What is the purpose of this menu? And a Bug
When going to HOME, and the tab is set to "Global View", not "My View", I see in the column titled Open, with the number of tickets I have assigned to me. When I select that ticket (there's only one during my testing so far), I get brought to a screen that shows a filter set to "Open Requests", and showing 0 of 0, even though I had 1 open ticket on the previous screen. Furthermore, I see a number of empty boxes under the various column titles, with what appears to be a bug with some of the boxes
Connection to RPC.............
Hi, I am using the license service desk plus and i am wondering until now it din't run properly as it is expected. we just try to scan one work station, we followed the instruction in the manual, we disabled the firewall which is i am not supposed to do. but still it cannot be scan by the service desk plus. any help? ==================================================== Oswaldo D. Tabien NATSD/Information Technology Coordination Staff NATIONAL ECONOMIC AND DEVELOPMENT AUTHORITY Tel: (632) 631.37.01
Items not yet available
I have been reading through some old postings and have noted below a few items that have been promised in the next release, that have not been included. Could you please give timescales for implementation. AD logon for Technicians Enter Resolution & close call in one click rather than multiple Link requester ad fields to call screen mandatory fields when logging calls thanks Pete
Service Desk Startup
Ever since I upgrade our system to the latest service pack last week, I have to manually start up servicedesk when the server is rebooted? ANy ideas as to how I can get this to be automated again? I know i could put it into the startup folder, but that would reply on a profile being loaded. Am running on a windows 2003 svr. thanks PEte
Different "search engine" abilities users vs. admi
I tested out the search capability quite thoroughly as a "user" (not a tech) and came down to some basic rules: single word search - works fine, but is case sensitive. multiple word search - gets all solutions having either of the words (OR function) "quoted multiple words" - gets all solutions having the exact phrase - (didn't check for case-sensitivity, but assume it's there). As an admin, I tried doing searches through the requests. single word search - works fine, case sensitive (same as above)
Remote PC's in Active Directory: Can they be added to Invent
hi, Quick question - when performing a domain scan the laptops and remote PC in the active directory folder are seen but only the one or two which are currently connected to the network get scanned. - As a result, the rest are not added to the inventory. Is there any way to pull them into the inventory list, even if I cannot do a scan of them?? Thanks, Paul
Reporting by Workstation
Hi, Is there any way to generate a report of the number of requests by workstation? I'd like to be able to see which of our machines are getting the most attention. This doesn't seem possible with the built-in reporting functions, yet is a pretty basic report in my opinion. Thanks, Endaar
Reporting time spent on requests, etc.
One of our needs is to be able to report the time spent on requests (and longer term work - such as rolling out software - which we will enter as a request): Obviously, since there is a way of entering time spent, I assumed there would be a way to print out the information or get it on screen. Am I missing something? Thanks again, Paul
30-Day Trial -- AD Import Help needed
I am checking out the 30 day trial to see if it's what I have been looking for, so far tis product looks great. They only problem I have had is all of the imports from AD fail. I tried to import users and got the following messages, [12:33:40:306]|[03-24-2006]|[SYSOUT]|[INFO]|[19]|: Going to Get Object : testlab| [12:33:40:306]|[03-24-2006]|[ADSMLogger]|[INFO]|[19]|: Error in Init : 80070057| [12:33:40:306]|[03-24-2006]|[ADSMLogger]|[INFO]|[19]|: Error in Getting User Object for NT Format :: 80070057
Categories
Is there a way to have the full category when creating a new call? For example I have a top level category called 'IBS Housing' and another called 'Reports'; i would like servicedesk to show IBS Housing / Reports when the call is logged rather than just saying Reports. Thanks Pete
Software Summary Report
Does anyone know a way to get the list of all the software that is installed on the user's PC before we have made them assests. I can pull up a software summary but I can't print that or export.. any thoughts ?
settings
How can I get service deks to remember user settings? for example I like it to show 100 items per page, but it always defaults back to 25. thanks Peter
Call Reference ID's
Have just noticed that the call reference ID's do not increase sequentially (excuse spelling!!)... would have thought they would!!! 1,2,3,4,5,6....etc..... would be logical.. Why don't they? Or is mine not working correctly?? cheers Pete
Build 5004 --CPU usage reached 100%
We are currently running the latest release, build 5004, when a technician selects view all request CPU utilization reaches and stays at 100% for several minutes. Making the system nearly unusable for all clients. Is anyone else encountering this issue?
help desk and custom reports
Hi, Im still having problems with reports 1.-need more categories on the help desk reports, I have eleven different categories and the reports only shows 6 and one labeled has others where all my other 5 categories get all mixed up and theres is no way on the custom reports to gene- rate a bar graphic or pay graphic 2.-the custom reports doesn't help much (see number 1) HELP HELP HELP!!!!
Leave Mail on Server - Service Desk Plus
Does anybody know a way to leave mail on the pop3 server when using the mail fetching service in Service Desk Plus ? we need our existing helpdesk email account to be checked as it has been in use for over 10 years and we are reluctant to change it for all our users. would love to know how to do this :>) regards - glen
Search displays solutions that do not contain searched term
A requestor brought to my attention that a search for the words "color" and "font" in our Solutions retrieves entries that do not actually contain these words. Is there a problem with the search feature?
HelpDesk Reports
Strange things are happening when i try and run a report from the HelpDesk, I enter a date for the report eg Last week and it comes up with usually 6/7 random days? I also select custom period (last week 13th - 17th) and it still does the same see attched image. This happened last thursday, the 5004 update and a restart of the server running Service Desk has not solved the issue
Editing P.O
When ever i edit a P.O i either get a error message or the total calculates incorrectly, loosing faith in the service desk software :cry:
My Completed Requests/My Closed Requests
When our requestors log in, their filter lists "My Completed Requests" and "My Closed Requests." Is there a difference? Thanks, Amy
custom reports
Is there a way so that if one of the technicians create a custom report that it is avalable to all other technicians I have 5 technicians and two mangers and I have created the custom reports under my ID and they are not showing up under theirs. This is a problem if I take leave and nonone else can see the reports, and a bit of a hassle if I have to go aournd to 10 people and create the reports again and again. just so they can print them out if needed
ASSETS & ASSET REPORTS
As i saw i am not the only one in the forum who is unhappy with the asset management and asset reporting (aka invertory reporting) ... ... i hope someone can help me out with this: Assets 1. right now i have 7.000 assets in the system whih i need to assign to 2.000 i need to assign to workstations and 5.000 to departments (or to a virtual user) 2. later on i would like to see how many of the different assets are assigned to this department/user/workstation (without having to count them) an option
Service Desk - Run on Windows Server 2003 Web Edition
Hi, Our Infrastructure Manager wants to know if Service Desk will run on Windows Server 2003 Web Edition as this could save us some money. Also, are there any plans to release a 64-bit version of Service desk running on Windows Server? Thanks,
Viewing Requests
Hi! Is it possible to view/see all technicians request, those how is alredy assigned to him as well as his queues request. I'm not interested in Closed requests. Thanks! /Meli
Is there a Library Function for Assets I am missing?
Hi All, I love the product, however, I can't seem to find the function I am looking for. I need to be able to "Check Out" assets to employees. I also need to "Check In" assets when they are returned. Example: A salesman is sent to a conference. They need to borrow a laptop for the trip. I check out the laptop (specify date out, expected due back date) asset. The conference is over. The salesman returns. I am handed the laptop back and then "check in" the asset in ServiceDesk. Am I being thick? Isn't
Japanese Support
Is there a plan to localize the system to Japanese ?
Questions about Eval System
Greetings, We have started playing with the Eval Edition of ServiceDesk Plus and we have come up with a batch of questions. 1. In the PO System, is there any way to use fractional quantities? We would use this for recording Labor among other things (ie. 2.5 Hours @ $115.00/Hr). 2. While receiving shipments under a given PO, can we receive partial shipments? We would need to be able to receive items as individual line items, or partial quantity of a line item. 3. Can the system accomodate adding products
Problem with New Request
Dear Everyone, Having this problem with this feature adding New Request. This is one of the problems I'm facing. When I create a new request, is it possible to populate the fields (See attachment) when i enter say ie: Asset Tag? (I have created a new field called Asset Tag) My aim is to enter a Asset Tag and information (those in red boxes) on the Asset will pop out in the New Request form. Any advise will be much appreciated. Many Thanks in advance. law
database schema - work order assigned to
Hi - I'm trying to create a custom report. I have a copy of the work order tables schema but can't find the tables/fields/joins necessary to determine who a work order is assigned to. Can you help? Thanks
Changing the status using Business Rule still not working
Build 5004 release notes mentioned that: Changing the status of a request using Business Rule was not working. Now it has been fixed. This is still not working. Please fix.
Arabic Support
Is Service Desk Puls Arabic Support :?:
Request View
Is there any way to be able add a column on the Requests view so I can see which queue they have been assigned to? Would be very handy to see quicly which calls belong to which queue. Have looked in the customise colomn area, but cannot see an option for it. thansk Pete
servicedesk error
For some reason, we got the following error in our application log. Then both SD and OpManager stopped working. Restarting servicedesk was fine, but not OpManager - we had to reboot the server and now everything is working normally. Category: wrapper ID: 100 "There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." Then another error: "There may be a configuration problem: please check the logs." it happened again then MySQL shutdown. Any ideas?
Overdue requests w/ no SLA's ?
We have removed all the default SLA's and have 1 custom created SLA for a request within a specific category. However, all requests still come up as overdue within a few hours no matter what the category is set to. How can I make it so only requests related to that one SLA is ever shown as overdue. Also, the Due By Date in all the requests is blank - so I know its not that.
Login Problem
When ever i perform any task, my service desk ask for a username/password. After login again my prerequest is deleted. Kindly help me. Raza Abbas
Category vs. Queue for technician assignment? Round Robin?
I see that the Category and Queue capabilities include the assignment of a technician(s) to be members of the respective Categories/Queue's. Is there any kind of conflict that occurs with a new request that comes in and is assigned a default category, but you want to put it into a queue instead? Or vice/versa? I guess I'm trying to understand what the benefits are one way or the other as you can create Categories or Queue's with whatever names you want. Additionally, the documents don't say anything
Problem with purchase order process - step 2
I'm trying to test out the purchase order portion of ServiceDesk Plus, and have hit a problem that I don't understand the nature of the error for. I've entered in the necessary data for step 1, clicked Save and Proceed to Add Items. I get a new window, and a popup window. In the popup window I'm asked for the Product Name (I entered Treo 650) I'm then asked for Product Type (and not seeing anything totally appropriate, pick Keyboard) I entered in 300 for the dollar amount (no "$" included), and hit
Servicedesk plus Full Database schema
Hello, Could you please send me the full database schema of Servicedesk plus. I have to create inventory report via Crystal report. Thanks. rgds
Adding asset lists for requestors
I want my requesters to see the assets that they have allocated to them when they log service call jobs. Can this be done?
FAILURE : Error while saving the Technician Details
Hi Forum, if we try to alter the roles of one technician the following error message is displayed: FAILURE : Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1.143.556.807.981 Our ServiceDesk runs on Windows2003. Could anyone provide me some support? Thanks in advance and kind Regard Michael
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