Adding Second Technician Not Allowed?
I am unable to add a second tech to the two tech version. The Local Authentication "Administrator" account is still there. I need to remove that and add another person. How do I do so? - Ken
Configure notifications on a per requester basis
We would like to enable notifications on a per user basis to allow our end users the option to recieve email updates when their case has changed or decline the email updates and check the web console to retrieve updates. We would also like the option to hide the My Details tab as this information needs to be updated in Active Directory in addition to SD. Please let us know if this is on the road map Thank you Trevor
Script Error
Line:8877 Char:1 Code:0 Error:Object expected URL:http://support.neirelocation.com:8080/WOListView.do
Empty Page after searching a requestnumber in search field
Hello, after this weekend when i�m searching for a request via requestnumber (enter in search field) i get a empty page. Any ideas ? Thanks in advance Andreas
Queues within ServiceDesk
We want to be able to change the queuing system so that when a ticket is assigned to a specific queue (e.g. technical queue), it should then disappear out of the unassigned queue. This would be extremely useful if there is some way we could do this. Neil
WAN Scanning
Anyone having success scanning workstations across a WAN link? Using a domain scan to scan workgroup workstations, I see nothing scans successfully. Also on the SD+ server I am getting "TCP/IP has reached the security limit imposed on the concurrent TCP connect attempts." in the system error log.
active directory users and domain with .local ext
We have servicedesk+ tied into our AD to pull user accounts and for authentication. our domain is setup like domainname.local (this is what mircosoft suggested) so when servicedesk+ downloads the AD accounts it creates their email as username@domainname.local, which isnt valid. the valid is username@domainname.com. how can we have SD+ correct that issue? thanks NF
Going live :)
Going live with the system on Monday 05/06 after 4 months of running the helpdesk app internally within the IT department. Looking forward to the results.... :)
Removing "Remember Me" until SSL is established
Is there a way to remove the "Remember Me" option formthe login page so that the passwords are not saved in cookies. I know it means additional logins for requestors but most of mine use email anyway and it would eliminate the unencrypted passwords in cookies. Thanks
Business Rules: do they work?
I created 3 business rules to Assign to Technician, Assign Priority, & to Assign to a Category based on 3 different acronyms defined in the Description field. I have received several requests already & it appears the Business Rules do not work. Am I missing something or is anyone else having issues with this?
Bug in the SD forums
It's odd that I'm submitting a bug report about this forum, but there's not anchored announcements regarding the current release and the like that usually appear at the top of this forum. :-) Justin
Monitors don't report until they are tested
I have an issue with many monitor where they don't report until I go into the edit screen of the monitor and click test, the monitor is sucessful and then reports okay. This even happens with some monitors of the same category on the same device, some work straight away, others have to be tested first. Is there anything in particular that is causing this?
change def. values of requestor detail on new request form
How do i change the default values of requestor details on the new request form.
Logging calls to an asset
Hi There, While registering a request i would like to log calls towards assets. For example if the network printer or a switch or server or any other hardware not classified as workstation is giving a problem I cannot attach the asset to the request. Is it possiblet to do this if yes pls guide how it can be achieved. Regards Shiraj Kasmani
Potential issue with SD5 with service pack 10
We have just updated our ServiceDesk implementation from 5.04 to 5.10 and we have noticed a few problems which I just wanted to share with people. Firstly, we had scanned a number of new workstations just prior to the upgrade and these have now gone missing. In addition, when logging a new request, there appears to be a new feature which allows you to select a requester from a list which appears when you type the first few letters of a requester name. If you select the user from this list, their
Bug report - Print Preview of PO's doesn't show status
We need to have the status (Open, Closed, etc) visible on the Print Preview of PO's. It shows up in the display screen, but when you click the Printe Preview screen, the status is conspicuously absent. Justin
Bug causes blue box after adding time entry
I'm enclosing a screen shot of a ticket view that occurred after one of our techs added a time entry. It embedded some code that caused the screen to insert a giant blue box where the ticket details usually go, and then shifted many of the ticket details to the right (almost like an HTML table). He tried refreshing the screen to see if it would go away, and also got out of the ticket and got back in again. It still persisted. He closed his browser and looked at the request again to see if it was
Schedule Requester import from AD
Hi all! Is there a way to schedule requesters import from Active Directory automatically. Using a command line or something like that? I did not find this on Admin module. Best regards, Fernando Possebon
Problem with userid
Hi There, We are in the evaluation phase and we are facing an issue with data accuracy. We have one user for whom if we assign a workstation or a request his name does not show up in the list. see the image attached. however if we go in the workstation or request his name appears Pls help ASAP
Enhancement: Split requests
I've found that I can split requests from a mail conversation. However, I've failed to see how to do this from the original request. I reqeuster sends a mail containing several different requests - how do I split this into multiple requests?
Where can I customize SLA violation e-mail ?
Hi, I'm setting up SLA and I need to customize the notification sent ... I don't see it in "Notification Rules" ? Do I need another coffee or it's missing ? Thanks,
Display bug in PO process.
In the Organizational Details page, I do not have enough room to put a full 1st line of an address. It will hold a number and a few more characters. The next line will hold a lot. But when you look at a purchase order, there's a comma that shows up between the number and the street name (the comma being between the 1st and 2nd line. I'm being hustled out of the building to secure it... gotta run. Hope that's enough details. Justin
Expired Contracts
How does SD handle expired contracts - are they kept on the system indefinitely or are they removed?
Feature request: Additional "home page" section fo
We're wondering if you can add a custom area (viewable only by techs) that sits above or below the announcement bar on the "home page" (or to the side of tickets being worked on) that has a number of "common" HTML links that techs would want to have handy. (say, to a UPS shipping tool, a web tool to check account information, request a tape pickup/dropoff, etc) Justin
No entry made for forwarded emails
One of our techs notified me that when she forwards mail to someone from within SD+, there is not record made of the forward, nor any notes. Even when she cc's the account for which our email is pulled from. Can this be fixed? We need to be able to show a reference to all conversations made from within the software. I'm a little torn as to whether this should include attachments since they're already in the system, but I suppose that a text reference to the name of the files having been forwarded
Possible bug in subject line parsing for ticket #'s?
Due to a transition issue hitting us when moving to an old ticketing system to SD+, we're having to open tickets in the old system, but include information for reference in SD+. This ends up creating subject lines that look like this: ##1234## - 45678 Issue with software FOO This is forwarded or replied to from within SD+, and our incoming mailbox is included in the list of addresses to receive this. It ends up coming into the incoming mailbox and creates a NEW ticket (not 1234). This leads me to
CC'ed parties not seen in SD+ until conversations appear
We've noticed that if our service desk software receives an email-based ticket, which was cc'ed to other parties, we are unable to see these other parties until a subsequent conversation is recorded, and then they're seen. Is there a way to include a reference to those who are cc'ed?
Can SKU or Catalog # be included in purchase order info?
For items that are regularly purchased (consumables, systems built a certain way, etc), we'd like to be able to have a SKU# or catalog # be included for purchasing selection. Can we have this included? Thanks, Justin
multi-line box size customization
Hi, I added some multi-line field under "Request Additional Field". THe box was too small for viewing or editing. Can we increase the box size larger for ease of reading and editing. Thanks Vic Koh
Image in text body
In "Solutions" I can't seem to be able to insert an image in the text body of a solution. I tried the standard syntax (example: <IMG src="http://mg-temp:8080/images/_capturi/Microcat02.jpg">) but it just displays the text. Attachements doesn't do what I want, I need the image to be in with the text.
Crystal Reports Help
I'm trying to setup a report in Crystal (version 11) to show all closed calls for the last week. The report needs to display who the call was assigned to, the requestor, the notes and the resolution. Do any of you Crystal guru's have something similar you wouldn't mind sharing with me? I'm struggling with this and it's been several years since I've used Crystal so the knowledge is coming back slowly and I learn much better by seeing examples. I'd really appreciate any help any of you can provide.
Database Schema required to fetch Hadware Configuration
Hi I required Table details to fetch all Hardware configuration details (from scanned workstation) in excel. Basic details I required to fetch are Workstation Name,Service Tag, IP, DHCP, DNS,Gateway, Workstation Make, Model, CPU, CPU Speed, Hard Disk Type, Hard Disk Serial No, Harddisk capacity, Ram, Free Ram Slot, Network Card, Monitor, Monitor Sr No, Sound Card, KeyBoard, Mouse, Printer, User, Department Which tables I need select & on which keys I need to join them to fetch out data Regards T.
Need a report of Asset on department wise
Is it possible to get a report of assets for the departments it has been assigned to
Computers can't be scanned (found)
Hi, We have the following problem. When we want to scan an sub-domain that is attached to our main domain Service Desk is not able to ping the computers that are configured in that sub domain. It is missing the full DNS name (computer.sub.domain.com). Is there any possibility to at the full domain name in SD? regards, Marc
MSSQL Support in ServiceDesk Plus
Hi, I have been playing around with ServiceDesk and there is only one thing that bothers me, no MSSQL support, are you still planning on supporting it? Thanks, Shmaya
Embedded Images/Attachments & Reply to Requester Default
Hi there, I recently upgraded our ServiceDesk Plus to service pack 3. While I am generally happy with the product there are a few little things I would like to fix up. When a customer sends an email to the helpdesk with an attachment (usually a .BMP graphic) it doesn't show up in the call, and instead I have to right click it, save it to desktop and open it there. Is there a way to fix this? Also, when I reply to an email within ServiceDesk, is there a way I can default the email to Plain Text and
Corruption in PO process
I was giving a demo of what is capable in the PO portion of the software (we REALLY need those improvements I requested!!!!) During the course of the demo, I spawned a new window to add info on a new purchase order (I'm working on two of them at one time now). I tried to finish some of the later steps in the first PO, and it was obvious that the two windows' data affected the other. I couldn't see the stuff I had entered into the earlier steps in PO #1, and moving back and forth using the back and
wich tables are using for display the list of assets.
I want to know wich tables are using for display the list of assets for connect an other application on these tables. Thank you for your answer
Error Severe
Hi, i have a problem in install Service Desk pluse . Help me, please! Chin OffNik D:\AdventNet\ME\ServiceDesk>(.\jre\bin\unpack200 -J-mx200M -r "D:\AdventNet\ME\ServiceDesk\server\default\lib\jpl-util.pack.gz" "server\default\lib\jpl-util.jar" ) Error: Could not open input file: D:\AdventNet\ME\ServiceDesk\server\default\lib\jpl-util.pack.gz D:\AdventNet\ME\ServiceDesk>(.\jre\bin\unpack200 -J-mx200M -r "D:\AdventNet\ME\ServiceDesk\server\default\lib\log4j.pack.gz" "server\default\lib\log4j.jar" )
Reply to requester - customization
IS there a way to customize the email template that you send to users when you click on "Reply to Requester" I want to put certain information in each email regardless of who it goes to I can see you can customise the email templates for purchase orders and contracts but nothing in there for requests
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