totals for Summary Reports
Is it possible to get row and column totals for the built-in summary reports, without exporting data to another application?
Notification Rules (Department)
Judging from the layout of the Notification Rules this should be possible, I just don't know how to custimize it. What I'd like to do is email the request info (much like the "Print Preview" on the request page) to a particular Email address when the request is closed. say I close a request for someone in Administration, It sends an email w/ all the info to IT dept How would I go about this? if it's possible..
How to re-scan software on units already in inventory
How do you re-scan software if the software list was deleted?
view "additional requester fields" in full view sc
I expected in the ServiceDesk V5 more additional fields for the requesters. I found now 12 text- fields, but these fields are not visible in the detailed requesters- list. I can only enable / disable and sort the standard- fields, but cannot view the additional fields. Is this function not implemented or did I something wrong ? Thanks in advance
accessing mysql database externally
hi I am trying to connect to the MySQL database externally. Due to business needs we need to be able to do this. Can you tell me how please? Thanks
Problem sending Email
Hello, I defined all the necessary fields under the Mail server settings tab and even verified manually that I can connect to the email server via the servicedesk and send mail through it. Still, no mail is being sent from the servicedesk although the rules for sending mail are met. Is there any log file I can read to debug this situation or any other help you can offer? Thanks, Adi.
How To: Rescan existing inventory for software
How do you rescan the existing inventory for software without having to do each pc one at a time or deleting the inventory to re-run a domain/network scan?
Enhancement request
would like to have a TO and CC button on the REPLY and FWD notifications to select requestors from the database and plug in their email address instead of having to type the email addresses in the boxes.
Disable change password link on requester login screen
Is there a way to disable the "change password" link on requester login screen. We do not want users changing their passwords since we synchronize with active directory.
Script errors when running SD+ in a frameset
I've noticed while trying to integrate SD+ into our existing intranet that there are several pages that give script errors with non-working features. Our intranet software uses a frameset with a top frame, left menu frame, and a body frame. I created a test frameset in Dreamweaver to see if it was something with the intranet software, but the test frameset gives the same result. I haven't gone through every page of SD+ but the pages I've noticed with errors so far are: Requests tab : Missing the
Spanish?????
Sorry but i don't speak english very well. I only need multilanguage support (spanish). Do you know any date?? more or less
Add Time Entry Error
I sent this to tech support yesterday, but I have not heard back from them yet and I hope someone out there may know the answer. We are having a problem with the new Time Entry feature on only some request. When attempting to create a new time entry using the �Add Time Entry� on the View Request form, when you click the button there is no response. This occurs in both IE and Firefox; IE reports an �Error on Page� showing the following: Line: 107 Char: 1 Error: Object Expected Code: 0 URL:http://adventnet.stewartmarchman.org:8080/WorkOrder.do?woMode=viewWO&woID=
Notification link to wrong server
I have an issue where I moved by service desk plus database from one server to another by instaling the software on the new server and creating a backup file and restoring to the new server. Everything is going fine except the notifications from $Requestlink still reference the old server. So I get a page not found.
Contract Notification Routinees
Is their an ability to add a second notification routine for contracts? One would typically be used to notify of pending expiration/renewal, the other to notify of pending vendor review. Vendor review is a very specific requirement in many industries.
Exclude software from Inventory - Scanned Software
Is it possible to exclude software from Software scanning? I mean we have now about 70 diffrent "Security Update for Windows......." Is there ANY WAY to exclude this from detection? /Martin
Assign one task to multiple Technician
Hi, Did anyone know how to assign one task to multiple Technician.... Thanks Shaminda
Contact Phone, Voice Mail
When you add a new request you can type in a person's name for the ticket. However the phone number is not editable. Is there a way to make this editable? Also I want to track when people leave voice mails, when we retrieve it (Same as ticket create time), when we get to call them back and also when the call is done (ticket closed in most cases.) Anyone have any ideas on how to do these?
Importing data from Epicor Clientele
I am also interested in importing cases and solutions from Epicor Clientele. I can pull the data from their database into excel or csv format but do not know how I should import in to servicedesk v5002. Can you help?
SMS via command line interface
Hello, I am currently evaluating ServiceDeskplus & I've noticed that the SMS mechanism only caters for sms notification via email eg. you send an email to an sms provider & they send the text as an sms & not via a command line (like the sms configuration in OpManager). Is it possible to have the same configuration in ServiceDeskPlus as is in OpManager ? eg. command to execute to generate the SMS ? TIA Paul
Change mandatory fields
Hi, I would like to be able to configure the 'Category' field as required, but cannot figure out how to do this. Can someone advise, or could this please be added to the feature request list. Thanks, David_222
assigning technician through e-mail
Hey, I was wondering if it is posible to assign a technician, if the request is recieved via e-mail? Also can other attributes like priority etc. be set via mail? Regards Rasmus V. Jensen
New to this!!
I am new to this program....and I have some questions....what would you recommend I can't seem to find the answers in the PDF instructions
SSL Mail support
I've read that you plan to add SSL support in a future release for HTTPS. Will you also be adding support/option for SSL email? The mail servers on our network require SSL. Without SSL we can't use the mail features of SD+. Thanks, Brent
Upgrade to 5001 error.
I installed the SP to upgrade SD from v4 to v5. This all went fine although when I applied the upgrade from 5000 to 5001 then Service Desk failed to work. I have tried removing SD and reinstalling v4 and restoring a backup but unfortunately this did not work. I have a backup from v4 which I wish to restore but preferably to 5001. Can someone convert a v4 backup file to a file I can restore with the latest build of SD? I have sent a couple of emails to support at servicedeskplus dot com but noone
ticket & customer info in SD+ databse
For some integration purpose,we need to know where Ticket information like ticket status(open,close,...) ,ticket ID are stored in the SD+ database.Also we need to know about customer information table,what is the name of this table in SD+ database?
If keyword of solution function support chinese
I set up a free edition of servicedesk. When I submit a solution, I input chinese charactor in keyword field. Chinese could be show correctly, but I can not search this solution by chinese. I found your website demo can do this. Pls tell me why. How to resolve? Thanks.
Cannot upgrade to 5002
I have downloaded the patch from 5001 to 5002 but when I try to install it it says "This update is not compatible with this product" even though I have version 5001 installed. Any ideas?
Report for Hours Spent
I there a report for hours spent? I want to be able to generate a monthly report that shows each request with the logged hours spent by technicians. I did not see this as an option. I tried building a custom report, however, all the fields were not there that I needed.
Scanning Assets - Network Scan
Hi, We run a large 2003 Active Directory LAN with mixed clients, mostly XP PC/Laptops and IP Network printers. I have installed the 30 day demo of Service Desk Plus and love the interface and features but can't get the Network scan to scan all our PC's. The domain scan worked but didn't find printers and all our PC's so it is important to get the network scan to complete our inventory. I see that other users have requested a client scanning agent be developed and i also agree this is needed as it
never can startup
Dear Sir, I went to the live demo, it is very good product, but after i install in my Windows XP, sp2, i still can not access it, please help! Thank You!
When can we expect a release or beta
Hello, I am a user of ServiceDesk. We are currently using this program for tracking Helpdesk items (it does a great job) and also programming items (it does a poor job). This is due to the extended time periods that we deal with and the constantly changing priorities as well as a constant (and difficult to track) dialog between the users and the programmers. I was hoping that you were going to put out a piece of project management software that would be capable of: Prioritizing (based on urgency,
Notifications to users not linking
I have a problem that when a notification goes out for maybe a case being closed or a request being appended that when the user gets the email the link is not clickable and they have to paste the link in to a browser window. Anyone else have that problem?
CTI integration
Does Adventnet ServiceDesk plus have open interface to integrate with external syetems like CTI /call center software to fill requester fields automatically with the use of caller id & customer database ? we need this funcation in our call center.
Report Problems
We cannot run reports for any other period except current month. When we put in a range, no data is found. It seems that it only sees data for the current period. Also, when we run reports for "last week" or "this week" the numbers are not correct.
How can users email requests without using the web portal?
I am trying to get the application to accept email requests for service. We have a centralized email address that we use for many other issues in our department. It is this same address that we would like to use for the service desk tool. How can we have our users send a request that gets inserted into the service desk application? Thanks in advance!
Service Pack to Migrate from Build 5000 to Build 5001
Hi, Service Pack 1 to migrate from Build 5000 to Build 5001 has been released. Only Customers on ServiceDesk Plus 5 need to Download and Install this Service Pack 1. As always, it is safe to take a backup of your data. Download Here Steps to Install -------------------------- 1. Shut down ServiceDesk Plus Server. 2. Unzip the Service Pack zip file under <ServiceDesk_Plus_Home> folder. If prompted to overwrite the existing files, choose the Yes to All option. 3. Run the script UpdateManager.bat (UpdateManager.sh
Decommisioned Assets
Hi Any suggestions on how to handle decommisioned assets ?? mmmm maybe create a User called Decommisioned, any better ideas??
Intergration with Intranet Site
I was wondering is there a way to take like the email form or even the request form page and make that part of a intranet so user's that already login to the intranet with a AD account can just then open a ticket via a link ?
Exchange Mapi
How do you configure SD+ with exchange server that uses mapi. I have tried pop3 and it works fine. Imap is not enabled on our exchange server I was told. Maybe I�m stupid and don�t know exchange and email programs enough, but can I get it to work in this configuration? Regards Stefan
Purchase Orders: Negative Amounts and Closed PO's
I have two issues that I would like to bring up. ISSUE 1 I was creating a purchase order from a vendor with about three items that also included a customer discount. I added each item to the purchase order which gave me a total price of $113,000. I attempted to add the discount of $10,000 in the "Price Adjustment" field, but got an error message saying I had entered an invalid amount. I then tried creating a product entry called Customer Discount, but also could not enter a negative amount. I finally
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