Help desk
Dear all, I am using heldesk licensed version but now that is not working. when i am trying to browse client page in the localhost itself am geting blank page. please help me out ASAP Regards Shafi.
Can�t get "Pass-through" Authentication to work
We have enabled Active Directory Authentication this works fine, but we don�t get the "Pass-through" Authentication to work. We have ServiceDesk plus Enterprise edition 7.14 We run IE 6 and we have the servicedesk URL in the trusted sites.
Best practice for adding a software subscription?
Hey guys, I'm just trying to break the ice on the purchase order module. I haven't looked into exporting from SAP yet but I figured I'd start learning the ins and outs. My question is about software subscriptions. We recently just got 47 year long licenses for a program. How should I go about entering that in? Should I create a new type of product called "Subscriptions" or work it into the software somehow? I'm always looking for better ways to do things since I barely know what I'm doing in SDP.
email reply problem with Problem Management
Now i create a new problem. And in the problem detail page,i send a email using the "Notify" button,and the eamil appearls in a list below. The problem is if reply the email,there will be a new Request created,so it is confusing...... Any suggestions.
SDPlus 7 Domain Scan Name Resolution
Have searched throught the forum to clarify the name resolution method in SDP for Domain scans. Does it just use DNS queries to resolve computers found in AD or the default Windows name resolution order?
ServiceDesk Schema Question
I was working with my DBA to try to generate some custom reports. We looked at the schema provided from within the application (i.e. from query editor/workstation/get). Not all of the tables looked like they were listed. For example, when I run a custom report for Workstation and query "service tag", the query editor says that the table and field are workstation.SERVICETAG. There is no servicetag field listed in the schema provided from within the ServiceDesk application however and I can not even
notification of specific requests to a technician
is there any way i can notify one technician (who is the technician) of certain requests, that is requests coming in from senior and critical staff? i know i can notify all helpdesk calls, but i want to notify only the critical staff requests to the technician? is there anyway to do that
Add full text search capabilites
Currently search only does one word and will not search through resolutions. Since finding history about tickets is such a vital part of having a service desk system, I think the ability to search for phrases or other expanded search functions, as well as searching through resolutions is necessary.
Import older Backup into new version of servicedesk
It would be nice to have a 70xx build files imported into a newer version of it. in case we loose the server but the backups are there, we could import them up.
Security and Logins
Can we get an update to the issue of AD users being able to login and submit ticketes even though they have not been imported into the Requesters section of SDP? I know a group of us brought this up at the beginning of the year but I have not really seen anything about it since. This has become a huge problem for us as a school because our students have found the address to the helpdesk and are putting in all types of tickets. I do not know why this has not been fixed yet. What is the point of importing
CC non-technicians
When a supervisor submits a request to IT for a new user setup we need to notify our maintenance people. Is there a way to CC non-technicians based on categories through the helpdesk?
Resolution categories....
Hi, Any chance of a customized form for resolutions or a pick list for the resolution categories we have setup. This would make closing of calls much easier...???
Group Mail Settings
Can someone explain me how Group Mail Settings can be used??
Auto Finance
Business directory of auto finance companies and auto finance lenders. Automobile financing firms offer business auto loans, leasing, and financing services for new and used vehicles.
Schedule AD import once in every x days
It appears the function " Schedule AD import once in every x days" is not working for us. It hasn't been importing users and I've had to do it manually since we upgraded to version 7, any tips on troubleshooting this problem? Kind Regards Chris Smith
Purchase Order PO# field
Is there any way of automating the PO number so that it increments by one from the last issued PO ?
Requester name
Hello... I would like to know if I can change how I receive a requester messsage. Meaning, instead of 'Dear Smith, John,' can I change it to 'Dear John Smith,'. This is with the 'E-Mail acknowledgement to requester on submitting a new request' Notification template. I am running SD V6.0.0.14. Thanks. AndyW
Multiple fields sorting (Priority+DueDate)
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
Purchase Order Dates - custom query
Hi .. I'm trying to write a custom purchase order query, and cannot find any specific document that details how to 'decode' the dates. am using: Service Desk 7.0.0 Build 7012, MS-SQL server My query is: SELECT po.DATEORDERED "Ordered Date",po.POCUSTOMID "PO Number",po.PONAME "PO Name",paao.NAME "Vendor Name",pos.STATUSNAME "PO Status",po.TOTALPRICE "Total Price" FROM PurchaseOrder po LEFT JOIN POStatus pos ON po.STATUSID=pos.STATUSID LEFT JOIN VendorDefinition pvd ON po.VENDORID=pvd.VENDORID LEFT
Is anyone playing AoC here?
I mean Age of Conan, of course )
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Sort requests list by two fields
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
customize workstation hardware
when you add work station , it is not possible to make config of hard ware like Hard disk , cdrom ,... it is very important to be able to customize work station hardware details. in another word computer hardware inventory and tracking is usefull and neccessary.
Spell Check - Custom Dictionary
There are many IT tech words that escape the spell checker. It would be nice to have the ability to add words to the spell checker's dictionary so that we don't have to keep manually ignoring WAN, VLAN, etc... each time we write those types of words. Also, each time you do manually ignore a misspelled word or correct a word it adds a space to the end of that word, this is very annoying. Even the spell checker on this very forum has the capability to learn words and add to a custom dictionary, why
undo delete
i deleted a request. is there any way i can undo it and get it back on my requests. i can see it on the log.
About User Satisfaction Survey Logo and some other comment
Dear Support Recently i am testing SD+ 7 Build 7014 for my company The forum is quite informative where i can find many useful info. here. But i still got some problem whether don't know it is the known issue 1 - For Admin> Survey Result When i clicked on the returned survey from user , the company name is fine, while the company logo at the right up hand side still showing SD+. I have already uploaded my company logo where the login page and report works fine. Any advice on this ? 2 - Is it possible
Help with Time spent report
I am trying to create a time spent report that will list all the requests (request id, subject,etc) for a single catagory. I also want to show the Time Spent that is entered in by the technician, not the amount of time the request has been open. I created a timespent report which had just about all the fields I wanted, but when I runs the report if a request doesn't have a timespent entry, or is 0, then it doesn't show up in the report. How can I get the time spent report to show ALL the requests
Purchase Order - Problems - V7 Build7015
2 issues with the PO system. 1 is related to one particular PO. -When we try to receive the single item in this PO it receives it fine but it does not close the PO. I have tried this several times. The PO cannot be closed. NO error is generated. SDP acts normally as it does when item is received and PO closes after that. second issue. When printing a PO - firstly there is no print button in the PO Preview field. The printed page does not show anything next to status. For obvious reasons this needs
Departments Admin
I have over 1500 departments to rationalise. We have imported from AD and I think others have also arrived from asset imports from our current system. Even when rationalised there will be several hundred department. My problem is this: Every time I add or edit a department, the "Show 200" setting defaults back to 10 and it jumps back to the first 10 in the list. This is really painful. I guess just adding a view option of 1000 per page would make it much easier. A quick on for the next hotfix ? (this
Customer Portal issue
The link that is sent to a requester as part of the reply email has a link to the customer portal so that the requester can track the issue. However, when I hit this link and log into the customer portal as that requester, I can see and edit EVERYTHING! ... no good. I could not figure out how to assoicate the SDGuest role with the requesters. Please advise. Regards, Peter
ServiceDesk Plus and SupportCenter Plus on the same server?
Is it possible to run the ServiceDesk Plus and SupportCenter Plus on the same webserver? Thanks Dave
Installing Servicedesk on dedicated linux server
Hello, the linux install script does not ask for a mySQL db name (we are not running x-windows) and our host requires new mySQL database names to be pre-fixed with our account name so the install fails. Where can i change the database name so the nstall script will work for us ? regards - glen
database scheme question
Dear Support, We have faced some issues with reports after the upgrade to 7015. Most our assets and workstations have a site 'HP' assigned to them (which is obviously the vendor name, not the site or some location). As I understand, in version 7, site and region data for any asset\workstation comes from the data for the department the owner belongs to. And we do not have such site at all. All departments the owners of the assets come from have correct real site names assigned to them. We were trying
Custom query for domain controller hardware request
Hi, I've been tinkering with the asset management and I have a report requirement that I can't make from the wizard, so I was wondering if anyone could help with a query? I have an asset group I have made called "Domain Controllers" and I have put all the workstations (DCs) I want to report on in this group. I'd like to list the Domain Name, Server Name, Tag Number, CPU, RAM, IP address and then I can export to a .csv file. I'm using MSSQL Server 2005 and SDP 7 build 7015 so I'm happy to run the
Requesters would like to search Requests at the portal level
I am not sure if this is possible but how can you add items to the left hand side of the Portal? Currently my requesters only see the "search solutions" field. I would like to add the ability for the requesters to search within their requests as well. As a technician I am able to search within requests so I would hope that requesters also have that ability. In case I am not clear on what i am looking for I included a screen shot . Thanks
Copying Solutions to Resolutions
OK, I searched and didn't find this question before... I have Solutions in the KB that have attached documents (as most of our user help before was done by attaching documents, mostly .pdf). When I add a Solution to the Resolution of a ticket, those attached documents do not then attach to the Request--only the short text explaining what documents are attached to the Solution. Neither does a link to the Solution get placed in the Resolution--which would be the most helpful. When I resolve or close
Add SERVER as a prebuilt type for Asset detection /Workstation allocation
Enhance the Asset module to be aware of Servers as a prebuilt designation. At present all unidentified equipment drops into the workstation area , this includes Servers. A workstation can be designated as a Desktop or Laptop and this is selectable as a auto filter in workstation view. Adding Server to this will enhance the application allowing quick and easy viewing of all the servers on the network without having to create a new product category to manage it as is needed at present.
Asset Management
We are running SD 7015. I'm new to this - the previous person responsible for managing the product is no longer working with our company. I've got an issue with inventory. Hard drives and various other system components somehow have been entered as workstations which is throwing my workstation inventory way off base. and I'd like to get that changed. Now I've gone to admin > product and changed the various components product type from workstation to "x,y,z" so future inventory will be properly identified.
network scan using domain account ?
I have got the domain scan to work and can select specific OUs within our AD to scan and use a domain account with appropriate rights to scan a block of PCs. On occassion I need to scan specific PCs by workstation name or IP address. The domain scan does not offer me this focused granularity, but I can select indivdiual IPs using the network scan - HOWEVER - I can only get this to work if I use a logon account that is local to the workstation (i.e. the Local administrative account). This is fine
Bulk Import of Data from a CSV
Is it possible to do a bulk import of data from ServiceDesk and then back into ServiceDesk? For example, we added a custom field in our assets database called Division. I would like to export the current systems from ServiceDesk, do a match query in Excel against a spreadsheet of active users I have from HR against the users in the exported CSV and then import the merged spreadsheet into ServiceDesk (so that I can have the division information added to each workstation) Thanks again, -Erik
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