Workstation not being assigned correctly when logging req
When I fill in the new request form, I have 2 options for finding the user, either type the name and it automatically finds the ones that match, or choose from the pick list. If I choose from the pick list, the user is entered AND the workstation that is assigned to them appears in the workstation field, HOWEVER, if I pick the user without using the picklist, the workstation doesn't appear in the workstation field. Hope this makes sense?
Dynamic Categorisation
Hi there, Just a quick question - I recently started with this software so this may be available already. I am looking to have (dynamic if possible) secondary and possible tertiary categorisation of issues. Ideally the situation would be as follows: Principal categories - Applications A-D, Application E-G etc, Phone, Starters and Leavers etc. Secondary Categories (Application Titles) - Access, Adobe, Phone Details - ie Cisco, Voicemail etc. with picklist based on the primary selection. Tertiary Categories
ServiceDesk Personalization in Italian
Hi, I'm writing from Italy. We use ServiceDesk and we've appreciated the feature of the personalization of the Language. The personalization in Italian is in your RoadMap. Can we do something to help you for the translation? thx Luigi
SD+ reckons it is Service Packed but it isn't
After a corrupt backup we had to restore using an older backup file, I am fine with losing the recent request etc but it is a restore from before I service packed it. So SD reports it is Version : 5.0.0 and Build Number : 5010 but when I use updatemanager.bat it says that service pack 14 (the latest) is already installed. I tried uninstalling it but it says it isn't supported. Thanks Darren
Notes history
I would like to ask about Notes. It seems that any techician can delete notes. This is very bad considering the fact that Notes are not recorded anywhere in the History that I can see so there isn't any way to show that the Notes once existed. I guess I have three requests or issues: 1. The Notes should be recorded in the History 2. Techs should not be able to delete other techs Notes. Only Admins and the tech that wrote the original Note should be able to do this 3. Notes should be editable. It
Problems scanning domain for workstations
I've tried several times over the last 2 days to scan the domain for workstations, this worked fine in the demo of the product but now it's paid for, it doesn't work!? It scans a few machines, then I get CANNOT FIND SERVER, PAGE CANNOT BE DISPLAYED Anyone got any ideas? Given the number of problems we've had so far (NONE of which we had in the demo) we're seriously considering a full refund and rethink :(
How to create work orders automatically
Hello, I am testing ServiceDesk+ at the moment to see if it fits our company's needs. It looks very good so far. There is a very specific need we have though. We need the option to have a certain incoming request trigger the automated creation of work orders that can automatically be assigned to the appropriate tech. For example, let's say a request with a category "Employee Termination" is received. This should now automatically trigger work orders that reflect the termination procedure: e.g. it
Errors with SD+ on WinXP SP2
In the past I have had difficulties starting SD+ on WinXP from time to time. I would also have problems with reports being created and the dreaded 501 error coming up. I have been testing a lot and found a lot of these problems are created because %temp% and windows\temp directories have far too many files in them. This inhibits the creation of the #sql* file and things seem to crash. Perhaps SD+ should use a temp directory under the <sdhome> directory instead as Windows is notorious for not cleaning
View SQL Query For Custom Report
We want to make up some Query Reports and the simplest way for me to do that would be to create a Custom Report that was "nearly" what I wanted and then change the SQL. Is it possible to somehow view the SQL produced from a Query Report?
'Description' text box in 'new request' error
I have noticed an error when adding a new request when logged in as just a basic user. If all the mandatory fields are filled in, apart from the 'description' box, when a user click 'add request', a pop up tells them that the box cannot be blank. However, after clicking 'ok' to the message, if the user just double clicks into the text box, the request is submitted! This was discovered by me getting click happy with my mouse, and i think will lead to the same thing happening with requesters and lots
Duplicating a request before saving the original = problem
I created a job for a low disk report from an SBS server report by sending the email into servicedesk+. I then edited various fields within SD+ and replied to the client. Without closing the job (and going to the top menu) I then created a single duplicate as the job raised another issue that needed attention by another engineer. I also added notes to the request. When clicked on update, I looked at requests page I noticed that both jobs had gone back to the default titles and when I looked into
Build 5500 upgrade & Firefox
After the upgrade to 5500 from 5510, we experienced issues in Firefox 1.5.0.4 where we couldn't enter text into the description fields when editing requests, or replying. There was probably more items there, but SD+ crashed on us (my fault!) and we had to roll back to 5010. So didn't get a lot of time to peruse through the build. Had some good features though that we were interested in checking out. best, tony
Merge request bug fix
Love the feature Merge request, but the main request should not be able to close until all the merged conversations are closed. When creating the primary request perhaps this feature can be specified with a logical toggle check mark, indicating all conversations will have to be completed before it can be closed? Thank you. Robert Malsom
User-level workstation/asset report?
Is there a query or other rerport function I can creat that will allow a view of each user as the main index and below show what workstation(s) and asset(s) have been assigned per user?
Reports
can someone plesae tell me why since upgrading we have now lost the abiltiy to click on items in the report, this was really useful to us, and now no longer have it, also when running a custom report on assets i only seem to be able to run the report in some sort of graph why am i not able to run the report and and view it with colums,
how do I stop emails logging calls?
I'd like to turn off the feature that allows calls to be generated via email, can anyone tell me know to do this?
technicians as requesters? also no AD authentication for tec
I have 2 questions, we've just bought servicedesk after trialling it, and we have a few problems 1. why can't technicians still be listed as requesters? Technicians may also have times when they need to raise a job as themselves 2. I've enabled AD authentication and can login as a requester fine, but technicians can't login using AD unless I set them a local username and password.
Customizing the request form
i'd like to remove a field from the request form and add a few, is this possible? i'd like to remove the LEVEL field and ADD LOCATION and DEPARTMENT fields, i've specified these in the wizard so I ought to be able to just add them, shouldn't I?
Assigning multiple workstations in a single operation
Is it possible to assign multiple workstations to a department in a single operation?
Report on software users
How can I run a report to list the users who have a particular unmanaged item of software on their computers? More generally where can I find an ERD of the database so that I can develop my own queries? Thanks John
HP Deskjet 612 printer installed, doesn't print
I installed my printer HP 612C w/newest upgrade but won't print. Printer was hooked up to another PC and worked perfect for 2 years. What is my problem???
upgraded to Version : 5.5.0 now helpdesk crashes
Hi since we have upgraded to the latest version Version : 5.5.0 Build Number : 5501 we seem to have some issues when the helpdesk software auto refreshes. The only way to get back to the helpdesk is to crash out and log in again. I have atached the screen dump of the error can you help
Login screen?
Is there any way to customize the login screen. I would like to adjust it so that my users have no choice but to login to the domain that i specify. I would also like to have it not show the the administrator, guest username and password(default settings)
WMI Agent
Hi all, I'm interested in developing a WMI Agent for ServiceDesk. Is there a E/R for the inventory specific tables? I'm planning develop this in C#. Best regards Fernando Possebon
UK Date Format?
Morning, Do I need to go into the Apache config files to alter the date format as viewed in SD+ ? (I need DD-MM-YYYY) Many thanks DRP
Show 25 per page
Is there any way after changing the SHOW 25 PER PAGE to keep that setting after updating an inventory item, after each update it will revert back to the first 25 inventoried items.
Russian localization soon?
Hi SD+ Team! How soon can we wait the Russian localization? We'd like to help you, to make this process quicker Thanks..
Default 25 per page
Is ther any way to set the 25 per page default to something other than 25. When changing an asset, it will always revert back to the first page. Bill
DCOM, options?
I have about 35%-40% of my workstations (2k and XP) that will not scan because of the dreaded DCOM issue. I have run through I think every option available (DCOM on all machines is set to Enable Dist., etc). Strange thing is that there seems to be no pattern why this has a problem. While one machine (mine for isntance) has unchanged settings and can be scanned (XP-SP2), others cannot. It seems that there is something missing here. But what is it. What else can be causing this error? I really want
AD Requestor Import
I have a question on the Active Directory Requestor Import. If this is used does it check for new users on a scheduled basis or does the import have to be re-run manually to add new AD users? On the other hand if a user is deleted from AD does that user get removed from the list of Service Desk requestors during the next AD scan? If both of these are manual processes I would like to see better AD-integration/user-management be added in the future. Thanks.
reports with Overdue Status - always shown as true
If I modify a report, such as requests by category, and add the overdue status; that field always shows as true even though the due date is sometime in the future. Is this a bug or am I not doing something correct within the reporting? The canned SLA reports show the overdue status correctly. See attachment. Notice that current time (when attachment image was created) is 8-11-2006 11:26
AD Import, Multiple domains
We have multiple domains in our forest and due to mergers and acquisitions we have multiple users with the same username (different domains of course). The domains are months away from consolidation so we are using the department feature to distinguish the different domains, but we are having a problem importing the users. The problem is that the import tool only appears to use the samAccountName to verify whether or not the user is new or exists. As a result, existing users are being overwritten.
No more than 24 business rules
On build 5501, I have set up 50 business rules which relate to how our support calls are dealt with before allocation to a tech. Unfortunately, there is absolutely no mechanism (with the exception of using an SQL analysis tool- which we don't want all of our techs to have access to) to view any more than the first 24 business rules. There is no scrollbar, and no expected <25-49> option common in this type of design. This is a brick wall to my deployment plans, and I really need a way of seeing all
Suggestion on reports
The reports show the title of the request but it is cut off after 15 or so characters. Many times it is not understood what the request is given the limited space for the title. The title should wrap as needed to show the entire contents.
Suggestion on filters
On the requests page the filter is limited to what is already there. I would like to see the ability to create our own filters, such as all open issues for a particular technician. As a manager I want to be able to easily pull specific sets of requests via the pull down menu. No I have to run a report, then pull up the requests from the information on the report.
Next Update
Hi would it be possible to get a list of things we can expect from the new update and when this is likly to be saves people having to request things that may already be inculded, many thanks
Scheduling for AD user sync
A good feature to have would be to allow for scheduling AD user syncronization to happen at time (hourly, weekly, monthly ,etc.)
Changing Sales Tax to GST for Australian users
Think this would also affect New Zealand, we need to be able to change the "Sales Tax" whereever it appears to "GST' (Good and Services Tax). I have put in a feature request but would like to know if this could be changed, mainly on the printed purchase orders
Edit Requester details from Request
Is there a way to easily edit the Requestor's details from the Request? I often get a Request and notice that some of the Requestor's details are not complete. I'd like the ability to easily edit thier details from within the request. Thanks Ken
Disposed Assets
Hi can you possible add and a extra option on assets to mark as disposed for disposed assets and with a date it was disposed ????
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