Merge Requests
We've noticed that we can't always merge requests. We're always able to merge new requests to any other requests, but we're usually not able to merge long-term requests to other requests. I'm not sure if the feature is disabled after the new request has been active for a certain period of time, or if it has to do with the length of the conversation queue on the new request, but the reason doesn't really matter... it seems like we should be able to merge the requests either way. Is there a particular
"Save and Close" button missing - Techs can't clos
Hello, We just did the hotfix to version 5501 on Service Desk Plus and now technicians are no longer able to close tickets. Only techs with admin rights can. Is there a way to fix this or remove this hotfix. I do not want to give the techs admin rights and they need to be able to close tickets. The problem happens when a tech goes to "actions" "Enter Resolution", on the resolution page the "Save and Close" button is missing. thank you,
Aquiring Workstation inventory issue
Hi, I�m trying the SD pro 5.5 and i�ve noticed an issue when aquiring the desktop inventory. Well its like this I�m in a domain introduce the credentials to query the machines in the domain and its working fine, were i�m seeing the status of how many machines have been aquired, but after a while the popup where i�m receiving the status of this operation says. "page not found error 404...." if there were some sort of a timeout. I would like to know how can i fix this? Then i�ve checeked the machines
Battery Name
Is there a way to inventory and display the Win32_Battery object for workstations? Thanks!
Preventing Purchase Orders from entering inventory
Hello! I am trying to configure Servicedesk to handle tracking my IT Departments purchase orders, but I've run into a small snag. Most of what we order is expendeble materials (i.e. toner cartridges) that I'd prefer not become part of the inventory, as it will rapidly get cluttered. Is there a way to designate a product type or category that should not be entered into the inventory when the SO is received?
messageboard searching - unrelated to SD+
I couldn't find anyplace else to post this, so here it goes. Can the search function please be improved so we can select which discussion group to search within? Unfortunatly, if I have an inventory problem, and search for the word inventory, I get back responses that apply to 3 or 4 different products. Is there any other way to trick the search engine into just showing us the results for SD+ ??
Unable to validate solution after update 5.5_14
I cannot validate anymore solutions (button validate is not here anymore) on service desk. I applied patch 14 v.5.5. Have you got a solution? PS : In US language, the button ADD is here, but in french version no more button "Ajouter".
Templates for different categories
In future is there any plan to add different templates (forms) where we can select different fields for different categories?
Default LOGON TO field at login screen
Hi Chaps, is there a way we can set the LOGON TO field to always pick a certain domain name? We have 4 domains + local authentication and it's a pain to keep pressings OPTIONS then choosing the domain. The only way I can find so far is to use the REMEMBER ME tickbox but that also remembers the password which doesn't make our auditors too happy.
Out of office logs a new job!
hi chaps, does anyone have a way to stop out of office messages logging new jobs? If I email someone from their call in SD, and their out of office is on, it replies and therefore logs a new job.
reports for non-admins
I just realized that a standard technician account doens't have access to reports, and there is no way to give them access without making them an admin. Is this going to be fixed?
Autologin based upon NTLM in IE
Is there a way to have the user sign on passed through internet explorer so that they do not have to login each visit?
Reports cuts off the request title
Is there a way to prevent the reporting tool from cutting off the titles of support requests if they are past a certain length? We are trying to create a monthly log, and it would be very helpful to have the full title in there for our records
sorting globalview categories on home page
On the golbal view tab on the home page, is it possible to sort the order of the requests by technician? I also noticed it is not listing all of my priority levels when I sort by that (I have added a few extra).
E-mails
I have been testing Service Desk with the latest hot fix. My doubt is if I could send notifications requests from the service desk to users outside my domain. For example, if the e-mail used by the tool is helpdesk@abc.com, could I send e-mails to user1@xyz.com?
Service Status
We use a product called Servers Alive to monitor services which we have publishing a webpage of traffic lights. I want to incorporate this into the front page of ServiceDesk so users can automatically see if something is down. Just including an iframe would do.
Backup Script Changed in 5501?
HI, I've recently upgraded from 5008 to 5501. When I ran the backup script in 5008 I could override the destination of the backup directory and the backup files where stored in a single directory. Now with 5501, I can't override the backup directory and each backup file is stored in it's own directory. The backupdata.bat files appear identical between the two versions but there is a difference. I've got a couple of questions. 1. How can I change the script so the backup files go to a single directory?
Contact Us Page?
Is there a place to put this on SD?
How to manage web server logs ?
Hello, It seems to me that you forgot to handle the included web server logs ... After less than two quiet (summer) months of use, I have more than 1.5 Gb of logs in ServiceDesk\server\default\log ... I can imagine what are files like "localhost_access_log.2006-08-20.log" and I will compress them manually for now. But what is log\archive\serverout.zip (200 Mb) ? What are serverout[0-9].txt ? Can I delete some ? Could you add log management in SD+ ? For example, 388 Mb of localhost_access_log.2006-07*
Notification to a group
I've a problem after upgrade to 5.5... ...the notification by mail to a technician didn't work when I assign the request to a group... Have any other this problem? In the previous release with the "queue" it worked fine. Luigi
Unable to run report
Dear support, I just purchased ServiceDesk Plus and I got following error message in new version 5.5.0 Please help. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Unknown table name specified ReportScheduleTask org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Requester - Additional fields
I am in the process of adding a new field to our "New Request" form. I would like to be able to add in a field where I can choose who the request will be for if it differs from the Requester. (This is the norm here for access requests) Except for the name of the field it would be a exact copy of the "Name*" field including the "userslookup.gif". Is this currently possible??? :?
Assigning asset ownership via the 'import csv' functionality
I am trying to import data from a barcode reader relating to assets not discovered on a windows network scan (e.g. monitors). I would like to assign the monitors to a workstation. I map the assigned to field in the import csv step 3 but the asset is not assigned to the workstation as expected. Does this functionality exist? Any help would be appreciated.
Custom roles
Is there a way to customize a technicians rights so that they can enter a resolution and close it but are not able to "Edit" or "Delete" the ticket?
users close their own tickets?
Is it possible for users to close their own tickets? I don't see any button that lets them do this.
List of questions
- is it also possible to auto assign the ticket to a tech guy ? - is it possible to have a template for the email so it will auto open the ticket with all needed info (for example - hardware problem , software problem) - is it possible to have the system auto generate an answer email , that the ticket as been generated and will be taken care in x hours .. (according to the SLA) I have tried over and over to setup outgoing mail and with no success have i gotten an email in my inbox. Im running 5501
Backup automatically
I saw your article on how to backup/restore manually, is there a way of automating this?
E-mail User Creation
Hi, i'm testing Service Desk and I want to know if it possible to stop user creation each time they send a request by e-mail. Can i have just one user for all the e-mails? Thanks
Pop Assignment
When requests are recived though email (POP3/IMAP) they aren't assigned to a category/group by default. Is there a setting to configure defaults for this type of a request or can a Business Rule do this?
Request link in notification mail to technician is broken
Hello, When one of our technicians is assigned a request, a notification mail is sent to him. The mail contains a link to the request, but it does not work. Source code for such link: Click for details : <a href="WorkOrder.do?woMode=viewWO&woID=163">http://PKLMAN1:8085/WorkOrder.do?woMode=viewWO&woID=163</a>; Any idea why the address to the request is incomplete? Note: This only happens for one of our technicians. The other technicians receive a correct notification mail with working link
Add Request Time = 15-20 seconds..
The time it takes for a request to be added to the system after pressing the Add Request button usually takes 15-20 seconds. Is this normal? My server is definitely capable of handling the application without lag. This is a new problem since the latest servicepack installation. Please advise. Thank you.
Sharing an Asset
Is it possible to have an asset associated with more than one workstation? I wish to associate UPS devices with multiple workstations. Secondly, can an asset be associated with another asset? PaulG
SSL Support for SD 5.5.0
Does the latest version of Service Desk support SSL. If so, I do you enable it?
Purchase Module
Is there any modifications planned on the Purchase Module of the tool. I havent seent any change on this area in the new builds. Currently its very basic and does not handle the Asset Life-Cycle Management, ie. Approval Workflow, Selection of Assets, Contract, Procurement, Maintenance Support History, Inventory and End of Life. :(
Importing from AD to SD version 5.
I have been having a problem importing to SD from AD. We have just over 2200 users in AD and the imports keep failing. I have tried importing from several of our 6 DC's with the same results each time. I have even tried limiting the number of users being imported to less than a 1000 by choosing sub-containers. No luck. I tried using a csv file (comma delimited) but that only created another problem as it added to the list of requesters unlike the import from AD which replaced the requesters. So now
Request Overdue Email
Hi, I observed that i am unable to change the template of the request Overdue email. I receive so many emails from Servicedesk+ regarding calls being logged and closed. But sometimes i do miss out on some emails deleting them because they are the same emails. But as far as a request overdue email is concerned I believe it should be highlighted. To do that i need to change the template so that i can keep some specific type of formatting in the mail template. Think about it. Regards, Roshan
FQDN in SD+ Notification E-mails
Hi, I am using SD+ 5.0 to support our customers as well. I have set the e-mail notification and has been receiving the e-mails with no issue. However, I noticed that the URL link in the e-mail is always pointing to the SD+ server name. Example: ******************************************************************* Dear USER, Thank you for your recent Servicedesk request; your request has been create= d with id 9. The title of the request is : mail not working. The status of the request can be tracked
Error when backing up
I'm currently running build 5008 and I was about to upgrade to 5500. As per the recommended installation process, I was trying to do a backup of the database prior to applying the patch. However, when I run the backup it gets a fair way through then gives me a Java exception memory error. I'm just re-running the backup now and I'll post the error when or if I get it again.
Manager to get notification for all updates
Hi, We have a helpdesk manager and 5 technicians. When a ticket is assigned to a technician, only that technician gets notification of the update. I want our helpdesk manager (who is also a technician) to get a notification of every reply from a requestor to an existing ticket, even when it is not assigned to him. How can I do that? Thanks, John
Import requester from AD fails (and i know why)
Hello, we try to import requesters from Active Directory but some users fail to import. I tied down the issue to the login name of those users which includes letters like (�, �, �). Is there any chance to get those users into my database, except manually? There about 60 of them....
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