using the system for the development team
hi guys any one using the service desk for the software development team? how does it work for you? how do you manage to have the plaaning, assesment, implementations and all those system analysis procedures here in sdp?? thanks!
Service Desk plus: access to mysql database
Dear Support, I really really need to change the department in the old requests which as i understand is only possible by Database. I installed PHPMYADMIN and i'm having problems connecting it to the database. Please help me with this asap, i really appreciate your fast response. Best regards, Fadi
Unable to get to SD after setting up AD PassThrough
How do you disable the AD pass through... ?
How do you all enter your servers in?
Hey all, I noticed all of our servers are in the workstation list. This is undoubtedly due to the domain scan. Yes, we do have our servers in one folder on AD so I could uncheck it. However, I have a question. Does the server portion have a scan or do you just enter them in as assets? How does software management work in the server list? Here's another one pertaining to workstations: When you buy laptops or desktops, do you enter them in as assets or simply scan them once they're up and running?
Required Drill Down Catagories
I did a search and got nothing useful so I am posting the question here before I submit a enhancement request. I need a method of forcing a user to select a sub-category for specific Categories. We do not want to make it all or nothing for requests that have nothing to do with the category at hand. In short, can the required \mandatory information fields be made more granular :?:
Windows or Linux- is one better than the other for sdesk+
I am evaluating servicedesk plus and will probably also use Opmanager. I am thinking of putting this on a CentOS machine however I want to be sure that if the product works better under windows that I take this in to account during my decision process. I have tried this on a windows XP Pro system and it seems to work fine but I am thinking of CentOS for the live system. Can anyone comment on this? Thanks
Requests show in bold still broken after 7012
Although the 'asset disappearing when changing the category of a request' has been fixed the 'request showing as bold again after category change' bug is still present! If I put in a new request it shows in bold, which is fine. Then I 'Pickup' the request and it no longer shows as bold, which again is expected behaviour. However, when I change the category of the request through the 'View Request - Request Details' screen and click the little green tick the Request shows as bold again. This is a
Changing chart name after creation
Creating a custom report with chart I have saved it with name X, but the chart is still titled "Untitled" even if run later. I cannot find a way to change this name.
restored db now won't server start
I am evaluating Servicedesk Plus. I installed servicedesk plus free version. I added various config items through the admin wizard and all seems to work well. I then installed the full 30 day trial (on a second computer) to allow 2 technicians to log in to try it. I backed up from the free version and restored using the batch file in the bin directory as per instructions. Now Servicedesk Plus (the 30 day version) will not start up. It seems to fail when loading the dbs. It just keeps trying 2 or
Exclude requesters
I would like to exclude certain requesters from being able to sign in to sdp. If I delete a requester from sdp, they just reappear the next time a domain scan is done. Our OU structure has all the users from each location in the same OU. Some of the users I want to use sdp, and others I don't. How do I do this?
Error when doing windows domain scan
Hi, When doing a windows domain asset scan i get the error: Either access denied for the user or the remote DCOM option might be disabled in the workstation. This only happens for some workstations/laptops, so initially i thought it was a Win XP SP2 firewall issue. Disabling the firewall had no effect on the problem though. I followed the 6 step guide for that exact error in the servicedesk+ documentation, and all settings seems to be fine. I can ping the hostname of the latop i'm currently testing
Customize Reports "Grouping"
Hi Adventnet, Have a Question unable to resolve. I'm doing daily customize reports, thing is when i group a certain catergory together for instance "closed" tickets and "open" tickets I get "closed" tickets as my first group top of my reports and "open" tickets as my second group. I want the open tickets to appear at top and closed tickets at bottom of my reports. How can i go by in applying this if possible?
How to add standalone laptops/PC's?
I want a little feedback from both current users of Service Desk and support. We have dozens of laptops through out the company which do no connect to the company network i.e. are standalone used for workshop applications. We want to be able to add them as assets to Service Desk. How would/do other people deal with adding these laptops to Service Desk? Do you add the laptop to the network temporary and let SD+ do the scan? Or do you create extra asset fields such as memory, CPU, etc... and add it
CC Field query for replying from request to user
When we send a reply to a user from within request when viewing, via Reply>>Reply it appears that if the IT help desk email address is in the CC field, our fetching fails!! Is there any way to stop the IT help desk email address from appearing in CC field?? Help
Filter according to profile for category, sub category and item
They could add an option that following the group in which this technician, can be visualized or not options in the section of categories, Sub Category and item
A system of checklist
A system of checklist, which allows for checks on maintenance or tasks.
Custom mysql query
Is it possible to get a list with all computers that have failed inventory scan status the last 3 times? I�m interested in those computers that continually fails, that will give me some hints in troubleshooting either the computer or if it is inactive I can remove it from the domain. Regards Stefan
limit technicians access
I am trying to configure technician accounts so they have full access to only requests that are assigned to them and to the solutions database. I have been unsuccessful, any help would be appreciated. Thank you David
multiple mail recipeentes in reports
Hi is it possoble to shedule a report to multiple mail recepients separeted by commas or something else?
Importing accounts / users from ActiveDirectory
(Version 7.0.0, build 7012) Hello, Our company has quite a few records in AD. I only want to import a selection of these accounts (belonging to a specific (sub)company) and not the whole AD. I don't see no option to do this. Is it possible? If so, how? Awaiting your feedback, thanks in advance E. Wijnstra
Details of next hotfix ( 7013? )
In announcement section http://forums.adventnet.com/viewtopic.php?t=537411 Regards, Andy
Questions about assests in SDP
Hi I have some questions I would like to see if there are any answers out here to. 1. We have several IT assets listed. I would like to change the "Vendor Name" from "Not Assigned" to the correct vendor. (e.g. HP, or Dell) Is there any way that I can change multiple assets at one time instead of having to perform this change on an asset per asset basis? 2. Is there anyway to take an item entered into a Purchase Order as an IT Asset, and change it to a Non-IT Asset without having to delete it? The
Disable Hyperlinks just on Reports
Hi Adventnet, Been trying to disable hyperlinks when creating reports, were posting these reports daily, but want to disable the hyperlinks so that users cannot access the tickets. query of report: SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',wo.CREATEDTIME 'Created Time',wo.DUEBYTIME 'Dueby Time',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
Link c:\ folders to assets
Hi, Does anyone know how to link specific folders in the c:\ to an asset? Thanks!
Searching for requests
This may well seem like a stupid question, but hey I need to ask it(I think) I know I can click the search icon at the end of the request list view headers and search via column, but I would like to know how to search without having to choose in the filter the closed requests, of which we have over 4000, which requires me also to change "refresh this page" to something greater than 5 minutes for fear of a refresh during loading. I need to know status of some jobs, and am not sure if they are closed,
Workstation Audit not running
I've been trying to setup a workstation audit schedule, but it doesn't seem to run. I've searched all posts with audit in them and haven't found a post that had a fix. I did see mentioned in one post that somewhere it shows when the next audit will run. Where is that listed? On the Audit Settings page? I've setup all kinds of audit senarios and none of them run.
business rules - assigning categories to groups
Hiya, My question posed quickly: at what point are business rules applied? My problem in detail: I'm evaluating the software for potential use by our service desk and support departments. Our defined Category/Sub-Cat/Items would all be mapped to a service, so when the request is categorised it should go to the relevant group for the service owners. We want the techs to have a queue of requests relevant to them and pick up the highest priority unassigned request. We allow request submission by phone,
logging time spent
I am trying to keep track of actual time spent on a request using just the work log. but running the report records additonal time because it is submitted as open and records much more additional time. Is there a way to turn off the timer so i can use just the work log hours.
Replies creating new tickets
I've noticed recently that our system is creating new tickets on replies, rather than appending the current ticket. I've checked, and the subject line does contain ##SRID##, but even with that, a new ticket is created. Now I know that this was working at one time. I was wondering if something about our rules are messing something up, but I don't see what would. We are on 7.0.0 build 7011. Has anyone else seen this? Is this anything that's been changed in 7012 - I see that's out now. Any information
Receive items in PO
How to receive items in purchase order if owner another people, how leaved company? When I choose Receive Items in Action drop-down menu no any changes.
Work log final format to match text entry paragraphing
The entry format for a work log allows for new lines, but once the entry has been made and is displayed within the call ll new lines are lost. This makes it difficult to enter detailed information, or rather to read any detailed entries.
Add "My Details" for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
scanned software
hi guys i just want to check..is it possible to set the scanning of software from the registry rather than from the control panel?? 'cos we have many applications in oracle which would never be scanned in the software assets simply b'cos they are not listed in the control panel add/remove programs. however, we have them in the registry..so is there any way i can get to scan by the latter 'cos the software assets would never be accurate in an environment where oracle is the main appln used. ne workaround
Bring Solutions display in line with Windows folder sorting
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Purchase Order Custom Fields
Hi... My is using SD+ 6.0.0.12, and we need to add some fields to the Purchase Order form. I read in a different topic that this has been added to SD+, but I haven't seen it. Can it be done, or is is still in development? One of our techs would like to add an account# field to the form. Thanks. AndyW
Secondary sorting
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Smarter date order/sorting
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
Error Notice when requesters submit new request via web-form
Hi, I'm running SD+ 7.0.0 Build 7012, with MySQL I have all requesters imported successfully from AD with associated assets, but when users try to submit a new Request via web-form, a notice dialog pops up saying "Requester name does not exist", if the user goes ahead and clicks "Ok", the request gets posted, but I've noticed that this notice keeps coming up every time a user tries to submit a request via web-form. Any ideas on what could be wrong?
Service Desk Self-Service Feature Request
I am a big fan of your software, I think it's absolutely fantastic with a price that is extremely good. Now on to my question/request. I was wondering if in the Self-Service portion of the ServiceDesk Plus if there is any future development plans for a feature for users to unlock there own Windows logon accounts. I know there is other software, I'll use Numara Track-IT as an example, that allows you to do this. Anyways, I just think this would be a great add-on to the Self-Service Portion of ServiceDesk
requests format starting <!--[endif]-->
Hi gang We have a series of random requests where we cannot view the conten of the request. the common factor all of them is when we can eventually read the request, the first line of the request body is: "<!--[endif]--> " Has anyone else seen this, or tell us who to get rid ot it. the result is basically a nn-searchable, hard to edit, corrupt job. Cheers. oh, we are on Version : 6.0.0, Build Number : 6014 (version upgrade planned).
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