Automatically associate Email replies to correct ticket
Hi, Does service desk plus have any features to associate email replies to the correct ticket?? For example, when I reply/forward an ticket to a requestor, there is a chance that the requestor will reply back . Can the system associate the reply from the requestor with the original ticket automatically?
Solutions search engine return poor results
I have has this issue ever since I installed the product. I dont think it is an error, I think it is poorly designed. I think one of the most powerful tools in a help desk department is the ability to store and retrieve information. Unfortunately I dont think that Service Desk is proficient in the latter (retrieval of pertinent information). As I wait and watch new enhancements and bug fixes being released, I never see anything dealing with the accuracy of the solutions search engine. I just tried
Issues after upgrading to 5.0.0 build 5010
Issue #1. If I remove an attachment in a request, the menu to the right "Tasks" is removed and a big blue box is inserted under the request link. I did notice that the "Tasks" menu is at the bottom of the screen under the history link of the request. Issue #2. Sometimes the "Tasks" menu disappers from the "Request" link without the blue box. I'm not sure what I do to get this, but it doesn't have to do with removing an attachment. Screenshot provided... Best regards, Jeff
Show quick create request in requestor home page
I'm sure I enabled this on a previous build but cannot find the option to enable it at the moment, am on build 5.10
Knowledge base
Is it possible to hide folders in the Knowledge base from users? For example: a folder concerning firewalls for a network support team does not need to be displayed to the end users. Currently the folders contents are not available, but the folder is still viewable. Thank you Trevor
Scanning for workstations
Hello Folks, Looking for some advice on scanning workstations for service desk demo. Currently we are setup on a NetWare network. No MS servers at all. Most workstations are XP SP2 machines. All machines have the Client for MS networks removed. I am wondering if anybody out there might be operating under the same circumstances. What would you recommend for scanning and importing workstations? Active directory and domain scanning are unavailable. Thanks in advance. Rob
Suggestions
Hi I'm our Admin for our team and pretty much control our ServiceDesk. We've been using ServiceDesk for about a year now and have noticed that it has become an encumberance. We have to click multiple times to get to certain fields in the program. So I thought I'd give a little feedback/recommendations: 1: Navigation panel (view pane) - To the left, with expandable lists (+/-) to get to Admin tabs(and potentially other modules) quickly. This saves us time. I understand that we can do this from the
Bug in history portion of ticket
I've noticed that a ticket that is closed properly shows a time/date stamp in the history. However, one of our techs inadvertently re-opened it by sending an email from inside SD+, and cc'ed the account where we pull the mail from, and it re-opened the ticket, but does NOT show the re-opening in the history. I had to look at the conversation date/time stamp and compare it to the ticket closing date/time stamp. Can we have re-opened tickets register a history event? Thanks, Justin
Inventory feature....
Hello All, The inventory feature is very cool, but there are some issues that are still there. First of all, how to scan for new inventory and keep up to date?? Second, if we click on one of the software packages, it does not show ALL of the machines that have it installed, for example if I know one of the machines has it installed, I will click on that machine name and do a scan, but it won't connect to do a scan because it comes up with an error saying: "Connection to RPC server in the workstation
Active Directory Password Changes
Hi All, We are using AD authentication. If a user changes their AD password, how long will it take for ServiceDesk to sync that password? We had a user change their password today and they can no longer access the application. Best Regards, Ken
Importing assets and assigned to workstation
Hello, I'm demoing ServiceDesk Plus, and so far am quite impressed. I seem to be running into a problem with importing assets however. I have done a domain scan to import all of my workstations which appears fine. Now I'm attempting to import a list of assets and assign them to workstations during the import. I have a field called 'assigned' that has the workstation's name in it, however after the import the assets show as unassigned. Is this feature functional? Is there some way I need to format
Many Questions
I have many question about my ServiceDesk implementation in my office (1). I wish to do CLONING my servicedesk server, so i will have 2 server with same condition. For this proses, what files and folders must be copied to cloning server...? (2). I have tried using Automating ServiceDesk Plus DB backups but it does not walk fluently. By this formula : cd c:\adventnet\me\servicedesk\bin sd_service.bat -p /* to stop ServiceDesk Plus service*/ backupdb.bat wait 5 sd_service.bat -t /* to start ServiceDesk
Cannot Change Requester
Hi all, If I attempt to edit a request and change the requester, no error message is displayed however the change does not take. The ticket history shows the change, but the original requester remains. There are times where we receive a request on behalf of another person, so we need to change the request to reflect the proper user. Is this a bug? Thanks, Endaar
No responce from SD+ when asigning a task to a technitian
Hi i am having problems when i assign a task to a technitian, when i select a tech and click asign nothing happens. i also have problems closing requests and adding requests however somtimes when i or some one is adding a request it creates multiple requests. thanx in advance for your help
Email Loop...
We have the helpdesk configured to notify requestors when a request is created. I ran into a problem today when I replied to a request and mistyped an email address. NDR's are sent from our mail server from a fake address (postmaster@x.com where x.com has been substitued for our real domain). When the helpdesk received the NDR, it in turn created a ticket and sent a notification email as expected. The problem is that since the postmaster@x.com is not valid, another NDR was sent creating another ticket
Attaching and asset to a request
I am evaluating this product. We currently have a helpdesk application. This so far seems to be much better, but we have a lot of assets that are not network scannable. when we have to open a request for service on these assets, we are unable to attach the asset to this request. I have looked through the forums and there have been responses that this will be included in the future updates. This is great, because this will pretty much solve any of our concerns that are holding us from making the change.
Attachments to tickets
When we edit a ticket, we are unable to attach files. We can browse and find the file, but clicking on the attach button does nothing.
ServiceDesk Plus in Italian
Hi, when it will be available SDplus in Italian? I have acquired the software and I would want to have the helpdesk part with the interface in Italian. Best regards
List of assets by owner
Hello, How can I get a list of assets that are assigned to a specific owner. This is useful for our school so we can see what technology items each teacher has in their classroom. Thanks, Russ
Crystal Reporting
Hi there, I am using Crystal Reports XI and the latest version of SD+. The problem i am having is that I can see the workorder table but when i look at the values under workkorderid the data does not match the ticket numbers in the actual calls. Where can i find the actual call reference numbers in the database so i can report on them. Regards Carl PS: i have also read all the crystal topics in this forum.
Report by Queue
Is there a report that will list tickets by queue? I don't see it in the reporting section and queue is not an available option in the custom reports.
Adding Second Technician Not Allowed?
I am unable to add a second tech to the two tech version. The Local Authentication "Administrator" account is still there. I need to remove that and add another person. How do I do so? - Ken
Configure notifications on a per requester basis
We would like to enable notifications on a per user basis to allow our end users the option to recieve email updates when their case has changed or decline the email updates and check the web console to retrieve updates. We would also like the option to hide the My Details tab as this information needs to be updated in Active Directory in addition to SD. Please let us know if this is on the road map Thank you Trevor
Script Error
Line:8877 Char:1 Code:0 Error:Object expected URL:http://support.neirelocation.com:8080/WOListView.do
Empty Page after searching a requestnumber in search field
Hello, after this weekend when i�m searching for a request via requestnumber (enter in search field) i get a empty page. Any ideas ? Thanks in advance Andreas
Queues within ServiceDesk
We want to be able to change the queuing system so that when a ticket is assigned to a specific queue (e.g. technical queue), it should then disappear out of the unassigned queue. This would be extremely useful if there is some way we could do this. Neil
WAN Scanning
Anyone having success scanning workstations across a WAN link? Using a domain scan to scan workgroup workstations, I see nothing scans successfully. Also on the SD+ server I am getting "TCP/IP has reached the security limit imposed on the concurrent TCP connect attempts." in the system error log.
active directory users and domain with .local ext
We have servicedesk+ tied into our AD to pull user accounts and for authentication. our domain is setup like domainname.local (this is what mircosoft suggested) so when servicedesk+ downloads the AD accounts it creates their email as username@domainname.local, which isnt valid. the valid is username@domainname.com. how can we have SD+ correct that issue? thanks NF
Going live :)
Going live with the system on Monday 05/06 after 4 months of running the helpdesk app internally within the IT department. Looking forward to the results.... :)
Removing "Remember Me" until SSL is established
Is there a way to remove the "Remember Me" option formthe login page so that the passwords are not saved in cookies. I know it means additional logins for requestors but most of mine use email anyway and it would eliminate the unencrypted passwords in cookies. Thanks
Business Rules: do they work?
I created 3 business rules to Assign to Technician, Assign Priority, & to Assign to a Category based on 3 different acronyms defined in the Description field. I have received several requests already & it appears the Business Rules do not work. Am I missing something or is anyone else having issues with this?
Bug in the SD forums
It's odd that I'm submitting a bug report about this forum, but there's not anchored announcements regarding the current release and the like that usually appear at the top of this forum. :-) Justin
Monitors don't report until they are tested
I have an issue with many monitor where they don't report until I go into the edit screen of the monitor and click test, the monitor is sucessful and then reports okay. This even happens with some monitors of the same category on the same device, some work straight away, others have to be tested first. Is there anything in particular that is causing this?
change def. values of requestor detail on new request form
How do i change the default values of requestor details on the new request form.
Logging calls to an asset
Hi There, While registering a request i would like to log calls towards assets. For example if the network printer or a switch or server or any other hardware not classified as workstation is giving a problem I cannot attach the asset to the request. Is it possiblet to do this if yes pls guide how it can be achieved. Regards Shiraj Kasmani
Potential issue with SD5 with service pack 10
We have just updated our ServiceDesk implementation from 5.04 to 5.10 and we have noticed a few problems which I just wanted to share with people. Firstly, we had scanned a number of new workstations just prior to the upgrade and these have now gone missing. In addition, when logging a new request, there appears to be a new feature which allows you to select a requester from a list which appears when you type the first few letters of a requester name. If you select the user from this list, their
Bug report - Print Preview of PO's doesn't show status
We need to have the status (Open, Closed, etc) visible on the Print Preview of PO's. It shows up in the display screen, but when you click the Printe Preview screen, the status is conspicuously absent. Justin
Bug causes blue box after adding time entry
I'm enclosing a screen shot of a ticket view that occurred after one of our techs added a time entry. It embedded some code that caused the screen to insert a giant blue box where the ticket details usually go, and then shifted many of the ticket details to the right (almost like an HTML table). He tried refreshing the screen to see if it would go away, and also got out of the ticket and got back in again. It still persisted. He closed his browser and looked at the request again to see if it was
Schedule Requester import from AD
Hi all! Is there a way to schedule requesters import from Active Directory automatically. Using a command line or something like that? I did not find this on Admin module. Best regards, Fernando Possebon
Problem with userid
Hi There, We are in the evaluation phase and we are facing an issue with data accuracy. We have one user for whom if we assign a workstation or a request his name does not show up in the list. see the image attached. however if we go in the workstation or request his name appears Pls help ASAP
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