Problems with internation (danish) charcters in emails
Hi y'all, On another note: How's the forecast on solving the issues with internal characters in emails, etc.? We are still suffering from very odd-looking emails when typing danish characters in our email-templates, and our budget has been totally blown away by expenses to creative writers to overcome using danish characters in the mail ;) No, seriously, is there an ETA on the solution for this problem? Best regards, Novaree/Casper Helenius, Denmark
Scan New PC: still scanning using old IP address
I scanned one DHCP laptop earlier, then now it has another IP DHCP address since the location has been changed. Now I am trying to scan another laptop which happen to have same DHCP IP address which the other laptop used to be assigned. When I try to scan this new computer with hostname, it still pulls up the other laptop which currently has another IP. When I updated the laptop's IP at new location, I get an error message when I try to scan the new laptop: FAILURE :One of the attribute of the Workstation
Limit on AD OU enumeration in Service Desk?
When trying to test Service Desk 5008, and attempting to add Requestors from AD, we do not see all of our OUs. Is there a limitation and/or a way to increase the number of OUs that can be enumerated? JayM
SSL for email
We need SSL for pop. Our requesters are responding to the emails from service desk, but since service desk cannot check an SSL email account, we do not get message threading, and conversations, etc. We need an option like the one in the attachment.
request
Would it be possible to have a filter setup to allow techincians to be able to view another technicians call queue? something next to the current filter drop for pending requests etc.... would be good. thanks PEter
SD reporting
I have been playing around with the Service Desk reports and have tried to create a few custom ones, but I cannot see an option to group them into priority, level, etc... the options are very limited! Am i missing something or are these going to be improved in next release? thanks Peter
No email notifications
Intermittently SD does NOT email notifications when a new request is placed.
Serivces that this uses?
I'm looking to have ServiceDesk start automaticlly when the machine boots back up after running backups. What services does it use or how would I go about making it start automaticlly with the machine. Windows Server 2003.
Conversation Icon / Colum
After replying to another email I just realised that the colum "Reply" in the main request page will show a reply even if there is only a system reply saying the request is opened. I use this colum and also the notes colum alot to see how jobs are going and whether technicians are putting correct data into the system. Would it be possible to keep the reply colum but change it so that the icon does not show up for system changes only when a technician replies to the requester via email, Then it would
5010 problems
I have updated to hotfix 5010 from 5007, i downloaded the hotfix, ran the update manager and did a backup as suggested. i then went through the steps to install the hotfix. Now the service desk wont startup it goes through the stages but it stops loading on Application Layer Started ........... stage. I have tried uninstalling the 5010 update and it says it is not supported. Please Help!
Improvement request - email directory in fwd of ticket
When we want to forward a ticket to someone who is a user, we can type in characters for a last name, and a little popup shows up, but it doesn't do a name lookup similar to what happens when you're submitting a ticket. A screen shot is attached. Justin
Resolution attachment missing
There is an issue where a link to an attachment is not added to the resolution tab of a request. Problem Process: I have a request, I go to the solutions tab of the request. I use it to search solutions, I add the solution to the request BUT the attachment does not follow. If I wish to, at that point, assign the request to a different technician to apply the resolution, they will have to search for the solution again to get the attachment. (Build 5008) Can you enable this in a future release? Also,
Internationalization
Greetings When SD+ will be available in Polish language ?? Regards Bart
Language Settings in 5010
I have installed the Hotfix 5010 today and it seems to have some problems with the language-settings. Since we are located in germany my SD+ switches to german automatically - after changing the settings back to english (personalize option) most of the menu-entries are shown still in german language - some of them in english. Can you please check this... thanks Florian
Updates In windows and Other Programs showing as UnLicensed
Hello there, I have been working hard on the Licencing of my products. I must say that SD+ helps me a lot in it. However, theres a big glitch. The updates provided by windows and Other products show up as licences too. And as a result it is treated a unlicensed. Is it possible, to have all Updates not showing as licences. But as Updates under the Software Installed. It becomes easy to manage that way. I am attaching screen shots to explain what i mean. I definitely don't have 1116 softwares in my
Filtering by Technician
Is it possible for an admin to see tickets for other technicians filtered in way that has only the specified technician and not all technicians?
Requester page
I want to hide My details Tab from Requester Home page. Please assist if any one know about how to remove this option or stop to requester to change their passowrd. Appreciate on assist. Regards Alnafitha
Editing the Html Pages
Can we edit the html pages of the SD+ to modify the labels on the page :?:
Workstation ID
I've a question: - When I log in with "User" credential, in Workstation ID I see only the PC and it is correct, while if I log in with "Technician" credential and i try to insert a request for another User, i see all machine and not only the requester's pc... Is it correct?
Attachments
I'm haviong problems with attachments to requests. I've tried to add them using their shortcut path (f:\data\...) but this didn't work. I've since tried full network pathway (SERVER\NETWORK\data\...) but this didn't work either. When I click on the link in the request it opens Word (as it should) but the error I'm getting is: Microsoft Office Word This file could not be found. try one or more of the following: *Check the spelling of the name of the document. *Try a different file name. (C:\...\WJNNM4LT\FPM
using servicedesk plus with operating system "xp home&q
hi there, i install servicedesk plus.after i try to open web client on my laptop "http://localhost:8080 but browser say no DNS.what should i do?i also couldn't find user manual or that kind of documents.where can i find to use servicedesk plus efficiently? thank you. Saintun
Who's online
Hi, Is there an easy way to see who's online, who's using service desk at this moment ? That would be easy to contact them when I want to update service desk. Greetz, Woef.
Requesterlist starts always with a
Hi, Since I upgraded to .10 I have workstations where the requesterlist is mal-populated in a new requestform. Even if I start typing E, the list jumps towards its beginning. But when then selected the right user, his details are correctly showed (workstation,....). On workstations where the requesterlist is correctly populated, the userdetails are not showed. This situation is not on all workstations. It seems like some database-query is not (correctly) updated at that moment. Greetz, Woef.
Active Directory Synchronization
Does Service Desk auto sync with AD? Or do I have to do an import each time a new user is added to AD? Scott
Unable to change asset type once a new asset is created
I'm not sure if this is intentional but once you have created a new asset you cannot change it's type. You have to delete the asset and then recreate it using the correct asset type.
Email templates for SLA
Was wondering if there are email templates for the SLA's that we can change and if not, could it put into the roadmap since all other emails have customizable templates. If it's possible to have a different email for each violation the email that I receive only has the details below and does not tell you if it's a level 1 2 or 3 violation Request ID : Date Created : DueBy Time : Title : Status : Priority : Mode : Level : Category : Requester : Requester Mobile Number : Requester Department If it
Custom Report to demonstrate ITs reponsiveness
We are attempting to compile a report that can be used to measure the responsiveness of our IT group. We would like to measure the following: Requester, Title, Description Time request is created The time required before the request is acknowledge by IT (initial response) The time required before the request is assigned to a technician The time before the request is closed We have the ability to use Crystal Reports, but need some assistance in identifying the tables. Has anyone constructed a report
Crystal Reports and Formatting the Date/Time Field
Hello - Does anyone know ow to correctly format the date/time fields in Service Desk? All I want to see is the format of DDMMYY HH:MM - the date/time fields are very confusing in the service desk database. Thanks Peter
What is the tool used to examine database structures?
A few months ago, someone mentioned a tool that could be used to explore a database and understand the internal data structure. Does anybody remember what it's called? Justin
Problem with Time Spent Reports
Hello, When I run a time spent report, say for the current month, then select a technician it will switch to that technician, but switch back after I try to display all the incidents. It would be great to have that fixed and better yet, have the report subtotal by technician. Basically I want to see what hours were logged by a technician for a given time period, I can't since it keeps swapping back to view all. Without this option I can only see the total numbers completed by a technician and I want
I can't import users from Actice Directory OU
I have Service Desk Plus Version: 5.0.0 Build Number: 5010 but I can't import users from Active Directory OUs. I can see them (but not all OUs of my Windows 2003 AD), and I also can choose them. Import Wizard connect with the AD but can't import the users (failed records). What can we Do. The Machine import from AD was no problem!
error connecting from web
hi i get thhis error when i trying to connect from the web : Error in downloading client files from BE thanks guy
Still problem with custom reports
I have Crystal 9 and the my sql odbc driver - as per the Cyrstal report integration document. I can connect but cannotsee any tables. Use Root user with no password Any help PLEASE!!!!!
Crystal Reports XI Std Edition
Hi I have just brought Crystal Reports XI standard edition so I can produce some reports. I am using the odbc mySQL driver, but Crystal is reporting that this type of connection is not possible with the Std edition. Have I brought the wrong version?
Quick Assign to Queue
Hello, Is it possible to add the following feature : I'd like to have on top of the "Requests" page, near the "Assign to : -- Select technician", a list of queue (exactly like the technician one), in order to assign request faster to the appropriate Queue. Could I do it myself ? Thanks for you reply !
Global Tickets
IE: You lose your T1 :-(, no email, no internet, and no IM. (AKA end-user hell) Phones are ringing off the hook with multiple symptoms, but one global cause. Can I create one Global ticket and as calls come in associate them to that Global ticket, so (this is the sweet part) when I close the Global ticket all associated tickets are closed as well with the same resolution. p.s. And all your bass belong to us
Need to login every time
Hi, I have just installed the 30days trial version on to our system. It is working fine with the webclient on the server system. But when I login from a client machine and click on any buttom I have to login again. Even when I click on "remember Password". I would be pleased if I get an informationm to solve that problem and to test the programm. Thanks
Queues Admin
I am not able to see the Choose button next to my populated Notify to field when i edit one of my Queues.
Cannot scan Workstation with Windows Domain Scan
Dear All I'm using SD Trial Version : 5.0.0 Build Number : 5003. Installed in Server with O/S RH Linux AS Ver.3 For Domain Controller / Domain, I'm using a Server with O/S Windows 2003 Server, in this case the network firewall is not active / No Firewall. (1) In the Asset Management - Windows Domain Scan menu, When i'm trying to scan a workstation with Windows Domain Scan emerge a message error like : FAILURE :Domain scanning cannot be performed in non-windows OS. What's it solution....? Notes :
Mail errors
Hello, I believe after upgrading to build 5009, there are issues with email notifications. SD+ is no longer sending the notifications that I had setup. When I go to check the mail settings under Admin-->Mail Settings-->Incoming I receive the folloing message: "Please create a separate mail account and alias the mailid to this account. AdventNet ManageEngine ServiceDesk Plus deletes the email from the account after fetching." What has changed now?? And how do I go about fixing this issue?? Thanks.[/img]
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