Password for local Admin account
Does anyone know how to change the default password for the local admin account Thank you :oops:
PO Image error
Build 5500: There is a bug in the PO/Organization logo option. It appears to not allow you to load your own company logo. It it does show up correctly on our PO, but the image in the Organization module is not correct.
Error creating report:
Dear All, While I'm creating custom report it show this error message. how can I rectify this? John HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the
Mandatory Field
Hi, I have set several field as mandatory field, every field is working properly except Category field, I can add a new request even i don't select any category. May I know is it an error? Have anyone got the same situation? Please advise, thanks. Kindest regards, Katherine Chan
Simplify entering a Request
This has to do with entering a request. Is there a way to incorporate adding additional fields within the request as the data is entered by a technician? We would like to be able to enter the resolution, time spent, and close the request at a minimum. Reason is that most of our support is phoned in and taken care of during that call. It is not fluid to create the request then open it back up to enter time, resolution, etc...
Email/Request auto-reply loop
Hi, We have had a couple of problems with requesters email auto reply and our service desk auto reply. If a requester sends an email, service desk will send one back saying we got the email, thus the outlooks requester vacation auto reply sends a message back. This loop continues untill about 100 emails, what is the best way of going about fixing this loop. Thanks, Hoopduerr
What is currently scheduled to be in Q3 or late 2006 release
Greetings, New to the product and community. Could a DEV or Support Engineer inform me as to what the current plans are for a Q3 release? I understand things are subject to change. Just looking for some things to look forward to. Please oh please ServiceDesk Gods AD Sync would be helpful! Let me know -Mike Network Administrator
SNMP asset scan
Is there any way to or plans of being able to scan network with SNMP credentials to pick up assets such as routers, switches, printers, etc..
Feature Request
Another good feature that should be easy to implement would be that of a e-mail notification option (Toggle On / Off) when a tech adds a new annoncment to all users that have a valid support sign in. Or even alow us to input a address to send an e-mail to. As most oranizations have group e-mail setup or a general plant e-mail. -Mike
Problem with WorkOrder.do
Sometimes when loading a ticket, the page will hang trying to lookup machine name scripts. I have applied the latest service pack. While viewing the source code, I have narrowed it down to this: There are five scripts loading directly under the title in the head of the page. The code entered on the page is: <machinename>/../scripts/<script>.js All other script references on the page are fine, but those five are causing this page to fail.
Many errors seen by users, and me when doing a print preview
I have been receiving reports that when IE is called from an application (that is used to have users submit a ticket for help) and the cache & history have been cleared, that the opening screen generates an error (Shown immediately below). 1) Clicking Personalize � pops up another window with the ServiceDesk login page 2) Clicking icons, headers (to sort) causes error 3) Using query to filter records causes same error as 2) 4) Clicking Attach a File causes same error 5) Clicking on name link pops
Time Stamp
i have updated the build to 5501. as it was mentioned that in this build the bug is fixe3d for the time stamp. but still i am facing the same problem. still it is not showing me any result instead if i customise the report for time stamp.its giving me below mentioned error. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request.
Webpage error when auto refreshing
After installing the new version of SD+ I've noticed that everytime the request page auto refreshes, there is an "HTTP Status 500" error webpage instead of the requests page. Why is this happening, and once I click on refresh it is fine. This gets very annoying !! :evil:
Searching 'Time Spent' Fields (and other showstoppers)
Hi We're currently evaluating the ServiceDesk Plus and SupportCentre Plus packages and have come across a couple of issues that I wonder someone might comment on. First thing is the 'Time Spent' field - we would use this in the following way: Once a request is added, the engineer would put an action in for everything he does - ie if 10 minutes was spent investigating the issue on the web, an entry of 10 mins would be put in, describing this. If the engineer then remote controls a PC to try anything
Reporting Question
Hello - I have been creating some reports in crystal reports and have come across a slight issue. A lot of our calls are closed at the point of opening; for example a password reset call never goes into a queue, it is closed when created. The issue I have is that ServiceDesk does not log it has been closed in the 'History' tab, it only logs the creation. So, when I go to report against call closures by our technicians, it does not give a true reflection of how many they have closed. Has anyone ever
Import of an inventory item?
IF, a big if, I am unable to rectifiy the workstations not being ID by either the Domain or Network scan, is there import options? I have other pieces of software that get me an inventory that could be exported and then imported to the ServiceDesk software.
Accessing ServiceDesk using MS Access
Hi, I'm using servicedesk ver. 5 (5009) and would like to connect to the database via MS Access to edit / populate some of the tables. I tried MySQL but I think importing large amount data on excel could be easier with MS Access. Does anybody have done this?
Posting Pictures in Solutions
When will we be able to post pictures in the solutions area? Being able to post them to show users examples that go along with steps in a solution would be awesome. But even if you could attach a pic would be a start.
SD not responding over night
Hi Is any one else having the problem, Since upgrading to 5.5 SD works fine during the day apart from noticeable slower. First thing in the morning SD is completely unresponsive the server is showing SD running. I need to shutdown SD and restart it. Then its fine until the following morning. SD has been working fine for months this has only started since the upgrade to 5.5 ???? Any help would be appreciated
Version
Hello - When is the next major release of Service Desk? Am waiting for Problem Management and many other promised features.... thanks Peter
Corporate Logo not display at top of reports
We are running SD+ Build 5501. When displaying/printing a report, it has 'Acme HelpDesk' logo at the top instead of our corporate logo. Our logo shows up on the login page, requester pages - but not on reports. Any help on this would be appreciated! Thanks.
Workstation report
Guys, anyone know of a way to produce a workstation report (detailed)? I want to be able to run a report for each workstation which shows all detail for a machine, i.e. harware, software installed, installation history etc. I assume it could be done using queries (in the new version), also i would like to suggest this as a feature for future releases. Thanks in advance
Can not find database
i want to make query in the helpdesk application database but i can not find the database on our server because i don not know the datbase name .
Russian localization
Hello. What about russian localization of ServiceDesk? We are very intrested in your product, but in the absence of russian interface we can not apply it. So, if we can help you in translating ServiceDesk into russian, please write to terfin(at)gmail.com.
resolution field
I am writing a report in crystal, but need to get to the resolution data for each call. Can you please let me know which table and field store this information please. thanks PEter
Opening the select column box from software list
Since the new hotfix was applied, you can no longer get the Column select box to open under the scanned software list. It works fine in other areas (workstation list, request list etc) but just not the software list!!! This is annoying as I do not have the "select box" against my software titles and I need to move many of these from the unidentified list into the exluded & managed as applicable. I have tried this under both Firefox and IE but neither work.
SD+ and PDAs
Does anybody know how well the SD+ web browser works on a PDA. I want to use our wireless cloud in our organization to be able to wander around with a wifi enabled PDA and enter jobs on the move. wondered if anyone had experience of using the SD+ web interface on a pocket/mobile device?
User Survey Looks Weird
I've created a user survey with four questions and six satisfaction levels for each question. The satisfaction levels are more than the general "very satisfied, quite satisfied" sort of stuff, as I wanted to put more explanation as to what each level actually meant - so for example, the highest one"Very unhappy: staff were rude, the response was slow, the fix took ages to get right and I did not understand the outcome". What's happening is that I'm only getting part of two of the available responses
DCOM/WMI using group policy
Hello, i was searching for documentation on how to setup the proper DCOM and wmi settings (and any other settings, like ports, etc) in GROUP POLICY to allow the network scanning to work properly on my windows network. Any help will be great, Thank you
A check box to elect not to send an email
Ankit, back to a previous thread re not sending an email to the client on closure of the case, can we add to that the feature of being able to open a case without an email being sent. i.e. when a case is created there can be a check box that says "send email" and this can be unchecked if it isn't required. We have a number of people ring with jobs and we put them into SD+ by hand and it isn't always necessary to send them an email, we just want to log it on the system for future reference. Also if
5.5.0 Backup Process
Is the backup process different in 5.5.0? It appears to have some different logic and I need to know if it is still required to shut down the service before backing up--or can the backup go while the service is running. I would like to be able to back up the system without having to shut it down--which would allow for multiple snapshot periods during the work day. Thank you, Matt Durham Public Schools
Missing Technician: not available when assigning cases
One of our technicians mysteriously disappeared from the list to assign cases. He is still listed in the technicians area, but is not available when assigning cases. I deleted his account, ran a AD sync, promoted his requestor account...now I can assign new cases to him, but not existing cases. Please help Trevor
backups
Hello - Does anyone know if the backup script in servicedesk can be modified to copy the data to another location? at the moment it goes to the backup folder within the advent directory. thanks peter
Edit Ticket Graphical Error
Greetings, Both our network admin and myself have had the same issue which hinders us from editing a ticket. The screen shot below should be a good example. (shows blue where middle frame shoudl be and puts everything way over to the right, also somtimes deletes right most frame) Is there an upcoming fix for this?
Tech Report Card
New Feature Idea, It would be nice as the department head to go into my tech's tickets and give a "grade" as to how well they did on that issue. We are new to this system but I already have tech's that are being lazy and not sending out communications to our internal customers. Or setting all the issues to onhold. As a work around I am simply sending e-mails to then with the ticket number and what the did right or wrong. It would be nice in the software to keep a running tally or tech score card
Technician Limited Workstation View
Hi My Technicians are unable to see past the first page on the inventory-workstation page - as admin I get the options to move to the next page etc.. but the assigned technicians do not get this option, please could you advise? Many Thanks
Customised reports using Crystal Report
Hi I would like to write some Asset reports using Crystal report, can I set up views in SQL enterprise Manager that links to the Servicedesk tables? Or is there another way? The Crystal installation is not loaded on the PC which runs ServiceDesk Many Thanks
Help required for report
Hi there, I'm looking for help to create a report for a particular time period. I want to create a report to look for requests received within a particular time of the day. I want to see the number of requests received within the peak hours. Regards, Roshan
Non-Doman enviroment
Hello, we purchased this tool a few months ago, and are now just starting to make use of it. I was wondering what the best way to have it setup and scan computers on our network is. We are not using a domain enviroment, so everything is via WorkGroup.....I was thinking I would just go and make sure DCOM was setup correctly, then make a administrator account to just do the scanning with....would this work, and would I still want to use it like it was under a domain (seems like people have problems
Cannot create reports with 5500 version of Service Desk
We upgraded to the new version of Service Desk and noticed that while there are lots of PRETTY reports available, we cannot generate any reports. We're constantly told there is no data to base a report on. We have LOTS of data. But I think there's a bad DB pointer in there... We need a hotfix on this NOW! I have an appt. with the SD+ folks for a webex session to follow, but I really hope this is fixed quickly! Justin
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