Enhancement: Split requests
I've found that I can split requests from a mail conversation. However, I've failed to see how to do this from the original request. I reqeuster sends a mail containing several different requests - how do I split this into multiple requests?
Where can I customize SLA violation e-mail ?
Hi, I'm setting up SLA and I need to customize the notification sent ... I don't see it in "Notification Rules" ? Do I need another coffee or it's missing ? Thanks,
Display bug in PO process.
In the Organizational Details page, I do not have enough room to put a full 1st line of an address. It will hold a number and a few more characters. The next line will hold a lot. But when you look at a purchase order, there's a comma that shows up between the number and the street name (the comma being between the 1st and 2nd line. I'm being hustled out of the building to secure it... gotta run. Hope that's enough details. Justin
Expired Contracts
How does SD handle expired contracts - are they kept on the system indefinitely or are they removed?
Feature request: Additional "home page" section fo
We're wondering if you can add a custom area (viewable only by techs) that sits above or below the announcement bar on the "home page" (or to the side of tickets being worked on) that has a number of "common" HTML links that techs would want to have handy. (say, to a UPS shipping tool, a web tool to check account information, request a tape pickup/dropoff, etc) Justin
No entry made for forwarded emails
One of our techs notified me that when she forwards mail to someone from within SD+, there is not record made of the forward, nor any notes. Even when she cc's the account for which our email is pulled from. Can this be fixed? We need to be able to show a reference to all conversations made from within the software. I'm a little torn as to whether this should include attachments since they're already in the system, but I suppose that a text reference to the name of the files having been forwarded
Possible bug in subject line parsing for ticket #'s?
Due to a transition issue hitting us when moving to an old ticketing system to SD+, we're having to open tickets in the old system, but include information for reference in SD+. This ends up creating subject lines that look like this: ##1234## - 45678 Issue with software FOO This is forwarded or replied to from within SD+, and our incoming mailbox is included in the list of addresses to receive this. It ends up coming into the incoming mailbox and creates a NEW ticket (not 1234). This leads me to
CC'ed parties not seen in SD+ until conversations appear
We've noticed that if our service desk software receives an email-based ticket, which was cc'ed to other parties, we are unable to see these other parties until a subsequent conversation is recorded, and then they're seen. Is there a way to include a reference to those who are cc'ed?
Can SKU or Catalog # be included in purchase order info?
For items that are regularly purchased (consumables, systems built a certain way, etc), we'd like to be able to have a SKU# or catalog # be included for purchasing selection. Can we have this included? Thanks, Justin
multi-line box size customization
Hi, I added some multi-line field under "Request Additional Field". THe box was too small for viewing or editing. Can we increase the box size larger for ease of reading and editing. Thanks Vic Koh
Image in text body
In "Solutions" I can't seem to be able to insert an image in the text body of a solution. I tried the standard syntax (example: <IMG src="http://mg-temp:8080/images/_capturi/Microcat02.jpg">) but it just displays the text. Attachements doesn't do what I want, I need the image to be in with the text.
Crystal Reports Help
I'm trying to setup a report in Crystal (version 11) to show all closed calls for the last week. The report needs to display who the call was assigned to, the requestor, the notes and the resolution. Do any of you Crystal guru's have something similar you wouldn't mind sharing with me? I'm struggling with this and it's been several years since I've used Crystal so the knowledge is coming back slowly and I learn much better by seeing examples. I'd really appreciate any help any of you can provide.
Database Schema required to fetch Hadware Configuration
Hi I required Table details to fetch all Hardware configuration details (from scanned workstation) in excel. Basic details I required to fetch are Workstation Name,Service Tag, IP, DHCP, DNS,Gateway, Workstation Make, Model, CPU, CPU Speed, Hard Disk Type, Hard Disk Serial No, Harddisk capacity, Ram, Free Ram Slot, Network Card, Monitor, Monitor Sr No, Sound Card, KeyBoard, Mouse, Printer, User, Department Which tables I need select & on which keys I need to join them to fetch out data Regards T.
Need a report of Asset on department wise
Is it possible to get a report of assets for the departments it has been assigned to
Computers can't be scanned (found)
Hi, We have the following problem. When we want to scan an sub-domain that is attached to our main domain Service Desk is not able to ping the computers that are configured in that sub domain. It is missing the full DNS name (computer.sub.domain.com). Is there any possibility to at the full domain name in SD? regards, Marc
MSSQL Support in ServiceDesk Plus
Hi, I have been playing around with ServiceDesk and there is only one thing that bothers me, no MSSQL support, are you still planning on supporting it? Thanks, Shmaya
Embedded Images/Attachments & Reply to Requester Default
Hi there, I recently upgraded our ServiceDesk Plus to service pack 3. While I am generally happy with the product there are a few little things I would like to fix up. When a customer sends an email to the helpdesk with an attachment (usually a .BMP graphic) it doesn't show up in the call, and instead I have to right click it, save it to desktop and open it there. Is there a way to fix this? Also, when I reply to an email within ServiceDesk, is there a way I can default the email to Plain Text and
Corruption in PO process
I was giving a demo of what is capable in the PO portion of the software (we REALLY need those improvements I requested!!!!) During the course of the demo, I spawned a new window to add info on a new purchase order (I'm working on two of them at one time now). I tried to finish some of the later steps in the first PO, and it was obvious that the two windows' data affected the other. I couldn't see the stuff I had entered into the earlier steps in PO #1, and moving back and forth using the back and
wich tables are using for display the list of assets.
I want to know wich tables are using for display the list of assets for connect an other application on these tables. Thank you for your answer
Error Severe
Hi, i have a problem in install Service Desk pluse . Help me, please! Chin OffNik D:\AdventNet\ME\ServiceDesk>(.\jre\bin\unpack200 -J-mx200M -r "D:\AdventNet\ME\ServiceDesk\server\default\lib\jpl-util.pack.gz" "server\default\lib\jpl-util.jar" ) Error: Could not open input file: D:\AdventNet\ME\ServiceDesk\server\default\lib\jpl-util.pack.gz D:\AdventNet\ME\ServiceDesk>(.\jre\bin\unpack200 -J-mx200M -r "D:\AdventNet\ME\ServiceDesk\server\default\lib\log4j.pack.gz" "server\default\lib\log4j.jar" )
Reply to requester - customization
IS there a way to customize the email template that you send to users when you click on "Reply to Requester" I want to put certain information in each email regardless of who it goes to I can see you can customise the email templates for purchase orders and contracts but nothing in there for requests
Need for report : calls per week and per category
Hi, I need to extract a report showing the number of call per week and per category (or per department). Simple but I was not able to. Does anybody know how to do it? As I was not able I tried to retrieve the data in Excel, using a mysql ODBC link. "Little" issue: dates are defined as longint.... The easiest would be to extract all the calls in a CSV file and not a PDF as now. Then in Excel, everything is possible. Do you have a way to achieve this (CSV export) quickly? Thanks, CEL
assigning req to category via mail
How to auto assign requests sent via mail to particular category or technician ? Regards. -- Piotr
how to assign request to asset ?
how to assign request to asset ? -- Piotr
Bug found with Start/Stop Timer
Version I am using is build 5009 Build the following business rule: When a new request arrives: Mode is "Email" or "Web Form" Actions set: Change Status to "Pending" Steps to reproduce: 1. Email request to Service Desk. 2. SD+ will create work order and based on business rule will change the status to "Pending". 3. Pick up ticket as a technician. 4. View details of ticket 5. Click the "Start Timer" link, enter a reason, and click "Add". 6. Notice that the status does not change from "Pending" to
Can't restore my database from earlier version! Urgent!
I was trying to install from 5.01-5.10 and everything seemed to go OK! But the servicedesk service wouldn;t start. Seems a common problem. Anyway I uninstalled and reinstalled a clean 5.10 which runs OK. But now when I go to restore it says it can't restore this version? Man I getting annoyed. I love this proudct but it has its querks. Please help. Cheers Damien
Fields in Inventory Display
Hello, I'm new to ServiceDesk Plus, I'm evaluating it for my company's network. What I would need is a way to customize the main inventory view for workstations. For example the columns Models, Domain or Service Tag display info that is not useful to me. I would be interested in columns showing Cpu Type, RAM or HDD Model. I am aware of the "Workstations - Additional Fields" section, but I don't know how (or if it's even possible) to link new fields to WMI queries results obtained when during Domain
Pulling number of licenses for software out of the database.
Hi, I'm currently writing an SQL script to pull the following information out of the database: Name of installed software, Workstation the software is installed on, first name of the user associated with the workstation, number of copies of the software, number of licenses owned for the software. I've managed to find the first three values in the database and construct an sql statement that pull them out. My problem is I can't find which table the number of licenses and installed copies of the software.
Links in solutions
We would like to have a storage directory so that we can put files in there for download by our users. We found this as built in functionality. Is there a way to do it?
Custom Report - NullPointerException
When we try to create a cusom report for say workstations and model if we DO NOT apply any sorting the report runs fine but if we try to sort the report we end up with HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Cannot Scan computers!
I am trying to do a domain scan on some of the new machines we have, and it keeps failing! Every time. I cannot for the life of me work out why. It kicks up this message: FAILURE : //TSOL/th20406 : Either access denied for the user or the remote DCOM option might be disabled in the workstation. or one about telnet not being accessible. Windows Firewall is off, I don't know why it wont scan. Please help. Cheers Dunk
How do i change an asset to a workstation
How do i change an asset to a workstation as some of my assets are mac laptops bought in by cvs. Thanks Barb
Print Asset Information
Is there a function to print an asset? Similar to that employed to print a Purchase Order? It would be great to be able to print these to include with Assets provided on loan.
CSV import not working consistently and improvement suggesti
I'm trying to import a few users from a CSV file that was extracted from AD with the following command (which I believe is part of the W2K resource kit): csvde.exe -r "objectClass=user" -f output.csv I edited down the output file to hold only two lines, containing two test accounts I want to import in. I mapped nearly every field to an input field, with the exception of the password and employee ID fields. But the import is not working consistently. In my test case, I had only two lines, and I'd
Import from AD, computer scanning
Hello. First of all I would like to say you Thanks for this really great software. I've never seen something like that. I have 3 questions. 1. AD Authentication is enabled successfuly. In the Import Users from AD Wizard Organization Units are displayed. But the import of users from AD fails. There are no log entries according this error. What is the problem? 2. Only local machine is scanned successfuly. The others fail with the following errors: Connection to RPC server in the workstation failed.
Changing MySQL root Password
Dear All, I want to change the password for root user for SD+ MySQL database (since it could be treated as a security hole). I already have done it successfully using phpMyAdmin. The problem is, what should I do with the SD+ MySQL datasource configuration file (mysql-ds.xml). I have tried to change the password attribute value to the new one. But I found a failure when starting up the ServiceDesk Plus server. Need your support soon. Thanks.
Java.exe 99% CPU after upgrade to 5007
Good Day, We just upgraded to 5007. We are still in the process of rolling out and only have 3 people entering tasks, yet java.exe is taking 99% of the cpu and slowing down servicedesk to a crawl. This seems to happen when we run goto view all requests. After this, the server barely works untill we stop the service and restart. We have maybe 150 tasks total.
re-scanning workstations fails
Running SD+ off an XP macine. Have finally sorted my firewall to allow me to network scan or individually scan for a workstation. However, once i've found an XP SP2 machine, if i try to rescan it (even immediatley after discovering it) it fails with the error 'access denied for the user or remote DCOM is disabled. I used to get this message all the time, but changed settings to allow SD+ to scan machines, but it'll only scan each one once?
Wish List
Some of the things I would like to see in SD+ Contracts Ability to Sort on Name, vendor and Dates Show more than 500 items, maybe All Remember the number of items selected when moving between screens Ability to amend, add/remove attachment Assets Ability to sort on Name, Product, Allocation and Owner Show more than 200 items, maybe All Remember the number of items selected when moving between screens Requests Rember the last filter entered when exiting. Select My Open and Unassigned and when I exit
Accessing Inventory Software Section?
Hi All, I am evaluating this software and I like it alot. However, I can't seem to find a link to access the "Inventory > Software" section anywhere. The only way I can access the Software Inventory section is to open up a workstation, click on the SOFTWARE tab, then click on an application, and then backtrack by clicking the link to Software on "Inventory > Software". Is there an easier way to manage software or get to this section? Thank you, Ken
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