Restore to database does not function
I've got 2 files in my backup directory one with and one without a .data extension. The one with the .data extension seems to list file attachment data, the one without has all of the data from my database. I've done restoreData.bat <filename> on both of these files, however no matter what none of the data seems to import (I've queried the database directly afterwards to verify import, the data is simply not there). However, it reports success and the error log fil shows no data. we had issues with
BUG - Overdue filter list
Requests that are in a queue don't have due dates until assigned to a technician. This is fine, however the Overdue filter should not show these requests since they are not overdue. Our unassigned request without due dates that are in a queue appear on the list when using the overdue filter. Regards David.
csv format not importing all asset records
Hi, When I use the CVS format to import asset records, not all records are imported successfully. Even though import message says all records have been imported, I can only see number of them on the asset list in serviceplus application. E.g I have 357 records in the csv file but only 29 items are imported successfully. Is there a limit on the asset record supported in serviceplus? Thanks.
Scan - serial number
I noticed that on a workstation scan all the information was captured including the model number of the computer however the serial number was not recorded. The scan was completed for an IBM Thinkcentre desktop computer. Any idea why it didn't find the serial number? That is probably the most critical piece of information recorded in a scan. thanks!
Reporting on Overdue Requests
The standard reporting on Overdue Requests is too limited, buggy, requires to much mouse clicks and in the end the printed version looks bad. Sorry to say this, but the reporting module can not compete with the rest of the ServiceDesk modules!! Being an IT person I know that everybody wants their report differently. Thats why I connected to the Database directly through ODBC. Using access I could make any report I want. Surprisingly no data is shown in the records. All fields show 'DELETED'. This
Date/Time Stamp Created - Can it be Modified?
Once a request has been created, it obviously date/time stamps it with current date/time. unfortunately most of the over worked HelpDesk people are not able to create the calls at the moment when they happen. Can the original create date/time stamp be changed once a request has been created and left in the "Open" state?
External version
I would just like to know how prominently an external version sits in your roadmap. We are a small IT company currently looking for a soulution to support all our customers. These are not internal customers. I would like to see the addition of Company name, Address, contact numbers etc. for the clients, not just a location. And also be able to add contact names/numbers for that particular site. Workstation scanning is not required, but asset tracking to an extent is, as we do have sites that have
Backup takes hours and hours
We have only 126 Requests in the system but the backup takes 5+ hours - this cannot be right! It used to take a few minutes in an earlier period/build. As it performs the backup, it seems to grow to above 2Gb and then finally compact down to 60-70Mb. The server also max's out every now and then with a servicedesk java process which again is something pretty suspicious, anyone had this problem? We have entered a Support Request directly into the website about the backup but have heard nothing back,
Windows Cal's
Hello, We are currently using service desk pro and we use it for asset management everything works great. A problem that I have come across is that there is no way to enter how many windows cal's that we own. Example lets say I have 100 Windows 2003 cal's. I would like to add that to the asset management fields. Is there a way to do this just like how we can track software? Please let me know. thx
Time spent on Project
If I enter a project and tell the system it takes 8 hours to accomplish, then 8 hours later the system lists it as overdue. Is there a way to assign the amount of man hours total, not necessarily in the same day?
Active Directory Element Mapping Schema
I am trying to find the Active Directory (AD) element that maps to the technician SMS e-mail ID. Also, we are noticing that if a user has a Mobile Phone number in the AD, that replaces the telephone fields (actually superseding others) in the listings. So is there an available mapping listing of what elements are brought over from the AD and what they map to within ServiceDesk Plus? Thank you, Matt Sickles Durham Public Schools
Confused about product politcs....
Hello, iam very confused about Servicedesk and all that kind of other SD variants of this product. Currently i used your SD+ edition for about 1 month, is great i will buy it, but now there is another software Supportcenter, would be nice to see a feature comparison what one product does and others not....and now one asked about some feature and you tell em about an IT version.....so what are the plans now, when will Support-Version be ready with asset management....and why it is a bigger programm
SQL Error with Cystal Reports 7
I am trying to setup a simple crystal report and keep getting the error message in the attachment appear everytime I try and add a field from another table All I am after is a report that shows the request title, status, priority and sorted and grouped by technician
CC in notification emails
Is there any way to add a cc to notification emails - for instance copy to the requester's supervisor so they can track the progress of a request?
Email Notifications
I am trying to customize my Email Notifications. However when I put $ContactName to get the Contact Name on the actual email received I get $ContactName, not the actual name. I do have contact name on my list so will you please let me know what I am doing wrong???
demo: where is the internationalization?
Hi: I checked almost every menu on the servicedeskplus demo page, and I didn't find any option for changing the language. Will you still include the language options in the downloadable version, right? thanks, in advance... isaac.-
Scan Remote Domains?
We are a computer consulting company, and we would love to be able to add the workstations of all of our clients in our service desk. Is it possible to scan remote domains? If so, which port of their router do we have to open. All of these remote servers have a static ip address. Thanks. Rob
email template
I am not able to include "Date Completion" into the email template because it is not in the list of content variables. Also, it will be good to also select the others fields such as the additional fields which I have creatd for my own use. Thanks.
Required fields in requests
Is there any way to make the fields in a request madatory before submission? Specifically I need the Category field required. Caerie
Description Field
Is it possible to define a template for "Description"? I need to have items like "findings", "Recommendation" in the "Description field". Thanks.
Reviewing Software - "Location" field, where is th
We have multiple office locations. I see that you can setup "Locations" in Admin but I can't locate where this Location list can be viewed after it is created. I do not see them on the Request. Beverly
Configuration Management
Hi there, have you plans to integrate a configuration management in your service-desk software? We are looking for a solution to manage our server-configurations thanks Florian
Service Desk Plus - Database Schema
I have installed the 30 day eval. I am desperate to test SD+ with our data imported into SD+ in order to judge performance, reporting and usability. I would like to be able to import from our current database but require the schema and root login and password for SQL. Would it be possible to provide me with these. Even better give me some idea when the Track IT to SD+ migration tool will be available. Damian
how to set Service Desk plus to Chinese language Interface
we tested your software. It is so excellent! But we still have a question: our users only can read chinese language. Yes , we can input chinese now . But we hope the interface also be Chinese language. We heard you have the Internationalized Version of Service Desk plus . Is it true? How can we set it to let the interface (forms,reports and so on) use chinese lanuage? If not, do you have the plan ? how about the schedule? By the way , We found the font size is too small if we use Chinese font? Can
Importing Accounts from Active Directorty
I've been using SD for several months and am very pleased with it and the responsiveness of you support. I would like to have the ability to choose what fields are imported from Active Directory accounts and the ability to choose what fields to have that information populated into. Thanks for such a good product. Jay
Time Spent Incorrect
I have set the operational hours between 7:30 and 16:30. When a request is opened one day and closed next day, before due time, the "time spent" field doesn't show the real time spent, it shows all the time that has gone from created date to completed date. I would like to see the real time spent. How can I solve this? Thanks.
new Requset error
In ServiceDesk Plus request screen getting an error "Error Code - 1,140,369,577,343." does any know what that error is or where to find the listing of error codes?
Error generating custom maxtrix reports with add. fields
Hi Guys, I've emailed support@servicedeskplus.com on the 10th Feb with no reply so thought I'd try the forums. Version 5.0.0 Build 5003 Description of problem: I am trying to generate a Custom Report using an additional field. I get an error. See below. The settings for my custom report are: � Matrix Reports � Requests Module � From 2006-01-01 To 2006-01-31 � Summarise information by: Category and then by: Incident Type Incident Type is an additional field for the Request form. Type is Pick List.
Network Scan Problems
Cannot scan workstations not in a Domain. It scans the servers OK and all details. It sees the IP addresses of the workstations. Win Xp and win 2000 workstations with DCOM enabled and SNMP. These workstations SOE's have been configured with GHOST image. Please help Mike G :(
Inventory Domain scan issue
Hello - Whenever I run a domain scan against all the companies PC's the browser window opens, starts the scan and then after approx 30secs to a minute it returns a page cannot be displayed error. has anyone ever come across this before? any ideas? cheers Pete
Additional Filter on Requests
We have now purchased SD5. All going well so far. One very big please, please, please on the next update. Can an additional filter be created to show: MY Open Requests AND Unassigned Requests Fingers crossed , here's hoping. Damian
Purge/Delete all requesters information
We have a medium sized Active Directory (AD) ~40,000 users that is having problems bringing in through Service Desk. We select all of the OU's that we need on a regular basis, however sometimes the top-level domain name selects and then all records are attempted. To clear this out we have to change to 1,000 records per page and then delete them--taking quite some time. Can we delete all requesters with a script or other method? Also a feature that is really needed with the AD is to have a cron that
Automaticly assingment of technicians.
Hi.. When I as a technician is logged on and creates a request, it would be extremly nice if the "assign technician" automaticly assigns myself. Is this possible to setup? On behalf, thank you. Best Regards Kenneth Kristoffersen
Variables when customizing a template
Hi there, I am busy editing my templates. At this moment I am busy creating the e-mail reply template. I am searching there for a variable which displays the technician name in the e-mail. A lot of variables are there, but not one with the technicians name. I would like to use the name of the logged in technician when sending e-mail. Is there a hidden variable I can use or must it be fixed in the software and I have to e-mail to the support@servicedeskplus.com? Thanks a lot!
export to excel
Hi, Is there a way to export information (eg. assets, po) out of SD+5 but not for backup purposes. We are wanting to export out to excel so we can futher manipulate the data and also create different chart types. We are currently on SD+5 sp3. Thanks
Department doesn't populate on the free version. Should it?
A Requestors Department doesn't populate or can not be edited on the free version of Service Deskplus. Should it?
Build 4112 to Build 5001 stuck during upgrade
Just as the upgrade process starts, it gets stuck at "INFO: checker for server running..." It has sat there for over an hour each time. I kill it, reboot server, try installing the sp14 again, run the upgrade wizard, and it gets stuck again. Any help would be appreciated. Rob
Secure Email Server
Hi All. It is my understanding as part of the big update from SD that we told that we would be able to connect using a 'secure email server'. However, on a recent support call with them I was told that this wasn't the case? Even though the option is clearly marked in the email settings. Firstly it would have been more prudent not to add the options before it's ready. Secondly when is it going to be available? Helpdesk is great, but running a bit under par witout email notifications thanks guys, 8)
ss
hello to all podrian to help me.. the problem is that I want a report of time spent but gives him me of the I gave that I generate al side of right of the report there is an opcion to put the date but by but that me I put it does not generate the date that I indicate him muchisimas thanks by his aid
Active Dirctory Users
can you import a single user or you only have the option to import all and overwrite the currents ones
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