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
technician notification not working
I keep experiencing this issue and was hoping this upgrade would resolve but did not. I also discussed with one of your techs and they did not know either. After a request is created and you email the technician assigned to the request the link that appears in the tech's inbox is not valid. Comes up with "The page cannot be displayed". The weird thing is SDP actually displays the link but when you hover your mouse over the link it displays "http:///", you can copy the link and paste in browser and
Problem with Spam Filter
Hi, I was very glad to see that the upgrade to 5005 brought to us the french language support and a spam filter feature. Nevertheless, I'am unable to set a good exclusion filter. As soon as I use more than one name with the "sender is not contain" filter, all incoming mails are droppped. If i use only one, it works. Thanks to help me, even if it is necessary to edit a text or xml conf file. Regards, MM
What a technician can see
This may have been asked elsewhere or is on page one of the manual, but I couldn't see it. Can we create a technician who can only see the items in one group and nothing else? Or is that in fact the norm and I just haven't limited my account down sufficiently to find out? We MSP for a client who has his own IT bod and we want to let him see what is going through from his people and nobody else, in fact he doesn't have to be a techie account, he just needs viewing rights to just the cases from his
Importing requesters
Hi I want to set up a scheduled task to automatically import requesters. Where is the routine or bat file located so that I can do this or has anyone got any ideas on how I can do this?? Thanks
Search feature Request
To AdventNet, In the search field area there is a Drop Down list option to search for keyword in Requests, Asset, Workstation, Software, etc. etc. QUESTION: Will we be able to have Field Types in the request form as a items in the Drop Down List
Merge emails to open ticket
Is there anything in development that would allow it so if an email came into Service Desk, and there is already a ticket that has been opened, to merge that email that came in to the already open ticket. I find that this would be extremely useful to me. Thanks!
Schedule reports
Hi, Moved up to the latest version of SD+. Was really looking forward to using the Scheduled report option. Whenever i try and set a report up to run it says "The selected date must be greater than the current date. I've checked the regional settings on the server and the PC. both set to GMT. Any ideas?
Announcements
Hi all, Is there any way to post the announcements onto the login page? I'm trying to find a quick way for out users to view the announcements without having to log in. Thanks, Ollie.
download of older version
hi im currently running SD+ 5003 and wanting to go to 5500. But for my own piece of mind id like to have a download of 5003 that i could re-install if the upgrade goes totally wrong. Is there a link anywhere for this???? thanks
Remove options from guest logins
I'm currently testing SD+ with the aim of implementing it soon. However i want all staff in our organization to login in under 1 guest account and then select their ID from a mandatory additional field. This is so staff can see all requests and see just how busy our support department gets. However, if everyone logs in under 1 account, is there a way to remove options from the account so different staff members don't keep changing various options. We would like to remove the 'My Details' tab, the
Date field in Asset
When trying to amend the end date for either lease or an additional field for warranty that i have added to the product (asset) page, you cannot go past 31 Dec 2006. Error message "Stack overflow at line: 1076" is presented within Internet Explorer. In Firefox browser, the error does not appear at all and the calender simply refuses to go past 31 Dec 2006. Attached is a screen print... please can you help with this as we need to add in all warranty information for our assets. I assume that it is
Blank Descriptions
Yesterday I installed the HotFix to upgrade my Servicedesk Plus from 5010 to 5500. Since then I have had a very strange, intermittent problem. For pierods of time, when a requester opens a new request the information in the Description field does not get sent with the request. All I receive is the requester's email address and any attachments they sent. This is starting to cause a problem here as we are not receiving the information we need to work on the request. We do have a re-branded version
Strange error (Requester Side)
Love the program.... been testing it for a few days now. I am having an issue with the requester's form. Half of the fields are cut off (as seen in the image) Please advise. Thanks
Asset report with department name
Hello, I need to create a report of all assets but by department. The issue is that an asset is either allocated to a department, a workstation or a user. So I was planning to build a query with some "join" in order to get the - The workstation to which an asset is attached - Then the user name to which a workstation is attached - Finally, with the user name get the department name. But I cannot figure out the link between the various table. Could you please give the name of the various table I need
blank descriptions on requests
Hi I have attached 3 screenshots of the result in 3 different browers trying to view a request...(note before the upgrade to 5500 viewing the descriptions of requests was not a problem on any browser). So Firefox works and Safari and Opera dont ??? and i use Opera now as i feel firefox is becoming like IE. Why did it work before the upgrade but not now??? and it has nothing to do with cache, this is on a new machine i installed opera 30 minutes ago.
Products, Inventory and Assets
Hit a bit of a brick wall here maybe somebody can help. We are starting to use the inventory feature. Most of the equipment we have is identical so when trying to add a product for the inventory we get a duplciate name error So to combat that (which we don't want to do) is use a standard product called Stock Monitor fine so far but when we get to the asset area again we cannot have duplicate names. I also tried using dummy PO's as that can handle multiples but the the product name becomes Monitor
Printing of PO's affected by poor rendering
I've talked with AdventNet about this issue, but this is to formalize the problem. When printing PO's, any lines of vendor items/descriptions that are too long will push the text (price, etc) on the right side of the page off the page, and cause a separate page to be printed with the missing data. Sure, you could do scaling, but then the entire PO is shrunken down. Some might claim it's a browser issue, and that's partly true, but really, it's a rendering issue with the page. It DOES NOT wrap text
Time Spent Blank
After the upgrade to the latest version, we just noticed that all previous tasks have their time spent wiped. They have the name of the technician with 00.00 instead of any time.
Purchase Order dont work
When I choose the option "Submit for Approval" It choose by automatic the first requester in the database, I have to change "to" to another requester. When the other requester receives the e-mail it looks like it has been sent from the first requester in the database and not from "Helpdesk" And one thing, does everyone who needs to "approve" a order to be an technicans? It should be an option for everyone to approve orders. Best Regards Daniel
AD password
Hi My question is : How does the reset password work. Does it actually reset the password for AD ? I tried to use it today but it didnt work. Also just to note that if it does reset the AD password would it be possible to add the force user to change password option. Otherwise the user has to tell me what they want the password to be changed to which defeats the purpose of security. Thanks Barb I had originally posted this in the forum Troubleshooting but as i can see noone seems to be answering
java unpack error
I am getting a error on the install of ver. 5.5 when it is trying to unpack the jar files. Any one ever seen this?
Contract attachments
Apparently you cannot add attachments to contracts once the contract is created. Adding attachments is only available when creating the contract. Am I missing something?
Multi-homed Web Server / Port Change?
Hi: I'm currently testing SDP for implementation in my enterprise and would really prefer to use port 80, but have to run on a machine with an existing web server. I went ahead and multi-homed the machine assigning a new IP. Is there a way to bind the HTTP server to port 80 on the new IP in SDP? Anybody have any ideas? I would really prefer to use the default port to keep things simple for my users. Thanks! Brad
Inbound Spam
We have turned on the Spam filter on our ServiceDesk plus, but even though the spam emails are being deleted, its still creating a requester with that email address. Can that be prevented as well?
BUG: Simultaneous PO submissions causes numbering problems
When two people are working on a PO at the same time, there is an issue with the same number being assigned to the different people. It ends up being a problem with a vendor selection and other areas. Weird errors appear. What needs to be done is that when a PO process is started, some way of handing out numbers needs to be managed. Given that HTML is stateless, someone getting/using a number for some time as they look up vendor items and someone else coming in and getting the same number is not
Workstation History report
Is there a built in report or a way to create a report that will give me what has changed on the workstation daily? I am setting up a daily scan and would like to login in the morning and see if anything on any of the workstations has changed.
Preventitive Maintenance Error -Monthly schedule
I was able to make a PM task and create a Periodic schedule but when I try and change and then create a new MONTHLY task it gives the error below: Any Ideas? FAILURE :Error occurred while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,152,736,247,599.
Request created Time is off by 3 hours behind
We are currently running SD 5010 on Windows Enterprise 2003 Server the time on the server is correct with the lastest Time Zone and Time and Date but I don't understand why Service Desk is showing a 3 hours behind I check forums to find a fix with no luck thats why I'm posting this. Any help would be appreciated. Thanks
banning requesters
Can we actually ban a requester? Either to stop them getting in in the first place and secondly to ban them if they have left the company but we want to keep the case history associated with them.
Scheduled Request - can this be setup and how
We have requests that occur on a schedule - weekly, monthly, etc. I understand that a feature called "schedule request generation" was added in build 5500. Can someone please let me know how to build a request schedule. Thanks Rob Holmes Network Analyst Guelph General Hospital 519-837-6440 x2275 rholmes@gghorg.ca
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
Sending a solution to a requester
Can we actually send a solution to the requester without cutting and pasting? It would be useful to leave the request open in a window, look through the solutions and then send the solution (after possible topping and tailing) to the requester. Or again from the solutions to be able to send to a requester from there. Here I am thinking about me browsing for one thing and coming across another which reminds me that this solution will fit a previous request (that is grammatically poor...). In this
Java unpack error?
I downloaded the new full version of 5.5 yesterday. When I went to install it it got to the unpacking jar files part and died. Said a error accoured unpacking files. Any one seen this before?
alter the "MY VIEW" page
Hi Chaps, is there a way to amend the "MY VIEW" page to show not only the requests assigned to a specific tech, but also all requests assigned to queues/groups they are members of (without having to filter it)?
How to re-configure the AdventNet Fonts?
The Chinese version of AdventNet looks unclearly, can I change the fonts and fonts size?
Lack of editor for announcements
The ticket editing, and notification editing is vastly superior to the editing controls seen in the announcements. We cannot add links, or provide different fonts, colors, formatting, etc. Can this same editor be utilized in the announcements? Justin
Request Assignment
Is there any way to automatically assign a new request to a group based on the request category?
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