Contract attachments
Apparently you cannot add attachments to contracts once the contract is created. Adding attachments is only available when creating the contract. Am I missing something?
Multi-homed Web Server / Port Change?
Hi: I'm currently testing SDP for implementation in my enterprise and would really prefer to use port 80, but have to run on a machine with an existing web server. I went ahead and multi-homed the machine assigning a new IP. Is there a way to bind the HTTP server to port 80 on the new IP in SDP? Anybody have any ideas? I would really prefer to use the default port to keep things simple for my users. Thanks! Brad
Inbound Spam
We have turned on the Spam filter on our ServiceDesk plus, but even though the spam emails are being deleted, its still creating a requester with that email address. Can that be prevented as well?
BUG: Simultaneous PO submissions causes numbering problems
When two people are working on a PO at the same time, there is an issue with the same number being assigned to the different people. It ends up being a problem with a vendor selection and other areas. Weird errors appear. What needs to be done is that when a PO process is started, some way of handing out numbers needs to be managed. Given that HTML is stateless, someone getting/using a number for some time as they look up vendor items and someone else coming in and getting the same number is not
Workstation History report
Is there a built in report or a way to create a report that will give me what has changed on the workstation daily? I am setting up a daily scan and would like to login in the morning and see if anything on any of the workstations has changed.
Preventitive Maintenance Error -Monthly schedule
I was able to make a PM task and create a Periodic schedule but when I try and change and then create a new MONTHLY task it gives the error below: Any Ideas? FAILURE :Error occurred while trying to save Preventive Maintenance Task Please report the problem to the system administrator, with the Error Code - 1,152,736,247,599.
Request created Time is off by 3 hours behind
We are currently running SD 5010 on Windows Enterprise 2003 Server the time on the server is correct with the lastest Time Zone and Time and Date but I don't understand why Service Desk is showing a 3 hours behind I check forums to find a fix with no luck thats why I'm posting this. Any help would be appreciated. Thanks
banning requesters
Can we actually ban a requester? Either to stop them getting in in the first place and secondly to ban them if they have left the company but we want to keep the case history associated with them.
Scheduled Request - can this be setup and how
We have requests that occur on a schedule - weekly, monthly, etc. I understand that a feature called "schedule request generation" was added in build 5500. Can someone please let me know how to build a request schedule. Thanks Rob Holmes Network Analyst Guelph General Hospital 519-837-6440 x2275 rholmes@gghorg.ca
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
How do you put Self Portal Online?
Hello, I am having some serious trouble. I have no idea exactly how to put the Self portal online. When I use my web client, on my computer, it takes me to http://localhost:8080. But that page is not available on other computers. How do I put the the Self service portal on the internet, so my other clients can login, or submit tickets. Do I need special software? Is it available with the SD+ Free? Please let me know exactly how to add the Self-Portal to internet, using my domain. (support. XXXXX.com)
Sending a solution to a requester
Can we actually send a solution to the requester without cutting and pasting? It would be useful to leave the request open in a window, look through the solutions and then send the solution (after possible topping and tailing) to the requester. Or again from the solutions to be able to send to a requester from there. Here I am thinking about me browsing for one thing and coming across another which reminds me that this solution will fit a previous request (that is grammatically poor...). In this
Java unpack error?
I downloaded the new full version of 5.5 yesterday. When I went to install it it got to the unpacking jar files part and died. Said a error accoured unpacking files. Any one seen this before?
alter the "MY VIEW" page
Hi Chaps, is there a way to amend the "MY VIEW" page to show not only the requests assigned to a specific tech, but also all requests assigned to queues/groups they are members of (without having to filter it)?
How to re-configure the AdventNet Fonts?
The Chinese version of AdventNet looks unclearly, can I change the fonts and fonts size?
Lack of editor for announcements
The ticket editing, and notification editing is vastly superior to the editing controls seen in the announcements. We cannot add links, or provide different fonts, colors, formatting, etc. Can this same editor be utilized in the announcements? Justin
Request Assignment
Is there any way to automatically assign a new request to a group based on the request category?
BUG: Print Preview function causes error
This is to formalize the issue brought up to AdventNet during my webex session. A user reported that in trying to access the Print Preview function (Under Actions on a ticket), an error was reported. As per Ankit's request, I'm submitting the IE version number and a screen shot of the error. (I was unable to replicate the problem in my workstation while on my webex session) Justin
How to stop SD+ from automatically added a requester via ema
Hello, Is it possible to disable adding requesters automatically from email request? All the spam the mailbox gets is being added as a requester. Thanks, Dave
FEATURE REQ: Business Rules with relational decisions made
The problem: We have users who are located in offices around the world. There are techs in many of those locations. They would like to be notified/assigned a ticket when a user from their site submits a ticket. Analysis: - There doesn't appear to be a way to refer to a user's location on an individual basis. You can have someone in a department that has a location mentioned in it, but that's rather tedious to set up, as departments span locations. There's no way to determine a department of a person
Documents
Is there any way to have a documents section in service desk instead of attaching them to solutions...ie having a FAQ are or other important documents but instead of attaching them to a solution??
How can I view "additional comments field" in user
We send this surveys but I dont know how I can view the additional comments field.
unable to scan a machine over the domain
I am unable to conduct a scan of a PC on my domain. The following error is returned after a few seconds: FAILURE :Connection to RPC server in the workstation failed. What is the fix for this error?
how to Enhancement main pages
hi guys, can you help me how to Enhancement main pages in service ServiceDesk Plus | 5.5.0 rgds echo
Underlying link is wrong - TD
A client of ours mentioned that they couldn't use the link to get back to the portal and see her account. We renamed our original link http://abc.companyname.co.uk:8080 to a more "memorable": http://servicedesk.companyname.co.uk:8080. The text in the outgoing email message shows: http://servicedesk.companyname.co.uk:8080/WorkOrder.dowoMode=viewWO&woID=294 but the actual hyperlink it contains is: http://abc.companyname.co.uk:8080/http://servicedesk.companyname.co.uk:8080/WorkOrder.do?woMode=viewWO&woID=294
Multi technicians to a case
Multi technicians to a case would be useful. Today I took over a request from a colleague who was out on site so I changed the technician to me so that I would see any incoming emails (in my open cases), but if I forget to reassign it back to him, then he will not be altered to the fact that there has been traffic in his ticket.
How to acknowledge request closure to group
How to acknowledge request closure/change to other requesters than the request owner ? -- Piotr
Survey report
We upgrade to 5500 and we can not see the results of a survey. Wen we try to see it we get this error (see attachment). Thanks, Jordi
What happened to the notice to requesters at ticket assignme
In 5500, there is no longer an announcement that specifically is sent out when a ticket is assigned to a technician. During a webex session with adventnet, I covered this. However, a technician being assigned is considered an UPDATE, and there is a triggering notification for that. But, the message for an update is generically worded for an update - ie. Your ticket ##1234## has been updated, please see this link for further details, etc. Since we don't send mail upon receipt of the ticket (due to
Automatically Assigning New Requests
Is there a way to automatically assign incoming requests to Groups based on the requests Category?
Closing a case without notification
Is it possible (or is this a wishlist item), to close a request without notifying the requester? There are some occasions where we don't really want to alert the client to the fact that the case is being closed. It might be that only admin technicians can perform this and a comment has to be added when it is closed this way.
firefox error
We keep getting this error for firefox users
Issues with upgrade to 5500
1) Action items within the ticket are haphazardly located in the upper right hand corner 2) Scheduled reports. The system will not allow me to set up a open ticket report. Keeps asking for a date even though I have entered one.
failure of domain inventory sdcan
I am unable to scan a PC on my domain. I get the following error after several seconds: FAILURE :Connection to RPC server in the workstation failed. Is there aWindows service that I need to enable? What is the fix for this condition?
Several Problems
First problem is I cannot get the SMS messaging to work for any of our technicians. The 2nd problem is that I upgraded to 5500 and now am getting the exception error.
Some requests
Hi, I'm trying SD+ and it seems it works very well. I want to suggest you some features that to develop your product: 1. it should be usefull the feature that can automatically schedule reports and send to a mailbox. 2. the possibility to check who and how many users a tecnicians are online 3. the possibilility to extract statistics about everyday connection e disconnection of a tecnician. Thanks 8)
delete unused Windows Domain in Domain list ?
Is there a way to delete unused Windows Domains in SD+ ? We have more than 150 unused domains in SD+, but only use one for our users and inventory. In Asset Management, Windows Domain Scan, we can only delete domain one by one. Christophe
Requesters can edit and delete announcements
It appears that under 5500 (didn't check older versions) that requesters can get in to view all announcements, and even edit or delete them!!! Additionally, one of our requesters found that when you try to set a permanent announcement (until forever), uh, forever is 31 Dec. 1969, presumably just before epoch... (1 Jan 1970) This needs to be fixed, especially the announcements tampering... Justin
SERVICEDESK SUPPORT: Re: [Request ID :##38119##]
Well up until two days ago I was extrememly impressed and happy with all the support I've recieved from all the crew at Adventnet. However, when trying to perform the upgrade to 5.5 we ran into some errors that pointed to a corrupt database. This stopped us from upgrading and if we did try to upgrade, it rendered ServiceDesk Plus totally unuseable. The guys from support contacted me and had a look at the issue, took a copy of the database to repair. Up till that point, I was still happy. The problem
surveys
The surveys dont appear to work for us, they are setup to be sent everytime a helpdesk request is closed. all the requesters have there emails details entered into the database and they are recieving emails telling them there request is open, on-hold, closed etc, Any Ideas?
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