RPC server in the workstation failed." i'am scanning windows 98, 2000, and XP environments.
Mandatory Fields
Is there a way to make fields manadatory when a user is submitting a new request? I would like for the category field to be mandatory along with a few others. Thank you, Jackie - Guest
Changes in timing for New Requests
Im a new administrator to Service Desk Plus. I was adding a New Request however would like to find out if its possible to change the start date or time of the new request instead of using the time which the new Request is created. The request could be a backdated request for the above scenario. Any advice ?
Where are attached files stored?
Is it possible to open an attached file (through link in SDP), change it and save it? So far in our evaluation we find that changes don't take. Is there a way to support direct link to the actual documents? Thanks
Solution's tipics organization
Hi! It should be useful to have a checkbox to publish an entire solution's topic like you do with a specific solution. It's feasible? Thanks for your help! :D
Hide Topics on Solutions Page
Is there a possibility to hide one of the Main Topics on the Solutions Page for "not Technicians"?
Deplying the SD+ on tomcat
I am developin an intranet site. "IT HELP DESK" w ill be one if the options in that site. Once the user clicks on it i want the software to run.How will that happen? The webserver we are using is TOMCAT. 1) i will have to deploy the software on the webserver(Tomcat).How do i do that.Is there anything like a war file or something?
workstation parameter duplication
I work in a training environment and we provide training setups around the country. The remote training centres are not connected to the main network in the office. I would like to scan a batch of new workstations into SD+ prior to them being delivered to the training centre. However, to reduce administrative overheads each training centre has the same setup (machine names, ip addresses) and therefore a scan is rejected because the workstations are deemed to already exist. Once added the workstations
Must reassign technician when getting a reply from requester
Right now a request is put in by a requester and we assign the request to a technician. The technician then replies to the requester with questions or possible solutions etc. However, when the requester replies, it gets added to a queue again and the reply must be reassigned to a technician again. Is there a way around having to keep reassigning a technician for each requester's reply?
SD+ Database position
Can I move the DB directory in another location? For example in another HD. I have to modify some configuration file? Which and how? Thanks!
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