Change default filter for request view and home screen
Is there away to set the default filter for the request screen and home screen? I would like the default filter to be all requests.
changing the time a ticket was made
Hello... I there a way to change the time a ticket was made... the date seems to be fine... but the time is a few hours ahead. Thank you!
Admin/Departments /Group task
Dear Support Team, Please advice me how to delete most of departaments by group commnad... We have inserted by import more that 200 names of deparatmants in a wrong way... And now want to delete it... IS there a way to do it in one click? Thank you in advance Mykola
How to create CSV to import assets
Hi, I'm having trouble importing CSV files from withing the help desk software. I check the forum for answers and I notticed that support had already fix an issue similar to this. The format that excel saves csv does not include quotations for every field and the format that your support posted does contain quotes for every field. Ex. Me: name, company, id jose, shoplocal, 4535 your format: "name", "company", "id" "jose", "shoplocal", "4535" How can I export an excel or a CSV file to have this quotations
Can't close or delete requests.
Hope somebody can help since I've yet to recieve any help from AdventNet on this. Anyway I have two requests that I can neither close or delete. IE will just hang when you try it. Then after a few minutes the request list will refresh. Also was wondering how big the backup file was for a full blown installation. We have only been using servicedesk plus for a month and the backup file was well over 900megs before I stopped it. Thanks, Nick
Asset Field on the request field
Is it possible to Add a drop down combo box on the Request form to select an asset in inventory, the same way the Workstation Field is currently?
Inventory -PC scaning and monitoring PC Name changes
Hello, Please help me to understand how do you manage the PC name changes. Example The first scan found Pc_my_1 Before second scan the name of Personal computer was changed to PC_My_loc_2 What will be a result of next inventory? in a list will be These two PC or just 1(last) as expected ? Thank you in advance mykola007@mail.ru
Using standart MySQL server
Hello, I have a little bit strange question. I have installed MySql server (4.1.16) with supporting Cyrillic codes. May I use SDP+ with my existing MySql server? It will help me to resolve issue with "?????" in correspondence and etc...; Thank you in advance, Mykola
Date problem on Requests
Hi, I have created a new request. As the request needs to be soluted at a specific date, I tried to change the 'Due Date' manually. Unfortunately I use Windows with a French(Luxembourg) locale and the date in the field displays: 10 janv. 2006 but the calendar pupup is in English (and opens by default at October 14th!!!) and inserts the new date as: 13 Jan 2006 When I save the changes, my date is being cleared or it is turned to: 10 janv. 2006 It does not recognize the date I try to insert with the
Request Assignment
Hello all, I'm using a evaluation version of ServiceDesk 5.0 and I'm figuring out how to assign automatically a request to a queue or technician, considering the category of request. I found something similar (business roles), but all requests are keept "unassigned", unless the requester specify this. In my case, what I'm looking is how to do this without requester have to decide it (choose any option). Tried to define a default value too, without success. Thanks, best regards Fernando Possebon
How can requester reply to the technician reply
I created and sent a new request. The technician responded via 'Reply'. Now as the requester I can see the reply on the client computer. I would like to be able to 'Reply' back to the technician, however, there is no 'Reply' or 'Forward' as there is for the technician. Is this by design, so the technician isn't overwhelmed by email? I noticed I can click on the technician's email address and send him email directly, but it doesn't seem to be included with the request, which defeats the purpose. Is
Authorize non admins to change the due date
hello, we're having problems with authorizing non-admin users to change the due date. The technician roll has full control on the request form, but still can't change the due date. I know the due date will automatically change when changing the priority or the SLA, but we want to edit it manually. Any help is welcome. Kind regards, Luc Janssen
Call Templates
Hello - is there any way of having common call templates setup? For calls like password resets etc... cheers Pete
ABOUT INTERNATIONALIZATION
Hello, i have installed Version 5.001 i have read on the web site that this release is now internationalized, how i put SD+ in spanish? Thx in Advance
Solutions Content Category
When creating a new solution, the software does not permit entries to be typed correctly in the CONTENT category even though there is an asterisk there as a mandatory field. Please help :cry:
Question about criteria
Hi Is it possible to set few conditions for one criteria ?? examle: Match the below criteria Title contains xxx or yyy or zzz Perform these actions : Place in Queue qqq Regards Bart
Purchase Totals
Hello, We are currently using Service Desk roduct and with some success. We have encountered an issue regarding purchases. When more than one item is included with a single purchase, the total is not often accurate. Any help with this matter will be greatly appreciated as we are unable to use this facility with confidence. Regards
E-mail Server Settings Page Bug?
I cannot change the password in the mail server settings page (incoming). The save button is greyed out, and no matter what I change on the page, this button does not change.
Adding "Additional Feilds" to select criteria drop
When setting up my Service Request form, I used one of your additional field to create a pick list of project numbers; I named the field "Associated Project". I would like to be able to create a business rule that assigns the requests to a queue. I have noticed that all of your select criteria only contain the default fields. Can you tell me what table I need to add my custom "Associated Project" to? Regards, Ryan Harmer
Global View reports not working...
Just upgraded to 5.0 - on the global view, the "last month" report isn't working. The others work fine, but selecting "last month" doesn't change the graph from the last selected report. All other selections on this screen work fine.
AD integration
I thought once the users have signed into their computers through AD that information is passed thru SDP? We have just upgraded from sdp 4 to 5 anticipating this option so our users will not have to logon to our system and logon to sdp as well. please let me know if i am doing something wrong
workstation
Is there anyway I can prevent users from selecting their workstation ID?
Queues Idea
Hi I think that Queues should be also in "Assign to :" window (now i can choose only single technicians) regards Bart
Problem attaching more than 2 files
Hi, It's impossible for me to attach more than 2 files when I create a request. Could you give us an answer to this question Best regards
Problem with a caracter
Hi, I'm encountering a problem with a caracter that prevents text to display in tool tips. The caracter is " ' ". I've made a screenshot of the problem. System language is french. Best regards
Cyrillic encoding (windows 1251) in emails and comments
Hello, Kind advice me how to fix the issue with emails received by SD+ in Cyrillic code pages (windows 1251) It is not readable. The changing of encoding in IE is not resolving it… The reply from SD+ in Russian language is OK, But it very important to read and understand the respond from users too. :) Thank you in advance Mykola
foward request
Hi! When I reply a requester sometimes I need to CC some others requester. In Outlook I use ; between the adresses, if I whould like to CC more than one requester which carater should I use? Best Regards Daniel
Bugs and new features
Hi, I'm in the process of testing SD+ in order to buy it. I'm quite happy wxith it I must say, but I think I found a few bugs (or maybe something wrong on my system ?) : - When I select a request in the list by whecking the check box and then press "delete", I get this : HTTP Status 400 - Invalid path /http://bdx-2039:81/WOListView was requested type Status report message Invalid path /http://bdx-2039:81/WOListView was requested description The request sent by the client was syntactically incorrect
requester automatic technician assignment
Hello, We are currently running servicedesk 5.0.0 (build 5000) With regards to business rule definitions, with the "Match the below criteria" option, using sender. is it possible to define an email domain here? For example, we have a client, with a number of staff who email our address. we would like to automatically pick up these emails, and assign them to a technician. I have tried specifying *@domain1.co.nz, @domain1.co.nz and domain.co.nz as the send address (one at a time) howeve it does not
Workstation Scan in Win98
Hi, I need to know how to scan a domain with workstations in WIN98. I can't make it! I suppose that the reason is the configuration of the WIN98's. The failure messege that appear me is: FAILURE : Connection to Telnet Service in the workstation failed. Please help me. Joel,
Technician Assignments stopped working
This just started to happen. No configurational changes have been made to server or application. - Requests are categorized by requestor - based on category is placed to a queue - queue has multiple techs assigned with the 2 senior techs listed for notification. - Ticket is picked and process continues. ISSUE - Category when selected doesn't stay. It defaults to select category. weird! - If category selection remains, que is no longer notifying technician via email. Email confirmations are processing
Solutions HTML formatter documentation / how-to
Has any documentation about the HTML formatter used in Solutions emerged? Where/when is it available? -Al
Stopping purchased items going into asset database
We purchase a number of items that are not classed as assets, eg. Toners, Keyboards, Mice and so on. We do not want these to go into the assets database, however when they are set as received they do. Can this be prevented ? Damian
SMTP Engine
We use a MacAfee anti-virus solution that has an option to block traffic on port 25. This is obstructing all e-mail notifications coming from Servicedesk. We would like to keep this option on and add an exception within the anti-virus software to allow traffic from Servicedesk, however in order to do this we will need to know the filename of the SMTP engine within Servicedesk. Could you possibly provide this for us? Thanks
Couple of Questions
Hy there, trying out SD+ and a few questions arose. One, in the requesters self service portal, how can I disable the My Details. I wouldn't want people messing around with that. Second, wouldn't it make sense to be able to manage assets as we do with workstations. I mean, in terms of ticketing, it's important to tag a workstation as is to tag a printer. Third, how could I scan a computer not belonging to a network. I know I could add info manually, but as i see it, not all of it. Fourth, i'm having
Question about Announcements
Hi Why all technician users are allowed to delete and edit Announcements published by other technicians or even admin ?? They can add anything to content , save it and under the text is name of first author .There is no information about person that had made changes. Regards Bart
Unable to import AD users
We have been testing version 4 with AD intergration with no problem's and I have just installed version 5 but I am unable to import any AD users, when I run the import wizard it is only showing some of the built in OU's in the AD structure and not the OU which our users are in. When I try to import anything I get the following error message Requesters Import, Failed... General failure while performing the operation.
Quick Create not assigning technician
Hello, We are running SD+ 5.0.0 Build 5001. The problem we are experiencing is when a requester submits a new request through the "Quick Create" their request will be assigned to our default category (in our case "Desktop Hardware"), but the technician remains "Unassigned". This is problematic because without a technician being assigned and an email being generated to notify a technician, the request just sits there with no technicians aware a new request has come in. Do I have something set up incorrectly,
License
hello the default administrator account should not be one of the 5 license i purchase i should be able to add 5 users i do not use the administrator account on my domain Tim Ward
Purchase Order
Hello, Is there a possibilities to change the view of Purchase Order and manage or implement the Purchase Order Rules like Bussiness rules? In my Company we have a lot of departaments and every order has to be approved by authorithed person (CFO) from each department ... How we can manage this situation with your ServiceDesk+ Thank you in advance Mykola007@mail.ru
Next Page
