How to remotly scan Domains and Networks
Hello, i installed the Software successfully and is working fine, what i need is how can i remotely import assets to Servicedesk, DOmainscan, Networkscan, Import active diretory, it is only available if the server is connected to the remote network or can i do this directly if i login form the client? Yours Oliver
Call log numbers
Call log numbers I have come across the situation that users have had e-mails returned with call reference numbers included but when they have checked or call IT for progress the call that they have logged and have a number for is not on the system. The call number appearers on the system for for a different person and a different problem? Anyone had the same or know the reason why>
How to Enable DCOM in winXP?
Sir/Ma'am I have a problem in ASSET management - Windows Domain Scan. Most of the Workstation that i have scan is failed. almost all of the workstation in the inventory list is failed and it say " Failed Either access denied for the user or the remote DCOM option might be disabled in the workstation. HOW CAN I ENABLE DCOM? Actually when i format all the workstation here, i didn't enable or disable DCOM, how come that some of the Workstations I scan is success when i scanned it, while most of the
Invite another technitian to one request
Hi Everybody! Is it possible to invite another technitian to already assigned Help Request? BR /Meli
Complex Servers
My requirements for tracking assets is maybe more detailed. For example when i purchase a server, i purchase maybe 20 components and then assemble them into one unit. Can servicedesk handle something like this, where i can have the final asset an assembly of individual components?
Internet Explorer Crashed
When typing in the Service Desk web address, this causes Internet Explorer to crash. Anyone have any idea? It only happens to this PC, all other PC are OK.
New Software Categories?
Is it possible to create new software categories under inventory-->scanned software? e.g., add to the list that currently is excluded, included, unidentified, prohibited. David.
hope LDAP can be integrated in SDP
Is SDP able to integrate with LDAP server? By integration, it can do: - User Authentication (Single Sign On ) - Contact/Resource Lookup - Contact Update? - Import from LDAP Our prospects are university or large enterprises, They almost use LDAP to do unified user authentication. Now SDP only support for AD (import from AD). We hope SDP can also support for LDAP. I know this feature is included in our roadmap, could you give me a schedule for this feature in order to explain it to our prospects. Li
BUG - Problems with Queues
I have currnetly found two bugs with the queue system. A new request is created, and either selecting a queue for that request on the form, or where a business rule assigns the queue. Now if I filter the view for that particular queue the request appears in the list which is correct. However if I now view the details of that request, the Request tab shows "Queue : Not Assigned" instead of the name of the queue the request is assigned to. Every request that is assigned to a queue show this "Queue
Business Rule Query
I have a Printers category with Ink\Toner and Paper Jams as sub-categories. When setting up a business rule, if I select Criteria to Category and Choose the top level Printers category, does the business rule apply to all of the sub-categories or do I need to select each individual sub-category for the business rule to apply? Regards.
When Will full AD Authentication be release
Hey Guys, Just wanting an update as to where the AD authentication is with SD+. I've been waiting for a while. We currently use the Import - but would really like to have the automatic authentification function? Cheers Damon Campbell New Zealanad
solution search do not support for Chinese characters
I found SDP cannot search Chinese characters. In fact, the solutions are almost in Chinese in china. If the search can not support for Chinese characters, it means SDP has no use for china user. (at least, the search function is so). So, we hope SDP can support for Chinese characters completely.
Problems with some characters
Hi When I click in the "Request by Technician" table of the "Global View" window and the technician name contains some spanish characters (like � or �) the list of requests isn't correctly displayed. It only happens there. You can see it in the attached screen. Thanks, iolondo
Single Workstation Detail Report
Is is possible to print and inventory detail report for just a single machine? After the asset has been discovered, I would like to spit out an inventory sheet with all of the systems specs to put in my server maintenance book..
Scan Windows XP Home
I am trying to get windows XP Home machines included in the scan. I can get XP Pro workstations to work by disabling firewalls and using gpedit.msc to enable user based logins aswell as allowing remote admin.. This feature is not available on XP home. Thus i was wondering how can i get ServiceDesk Plus to scan XP Home machines? Please let me know Sascha
New Request - Make Fields Mandatory
Hello! Is it possible to make the "Assign To" and "Owner" fields in the "new Request" mask mandatory? sincerely m. bernasconi
Default Request Filter
I would like to change the default request filter from 'Open Requests' to 'My Open Requests' for all technicians. How do I go about doing this?
AD Intergration & Importing Requestors
I'm trying to import requesters from my AD Server. When I do the import it shows the server and the OU's. It Scans and then tells me that it failed importing the accounts. I'm using the Domain Admin ad the user. It find the Domain fine. Not sure what's going wrong. Any help would do.
Use of Survey
Hey All, Is it possible to send every user a survey request with out have the criteria on - i am wanting to send all users a survey about something not technically to do with the helpdesk. Cheers Damon Campbell New Zealand
error in CD-ROM controller card
A user called and reports that a diagnostic hardware utility has detected an error in her CD-ROM controller card. Of what priority is this?
Suspected bug in software package
A user emailed to report a suspected bug in the way a toolbar works in a software package but she says the equivalent pull down menu does work. Is this a priority.
email with a non-requester user
Hi When i Send an email from my mail client to the helpdesk email id. SD+ automatically create a new requester but does not converts the email as a request . After this first creation of new requester, if i send a new email , SD+ convert it as a new request. Is it logical ? best regard
new request by mail with an unknown requester
Hi when i send a request by email with an email adress that is not in the requester list, SD+ create the new login but not the new request. If i send a second time the mail (or another mail) then SD+ create the request. Is it logical ? ps:sorry for my english.
Global view for technicians
Is it possible to make the global view visible for technicians? Just to make sure that all can see the work load in the system.
Requester Add Due date on Self Service Portal
I would like requesters to be able to assign a due date themselves when using the SSP. Or have I missed this option. Thanks
next release
Hello - I have been looking through the forums and there is a common answer of 'available in next release' and 'it is in our roadmap'. When is the next planned release / update and could you publish the roadmap. I know roadmaps have a habit of changing, but myself and im sure other users would welcome a little insight into future developments. There are many different features that I would benefit from and would really like to make plans around them. Thankyou. Regards, Pete
Request - Add Stop/Start Timer for tracking time spent
I am currently evaluating servicedesk plus. I'm not sure if this has already been requested, but it would be extremely helpful if there was the ability to use a Stop/Start timer for automatically adding technician time spent on a request instead of technicians having to manually add their time.
Next update..
Hi there, I see so many people requesting for so many features every now and then. When do you think the next update will be made available. Regards, Roshan
Connecting to MySQL Admin Client
I have downloaded the MySQL admin client and I need some help connecting to my database. What port is servicedesk run on? What is the username and password to connect to the database?
Closing an On Hold Request
When you pause the timer on a job for whatever reason you cannot close the request until you start the timer again or edit the request and manually change the staus to closed. Should it do this or may I suggest this as a change.
Inconsistency with requests showing up for a user
Hi there, I will try to explain the situation as clearly as possible. We have an exchange server, and a domain (A). I have imported all the users into SD from the domain. For the sake of example a requester on SD called bob. Bob logs onto the domain A. He opens outlook, and sends an email to the helpdesk account that SD is checking. He gets an email back saying that the request has been accepted. There is a link in the response email that supposedly takes him to that request. When you click on the
Time To Respond / Time To Resolution
Hi, Do you know how to calculate the Time To Respond (TTR) & Time To Fix (TTF)? I know where the data is stored in the schema, but how do take into consideration non-working time. i.e. Ticket logged at 4pm on FRI, and replied to at 9am on MON, and resolved at 10am will show as taking 65 hours TTR & 66 hours TTF. The helpdesk shuts at 5pm on FRI, and re-opens 8am MON, so the times should be; TTR = 2 hours TTF = 3 hours Please explain how to incorporate this logic into our SQL queries. Thanks. Keith.
Workstation Inventory Detail Report
Is is possible to run a detailed report for a single workstation in the inventory module? After I have scanned my server I would like to print out a baseline report, that I could put in my server maintenance folder and refer back to later if something changes...
Changing requesters options
Is there anyway i can disable the Required By and the Priority options for requesters? Thanks Stuart Lupton
Unassigned Requests <> Requests assigned to queues
Hi, When we assign a request to a queue, it still appears in 'Unassigned Requests' list. How is it possible to separate unassigned requets from requests assigned to queue ? thanks for your answer,
summary reports
I get the following error when trying to "Requests received summary by date by technician". We have upgraded to 5003. 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: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual
Contracts and Inventory Issues
Would it be possible to have the settings remembered on all screens when you click to show more than the default 25 records. This works on requests already and can be rather annoying. Are there plans to be able to amend/add an attachment to an existing contract as once they have been created they cannot be changed. Any plans to amend the Purchase Order system to stop items being posted as assets into the inventory. A lot of what we purchase are not classed as assets. Rgds Damian
pdf contracts
hi, I am trying to get the contracts page up and running, but when I try to open any .PDF contract, I download it and adobe reader tells me this: Adobe Reader could not open 'upsant.pdf' because the file has been damaged (for example, it was sent as an email attachement and was not correctly decoded). Any help regarding the subject would be greatly appreciated.
Due by date & creation date
Hello - I have just being creating some test calls and have noticed that the due date is before the creations date/time?!?!?! Created Date 07 Mar 2006, 22:05:42 Due Date 07 Mar 2006, 17:15:00 Anyone got any ideas? Thanks Pete
error in requester details
I have had all my requesters enter their numbers in the "my detail" area and noticed that when they enter the landline and the mobile, when a technician looks at a request the requesters name details down the bottom list the mobile and not the landline If under "requester details" you click on the name, you get both numbers but not on the default request view Is there a way so that if they enter both numbers that the landline will show up and or both, instead of just the mobile
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