Request link in notification mail to technician is broken
Hello, When one of our technicians is assigned a request, a notification mail is sent to him. The mail contains a link to the request, but it does not work. Source code for such link: Click for details : <a href="WorkOrder.do?woMode=viewWO&woID=163">http://PKLMAN1:8085/WorkOrder.do?woMode=viewWO&woID=163</a>; Any idea why the address to the request is incomplete? Note: This only happens for one of our technicians. The other technicians receive a correct notification mail with working link
Add Request Time = 15-20 seconds..
The time it takes for a request to be added to the system after pressing the Add Request button usually takes 15-20 seconds. Is this normal? My server is definitely capable of handling the application without lag. This is a new problem since the latest servicepack installation. Please advise. Thank you.
Sharing an Asset
Is it possible to have an asset associated with more than one workstation? I wish to associate UPS devices with multiple workstations. Secondly, can an asset be associated with another asset? PaulG
SSL Support for SD 5.5.0
Does the latest version of Service Desk support SSL. If so, I do you enable it?
Importing from AD to SD version 5.
I have been having a problem importing to SD from AD. We have just over 2200 users in AD and the imports keep failing. I have tried importing from several of our 6 DC's with the same results each time. I have even tried limiting the number of users being imported to less than a 1000 by choosing sub-containers. No luck. I tried using a csv file (comma delimited) but that only created another problem as it added to the list of requesters unlike the import from AD which replaced the requesters. So now
Request Overdue Email
Hi, I observed that i am unable to change the template of the request Overdue email. I receive so many emails from Servicedesk+ regarding calls being logged and closed. But sometimes i do miss out on some emails deleting them because they are the same emails. But as far as a request overdue email is concerned I believe it should be highlighted. To do that i need to change the template so that i can keep some specific type of formatting in the mail template. Think about it. Regards, Roshan
FQDN in SD+ Notification E-mails
Hi, I am using SD+ 5.0 to support our customers as well. I have set the e-mail notification and has been receiving the e-mails with no issue. However, I noticed that the URL link in the e-mail is always pointing to the SD+ server name. Example: ******************************************************************* Dear USER, Thank you for your recent Servicedesk request; your request has been create= d with id 9. The title of the request is : mail not working. The status of the request can be tracked
Manager to get notification for all updates
Hi, We have a helpdesk manager and 5 technicians. When a ticket is assigned to a technician, only that technician gets notification of the update. I want our helpdesk manager (who is also a technician) to get a notification of every reply from a requestor to an existing ticket, even when it is not assigned to him. How can I do that? Thanks, John
Import requester from AD fails (and i know why)
Hello, we try to import requesters from Active Directory but some users fail to import. I tied down the issue to the login name of those users which includes letters like (�, �, �). Is there any chance to get those users into my database, except manually? There about 60 of them....
status of AD import or network scan?
If I do an AD import or manual network scan, there is a status window that appears and I can watch how many have failed, and how complete the process is. However, is there a way to check on the status of those if I close either of those windows, or wish to check on the status of a scheduled network scan??
disturbing news?
I just found out from support that they are using Mozilla Firefox for their in house browser. This is fine and Mozilla is a great browser but what I found disturbing is that the Service Desk Team does not seem to be testing their product with Internet Explorer. We called with an issue concerning the email forwarding and they determined the issue was being caused by incompatibility with Internet Explorer. Huh? I know there are people out there that hate Microsoft, and rightly so in some cases, but
How to allow reports to non Admins
I need to allow reports to non Admins of the application. Any thoughts
Contract field length
When assigning contracts to available assets, if the names are long you are unable to read the whole name. Also, if you accidentally assign an asset to two or more contracts it would be nice to get a warning stating that the chosen asset has already been assigned to a contract...would you like to proceed...yes or no..
Remote Desktop
Additions to ServiceDesk that would make it more appealing to me: 1. It would be advantageous to add a remote desktop (connection) link to each workstation within SD+. OCS Inventory (open source software on sourceforge.net) currently has a nice way of doing it by having a drop-down where you can select which remote software you use. 2. Adding the ability for all service requests to go to a central dispatcher for assignment instead of a group or specific technician. 3. Having an installable client
Helpdesk - Notification Rules customize template error
We attempted to customize the notification template to our users 'Request Complete' template. Did nothing but change the text - did not even insert html. Problem is now the notification shows up as broken html - any ideas? See example of the text/html as the user sees it now. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_1642_30852954.1154467924601" ------=_Part_1642_30852954.1154467924601 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit Dear Admin,
Domain Scan, PCs reporting as turned off, but some aren't
i've been doing some domain scans and a lot of machines are reporting that they are turned off, i took a sample of some of them and checked to see if they were really off. Several of them were not, they were turned on and being used, any ideas why they can't be scanned?
Solutions database, how are the attached files stored?
I have a quick question about solutions within SD+ I want to attach all of our procedures that are currently stored as word documents on another server, into separate solutions in SD+. my question is:- if i move the files from their original location, does this break any "link" or is a copy of the file literally attached to the solution? If it does cause a problem then i propose moving all the word docs onto the same server as SD+ into a dedicated solutions folder, would that work? Finally, if a
Requests on hold report...
Hi, Is there a way of creating a report that tells you how many calls Technicians have on hold up to date when the report is run with the usual data ie.. tech name, requester name, request id Thanks Martin
Workstation not being assigned correctly when logging req
When I fill in the new request form, I have 2 options for finding the user, either type the name and it automatically finds the ones that match, or choose from the pick list. If I choose from the pick list, the user is entered AND the workstation that is assigned to them appears in the workstation field, HOWEVER, if I pick the user without using the picklist, the workstation doesn't appear in the workstation field. Hope this makes sense?
Dynamic Categorisation
Hi there, Just a quick question - I recently started with this software so this may be available already. I am looking to have (dynamic if possible) secondary and possible tertiary categorisation of issues. Ideally the situation would be as follows: Principal categories - Applications A-D, Application E-G etc, Phone, Starters and Leavers etc. Secondary Categories (Application Titles) - Access, Adobe, Phone Details - ie Cisco, Voicemail etc. with picklist based on the primary selection. Tertiary Categories
ServiceDesk Personalization in Italian
Hi, I'm writing from Italy. We use ServiceDesk and we've appreciated the feature of the personalization of the Language. The personalization in Italian is in your RoadMap. Can we do something to help you for the translation? thx Luigi
SD+ reckons it is Service Packed but it isn't
After a corrupt backup we had to restore using an older backup file, I am fine with losing the recent request etc but it is a restore from before I service packed it. So SD reports it is Version : 5.0.0 and Build Number : 5010 but when I use updatemanager.bat it says that service pack 14 (the latest) is already installed. I tried uninstalling it but it says it isn't supported. Thanks Darren
Notes history
I would like to ask about Notes. It seems that any techician can delete notes. This is very bad considering the fact that Notes are not recorded anywhere in the History that I can see so there isn't any way to show that the Notes once existed. I guess I have three requests or issues: 1. The Notes should be recorded in the History 2. Techs should not be able to delete other techs Notes. Only Admins and the tech that wrote the original Note should be able to do this 3. Notes should be editable. It
Problems scanning domain for workstations
I've tried several times over the last 2 days to scan the domain for workstations, this worked fine in the demo of the product but now it's paid for, it doesn't work!? It scans a few machines, then I get CANNOT FIND SERVER, PAGE CANNOT BE DISPLAYED Anyone got any ideas? Given the number of problems we've had so far (NONE of which we had in the demo) we're seriously considering a full refund and rethink :(
How to create work orders automatically
Hello, I am testing ServiceDesk+ at the moment to see if it fits our company's needs. It looks very good so far. There is a very specific need we have though. We need the option to have a certain incoming request trigger the automated creation of work orders that can automatically be assigned to the appropriate tech. For example, let's say a request with a category "Employee Termination" is received. This should now automatically trigger work orders that reflect the termination procedure: e.g. it
Errors with SD+ on WinXP SP2
In the past I have had difficulties starting SD+ on WinXP from time to time. I would also have problems with reports being created and the dreaded 501 error coming up. I have been testing a lot and found a lot of these problems are created because %temp% and windows\temp directories have far too many files in them. This inhibits the creation of the #sql* file and things seem to crash. Perhaps SD+ should use a temp directory under the <sdhome> directory instead as Windows is notorious for not cleaning
View SQL Query For Custom Report
We want to make up some Query Reports and the simplest way for me to do that would be to create a Custom Report that was "nearly" what I wanted and then change the SQL. Is it possible to somehow view the SQL produced from a Query Report?
'Description' text box in 'new request' error
I have noticed an error when adding a new request when logged in as just a basic user. If all the mandatory fields are filled in, apart from the 'description' box, when a user click 'add request', a pop up tells them that the box cannot be blank. However, after clicking 'ok' to the message, if the user just double clicks into the text box, the request is submitted! This was discovered by me getting click happy with my mouse, and i think will lead to the same thing happening with requesters and lots
Duplicating a request before saving the original = problem
I created a job for a low disk report from an SBS server report by sending the email into servicedesk+. I then edited various fields within SD+ and replied to the client. Without closing the job (and going to the top menu) I then created a single duplicate as the job raised another issue that needed attention by another engineer. I also added notes to the request. When clicked on update, I looked at requests page I noticed that both jobs had gone back to the default titles and when I looked into
Build 5500 upgrade & Firefox
After the upgrade to 5500 from 5510, we experienced issues in Firefox 1.5.0.4 where we couldn't enter text into the description fields when editing requests, or replying. There was probably more items there, but SD+ crashed on us (my fault!) and we had to roll back to 5010. So didn't get a lot of time to peruse through the build. Had some good features though that we were interested in checking out. best, tony
User-level workstation/asset report?
Is there a query or other rerport function I can creat that will allow a view of each user as the main index and below show what workstation(s) and asset(s) have been assigned per user?
Reports
can someone plesae tell me why since upgrading we have now lost the abiltiy to click on items in the report, this was really useful to us, and now no longer have it, also when running a custom report on assets i only seem to be able to run the report in some sort of graph why am i not able to run the report and and view it with colums,
how do I stop emails logging calls?
I'd like to turn off the feature that allows calls to be generated via email, can anyone tell me know to do this?
technicians as requesters? also no AD authentication for tec
I have 2 questions, we've just bought servicedesk after trialling it, and we have a few problems 1. why can't technicians still be listed as requesters? Technicians may also have times when they need to raise a job as themselves 2. I've enabled AD authentication and can login as a requester fine, but technicians can't login using AD unless I set them a local username and password.
Customizing the request form
i'd like to remove a field from the request form and add a few, is this possible? i'd like to remove the LEVEL field and ADD LOCATION and DEPARTMENT fields, i've specified these in the wizard so I ought to be able to just add them, shouldn't I?
Assigning multiple workstations in a single operation
Is it possible to assign multiple workstations to a department in a single operation?
Report on software users
How can I run a report to list the users who have a particular unmanaged item of software on their computers? More generally where can I find an ERD of the database so that I can develop my own queries? Thanks John
HP Deskjet 612 printer installed, doesn't print
I installed my printer HP 612C w/newest upgrade but won't print. Printer was hooked up to another PC and worked perfect for 2 years. What is my problem???
upgraded to Version : 5.5.0 now helpdesk crashes
Hi since we have upgraded to the latest version Version : 5.5.0 Build Number : 5501 we seem to have some issues when the helpdesk software auto refreshes. The only way to get back to the helpdesk is to crash out and log in again. I have atached the screen dump of the error can you help
Login screen?
Is there any way to customize the login screen. I would like to adjust it so that my users have no choice but to login to the domain that i specify. I would also like to have it not show the the administrator, guest username and password(default settings)
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