Web Form to Email
I am putting together a web form that will allow a requestor to submit a ticket into the queues. The form will just send an email into the system. I want to have a Text Field for CC. However when I send an email into the system I don't want the email to go to the CC people. Just have it in the system so when I reply it goes. Is there a tag in the body of the email I cna put in to specifiy a CC address? Somethign like: {CC} mail@mail.com
ITIL Mapping
Is their a document you can provide that shows the mappings of Service Desk Plus to the ITIL standard? Thanks in advance. ToddG
SD+ and windows NT domain and users
Hi I have download demo SD+ latest version for testing. I have Windows NT SP6 domain, with 2000 server and All XP clients. Installed it well but I cannot scan network, cannot scan users, cannot scan workstation, I mean, it does find domain but not users not even workstations. SD+ does not work with NT Domain?? Thanks for your help Regards Aj
Business rules for technicians in teams/groups
Im trying to sort out a workaround so that two teams (groups) can easily view their requests for their particular team. (ie one team member can see all that is currently assigned to their team members) Currently I have set the system up so that the 'category' relates to a team (eg; field values are Team1, Team2) Reason for this set up is that when a request is assigned from a queue to a technician, you can no longer see what queue(team) it belongs to. So my theory was by making the category relate
Event Warning SDP+ ver 5
Windows Server 2003 PL - Event; Aplication This error is occuring everyday at the same time. Typ zdarzenia: Ostrzeżenie (Warning) Źr�dło zdarzenia: MySQL Kategoria zdarzenia: Brak Identyfikator zdarzenia: 100 Data: 2005-12-12 Godzina: 14:54:39 Użytkownik: Brak Komputer: (..) Opis: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com.
Multiple Instances of SD+
Is it possible to have 2 separate instances of SD+ running on the same server? I understand a separate license will need to be purchased. We are interested in purchasing a second copy of SD+ and need to put it on the same server as our original copy if at all possible.
Workstation assigned to a department
I have created a workstation and assigned it to a department. But when a Requester that belongs to that department logins and tries to add a new request, the workstation doesn't appear in the dropdown list. I'm using ServicdDesk Plus 30 day trial (Version : 5.0.0 Build Number : 5003). Thank you.
Time Zone
How do I configure ServiceDesk to use the correct time zone? For example the Request Details, Created Date and Due Date appear to be GMT, but I would prefer my local time zone. Thanks for your assistance.
Column searcher on the Requests has gone missing
Hi, 'Someone' was playing with the configuration of the fields that are displayed in the summary of the requests. Now the little search icon has gone. How can I get it back?
Users - Requesters, additional fields
Is there a way to have the "additional fields" display in the default viewing area of requesters as well as the requester list that is displayed by clicking the search button beside the "Name" field in the New Request form?
Can't scan an XP Pro workstaton
I am receiving this error message when trying to scan an XP Pro Workstation. I have verified that DCOM is installed and running. Please help
Can i receive alerts in SDP?
I Use Open View as a monitor for my infrastructure. I would like how can i get the alerts from HP Open View in Service Desk Plus? HP Open View use SNMP as OpManager
Need help with reports
Please help with the reports here is an attachment explaining what my problem is
Quick Create form
Hello All, I have two questions here. I was wondering if there was a way to create a custom field for the quick create form. I want to make a manditory field for people to enter their location and call back number. I figured out how to add custom fields for a regular request but how do i make manditory fields? Thanks
Request about an asset
We have registered a printer as an asset and we would like to create a request about this asset, without referring it to a workstation. Is it possible? Thanks.
Notification exclusions
Hi, is there a way to exclude some requesters from the notification process ? I would be happy to have a checkbox to say that a specific requester will not receive any mail. For example, my monitoring system sends a mail to SD+ in order to keep track of the incidents, but SD+ sends an acknowledge, to which my monitoring system replies, and so on...
installed trial on 2003 server in AD and site will not load
i just installed the trail edition on my 2003 server (running in an AD enviroment) and when i try to go to the server and view the site (on port 8080) the site never loads. It wont load locally either (127.0.0.1:8080) Firewall is disabled too. Any ideas? nf
Inaccurate reports
Hi, it seems I'm getting really inaccurate reports (I'm using SD+5 SP3). When I run a report "Requests Receivedby Date by Technician (2006-01-08 - 2006-02-02)", I get a list of technicians, but no requests at all ("-" everywhere). You will find a screenshot attached. So I tried a custom report, built that way : - Matrix type, Requests module - no filter - summarized bu technician ascending and then by created date ascending This way I get a report, with the 2 dates where requests have been created,
Spanish languaje
Hi, Is this software available in Spanish language?
Notification $RequestLink
Hi there, I have made some changes to the email templates for various notifcations. Many of them contain the $RequestLink varible. If ready the email on the requester's email it does not show the RequestLink as a hyperlink (that is blue underlined hyperlink). It is only black same as normal test. Is there any way that this can be rectified? thanks Marc
Would this work for a servie provider
I just started looking at this product and have a question. I am a service IT service provider and have well over 100 customers. Could I use this product for my customer to log trouble tickets? I do not want other customer to be able to see other customers tickets. Will this product be able to handle this? What are your thoughts?
Service Desk Reports
I know that you recently indicated that you fixed the reports in Service Desk. Why is that when you try to make a matrix report that it always indicates that there is an error. Please advise when you are planning on fixing this issue. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: [B org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
removing additional fields
I created requester additional fields and now I do not need all of them. How can I remove them? I did not see the option anywhere. Any suggestion would be appreciated! Thanks in advance.
Need new role
During our testing we found that you cannot create a ROLE for a user that can view reports and or create them. We do not want to give full admin control to this user. Any ideas? Stuck
User ID Creation and updating into servicedesk
Hi I create many users daily throughout the day. Its observed that when users are created in active directory, they have to be manually added into servicedesk. They are not automatically added. Its fine. But it would be gr8 if servicedesk could automatically add the user by authenticating with active directory and then fetching the users details from active directory. Else there should be an option which allows to synchronize with active directory at set periods. Regards, Roshan
WorkStation Reports
Hi Is there a way within Service Desk to run a report detaling the RAM in each of the machines in my Domain. Regards
Older versions of Services Desk
I'm currently running 4112 and want to load the new version but want to do this on test first. I'm having problems creating an exact replica of our current system. Is there anywhere I can download 4112, copy my current data in and then upgrade versions? Thanks
Resizing the reports
Is there any way of resizing the reports? Items such as "pending requests by department" look awful. Some of our departments are called "Legal and Democratic Services", "Finance and Property Services" and so on. The finance and property services department is spread over 5 lines and looks like: Finan ce an d Pro perty Services Which isn't really very readable and looks even worse when converted to PDF and published on our Intranet :(
Licenses
I have purchased ServiceDesk Plus with one license. I was wondering if the number of requester that I put into my programs makes any difference. I already have about 20 of them. Can they log in in the same time and post thier request wihtout being booted out becuase of license shortage? Please let me know. thank you.
MS SQL Support
Hi, was wondering if you would be able to to give a time frame for the release of an MS SQL support. thanks
Cannot close a request with an custom status
I can close any request that has a request other than open e.g. some of the custom status' that I have created. Can this be fixed in the latest SP?
Unable to oview assets from Opmanager
Hi i am not able to view configure assets or audit from the opmanger to service desk. Pls how can i do this. I need this asap to convince management on the integrstion of this packages. Fox
Child Domains + SD / OpManager Integration
Hi There We have just started using OpManager and have been looking at using SD+ for software and hardware asset/inventory. We are in the UK and are a child domain of our US head office. I am having a few problems though. 1) When performing a domain scan - it also scan's the parent domain too, causing alarms in the US and a lot of errors in SD+ as the domain user does not have rights over the parent domain. Is it possible to have it scan only the child domain? Also, it doesn't list the domain controllers
Support fir IIS servers
Hi, is there going to be any support for IIS manipulation at all in the foreseeable future? thanks again for such a great product.
User ID Creation and Updating into ServiceDesk
Hi I create many users throughout the day. Its observed that users created in active directory need to be manually added to service desk by synchronization. Its tedious to keep updating servicedesk with active directory many times a day. It would be a gr8 option if servicedesk could have an option to set synchronization times. It would add to network traffic, no doubt. Alternately, It would be gr8 if during user login to service desk, service desk could synchronize with active directory to check
Spell Checker
Is there a roadmap entry for having a Spell Checker and the ability to add other (custom) colors to emails sent from ServiceDesk?
Automatic request creation
Is it possible to create requests automatically when an e-mail is sent to the the e-mail address assigned to servicedesk?
Asset/Workstation purchasing
I am just trialling out SD+ to see how i get on with it. Can someone just help me understand the procedure for purchasing assets. If i build a purchase order for a workstation, once received it goes into the assets table. Once it is on the network i scan it for details and it is located in the workstations table. so affectively i have it listed twice. Is this how its meant to be, maybe i am just misunderstanding it. Also i have created a field for workstations called warranty expiry (pretty cruicial
Additional Request details
How can I delete additional request details?? thanks.
Microsoft Remote desktop
Hi, 1 option that could be very nice is to have a button under each computer and task for that computer to login automatically with remote desktop.
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