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.
How to handle the inventory of multi-company
HI, If we use one SD+ to handle the hardware/software inventory of multi-company or multi-site, and keep the record separate to location and then down to dept. Please advice us how to handle is better? I finding only by Dept, User and Workstation. Many thx! Alan
Issue with AD authentication
When I log into service desk with AD credentials to create a ticket, I cannot find the method to set the logged in user as default requester. It is blank I created a new requester, testuser, with a local authenitcanon and that name shows up in the requester name field when I log in as testuser. Am I missing something? I want the requester name to default to the logged in user.
Creating Report to list computers with CPU and RAM
Hi I am trying to run a report to see what CPU and RAM each workstation has got but couldn't find this in standard reports not in Custom reports. Has anyone done this? If so, I'll be very interested in how the report is created. Many Thanks Lee
Service Desk Plus Report
Hi I would like to find out if it's at all possible to run a report to give me the cpu type and ram on all computers in my asset register. I've tried using custom reports but found it couldn't do this. Any ideas from anyone? Many Thanks
Different Solutions
Hi! Is it possible to have different solution for different department so that tex dep 1 don't see dep 2 solutions and so on ... Or if you can specify solution by queue ... In our organization we have two departments that share one solution. Thanks!
ServiceDesk Plus not allowing .png attachments to be seen
We've got a "panic button" application that you push, and a screenshot is captured and sent to our help desk. It attaches a .png graphic file, but it's not being seen at all (nor seen as an attachment either) in SD+ Any suggestions? Justin
Active Directory Creates a User Twice???
Hi All, I have installed ServiceDesk Plus 5. I have successfully setup email communications with an IMAP account. Now that that is working. I emailed a request into the server. I then received an email from the server telling me the ticket was generated and a ticket number was assigned. A link to the ticket is included. GREAT!!! Then you click the link, or log in. There is NO ticket under the user account. When logging in as ADMINISTRATOR, the ticket shows as UNASSIGNED properly. When looking at
Notification Rules error
Hi, We encounter following error in the "Notification Rules" under "Admin". Please help type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: No rows found for the table GlobalConfig in this DataObject org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
Fonts problem after AD scan
Greetings Small problem appeared today. After AD scan in sd+build 5010 all Polish characters in users and technicians names are replaced by symbols and numbers (in earlier version everything was fine). regards Bart
Scheduled scans cuasing conflict in Backup Exec jobs
Environment: Service Desk + running on Win2K server Helpdesk Backup Exec running on Win2K DC TOWNDC, nightly job runs at 10:00pm. Scheduled domain scan runs weekly at 6:00pm on Mondays PROBLEM: Backup jobs always fail on Monday evening, requiring TOWNDC to be rebooted before backups can be successfully performed. Backups then run successfully until the following Monday, etc, etc... Is the Domain Scan locking the WMI database? and not releasing it? How can we test this? All help appreciated! Thanks-
How does SD+ detects if an incoming mail should be appended?
Hello, Everything is in the title ... How does SD+ detects if an incoming mail should be appended? I'm having problems with mails not being appended when they should. Is that because I changed the "Subjects" of automatic replies ? (I use : Re: [SD#$RequestId] $Title) Thanks
Requests by mode report.
Is it possible to create reports on requests broken down to the different modes? In my setup of SD+ I have -in addition to the default modes (e-mail, web form, telephone), added "In Person" with the description "Tap on the shoulder". I guess all IT-workers know what I am talking about here. Also, it would be interesting to get reports on request mode by requester. I.e.: "Bob keeps tapping me on the shoulder in stead of using the web form." This way the user education would be easier to direct towards
report with solution
Hi Is there a way to make a report of the Requests and put also the solution on the report ? Thks a lot. Geert
Active Directory Authentication
I have imported users from AD but when i hit the button enable the AD authentication it gives me the follow error: "Could not enable Active Directory Authentication. Ensure Domain Controller is configured for atleast one of the Public Domains." What i can do to solve it?
Mail Server Settings
Hello, when i try to set the incomaing mail server settings i receive the following error when i click save: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox I checked my configuration over and all the settings are correct. did anyone else run across this problem? thanks Al
Internationalization Russian
When SD+ will be available in Russian language? Maybe, we will help with translation. This way, it is possible to speed up it?
SD+ data migration win->linux
Hello, I need to migrate SD+ from windows do linux. Simple backUpData.bat -> restoreData.sh dosn't work. I suppouse that restoreData.sh does sth more than restoring data After this procedure SD shows white page. Does anyone know proper procedure ? Piotr
Assets warranty expiry date
Hi, I am testing the software at the moment and would like some more information before going ahead to buy it. I cannot find the asset warranty expiry date in any forms, but when i import a csv file for the assets, i can see a warranty expiry date. Where should i can go to see this field? Is there any other way to see when an asset reach its warranty expiry date, i cannot generate a report that shows that information. How will i know when an asset is not covered anymore by warranty? Many thanks,
Ignore Out of Office AutoReplies
Just came across a major annoyance today. Close a ticket, system notifies user who is out of the office with autoreplies turned on. Autoreply opens ticket. Have to disable notifications, close ticket then re-enable notifications in order to actually close this ticket.
business rules
is there a way to configure SDP to NOT fetch a certain email, I tried to define a business rule but that did not work.
Another enhancement request
While viewing all assets or in the asset screen I would like to be able to filter the view by "Product Type". That way I can list all printers or all servers or all Software.
SD+ suggestions
Suggestions for ServiceDesk Plus Description -departmental sorting -more details on location and search by location -Workstation should be consider an asset and be linked to the users. Therefore you can see what all the items the user owns. -if new information is being updated on requesters detail it does update the requesters information on the open ticket. -On Quick Create Request, ability to seach directly for someone by their last name without having to put an asterick in. -When a requester makes
truncate email at --
It would be great if the email import truncated emails at -- so as to get rid of excessive email footers.
reporting and table info
Hello - does anyone know where additional fields for new requests are stored? I have looked in the workorder_fields table as thought they would be in there, but there is no data at all. I am also looking for the department details for requesters, but cannot locate that either.. thanks PEter
Keep Request but Hide if from all Stats
I wonder if it's possible to Close a request and move it to an area/queue so that it doesn't pick up in ANY stats and doesn't show up anyway BUT is still viewable by technitions. Our ICTSupport email account is used for more things than just Helpdesk requests. This means that we often get Information Emails (From Dell Technical Support) or Printer Warning Emails which we'd like to file away, but not be counted in the Helpdesk Stats. Is this possible?
User request, technician and manager
hi.... i m new to Service Desk Plus. I've recently started exploring it. I once read somewhere on this website that IT dept manager can view how many requests have been assigned and to which technician i.e. he is able to get a global view of all the requests that have been either been forwarded to technicians or are yet to be assigned. i just don't get how this is done in help desk. Do i need to assign the role of administrator to the manager? Secondly, if there are two managers and both are interested
Enhancement request
Would like the ability to track maintenance for an asset. For example today I had 14 printers serviced but still need to keep the details in a paper binder. It would be very helpful If in the asset screen there was another tab that logged performed maintenance.
Custom field data lost across a different tab entry save
I had a custom asset field Purchase Order Intangibles under the Text tab with a picklist showing contract and service as my entries. I selected other entry types under that Text tab (single and multi-line), but then picked a different tab to go over to the date-formatted fields. I created one there, and hit save. It erased my data seen in the Text tab. The issue is that the SAVE button would imply that it would save what's seen on your screen, not the stuff seen under a different tab as well. Hope
software and hardware details after a domain scanning
Hi, After running a domain scan, some work stations are not populated with workstation, software and hardware details. The error below is displayed after the scan is completed. FAILURE :Connection to RPC server in the workstation failed. Any ideas why this is happening? Thanks.
ServiceDesk Linux auto start-up at boot time
How do I configure so that SD start up automatically at Boot time? Thanks in advance.
Can minimum requirements be enforced on closed tickets?
I noticed a number of tickets that have been closed without showing them having been assigned to anybody. Is it possible to require that an assignment be set when a ticket is closed? I'd like proper credit to be given to someone, which helps us to track work completed. As it stands now, I have to review the history to see who did what. Justin
Bug found in request selections spanning refresh
A technician reported some issues with tickets he had closed (spam coming in, unfiltered automated monitoring messages). So I set my selection filter to Closed Requests, was reviewing was he was complaining about and had several tickets selected for a mass deletion. My screen refreshed (it's set to 1 minute intervals) and while the check marks were still there, they were offset by 1, covering legitimate tickets now. Yikes! I almost deleted references to real tickets that were closed. I just checked
Extra http://____ before link in $RequestLink
What's causing the extra http://tasc/ in the link that is supposed to be $RequestLink? We've tried unlinking the text in the notifications, and there doesn't seem to be a lot of rhyme or reason as to why it's showing up... Justin
Reports
i can't get the "Reports" tab to appear for all technicians. what do i need to do to make this tab appear?
list of asset
i want to know wicht table used for editing the list of assets and export it on excel for an other program. Thank you.
Improvement Request - Logging Time Spent entries
We have a need to log the time spent on a ticket. But there's a couple of variations: 1. Time between when the ticket is picked up and closed. This may not be realistic to track, especially if it's going to count during lunch breaks, etc. 2. Time determined by a technician to be working on the problem. We have a need to make sure that technicians don't 'after-the-fact' pad their times. I like the fact that the time entries can be put in, but it should be a cumulative log, with an appropriate log
Notification Rules Enhancement Request/Suggestion
The notification rules you've provided are most everything we'd want but it occurred to me that you could build it with substantially more flexibility without much difficulty. Being unable to notify a requestor on assignment though able to notify technicians is what made me think of this. Rather than having a separate line for each notification event/notifyee, list out the major notification events and allow the admins to configure multiple notifyees that get a message on that event. You could then
Requestor details
I have just noticed that whenever a requestor's details are selected when creating a new call, the telephone number does not come through, even though one is present in AD. This never used to do this! thanks PEter
One scan and done? Why?
I have been having a problem as of late with scanning computers in our company. When i initially set up the computer that is not in SD+ and do a new scan for it on the domain, it always picks it up and records everything about it. But for some reason after it scans the first time, it never scans again and comes up with the error: FAILURE : No response received from workstation. Probably the workstation might be switched off or does not exist. Even tho the workstation is sitting right on my desk with
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