Some questions
Hi! I wonder what decide what the "due date" should be, When i Create a new request it decides the due date automatic, can you change this by default or can you change the due date when you make a new request. And now to my other question, can I see which users that are or has ben in the system? Best Regards Daniel
Logon Page
Is there any way to either default the 'Log on to' field to a particular domain? Or to hide the field so that only one domain can be logged onto? We have two domains. Only one of which we want users to be able to log on with - the other is only in the Service Desk so it can be used to scan the domain for workstations. Thanks, Andrew
Control suggestions
Before pointing out possible products shortfalls, I feel compelled to say that this is an amazing and flexible product. Anyway, the main issue I have is with regards restrictions that should be placed on technicians. I work in a department of around 20 technicians, some of which deal with h/w issues, some network and others system bugs/enhancements and others testing changes. This product is around a 80% fit for our requirements but unfortunately doesn't provide sufficient controls to force proper
Service desk 5 Restore
Does anyone know if it is possible for me to restore a backup taken from a sd4 enviroment into sd5. I am currently testing sd5 on another machine and would like to take a copy of the live data in sd4. i have tried just using the restoredata.bat file but it just seems to sit there saying fileAttachments restored successfully but looking in SD not data is restored
Attaching Assets
Is there a limit to the number of assets that can be attached to a particular workstation? We are evaluating the SD+ product, and I am trying to add a DesktopPC to another workstation - this is where we run into a problem. Is this allowed? Any help you can provide on the issue is greatly appreciated.
Fresh version 5 install - small list of issues
We purchased SD+ a little while ago but waited for version 5 - now installed. Here are some issues we've found so far: 1) Request ID # jumping ie 29,30,31,301,302,601,602,603 etc 2) When viewing a request the conversations are expanded by default on certain requests and collapsed on others - would like consistency, preferably collapsed. 3) Main Request list does not have a 'Pending' set of filters (or even just on-hold) - Pending to include Open and On-hold statuses would be great. (Like you can
Before Purchasing
We have not yet purchased this software. Is there a way to add different products (ex: USB Key, monitors not in use, Laptops on hand, etc), including the cost of products. Basically would be a inventory software. Is that included in Helpdesk 5?
Mandatory Fields in Request Form
Hey All, I would like to make it mandatory for when a requester puts there name in that it must first match with known user. e.g if someone put ben when they hit the add request button that it prompt them for a user form the requesters list. Cheers Damon Campbell IT Manager
When will the Upgrade Pack for Version 5 Released?
For those of us SD V4 users who do not want to loose their operational data, when will the Upgrade Pack for Version 5 become available? It was promised to be released a week ago...
Version upgrade
I am currently running a licensed version of 4.1.0 (build 4112). I want to upgrade to version 5. Can I uninstall my current version, reinstall version 5 then retrieve my data from backups of version 4.1.0? Or do I have to either wait for the upgrade package release or input all of my data again into the new version? Also, will I be able to apply my existing license to the new version?
Fails to load screen after Clicking on Add Request
When adding a new request though the web form. after clicking on add request, it either fails to load the following screen or takes a very long time. The request gets added but the users think it doesn't because the screen does advance. Any ideas or questions?
Service Desk and vtiger
Any thoughts on integrating this two platforms since AdventNet helped fund vtiger? It would be great to be able to use the same contact database and dashboard.
MYsql
Hi Since it may be a while yet before mssql is supported i wanted to be able to access the mysql database from ms sql reporting services over the network. If i modify the startup script for mysql service to bind an ip address to it so that it is accessible from the network and modify the mysql-ds.xml file so that connects to the server name that is located on and not local host and finally make the additiion to user table in the mysql database so that the remote server is allowed to connect is this
Problem with Mailsettings
I have a mail server with authenticated SMTP and can not get it working to send mails to the requesters. how vcan this be solved
rights on request
Hi, At present the requests are been closed by Admin or Technician.And Admin or Technician can delete the request also.But the request should be closed by requesters only. Is there any way do these things?
newbie: configure SD to inventory asset
Dear All, I'm newbie. I evaluate this product and I found difficulty to inventory the asset of my network. Recently I downloaded ver 5. I tried to windows domain scan. I already assigned an appropriate user name and password. the process is running, but quickly done without result. I tried to network scan... I found so much error that stated I failed either the unable to contact... or unable to access... I already assigned an account that is domain admins to run this inventory.. How can I get this
Disabling modules, user roles
I have no need for the Purchase Order or Contracts modules. Is there a way to remove them for the main admin user? I created a new role without access to those 2 modules, but couldn't assign the main admin user to any other role than SDAdmin... (ie. the "Assign Role" option is not there for admin #1.) Along the same lines, it would be nice if the access matrix was allowable PER USER, and not per role. Right now, if I want to assign special access, I have to create a whole new group for it, and only
Multiple Departments using SDP
We currently use SDP for our computer help desk, but our maintenance department is curious to find out how SDP could work for their service requests. Because both departments have their own set of categories and "technicians," I was thinking that we would need two separate installations. Is that correct? Would that be the best method? Can two instances run on one server, perhaps through different ports? Or would we need to have the two installations on separate servers? Any advice/recommendations
Stop new request creation if email subject line contains RE:
Is there a way to prevent requests from being created from an email if the subject line contains "RE:"? Our problem is such that, if someone emails the ServiceDesk incoming account and cc's another person in that email and then the cc'd person replies to all, a new request is created from that reply. Any workaround would be much appreciated. Thanks.
Configuring Technician's rights
Hi !! I'm a new user of the ServiceDesk Five, which I need to study and implement. I'm having few issues. Once the Administrator assign a "REQUEST" to a technician, he should not be able to re-assign to a different Technician. By default he is able to do this & I wanted to prevent. How can i do that ? Another issue is with the mail Server Settings. Even though I specified a Senders Name Which is different than the E-mail User Name in the Mail Server, on the clients it appears as the Mail box User
AD Authentication enabled for domain without AD
We are currently using SD+ 5.0. I was actually testing the Import Active Directory when I encountered a problem. Here are the steps that I did: 1. Admin > Active Directory > AD Authentication Disabled > trying to import AD however message reads like "Cannot bind with the domain" maybe because I was using the wrong Domain Name. 2. I was not able to Import AD yet I tried to Enable AD Authentication. I clicked on Enable until there was no response from the program. Meaning, it hanged up. So, I decided
better front end, and AD integration
Besides SD+, I'm also evaluating a few other helpdesk management systems. Some of the other systems have a much better front end portal for the users. Specifically, I want to be able to allow users to browse the knowledge base, view announcements, and create new tickets without having to log in. Some portals even let users download files/patches, etc via the front end as well. My users will rarely (if ever) have the need to check the progress of their requests (since I can have email sent to them
Report on "top ten" requesters/issues
Hi, It'd be great to see a few more useful standard reports in SDPlus 5, such as a list of the top ten requesters (based on number of jobs logged in the specified time period), top ten request categories, top ten request modes, etc etc. They make for a good management overview, and would be much appreciated.
Lenguage
How traslate to spanish all the software. I am to Guatemala, City. Thank's.
Help Desk Available on WWW Web
How do you make this help desk available to the outside of your network. I cant see how to maybe change the IP address of my web server by putting an extra IP so it defaults to port 80 so it will be up on a external IP or FQDN. This product would be awesome if I can use on the web.. I am just eval till I can make sure if its available for the web... otherwise I cant use....
Recurring Tasks
Hi, I need to know if it is possible to set recurring tasks in Servicedesk 5 to cover the daily / weekly / monthly tasks I must perform. Is this possible? Thanks
AD Domain admin authentication
How can we get SD 5.0 to recognize the domain admin priveleges when AD authentication is turned on and let the domain admin be recognized as an administrator within the program. When I log in as domain admin, I get the user view. I know that it will see the admin priveleges when the account is the same as the technician setup in SD 5.0, but, I don't understand why the program will not 'see' the priveleges from the domain. Please reply to cherclay@nova.edu
Changing the login name for administrator
How can I change the administrator login name?
v5. Software details and types
Is it possible to make a setup for software types and make a section for software in admin interface with user fields options? for example, if I want to classify software by application type (graphics, office, database, erp, ...)
manually add New contract into maintenancecontract table
Hi all I've been trying to add contracts manually by playing around with the maintenancecontract table. This work perfectly and contracts added would be reflected in the actual system too. But however whenever i try to "add new contract" via servicedesk after the manual add, it will always report an error saying "contract already exists" when the contract don't exists at all! anyway to solve this problem?
Notes in request
When adding a note in request. The note is fine. But when you look at the note, there is a ikon at the left. When the mouse i over the ikon it says "To" But what there should been was an "Delete" cause it is what there happened when you select it. Mabe i a new release, Advantnet should ad bottom's for "delete" and "edit" Regards Finn
Users replying to a "Reply" creates new helpdesk c
Hi, I've just installed Service Desk 5 and we've gone live, but if a user replies to a "Reply" from the Helpdesk, a new case is opened. I thought this was fixed? Our version is Version : 5.0.0 Build Number : 5000 Can anyone help? Thanks.
no, thanks
got the solution then. :D
Additional Fields - Making them a join to another table
Is there a way to Join an additional field to an existing table for use in field validation? For instance if Office was added to an Asset, could Office be Joined for use in input/select for validation purposes?
Bug ? Queues and Rules
I have created a rule that when a new request is made it is added to a specific queue. This works fine. The queue has been configured with a number of technicians. When a new item is added to the queue I have selected to notify the technicians and have selected them. I am guessing that this notification is by eMail. The technicians do not receve any notification. Am I missing something or is this a bug. Damian
Connection to telnet services failed using Network Scanning
When running a network scan the following error occurs. Connection to Telnet Service failed. I have also tried running a scan through the inventory Workstation scan and get the following error . Incorrect username or password. The machines are running Windows XP SP2. Windows Firewall is turned off. The Telnet Services is running. The WMI Service is running. The DCOM Services is running. I have tried two different users name and the relevant passwords, both are in the local administrator group but
javascript error in SD+ 5
if you use a single quote (ie ') in most areas, including the time tracking, there is a major javascript error. this needs to be fixed. thanks.
New Users that send email to the system
When a new user sends a request and they are not in the Requester list they automatically get added with their login as their email address. This is great except the password associated never gets sent to them. Can this be setup somehow?
Username and password
when doing network scan coming up saying username and password incorrect or Telnet not responding. We are running win XP SP2 and we have enabled all as instructed Telnet services , Dcom , WMI and RPC. Windows firewall is disabled and we have followed your troubleshooting guide. This is only happening to a select group of PC,s. would you please contact Darren Edgson. 00441372821697 or by email d.edgson@venson.com many thanks.
Header & Logon Logo's
I'm running SD+ V5. I cannot change the header & logon logo's. I've followed the procedure in the admin - General settings. I've copied my new image to the following directory. E:\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\images\IDC_Logo.gif What could be stopping the new image from appearing.
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