Description Field
Is it possible to define a template for "Description"? I need to have items like "findings", "Recommendation" in the "Description field". Thanks.
Reviewing Software - "Location" field, where is th
We have multiple office locations. I see that you can setup "Locations" in Admin but I can't locate where this Location list can be viewed after it is created. I do not see them on the Request. Beverly
Configuration Management
Hi there, have you plans to integrate a configuration management in your service-desk software? We are looking for a solution to manage our server-configurations thanks Florian
Service Desk Plus - Database Schema
I have installed the 30 day eval. I am desperate to test SD+ with our data imported into SD+ in order to judge performance, reporting and usability. I would like to be able to import from our current database but require the schema and root login and password for SQL. Would it be possible to provide me with these. Even better give me some idea when the Track IT to SD+ migration tool will be available. Damian
how to set Service Desk plus to Chinese language Interface
we tested your software. It is so excellent! But we still have a question: our users only can read chinese language. Yes , we can input chinese now . But we hope the interface also be Chinese language. We heard you have the Internationalized Version of Service Desk plus . Is it true? How can we set it to let the interface (forms,reports and so on) use chinese lanuage? If not, do you have the plan ? how about the schedule? By the way , We found the font size is too small if we use Chinese font? Can
Importing Accounts from Active Directorty
I've been using SD for several months and am very pleased with it and the responsiveness of you support. I would like to have the ability to choose what fields are imported from Active Directory accounts and the ability to choose what fields to have that information populated into. Thanks for such a good product. Jay
Time Spent Incorrect
I have set the operational hours between 7:30 and 16:30. When a request is opened one day and closed next day, before due time, the "time spent" field doesn't show the real time spent, it shows all the time that has gone from created date to completed date. I would like to see the real time spent. How can I solve this? Thanks.
new Requset error
In ServiceDesk Plus request screen getting an error "Error Code - 1,140,369,577,343." does any know what that error is or where to find the listing of error codes?
Error generating custom maxtrix reports with add. fields
Hi Guys, I've emailed support@servicedeskplus.com on the 10th Feb with no reply so thought I'd try the forums. Version 5.0.0 Build 5003 Description of problem: I am trying to generate a Custom Report using an additional field. I get an error. See below. The settings for my custom report are: � Matrix Reports � Requests Module � From 2006-01-01 To 2006-01-31 � Summarise information by: Category and then by: Incident Type Incident Type is an additional field for the Request form. Type is Pick List.
Network Scan Problems
Cannot scan workstations not in a Domain. It scans the servers OK and all details. It sees the IP addresses of the workstations. Win Xp and win 2000 workstations with DCOM enabled and SNMP. These workstations SOE's have been configured with GHOST image. Please help Mike G :(
Inventory Domain scan issue
Hello - Whenever I run a domain scan against all the companies PC's the browser window opens, starts the scan and then after approx 30secs to a minute it returns a page cannot be displayed error. has anyone ever come across this before? any ideas? cheers Pete
Additional Filter on Requests
We have now purchased SD5. All going well so far. One very big please, please, please on the next update. Can an additional filter be created to show: MY Open Requests AND Unassigned Requests Fingers crossed , here's hoping. Damian
Purge/Delete all requesters information
We have a medium sized Active Directory (AD) ~40,000 users that is having problems bringing in through Service Desk. We select all of the OU's that we need on a regular basis, however sometimes the top-level domain name selects and then all records are attempted. To clear this out we have to change to 1,000 records per page and then delete them--taking quite some time. Can we delete all requesters with a script or other method? Also a feature that is really needed with the AD is to have a cron that
Automaticly assingment of technicians.
Hi.. When I as a technician is logged on and creates a request, it would be extremly nice if the "assign technician" automaticly assigns myself. Is this possible to setup? On behalf, thank you. Best Regards Kenneth Kristoffersen
Variables when customizing a template
Hi there, I am busy editing my templates. At this moment I am busy creating the e-mail reply template. I am searching there for a variable which displays the technician name in the e-mail. A lot of variables are there, but not one with the technicians name. I would like to use the name of the logged in technician when sending e-mail. Is there a hidden variable I can use or must it be fixed in the software and I have to e-mail to the support@servicedeskplus.com? Thanks a lot!
export to excel
Hi, Is there a way to export information (eg. assets, po) out of SD+5 but not for backup purposes. We are wanting to export out to excel so we can futher manipulate the data and also create different chart types. We are currently on SD+5 sp3. Thanks
Department doesn't populate on the free version. Should it?
A Requestors Department doesn't populate or can not be edited on the free version of Service Deskplus. Should it?
Build 4112 to Build 5001 stuck during upgrade
Just as the upgrade process starts, it gets stuck at "INFO: checker for server running..." It has sat there for over an hour each time. I kill it, reboot server, try installing the sp14 again, run the upgrade wizard, and it gets stuck again. Any help would be appreciated. Rob
Secure Email Server
Hi All. It is my understanding as part of the big update from SD that we told that we would be able to connect using a 'secure email server'. However, on a recent support call with them I was told that this wasn't the case? Even though the option is clearly marked in the email settings. Firstly it would have been more prudent not to add the options before it's ready. Secondly when is it going to be available? Helpdesk is great, but running a bit under par witout email notifications thanks guys, 8)
ss
hello to all podrian to help me.. the problem is that I want a report of time spent but gives him me of the I gave that I generate al side of right of the report there is an opcion to put the date but by but that me I put it does not generate the date that I indicate him muchisimas thanks by his aid
Active Dirctory Users
can you import a single user or you only have the option to import all and overwrite the currents ones
E-mailing user
When picking the users e-mail form the request screen, it creates the e-mail template but does not populate it with the users name in the To field? the e-mail is correct and is internal Any help out there for this?
How to Limit Domains to Log on to?
SD locates other domains and Workgroups on the network than the two domains I manage. Also, I have implemented AD authentication for users to access the SD web portal. My question is: How can I limit the domains/workgroups that the users have see in the "Log on to" drop down menu when they log into the SD web portal? Currently, I delete the other domains and workgroups when they appear in the Domains list but they keep reappearing.
SupportCenter Vs. ServiceDesk
I am looking at purchasing either SupportCenter or ServiceDesk and I have a couple questions. 1. It looks like ServiceDesk is the same application just with additional features as SupportCenter is this correct? 2. If this is the case, why are they both priced the same? 3. Is it possible to purchase a 2 technician version of SupportCenter as is available for ServiceDesk? 4. Are both products going to receive continued development from AdvantNet or is one going to replace the other? 5. I am looking
Notes
A client has requested that she would like to see the note added to a call without opening the request, which is time consuming. As a tech and admin we see the little yellow notes. Can i do this for the requesters... thanks
database
When is the diagram being released??? Could really do with it now... cheers Pete ************************************************************ Hi All, The steps posted earlier in this post give the complete information about how to connect to Database of ServiceDeskand how to connect our mysql db server to CrystalReport XI. We will soon be posting a complete schematic diagram for the database tables which will help you to know about the tables details. Hope this helps, Ankit _________________ ServiceDesk-Plus
emialing requester
when I am in a request and want to email the requester, if I click on their email address link it does not automatically add their address to the To: field but if I click on the requester name then click on the email address link that appears in a new window it does fill in the address?? Anyone know why and how I can fix it so the email link works And does the emails you send appear anywhere in comments / History becuase I can't find them
ServiceDesk Plus 5 and Mozilla Firefox 1.5
Mozilla Firefox does not work correctly with ServiceDesk 5, not all the fields show up and when you try to enter a resolution, you are not able to type in the field provided. Will this and other issue be resolved soon? Works fine with IE 6. Please let me know if their will be some kind of patch to fix the issues. Thank you, Mid-Michnet Support Team support@mid-michnet.com
Editing Workstations
Why is it not possible to edit the Drive Details section of a workstation? Also why can you only add one NIC in the Network Adapters section? The Network/Domain Scan tolols are able to define multiple NICs, but these cannot be edited. Basically it is not possible to manually create a workstation configuration with multiple drives and NICs in the same way that a Scan can. Arte there any plans to fix this?
More Network Scan for Linux problems (NICs)
Although the Network Scan tool uses /sbin/ifconfig on Linux to work out the number of NICs and IP addresses. Regardless of the number of NIC's in the machine only the first NIC comes up once the scan is complete. With Windows machines this isn't a problem when doing a Network Scan, as all NICs with IP addresses are successfully discovered. Here is some example output from /sbin/ifconfig eth0 Link encap:Ethernet HWaddr 00:D0:B7:E0:B4:43 inet addr:10.11.9.251 Bcast:10.11.15.255 Mask:255.255.248.0 UP
Network Scan for Linux problems
Hi I am running RedHat Enterprise Linux in my DataCentre, but when I perform a Network Scan on these servers: The CPU count is incorrect (it reports 1 when there are 2 physical or 4 virtual because of hyperthreading). The OS name is vague "RedHat Linux" instead of "RedHat Enterprise Linux 3 ES" for example. Are there any plans to fix these problems? Also how do you scan for installed software on Linux machines?
Request Timer
It would be nice if the Request Timer Didn't start until the Request is Opened and Responded to by a technician
Attachements and changing and saving them
We have attachements that are for new pc requests and on each attachment the IT people have to add details to the attchement. I have noticed that when a user attaches a document you cannot update that attachment when you click on it and save it Is there anyway that other than keeping an extra copy on my computer to open up the attachement and be able to edit it and when you exit it saves the changes so that the next time you open the attachment the changes will be there???
Overbue report: by create date
I have run a report: Overdue request by create date: The first one a check (last on the list) shows that the call is CLOSED by yet is shows on Overdue reports. Is this correct? Did I miss the purpose of the report? thanks <M>
Roadmap for future development
Do you have a product\features upgrade road map for ServiceDesk that is available to subscribers?
v5 sp1
I have upgraded to version 5 and have tried to install sp1, i get "the per invocation class returns a constant which is not supported". I cannot start up the database, I have tried to start via the command line but nothing starts at all. Please help.
Problem to install SP14
Hello, We actually user SD+ 4112 and we want to upgrade with last release. I tried to apply SP14 to upgrade from build 4112 to build 5001 but UpdateManager crash ? Is it possible to upgrade following these actions : 1) backup Data with build 4112 2) install build 5003 on a new server 3) restore data from previous backup (delete old server) SD+ is now essential for us, and we wish use last features, thanks for your help, Christophe Boudeau
Windows Workstation Network Scan
Hi I am evaluating ServiceDesk Plus at the moment and was wondering whether or not it will be possible to enable Windows Domain Scanning and Active Directory using LDAP and/or Kerberos? The product seems to have been developed to run on a Windows Server (which supports all current functionality), rather than Linux (which is slightly more limited). I realise elsewhere in these forums you have mentioned LDAP authentication and SSH for Network Scanning are in the road map. Is there a copy of the road
Helpdesk replies automatically cc'd to others
Job sent to helpdesk@ is put into our helpdesk. We open the request and we click reply to send the sender a message. If the job was sent to helpdesk@ as well as other email addresses, for example, wayne@ then the reply will automatically be cc'd to wayne@ as well as the original requester. Is there any way to strip out the contents of the cc field so only the requester gets the reply without having to remember to check each time we send a message? Cheers
Summary Reports
Hi I'm using ServiceDesk Plus (Version : 5.0.0, Build Number : 5003) and when I choose any "Summary Reports" from Reports section, they show no data. �What can be the reason? Thanks.
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