mandatory field
Hi - is there any way to make fields in the call creation screen mandatory? Also I would like to make the call resolution action mandatory or have a feature that states a message when closing a call, reminding them to fill in closure details. It just seems it is far to easy for fields to be missed and calls to be closed without any warnings. cheers Pete
BUG----Inventory Audit causes duplicate workstations
My school is running your ServiceDesk (Build 5003). This software is very good because we can remotely scan the software on each computer and control the license. Recently, we've found that every day after auditing, there will be some duplicate workstations. The reason of this duplicate situation could be the information of some workstations is replaced by one workstation which holds the same IP address. In our school network, we set IP lease time to only 2 hours since we don't have enough IP address.
Notification email in HTML format
Email notifications don't seem to like HTML formatted email. If a new ticket is created or updated and ServiceDesk sends out a notification and it was in HTML format the email notification contains the HTML tags and such with it, instead of just the text of the email. I created a test ticket and here is what I received as the technician: Request ID : 923 Date Created : 22-Sep-2005 09:58 DueBy Time : 22-Sep-2005 13:58 Title : test ticket Status : Open Priority : Normal Mode : E-Mail Level : Tier 1
MS SQL 2000 server
Would there be a problem in running service desk plus on MS SQL 2000 server?
Add custom fields to 'Requests' page
We are in need of having the ability to add 'Location'--which is a custom field--to the main 'Requests' page. This will allow our Help Desk to decide where to put the cases. Is this possible? Matt Sickles Durham Public Schools
How do I fetch in my inbox mails back from service desk
Hi, Can any one plz tell me ?? i have by mistake placed the incoming mail server ID as my own ID, and it has fetched all the Inbox mail from my account in the service desk as new calls, How may I get those mails back???
Link in email not HTML
Is there a setting I am missing? The link to the servicedesk site is in the email but users can not click it. They have to copy and paste. All the mail clients have HTML email allowed and we get it all the time. Just thought I missed a setting. /Robert
Former HEAT users
Hi all, Are there any former FrontRange HEAT users here? We're currently using HEAT 7.0 to log help desk calls, manually manage our assets (no auto-discovery), and enter accounting info into fields like account number and cost amount associated with an asset. We have a user id named "inventory" that holds assets that are yet to be deployed. When it's time to deploy assets, the user ids are changed from "inventory" to the user's network name like "jdoe". Under that user id shows their computer, equipment,
Login
Hi I downloaded a free version of opmanager for the new dc++ hub created before so to administrate my admin, but at connection appear an webpage named: http://localhost:8060/LoginPage.do Here I must introduce the user name and password wich I do not know any idea about this. But the openmanager status show the following informations: Server name: wolf Server IP Adress: 86.124.70.8 Server Port: 8060 Server Status: Runing.. What to do, please help I'm new in this domain, pls be nice :D)) Thank you
Directory Does' Exists!
I get the following system request: ------------------------------------------------------------------------------------- Dear Admin, There is no directory found for the previous months logs. Please see the monthyear like (JAN2006) folder into mapped (logs) folder. Thanks and regards, Support -------------------------------------------------------------------------------------- What does this means and how do I resolve this so that I don't get this system message. Regards, Antoine.
Can you add categories workstations?
I've got around 40 computers right now in my inventory tab. Some are servers, some are desktops, some are laptops. Is there a way for me to categorize them so that I can filter by their type? That way if I only want to see desktops I will only see desktops, etc.? David.
Resetting the ticket number
Does anyone know if there is a way to reset the ticket genereated number to 1?
csv format not importing all records
In Inventory, csv format not importing all records, if 3 records are there in csv file, it will give message after importing file---3records copied, added 1 record only. Need help. Kiran India
Auto login
Hi, just wondering if there are any plans to be able to configure the client portal so that IE automatically uses the login to enter the main page as well for admins as clients.
Reports out of whack fonts all over the place
Hi When i am generating reports by qtr month etc, i find the words and fonts are out of whack either doubling up or not where they should be, also in SD+5.0 i find the columns are not adjustable and everything is squashed in please advise Cheers M8
How about Schedule task
we need periodic check servers of our customs.,for example 3 months. Can ServiceDesk plus add a function to notify our technicians before schedule tasks will coming?
External Helpdesk Version
Any news on an External Helpdesk version? It was mentioned that this would be available soon, and as we require external helpdesk only, this is the only thing that is holding us back from purchasing.
Purchase Order /Sales Tax
Trying use the system to produce po for vendors but the $ digits expand to many digits and rounds improperly Sales Tax ($) 772.1009999999999 Price Adjustment ($) 0.0 Total Cost($) 10130.901 How can I fix this?
Custom Reports
I was wondering if there is anyway of selecting all assts by user and pull up only the assets specific to that user.
Shadowed out department Option on Request form
The department field is shadowed out in my request form, there are no options to enable it, does anyone have any ideas. I have attached a screen shot
failure of service desk v4.0 during loading of services
Hi, Plz let me know, why the service desk v4.0 , when tried to execute after installation hangs while loading the services after application layer loaded? Also what causes the JAVA LANG error
Restore to database does not function
I've got 2 files in my backup directory one with and one without a .data extension. The one with the .data extension seems to list file attachment data, the one without has all of the data from my database. I've done restoreData.bat <filename> on both of these files, however no matter what none of the data seems to import (I've queried the database directly afterwards to verify import, the data is simply not there). However, it reports success and the error log fil shows no data. we had issues with
BUG - Overdue filter list
Requests that are in a queue don't have due dates until assigned to a technician. This is fine, however the Overdue filter should not show these requests since they are not overdue. Our unassigned request without due dates that are in a queue appear on the list when using the overdue filter. Regards David.
csv format not importing all asset records
Hi, When I use the CVS format to import asset records, not all records are imported successfully. Even though import message says all records have been imported, I can only see number of them on the asset list in serviceplus application. E.g I have 357 records in the csv file but only 29 items are imported successfully. Is there a limit on the asset record supported in serviceplus? Thanks.
Scan - serial number
I noticed that on a workstation scan all the information was captured including the model number of the computer however the serial number was not recorded. The scan was completed for an IBM Thinkcentre desktop computer. Any idea why it didn't find the serial number? That is probably the most critical piece of information recorded in a scan. thanks!
Reporting on Overdue Requests
The standard reporting on Overdue Requests is too limited, buggy, requires to much mouse clicks and in the end the printed version looks bad. Sorry to say this, but the reporting module can not compete with the rest of the ServiceDesk modules!! Being an IT person I know that everybody wants their report differently. Thats why I connected to the Database directly through ODBC. Using access I could make any report I want. Surprisingly no data is shown in the records. All fields show 'DELETED'. This
Date/Time Stamp Created - Can it be Modified?
Once a request has been created, it obviously date/time stamps it with current date/time. unfortunately most of the over worked HelpDesk people are not able to create the calls at the moment when they happen. Can the original create date/time stamp be changed once a request has been created and left in the "Open" state?
External version
I would just like to know how prominently an external version sits in your roadmap. We are a small IT company currently looking for a soulution to support all our customers. These are not internal customers. I would like to see the addition of Company name, Address, contact numbers etc. for the clients, not just a location. And also be able to add contact names/numbers for that particular site. Workstation scanning is not required, but asset tracking to an extent is, as we do have sites that have
Backup takes hours and hours
We have only 126 Requests in the system but the backup takes 5+ hours - this cannot be right! It used to take a few minutes in an earlier period/build. As it performs the backup, it seems to grow to above 2Gb and then finally compact down to 60-70Mb. The server also max's out every now and then with a servicedesk java process which again is something pretty suspicious, anyone had this problem? We have entered a Support Request directly into the website about the backup but have heard nothing back,
Windows Cal's
Hello, We are currently using service desk pro and we use it for asset management everything works great. A problem that I have come across is that there is no way to enter how many windows cal's that we own. Example lets say I have 100 Windows 2003 cal's. I would like to add that to the asset management fields. Is there a way to do this just like how we can track software? Please let me know. thx
Time spent on Project
If I enter a project and tell the system it takes 8 hours to accomplish, then 8 hours later the system lists it as overdue. Is there a way to assign the amount of man hours total, not necessarily in the same day?
Active Directory Element Mapping Schema
I am trying to find the Active Directory (AD) element that maps to the technician SMS e-mail ID. Also, we are noticing that if a user has a Mobile Phone number in the AD, that replaces the telephone fields (actually superseding others) in the listings. So is there an available mapping listing of what elements are brought over from the AD and what they map to within ServiceDesk Plus? Thank you, Matt Sickles Durham Public Schools
Confused about product politcs....
Hello, iam very confused about Servicedesk and all that kind of other SD variants of this product. Currently i used your SD+ edition for about 1 month, is great i will buy it, but now there is another software Supportcenter, would be nice to see a feature comparison what one product does and others not....and now one asked about some feature and you tell em about an IT version.....so what are the plans now, when will Support-Version be ready with asset management....and why it is a bigger programm
SQL Error with Cystal Reports 7
I am trying to setup a simple crystal report and keep getting the error message in the attachment appear everytime I try and add a field from another table All I am after is a report that shows the request title, status, priority and sorted and grouped by technician
CC in notification emails
Is there any way to add a cc to notification emails - for instance copy to the requester's supervisor so they can track the progress of a request?
Email Notifications
I am trying to customize my Email Notifications. However when I put $ContactName to get the Contact Name on the actual email received I get $ContactName, not the actual name. I do have contact name on my list so will you please let me know what I am doing wrong???
demo: where is the internationalization?
Hi: I checked almost every menu on the servicedeskplus demo page, and I didn't find any option for changing the language. Will you still include the language options in the downloadable version, right? thanks, in advance... isaac.-
Scan Remote Domains?
We are a computer consulting company, and we would love to be able to add the workstations of all of our clients in our service desk. Is it possible to scan remote domains? If so, which port of their router do we have to open. All of these remote servers have a static ip address. Thanks. Rob
email template
I am not able to include "Date Completion" into the email template because it is not in the list of content variables. Also, it will be good to also select the others fields such as the additional fields which I have creatd for my own use. Thanks.
Required fields in requests
Is there any way to make the fields in a request madatory before submission? Specifically I need the Category field required. Caerie
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