user logon
How do we make it so when our users login to add a request the default network is not shown. We are a school with a large user base and instead of the users having to input name password and then the network can it be set to our domain only removing the option from the user to select domain local logon and so on. We just want user name and password is what i'm getting at. Thanks.
Request Number Jumping..
after 5004 we are getting surprises, daily atleast one time Mail fetching is freezing, then after SD restart it start working again, and today suddenly request numbers jumped from 322 to 603 ??? any idea guys n gurus ?
Autonumber PO number field
Is there a way to seed the PO number and then have it autonumber for each new PO by incrementing by 1 each time?
Adding Due Date to Request form
Hi, I want users to enter due date when they enter a request. How do I get the Due Date on the HelpDesk - Request form. If I add Due Date as an Additional Field the system will have 2 Due Dates... Thanks, --Todd
Business Rules - SMS notifications
Hi Could a business Rule be created that would notify a technician via SMS of a particular incident/request. I am aware that "Notify technician by sms when request is assigned" could be enabled but then that would be all requests which would not be suitable. I appreciate that we could create another technician just for SMS notifications but again that is not ideal. Has anyone else got a need for this, i.e. something to warn you when your server is about to crash or the Air Conditioning in the server
Holidays with rules instead of hard dates?
Can the holidays definition include rules, or be able to import them from elsewhere on a regular basis? Defining when Memorial Day is (as the last Monday in May) would be more helpful than specifying a particular date. Likewise, Thanksgiving, labor day. etc. (for USA) Additionally, it might be good to have a 'blackout' period for weekly staff meetings where requestors could be told that their request will be taken when staff meeting is complete. We're a medium size business, and not a corporate entity.
Track IT versus Service Desk
Our organization has been using Track-IT for about 2 years. We are using service desk as a 30 day trial. My concern is that this software is made for small shops and not for mid size organizations. Is there any one that has switch to from Track-It or any other help desk software to Service Desk. I like to get your feedback and also know how many stations & users are supported.
Requester list
I just imported all the requester from my Active Directory. However, when I want to create a new request, some of the users does not show the Name so, I could not select them as the requester. This is shown on Image1.png. If I refresh the page, for instance, changing the number of display name per page, I shows the Name of the requester. However, I am not able to select it as the requester. This is shown on Image2.png Under the requester list, it shows everything fine. This is shown on Image3.png
new software licence?? problem
I was trying to add a new software licence and this is what happened... any takers
Build 5004 problem
We upgraded to version 5004 last night and are experiencing the following problem: New requests are emailed to helpdesk@domain.com and show up correctly in ServiceDesk. When I open the request and click REPLY, the cc in the reply email is helpdeskdomain.com@domain.com instead of helpdesk@domain.com. (see attachment) Please explain how I can resolve this issue as soon as possible since it is causing production problems. By the way - nice job on the HTML support within the work orders!
Build 5004 - very slow
We upgraded to 5004 last night and are experiencing very slow response times. The refresh is hanging up and IE is giving script errors. I've attached a screen shot of the error.
Build 5004 unstable--recommend not using!
We are experiencing multiple failures since migrating to the Service Desk Plus 5004 build. This Hotfix has introduced multiple catastrophic issues: 1. HTML e-mails are unreadable in summary auto-reply messages to users 2. The program is failing on multiple cases and requires a restart 3. Cases cannot be merged, closed or updated 4. Overall performance of the application is dreadful with 35 users making the application crawl over the web While we were having several small issues before the Hotfix,
Database Schema
Hi AdventNet I have found your gif on the database schema - THANKS - that was just what I needed. It takes a lot of time to figure this out yourself. How ever - it is not qiute complete for my needs. Could you please answer me this: Is the link from table AAAUserContactInfo to Technician_Fields - Userinfo and TechnicianID?? One would asume the link fields to be called the same? What is the link from table RequestCharges to Requester? I can get from Requestcharges via RCTechniciansId to find the technician
Linking to OpManager + Auto Requester generation.
Hi There, We are using SD+ with 2 Technicians and AD enabled. I would like to link SD+ with OpManager, but I have deleted the default Administrator account, so OpManager reports it cannot connect. I have tried entering my domain user details, but with no joy. Is there any way I can add the user back in as I SD+ reports that I cannot add another user due to the Licence. Also, is they any way to stop SD+ creating a new requester from the "Add Request" screen. We are looking at expanding the use to
Stop domainscan and CPU
Is it possible to stop a domain scan in progress? It looks like the scan is not responing anymore. Stopping and starting the service does not seem to do the trick. Also a server reboot did not help us out. a second problem, and i think this is a result of the 'hanging' domain scan: mssqld-nt.exe hangs up the CPU, together with java.exe it takes 100% CPU. Specs of the server: ProLiant DL380 Type Intel(R) Pentium(R) III processor 930.0 MHz Total Memory 512 MB Operating System Microsoft(R) Windows(R)
Report Question and DB Question
Can you schedule reports in SDP like you can in OpManager? When you create custom fields for requestors - which table in the DB does it create those in?
Email Polling - Turn off Auto-Delete
Just wondering, is there anyway we can stop SDP from automatically deleting emails once it has downloaded them? Ideally we'd like to keep a complete archive of all emails that come in, without having to pass out a "new" email address to our users.
reports
is there a way for technicians (who are not admins) to run reports?
Costs or Quotes for requests / ITIL - Financial Management f
My department primarily provides IT Support to our company and so I am happy using Service Desk Plus. However we are often asked to provide reports or develop intefaces for our company's clients. These requests always come in through the service desk but quickly require us to provide a quote / costs back to the requestor. Ideally I'd like some integration with CRM products or a built in workflow to enable us to have a quote/cost approval process. I believe that if you wish to implement ITIL into
Contact Number Wrong
We are just trying to demo this system at the moment and have imported our users from active directory. When a request is created the contact number displayed is the users mobile number, rather than their desk phone number, is there a way to change this?
Time Format change
Was wondering how you can change the time format when you have a look at the comments and bnotes added, at the moment it is set as Year/Month/Day I would like to change it to Day/Month/Year
Adding attachments to an existing ticket not working.
I understood that the newer 5.0.0 build 5003 to have the option allowing requesters to add attachments to an existing ticket. I have not be able to find this option as a requester or the setting to enable this option for requesters. As a technician I can attach files and would think this option can be made available to requesters. Please advise. Danny
URL encoding for attachments
A user submitted an attachment to a ServiceDesk request through email. The file included an ampersand in the file name. The link to the attachment within ServiceDesk did not work until I changed the URL encoding for the ampersand. Is this a known bug?
Service Desk Plus accesible in our website
Hello, Good Day!! Just wanna ask if we can make available this application though our website? And if its possible to test it on the free edition or we need to purchase first before we can test it. Hope you could reply. We are really interested in your product but we still need to confirm and test it out if it will work with our current processes. Thanks and hope to hear from your team as soon as possible.. Dennis Software Engineer Diebold Philippines
Possible new feature - auto assigning technicians
Hi there, We have been using SD+ now for a few months and are really pleased with it. One thing I am starting to find though is that technicians are not assigning the tasks to themselves before closing, so when I report on closed requests I keep finding lots without a technician assigned. Would it be possible for SD+ to automatically assign the current technician when they enter a resolution? Also it would be really nice to have a button on the "Enter resolution" screen that will have the info and
Exception when adding/editing/removing catagory
Hey, :) I get an error when I try to add,edit or remove a category. Any feedback on how to solve this problem will be greatly appreciated, cause I am all out if ideas! :) The exception caught is: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.admin.category.deletecategory.failure.nodata org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
access limitation
There is a feature for limiting access to technicians for contracts, PO's etc., but there is a requirement for data segregation within assets, requests etc. We do not want all the requests or assets seen by all the technicians.
URL link in email message does not work in Outlook 2003
Example is below; Request details are : Created by : bbrooks Due by date : 20-Mar-2006 13:00 Category : Software Title : Need to install the securakey rklink software v2.2 Description : Click for details : http://10.107.4.27:8009/WorkOrder.do?woMode=viewWO&woID=5403
Location - useless?
Hi all, We're currently evaluating SDP, and for the most part I like what I see. The one major problem we're running into though is the inability to use the Location field in a business rule. I understand Departments are tied to Locations, and you can use Departments in Business Rules. But we're also using AD integration, and when you use an AD user as a requestor, you cannot select a department. Most of our users in AD were not entered with departments (we're a school) and thus this does us no good.
Request Category button problem
We have set up SDP so that we have over 100 request categories (including Main Categories, sub-categories and sub-sub- categories). However on the request screen, we get the attached error if the yellow category button is used: An error has occured in the script on this page Line: 314 Char: 38 Error: Expected']' Code: 0 URL: http://[int ip address]/CategoryList.do [/img]
Resoltuion Section
Unable to type any text in the resolution section orf ServiceDesk. Has something been broken??
Assigning to a Department AND a User
I'm just evaluating this product for our school and would like to know if it's possible (or if it's in development) to assign a machine/laptop to a Department AND a User at the same time? In our school a Laptop is assigned to a Department, but also to a individual user. At the moment I'm adding the Assigned user to the Comments section manually.
Date calculations using Crytsal Reports
Hi all, I've got the Crystal report link up and running, and can now create reports the way we require them. Once you have the datamodel it is all relatively easy and straightforwarded. The one thing I cannot manage however is formatting the dates in a way we (humans) can easily read and understand. I saw earlier post about using sql statements, but I cannot find any place to insert these (after extensive searching in the help). Anybody to the rescue ?? Thanks in advance, Jan-Peter Beekman
re open a closed ticket=>wrong time spent
Hi, Ticket logged at 4pm on MON, and closed at 5pm on MON, will show as taking 1 hour . But the requester replies to the email "notification when the request is closed" 3 days after (to say thank you for exemple) then the request is re-open (automaticaly). so the technician re-closed the request and then the request will shows as taking 31hours (the service is open 10 hours per day) instead of 1 hour and 1 minute. Is there a way to have the good time spent on the request ? thanks sorry for my english
adding request additional fields in notifications
how can we add requests additional fields in notification?
Add Time Entry
In some requests the "Add Time Entry" button does nothing when you click on it. I have tried but cannot see a any difference between some of the requests in which this does not work and most of the others in which it does. Also some requests don't show the start/stop timer action link on the right. I know its probably something obvious - but can someone tell me what it is?
Access MySQL-DB via ODBC
Is there any way to have a ODBC-Connection to the Database direcly which will help me a lot with my needed quarterly reports. thanks FHe
HTML Mail
The HTML mail is still a problem with Service Pack 4. See below: Content-Type: multipart/related; boundary="----=_Part_18_16013333.1142624935500" ------=_Part_18_16013333.1142624935500 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit <div id="editDiv" style="padding: 3px; font-size: 11px; font-family: Verdana,Arial,Helvetica,sans-serif;"> Thank you for contacting the Montgomery County Common Pleas Court's Help Desk. Your help desk ticket has been closed. If
Integration with Active Directory
Does exist a possibility to have in SDP the user accounts form AD up to date in real time? Thanks
Web Server
Can you conifigure Windows IIS as the default web server for ServiceDesk? I would like to have external capabilities for requesters to submit tickets but want to do it securely by adding SSL. Thank you.
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