Customize Asset View
Feature Request: I'd like to be able to create a custom asset view, similar to the workstation view. I'd like to be able to view/sort by serial number, asset #, or any other custom field I have inserted.
Scanning for Macs
Hi Im trying to implement SD+ at the school i work for ... all is going well so far, just looking at importing assets from a cvs file.... is there any preparation needed ?? any info somewhere on this ??.... also as we are predominatly a Mac School running OS X is there any plans to add the scanning feature for mac too ?? Thanks
Howto scan Linux servers
Hi, I'm testing ServiceDesk Plus and OpManager to see if it will work in a ISP enviroment. My first question is howto scan a Linux machine in ServiceDesk for the Asset management. I know it work with telnet ( bad! ) but it gives a RPC timeout error.. Thanx Herwin Jan
Hovering Requests
When hovering over a request the content of the request is slow to display, I am on the latest build and have noticed this with a prior build, any ideas? Thank you
Handling workstation with Purchase Order
Hi, I would like to manage the order of desktops (workstations) with purchase order. Everything is fine till I receive items. When I receive items ServiceDesk generates an asset by the item but I would like to handle this item as a workstation. Is there a way to move this item fom assets to worstations? Or do you have an idea, how to handle workstation purchases with POs? Many thanks in advance, Tibor
BUG: Logo on PO not REALLY pulled from properties location
Somehow the graphic image got messed up on our PO (upper left), and I did a right-click->Properties to see the path pointing to our <servername>/<path>/CompanyLogo.gif file. I looked there, and didn't find it. Found permissions too open and closed them down, and then repopulated the file back in there. I refreshed the screen to force a reload of the screen and it didn't pull it in. (again the properties said it was coming from the location I mentioned above) It wasn't until we did an import of the
Survey problems and changes
I have noticed after I have submitted a second survey to the users that the data from the first survey does not completly get moved The first survey I did had about 20 people reply now when I go in and goto Reports / Survey Results by requester, that I still have the old list of people included from the first survey The list has anyone new added and the new results but also has the old people with the old result still showing for question one of the first survey. I know you are looking at changing
Windows Domain Scan Problems
All - I am having massive problems with Windows domain scanning. I get one of the the following errors on a good number of my machines- Connection to RPC server in the workstation failed. General failure while performing the operation. General failure while scanning node. I have done the "fix" suggested about allowing EVERYONE access to my RPC calls, however that did not solve my problem, nor is it an acceptable risk. My firewall has had all the ports punched through it to allow RPC. Also, I have
Restore error
Hi folks. I use the trial version of your software to test your system. I made a backup of system and deleted all registries to test a restore. When a make a restore, the system restore a original situation of the DB (users, requests, ets.... ALL). Could you help me? thanks
how do you install the package on a linux server
I have downloaded the linux version of the Service Desk Plus software however, I cannot get it to install. what should I do next. Thanks
Bug: Keywords in Solutions Database not searchable
I just put in a new solutions database entry, and added several key words. As I selected "Add", I realized that I had messed something up and wanted to update it. Clicking the Back button got me to the same page, but there's an Add button, and I really wanted to Edit it. So I search for the solution using a number of key words I specifically just put in when I created the solution entry, and the solution would NOT show up. I had to search for something in the body or subject line to be able to find
Constantly asking me to Login...
We have a few PC's that access the helpdesk software that is run on a server, these have been running fine for the last two week, but we have updated 2 of these dekstops using windowsupdate.com, and have mae sure that all available updates have been installed, since then we have the problem where when you try to access any page or link in the helpdesk software you are asked to re-login, the systems are Windows 2000 SP4 and Windows XP SP2, they both have Mozilla Firefox and IE and the problem is seen
Multiple Network and Domain Scans
Hello, I work for a consulting company that has multiple clients on muliple networks and domains. Is there any way we can setup Service Desk plus to scan their domains or networks from our office? We have tried VPN'ing into their network and running a domain and network scan but have goten errors. Or if there is a way while we are at their office to scan their domain and upload it to ServiceDesk Plus. Thanks,
Problem with contract attachments
My supervisor has told me that he wants to be able to add more attachments after a contract is created, but is unable to. He had four attachments already, but after creating the attachment, was unable to add more. Can this be added? Justin
New forums have a bug
I went to the new forum layout, and it looks nice - I just need to look around to see what functionality equates to what I used to do, as well as what new functionality you've implemented. So, on to the bug... When going to forums.adventnet.com/sdp_home.php, there's a list of messages on the right side, but when I picked one, I got a 404 error (file not found). The link is: http://forums.adventnet.com/viewtopic.php&p=43593#43593 Justin
Hotfix 5010 available for download
Dear Users, We have released the Hotfix to migrate ServiceDesk Plus to build 5010. The major fixes that have gone into this hot fix are: * Unable to start server in certain localised versions of ServiceDesk Plus in 5009 build. * When Technician name is added with comma (,), clicking the link from Home Global view will not fetch proper results. This issue is fixed. * When Technician name contains non English characters, clicking the link from Home Global view will not fetch results. This issue is
Solutions search engine not working properly BUILD 5008
I have never found the Solution search engine to work very good. Even though you can put keywords in it seems that it does not use those to make a decision on what or how to display results. Maybe it is my system because I dont see anyone else complaining about it and information management is one of the main reasons these systems are implemented. See my attachment. The first screen shot is a test solution I created. It simply has "Hello" as the title, "Hello" as the description, and "Hello" as the
Bug: Not able to copy/paste a graphic into an announcement
We're trying to copy/paste in a graphic into an announcement, and it's not working. I tried to get into the back-end database and enter a file location, but that didn't seem to work either. But I'm not sure I did it properly. Justin
Import Wizard checkbox settings issue
What is the basis for the checkboxes to be set/unset in the Active Directory Import Wizard when we're trying to import users? We have about 6-7 check boxes that always have to be unset (Users containers for various OU's in our environment). We want to be able to just point to one container. This is so we can just import new users only, and not the entire company. Justin
Bug: Reply or Forward with initial name in To field stuck
There's a bug in the To: field for replies to the requestor or Forwards to someone else. For the Replies to the Requester: If the name of the requester gets erased, no matter what other characters you type in the To: field, it only shows names beginning with the same first letter of the requester email address. For the Forward the Request: If you type in a character, then backspace and type in a new character, the only choices you get to make are names that begin with the first character you happened
Service desk plus resolutions
Hi we have recently started using SD+ and every tool you need for a helpdesk seems to be in place apart from the closure/resolution of calls.. As you know you first set up your resolution lists and then you need to search on them to copy them to the closure of the call... can we have a pick list or even a browse button to browse your solutions to make the closure of call a little easier please.... Also can we then report by closure categories.....
Active Directory user import fields
I'm trying to go through the schema that was published back on Feb., 2006 and also looking through the database. I see entire user's names crammed into the First Name field. Is this due to the Active Directory import? Do you map an entire Users container into one field? Is it possible to be able to map a First name into a First name field? Last Name into a Last Name field? And then reference it somehow in the notifications when using "$RequesterName" ? We're just getting killed with getting approval
Request On Hold and Due By Date
I need help to understand how Due By Date is working ... I have created a few status (new, assigned etc. are like Open, pending something are like On Hold, resolved or canceled is like Closed). The regular SLA is 12 hours. I don't understand how this request can be in SLA violation : Created by System on Tue, 20 Jun 2006 19:24:50 Operation : CREATE , Performed by : System Updated by K. on Tue, 20 Jun 2006 19:42:44 Request Updated by : K. QUEUEID changed from 301 to 601 CREATEDTIME changed from 1150824290901
Inventory / Software Summary - Depicting different versions
An issue has arisen in that we have just installed Symantec Antivirus version 10 around the network. This was upgraded from version 9. In the inventory list, the version is added with the title "Symantec Antivirus Client" and therefore version 10 is being bundled into the inventory with version 9 - which is then making the license purchase against install population incorrect. I note that in the Software Summary there is a version field underneath the product name, but how do we populate this and
Crystal Reports - Reporting on Workstations
Can you please give me some information on reporting on Workstations using Crystal Reports, would like to report on. [list=]Assigned Owner, Attached Assets, Components and their serial numbers, OS and version, specs
Requests reports
Dear all, I would like some help with the reports, when i run the 'completed requests by category' for example, some requests show up in the 'others' category on the chart but in the detailed report below the chart all requests are detailed in the correct category and "others" does not appear in there. I have 18 categories for the request and do not have "others" in the categories list i have customised. I would like the chart to reflect the correct categories. Any idea? The other problem that i
What Permissions a user need to be able to Update due date?
What Permissions a user need to be able to Update due date? Because I gave them edit since I dont want them to delete but It wont let them change the due date and time. Thanks
Feature to help eliminate "spam" request(er)s
We're finding a lot of spam requests (and requester info being created) causing some problems in our system. We'd like to see if there can be a "holding bin" for incoming tickets with requesters that don't match what's already in our SD+ environment. It would require a table for holding "requester ID" that are uncleared for acceptance into our SD environment, but could be reviewed to allow the requests in (maybe a mail from an outside vendor that wouldn't be in our AD domain, but could be submitting
Feature request: User checks (AD vs. SD+)
We have a couple of requests for improvements, however, some of these will require some changes internally. One of the improvement requests I'll make here, and one I'll make in a separate email, as I think they're substantially different in nature, but have a AD vs. SD+ commonality. We'd like the ability to show an indicator for users who are no longer in active directory, but for whom an entry still shows up in SD+ so that we can remove the requester entry, and overall just clean up the requester
Where is the awaited localization support
I have an environment were support for multiple languages are very important. I have been waitning for this to be implemented in Servicedesk. It was scheduled for late 2005, but is not implemented although it is proclaimed in the description of features in Servicedesk. I have the need for Danish and Greenlandic language support, and will be able to help with the translation task. When can we expect this will be available?
Suggestions for improvements on PO process
I have a number of items to suggest for the PO process and ancillary functions to this process. I'm hoping I can describe it well. 1. The PO process is very cumbersome. The entire user interface "experience" is burdensome and clunky. It takes an entire screen to do a single line item. Suggestion: Since a vendor is selected, show ALL the items from that vendor, with a check box at the left side to select the desired items, and have a box on the right side that allows for you to pick quantity. When
Bug in forums: After you submit a message...
When you submit a message (and after), the link at the top and bottom that say "Forum Home -> ServiceDesk Plus", but point to forums.adventnet.com/viewforum.php?f=57 This makes it a bit frustrating to get back to the new interface when it keeps pointing you to the old forum interface. Justin
Bug in forums? Author listed not necessarily true?
I posted a new topic earlier today, and saw there was someone who posted a reply (as viewed in the right side. I clicked on the message, but the only message there is my message and nothing else by the author listed. The message number is: forums.adventnet.com/viewtopic.php?p=43912#43912 Justin
Suggestions
For closing tickets - this reduces clicks and forces resolution notes to close a ticket: 1. Remove add resolution under tasks - This is an extra step that could be eliminated. 2. When selecting close request, resolution box opens and we can add a resolution. 3. Add save and close option in resolution screen. (The save option will still be needed in case a tech is not prepared to close ticket). This will again remove another extra step. For admin utilities: 1. All admin screens should be word wrapped.
How do I do updates?
How do I do updates? Thanks
What is the CMS system you're using for forums?
I noticed your recent move to a new layout (maybe even CMS system), and was wondering what CMS system you're using. I have a volunteer project I'm working on, and requires a CMS system, and I'm trying to evaluate different types. Justin
Report Showing Assignee and Workstations?
Hi All, I have been looking through the software. I can't find a report that prints the assignee with the workstation. Is there such an item? Has someone written a custom report? If so, can it be exported and imported? Thank you, Ken
How come new posts by registered users have to be moderated?
So I'm posting a bug report on the forums and get a message saying: [ Post is awaiting approval ] Why are registered users having to wait for moderated approval? I can understand non-registered guests and spam posts by "drive-by" post-submission programs. But isn't that why you have "Captcha" images and registered logins? Justin
Followup/Replies not being tied to original topic
I put in a message last week titled, "Suggestions for improvements on PO process" (msg # 13677). It appears someone replied reza_200... (can't see the rest, and when I pick on the name, it says that user doesn't exist). This followup is the one I mentioned in another message that's awaiting approval that is not available ( http://forums.adventnet.com/viewtopic.php&p=43593#43593 ) Justin
Bug in forums: Scope of new messages too wide?
In your new forums, I'm interested in the SD+ info ONLY. However, at the top of the page is a link titled: "View posts since last visit (XX)" with XX being a number of new messages since logging in. When I click on that link, I see messages pertaining to SD+, Zoho Virtual Office, OpManager, etc. I don't want that kind of scope, and the page I'm doing this from was said to be "http://forums.servicedeskplus.com" which is forwarded to: "http://forums.adventnet.com/sdp_home.php". Is there a way to fix
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