sorting globalview categories on home page
On the golbal view tab on the home page, is it possible to sort the order of the requests by technician? I also noticed it is not listing all of my priority levels when I sort by that (I have added a few extra).
E-mails
I have been testing Service Desk with the latest hot fix. My doubt is if I could send notifications requests from the service desk to users outside my domain. For example, if the e-mail used by the tool is helpdesk@abc.com, could I send e-mails to user1@xyz.com?
Service Status
We use a product called Servers Alive to monitor services which we have publishing a webpage of traffic lights. I want to incorporate this into the front page of ServiceDesk so users can automatically see if something is down. Just including an iframe would do.
Backup Script Changed in 5501?
HI, I've recently upgraded from 5008 to 5501. When I ran the backup script in 5008 I could override the destination of the backup directory and the backup files where stored in a single directory. Now with 5501, I can't override the backup directory and each backup file is stored in it's own directory. The backupdata.bat files appear identical between the two versions but there is a difference. I've got a couple of questions. 1. How can I change the script so the backup files go to a single directory?
Contact Us Page?
Is there a place to put this on SD?
How to manage web server logs ?
Hello, It seems to me that you forgot to handle the included web server logs ... After less than two quiet (summer) months of use, I have more than 1.5 Gb of logs in ServiceDesk\server\default\log ... I can imagine what are files like "localhost_access_log.2006-08-20.log" and I will compress them manually for now. But what is log\archive\serverout.zip (200 Mb) ? What are serverout[0-9].txt ? Can I delete some ? Could you add log management in SD+ ? For example, 388 Mb of localhost_access_log.2006-07*
Notification to a group
I've a problem after upgrade to 5.5... ...the notification by mail to a technician didn't work when I assign the request to a group... Have any other this problem? In the previous release with the "queue" it worked fine. Luigi
Unable to run report
Dear support, I just purchased ServiceDesk Plus and I got following error message in new version 5.5.0 Please help. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Unknown table name specified ReportScheduleTask org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Requester - Additional fields
I am in the process of adding a new field to our "New Request" form. I would like to be able to add in a field where I can choose who the request will be for if it differs from the Requester. (This is the norm here for access requests) Except for the name of the field it would be a exact copy of the "Name*" field including the "userslookup.gif". Is this currently possible??? :?
Assigning asset ownership via the 'import csv' functionality
I am trying to import data from a barcode reader relating to assets not discovered on a windows network scan (e.g. monitors). I would like to assign the monitors to a workstation. I map the assigned to field in the import csv step 3 but the asset is not assigned to the workstation as expected. Does this functionality exist? Any help would be appreciated.
Custom roles
Is there a way to customize a technicians rights so that they can enter a resolution and close it but are not able to "Edit" or "Delete" the ticket?
users close their own tickets?
Is it possible for users to close their own tickets? I don't see any button that lets them do this.
List of questions
- is it also possible to auto assign the ticket to a tech guy ? - is it possible to have a template for the email so it will auto open the ticket with all needed info (for example - hardware problem , software problem) - is it possible to have the system auto generate an answer email , that the ticket as been generated and will be taken care in x hours .. (according to the SLA) I have tried over and over to setup outgoing mail and with no success have i gotten an email in my inbox. Im running 5501
Backup automatically
I saw your article on how to backup/restore manually, is there a way of automating this?
E-mail User Creation
Hi, i'm testing Service Desk and I want to know if it possible to stop user creation each time they send a request by e-mail. Can i have just one user for all the e-mails? Thanks
Pop Assignment
When requests are recived though email (POP3/IMAP) they aren't assigned to a category/group by default. Is there a setting to configure defaults for this type of a request or can a Business Rule do this?
Request link in notification mail to technician is broken
Hello, When one of our technicians is assigned a request, a notification mail is sent to him. The mail contains a link to the request, but it does not work. Source code for such link: Click for details : <a href="WorkOrder.do?woMode=viewWO&woID=163">http://PKLMAN1:8085/WorkOrder.do?woMode=viewWO&woID=163</a>; Any idea why the address to the request is incomplete? Note: This only happens for one of our technicians. The other technicians receive a correct notification mail with working link
Add Request Time = 15-20 seconds..
The time it takes for a request to be added to the system after pressing the Add Request button usually takes 15-20 seconds. Is this normal? My server is definitely capable of handling the application without lag. This is a new problem since the latest servicepack installation. Please advise. Thank you.
Sharing an Asset
Is it possible to have an asset associated with more than one workstation? I wish to associate UPS devices with multiple workstations. Secondly, can an asset be associated with another asset? PaulG
SSL Support for SD 5.5.0
Does the latest version of Service Desk support SSL. If so, I do you enable it?
Purchase Module
Is there any modifications planned on the Purchase Module of the tool. I havent seent any change on this area in the new builds. Currently its very basic and does not handle the Asset Life-Cycle Management, ie. Approval Workflow, Selection of Assets, Contract, Procurement, Maintenance Support History, Inventory and End of Life. :(
Importing from AD to SD version 5.
I have been having a problem importing to SD from AD. We have just over 2200 users in AD and the imports keep failing. I have tried importing from several of our 6 DC's with the same results each time. I have even tried limiting the number of users being imported to less than a 1000 by choosing sub-containers. No luck. I tried using a csv file (comma delimited) but that only created another problem as it added to the list of requesters unlike the import from AD which replaced the requesters. So now
Request Overdue Email
Hi, I observed that i am unable to change the template of the request Overdue email. I receive so many emails from Servicedesk+ regarding calls being logged and closed. But sometimes i do miss out on some emails deleting them because they are the same emails. But as far as a request overdue email is concerned I believe it should be highlighted. To do that i need to change the template so that i can keep some specific type of formatting in the mail template. Think about it. Regards, Roshan
FQDN in SD+ Notification E-mails
Hi, I am using SD+ 5.0 to support our customers as well. I have set the e-mail notification and has been receiving the e-mails with no issue. However, I noticed that the URL link in the e-mail is always pointing to the SD+ server name. Example: ******************************************************************* Dear USER, Thank you for your recent Servicedesk request; your request has been create= d with id 9. The title of the request is : mail not working. The status of the request can be tracked
Error when backing up
I'm currently running build 5008 and I was about to upgrade to 5500. As per the recommended installation process, I was trying to do a backup of the database prior to applying the patch. However, when I run the backup it gets a fair way through then gives me a Java exception memory error. I'm just re-running the backup now and I'll post the error when or if I get it again.
Manager to get notification for all updates
Hi, We have a helpdesk manager and 5 technicians. When a ticket is assigned to a technician, only that technician gets notification of the update. I want our helpdesk manager (who is also a technician) to get a notification of every reply from a requestor to an existing ticket, even when it is not assigned to him. How can I do that? Thanks, John
Import requester from AD fails (and i know why)
Hello, we try to import requesters from Active Directory but some users fail to import. I tied down the issue to the login name of those users which includes letters like (�, �, �). Is there any chance to get those users into my database, except manually? There about 60 of them....
status of AD import or network scan?
If I do an AD import or manual network scan, there is a status window that appears and I can watch how many have failed, and how complete the process is. However, is there a way to check on the status of those if I close either of those windows, or wish to check on the status of a scheduled network scan??
disturbing news?
I just found out from support that they are using Mozilla Firefox for their in house browser. This is fine and Mozilla is a great browser but what I found disturbing is that the Service Desk Team does not seem to be testing their product with Internet Explorer. We called with an issue concerning the email forwarding and they determined the issue was being caused by incompatibility with Internet Explorer. Huh? I know there are people out there that hate Microsoft, and rightly so in some cases, but
How to allow reports to non Admins
I need to allow reports to non Admins of the application. Any thoughts
Contract field length
When assigning contracts to available assets, if the names are long you are unable to read the whole name. Also, if you accidentally assign an asset to two or more contracts it would be nice to get a warning stating that the chosen asset has already been assigned to a contract...would you like to proceed...yes or no..
Remote Desktop
Additions to ServiceDesk that would make it more appealing to me: 1. It would be advantageous to add a remote desktop (connection) link to each workstation within SD+. OCS Inventory (open source software on sourceforge.net) currently has a nice way of doing it by having a drop-down where you can select which remote software you use. 2. Adding the ability for all service requests to go to a central dispatcher for assignment instead of a group or specific technician. 3. Having an installable client
Business Rules: additional crietria
It would be nice to be able to use an user field as criteria, especially a date field with all specific 'date operators', like range, > Now(), ... Alain
Run audits locally
It's somewhat inconvenient to only be able to run audit scans remotely from the web console. That method can be interrupted by many things, such as firewalls. I would like to see a feature where audits can be initiated from an end-user's PC, and it would be nice for that feature to be scriptable so it can be tied into a login process.
User details when creating a ticket
I would like the ability to edit the user properties (email address, phone, etc) from the New Request page. Example: When I start typing a username it autofills with the full name and pertaining information (that is really cool by-the-way), but sometimes it just gives the name without the email address, etc., and then I know that I have not filled in the proper information for that user. If the ticket is created without that information, the end-user will not get an email of ticket status. Can this
Helpdesk - Notification Rules customize template error
We attempted to customize the notification template to our users 'Request Complete' template. Did nothing but change the text - did not even insert html. Problem is now the notification shows up as broken html - any ideas? See example of the text/html as the user sees it now. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_1642_30852954.1154467924601" ------=_Part_1642_30852954.1154467924601 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit Dear Admin,
Domain Scan, PCs reporting as turned off, but some aren't
i've been doing some domain scans and a lot of machines are reporting that they are turned off, i took a sample of some of them and checked to see if they were really off. Several of them were not, they were turned on and being used, any ideas why they can't be scanned?
Solutions database, how are the attached files stored?
I have a quick question about solutions within SD+ I want to attach all of our procedures that are currently stored as word documents on another server, into separate solutions in SD+. my question is:- if i move the files from their original location, does this break any "link" or is a copy of the file literally attached to the solution? If it does cause a problem then i propose moving all the word docs onto the same server as SD+ into a dedicated solutions folder, would that work? Finally, if a
Software Scan
It would be nice in the software scan you could choose to omit windows hotfixes so that they are not imported. David
Requests on hold report...
Hi, Is there a way of creating a report that tells you how many calls Technicians have on hold up to date when the report is run with the usual data ie.. tech name, requester name, request id Thanks Martin
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