Merge doesn't assign the technician?
I could be wrong, but I noticed this morning that where a response from the user becomes orphaned from the original thread, if I merge and reply to the remerged email, the technician field in the response is empty.
Enhancement Idea?
It would be really handy to be able to change the category of a call in much the same way you can assign an engineer. From either the screen showing "Open requests" or the View Request screen rather than open it. Steve
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
Restoring Data Hangs
When trying to restore data the RESTORE DATA IN PROGRESS window just keeps running. The window has been running for over 10 minutes. How long does a restore generally take? Am I doing something wrong? I followed all directions in the user manual. I am attempting to move the data from an old PC to a new server. Thank you, Ken W
Hotfix applied...now problems
unable to login to servicedesk since I applied the hotfix to 5500...what is the default login name and password?? Hopefully my database is not all erased....How do I go back to the old version because I think this version is unstable??
restore database using linux console
how is to restore database using linux console, i mean without enter to desktop. is that possible that restore this database from console (i use ssh) Thanks
restore database using linux console
how is to restore database using linux console, i mean without enter to desktop. is that possible that restore this database from console (i use ssh) Thanks
Open and Unassigned shows On Hold as well?
I have just looked at my Open and Unassigned requests and I noticed that I am also seeing the nine requests that are ON HOLD.
DATABASE IS GONE !!
Before installing the update to 5500 i backed up the database and now when ServiceDesk starts up, it is like a fresh install. ALL MY DATA IS GONE !! why will this not restore back?? I cannot even un-install it...the data was very important and now it is all gone. Please help me get it all back !!! You guys should test this stuff before releasing it, not wait for people to tell you that it's fucked !!
Preventative
When creating a preventative, I can't seem to save it with the mode = NONE. It will save it as email or one of the other two but not with NONE. It isn't anything major.
Script Error after updating to 5.5 from v 5 hotfix 5010
I am getting a script error every time you click on a link within the helpdesk. This was after the update from version 5 hot fix 5010 to v 5.5. Here is the message: exception occured when executing post invoke script setSearch ('Search','Go') msg : object expected. No luck unintallling the latest version as it won't let me. Anyone else run into this? Thanks.
time entries lost when merging tickets
try something like this on version Build Number : 5010 - create two tickets, add time entries to them - merge these tickets you will find that one of the time entries is lost is there any fix for this? jacek
New tickets created every 2 mins
No valid command found is the title from our email system. I have attached a copy of the request. We get them every few mins. Over the weekend we had over 3000. They only thing we can think that may be causing this is that the technicians are no longer able to be selected in the requester field. Therefore no email address is matched. Any ideas? Thanks. Michelle
AD Users Import
Hi Dear, I've 2 questions, i'm using service desk plus 5.0.0 my first question is 1. When i try to import users from Active Directory Domain its shows numbers of users but it Failed to add Record. 2. 2nd thing is there is any way so that user can view his own workstation inventory which is assigned to him. Thanks Aamir
ServiceDesk will not start after Hotfix 5500
Hi I've been evaluating SD as a possible support tool. Having seen the latest hotfix deals with the old 3mb attachment limit I decided to rebuild the server and reinstall from scratch with the base build plus the hotfix. Worked fine after the main install, but after applying the hotfix the servicedesk service will not start. I had hoped this hotfix would cure the problem of HTML code appearing in emails but will have to wait and see. Can anyone please advise which logs need to be checked and what
Plain Text Option gone
There used to be a "Plain Text" option available when replying to requesters. I can no longer find this option and GroupWise 5.5 will not work correctly with your HTML emails. The message body is always empty.
Subject line in a preventative maintenance request
I set up a daily request to check some log files and I noticed that this morning the request came in as follows. Subject line: SERVICE DESK: Request ID :RCPS 301 has been added to queue $Queue Does $Queue mean unassigned, which is where it lands? Thanks
Ticket Mouseover Detail
Would it be possible to show the full request title in the details box that pops up when you mouse-over a request in the list? We use title prefixing to assist in auto-assignment which makes for a longer request title and I have to open each request to know what it's specifically talking about since I can't see the full title in the list or the mouse-over.
Upgrade - HTTP 400 Bad Request
Hi, I'm testing out ServiceDesk as we need a help desk solution for the Charity that I work for. I am running windows 2003 server and had the software working fine. Since upgrading to 5.5 I now get the HTTP 400 Bad Request in IE. I have tried clearing cookies and cache with no luck. The server has been rebooted also. I am running IE 7 Beta 3 but have tested it on 6 to no avail. Please let me know asap so I can continue evaluating your software. Many thanks, Ollie Wright
This week - it's tomorrow today
On the home page this morning (Sunday), the figures for "this week's" requests show the week starting tomorrow (Monday). Today is show on last week's figures.
Service Desk Upgrade
after upgrading to 5.5 i now get a error from the link to OpManager
Link between software and assets - MySQL
Has anyone discovered how the software (in the softwarelist table in the database) and the assets for licenses (assetdetails table) are linked? I'm writing some custom reports, and can't find where this link is. I'd like to be able to pull out of the database a piece of software and see the number of licenses associated with it. Many thanks Jim Mills Bluestone plc
Helpdesk level and mode editing
Hi, in SDP 5.5 (build 5500) I can't modify the pre-defined 5 Helpdesk-Modes and if I add a new mode, it's saved as a new Helpdesk-Level Why? Thanks
Assets scan
It's possible to have a scan for the Assets like in opManager? At least a scan for the printers Thanks!
Page loading getting slow
It seems to me that with every update and the number of requests in the system the page loading gets slower. Anybody having the same impression? We only have 1000 requests in the system but pages take anything from 10-15sec to loads on fast servers and pcs.
Concerns about necessary actions for each migration
There have been a lot of problems manifested in this migration that have to do with the clearing of the cache and history. We're on the cusp of rolling out this software to end customers with an occasional need to have end users clear out their cache and history. It's (frankly) a support nightmare. Our techs have the same problem until I explain the need to do this flushing of cache and history and they get it. But is this going to be necessary for each migration? Is there some way that you can have
Solutions Page does not load
Hi, I have a problem opening the solutions page from the tab http://servicedesk/SolutionsHome.do The header loads, but the page contents hangs. These are the last few lines I get back from the server, it may help. !--End Browse by category-- /td /tr tr I did creat a backup, re-initialized the db and restored it, but did not fix the problem.
Purchase orders approvals, etc
Can I suggest the following enhancements to SD+ for the sake of avoiding problems with PO approvals, etc? 1. Have the check box defaulted where it says to notify the PO requester by email when approving the PO. You currently have to check it. Silly me, but some people aren't selecting the checkbox. 2. Have the ability to add a number of people to the notification of a PO status to a number of people. Either use a PO notification group or have a selection of people (defaulted) that are notified when
Some suggestion
I am currently testing the Service Desk v.5 product and I view this knot: - on Contract > Add Contract page on Contract Rules section the list of Available Assets and Maintained Assets are too small: if you have several asset with long name you don't distinguish (see attachment) - I want to store on database also fiscal document of purchase (invoice), or a link of this. Do you know solution? I can add custom fields on P.O.? If this is possible, the custom fields added can be an external links? Thanks
Templates dynamically shown for categories selected?
We have a need (as a result of a financial audit) to be able to track certain information on tickets. Can there be a feature implemented that if a particular category is chosen, a template that's associated with that category is shown? It would have to be dynamically switched in as a result of picking a category, but I know that kind of functionality exists with the selections boxes for who you want to assign a ticket to. If you pick a technician, another selection box on the page is changed to reflect
scan error in new version 5500.
when I update to 5500, the domian sacn function can not use. OU in domain has already listed, but the 'scan' button can not use. why?
request view error after update to 5.5
after update to 5.5 al the requests when opened show different errors. For example: (see attachment) looks like errors in the code. No problem in solutions of inventory, only in te request views.
Bug/undesireable side effect in SD+/browser BACK button
There are several windows (ticket editing, notification editing, etc) where if you try to use the BACK button it actually takes 2 clicks to get back to the "prior" window. The FIRST back button click actually clears out the text of the editable portions, and the SECOND back button click actually takes you back to where you expect to be. Which tells me that in getting to the editing window, you're actually jamming in a "skipped" step to create the interface, and then filling the text entry windows
Just wanted to say NICE JOB on the ticket editing interface!
I know we tend to nitpick a lot of the things that are wrong, but I wanted to say GREAT JOB on the ticket editing interface! Horizontal rules, cleaner & more intuitive icons, placement of action items on the top (in the ticket viewing interface). All are really nice! Thanks! Justin
History's colors
What does the colors in the History area stand for? For example, the background color of the action's title in the Request history It should be useful a legend even for the user (requester) Thanks!
HTTPS support in version 5500?
New features in Minor Release- Build 5500: Https support How do you enable https? It does not appear to be available in this version Please advise Thank you
Is there something "special" abt notification chec
With the 5500 version of SD+, my firefox browser (with several ad blocking extensions installed) doesn't display the checkboxes on the notification selection screen. I looked at IE and another firefox installation without all the adblocker extensions and it shows up fine. Are these checkboxes REALLY advertisements? :-) Is there anything special about them? As opposed to OTHER checkboxes? This needs to be made consistent. Thanks, Justin
SQL query to change the categories of old requests
Hello! We have been running SDP for a while now and we want to change some of our categories. We'd like to run a SQL command to move all the closed requests into a single category. Can someone tell me what the command might be?
What causes this mysql command line error?
I'm trying to prune a list of domains from our SD+ database. I tried the following command, and get the following output: C:\AdventNet\ME\ServiceDesk\mysql\bin>mysql -u root -P 33366 servicedesk mysql Ver 14.7 Distrib 4.1.12a, for Win32 (ia32)Copyright (C) 2002 MySQL AB This software comes with ABSOLUTELY NO WARRANTY. This is commercial software, please see the file MySQLEULA.txt for details Usage: mysql [OPTIONS] [database] -?, --help Display this help and exit. -I, --help Synonym for -? --auto-rehash
Custom request page for each service
Is there a way to have a custom request page for each service in an organization? Like the application support team would have a request page that contains their relevant information, the facilities team would have a separate request page that would contain their relevant information and the IT team would have their own separate request page that contains their relevant information. This would be better to organize rather than have all the required fields on one request page that confused customers
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