ServiceDesk Tables names
Gent,s. is it possible to have the tables Names with all fileds included in the tables used by the ServiceDesk to help us create query statement for reporting purposes. this will really help
PO multiple approval
In my organization multiple approvals must apply to a PO for example the IT Manager, Direct Manager, CEO and so on, but in SD+ once one user approve a PO, it is approved, So can you have something like as long as the PO not approved from all the intended recipients then it is still pending. Is this possible?? Thanks
Query report to inventory server storage
I'm looking for a query that would report drive details (capacity & free space) where OS is "Microsoft(R) Windows(R) Server 2003, Standard Edition" grouped by network name. It seems drive details would be more useful than many of the other details included in the custom reporting feature.
license reconcile for OS
I wanted to see how everyone else is doing this. When I scan our domain it tells me how many systems it has detected and what operating system it show is installed. However for audit and licensing compliance purposes I would like for the software inventory area to show the operating systems and have it reconcile them just as it does with all of the other installed software.
Additional Character Fields in Item List in Purchase Order
Is there a way to change/add the character field under Item list in Purchase Order? Right now when creating new purchase order and choosing an Item, the field is limited to 20 characters only. I would like to change it to atleast 30 characters for viewing. Any help will be appreciated.
WMI, RPC and DCOM network traffic
Hi support, Can guide me to search any write-up on the above subjects?? One of our customer looking to discover about 16000 workstations at various remote locations. Before doing the discovery, client need to know the traffic consumption in this kind of scenario. Need it urgent. Thanks.
Query request
I need to run a query for the following: For all workstations in the ABC domain, show the total installation count for all software apps on all workstations. In other words, let's say I have one workstation with Program1, Program2, and Program3, another workstation with just Program1, and yet another workstation with Program1, Program2, Program3, Program4, and Program5, all in the ABC domain, and I also have workstations in the XYZ domain that have some of the same programs. I would like to get a
Email Auditing / Fetching
Happy Holidays, Would there be anyway to link service desk to an email to do the following. We need to have an email which logs all incoming, outgoing, conversational email in service desk. Almost like a constant cc to that an email for internal auditing purposes. Thanks, Brad
Replying to a Merged Ticket should include all email address
When you merge tickets together and you click Reply>Reply it should include all the email address of all merged tickets. Example: If ticket # 100 was from abc@abc.com subject: unable to login and ticket # 101 was from bca@abc.com subject: can not login ANd you merge those tickets together under ticket # 100 when you click Reply>Reply it should have email address abc@abc.com and bca@abc.com If this is approved can it be applied to a future update
WMI, RPC and DCOM network traffic
Hi support, Can guide me to search any write-up on the above subjects?? One of our customer looking to discover about 16000 workstations at various remote locations. Before doing the discovery, client need to know the traffic consumption in this kind of scenario. Need it urgent. Thanks.
Remote access / External Access
When installing Service Desk Plus on our test server, it was configured to run from Port 85. Everything works perfectly from within the test environment, however if I try and access the system from outside the ofifce its not working. I have configmed that the respective port is open and forwarding correctly. Are there any configuration changes that need to be made to access the system from non-local ip addresses?
Requesters "New request form"
Hey guy, I wondered if anybody could help me with an issue regarding the options for a requester within the request form. Our company uses many different priorities to catergorise jobs. The main priorities are Low, Medium, High and Critical. I would like Technicians to use all of these priorities when they create a request but limit requesters to the Low and Medium priorities. Is there anyway this can we achieved? I looked at the custom request page for and could only find a way of either having
Technician Licenses
we have some technicians who are part time technicians who only require logging onto the system for short periods and not concurrently. Do you have any plan to make the licenses concurrent so two technicians can share a license? ALso - we have managers that may want to view and report on help desk issues for managers meetings - would they also require a technicians license?
Windows authentication
Hello, Is Servicedesk Plus able to use Windows authentication? We would like to use the single sign-on feature of Windows. It is a little bit annoying if a user has to enter his username/password twice.
Change category
Hi! Is there a way to change all requests to empty category? Because if I want to remove a cagegory it needs to be empty. Am I correct? Best regards, Thomas
New ticket creating problem.
I have SD+ installed and setup to automaticlly create a new trouble ticket and issue it to an IT tech when it can not contact a workstation or printer. This is working fine, but when the tech closes the ticket after fixing the problem, the SD+ software issues a new ticket automaticlly saying that the issue has been cleared. How can I stop this or have it close the ticket that it opened orignally if the problem fixes before the tech can get to the workstation?
version 6.0 for SD+
How the version 6.0 is available??
Adding printer info
I would like to be able to import my printer information into the system. I use jet admin and would like to import the printer information using the .csv file.
Is it possible "single sign on" on SD+?
Hy all, I have just installed SD+ in trail version in order to test some specifications b4 to buy it. I have some questions: - is it possible to change the mySQL database to SQL Server? If yes how? - I want to insert SD+ into the intranet, for this action it's necessary for me that the user use windows (active directory) authentification. Is it possible? I just wait your response. Gilles
SD running slow
Since we have upgraded to the latest build Version : 5.5.0 Build Number : 5507 Our SD seems extremely slow when adding new requests, adding notes and entering resolutions. Is there anything known that can cause this problem? Many thanks George
How does the survey calculate ratings?
I can't figure out how the survey calculates ratings? Can someone please explain this?
use SD+ with IIS
How is possible to use SD+ with ISS? Thanks
email aliases
I setup serveral email aliases (for one mailbox) to get requests from users to SD+. SD+ allows submit requests by email. But as far as I understand SD+ can process requests which were addressed only to email address which I setup in SD+ (Mail server settings). Is it possible to capture all requests from specified mailbox (which have several aliases)?
Notifications Failed
Send Notifications are failing. I have made necessary configurations. Any service to be running at Server side.
Merge Requests Option Unavailable
We are using SD+ 5.5, Build 5507. When we attempt to merge requests, we find that the Actions->Merge Request option is unavailable sometimes. What are the conditions that SD+ uses to display or not display the Actions->Merge Request option? Thanks! Todd
SLA of 30 days
I have tried to make a Priority "Project" that is connected to the SLA "Project" with a due date 30 days out. For some reason it will not do a SLA for 30 days out. I was able to get it to do one for 180 days, so I'm really curious why it will not do the 30 days? Can anyone help with this issue?
Assigning Multiple Workstations as a Department owner
Is there a way to assign multiple workstations as a department owner? Right now I have to click individual workstations and assigning owners by department individually. It would be easier if we can check multiple workstations and have the "Assign owner" feature right at the workstations window instead of opening one by one and assigning the owner. Any help will be appreciated. Chris
Scheduled Scan
Hi There We have the Scheduled Scan setup in the audit settings page, but it does not run. I've tried disabling the scan, then re-enabling it, but still no scans. It used to work, though not sure when it stopped. I've tried daily scan's and weekly scan's, but nothing. A manual scan on a workstation works fine. Any idea's??
Data Import
I am attempting to reformat "Microsoft Access" Data to prepare for import into the Service Desk system. I would like to use Navicat to do so for the ease of formatting and the importing into the MySQL engine however I cannot connect to the database from Navicat and any help with this issue will be appreciated. Once the import is complete and the testing is done my firm will purchase the 5 technician license but it is imperative that we conduct this test prior to purchasing. Thank you, DMORGAN
Created ticket report?
Is there a way of see who has created the original ticket before assigning to another technican??
SP16
hi can i get a copy of sp16, as this is what our current server is running, i dont want to update to 5507, as the new release is coming out, so i need this SP16 so i can build a test server and have it running the same config as our live server and from here i will do the SD 6 upgrade. hope you can help many thanks Ryan
Self register
Is there a way to have the default logon screen allow a new user to create a user ID and password?
where is the field of location list-description is used ?
where is the field of location list-description is used ?
How can I manually add hardware details
Wondering if there is a way to manually add hardware details to a workstation. We have no scanning software and no really need for it, I don't mind having someone punch in the limited number of assets we have. I checked the forums and the documentation, couldn't find any reference to this. Did I miss something really obvious? thanks /k PS this is a duplicate of an anonymous posting i just made.
Customizing Login Page
We are currently testing the ServiceDesk and are really impressed with that software. I want to edit the login page to see if we can change the links on the bottom right hand corner of the login page to our website and tech support? Please tell me how to change this. Best Regards, Wajid. Nazvik Communications wajidmi@yahoo.com +966502156944
How to manually add hardware details?
Hullo, Wondering if there is a way to manually add hardware details: specifically things like hard drives, NIC, cards, etc. I've looked through the forums and the documentation, I hope I didn't missing something really obvious /kincy
All "fields" available in all sections of system
It would be very helpful to see all of the fields that we create and that the system already recognizes to be available in every segment/process of the System. For example I can not without creating a query run a report on groups(queues). In SLA I can not select groups in any section. In business rules I do not have the option to send additional emails as the action to perform, groups is not available here. Category Status Level Mode Priority Requester Technician Group All additional requester fields
Asset list by department
Okay, I'm on 5007 and want to get this report done for our insurance people. All I want is a list of assets for one department. A little like the time spent report by department, for only one department. How is this done? I've tried creating a custom report on inventory, however this will only allow workstations. Help?
Additional templates for reply to requester
Hi We use SD+ for a number of purposes, and one of them involves manual reponses to incoming email requests - it can be any one of 4 different responses! So, is there any way of accessing a template for a response to a request, perhaps some sort of pick list - we just copy and paste at present which is a bit dull. Thanks Robin
Plain Text Passwords
Today I realized that authentication to SDP occurs in plain text. If integrated in ActiveDirectory authentication this is a big security leak. How do I manage SDP to work SSL encrypted ? Regards John
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