Servicedesk won�t work for windows vista with ie7
I install servicedesk entrerprise but i have a problem. The software d�nt work is the S.O is Vista with ie7.
Active Directory Passthrough Authentication
We are testing out the software and are having a few issues. The AD pass-through authentication seems to work sometimes but not other times. Sometimes IE will pop up a box wanting credentials before we can hit the servicedesk plus server, other times it logs us right in with no problems, sometimes I get no prompt but the site doesn't display. I recall another helpdesk software I used we had to update something via GPO to fix this issue.. Might not be a Servicedesk issue. Thanks, Greg
Can MSSQL Options Be Configured?
We're using SDP 6013 (I think) on SQL Server 2005. I have a couple of questions that I couldn't find answers to in the database 1. Can SQL options be configured for the servicedesk database...i.e. things like logging (events, connections, database diagrams, etc) or backups? 2. In version 5507 we had interface customizations..."Workstations" were "Servers" and "Requests" were "Changes". This was done by editing some configuration files. In 6013 can this be done through the SQL server management program?
Download previous versions
Hi, I'd like to download previous versions of SD+6 for my test server. I'm currently running v6013 in production and I would like to reinstall the same from scratch on a VM to test upgrade to 6015 and maybe to 7 later. Also, I might move SD+ setup to a bigger machine some day, are all settings in the DB ? What else will I have to transfer (I've thought of license file and custom logos but what else?) Thanks
Support for MAC Operating System for Asset Scanning
Hi, Can anybody help me to do MAC OS workstation scanning for Assets Details.I am using Version 7.I need a procedure and settings on the MAC machine to enable asset scanning
How do you list all your assets in one list
I have just done a system scan and I want to be able to see all my assets so I can then put then in the correct category but I can't seem to get a full list. I can of course go through each category one by one but that is a real pain. I have only just bought this product so I am new to it. I am using Your SDP Version : 7.0.0 Build 7005. Thanks
Problems in SD after implemation of MS07-069 Security patch
Hi Our company has implemeted MS07-069 Sec. patch for IE6, and now I cannot start the servicedesk Webclient (ver 7.05) - has anyone else seen this problem? (I get memory errors in Java execution, and the SD logfile shows a lot of "Thread-Blocked" messages and a "access_violation_exeption" error) For infomation: the MS security patch is supposed to fix a remote code execution bug. Regards - Erling
Help Creating Reports
Trying to create a report that includes the fields: Request ID, Subject Description, Request Status, Notes and Created By. However, the note section will be used for when the report is printed out so that the reader will be able to right notes if they so wish. When the report is printed out, the notes column is filled with "not provided". Is there any way that when the report is printed out that it can be left blank? I added the notes field on the request page but then hid it from requesters (if
Unablet to access SD+ after upgrade to v7 and pass trough
Hi, I had version 6 upgraded to v 7 as per other posts. V7 was upgraded to 7009. Everything worked fine until turning on pass trough authentication. After that I am not able to access SD web page. The port is open and listens on port 80. Can I turn off pass trough from database or config files? Does anybody have any suggestions how to troubleshoot what is going on? Thank you.
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Email Catcher - When receiving Custom Forms?
Hello again! Hope you all had a good NYE ;) I have setup Service Desk Plus to suck all email out of a communal email address and that part is working quite well. We have custom forms that often get posted to the inbox, and when ServiceDesk Plus polls them it only picks out the title of the form and who it is from. That's all. Is there a way to get ServiceDesk to suck out the information in the form (Several text fields) and display this in an automatically logged call that is polled from the mailbox?
Asset Scan Errors help
Okay, I am trying to make heads of the errors that I receive form Domain asset scans, and why i need clarification is, we are spread over 40+ sites in 2 countries and I really need to be sure of what we have here in regards to errors! Bascally I am trying to determine what the errors mean, I have a machine in the office with me that is returning the "Connection to RPC server in the workstation failed" which SD+ suggests is an issue with Firewall, but the machine is actually turned off which should
Generating Report help
I have some more questions, and figured I would open another post. I need some help with generating reports. My boss would like to see two reports. One is a Time to Pickup report. How long did the request sit in the queue before a technician picked it up or it was assigned. The second is a Time to Resolve. How long once the technician picked it up did it take to enter a resolved state. Thanks for the help! ben
Network Scan - SNMP Only
I want to do a network scan using SNMP. When I fill out the network scan configuration wizard, the only mandatory field is the IP range. If I put in only a value for SNMP, then hit the save and scan button, I receive the following error message: FAILURE :Domain login name and password are not configured for the domain invoked for scan. Please configure domain login name and password to scan the domain. Then when I go back into the network scan, and edit, the snmp field is blank. I am using the domain
User hierarchy
A request asked of me by my manager for when we implement SD 7. Is it possible to have a hierarchy of users for ticket viewing. An example using our organization. We would like to have each sales teams individual manager to view their team's requests. In addition we would like the Directors of the three sales "categories" to be able to see all of their various teams' requests (each manages 4 teams who each have a local manager as well) and at the top level, we would like the VP of sales to be able
Incoming e-mail with Exchange
I am attempting to setup incoming e-mail for the ServiceDesk Plus system using Microsoft Exchange 2003, however on each attempt to connect, be it via IMAP or POP3, the following error is given: "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password." However I know that the details are correct so this is a method of authentication problem. What settings are required for IMAP under
Service Pack - Link mistyped ?
I went to download the latest service packs of SDP and when I click on the arrow-down of " Migrate from Build 6000, 6001, ... 6014 to Build 6015" it appears 36 and when I click on the word "hotfix" it appears the file called 37 ? Well forgive me if already exist some topic talking about this, yes I've used the search but didn't find any! My question is: the latest is the 37 ? And the 36? There's some problem on installing it ? thanks
how to hide log on to option
Hi, We have 10 different domains in our network. the current login screen showing all of the 10 and user have to choose their correct domain before login. we are running optilive for one domain only. how can i make one domain as the defualt choice and hide the option "log on to" thanks and Regards, shine
More focus on the Work Log
Hi guys, If possible I'd like to request that the Work Log component is expanded to allow some formatting. At the moment all carriage returns are removed which makes some of the details entered in the work log very difficult to read. Some basic formatting (ie breaks, bold, etc) would improve this greatly. Cheers, Angela.
Migration pack of SD6 to SD7
Dear, In the past I already asked to take part in the beta test for the migration pack of SD6 to SD7. Where can I download the migration pack. We used SD 6 Professional Edition and are using now SD7 Enterprise Edition one month. Best regards, Marc Huybrechts Marc.Huybrechts@awdc.be Co�rdinator Infrastructure ICT / HRD & Antwerp World Diamond Centre ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 06 89 Email : Marc.Huybrechts@awdc.be ------------------------------------------------------------
ServiceDesk Server will not start
I have installed a fresh Windows Server 2000 installation on vmware. I believe everything is setup but the server starts and stops prematurly and I'm unable to go any further. I have looked at the logs but unable to see exactly where to go from here. Thanks
SQL Tables (User info)
Dear all, We are looking to export some data from an existing app into servicedesk via SQL, however, I cannot find the table that holds the user info i.e. Username etc... I have checked all of the normal places but cannot find it anywhere... Am I missing something? (It is New years eve) So basically, what Table holds the user data? Thanks, Rob.
Is there an easy way to make users techs?
I am setting up techs and when I choose the AD username to be used for techs logon, SD+ tells me "Login with same name already exists. Please provide different value for Login Name" I am sure there must be a way then to make users techs and have Enable Active Directory Authentication, and Enable "Pass-through" Authentication ticked?? It seems I am doing something terribly wrong? What is it? Hoping someone can point me in right direction?
SD Plus build 7009
What are the fixes included in this build? I'm on build 7008 which I just upgraded to this week. Thanks Dean
Build 6015 Released
Hi All, An update to Version 6 has been released. The latest build version is 6015 and the hotfix to this version can be downloaded from http://www.servicedeskplus.com/service-packs.html Issues addressed in this hotfix : * Scanned Software list view was getting loaded very slowly is fixed. * Department name was getting duplicated when users were imported from AD is fixed. Instructions to apply the hotfix remain the same as before. Report your issues to 'support @ servicedeskplus.com' for immediate
Alias URL won't work after being set
I set an alias URL for Service desk plus on the self service portal settings, and it doesn't open. there are no firewalls on server or PC's! This did work when I changed it the first time, but when i went to check again, no luck? What have I done? Hope someone can help
2 Level Sign Off
Would it be possible to add a 2 Level Sign Off, ie. if a technician 'closes' a call, it simply closes pending confirmation from (e.g) an IT Manager/Customer Services Manager? Sometimes a technician feels a call is closed, but a bit of investigation reveals the problem is a) recurring b) part of a bigger issue or c) not in fact resolved!!
Holidays
In the "configuring holidays" section, I'd like to be able to set recurring annual holidays rather than having to enter the holidays individually for each year. Carolyn
SDGuest Editable!
Dear Servicedesk, As I have seen in the Forums, there are a few users who have requested the SDGuest option to be editable or at least have another role to choose from that gives the requester Read Only access to the requests they have. I for one would like to see this come into fruition. I work in a Travel Call centre looking after 500+ users along with my 6 colleagues. We would like users in the call centre to view the jobs that have been logged fror them but do not want the users to be able to
ServiceDesk Plus 7.0.8 *Build 7008* from 6.0.14 *Build 6014*
Well, I am trying to deploy ITIL and ITSM within my organization and am faced with the following dillema; should I blow away my historical information and migrate to 7008, or wait for the migration pack! Here are the features that I am lacking in my 6014 build that have been addressed in the 7008 build that I need ASAP: 1. Incident/Problem management 2. Case resolution/closure rules 3. Category/SubCategory listings in the Request view summary 4. The 5. List 6. Goes 7. On 8. And 9. On 10. At 11. Length
Global View - Build 6014
How can I enable the 'Global View' tab as a role--not enabling the user as an Administrator in the system?
Group Notifications not being sent
I recently installed the latest service pack 6014. Since then, when requests are created, the group notifications are not being sent. I tried to uninstall the service pack, but receive an error that uninstallation is not supported. Previously the group notification was automatically sent as soon as the request was created. Is there a way to fix this or remove the service pack as this seems to happen only after the service pack was installed?
Addtional License for SD+ 6
Hi, we are a resellers of your products in Saudi Arabia. I have a customer that already has SD+ 6.0 and he needs to purchase additional 10 technicians licenses , I want to know how can I quote him , and if he will pay the old price for SD+ 6.0 license or what . please try to answre me ASAP Ahmad M. Abdul-Hameed Trust Information Technology ahameed@trust-arabia.com
Error when I tried to scan for new computers
I got this error, every time that I tried to include new computers in the inventory. For example I have 5 new computers on the network, but they cannot be included in the inventory. This is the error: "General failure while scanning node"
Integrating Service Desk in a new Forest
Hello support ! I've discovered Service Desk quite recently and highly appreciate it. I have a question though and though you might certainly help :) Here is the scenario: my company recently acquired another company that was using Service Desk as its ticketing system and asset management. We have started using the product on their domain for user support and asset management (domains have not merged yet) and are quite satisfied about it. We are now planning to use it as the global ticketing system
Add feature to archive & restart Surveys
One of the current issues, is that if you add/remove survey questions, the ratings & satisfaction grade doesn't properly reflect actual values... I would like to see a feature that allows me to archive previous survey results prior to the modification of a survey. This will prevent past surveys from being included in the new survey definition.
Add Survey Results Report
I would like to see a survey that displays each technician with: - Number of surveys that were completed (count) - Their average rating (average) - Their satisfaction grade (percent total)
Update SLA
SLAs normally include "time to respond;" however, SD+ bases its SLA process on "time to resolve." It would be nice to have a date/time field for technician response to requester, and then be able to create a SLA rule based on response time.
Add Accounts (similar to ServiceCenter)
We use SD+ for internal, as well as external customers... ServiceCenter is nice; however, it does not have the ITIL compatibility that we require when managing our accounts. I would like to see the 'account' portion of ServiceCenter added to SD+
Mail Fetching Process Stopping
When one of our users emails our service desk mailbox, if they have replied to previous emails most of the time the Mail Fetching Process stops with: Error processing email with subjectOfMail : FW: CLIENT UPDATE, CALL NO. ##925## and messageid : <2DB79D66B9F0A54B9C274C101F6CC6A539FF32@perexch.contrav.internal>. SO STOPPING THE THREAD The content of the email that caused this most recently is attached (email1.txt) If I delete all the quoted emails and save the email then restart the mail fetching
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