connection between USER_ID and WORKSTATIONID
Hello people Out of the servicedesk Datebase i should programm a cute webapp for our intranet. i have infiltrated the whole database an i have gained a lot of information. but i didn't found one thing, that ist very important to me. in the table 'aaauser', there is the name of any user stored, so i could make strings like "Hans Miller". There we have the User-ID. Ok, and in the Servicedesktool (inventory) itself there are the Computers listed as follows: PC901 | Deskpro | DOMAIN | Windows 2000 |
Exchange 2003 & Incoming Mail now not working
Well we upgraded our mail server to 2003 finally from 2000 and now it no longer can connect to the mailbox. I know you say it isn't supported but the fact remains that it has been working. Also the system log doesn't have any errors which is strange, I started the service to see if it would produce an error but I only get it when i try to save the details. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Custom fields and information
We have custom fields set up for locations when opening a request. What I would like to do is to have some more information associated with those locations, but only for opening requests of a certain category. This would be for dealing with circuit outages primarily. So when you choose a location and it is in the category of Network it would auto populate the request with the circuit ID and telephone number for the provider of the circuit. Would something like this be possible?
Reports by completed requests
Hi, Whenever I access any report by completed request, for example, by category, I see the requests. But there is no link that will show me the detail of a particular request as previous versions did. I was using build 5008 and then upgraded to build 5501. Is there a way to do this?
Database maintenance
We are having, on average, 500 requests per month. I would like to know what can I do to maintain the DB in good shape.
Is it possible to change deafult port?
Is it possible to change the deafult port for Service Desk Plus from 8080 to another port?
Request notification
hi, when requester submit his request. administrator get e-mail from Help Desk. in that e-mail I have problem. there is Garbage in the mail. i cant understand the e-mail. plz help me as soon as possible in this regard, Thanks.
Any dates set for the next release. SQL, IIS etc..
Any dates set for the next release. SQL, IIS etc..? Regards Carl
New Query Report
Hi! I wonder is it possible in the new Helpdesk report system (query report) To generate a report that includes When a request (for a month) was created and when it was responded. Our SLA doesn't demand a resolution, just that we have respond the user whiten one hour. Best Regards Daniel
Many Departments deletion
How I can delete many (~2000) Departments in the Department List page at once?
Users can't access helpdesk
I have added the helpdesk to my domain shortcuts, but my agents are unable to access the site. The link looks like http://servername:8081. I'm sure it's a permissions issue, I just need to know which folder or service i need to give my agents access to and which rights do they need. I'm assuming read only right would be enough. Any help would be greatly appreciated.
Searching for words inside ticket
I know it is possible using the default search to search for words in the title of a ticket but is is possible to also search through the words inside the ticket? I believe this will help finding things easier...
Request template
Any plans for the ability to create templates for requests?
Import values to requster additional field
I have a list of about 200 values i want to put into a pick list as an additional filed on the request page. Is there any way to import this from a file rather than inputting 1 at a time and clicking 'add item'.
Create a Request based on an asset
Is it possible to create a request based on an asset rather than a workstation. For example if you have a faulty printer....instead of entering a workstation you enter the printer details as it may have multiple workstations using it. If you track the history of the printer rather than the workstation you will have a more accurate history of the printer. Having the requester limited to only Workstations make it hard to identify your issues. You may also want to put a request in for a monitor, router,
Feature request: Notify Group ticket is being removed
I have 7 different Groups/queues and when a ticket enters a group, it notifies the techs. However, there are times when tickets are incorrectly routed and I need to move them out of 1 group and into another. I would like to inform the group that the ticket was removed. Thanks Tom
pasthe
In the Request module of ServiceDesk Plus, it would be nice if we could enter a date when we enter the time spent on a request. Also when we enter the time entry, it would be nice if we could select a task that is associate with the request. Someone else interested in that feature ?
How To Connect
I can not connect remotely
Apple Macs
Can Service Desk add and query Apple Mac machines to add into it's inventory? If not, is this likely to be in any future updates?
Operational Hours not showing Properly.
Hi, There seems to be a problem with the viewing to select the Operational hours. I'm unable to select the till value in the Operational Hours. Regards, Roshan
Strange Graphical Problems On Operation Hours
Strange, I get a cutoff on the company operational hours on both IE 6 and IE7R2 and on multiple computers. Ideas? Bug? Already reported?
Manditory Fields
I have a few small things that I would like to see: 1) A way when creating a ticket to be able to make assigning a technician manditory, this way when I run the Technician report there won't be any unassigned except for the tickets that truely haven't been looked at yet. 2) To group specific technician's in a specific levels. For example I have the Level's in the ticket setup like this, Tier 1 = Help Desk, Tier 2 = Technician, Tier 3 = Specalist, Tier 4 = Director/Outside Vendor. I would like to
Reports - Software Inventory Report
Is there a way to get a software inventory report? We need to get our licnesing under control and removal of roug applications. SJK
How can I use the simulator to test my application?
Dear all, I have been developed network discovery appliacation using the SNMP protocol. I want to know how to use the Adventnet simulator to test the application? Thank you very much.
SD+ Spanish Version
I have a re-branded version of SD+ and we are currently looking to expand our services to some Spanish speaking clients. I noticed that SD+ can run with different languages. I do not see the option for languages under the personalize tab. Do I need to look somewhere else or do I need to install something. I am fully updated with 5501. Paul
No Help from Support
I would like to change the code on the WorkOrder.do page. There are 5 lines of code where it is attaching js files. Does anyone know if it is possible to modify the code?
mySQL version
What version of mySQL is ServiceDesk Plus running on?
Swedish characters in reports
When I run a report and there is swedish characters in the report they are all mixed up. ie. Lannér Sjöberg instead of Lann�r Sj�berg Is this a known problem and if so, when will it be fixed. Now when we can generate excellent reports it would be nice if they were readable to. Regards Stefan
Error message when save and close resolution is clicked.
Getting the following error when save and close is clicked in the resolutions for a helpdesk. maybe a bug with the system just so you know. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Access right
I don't want the technicians to access the Contract and purchasing part. But if I create a new role with full access on Request and solutions, they cannot update the due date or see the report. How can I have techinicians both being able to fully update all fields from a request and see the reports ? Thank you Loic
Request form customiser for technicians view
Hi there, It would be handy if you could add a request form customiser option for the techincians view of created a new request. This is so we can hide the workstation ID field if we do not use the inventory part of the application. Cheers Carl
Reminder of Features.
Hi, First of all I'd like to say that the new features implemented in this Update are fantabulous. The reporting Tool has been greatly improved. I would like to remind that it would be appreciated if few features were implemented a little sooner. 1 Full Active directory Synchronization. 2 MS-SQL Support. 3 Exchange Server Support. 4 Improvisation of the Purchase Order process. 5 Directly adding Workstations as assets, so that its easy to maintain inventory of Desktops/Laptops. 6 Only the role for
Adding HTTPS functionality and self-registration
Hello all! Newbie here! I love the product! Servicedesk has been live now in our organization for 4 months now and works great. The latest update solved my reports issue I was having. Anyways, ever thought about adding HTTPS functionality? We have an extensive force of mobile users. It would be nice if they could still submit tickets if they're out on the road, can't connect to our internal network via VPN. Also, it would be a nice feature to allow self-registration for users as it would lessen workload
Category not showing
The category does not show when viewing the Resolution Tab or the History Tab.
REQUEST ---- Tech - Private Solutions
Can you in a very near release add functionality to create solutions that are visable to tech's only? This would allow us to post certain documents and or fixes to common problems and do away with our techs bouncing from lotus notes to SD+ -Mike
SD+: TBug - Transfer of tickets to other techs misses TASKS
I discovered today on the ticket->Action menu the ability to Add Follow-up Task. This basically allows you to specify a few tasks to accomplish while in the process of fulfilling the ticket. I assigned myself a few tasks to test this, and saw that they also assign them to my personal tasks list (seen on the home page on the yellow square) BUT, because I'm leaving next monday for a new job, I was asked to transfer all my tickets to someone else. I dutifully reassigned them to this other tech, but
SD+: Update of time entry by me posted as other tech
After participating in a webex session with AdventNet, we were able to show a resolution on a ticket that I've transferred over to another technician. However, when I added the time entry, the entry went in with the assigned technician's name, and not mine. While I can understand keeping time entries to the assigned technician, there are examples when you don't want to assume ownership of a ticket just to show that you did some action on it, and then reassign the ownership back to the original tech.
SD+: Single quotes in names doesn't show
We have a guy whose name has single quotes (as pulled from AD). He's one of our technicians now (was a requester until we purchased more licenses). I'm attaching two screen shots showing how his name does NOT show up in the Request Summary screen, but his name does show up in the ticket itself when looking in the ticket details. Justin
SD+: Suggestion - Notification improvements
Having gone "live" recently, and having been affected by the changes in notifications lately, I'd like to make some suggestions for improvements. 1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets). Suggested solution(s):
BUG: Request reopening closed ticket loses tech assignment
In version 5501, when a closed request is reopened with an email, the technician field gets unassigned. Justin
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